Posts Tagged Insurance Industry

Just Sayin’ Blog – A Matter of Fairness

Recently I was forwarded a letter that Safelite Solutions (“Safelite” “SGC Network”) sent to an auto glass repair and replacement (AGRR) company.  The letter related to work that the company had done for a consumer that happened to be insured with a company for which Safelite manages glass losses. The AGRR company had done a replacement and was required to send the bill for the work that was done for the consumer through Safelite in order to receive payment. The letter that was received started out stating:

“The SGC Network is currently in the process of performing a random fast cure kit Audit.”

The letter went on to state:

“Please fax copies of the work orders/invoices that include the urethane lot stickers. Do not send proof of purchase or receipts. The only acceptable documentation is the urethane lot sticker attached to the invoice or work order. Please forward to ATTN: SGCNetwork at 614-210-9941 within the next three business days.”

Have you seen or received one of these letters? I hadn’t seen one before. What was requested certainly seemed reasonable to me and the company also thought the request was reasonable. The company had the information readily available since the information is required under various sections of the Auto Glass Replacement Safety Standard that is administered by the Auto Glass Safety Council™. What was interesting about the request was that Safelite was taking on the role as an independent 3rd party auditor in asking for the information. Who do you think performs that function when and if Safelite audits its own use of a “fast cure kit”?

Take a minute and look up the word “fairness” on dictionary.com and you’ll find the following:

Noun

“the state, condition, or quality of being fairor free from bias or injustice; 

evenhandedness”

            Adjective

“free from discrimination, dishonesty, etc; just; impartial”

            Adverb

“in a fair way; correctly: act fair, now!”

It’s also interesting to see the word fairness shown via TH!NIKMAP’s Visual Thesaurus®.

 Fairness 2

 

So does it smack of “fairness” that a retail auto glass company that competes for auto glass repairs and replacements in the United States is also given responsibility for performing audits of competing AGRR companies to determine if they are using a “fast cure kit”? It doesn’t seem that Safelite would be the appropriate entity to audit others if you applied the definitions of fairness:

“the state, condition, or quality of being fairor free from bias or 

injustice; evenhandedness”

“free from discrimination, dishonesty, etc; just; impartial”

“in a fair way; correctly: act fair, now!”

They certainly aren’t “free from bias” and it doesn’t seem as though they would have a strong desire to adhere to the idea of “evenhandedness”. I don’t see how they could be “impartial”. And it would seem impossible that the act of their being the auditor would be accomplished “in a fair way”.

To me it seems to defy logic when the corporate mission of any company must be to grow market share and produce increased value to its shareholders for it to be possible for them to be an independent auditor of others in the industry in which they compete.

Safelite’s company web site states:

We must do what’s right, even when no one’s watching

This means living by our values and being accountable. It is about how we treat our staff, our customers and members of our local community. We reinforce this throughout our corporate structure with legal compliances and ethics training, an employee ethics hotline and numerous channels for feedback and concerns.”

Certainly words any company would be proud to adhere. It seem appropriate to ask “who’s watching” those that are watching us? Do you think that there’s a 3rd party auditor that’s auditing the auditor?

I think you can ask the same question relating to the “pre-inspections of auto glass claims” that was discussed in a glassBYTEs article titled Safelite Solutions Accepts Recognition for Pre-Inspection of Auto Glass Claims” in May of last year. Does that practice seem to smack of “fairness” to you?

As most everyone on the planet knows, Super Bowl XLVIII is coming this Sunday, February 2, 2014 between the Denver Broncos and the Seattle Seahawks. The officiating crew this year is led by veteran referee Terry McAulay. What if for the game this year a crew of Denver Bronco fans is allowed to officiate the game instead of the impartial officials that have been selected by the NFL? If that was allowed to happen how many calls do you think would go Denver’s way? Even the most ardent Bronco fan hoping for a win for their team would see that as both blatantly “unfair” and “unjust” to the Seattle Seahawks team.

So as “A Matter of Fairness”, who thinks that how Safelite operates as an auditor and/or inspector is:

“the state, condition, or quality of being fairor free from bias or 

injustice; evenhandedness”

“free from discrimination, dishonesty, etc; just; impartial”

“in a fair way; correctly: act fair, now!”

Just sayin’.

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Just Sayin’ Blog – What’s Your Line-up? – “Updated”

A little over a year ago I wrote a blog asking the question “What’s Your Line-up?” The genesis of that blog was a question I had been asked about who was on my fantasy football team. The question I asked in this blog though actually referred to who did I want to work with.

At the end of the National Football League’s (NFL) recent regular season, 5 teams switched out head coaches in hopes of finding new direction and sought after success. This annual event is known as Black Monday. With the NFL football play-offs in full swing and the field narrowing, all the teams that didn’t make it into the postseason had players cleaning out lockers and heading home to think about next season. For a variety of reasons, some of those players won’t be returning to their lockers next summer, but some NFL General Managers are quickly locking up the talent they feel is needed to find success for owners dreaming of holding up the Vince Lombardi Trophy at the end of next season.

We’ve seen a similar pattern taking place in the auto glass repair and replacement (AGRR) industry haven’t we? There have obviously been a number of companies changing ownership during the past several years. Whenever there is a change in ownership that change often comes with different values and vision, along with a whole new way of doing business.

As with professional teams, every glass company wants to “put together the best team possible to ensure success”. If you have the right mix of team members in your business, achieving goals and finding success is much easier when you’re working hard to find that “special sauce” or recipe for success against others in your market.

Getting back to the original question, “What’s your line-up?” The real question is, ”Who’s on your team?” People are what make a business successful or not. It doesn’t matter what it is you’re trying to accomplish, its people that make any endeavor a successful one. You’ve got to show differentiation in what it is you deliver of course by using superior products and services versus those you compete, but its people that ultimately separate you from the herd and consistently drive above market results for your business.

If you’re running the New England Patriots, the Denver Broncos, the San Francisco 49ers or the Seattle Seahawks; you’ve assembled a team that is comprised of the best you can find. The NFL team owners, general managers and coaches that put together that “special sauce” and get through the regular season and playoff games intact get the chance to get to Super Bowl XLVIII and hoist the Lombardi Trophy at MetLife Stadium on February 2, 2014.

Those teams that didn’t get into the playoffs are working hard to find team members to add to their rosters during the NFL Draft May 8th – 10th 2014.

As I wrote in the original blog asking “What’s your line-up?”…as “an auto glass repair and replacement (AGRR) store or company you had better make sure that your team is comprised of the best”. With all that’s happening in the AGRR industry perhaps there is someone you know that’s a perfect fit for your team.

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Every player in the NFL wants to go to the Super Bowl, but few really ever get the chance. The best teams with the most Lombardi Trophy’s over the years: The Pittsburgh Steelers hold the most Vince Lombardi Trophies, with six. The San Francisco 49ers and the Dallas Cowboys are tied for second with five each. The Green Bay Packers and the New York Giants are in third with four; and the New England PatriotsWashington Redskins and the Oakland Raiders are all in fourth with three.The best in any industry want to be members of winning teams. You always try to associate yourself with the best. And you know when you’re not.

So I ask again the questions I asked in December 2012:

     What’s your line-up?

     Who’s on your team?

     Who can make a difference for your company?

     Who is it that can help you make your company better than anyone else in the market(s) you compete?

     Do you surround yourself with the best you can find?

Just sayin’……

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Just Sayin’ Blog – Interview with Dave Taylor and Cindy Rowe-Taylor

Two of the most respected people in the auto glass repair and replacement (AGRR) industry are Dave Taylor and Cindy Rowe-Taylor who together built Cindy Rowe Auto Glass into the dominant AGRR company in much of Pennsylvania and Maryland. They retired to Florida a few years ago and spend much of their time cycling the world and enjoying their lives.

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At Auto Glass Week™ 2013 that was held in Tampa, Florida last month Rich Campfield, president of the National Windshield Repair Association (NWRA), presented Dave Taylor with a new industry award named in his honor. As a founding member of the NWRA, Dave was a force in helping to mold the organization. Cindy was in the audience during the opening ceremony where Dave was presented with the inaugural award.

While at the Auto Glass Week™ Conference I had the chance to talk with both Dave and Cindy and they agreed to an interview. 

DR      First, thanks to you Cindy and Dave for taking the time to talk with me today. Special congratulations to you Dave for receiving the NWRA award that was named in your honor. I can’t think of anyone more deserving to be recognized for the work you have done to bring windshield repairs to consumers.

My first question is how do you both like retirement versus the daily challenge of being in the AGRR business?

DT      Retirement is terrific. As many folks know, we are avid bicyclists and living in The Villages in Florida is a bicyclists dream come true. We would have retired sooner if we had known had much fun and satisfaction retirement life had to offer.

CR-T  Retirement has been an easy transition and so enjoyable.  It is not sitting on the couch eating bon-bons, but having a very busy schedule and having such fun being busy.

DR      It sounds like you’re both making the most out of retirement. Cindy, what year was it and what was it that drew you to the AGRR industry that caused you to open the first Cindy Rowe Auto Glass store?

CR-T  I was a registered nurse for 13 years and decided I wanted to be my own boss.  That was when I became aware of the windshield repair (WSR) possibility in my area. In 1979 I started out with my repair kit in the trunk of my Vega, seeing dealers and fleets, where the volume was.  No sales experience ever.  I loved it from the start. I am the WSR pioneer in the Harrisburg, PA, and surrounding areas.  Dave joined me in 1986, working mobile WSR for one year; it was after that year that we bought our first glass shop.  We kept on both technicians and learned about replacement.

DR      Dave, what was it that you found attractive (besides Cindy) to the industry?          

DT      Self employment is the short answer.  After a 25 year career in department store retailing I wanted to be independent of the corporate world. Joining Cindy’s business was the logical next step. Being able to work together added icing to the cake.

DR      What was it Dave that made you such an early and strong supporter of repairs versus replacements?

DT      Cindy founded the business as a windshield repair-only business before we had even met. Eventually we expanded from repair to full service.  Unfortunately for the consumer, and perhaps fortunately for us, 25 years ago most glass companies were focused on replacement. They probably felt it was best for their glass company.  Solid business management practices made repair profitable for us and a well executed repair program gave us a significant and profitable competitive advantage. Providing customers with their best solution to an auto glass problem, be it repair or replacement, was our primary business strategy.

DR      This question is for both of you. What can you tell the readers of this blog made the biggest difference in the growth and sustainability of Cindy Rowe Auto Glass over the years?

CR-T  Staying ahead of the industry with their many changes, starting with the early 90’s and on.  Customer service was not to be compromised and keeping valued employees.  Early on, Dave and I decided that advertising heavily and educating the public would do well.

DT      Consistently providing the best quality service to customers and aggressive brand building through media and public relations.

DR      I know that in my own career finding the right mix of people made all the difference in my finding success that I’ve enjoyed. At Cindy Rowe how were you both able to always ensure that you surrounded yourself with the best people, that you got the best from them and what advice can you offer those in business today as to that importance?

DT      Choose wisely, treat kindly.

CR-T  Fairly early on, we decided to hire people “green” and train them, offer good benefits, keep them abreast of the industry and give some autonomy.

DR      At Cindy Rowe you provided consumers in the Pennsylvania and Maryland markets you served with AGRR services, but you also offered paint-less dent repair. Would you suggest paint-less dent repair (PDR) as an additional product line that for those in business looking for additional revenue streams? And if not paint-less dent repair are there other products you think work well in today’s AGRR business?

DT      PDR is a profitable but technically challenging service. While it worked for us, it has proved difficult for many AGR companies to integrate into their businesses. I like what I saw during Auto Glass Week’s joint event with the window film industry.  We would have given window film a thorough evaluation.

DR      Something that some may not have known about you Cindy is that you are a registered nurse and that you’ve donated your time and expertise to those in need while in business at Cindy Rowe Auto Glass and still to this day being retired in Florida. Were you a registered nurse when you first started Cindy Rowe Auto Glass?

CR-T  Yes, for 13 years.  In 2002 I took the “Refresher Course” for RN’s and have been volunteering since in an area where uninsured patients are treated.  It is gratifying to be able to give back in some capacity.

DR      What traits or experiences in your background Cindy gave you the ability to find such success in business?

CR-T  I would guess perseverance, honesty, not afraid of working extra (lots of that for years), organization and time management skills.

DR      Here is a question for you both. Using radio and/or television advertising was a way that you got your name out into the marketplace and helped establish and differentiate Cindy Rowe Auto Glass. It is expensive to advertise on radio and television. When you look back at the genesis of Cindy Rowe through the day you departed the business, what was it that caused you to make that decision to spend money on that form of advertising?

DT      When we expanded from being a car dealer driven windshield repair only business to full service auto glass, we were the new kids on an already crowded block. Capturing the customer through the traditional referral routes would have taken a decade or more. So we went directly to the customer with Radio/TV and created an awareness and demand for our brand. When TPA’s began to capture significant market share, our brand building paid off handsomely. We were the only AGR company anyone in our markets had ever heard of and they asked for us. We never anticipated TPA’s when we began our brand building but brand building saved our skin when TPA’s took over most of the insurance business.

           Radio/TV and now internet are the effective media tools to build your brand with the general public. To influence “choice” at TPAs we wanted to be top-of-the-mind before the customer calls the TPA. Branding is a prerequisite to being “chosen”.  While media is expensive, aggressive purchasing strategies can help control the costs.

DR      Here’s a non-industry question. You mentioned that you are avid cyclers. Can you tell me what countries you’ve cycled and as a follow-up what you’ve learned about yourselves in your cycling adventures?

CR-T Cycling helps keep one in good physical condition and it really is a focus issue while on the bike – lots of issues to watch out; cannot daydream.

DT      United States, Canada, Bermuda, Denmark, Germany, Austria, Italy, France, Luxembourg, Slovenia, Hungary, Lichtenstein, South Africa and Switzerland.

DR      One thing I’ve noticed is that you both smile quite a bit. Can you say you’re both happier now that you’ve left the industry? What is it you miss being in business?

DT      Happier? YES! What I miss about the business is the daily challenge to effectively manage the unending stream of issues. In retirement I can choose easier and less stressful challenges.

CR-T  I look at it as another chapter in life. I have always loved my work, but times change and I am now thoroughly enjoying retirement with Dave. One of the things I missed when we first left was seeing the people in the office. My people spoiled me and it did not go unnoticed by me!

DR      My thanks to you both for taking the time to answer my all of my questions.

For those of you who haven’t had the opportunity to meet Dave and Cindy I can tell you from personal experience with them that they are good people. Truly fine people; who have effected and changed the lives of those that have come into contact with them over the years. Whether that interaction was in the business they operated together, the AGRR industry they both left their mark on or in their active community service over the years, both Cindy and Dave have given their time to those who sought them out or they felt needed their help.

The industry has been made better by their being a part of it and I hope that they continue to be active in helping to improve it in the future.

Just sayin’.

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Just Sayin’ Blog – Interview with FDNY Chief Richard “Pitch” Picciotto

Each of us knows exactly where we were and what we were doing on September 11, 2001 and we will remember that day of infamy for as long as we live. 343 fire firefighters and paramedics, along with over 2,400 civilians were killed by terrorists on the day that brought down the World Trade Center’s Twin Towers. While the of terror wrought was so shocking on 9/11, the day also brought out the best of what America is, means and stands for. A few of the antonyms of infamy are esteem, honor and respect. On that day and the days that have followed showed the world the greatness of America.

Richard_Picciotto_Photo

One of the featured speakers at Auto Glass Week 2013 was Richard “Pitch” Picciotto. Pitch is a former New York City Police Officer, who for 28 years served with the Fire Department of New York (FDNY) as a fire marshal, an arson investigator, then as a lieutenant and as a captain before becoming a chief in 1992. When the North Tower of the World Trade Center was bombed by terrorists on February 26, 1993, Pitch was given responsibility for ensuring that the entire building was completely evacuated. He was on duty in New York the morning of 9/11 and he knew immediately that the attack was done by the hands of terrorists. His experience told him that the first tower hit on 9/11 was a terrorist attack and not a small plane hitting the building on a beautiful sunny day.

When Pitch arrived at the World Trade Center on 9/11 he was assigned responsibility for leading the evacuation of a number of floors of the North tower. The 110 story tower had 99 elevators which were rendered useless when the plane struck the building. Everyone who escaped from the North Tower that day came down one of three stairways, one each on opposite corners of the building and one in the middle of the building. On opposite sides of the building were stairways (Stairway A and C) which were 44” wide. The inside stairway (Stairway B) was 56” wide. You can imagine how difficult it was for fire fighters to go up those stairways to help evacuate the building when the stairways were already filled with panicked people trying to leave.

Although the North Tower was hit first, the South Tower was the first to collapse at 9:59 a.m. Inside the North Tower at the time of the collapse of the South Tower Pitch knew the tower he was in was going to also come down and he ordered the immediate evacuation of the building which meant every fire fighter dropped their equipment where they were standing when they heard the order and they started down the stairways.

Pitch was in between the 6th and 7th floor stairwell at 10:38 a.m. when the North Tower collapsed. He and 12 others in the stairway near him at the time of the collapse survived as the building fell in around them. Five hours later they were able to find their way out of the building and walked over the rubble of the Twin Towers to safety. Pitch tells the entire story of his experiences that day in a book he wrote titled “Last Man Down: A Firefighter’s Story of Survival and Escape from the World Trade Center”. Since 2004 Pitch has been a Battalion Commander responsible for Battalion 11 which covers the Upper West Side of New York.

I had the extreme honor to introduce Battalion Commander Richard “Pitch” Picciotto to the audience attending. Those listening to his talk that day heard him tell in vivid detail his experiences that day in the North Tower. He spoke of the heroism of the countless fire fighters who put their lives at risk to save the vast majority of those in the Twin Towers on 9/11.

Pitch also talked about five points that he feels are important for all to focus on in the post 9/11 world we live:

1.    Priorities in your life are what’s important

2.    Get focused on family and friends – don’t give up on relationships

3.    Be kinder and gentler

4.    How do you get through life? With the help of generous support of people

5.    Prayer

DR      First let me thank you for taking the time to talk Pitch.

RP      My pleasure.

DR      When you spoke at our recent conference I know that everyone was mesmerized by the story you told; one of leadership, perseverance and faith. What are the key traits that you feel are important to being a leader?

RP      First and foremost you have to be competent. You have to know what your job is and how to accomplish it. Unfortunately we have too many incompetent leaders. They may be nice people, but they are not competent in their field.

DR      In your experience do you believe that people are born with the traits required to be a leader or can someone learn to become a leader?

RP      I think it is a mixture of both. There are people born with traits to be a leader, but these traits also have to be developed. And you can develop many (probably not all) by studying and learning from other leaders.

DR      You first became a police officer for the City of New York and then made a career change to become a fire fighter in New York. What drew you to becoming a fire fighter?

RP      I just loved the camaraderie and also the tremendous amount of gratification of doing the job. There is no greater feeling in the world than knowing that you and your team saved a life.

DR      I understand that there is a term used by fire fighters – accountability – that has a different meaning to the one most are familiar. Can you explain the meaning of accountability as it relates to fire fighters?

RP      As a firefighter you’re accountable for your actions, as a leader you are not only accountable for your actions, but also for all actions taken by those who you have trained and lead.

DR      Like many in the room listening to your talk I was mesmerized by the story you told. The experience you recounted seemed more of serendipity. The takeaway I got from your talk was that all of us need to celebrate and embrace those around us in our lives. As harrowing the experience of 9/11 had to have been for you, you seemed to have emerged from the events of the day with an amazing outlook on life. How were you able to achieve that?

RP      I really don’t think I had a choice. It seems that if you dwell on the tragic events and repercussions of any tragedy it will consume you. I know myself and many of the firefighters did dwell and were consumed by the events of 911 to the point of depression, but for me I am now able to compartmentalize that part of my life (even though I reflect on the events of 911 every day) I try to enjoy life.

 DR     You ended your talk telling us five points that you feel are important for everyone to focus on. What was the genesis of those five points?

RP      You listed the points. I truly believe this is what helped me, and hope it can help others. I came to this realization after a long time reflecting on the events of 911 and life and what is necessary to be happy.

DR      Thank you for taking the time to answer my questions today Pitch. After you finished your talk you spent a great deal of time talking with those who attended one-on-one. I also saw you walking around the show floor and the hotel lobby. You were and are very approachable. I had a number of people tell me that you were someone that they’d enjoy having a beer with in their local bar. A man who would be comfortable anywhere, talking with anyone about anything. I have to concur with that as you and I talked several times and you were very kind and gracious to everyone you came in contact with. With what you went through on 9/11 you must have one huge heart.

Battalion Commander Richard “Pitch” Picciotto is an American hero. One of countless heroes, not seeking that badge that emerged from the events of 9/11. What makes people like Pitch so remarkable is that in his view he didn’t do anything more than his job on that day. Although he was only doing his job as Pitch says, he and other fire fighters saved the lives of over 27,000 people by getting them safely out of the Twin Towers on 9/11. I know that as a nation we remember the loss of lives that day, but in his eyes we should also celebrate life.

Just sayin’.

  

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Just Sayin’ Blog – Wind at Our Backs?

As we near the end of the first three quarters of 2013, it appears that we may have some wind at our back. There has been some slight improvement in a couple of the key drivers of the automotive glass repair and replacement (AGRR) industry. The key drivers of the AGRR industry are weather, the economy and miles driven.

How Optimism Works

The Old Farmer’s Almanac has been published since 1792 and is “North America’s most popular reference guide and oldest continuously published periodical”. Forecasting the weather is a specialty of the Almanac and the publication touts an 80% success rate at correctly forecasting winter weather. The Almanac recently published the weather maps for 2013 – 2014. The Almanac is forecasting the following weather for regions they report for this coming winter:

  • The Northeast a winter milder in the North and colder in the South with slightly above average snow in the region;
  • In the Atlantic Corridor a colder winter with snowfall above normal;
  • The Appalachians will see a colder winter with snowfall near normal;
  • The Southeastern United States will see colder weather and above normal snowfall;
  • In the Lower Lakes temperatures will be slightly milder with below normal snowfall;
  • In the Ohio Valley area winter will be colder, along with below normal snowfalls;
  • The Upper Mid-West will be a mixed bag with a warmer winter in the eastern part and below normal in the western part of the area. Snowfall will be above normal;
  • The Heartland will be colder than normal this winter and snowfall near normal;
  • The rest of the country is expected to be colder than normal with average to above average snowfall;

All-in-all a mixed bag with the weather and I hope that wherever your business is located you’re benefited by a colder and snowier winter.

The economy is also a bit of a mixed bag. Positive news came from new car sales which can be an important factor in an improving AGRR industry. J.D. Powers detailed year-on-year improvement in new-vehicle sales in the United States by reporting in their August 2013: Monthly Automotive Sales Forecast that “August new-vehicle sales reached the highest level in seven years.” The report went on to state, “New-vehicle retail sales in August 2013 are projected to come in at 1,270,400 units, 12 percent increase from 2012”. That’s great news for the AGRR industry. J.D. Powers is predicting growing new-vehicle sales for the remainder of 2013 and well into 2014. Really great news for the AGRR industry!

CNNMoney reported this past week in an article titled, “Jobless claims fall to 7-year low, but…” the rate of unemployment showed signs of dropping which is great news, but is tempered with the suggestion that it’s a result of people continuing to drop out of the work force. There are “11.3 million Americans who remain unemployed” the article reported with “three unemployed people for every job opening”. As with the weather, unemployment figures vary by region so its how your local economy is doing is what could affect how good your business will be in the next year.

The price of oil and how oil prices effect gasoline prices is another key part of the equation for the AGRR industry. As reported by the United States Energy Information Administration in the “Gasoline and Diesel Fuel Update”, prices year-on-year through September 9, 2013 on regular gasoline show that prices are down $ 0.26. Lower gasoline prices are great for both the consumers we rely on for business and for all of those company vehicles providing mobile service. Hopefully the price of gasoline will stay low.

You can look at reports from the U.S. Department of Transportation – Federal Highway Administration (FHA) as positive or negative depending where you reside. The FHA showed in its June 2013 Travel Monitoring and Traffic Volume Report that year-on-year miles driven were relatively unchanged with a slight decline of 0.1% from June 2012. The news that miles driven is not showing growth wasn’t great news for the AGRR industry that thrives on vehicles out driving on roads, but staying level was better news than a drop.

So how are these three key drivers affecting your business and do you think the wind is at your back? Regardless of whether the wind is at your back or not, I think there is a fourth key driver to your business and it is the most important one for finding success in your business. That key driver is you. So how are you going to take advantage of the marketplace you compete? What is it you’re doing to make your business stand out among all those with whom you compete?

I’ve written in previous blogs “The Times They Are (Always) A-Changing” and “The Times They Are (Always) A-Changing – Part II” about the opportunities in the marketplace for AGRR companies. I strongly believe that there are opportunities for independents in our industry, but you’ve got to surround yourself with the best people and make sure that they are all committed to the goals and aspirations that you have for your business. If you haven’t got that you’re going to be struggling.

What else are you doing to separate yourself from your competitors? Look for ways to be successful and be relevant in your market so that you stand out. There is a recipe for success in your market and you’ve got to figure out what it’s going to take to make sure you find and keep being successful. It starts with you as you’re the key driver of your business.

If the three key drivers are beginning to turn to your favor and with the possibility of the wind at our backs, what is it you’re going to do in the next year to see that you not only survive, but thrive in the AGRR industry? It’s really up to you.

Just sayin’.

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Just Sayin’ Blog – Challenges…Battles Won and Waged

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I was listening to someone giving a talk recently about the challenges that you experience over a lifetime and that “how” you deal with those challenges says everything about who you are. How you face and deal with the challenges in your life defines you.

Give some thought to the different challenges you’ve had to deal with in business the ones that you won and ones that you didn’t. How did these challenges shape you? Did you learn lessons from the ones you lost? I did. You have to believe that you are up to any challenge that comes your way in business, regardless of the outcome.

When I started to think about some of the challenges that I’ve faced over my 40+ years in business I began to recognize what the speaker had meant. Looking back at those challenges may have seemed more like battles at the time. Some of them I won, some I lost. In business you obviously need to be up for every challenge you face or you’re not going to be successful. You have to work continuously to find solutions to every challenge.

In the late 1970’s I faced a challenge that, at the time, I thought was insurmountable. But I figured out a way to balance out the needs of a supplier to whom I owed money when there wasn’t money immediately available to settle accounts. We worked together to find a solution that worked for us both. A battle won. My company thrived and was sold to the largest industry player seven years later.

In 1990, I went to work for a company that was losing millions of dollars per year and the challenges were countless. Over a six year period at this new company, and with the help of countless number of great people with whom I was very fortunate to have been associated, we worked through each of the challenges and found a solution. We moved the company to profitability in two years and became the second largest auto glass repair and replacement (AGRR) company in the mid 1990’s. As a team, we grew the company from a 50+ store multi-regional player to 270+ stores in 40+ states and a force to be reckoned with.

I’ve also faced challenges that I couldn’t find a solution. As an auto glass installer trainee a long time ago, a gentleman with whom I worked by the name of J.C. Hand told me that if you’re going to be in this business you’re going to make mistakes. Although his commentary on life in the AGRR industry wasn’t necessarily sage, his words have always stuck with me.

When you face difficult challenges, you always seek out those whom you trust and admire to bounce your ideas off of on how to best deal with them. Listen closely to their advice. They may not always be right, but you’ll see what others would do if they were facing the challenges you are. The reality is that there are some challenges that you face that may be insurmountable. But you have to try.

You’ve got to try to never let anyone, any company or thing get the better of you. Work hard to figure out a work-a-round to your challenge. Always remember that when you face a challenge it’s not always the battle won, the battle waged is just as important. It defines who you are.

Just sayin’.

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Just Sayin’ Blog – Interview with Paul Heinauer – Glasspro

paul-heinauer

Paul, you have a wealth of experience and knowledge in the automotive glass repair and replacement (AGRR) industry. I appreciate your taking the time to talk with me today.

I know that you got your start in the industry in 1979 by joining PPG Industries as a management trainee and over the course of your time there you became a branch manager for them in Greenville, South Carolina. What sparked your initial interest in the AGRR industry?

PH:

I liked the idea. Everyone who owned a car was a potential customer. I also liked working directly with customers. It was a good fit with my personality.

 

You left PPG in 1986 to open Coastal Glass Distributors in Charleston, South Carolina. Do you mind sharing the reason why you left PPG?

PH:

I loved working with PPG and they taught me so much, but I saw an opportunity to open a glass distribution business in Charleston. The market seemed underserved to me.

 

So you saw a great opportunity to open a wholesale business to fill a need in the marketplace and Coastal Glass proved to be a success. That’s great, but what caused you to decide to exit a successful wholesale business that had grown quickly in the market and move into retail?

PH:

The auto glass business was changing and a number of our retail customers were being purchased by large retailers.

I realized that you couldn’t serve two masters.

 

So after starting Glasspro in 1995 and turning your focus solely on the retail side of the AGRR industry what did you learn about the differences between the wholesale and retail business and especially when it came to serving the needs of your customers?

PH:

The insurance industry paid better than contractors did. But more importantly, I felt insurance customers valued service and quality more than a lot of glazing contractors did.

 

So how long did it take you to open additional stores in the South Carolina market?

PH:

We opened our second location in 1995.

 

Knowing you and understanding that ensuring that each and every customer you do work has the absolute best experience and is “delighted” with that experience, as I’ve heard you say, and service they receive from Glasspro, what suggestions or ideas can you offer to the readers of this blog on how to achieve that with their customers?

PH:

It is a total commitment from all of our people to recognize that it is a one job at a time business.

 

What were some of the challenges you faced in finding and then keeping the best people to make sure your customers are always delighted with Glasspro?

PH:

We hire “nice,” and we use a personality profile assessment on every potential new hire. We want to make sure it is a good fit for all parties concerned.

 

Is it difficult in a market like South Carolina to sell people on windshield repairs?

PH:

We spend a lot of time, energy and training on explaining the benefits of a repair.


Do you provide any non AGRR services for customers at Glasspro?

PH:

No, auto glass is all that we do.

 

You and Glasspro are and have been leaders in the AGRR industry for quite some time. In the past 8 years you’ve had 4 of your auto glass technicians win the Auto Glass Olympics in the United States and 1 who won the world title. That is truly an amazing feat for one AGRR company to have achieved and I’m sure you’re quite proud of those who have competed in and those who have won these events. What drives your auto glass technicians to not only excel in what they do for your customers in South Carolina, but to work so hard to become Auto Glass Olympic winners?

PH:

We have been fortunate again in hiring the right people who are committed to striving for excellence, each and every day.

For other companies in the AGRR industry that would like to compete and have the success that you’re auto  glass technicians have had in excelling in these events, what advice do you offer them?

PH: 

Train to the Auto Glass Replacement Safety Standard® (AGRSS®)  and then install with it on each and every windshield.

 

As a strong supporter of the AGRSS® standard and the goals of the Auto Glass Safety Council, Inc. what advice would you offer to other AGRR companies about joining the safety organization, following the ANSI standard and opening the doors of Glasspro to third party auditors to validate to your customers that you provide the safest installations possible?

PH: 

I believe it is good for your customers and sends a message to your employees that providing safety is the most important thing that we do.


What advice can you offer on how you successfully compete against a national player in the market place?

PH:

We respect all of our competitors, but we also take great pride in striving to deliver excellence and value to our customers.

 

I know that you may be uncomfortable about talking about some of the things you and Glasspro do to help those in need in your markets, but you’re a big supporter of your community and I commend you for your the efforts. You have developed a program called “3 Degree Guarantee” to help many in your community and the coastal area of South Carolina with special needs. Could you tell us a little about what you and your company accomplishes with “3 Degree Guarantee”?


PH:

It helps us bring awareness to many non profits as well as give them funds. This allows them to serve our local community.

 

I’m very proud that Glasspro is one of the co-branded partners of Windshield Centers. As a locally owned and operated AGRR business that has found great success in the markets you serve, what attracted you to becoming a part of Windshield Centers?

PH:

Windshield Centers is customer focused and committed to delivering excellence just like Glasspro strives to be. There were many things that I found attractive about Windshield Centers, but two in particular stood out. First, Windshield Centers is using advanced technology which provides a quick response to customers’ needs in a way that really keeps a customer in the loop. Secondly, they have created a Windshield Centers “Centers of Excellence”, which focuses on an environment that fosters continuous improvement for its members. These two advancements are just a few of the things which I believe help us bring value to our insurance partners.

 

Is there anything else you’d like to talk about with the readers of this blog?

PH:

I believe we are entering a special time in our industry and I am confident the future is bright for the committed independent auto glass company.

 

Well thank you very much Paul for taking the time to talk with me about Glasspro and the success that you’ve achieved and also passing along how positive you are for the future opportunities that exist in the AGRR industry. I’ve had the fortune to spend time with you and your team and it is quite obvious why you and your company have enjoyed such great success. There are always opportunities in the market place for those who desire excellence for their company and the people that work with them to achieve that success. I wish you and your organization the best in 2013 and the years to come.

Just sayin’.

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Just Sayin’ Blog – The Pain of Regret

In these cold days of winter my sports focus starts shifting away from the NFL, even though the ultimate game is taking place this coming Sunday night. The so called “HarBowl” pits the San Francisco 49ers coached by Jim Harbaugh versus the Baltimore Ravens coached by John Harbaugh. I wrote a blog last year titled “Meaningful Quotes – Harbaugh, Hogan and Einstein”. In that blog I used a quote from their father Jack Harbaugh  

“Attack this day with an enthusiasm unknown to mankind.”

While watching this NFL season we’ve witnessed how both of these coaches have guided their teams this season and on to win their divisional playoffs games. The two teams and coaches will meet in New Orleans on February 3, 2013 at Super Bowl XLVII. The Harbaugh brothers’ enthusiasm for the game and life is quite evident.

How about you? Do you have a similar level of commitment and enthusiasm for what drives you in your life?  Are you committed to doing the best that you can each and every day? Be that in business or in sport, there are times when you face difficult challenges that require you to make that extra effort that separates your company from another, one sports team from another.

The ability of you and your company to excel in business today demands that you have that enthusiasm and that you must surround yourself with those who you know have it too. Enthusiasm and the ability to give it your all, to use every play in the book and design your own new plays to beat your competition are keys to your success. This doesn’t mean that you’re always going to win just because you gave it your all,but you have to put yourself in the position to win. That’s certainly what I’m attempting to do and I want to associate myself with team members with similar enthusiasm who will help us to win.

As I mentioned earlier, this is the time of year that my sport focus moves away from the NFL and moves to NCAA Men’s Basketball. It ends quickly with March Madness, but right now, as a fan, I enjoy watching big games between NCAA powerhouse names. Whether you’re a fan of the Big 10, 8 or 12; the ACC; the SEC; the Big East; the Pac 12 or other conferences, you know what those big games are. In any game a top team can be defeated by another team not as highly ranked and seemingly with less talent. How? With enthusiasm and the desire to win underdogs can prevail. Upsets happen and, as long as your team is not the loser, it’s always fun to watch. In recent games you could see:

13th ranked Butler Bulldogs (now 9th)

over the then 8th Gonzaga Bulldogs (now 7th)

or the

25th ranked Miami (Florida) Hurricanes (now 14th)

over the number 1 ranked Duke Blue Devils (now 5th)

or the

unranked Villanova Wildcats (still unranked)

over the 3rd ranked Syracuse Orange (now 6th)

or the

unranked Georgetown Hoya’s (still unranked)

over the 5th ranked Louisville Cardinals (now 12th)

Just to name a few.

The Gonzaga versus Butler game on Saturday, January 19, 2013 played at Hinkle Fieldhouse in Indianapolis was especially exciting and turned into an instant classic. After a hard fought game, Butler won the game on a last second shot by sophomore forward Roosevelt Jones. After the game Butler Bulldogs men’s head basketball coach Brad Stevens in an interview with ESPN suggested that,

“The pain of losing isn’t as great as the pain of regret.

You have to give it your best.”

The message is do everything you can to win your game even if you sometimes come up short. Don’t let anyone or any company determine the path you take and then find that you regret it later.

Win or lose in business or sport you must have what Jack Harbaugh exhorted his sons to always do and give it your all.

“Attack this day with an enthusiasm unknown to mankind.”

Great advice. And as Jack Harbaugh has also told his family for a longtime,

“Who’s got it better than us? Nobody!”

With his sons battling each other as head coaches in Super Bowl XLVII it appears a fitting motto for his family.

Just sayin’.

P

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Just Sayin’ Blog – The Times They Are (Always) A-Changin’

The ability to accept and adapt to change is a critical component to finding success in business. As much as we find comfort in the places we know best, we must continually push ourselves and our company toward a place that no one else has found yet or will never figure out.

How do you set the bar higher than your competitors so that you can outperform them? That’s a question that you need to answer for your market and business.

In 1964 the singer songwriter Bobby Dylan released a song “The Times They Are A-Changin’” which portrayed a time of great change in the United States. Every new generation looks back at the preceding generation as one being unwilling or unable to change and stuck in the past unable to move forward. The 60’s were a time of great change in social norms, fashion and music, as well as in the political landscape. We’ve been experiencing a great deal of change in retailing for quite some time, but especially so in this new Millennium and it doesn’t seem to be abating.

Right now there is a ferocious retail battle royal in the retail consumer market with two of the largest retailers, Walmart and Amazon.com (big box versus internet retailer), fighting to determine how consumers will buy countless products in the years to come. In 2009 Amazon.com began rolling out a program offering same day shipping in a number of cities. It has since developed a large network of warehouse distribution centers to service its customers across a large part of the United States. To counter Amazon.com, Walmart started a Walmart To Go offering online shopping of a select number of products shipped directly from their store locations to customers. And in a few markets Walmart is offering same day delivery of products. The strategy that Walmart is attempting is difficult and a potentially dangerous one as it already has 4,000 big box stores (including Sam’s Club) which have a very high cost to operate. The margins that Walmart operates under are also very small, so the gambit is one that is sacrificing current profits to maintain and hopefully gain market share against Amazon.com and other retailers unable to compete. When your sales are $ 444 billion a year versus Amazon.com’s $ 48 billion it would seem that you’d have an edge, but last year Amazon.com saw a 41% increase in sales versus Walmart’s 6% overall increase in sales.

Which company is following a strategy that will allow it to be the most successful retailer in the future? Time will tell, but even when you’re Walmart you’ve got to consider that your strategy for taking market share from the mom & pop businesses, which has proven to be such a successful model for years, could ultimately be at risk from other companies with strategies that don’t require big box brick-and- mortar stores. Each is trying to find a unique selling proposition (USP) that will attract consumers to ensure long-term success and neither will stop until it is found.

Who remembers A & P (The Great Atlantic & Pacific Tea Company)?A company that once was considered the Walmart of its time,  A&P held the title of the world’s biggest retailer in the 1930′s when  it had 16,000 stores in the United States. In the late 1930′s A & P began the self-serve grocery store concept, but by the 1950’s it failed to recognize the changing marketplace and failed to listen to the demands of the ever-changing consumers. It eventually became an irrelevant retailer. By not adapting to the changes that were taking place in the marketplace, A & P began a decline in sales that ultimately caused it to file for bankruptcy. The company did emerge from bankruptcy, but A & P probably never again will capture the greatness it had once achieved.

There are many ways for your business to remain relevant and continue to survive in the retail world. Whatever you believe it is that you must do to remain relevant you need to make sure that your customers believe it too. For some businesses remaining relevant may mean selling or merging with a competitor. In recent weeks several businesses have announce that they are doing just that. You’ve probably read about recent acquisitions announced or completed by Gerber Collision & Glass (in Florida), ABRA Auto Body & Glass (in Minnesota), Guardian Auto Glass LLC (in Maryland) and Safelite Auto Glass (in Wisconsin and South Carolina). Of course buying and selling companies in the auto glass repair and replacement (AGRR) industry isn’t new, it’s been going off and on in spurts since the mid 1980s. During the past 30 years, a number of companies have acquired others in the AGRR industry to increase their own market share and separate themselves from or take out competitors. It certainly seems that there has been an uptick in acquisitions of companies of all sizes and I’m sure you’ll be hearing of others very soon.

Other ways you can remain relevant are by finding that USP that separates you from your competitors. So what is that something that only you can do in your market, something that raises the bar so high that your competitors either can’t or won’t try to achieve it therefore distinguishing you from others in the eyes of consumers? If you find that USP, you will survive against other retailers in the battle royal that exists in your market. Of course the need to find that extra something has always existed in business, but maybe more so today with the pace of change that you see across the retail industry. When you see the mega-retailers like Amazon.com and Walmart fighting over current customers to determine which will find the USP that will secure future customers and separate it from others, you know that the same battles that have been going on for years aren’t subsiding anytime soon. It is the same in the AGRR industry and you can be sure that things that you’re doing today in your business will change tomorrow and you need to change with it.

So when Bobby Dylan wrote in the last stanza of his hit tune in 1964,

“The line it is drawn
The curse it is cast
The slow one now
Will later be fast
As the present now
Will later be past
The order is
Rapidly fadin’
And the first one now
Will later be last
For the times they are a-changin’.”

I think that he could have added another word to the last lyric, “For the times they are always a-changin”.

Just sayin’……

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Just Sayin’ Blog – A “Reasonable” Path to Follow

In 2012 elected representatives in two states, South Carolina and Massachusetts, introduced legislative initiatives related to the auto glass repair and replacement (AGRR) industry. In both states the initiatives ultimately turned into bills that were passed and signed by the respective state’s governor. The legislative process is often referred to as “sausage making” (attributed to American poet John Godfrey Saxe), taking ideas of a diverse group of interested parties (in this case both large and small AGRR retail companies, manufacturers and distributors, networks or remarketers, third-party administrators, insurance companies and others) who attempt to influence legislation in hopes of making the sausage to their own individual taste. Legislators, with the help of all the interested parties and of course the lobbyists employed to help influence the outcome for their clients, attempt to find common ground so that when possible all of the interested parties see something of what they originally wanted in the bill that is ultimately passed but probably not everything each was hoping to achieve. There is of course always next year…

In the blog I posted on June 12, 2012 titled Auto Glass Repair & Replacement Industry Legislation in South Carolina ***UPDATED*** , I wrote about the law that was passed and signed by the governor in South Carolina earlier this year and what it meant to those who compete in all facets of the AGRR industry in that state. The South Carolina law takes effect on January 1, 2013. In this blog post I’d like to take a look at the bill that was passed and signed into law by Massachusetts Governor Devel Patrick and what its guidelines mean to those that it is truly meant to protect – consumers in the State of Massachusetts. I believe that this law is one that should be a template for use in other states that want to pass AGRR legislation in the coming year.

Massachusetts Bill 2216 took full effect on November 1, 2012 and the law’s primary focus is on what it should be – consumers. When you review the requirements of the law, it states that businesses that provide AGRR services in the state are required to follow a number of guidelines in order to be licensed which ultimately will provide a variety of protections to consumers. Licensed? That seems “reasonable” doesn’t it? With the importance of a safe installation of the windshield to vehicle owners in the state it seems like a “reasonable” expectation that residents of the state should feel confident that the Massachusetts Division of Standards is watching out for them and their passenger’s safety.

What are some of those protections? The first is that any company or individuals doing replacements for Massachusetts residents register with the state and maintain an address in the state. Any new company or a company that is seeking renewal of its license for a shop or shops must have a physical location or locations and that the company maintain indoor facilities to perform repairs to vehicles. Again that appears to be a “reasonable” expectation on the part of consumers.

If you’re going to operate in Massachusetts a company must register its vans as commercial vehicles and obtain all licenses and permits that are required by the various governments (local, state or federal). Again that seems like a “reasonable” expectation of a consumer in the state.

There is a requirement in the law that a “registered motor vehicle glass repair shop shall maintain records for each motor vehicle upon which motor vehicle glass repair services have been performed”.  That the registered motor vehicle glass shop has to maintain records to “show(ing) the usage of all glass parts, major accessory parts, including moldings and major hardware and component parts”. Remembering that the law is really all about protecting Massachusetts residents, the bill goes on to address the requirement that the registered shop maintain records about “the brand, product number or name and lot and batch numbers for the adhesive system product used” (language that relates to the Auto Glass Replacement Safety Standard – AGRSS™) and again is a “reasonable” protection of the consumer in case of a failure or recall of the glass part or adhesive product used. The law requires that the registered shop maintain records for “18 months or for so long as a warranty  on the motor vehicle glass repair service is performed is in effect, whichever is longer.” This is another guideline in the law that is now in effect that seems like a “reasonable” expectation of a consumer in case they experience an issue relating to the AGRR service provided in the future.

The law also requires that the consumer must be provided, upon their request that a “registered motor vehicle glass repair shop shall disclose all information relating to the charges for the repair or replacement services, including the amount of the charges, the identification and line item charges for the parts provided and verification of the parts used, regardless of whether the amount is paid by the consumer or billed to the consumer’s insurance company.” That seems “reasonable”. If a Massachusetts consumer has a glass repaired or replaced, shouldn’t they expect that the price that is being invoiced by the company that is actually doing the repair or replacement is the price that is actually being charged to their insurance company when a claim is filed against the consumer’s insurance policy? Yes that does seem “reasonable”. I’m not sure how a network or remarketer who is used to receiving a “spread” on the work being done by others on its behalf in Massachusetts deals with that new guideline, but it is now the law.

There are also requirements relating to the actions that are allowed to take place by third party administers, networkers or remarketers and insurance companies that operate in the state. The law also includes a section relating to guidelines that outlaws anti-steering by any of the aforementioned to ensure that consumers can use a shop of their choice. No third party administer, network, remarketer or insurance company can require that a Massachusetts insured use a particular AGRR glass shop. That also seems “reasonable” expectation doesn’t it? A law that is providing the consumer the opportunity to choose the shop they want to use via this legislation is a good thing.

The law authorizes the Massachusetts Division of Insurance to not only enforce all of the guidelines, but authorized the authorities to collect fines associated with any violation of the law by those providing AGRR services to Massachusetts residents. The law requires consumer transparency and that too is a “reasonable” expectation that consumers should expect to receive when they are in need of auto glass repairs or replacements.

I believe that Massachusetts Bill 2216 which has was enacted by the state legislature and signed by the governor into law could be a template for similar legislative initiatives in other states in the coming year. In a previous blog titled Network Participation Agreement – “Special Update” I suggested that as an AGRR retailer you might want to,

continue to focus on the customer and provide exceptional value with outstanding transparency.” 

It seems to me that the Massachusetts law provides transparency and new protections to residents of the Bay State who may require the services that AGRR industry provides to them and those protections are indeed “reasonable”. The guidelines in the law and the protections it provides must be abided by AGRR retailers in the state, third party administrators, networks, remarketers and insurance companies or there are consequences to any who may attempt to circumvent the law. The guidelines provide protections for residents/consumers that are “reasonable” for all to follow and are in the best interest of residents/consumers. The Massachusetts law is, I believe, a great place for other states who are interested in protecting its residents to start. What do you think?

Just sayin’……………

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