Archive for category Dedication
With the passing of the 41st President of the United States, President George H.W. Bush, his death brings us closer to the loss of all the brave men and women who embodied The Great Generation. The life lessons, that so many of us have learned from our fathers and mothers, farther-in-law and mother-in-law, grandfathers and grandmothers, aunts and uncles, along with all the millions of others who were part of The Great Generation; passed onto us are indeed countless.
The past few days I’ve heard and seen those who were close to our 41st President share stories of his great strength and character. One of those was that of Samuel Palmisano, the former Chairman, President and Chief Executive Officer of IBM, who is a close friend of the Bush Family. Mr. Palmisano shared the contents of a handwritten letter written in 2009 on the personal stationary of George Bush. The contents of the letter were read on television.
I cannot single out the greatest challenge in my life. I have had a lot of challenges and my advice to young people might be as follows
- Don’t get down when your life takes a bad turn. Out of adversity comes challenge and often success.
- Don’t blame others for your setbacks.
- When things go well, always give credit to others.
- Don’t talk all the time – Listen to your friends and mentors and learn from them.
- Don’t brag about yourself. Let others point out your virtues, your strong points.
- Give someone else a hand. When a friend is hurting show that friend you care.
- Nobody likes an overbearing big shot.
- As you succeed be kind to people. Thank those who help you along the way.
- Don’t be afraid to shed a tear when your heart is broken because a friend is hurting.
- Say your prayers!!
Regardless of whether you’re young or old, in business, sports, politics, academia, these are amazing words recommending how to live one’s life.
Posted by "Just Sayin'..." in aftermarket, AGRR, aumotive after-market, Auto Glass Safety Council, Autoglass, Batteries, Battery, Big Data, Business, Credibility, customer, Data, Dedication, Disruption, Disruptive Innovation, Economy, General, Innovation, Inspire, Leadership, New Year, Retail, Service, Success, supplier, Technology, U.S., U.S. Govt., Uncategorized, USP on December 31, 2017
Does your company provide customers with amazing reporting that presents them actionable or unique information derived from your analysis of their data? If you don’t you’re missing a great opportunity to highlight the value that your organization can bring by presenting data they either haven’t thought about or don’t access to help improve performance.
I received an email from Uber® that detailed my rides during the past year. Most of the information wasn’t actionable, but it was interesting. I learned that I traveled 285.25 miles via Uber® in 2017. I was labeled a “Weekday Warrior” suggesting that most of my rides took place between 6 a.m. – 10 a.m. and 4 p.m. – 6 p.m. on weekdays. Their take was I was using Uber® for rush hour, happy hour, heading to a morning meeting or a ride to the airport and they were right. I used Uber® in 11 different cities with the highest use in Boston. I don’t live in Boston, but they told me that most international air travel from Boston is to London. Who knew? I learned that I signed up for Uber® 1,396 days ago and my average rating of drivers was 4.82 out of 5. I guess I’ve been impressed with most of them.
Uber® also informed me that Los Angeles riders provide the highest satisfaction ratings for drivers across the World, Tampa uses Uber Eats® most often and that New York stands out as the city with the most late-night and weekend rides. Miami had the most mobile telephones that go MIA (pun intended) in an Uber®, the top tourist destination was The Eiffel Tower and Chinese is the most ordered food in the United States, Burritos in Asia and Europe, along with Tacos in Latin America via Uber Eats®.
Now I’m not sure that any of this information is meaningful or actionable for me, but when you provide your customers with unique information that you track which you believe is important and that could be useful to them in bettering their business you add value. Can you provide a unique perspective that shows the value that you bring? Adding value to your customer is a key component to finding success for your company. By differentiating your value proposition to your customers, you help separate your company from your competitors. So, if you’re not using data to provide your customers with information that can improve their business you’re missing out on a great opportunity to improve yours.
Here’s hoping your 2018 is a very successful one!!
Last Saturday, as I was returning home from an auto glass repair and replacement industry meeting, I had the honor of experiencing an event that I’ve never before had. I was sitting on a Southwest Airlines plane in Jacksonville, Florida when the pilot asked for everyone’s attention. After flying several million miles in my life I was expecting to hear him tell everyone onboard the old tired lines of “Welcome to Southwest” or “Today we’ll be flying over storms so be sure to keep your seat belts securely fastened” or “We’ve got a great cabin crew today…”; something that you hear each time you fly, but really don’t pay that much attention to. What I heard caused me to stop everything that I felt was important at that instant as did everyone else on the plane. Very sadly, but at the same time everyone on the plane had the extreme honor of carrying home a fallen sailor. The pilot never told us his name. The fallen sailor had his Navy escort taking him home to his family for his final rest.
Perhaps you have heard a pilot make an announcement such as that on a flight that you’ve been on, but never before had I heard that announcement. The pilot spoke solemnly and respectfully of the sailor that had fallen, his escort in uniform quietly sitting alone in the front row we all listened attentively to the pilot. I’ve never heard such quiet during a pilot’s announcement. Everyone stopped and listened; people loudly on cell phones stopped talking; not a sound was being made. After the pilot spoke everyone on board began to softly clap hands for the fallen soldier. The rest of the flight was one of the quietest flights I’ve ever experienced.
You read in newspapers or hear on your local news of fallen soldiers who lay down their lives for each of us and our country every day. Although I do not have any military experience, my father and oldest brother served and I always say a quick prayer. But in this experience it really brought into focus the idea of sacrifice and how little of the various things that we feel are important in our daily lives really are in comparison.
The pilot made another announcement before we landed asking everyone to remain seated after the plane landed and stopped at the gate; allowing him and the Navy escort to leave the plane in respect. No one moved or made a sound after we landed and arrived at the gate. Everyone quietly sat and watched the very young sailor in the first row stand, put on his uniform jacket and wait for the pilot to come out from the cockpit. When the captain opened the door and stood next to the Navy escort they saluted each other and slowly walked off the plane. Still no one moved until the flight attendant thanked everyone for their cooperation and everyone quietly exited the plane.
Whenever I walk through an airport I thank soldiers in their camouflage uniforms for their service. The response is always, “Thank you sir.” I keep thinking about the honor of being on a plane with someone who was prepared to give his life in service to our country and paid the ultimate sacrifice. A thank you doesn’t suffice.
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.
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.
What each of us is today is a reflection of experiences we’ve had in our lives. It is at the same time both interesting and frightening to take a look at different people and wonder what could have possibly happened to make them become what they have become. Have you ever thought about what may have happened in someone’s past to make them become what they are today?
Nothing brought that question more into focus than when last week we saw how countless nameless people; heroes without concern for their own safety went to the aid of those who were victims of the terrorist act perpetrated on the innocent at the finish line at the Boston Marathon on Monday, April 15, 2013. Without giving any thought to the potential risk to them; we saw first responders help those who were injured by this truly senseless act. In those who chose to become police officers, fire fighters, emergency medical technicians (EMT’s), whose job it is to serve the public we saw countless examples of valor and heroism. Amazing people; doing amazing acts to help all who were injured. Those brave men and women who run toward danger instead of from it.
Keeping in mind all that those public servants did to help during this tragedy, you have to then look at all of those who were volunteers working the race or those that were watching friends and family running the race who sprang into action to help all who were injured by this truly senseless act. How amazing these people were who you would have thought would have run from the danger, but instinctively ran towards it. What is it in their backgrounds that brings out that kind of reaction? That desire or need to help others. You would like to think that in that moment you too would choose to run toward the danger and help rather than run from it.
Last Saturday at Fenway Park where the Red Sox were playing the Kansas City Royals you had to watch in awe at the tribute to victims and heroes of the Boston bombing. Neil Diamond was there leading the singing of his song “Sweet Caroline” and then the “National Anthem” was sung by all in attendance. It was inspiring to watch and all of Boston united in that ceremony. Boston Red Sox designated hitter David Ortiz said, “This jersey that we wear today, it doesn’t say Red Sox, it says Boston. We want to thank you, Mayor Menino, Governor Patrick, the whole police department for the great job they did this past week. This is our %$&+#@* city! And nobody going to dictate our freedom. Stay strong.” The Red Sox ended up winning the game 4 to 3.
In the Netflix mini-series “House of Cards” the main character is Frank Underwood, a member of the United States House of Representatives. Whether you like Frank or not he is a composite of his past, the experiences he has had in his life. While sitting at his favorite restaurant in Washington, D.C., a hole in the wall barbeque joint Frank listens to the owner of the restaurant, a man named Freddie while Frank is enjoying a plate of ribs. Freddie is telling him about a near-miss accident involving a refrigerator falling off a minivan on a highway. After listening to Freddie tell how he almost died swerving out of the way of that refrigerator Frank looks in the camera and tells us, “See, Freddie believes that if a fridge falls off a minivan you better swerve out of the way. I believe it’s the fridge’s job to swerve out of mine.” When you think of all those first responders and civilian volunteers who ran toward the danger and risked their lives to help those in need they believed that it was the refrigerator that needed to swerve.
To all of those who want to bring harm to our nation you should know that there are countless Americans who will not swerve. Hat’s off to all of those who ran toward danger in Boston this week to help those who needed help.
To those who perpetrated this act, there is a special place in hell for you.
Donate to OneFundBoston2013