Posts Tagged David Rohlfing
Posted by "Just Sayin'..." in aftermarket, AGRR, aumotive after-market, Auto Glass, Autoglass, Business, Call Centers, Collision Repair Industry, Disruption, Disruptive Innovation, distrigution, Economy, Fortune 500, General, Innovation, Insurance, Leadership, PGW, PPG Industries, Programs, recipe for success, Retail, Service, Software, Solera, supplier, Technology, Third Party Administrator - TPA, USP, Windscreens on October 19, 2014
For me, listening to keynote speaker Tony Aquila, CEO of Solera Holdings, Inc. at Auto Glass Week in Baltimore was most interesting. He led Solera’s purchase of LYNX Services, GTS and GLAXIS from owners Pittsburgh Glass Works LLC and PPG Industries, Inc. earlier this year. Tony’s accomplishments are considerable, especially considering that he grew up sweeping floors working in his uncle’s body shop and he has a 9th grade education. You have to be incredibly impressed by the guy.
The “Strategic Focus” web page for the company states, “Solera is the world’s leading provider of software and services to the automobile insurance claims processing industry.” (Link to corporate history) Solera will certainly be changing the world of auto glass repair and replacement (AGRR) with innovative software solutions that will simplify the claims handling process surrounding glass repair and replacement. The organization has the potential to affect the way all consumers and influencers ultimately buy AGRR products and services dramatically. Depending upon the vision and direction Solera heads automotive aftermarket parts and service providers, including the auto glass repair and replacement industry (along with the collision repair industry and parts distribution industry) could be in for some big changes. It’s all about taking out market inefficiencies and reducing costs associated with those inefficiencies.
Just look at the AGRR industry. To ensure that service level expectations of the consumer is ultimately met, any software program would need to have access to the real-time inventory level of any supplier or distributor warehouses in the area, the inventory levels of any AGRR shop or technician in the vicinity vying for repairs or replacements, along with the schedules of all technicians available to properly repair or replace the part.
Imagine when an auto glass replacement is required, if it would be possible for the software program to instantly search for the part determining which supplier(s), distributor(s) or AGRR shop(s) has (have) the part in stock; perhaps ranked by cost for the part while finding the best auto glass replacement technician suited to properly install the part; when and where the consumer wants it installed. With that capability you then have to start asking some questions like:
Once the software program has all of the information required to start processing an auto glass replacement, who or what company is directly buying and paying for the part(s) required?
It could be:
- The AGRR shop or technician facilitating the replacement or
- Maybe the customer’s insurance company or
- If it’s a cash job the consumer could pay.
Which of the three above pays for any part required is important to determine the all-in price to be paid for replacement parts, along with the price paid for required installation supplies and labor.
So which organization determines the pricing level for the various scenarios outlined above?
Who is buying and paying for the part and installation supplies required?
Who is paying for the technician to install the part?
Answers to these and many other questions will give you an idea as to where the industry could be heading. There will be changes coming and margins are probably going to change in the AGRR industry in the near future. And probably not for the better.
What is it you’re doing to be prepared for the future?
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I recently read the argument that attorneys for Safelite Group Inc. (Safelite) made relating to Connecticut’s Public Act-13-67(c) (2) in a glassBYTEs.com article. They argued that,
“it puts appellants Safelite Group Inc. and Safelite Solutions to a Hobson’s choice….”
“Hobson’s choice” refers to a businessman by the name of Thomas Hobson who ran a livery in Cambridge, England in the 1600’s. Hobson required that every rider asking to hire one of his horses to always take the horse nearest the door. If a patron didn’t want to use that particular horse no other horse could be used. A “take it or leave it” choice. As another source on the origins of the phrase states, “A Hobson’s choice is a free choice in which only one option is offered.” I thought using “Hobson’s choice” in this particular instance an interesting one considering the origins of the term. More on that later.
This link to the summary of the act that was first introduced in the Insurance and Real Estate Committee of the Connecticut House and ultimately signed by the Governor of the State of Connecticut required that in the handling of any insurance auto glass claim in the State of Connecticut that:
“The act requires that a glass claims representative for an insurance company or its third-party claims administrator, in the initial contact with an insured about automotive glass repair services or glass products, tell the insured something substantially similar to: “You have the right to choose a licensed glass shop where the damage to your motor vehicle will be repaired. If you have a preference, please let us know. ” By law, appraisals and estimates for physical damage claims written on behalf of insurers must have a written notice telling the insured that he or she has the right to choose the shop where the damage will be repaired (CGS § 38a-354).”
“The phrase Hobson’s choice goes all the way back to 17th-century England. For 50 years, Thomas Hobson ran a stable near Cambridge University. There he rented horses to students. Old Man Hobson was extremely protective of those animals. He rented them out according to a strict rotating system. The most recently ridden horses he kept at the rear of the stable. The more rested ones he kept up front. That meant that when students came to get a horse, Hobson gave them the first one in line—that is, the most rested. He’d let them rent that horse, or none at all.”
Perhaps you see where I was thinking that Hobson’s choice was an interesting phrase for the attorneys to use in their argument. First, Public Act-13-67(c) (2) is a duly enacted Connecticut law so their client really doesn’t get a choice in deciding whether they wish to follow it or not. As is their right, they can dispute the law which is obviously why the company is filing the appeals to the act which provides Connecticut consumers a choice in what company repairs or replaces their damaged auto glass. It’s just that at his stable Hobson didn’t want the same horse(s) being used each time by his patrons. Hobson wanted his patrons to use only the horse(s) that he wanted them to use. You can understand why Hobson wanted to rotate his horses so that each got equal use. Safelite wants Connecticut consumers to only use the auto glass repair and replacement (AGRR) company that Safelite wants them to use. In this case it would appear that Safelite is Hobson.
By enacting Public Act-13-67(c) (2), the State of Connecticut took steps it deemed appropriate to protect consumer choice for residents of the state. There are any number of AGRR companies operating in the State of Connecticut for consumers to use when they sustain auto glass damage. So is it “A Matter of Self-Interest or Consumer Choice”? Isn’t it Safelite that is attempting to provide Connecticut consumers with a Hobson’s choice?
“Any customer can have a car painted any colour that he wants so long as it is black.”
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I was recently sitting in an airport waiting for a flight and for 30 minutes I stood mesmerized watching an amazing sculpture designed by George Rhodes known as a ball machine. This wasn’t the first time I’ve seen one of these ball machine sculptures. The first one of Rhodes designs I saw was in the late 1980’s while walking through a terminal at Boston Logan Airport. I remember almost missing my flight watching and listening to the sculpture. This Rhodes sculpture at another airport attracted young and old alike. The sculpture really doesn’t serve any practical purpose, but is an intriguing piece of kinetic art. It’s hard to pull yourself away from watching all that is going on – a sculpture that often uses a combination of drums, cymbals, gongs and depending on your point of view makes either a virtual cacophony or euphony of sounds.
“A Rube Goldberg machine is a contraption, invention, device or apparatus that is deliberately over-engineered or overdone to perform a very simple task in a very complicated fashion, usually including a chain reaction. The expression is named after American cartoonist and inventor Rube Goldberg (1883–1970).”
While watching the steel balls that roll endlessly though the intricate Rhodes sculpture I started thinking about examples of how some businesses work effortlessly and continuously in a similar endless fashion. Businesses that provide the same exacting levels of customer service and delivery of a product (or products) over and over again that are a key to success. Some businesses have developed very simple processes to find success while other companies tend to overcomplicate processes in an attempt to achieve success.
While at the sculpture I was holding a Starbucks coffee and that company certainly comes to mind as a business that invariably delivers both simple and very complicated orders efficiently and effectively. This Seattle based company that got its start almost 40 years ago has today become the largest coffeehouse with over 23,000 locations in 64+ countries. I just order a Venti black coffee when standing in line at Starbucks. I can never tell if the barista is happy or somehow saddened by my straightforward order. A Huffington Post blog titled “The Most Obnoxious Starbucks Drink Orders“ details some of the complicated orders at Starbucks such as a ‘Venti Iced Skinny Hazelnut Macchiato, Sugar-Free Syrup, Extra Shot, Light Ice, No Whip’. Now that order would be a challenge to any barista fulfilling Starbucks “delicious, handcrafted beverages” mantra. It makes me smile when I hear someone standing in line ordering a similar concoction. It really doesn’t matter where in the United States or the world you place your order; Starbucks seems to always deliver the same level of consistent service regardless of the local. The company has obviously spent a great deal of time and effort in perfecting the delivery of consistent levels of service, but it all seems pretty simple to the casual observer ordering coffee. Everyone knows that you’re going to have to wait a bit when ordering one of the “delicious, handcrafted beverages” mentioned earlier versus my Venti black coffee order, but those who order the complicated drinks don’t mind. They know they are going to be rewarded with a delicious drink made to order by a barista that has perfected his or her craft. In plain sight the platform seems pretty simple. Do you think that behind the curtain there resides a Rube Goldberg machine? Doubtful.
Can you think of other businesses which deliver products consistently in a simple straightforward manner? Maybe FedEx, Amazon.com or even MacDonald’s could come to mind. Fortune Magazine lists 50 of the “World’s Most Admired Companies” and the top 5 are:
- Berkshire Hathaway
I’m sure you’d agree that each of these companies is the polar opposite of a Rube Goldberg.
I’ve worked in a business or two that have taken great steps to simplify business processes through employee training and the use of technology in an effort to reduce back office costs that keep company investments focusing on people and growing the platform. And I’ve worked in a business or two that seems compelled to use a Rube Goldberg machine mentality. I think that those who insist on making simple processes overly complicated could find greater success by streamlining operating procedures, but as long as shareholders are pleased with the return on investment, changes in operating styles aren’t likely to happen. In a highly competitive industry companies that are overcomplicated ultimately could be disadvantaged versus others in the same industry that have found ways to reduce the Rube Goldberg machine mentality.
Do you know of businesses in your industry which operate more like a Rube Goldberg machine (deliberately over-engineered or overdone to perform a very simple task)? I’m sure that you do. Noted management doyen Peter Drucker is quoted as saying:
“Only three things happen naturally in organizations: friction, confusion and underperformance. Everything else requires leadership.”
It has to be frustrating for people who work for companies that use complicated procedures or policies in an industry where other companies have found a simpler way of delivering the same service. I’m sure you can come up with some examples in your industry.
So, what’s it like at the company you’re working? Does your company operate more like an Apple, Amazon.com, Google, Berkshire Hathaway and Starbucks; or does it operate more like a Rube Goldberg? Imagine the potential for those companies that operate using a Rube Goldberg machine mentality that pivot to find a better way to provide the services or products they offer. If you look at your company and think you see an area of the business that might resemble a Rube Goldberg machine, perhaps you should seek ways to make it a little less complicated. Isn’t that what leadership is all about?
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A few weeks ago we decided to take a road trip. The trip has taken us through Indiana, Michigan, Canada, Vermont, New Hampshire, Maine, Massachusetts, Connecticut, New York, New Jersey, Pennsylvania, Delaware, Maryland, Washington, D.C., Virginia, North Carolina and now onto South Carolina, Tennessee, Kentucky and then back to Illinois. We could add a couple of other states to the trip. It has been a great road trip. Besides keeping my eyes on the road I also kept an eye out looking for windshields in need of repair or replacement as I have since I entered the auto glass repair and replacement (AGRR) industry. I was also looking for mobile auto glass vehicles along the way.
In an article titled “April Miles Driven Increases” that appeared in glassBYTEs.com last week, the web site reported that there was an overall 1.8% increase in miles driven in 2014 versus 2013. Only the Northeast reported fewer miles driven. Based on our experience, the number of vehicles of all types on the road has been pretty amazing. We’ve encountered very heavy traffic everywhere we’ve been so far and, since one of the three key drivers for the AGRR industry is miles driven (the weather and the economy the other two), perhaps this is another good sign for glass breakage and future business….at least in the states visited on this road trip.
I’ve spoken with a number of people who either own or work for AGRR retail and wholesale companies; regardless of the area in the country in which they compete, each says business has been great this year! In other road trips over the past few years there have always been a plethora of windshields in need of repair or replacement on the drive, along with countless plastic and tape wrapped broken door, quarter or back glasses (the “do nothings” – those who break glass and don’t repair or replace it). On this road trip I have been surprised to see very few broken windshields or taped up door, quarter or back glasses. Hopefully this is a sign that people are repairing or replacing glass when it breaks.
I saw the first AGRR mobile van on the road trip in Canada – a Speedy Glass van (I was the President and CEO of Belron Canada in the late 90’s and early 00’s). I didn’t see my next mobile van until I saw a Tiny & Sons Auto Glass mobile van in Massachusetts. I have driven by a number of glass shops on the road trip (and stopped by a few) and I didn’t see any mobile vans parked at the shops so I assumed (hoped) that each was busy doing mobile replacements. I’m in North Carolina now and I haven’t seen any more mobile vans. Odd I think as I see them in Chicago all the time.
After the strong winter season across much of the country we experienced some “Wind at our Backs” which was discussed in previous posts. Perhaps with a steady increase in year-on-year miles driven, and if the economy will come out of the doldrums we will see some positives for the AGRR industry. You still have to have to figure out how to deal with the big guys increasing market share and the brand recognition programs in play. If this year’s weather provided and continues to provide AGRR opportunities, if the miles driven continues to grow providing further opportunities and if the economy going forward gains strength and provides further opportunities; you’ve got something to work with. Not always easy I understand, but if it was easy you’d have a lot more competitors to deal with. You just need to continue to figure out what you can do to push and pull consumers to your business.
Aftermarket glass, agrr industry, auto glass, Auto Glass Company, auto glass industry, Auto Glass Replacement Safety Standard, Auto Glass Week, Auto Insurance, Automotive Expert, automotive safety, canada, Connecticut, David Rohlfing, Delaware, economy, glassbytes, illinois, Indiana, Insurance, Insurance Industry, Interstate, just sayin', kentucky, Maryland, Massachusetts, michigan, miles driven, New Hampshire, New York, North Carolina, Pennsylvania, Rhode Island, Road Trip, Small business, state govt., Tennessee, Tiny & Sons Auto Glass, US Govt, Vermont, virginia, Washington D.C., windshield, windshield repair, windshield replacement, windshields
Posted by "Just Sayin'..." in AGRR, Auto Glass, Auto Glass Networks, Call Centers, cars, Driverless Cars, Economy, electric cars, Fleets, General, General Motors, GM, Innovation, Insurance, Legislation, OEM, rental cars, Retail, self-driving car, Service, Technology, Tools, Uncategorized, USP on June 4, 2014
Clayton Christensen developed his disruption innovation theory studying the computer industry. Disruption in virtually any industry will determine winners and losers in business. If you visit the Christensen Institute web site you’ll read that:
“The theory explains the phenomenon by which an innovation transforms an existing market or sector by introducing simplicity, convenience, accessibility, and affordability where complication and high cost are the status quo. Initially, a disruptive innovation is formed in a niche market that may appear unattractive or inconsequential to industry incumbents, but eventually the new product or idea completely redefines the industry.”
At the annual Code Conference held at the Terranea Resort, located in Rancho Palos Verdes, California that brings together some of the world’s geekiest folks; Google’s Sergey Brin debuted Google’s driver-less car (link). These cars were designed without a dashboard, steering wheel or a brake pedal. Why? A driverless car doesn’t need any of those accessories in the cars of the future as seen by the visionaries at Google. Could this be an example of “disruptive innovation” that could affect multiple industries?
This Google designed driver-less vehicle is very different from the self-driving vehicles that Google equipped with the driver-less technology installed on the Toyota or Lexus models that Google first began using. The initial self-driving cars Google used were off –the-lot models made by original equipment manufacturers so each came equipped with a dashboard with all of the typical accessories you’d expect to find both on and under the dash. But this new Google car comes without many of the accessories deemed required, up until now, and Google added a few other things that you will find disruptive long-term. It evidently is equipped with a flexible plastic windshield.
The car can only top out at 25 miles per hour and you’re not going to be seeing it on the highways anytime soon, but nonetheless with Google behind it one can only assume that the company’s long-term goal is to dramatically change driving habits. Will this technology be successful in disrupting the car industry? It would take time and a lot of treasure, both human and monetary. Google certainly has the wherewithal to attract the best and brightest to make this project a reality and money isn’t an issue.
Experts believe a self-driving car will make driving safer. Imagine that you can text or talk on your phone to your heart’s content as you won’t need to be concerned about distractions. Human driving errors should be greatly reduced if all the other cars around you are interconnected resulting in greater safety. Older drivers would have more freedom which would be good for them and great for everyone else concerned about grandma and granddad getting behind the wheel. Disabled drivers would also gain new freedom to rely on themselves versus others. An EY Automotive study says that autos with Autonomous Vehicle Technology will surge from 4% in 2025 to 75% by 2035.
There are going to be winners and losers as self-driving cars gain traction in the coming years. What will greater safety and independence for everyone mean to the insurance industry and all of those in claims departments today if the number of accidents drops? To the collision and automotive parts repair industry? To the rental car industry? To the auto glass repair and replacement (AGRR) industry? To the trucking industry? Countless industries will be affected. There’s going to be a lot of businesses that will rise and fall with this disruptive innovation and a lot of people at risk of losing their current job in an industry affected by the self-driving car.
There will probably be a day when those who want to drive their own cars could be viewed similarly as today’s drunk driver or someone that is texting as they are putting self-driving car riders at risk.
What will the likely outcome be if Google’s self-driving cars become a “disruptive innovation” and disrupt car manufacturers, the transportation industry as a whole and change the habits of the driving public in the years to come? We’ll have to wait to see.
So is there something a company or companies are doing today (or will be doing) in the AGRR industry that is (or will) disrupt the way things operate? Are there innovations that will “completely redefine(s) the AGRR industry”? I think the answer is yes to both questions. There are plenty attempting to disrupt what it is you are doing today and I know that there are those trying to disrupt the future of the industry with new innovations.
Here is another definition of disruption innovation:
“A disruptive innovation is an innovation that helps create a new market and value network, and eventually disrupts an existing market and value network (over a few years or decades), displacing an earlier technology. The term is used in business and technology literature to describe innovations that improve a product or service in ways that the market does not expect, typically first by designing for a different set of consumers in a new market and later by lowering prices in the existing market.”
You probably think we already have enough disrupters in the AGRR industry, but what is your plan going to be if you’re not one of the one’s who has designed or is designing a “disruption innovation” in the industry? Something is certainly coming.
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Last Tuesday, February 4, 2014 there were two items in glassBYTEs.com™ e-Newsletter that I read with great interest. The two articles got me to wondering about how technology could be developed to increase passenger safety in the auto glass replacement (AGR) industry by alerting passengers of potential problems.
The first article I enjoyed reading was the “View From The Trenches” blog post by Neil Duffy. His blog post titled “Nightmare on Stevens Creek” pointed out those in the auto glass repair and replacement (AGRR) industry who are portrayed as “hacks” in the article; those who lower the quality of installations and how our industry is viewed. Many of these “hacks” don’t follow or worse are even aware (an even scarier nightmare) of the Auto Glass Replacement Safety Standard® and what is required, on their part, to ensure that those they install auto glass for are safe in an accident. The second article was an Associated Press article that appeared on TribLive.com titled “Feds want cars to be able to talk to each other“. Seems like a great way for the cars we drive not to run into cars that others drive. This technology will have to be in full use when we move to driverless cars, but in the meantime it could greatly reduce collisions today if rolled out in new cars.
Everyone in the auto glass repair and replacement (AGRR) industry across the country has seen someone who isn’t following proper installation standards and put drivers at risk when auto glass is replaced. There are those in the industry who think the drums are beat too loud about this topic, but it is an issue and Neil rightly points to the concern that he sees with the acts of some lowering the standards which could bring us all down at some point in the future. As Neil wrote,
“This drains the resources and profitability of shops who value quality. By allowing hacks to contaminate our industry we are putting both the public at risk and our own livelihoods. The sad fact is that there is an unwillingness to seek regulatory constraints or to somehow cull the worst offenders in the AGRR industry. Why would a glass manufacturer or wholesaler try to cut the number of sales they could make by calling for the removal of incompetent or illegal customers? Why would a third-party administrator (TPA) demand stringent certification and high-limit liability insurance over negotiating deeper discounts from the same vendors? Furthermore, we, in AGR, play into the hands of our largest competitor who promotes its technician’s training and employee character via the media over smaller companies – the local unknown local glass purveyors – that may prey upon potential clients. That alone can create a bad dream or two.”
Are there auto glass suppliers or urethane suppliers that would walk away from a sale if the supplier is aware of bad behavior on the part of a customer? I for one would like to believe that there are. But would some suppliers step in and provide the products versus losing a sale? Sadly probably yes.
I appreciate Neil Duffy pointing out that there are those in the industry who shouldn’t be installing auto glass in any vehicle because they either don’t know how to properly do a replacement or they don’t care that they are installing a part in an unsafe manner. Bad apples that exist in our industry can lower the value that the vast majority of us in the industry who are doing it right receive as Neil suggests. Consumers believe they are getting a quality product regardless of what company they use. When a company that is doing everything right competes against those who don’t, how could a consumer know that they could be choosing a company that delivers the service and/or products in an unsafe manner which could ultimately cause serious safety issues? They don’t.
The second article that I referenced that appeared on the glassBYTEs.com™ web site on February 4th dealt with the United States government push to require automakers to equip vehicles with technology that will reduce accidents by having vehicles “talk with each other”.
The Associated Press article details the work that the National Highway Traffic Safety Administration (NHTSA) has been doing in cooperation with automobile and truck manufacturers since the early 2000’s to prevent accidents via new technology.
The article quotes David Friedman, the head of the safety administration saying that NHTSA “estimates vehicle-to-vehicle communications could prevent up to 80 percent of accidents that don’t involve drunken drivers or mechanical failure”. Imagine the lives that will be saved with the implementation of new technology. Mr. Friedman goes on to say the goal is “to prevent crashes in the first place”. Historically the government’s focus has been on passengers surviving accidents. On the NHTSA web site the department’s mission reads:
“NHTSA was established by the Highway Safety Act of 1970 and is dedicated to achieving the highest standards of excellence in motor vehicle and highway safety. It works daily to help prevent crashes and their attendant costs, both human and financial.”
The technology that is being developed and installed on vehicles today across the globe is pretty amazing and has been a dream going back over 50 years.
In 1956 General Motors showcased their cars with a traveling show featuring the company’s fleet at events in major cities across the country. The first “Motorama Show” was held at the Waldorf-Astoria in New York City. This “Key to the Future” video was a “featured film at the exhibit that looked into the far distant future of 1976 which predicted a jet age future with electronic digital displays and an On Star like central command that would guide us along our uncrowded path to adventures.”
The view of the cars of the future from 1956 obviously wasn’t reality in 1976, but we will be seeing more and more technology installed in all types of vehicles. This CarScoops.com article talks about an “Augmented Reality System (that) Allows Drivers to See Through Large Vehicles”. The ‘See-Through’ developed by a team from the University of Porto, in Portugal, is directed by Professor Michel Ferreira. The technology is a great advancement in driving safety and will undoubtedly save life’s’. Imagine being able to “see-through” a large vehicle such as a bus in front of you in order to safely pass on a two lane highway.
Virtually every car on the road today has on-board technology that informs drivers of mechanical issues that have been detected. Additionally, mobile telephone hands free devices and Global Positioning Systems (GPS) technologies are available for most vehicles further helping to improve driver safety. Government authorities, driving safety advocates and organizations in cooperation with automobile manufacturers continue to build on technology that improves passenger safety. The ever changing availability of new safety technologies being developed for vehicles is rapidly changing how we interact with vehicles, how the vehicles we drive interact with us and even how the vehicle interacts with everything near the vehicle. A Bloomberg.com article titled “Talking-Car Systems to Be Required as U.S. Weighs Rules” briefly discussed future technologies being developed by CISCO Systems and others for connected cars, along with companies such as Google and Telsa Motors working to employ that technology in driverless vehicles.
So, after reading both of the articles that appeared on the same glassBYTEs.com™ e-Newsletter I began wondering if future technology could be developed to let auto and truck drivers know if the auto glass in the car they are driving or are passengers has been properly replaced. Perhaps a farfetched idea you’d say, but since we all know that a windshield that is being replaced has to be properly installed to ensure that the passenger side air bag deploys correctly to protect occupants and to also maintain structural integrity of the roof; maybe not. As I’ve heard a number of people say over the years, “It’s going to take some politician’s family member or someone important to be killed for something to be done to ensure the safe installation of auto glass.” Certainly no one wants that to happen. As Neil so aptly wrote:
“This writer is truly tired of having nightmares that “Freddy the hack” is becoming the ugly face of today’s automotive glass industry. I see it more and more each day and most worrisome is the complete lack of concern by many within our industry. How can we police ourselves or be policed is the $ 64,000 question that has to be addressed and answered some day, hopefully sooner rather than later. If we continue to bury our collective heads in the sand, it will be our own necks that get hacked, as well as more unfortunate windshields.”
I know of countless AGRR professionals who strive to ensure that auto glass is installed properly and spare no expense to do so. But without either the industry as a whole taking a more active interest or governmental authorities taking a regulatory role in the AGRR industry maybe someone can develop a technology to alerts drivers and passengers alike that the car they are riding in is indeed safe to drive, or not.
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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:
“the state, condition, or quality of being fair, or free from bias or injustice;
“free from discrimination, dishonesty, etc; just; impartial”
“in a fair way; correctly: act fair, now!”
It’s also interesting to see the word fairness shown via TH!NIKMAP’s Visual Thesaurus®.
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 fair, or free from bias or
“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 fair, or free from bias or
“free from discrimination, dishonesty, etc; just; impartial”
“in a fair way; correctly: act fair, now!”
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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.
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 Patriots, Washington 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?
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Each of us knows exactly where we were and what we were doing on 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 . 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.
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 () 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 , 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 “”. 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
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.
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