Posts Tagged safe drive away time
Posted by "Just Sayin'..." in aftermarket, AGRR, AGRSS, aumotive after-market, Auto Glass, Auto Glass Safety Council, Autoglass, Business, Collision Repair Industry, Innovation, Interviews, Leadership, OEM, Retail, Service, Sika Corporation, supplier, Tools, Uncategorized, USP, Windscreens on October 28, 2014
John King is retiring this year as the Vice President – Aftermarket at Sika Corporation. In his role at Sika John has been a key influencer in the auto glass repair and replacement (AGRR) industry both in North America and the world. I wanted to get John’s thoughts on the industry prior to his retirement and he agreed to talk.
Thank you for taking the time to talk again John. I know that you’re going through some changes in your life. You saw an auto glass installation for the first time in 1997 and a lot has changed since then to today. As you prepare to depart an active role in the AGRR industry can you tell us your view of the state of the industry as it relates to the safe installation of auto glass?
John King: For Auto Glass Retailers that continue to provide their Customers with Safe and Cost Effective Glass Replacement and Repairs, the future is bright, as there will always be a need for quality work.
Do you feel that there are more safe installations done today for consumers versus when you first entered the industry in 1997?
John King: Statistics like this are difficult to define, as it becomes more of an observation and opinion, than fact based. However, Economics always drive business decisions, and unfortunately, for the Auto Glass Industry, the Economics of today are much more stressful, than in 1997. For a number of reasons, the size of the Replacement Industry has shrunk over the past 7 years, resulting in a competitive climate that has far too many Glass Shop Companies and Independent One-Off Installers making Installation decisions based solely on the Revenue then need to survive. When that happens, Safe Installations take a back seat, to getting the job done cheaply. While “cheaply” does not necessarily mean incorrectly, it can mean that shortcuts in an installation may occur; “Slipping the Cowls, Short Urethane Beads, Incorrect Use of Priming Systems, No use of Priming Systems, and Not Holding the Vehicle until it is safe to Drive, are all symptoms of an unsafe installation”.
Unfortunately, I still believe that far too many Installers sacrifice a Complete Job, for a Quick Job. Therefore, my answer is that today, that are still far too many unsafe installations being done.
On the bright side, those Shops and Installers that are doing a Complete Job, have vastly improved since 1997. There is more adequate training available today, and for quality installers, who have kept up with training, and who are using the latest technologies of Urethane and Installation Equipment that better equip the Technician for making a Safer Installation, they are light years ahead of the best installs of 1997.
Do you think more needs to be done to ensure that replacements are being done correctly and are there any further steps you feel should be taken to ensure that auto glass is installed safely?
John King: No one likes or wants Government Intervention. However, unless the Industry takes it upon themselves to collectively raise the “bar of performance” when it comes to proper installations, it will only take a high profile auto glass installation related death, to raise the awareness of the Public and those that Govern to actively do something about it.. The Television Program 20-20, that aired 12 years or so ago, raised awareness for a period of time, but unfortunately, that awareness petered out and the public is still at risk. Quality Glass Shops who can “prove” to the Insurance Industry that they do perform Safe Installations, will be rewarded with business in that segment of the market. Glass Shops who implement and use “Net Promoter Scores” and track their Customers’ Satisfaction and Continue to Train their Technicians will be doing what the Consumers need them to be doing.
The Cash Market is another issue, and because it is structured differently and because there is “little to no quality barriers” for someone to enter the Auto Glass Industry, Consumers that utilize the Cash Market vs. the Insurance Market are subject to the unknown.
Have you any advice or hopes for the industry?
John King: Again, there will always be a need for Quality Work in an Industry. Just look at what 2014 has brought to the Automobile Manufacturers, with record numbers of Recalls. Consumers now have the lowest confidence ratings ever for Car Companies and those Manufacturers will only change that conception when Recalls are reduced. Auto Glass Retailers, Glass Manufacturers, Installation Equipment Makers and Urethane Producers need to work together to ensure the Public gets quality installations. There are many great people within the Auto Glass Industry and I believe that those committed to providing Safety will win their fair share.
Fill in the name of who is replacing you at Sika. I know that you’ve been transitioning him into your role as you are nearing retirement. Will there be any changes in direction for Sika?
John King: Mr. Marius Mavrodin replaced me, effective July 1, 2014, although I have still been consulted on important issues. That followed 5-6 months of us working very closely together so that he understood the Industry and our Customer Needs as much as possible. Marius has been with Sika for a number of years, so he knows our capabilities and he is blessed with an Organization that works very hard to provide Quality Products, Services and Support to our Customers. I know there is still room for improvement in what we do and Marius will lead this cause.
As an avid golfer I’m sure golf will play a major role in your retirement. Do you have any other plans you’d care to share?
John King: For the short term, my wife Marilyn and I will take a couple of months to catch our breath. The last 45 years together have flown by and we have been blessed with 5 wonderful children, with the Grandchild count, now at 4. They have been and will continue to be our major focus. It is not so much that I want to retire, but rather, I don’t want to work 50 hours a week anymore.
Fortunately, there are some opportunities for me that might take root. While deciding that, Marilyn loves to play golf as much as I do, and that is a major blessing. We will stay active in Church and Charitable Activities and perhaps do a little travel, but the one thing I will not miss are Planes, Trains and Automobiles, if you catch my drift. I will miss the People, for they have made it all worthwhile, and to all whom I have encountered over the years, I am truly grateful. And lastly but most importantly, I thank My Lord and Savior, Jesus Christ, for looking after My Family and I. We would have been lost without Him.
Thank you very much for your thoughts and insights John. You have provided great leadership to the auto glass repair and replacement (AGRR) industry and I’ve certainly valued both our business and personal relationship. You will be missed by our industry. I’m sure everyone wishes you the best in your retirement and/or the new opportunities that await you.
I was honored at Auto Glass Week™ 2014 to present John with an inaugural AGRR industry award. The award begins a new tradition through which the industry honors an individual for the body of their contributions through the years. The award was once known as the Len Stolk Award (as you will remember Len was an individual focused on the advancement and education of all facets of the AGRR industry). John was an excellent choice to receive this inaugural award.
Photo courtesy of http://www.glassbytes.com
Welcome John King, Vice President – Aftermarket at Sika Corporation. Sika celebrated its 100 year anniversary in 2010, a true testament to the quality of their products and dedication to their customers. Sika has developed product systems in the automotive, construction, and industrial markets with a continuing focus on safety and sustainability. In the AGRR world, Sika produces adhesives for sealing and bonding windshields in the aftermarket auto glass industry that meet and/or exceed OEM (original equipment manufacturer) requirements.
What changes have you seen in the auto glass world since you first joined Sika and began working in this industry?
John King: My first exposure to an Auto Glass Installation, was in 1997, in Zurich Switzerland, where I saw the Technician wearing a shirt and tie, and a smock. This was how this tech dressed every day. To him, his job was his profession. While I certainly do not think that USA Installers need a dress code, I do see that many glass shop companies want to “raise the bar” of customer perception, installer performance and the glass shops’ commitment to safety, within our industry. I firmly believe that this country has many technicians who are committed to this cause, and take pride in their work. Unfortunately, over time, I have seen far too many technicians that care little about quality work, and even less about safety. We have an Industry with an extremely low “barrier of entry”, meaning that anyone can put a phone number on the side of their truck and advertise auto glass repair and/or replacement. However, that does not mean that they know what they are doing, and both the Public and Insurance Industry, know little about how to discern the difference between those who care and those who do not. As our country’s economic conditions have worsened, our industry has become a haven for persons looking to find some type of income. While it does not mean that those techs necessarily perform improper installations and repairs, we have to ask ourselves, have these new industry participants been trained? How are they kept abreast of the ever changing details of vehicle glass replacement? How many of them even care to know anything about “doing it right”?
What changes would you like to see in the future?
John King: Some States have talked about “Licensing” of auto glass technicians. While I do not want glass shops to have to spend any more money then necessary, we have to ask ourselves, “How can we raise the barrier-of-entry into this industry?” Licensing may be one avenue of doing this, while at the same time, providing a means of “raising the bar of safety” within AGR. In any industry where the safety of the public is at stake, there are usually steps that those industry participants must take to first, truly understand what their work is to accomplish, and then secondly, prove they are worthy of doing the work. In essence, become Industry Certified. In AGR, the goal should be to provide correct and safe auto glass installations, meaning the vehicle’s passengers should not be placed at risk after their vehicle is returned to them. Today, responsible Glass Shop Companies take this task upon themselves. They see to it that any new technician receives adequate training, and spends time observing experienced and qualified technicians, before turning the new techs loose, to do jobs on their own. The question to all of us should be, “How does the Public and or the Insurance Industry know that adequate training has taken place?” In today’s AGR market, Glass Shop Companies spend their CSR’s time or their Outside Sales Rep’s time trying to convince prospective customers that “their installations are safer than their competitors”. Unfortunately, there are many Glass Replacement Companies that are either ignorant of a truly safe and quality installation, or they are outright lying. Licensing, which would include testing and certification, may be one of the ways to accomplish industry wide compliance of correct installation standards.
How long have you worked at Sika, and what do you find most rewarding about your job?
John King: January 1997 is when my career at Sika began, and I must admit it took me a while to have an understanding of how this industry works. However, without a doubt, the most rewarding part of the business is getting to know people. There are always business issues, business problems to solve, and strategies to implement, but at the heartbeat of this industry, is its’ people. For me, there is nothing I like to hear more, than an unsolicited positive comment about how our Sika people are perceived by customers. Whether Distributors or End Users, if our salespeople, or our customer service department are liked and appreciated by customers, that means that more than half the battle is already won. The bottom line, is that most people, want to do business with good people. Therefore, if we can hire honest people with good interpersonal skills, and then adequately train them, and provide our customers with quality products, in the end, our sales people will provide excellent service and support to those customers, which would be ultimately rewarded with an ongoing business relationship.
Sika recently created a great animated cartoon called, “No Shortcut to Safety.” It’s a wonderful tool for glass installers and consumer alike, and describes the process of safe windshield installation without using laymen’s terms that can sometimes feel unfamiliar to people who don’t speak AGRR garble.
John, why did Sika Corporation feel it was important to develop this animation video?
John King: The AGR Industry is a cross section of groups. We have the makers of product, the distributors of products, and the users of products, and those who need those products and services, who are collectively the Consumers, or Fleet Customers, or Insurers. Communicating to a wide array of groups, with a single message, is always a challenge. Our message needed to be part technical, part educational, part logical and if possible, part entertaining. Most groups can understand all 4 parts of the message, if the message is short, and studies indicate, even with very intelligent persons, that 4 minutes is tops, to maintain someone’s attention. We investigated a number of ways to develop and communicate our No Shortcut to Safety message, and when we came across the animated concept, it made sense to use the video’s simplicity. We also found from experts in video communication that presenting a new message with an entertaining format, also maximizes the listeners retention of the subject matter; hence a cartoon format.
What were your goals and target audience for this important message, “No Shortcut to Safety?”
John King: The message was still the key objective, and a message of a Safe and Reliable auto glass installation needed to be created and delivered to the Shop Owner, the Technician, and their Customers. .
How would you like to see this video utilized? In other words, what do you feel is the most effective way to reach out to drivers to educate them about safe windshield installations?
John King: Ideally, it is a combination of utilization of the video. First of all, we know safety is important to most consumers. This video has been shown in glass shop waiting areas to hundreds and hundreds of vehicle owners, and feedback from them has been exactly what we desired. They have told those glass shops that they understand what they are doing for them. Nothing has been more rewarding than reaching the Public with this message of No Shortcut to Safety. Currently, glass shop waiting rooms are still the most common place where the message is shown. However, with smart phones and the internet, we would hope to experiment with some glass shops being able to forward this video, to their customer, once they have scheduled a job. The video then acts as an explanation to that customer as to what they should expect, when the job gets done. This approach could then create a real value added marketing piece for shops to make the whole glass replacement experience, an even better one for their customers.
Thank you for joining us John.
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.
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.
Lauren Fix is The Car Coach® With her extensive and impressive background in the world of automotive safety, Lauren is seen and heard coast-to-coast on major TV shows, print, web and radio. She is a winning professional race car driver and self-described alpha mom. As an award winning “automotive and lifestyle expert” Lauren has an educational background in business, engineering and marketing; and is a renowned expert in the many aspects of the automotive industry. I’m honored to have her answer some questions today.
Thank you for taking the time out of your busy schedule to answer some questions. After listening to a talk you gave recently it was very apparent to all in attendance that you are very passionate about educating consumers to help make them become more aware of the importance of keeping their cars in good mechanical condition, as well as making sure they know the ins and outs of how to deal with the automotive service industry when they need their cars repaired. You also are interested in helping those that want to provide the highest level of service to car owners understand the importance of having more knowledgeable customers. It seems like you were born for mission.
How and why did you become The Car Coach®?
Lauren Fix: I always loved cars and helped my father in the garage when I was just a kid. By the age of 10 I was able to help him turn wrenches and get the tools he asked for. I was a “tomboy” for sure. When I graduated high school my goal was to be an actress, but after long conversations with my father, he convinced me to look elsewhere. I went to school for business, communications and engineering classes. I started racing cars at the age of 16 and being on national TV has been just as much of an adrenaline rush. After restoring cars, racing, designed brake systems and writing articles for years about cars, a friend approached me to be a guest on Motorweek, a PBS show. After the show he suggested that I be a dealer trainer as the money was great. I was working for my father’s brake rebuilding company and I had done everything from tearing down old brakes to designing the first drum-to-disc-brake conversion kit. I did ad design, marketing and placement then became a National Sales Manager. You name it and I did it.
This opportunity was great for me as I had been working in the aftermarket side and this opened doors to the manufacturing side of autos. I started in the parking lot and chased cones; this was crazy I had all this experience and a college degree. So I contacted the training company and explained my background, they gave me a chance with a marketing session and thought I was a perfect fit. I worked hard and in a few months and I was asked to be a lead trainer and was lucky enough to get that slot. I trained dealers and dealer principles for many years until 9/11 when we were near NYC and I knew it was time to end this chapter.
In the meantime, I started writing for magazines, websites, regional and national TV appearances educating and informing people about cars and the industry. In January of 1996, there was a blizzard in Chicago and many people were stranded and didn’t know what to do. That led to a phone call from Oprah. Her staff asked me to be a guest on the show and help viewers see how they should be prepared. That led to being a guest 6 times and many reruns. That led to multiple national TV appearance on news and morning shows. Then hosting a show on DIY for 4 years and now a regular segment on Time Warner Cable News.
I also had a performance driving school to top it all off, called Driving Ambitions; it was held exclusively at Watkins Glen International Raceway. We taught 100’s of drivers three weekends a year from 1981 to 2001. It was a great way to learn about people and their cars.
In addition, my husband Paul, and I started a company in 1989 called Classic Tube and we manufacture automotive and industrial tubing products in short runs. I no longer have a desk there but I am still Vice President. Paul also operates Fix Motorsports where we restore collector cars and vintage race cars.
I’m an ASE certified technician, although I only work on my cars and I’m also a long-standing member of SAE (Society of Automotive Engineers). As the spokesperson for the Car Care Council I’ve been honored to help educate consumers for over 10 years and help drivers “Be Car Care Aware”.
You were recently a featured speaker at Auto Glass Week™ 2011 that was held in Memphis. What was the message you took away from your time there?
Lauren Fix: Auto Glass Week was a great idea to merge multiple groups for a common cause, meet budget demands and allow your industry networking and educational opportunities. I learned quite a bit about the industry and look forward to educating consumers on the importance of auto glass and how it integrates with safety. AGRSS® is critical to consumer’s safety and drivers really need to be informed about an area that is never discussed in public.
Where do you see the auto glass repair and replacement (AGRR) industry going? Do you see any problems that need to be fixed?
Lauren Fix: I believe that the auto glass industry can learn from the successes in the automotive aftermarket with educating consumers to be smarter customers. Very little is ever mentioned and insurance companies control the outcome, and as tightly as the drug companies control doctors. This needs to change for all drivers’ safety and consumer’s pocket books.
What do you think about the importance of AGRSS®, the Auto Glass Replacement Safety Standard® Council’s mission relating to consumer safety?
Lauren Fix: I think the mission makes sense and they are on the right track – getting more eyes to the website and a consumer education campaign will raise the awareness for all auto glass installers. There are many ways to do this without spending millions on television commercial campaigns.
In your experience, what do drivers and consumers understand about auto glass?
Lauren Fix: They never even think about it until there is a crack or chip. Then it’s left in the hands of their insurance company and who they push them toward. Consumers are not making the choices for themselves because they are sheltered from the fact and insurance companies are very aware of it so they handle it for them and control the industry for the most part. Consumers need to make their own choices.
Do you think that drivers are aware that their windshield is an important safety device in their vehicle?
Lauren Fix: I don’t think they have a clue. They think seatbelts and airbags work together as a team, not realizing that the windshield is a critical component.
What is the most important safety tip that you personally wish that all drivers knew about?
Lauren Fix: I wish that driver’s realized that they need to learn more than what is taught in driver’s education when they were 16. Safety is more than driving skills and being aware, it’s about making their cars safer on the road for themselves, their families and other around them on the road. Our culture of cars being just transportation is a fallacy because they are an integral part of our everyday lives. Drivers should take the automobile and the industry more seriously; and with respect. If you look at how drivers in Europe see their vehicles and their training it could be a good starting point for the US and Canada to start including some of their programs here.
What does it mean to you to be selected by the Car Care Council Women’s Board (WB) and the Automotive Communication Council (ACC) 2011 winner of the Automotive Communication Award for “B to C Public Relations Efforts” and also the “B to C– TV Segment for the The Car Coach® Show”?
Lauren Fix: This is a great honor, I take being The Car Coach® very seriously, but with some fun involved too. To be recognized for my efforts just confirms the fact the we are doing all we can to help all drivers everywhere to be more informed, be safer on the road, maintain the value of their cars and learn to love them at the same time.
And finally, tell me about your mission and goals for the next year.
Lauren Fix: I just started working with The Weather Channel, and this will offer me the opportunity to reach more drivers. This is all in my monthly newsletter, blog, twitter and RSS feeds. My daughter, Shelby, and I are finishing my 4th book and her first; she is the Teen Car Coach™ helping teens and younger millennial drivers be informed as this generation looks at autos in such a different perspective. My mission is constantly evolving as new opportunities arise from speaking to writing to television opportunities. Also watch for me on QVC and Fox Business Channel. The Weather Channel has added automotive to their lifestyle programming. I’m always listening and learning; so feel free to contact me at www.laurenfix.com.
Thank you again for taking the time to reach out to those of us in the AGRR industry with your message. Those of us who are part of AGRSS® certainly appreciated your appearing at Auto Glass Week in Memphis last month.
Lauren has a strong voice in the automotive industry customer service space. Through her brand and her high visibility in the automotive industry, she can help bring needed attention to the importance of safe windshield installations to the driving public. That’s what I believe. What do you think?