Posts Tagged safelite auto glass
It’s my favorite time of year for sports!!
The 2012 National Collegiate Athletic Association (NCAA) Men’s Basketball Tournament known as ‘The Big Dance’ offers 68 Division 1 basketball teams (27 teams are automatic qualifiers for the tournament by winning their individual conference tournaments and an additional 37 teams that are selected by getting the nod of the tournament ‘Selection Committee’ based on the teams “body of work” during the 2011 – 2012 basketball season), along with 4 additional teams that get a chance to play enduring an elimination round at the University of Dayton Arena the opportunity to lift the Championship Trophy and be crowned the NCAA Men’s Basketball National Champion. To become the Championship team, they will have to win all 6 games they play in the tournament. The teams that will be playing this year will be announced beginning at 6 p.m. Eastern on CBS television this Sunday, March 11, 2012.
March Madness takes us to and from various arenas around the country ending up in New Orleans from March 30th-April 1st for the Final Four. The teams are ‘seeded’ ranked from 1st to 68th in 4 regional brackets with 16 teams in each bracket (1 plays 16, 2 plays 15, 3 plays 14,…….8 plays 9, I think you get the idea), along with the 4 play-in teams.
It’s a fairly complicated process that pits the best teams in Men’s NCAA Division 1 Basketball against each other in competition for the title of National Champion. If you’re not fully engrossed in March Madness you can follow this link to learn more (2012 NCAA Men’s Basketball Principles and Procedures).
‘The Big Dance’ is the culmination of an endurance test that starts in the fall of each year. NCAA Division 1 Men’s Basketball is composed of 346 teams in 32 conferences plus 4 independent schools all starting the season working to get there’. The chances of reaching the tournament are 1 in 5. Those really don’t sound like bad odds. What makes March Madness a great sports event is the opportunity for an ‘underdog’ to reach the Sweet Sixteen, the Elite Eight, The Final Four or even make it to the Championship Game Final.
It happens. In 1983 the North Carolina State (NC State) Wolfpack, coached by the legendary Jimmy Valvano (nicknamed Jimmy V), won what is considered to be one of the best Championship Final Games in the history of the sport on a last second tip-in by Lorenzo Charles after a miss by Derrick Whittenburg beating the favored University of Houston Cougars. NC State’s team was a ‘Cinderella Story’.
Last year the number 11 seed Virginia Commonwealth University (VCU) Rams made it into the Final Four by beating the number 1 seed Kansas in an Elite Eight game. The Butler University Bulldogs, a number 8 seed, made it into the Championship Game (two years in a row – in 2010 they were a number 5 seed) where the team played the number 3 seed University of Connecticut (UConn) Huskies. UConn was the highest seed making it to the Final Four. What happened to all the number 1 and 2 seeds? They were all obviously beaten by lower seeded teams. UConn ended up beating Butler in the Championship Game 53 – 41.
I think that there are similarities between the March Madness process and the auto glass repair and replacement (AGRR) industry. Perhaps a stretch to compare the two, but it’s my blog so here it goes…..
Imagine if the AGRR industry had a Division 1 Tournament (there are 3 NCAA men’s basketball divisions, but Division 1 is made up of the top colleges). Would the company that you work for be invited to the tournament based on how you rank in the market or markets you serve? If your answer to that question is yes, then what ‘seed’ do you think your company would receive giving you a chance to get to the Championship Game? Does the level of work and the service you provide match up to those you compete with in your markets? Yes? Great! You’re invited to ‘The Big Dance’!!
Another prerequisite for participating in the tournament is one that the NCAA tournament has too. You can only play one team from your company. If you happen to be one of those companies that operate under multiple company names in the same market you can’t expect to get them all into the AGRR tournament as that wouldn’t really be fair, so pick the one that you think can take you all the way to the end and quit trying to manipulate your odds.
Now that you’ve done all that work to make it into the big dance, is your company a highly seeded contender or are you a lowly seeded ‘underdog’? In ‘The Big Dance’ the underdog has a fighting chance. Not a great chance, but look at how the Butler Bulldogs and VCU Rams did in last year’s tournament. It happens.
Oh yeah….I forgot to also mention that the big difference with games played during March Madness versus the regular season is the tournament rule that there is never any home court advantage. Home teams often get more fouls called against the visiting teams by officials who have a tendency to do so to keep the hometown fans off their backs. All games are held on neutral courts so there is no home team advantage. Sadly that rule is suspended in the AGRR tournament to give one team an advantage. Safelite® Auto Glass gets to play all its games on a home court.
When you look at the 4 different brackets of my imaginary AGRR tournament who do you think will be the number 1 seeded company? How will it do versus the number 68 team do you think? Obviously the number 1 seed in the AGRR tourney is Safelite® Auto Glass. One of their star players is a gentleman named Ryan. You see him on television all the time (someone told me that they were going to cut those TV ads way back starting January 2nd…..guess not).
A potential problem for all of you who’ve made it into the AGRR tournament is that Safelite® Auto Glass decided to take the number 1 seed in all four brackets. Remember I mentioned earlier that no company could play under different names, but I didn’t say that there weren’t advantages to being the big guy and they have so many players that they get into all 4 brackets as the number 1 seed. And Safelite® owns most of the basketball courts (markets) and it has cornered the basketball market (insurers, fleets and cash customers, even suppliers) so they get to make most of the rules in the tournament. Now who do you think has better odds to win? The chances for a ‘Cinderella Team’ getting into the Final Four are tough as the odds are Safelite® is going to make it in with all 4 of its teams. You can imagine the odds for my hopeful Cinderella making it into the Championship Game. Sadly non-existent.
It seems to me that it’s a foregone conclusion that Safelite® has achieved the ‘dynasty’ status that the University of California, Los Angeles (UCLA) Bruins achieved from 1964-1975 (except for 1966 when the University of Texas, El Paso – UTEP Miners won and 1974 when the NC State Wolfpack won). The Bruins were coached by the legendary Coach John Wooden. But I’m still holding out hopes that someone, somewhere will be up to the challenge of taking on Safelite®. After all, since that 17-year run where the Bruins won 15 NCAA Division 1 Men’s Basketball Championships….they’ve only won one Championship Game since and that was in 1995.
One of President Ronald Reagan’s favorite jokes was,
Worried that their son was too optimistic, the parents of a little boy took him to a psychiatrist. Trying to dampen the boy’s spirits, the psychiatrist showed him into a room piled high with nothing but horse manure. Yet instead of displaying distaste, the little boy clambered to the top of the pile, dropped to all fours, and began digging.
“What do you think you’re doing?” the psychiatrist asked.
“With all this manure,” the little boy replied, beaming, “there must be a pony in here somewhere.”
So I am optimistic that something will happen to level the playing field and give others a fair chance to realize their dreams of winning an AGRR Championship Game.
A couple of weeks ago my mother experienced shortness of breath along with chest pains. Two hours later she called her sister who lives close by and told my aunt she was thinking that she should go to the emergency room. They could’ve called 9-1-1, but instead together they made the decision to have my aunt drive my mother to the closest emergency room in a hospital about 30 miles away.
My aunt is 91 and my mother is 90……
They made it to the E.R. and after a few days in hospital my mother was released and is doing fine. I talked with them about whether they thought they really made the best decisions to drive down themselves based on the symptom’s my mom was experiencing, the fact that ambulance service was readily available and that it was snowing that day. I hesitated to mention their age to them.
They both are very independent women who have great genes. I’m very happy that they both are very independent and it’s great that they rely on each other, but they reluctantly agreed that they probably made a bad decision even though it turned out okay so it wasn’t that bad of a decision. I suggested that perhaps they should’ve called 9-1-1 and they said that next time they would. I’m not so sure they will though.
If you look up the definition of decision in the Merriam-Webster Dictionary you will find:
“a determination arrived at after consideration”.
We make countless decisions every day just like my mom and aunt did. There are good decisions and bad ones, and all are based on a myriad of bits and pieces of information that we take into consideration. Most decisions we make are uneventful, but some carry great consequence for those who can be affected by them. Consequential decisions are often forks in the road and generally require more information and greater evaluation of the right or wrong road to follow. Those consequential decisions will most likely be based on the values or principals you hold. They therefore provide a clear view of who you are and what is truly important in your personal and business life.
You can be decisive in your decision making or you can hesitate and be indecisive. Indecision makes all decisions more difficult because when you’re uncertain, unsure of your decision, it will often lead to less-than-positive results. Even after giving great thought and consideration to a decision it can turn out badly, but with careful consideration and a look at all the information available, those difficult decisions you make tend ultimately to be the right ones.
If you’re an auto glass shop owner or manager you make decisions relating to whom you hire to work for your company. You decide what kind of on-going training you provide to your employees. You decide the quality of the auto glass you buy for them to install and you make a really big decision on the urethane adhesives that you buy for your auto glass technician (AGT) to use when they install windshields for your customers.
Does the urethane you buy cure in 1 to 4 hours and provide a safe drive away time for your customers and their passengers? Do you tell your customers when their vehicle is safe to drive? Is it really safe for them to drive? As the shop owner it’s your decision. You make a decision on whether your company will join the Auto Glass Safety Council and follow the Auto Glass Replacement Safety Standard – AGRSS® as a registered company or not. If you become an AGRSS Registered Company you open your doors to an independent 3rd party validation process proving that you adhere to AGRSS®. That decision is important to all consumers who expect that their auto glass replacement is installed safely. I strongly feel that supporting the Auto Glass Safety Council is an easy decision for anyone who provides auto glass replacements to consumers. What do you think?
Your AGTs are responsible for making decisions when they are installing auto glass too. An AGT could make the decision to take a short-cut during the installation, or he could go forward and complete an installation of a windshield where a rust issue exists which could cause an adhesion problem effecting the safe installation of the glass. Or he could contaminate the surface of the pinch-weld or glass, he could use an outdated urethane which could affect the adhesion of the glass installed, etc. Whether your company is a small one or the largest, you have AGTs making decisions that affect safety with each install. Are they making the right decisions for your customers?
When an insurance company makes decisions regarding which company it chooses to replace auto glass for policyholders, what information do you think it uses to make those decisions? What information do you think is important for agents or brokers who are in a position to recommend auto glass service providers to policyholders?
What are the key drivers for these decisions? Quality should certainly be the key driver. Price is also certainly a factor as is the importance of an efficient claim handling process for the insurance company, agent and/or broker. The service and convenience provided to the policyholder should also be a factor in the decision making of those who are in a position of influencing where a policyholder has their glass replaced. Neither the steering of a customer to a particular AGRR company that also happens to be answering the call for the insurance company nor the practice of handing a gratuity to the agent/broker should be a part of the decision-making process. Sadly it is. What do you think the key factors for those making these important decisions should include?
We all have had to make many consequential personal and/or business decisions over the years. When we make those consequential decisions they often affect not only you and your family, but they also often have an unintended effect on others too. They aren’t easy, but they say a lot about your character.
The last stanza of the poem “The Road Not Taken”, penned by the great America poet Robert Frost says:
I shall be telling this with a sigh
Somewhere ages and ages hence:
Two roads diverged in a wood, and I—
I took the one less traveled by,
And that has made all the difference.