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The Pilkington Clear Advantagetm Zoom Fit + – I< < > >I © 2011 AGRR Magazine. All rights reserved. No reproduction Contents Search Archives E-Mail Subscribe of any type without expressed written permission. September/October 2011 Volume 13 • Issue 5 The Pilkington Clear AdvantageTM Performance through glass technology. t*OOPWBUJWFEFTJHOt#SJMMJBOUMZFOHJOFFSFEt1BUFOUFEt %JTUJOHVJTIZPVSTFMGXJUI1JMLJOHUPO Visit us at www.PilkingtonClearAdvantage.com Charter Sponsor of Auto Glass Week™ 2011 www.agrrmag.com - ADVERTISEMENT - www.glassBYTEs.com™ A Publication of Key Communications Inc. Zoom Fit + – I< < > >I © 2011 AGRR Magazine. All rights reserved. No reproduction Contents Search Archives E-Mail Subscribe of any type without expressed written permission. The Pilkington Clear AdvantageTM 6OQBSBMMFMFEQFSGPSNBODFTQFDJmDBUJPOT OE 2VBMJUZ &YDFMMFODF 5FDIOPMPHZ 5SVTU 1FSGPSNBODF 4VTUBJOBCJMJUZ 4BGFUZ %JTUJOHVJTIZPVSTFMGXJUI1JMLJOHUPO Visit us at www.PilkingtonClearAdvantage.com Charter Sponsor of Auto Glass Week™ 2011 Zoom Fit + – I< < > >I © 2011 AGRR Magazine. All rights reserved. No reproduction Contents Search Archives E-Mail Subscribe of any type without expressed written permission. September/OctoberSeptember/October 20112011 VolumeVolume 1313 •• IssueIssue 55 How Allstate’s Move to Safelite Solutions Unitrin Liberty Could Affect the Mutual Zurich Industry The Hartford GEICO Subscribe at Progressive www.glass.com/ State subcenter USAA Auto Farmers American Family Erie Nationwide MetLife Allstate Also Inside: I Your Guide to Auto Glass Week™ I Branding Booms I The Latest Industry News www.agrrmag.com • www.glassBYTEs.com™ Auto Glass Repair and Replacement Magazine Zoom Fit + – I< < > >I © 2011 AGRR Magazine. All rights reserved. No reproduction Contents Search Archives E-Mail Subscribe of any type without expressed written permission. Distinguish yourself with Pilkington. Visit us at www.PilkingtonClearAdvantage.com Charter Sponsor of Auto Glass Week™ 2011 Zoom Fit + – I< < > >I © 2011 AGRR Magazine. All rights reserved. No reproduction Contents Search Archives E-Mail Subscribe of any type without expressed written permission. Cobalt Sponsor of Auto Glass Week™ 2011 Zoom Fit + – I< < > >I © 2011 AGRR Magazine. All rights reserved. No reproduction Contents Search Archives E-Mail Subscribe of any type without expressed written permission. 4 2 — Features — Volume 13 • Issue 5 September/October 2011 C o l u m n s 4 Field of Vision from the editor 6 Customer Service tips for quality service Special Section: 8 Independent’s Day an iga viewpoint Auto Glass 24 Week™ Preview 10 Supply Chain Dynamics inside distribution Turn to page 24 for a sneak peek at the 12 The Cutting Edge new car installations products that will be on display at this year’s Departments Auto Glass Week™ in the latest news Memphis, Tenn., along 14 AGRReports with event details. 16 Insurance Talk policy briefs 20 AGRSS® News the latest in safety 22 Around the World international issues Allstate Goes 46 Industry Insiders people in the news Toward the ’Lite 36 The nation’s second 48 The Showcase directory of suppliers largest insurer recently calendar of events announced it would be 49 On the Road moving its glass claims 49 Advertising Index index of advertisers program to Safelite Solutions. See what the 50 Price Points competitive pricing and stats industry is saying about this move on page 36, Windshield and Glass Repair along with an exclusive interview with Safelite 42 Ask the Doctor pros who know CEO Tom Feeney. 43 Repair Round-Up nwra reports 44 WGRReports repair news Branded Some auto glass ©2011 by Key Communications, Inc. All rights reserved. AGRR (USPS 020-897) is published 40 manufacturers are 6 times per year by Key Communications Inc., 385 Garrisonville Road, Suite 116, Stafford, pushing retailers to VA 22554; 540/720-5584; fax 540/720-5687. Advertising offices listed on page 4. Un- promote specific brands solicited manuscripts and other materials will not be returned unless accompanied by a to consumers. Find out self-addressed, stamped envelope. All contents are ©2011 by Key Communications Inc. why on page 40. Neither publisher nor its representatives nor its subcontractors assume liability for errors in text, charts, advertisements, etc. and suggest appropriate companies be contacted before specification or use of products advertised or included in editorial materials. Views and opinions expressed by authors are not necessarily those of the publisher. For per- mission to reprint, contact editorial offices. Printed in the U.S. Postmaster: SEND AD- DRESS CHANGES TO AGRR, P.O. Box 569, Garrisonville, VA 22463. ©2011 by Key Communications, Inc. No reproduction permitted without expressed written permission of the publisher. Periodicals postage paid at Stafford, VA, and additional post offices. Questions? Call 540/720-5584. 2 AGRR September/October 2011 www.agrrmag.com Zoom Fit + – I< < > >I © 2011 AGRR Magazine. All rights reserved. No reproduction Contents Search Archives E-Mail Subscribe of any type without expressed written permission. Bronze Sponsor of Auto Glass Week™ 2011 Zoom Fit + – I< < > >I © 2011 AGRR Magazine. All rights reserved. No reproduction Contents Search Archives E-Mail Subscribe of any type without expressed written permission. F i e l d o f V i s i o n from the editor Publisher Debra A. Levy Extension 111 • [email protected] Editor Penny Stacey Extension 148 • [email protected] [email protected] Contributing Ellen Rogers Editors Extension 118 • [email protected] Megan Headley Extension 114 • [email protected] Are Your Customers Assistant Katie Hodge Editor Extension 130 • [email protected] Branded—Yet? Advertising Ally Curran Coordinator Extension 133 • [email protected] by Penny Stacey Art Director Dawn Campbell Extension 150 • [email protected] OST OF US HAVE A LOYALTY thing from acoustics (glass that re- Exhibit Tina Czar to some brand—whether it’s duces noise for its passengers), to rain Manager Extension 115 • [email protected] Starbucks coffee, a particular sensors, even to heated windshields. Marketing Holly Biller, vice president M Director Extension 123 • [email protected] vehicle manufacturer, maybe Nike or I spoke to representatives of two Customer Janeen Mulligan Adidas shoes, a certain type of manufacturers—Pilkington and Car- Relations Mgr. Extension 112 • [email protected] spaghetti sauce, or a particular grocery lex—about the topic of auto glass Web Bryan Hovey store; the list goes on. branding and both noted that they are Developer Extension 125 • [email protected] encouraging retailers to promote their Video Chris Bunn Producer Extension 121 • [email protected] brands directly to consumers (see re- Administrative Erin Harris lated story on page 40). Pilkington even Assistant Extension 0 • [email protected] is in the process of launching a tar- Contributing Russ Corsi Harvey Cohen geted program that will go directly to Columnists Alan Epley Dale Malcolm consumers to educate them on the Carl Tompkins Kerry Wanstrath value of the Pilkington brand (and Published by Key original-equipment manufactured Communications Inc. 385 Garrisonville Road, Suite 116 glass in general). Stafford, VA 22554 But you’ll notice a glaring omission 540/720-5584; fax 540/720-5687 from the article—a retail perspective. Advertising Offices: That is because, unfortunately, I could- Midwest Lisa Naugle n’t find a retailer that is pushing brand Associate Publisher Does the average consumer notice actively at this point. I spoke to one of [email protected] Phone 312/850-0899 brand? Email us with your thoughts. the industry’s pioneers, who shall re- Fax 312/277-2912 main nameless, but he said at this Northeast & Contact Publisher Directly But there are many, many items that point his company brings up brand Eastern Canada Debra Levy [email protected] most of us are comfortable buying only if the consumer is really pushing Phone 540/720-5584, Ext. 111 generic. For example, I am perfectly for a dealer part. Otherwise, the com- Fax: 540/720-5687 Southeast Scott Rickles happy with generic plastic wrap (over pany merely promotes OEM products [email protected] the often popular Saran™ wrap), even and their benefits. He said this could Phone 770/664-4567 if it doesn’t always cling the way it’s change when and if consumers do Fax 770/740-1399 West Coast & Ed Mitchell supposed to, off-brand potato chips reach the point where they are aware Western Canada [email protected] and generic canned goods. I personally of the variety in auto glass brands, but Phone 805/262-2932 just can’t see where Del Monte (or this time hasn’t arrived yet. Fax 805/262-2933 Europe Patrick Connolly whatever brand) peas are necessarily As always, I’d like to hear from you, [email protected] going to be better in taste or quality though. Are you seeing an increase in 699 Kings Road than my grocer’s supplier. brand awareness? And, if not, do you Westcliff on Sea Essex SS0 8PH ENGLAND An industry executive recently sug- think this will change? Beyond that, Phone (44) 1-702-477341 gested, though, that just the way con- how do you handle instances in which Fax (44) 1-702-477559 sumers are very particular about their consumers insist on dealer parts—but China & Asia Sean Xiao [email protected] brands with certain items—such as are insured by companies that aren’t Rm.403, Block 17, Wuyimingzhu, coffee or gasoline—the same soon is willing to pay for them? Please email No.6 Jinshan Road Fuzhou, Fujian, 350001, China. going to happen with glass. This is fur- me at [email protected]. I Phone (86) 591 83863000 ther reinforced by the many value- All Others Contact Publisher Directly added enhancements we’ve seen in Penny Stacey is the editor of AGRR windshields in recent years—every- Q magazine. 4 AGRR September/October 2011 Zoom Fit + – I< < > >I © 2011 AGRR Magazine. All rights reserved. No reproduction Contents Search Archives E-Mail Subscribe of any type without expressed written permission. Simply the Best BETASEAL™ 0°ne All Application Auto Glass Urethane Adhesive UÊOne adhesive for all auto glass replacements.
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