Jan/Feb 2012

Zoom Fit + – I< < > >I

January/FebruaryJanuary/February 20122012 VolumeVolume 1414 •• IssueIssue 11

Subscribe at www.glass.com/ subcenter

www.agrrmag.com • www.glassBYTEs.com™ Auto Glass Repair and Replacement Magazine Zoom Fit + – I< < > >I

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

— Features — Volume 14 • Issue 1 January/February 2012 C o l u m n s 4 Field of Vision letter from the editor The State of 6 Customer Service tips for quality service the Industry 8 Cutting Edge new car installations 20 What’s in store for 2012? See what some of the industry’s leaders project on page 20. Departments 10 Price Points competitive pricing and stats Currently 12 AGRReports breaking news Trending 16 Around the World international issues 24 The industry has made leaps and bounds in software capabilities over the last few 18 Insurance Talk policy briefs years, and continues to grow. See where this segment is 40 The Showroom new products headed on page 24. 41 Industry Insiders people in the news

42 The Showcase directory of suppliers The Annual AGRR™ Buyer’s Guide At Your Fingertips eed a new tool or adhesive? What about information on training opportunities? In the following pages Nyou’ll find all of this and more, including company contact information and the products, services and tools they supply. Get to know the industry’s 43 On the Road calendar of events

A Bldg. C, Suite 312 Glen Ellyn, IL 60137 suppliers by turning to A&I Products 630/942-6597 (P) 1020 22nd Avenue 630/790-3095 (F) Coach Glass Dow Automotive P.O. Box 8 140028 Cross Street 555 Gaddis Blvd Rock Valley, IA 51247 Applied Surface Technologies Eugene, OR 97402 Dayton, OH 45403 740 Pierce Street 541/684-7868 (P) 800/453-3779 (P) p a g e 2 8 . index of advertisers 712/476-4132 (P) 43 Advertising Index 712/476-4236 (F) Waterloo, WI 53594 888/714-7171 (F) 937/254-5125 (F) www.aiproducts.com 920/478-2969 (P) www.coachglass.com www.dowautomotiveaftermar- www.appliedsurfacetech.com See our ad on page 19. ket.com See our ad on page 7. ContactPoint LLC 1664 S. Dixie Drive Duncan Systems Inc. A.N. Designs Inc. Saint George, UT 84770 29391 U.S. Highway 33W 111 Putter Lane Auto Glass Installer LLC, The 866/468-0900 (P) Elkhart, IN 46516 Torrington, CT 06790-4632 P.O. Box 606 www.contactpoint.com 800/551-9149 (P) H 5 8 44 First Jobs where it all started

Six Installation Windshield and Glass Repair

Challenges for 2012

focus on repair Turn to page 34 for a guide 36 Quality Questions

to what’s ahead for

technicians in 2012. 38 Repair Round-Up nwra reports

©2012 by Key Communications, Inc. All rights reserved. AGRR (USPS 020-897) is published Quality Questions 6 times per year by Key Communications Inc., 385 Garrisonville Road, Suite 116, Stafford, The National Windshield VA 22554; 540/720-5584; fax 540/720-5687. Advertising offices listed on page 4. Un- Repair Association (NWRA) solicited manuscripts and other materials will not be returned unless accompanied by a 36 recently announced that a self-addressed, stamped envelope. All contents are ©2012 by Key Communications Inc. study it has conducted has Neither publisher nor its representatives nor its subcontractors assume liability for errors shown a drop in repair in text, charts, advertisements, etc. and suggest appropriate companies be contacted before specification or use of products advertised or included in editorial materials. Views quality across the United and opinions expressed by authors are not necessarily those of the publisher. For per- States. Turn to page 36 to mission to reprint, contact editorial offices. Printed in the U.S. Postmaster: SEND AD- see what the group is doing DRESS CHANGES TO AGRR, P.O. Box 569, Garrisonville, VA 22463. ©2012 by Key about this issue. 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 January/February 2012 www.agrrmag.com Zoom Fit + – I< < > >I

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] Sahely Mukerji Extension 194 • [email protected] Assistant Katie Hodge O’Mara Happy 2012 Editor Extension 130 • [email protected] Managing Dawn Campbell by Penny Stacey Editor Extension 150 • [email protected] Graphic Cari Holt Cayton Artist Extension 132 • [email protected] EREWEAREAGAIN— In this issue, we’ve also included Advertising Nickie Blount another New Year. In this an inside look at what industry ex- Coordinator Extension 131 • [email protected] Exhibit Tina Czar H issue, AGRR™ magazine has pert Bob Beranek says will be some of Manager Extension 115 • [email protected] included an all-inclusive guide to the most major technical challenges Event Ally Curran 2012. From the industry’s leading sup- for technicians in the New Year. Coordinator Extension 133 • [email protected] Marketing Holly Biller, vice president pliers, to top challenges technicians Among these are exposed edge glass, Director Extension 123 • [email protected] will face in the New Year, to what the advanced coatings and more. He also Customer Janeen Mulligan industry’s leaders predict for the year offers tips for how to prepare for Relations Mgr. Extension 112 • [email protected] Web Bryan Hovey ahead—it’s all here. these as the year gets underway. Developer Extension 125 • [email protected] And, finally, if you want to Video Chris Bunn learn more about these and Producer Extension 121 • [email protected] Administrative Erin Harris all of the industry’s newest Assistant Extension 0 • [email protected] issues, please mark your cal- Contributing Russ Corsi Jamie Browning endar now for September Columnists Alan Epley Dale Malcolm Carl Tompkins Kerry Wanstrath 20-22, when the auto glass Published by Key industry will gather in Communications Inc. Louisville, Ky., for Auto Glass 385 Garrisonville Road, Suite 116 Week™. If you were at last year’s Stafford, VA 22554 540/720-5584; fax 540/720-5687 On page 20, you will see that event, I’m sure you’ll be headed Advertising Offices: many of the industry’s leaders are opti- there again—and, if you missed it, be Midwe st Lisa Naugle mistic, though many remain modest sure to attend this year. Last year’s Associate Publisher about what’s to come—predicting that event included countless educa- [email protected] Phone 312/850-0899 miles driven may level out, but hope- tional sessions, days of networking Fax 312/277-2912 fully won’t drop further. Others project opportunities, and a chance to meet Northeast & Contact Publisher Directly that the upcoming presidential election with industry suppliers and associ- Eastern Canada Debra Levy [email protected] could play a role and the economy could ates from across the world who share Phone 540/720-5584, Ext. 111 see a rebound. I am anxious to see the same daily issues, challenges and Fax: 540/720-5687 whose predictions are accurate—and concerns. Southeast Scott Rickles [email protected] what this year might hold in store for the My calendar is marked, and I hope Phone 770/664-4567 auto glass industry. Will miles driven on yours is as well. Fax 770/740-1399 U.S. roadways increase? Will consumers We look forward to continuing to West Coast & Ed Mitchell Western Canada [email protected] continue to hold onto their cars? Time bring the latest news and in-depth ar- Phone 805/262-2932 will tell, but be sure to find out what our ticles to you in 2012. Please also email Fax 805/262-2933 industry leaders have predicted. me at [email protected] to let me Europe Patrick Connolly patco@glass. com Our annual industry Buyer’s Guide know what your predictions are for the 699 Kings Road appears on page 28, and it’s bigger year ahead. Westcliff on Sea I Essex SS0 8PH ENGLAND and better than ever this year; be Happy New Year. Phone (44) 1-702-477341 sure to keep it on hand throughout Fax (44) 1-702-477559 the year for whenever you are look- Penny Stacey is the editor of AGRR™ China & Asia Sean Xiao [email protected] ing for a new distributor, moulding Q magazine/glassBYTEs.com™. Follow her Rm.403, Block 17, Wuyimingzhu, or tool. And, if you have suggestions on Twitter @agrrmagazine, read her blog at No.6 Jinshan Road Fuzhou, Fujian, 350001, China. for how we can grow it further into http://fortherecord.agrrmag.com/, and like Phone (86) 591 83863000 the future, please email me at AGRR Magazine on Facebook to receive the All Others Contact Publisher Directly [email protected]. latest updates.

4 AGRR January/February 2012 Zoom Fit + – I< < > >I

C u s t o m e r S e r v i c e tips for quality service

[email protected]

“Let’s Have a Meeting!” by Carl Tompkins

EGARDLESS OF THE TYPE OR itive affect on corporate morale. meeting purpose. Make sure everyone size of company, one of the Meetings may provide the only op- involved, whether a presenter or audi- Rmost dreaded of all phrases portunity for employees to interface ence member, agrees with the meeting used in conducting business is, “Let’s with one another, which contributes purpose and is provided the profes- have a meeting.” to team spirit. sional courtesy of responding. I’ve met very few employees who 2. Have a well-defined set of tar- look forward to meetings and the Meeting Costs geted outcomes. Make sure that new overwhelming reason why is that they The biggest drawback to meetings SMART (specific, measurable, agree- are believed to be a waste of time. is the cost. The reasons meetings cost able, realistic and time-bound) goals more than what is expected is that are set as a result of the meeting and Meetings are Necessary most owners and managers only con- that the entire team is aware, agree- To fix the problems associated sider the cost of the meeting room, able and accountable. with meetings, allow me to provide travel, room and board. This is the tip 3. Survey and respond to the the necessary details within particu- of the iceberg. Consider the costs as- needs of employees. Remember that lar aspects of meetings. sociated with those people in atten- everyone should have a stake in a Yes, meetings are necessary. When dance, along with the costs meeting and that everyone’s needs meetings are planned and conducted associated with the missed business must be met. Clearing employees’ properly, synergy is achieved, and opportunities by employees not agendas first paves the way for man- more is accomplished by the whole working at their normal job func- agement to make a positive impact, of the group than what is able to be tions. And there are always meeting- but only if they go second. accomplished by individuals. Having related costs that are not budgeted. 4. Delegate meeting development Seldom do companies spend exactly and presentations. Having as many “When meetings what is budgeted; it’s always more. employees as possible involved in de- are planned and signing the agenda, timing and deliv- Results ery is the greatest step possible in c o n d u c t e d The reason why meetings seldom developing a cohesive team approach properly, synergy result in making any direct contribu- toward business success. is achieved.” tion toward improved results is that 5. Have a process to follow up on the subject matter is wrong. Too progress. When the meeting is done, everyone together at the same time much time is spent on history. Yes, it’s the work begins. Be sure to have a to hear the same message and feed interesting to touch quickly on the process of keeping everyone in- off of everyone’s interaction poses past, but anything more than a quick formed of the progress made toward great benefits to an organization. review is a waste of very expensive the goals and purposes set in the Meetings save time since the mes- time. History can be reviewed in an meeting in place. This process should sage can be given to the entire com- email or written report and requires last until the next meeting of similar pany at one time. This allows for little explanation. The key is to move design. Include a survey of how em- quick implementation of new busi- on to subjects of the future; this is ployees felt about the meeting. ness strategies and procedures. what impacts future results, remem- Have a great meeting! I Another great benefit of meetings bering that history is fixed. done well is team-building and Since meetings are necessary and Carl Tompkins is the global marketing cross-selling opportunities. When cost a lot of money, here are the steps Q resources manager for Sika Corp. in employees are separated by miles, to take toward improving the value Madison Heights, Mich., and the author of departments and job responsibili- and impact of meetings: Winning at Business. He is based in ties, coming together can have a pos- 1. Have a well-defined, documented Spokane, Wash.

6 AGRR January/February 2012 www.agrrmag.com Zoom Fit + – I< < > >I

This RED will keep you in the black...

Reduce callbacks and increase proﬁt... Ask for

1414 Commerce Park Dr. • Tipp City, OH 45371 Tel: 800.273.1535 • Fax: 937.667.3647 in the New Red Packaging. www.creativeextruded.com

Zoom Fit + – I< < > >I

T h e Cutting Edge new car installations

2010 Chevrolet Camaro by Jamie Browning

GETTING STARTED: Then, remove the air inlet grille your adhesive manufacturer’s pinch- First, when choosing an adhe- (cowl panel) by removing the rear cowl weld primer to prime all scratches, if sive for this job, you must note weatherstrip. Then release the passen- any exist, and allow to dry according to that General Motors (GM) re- ger side retainer at the windshield far your adhesive manufacturer’s recom- quires the adhesive to meet its enough to remove only the passenger menda tions. Please note that only the specification, 3651G. Always follow the side. There are three small, rivet-type full-cut method is permitted by the Auto Glass Replacement Safety Stan- retainers used on the passenger side AGRSS/ANSI 002-2002 Standard. dard (AGRSS®) for proper installation. that can be removed easily with a Inspect the windshield for defects small, flat tool; after that, remove the PREPARING FOR and any contamination that may com- passenger-side cowl panel. For the THE NEW WINDSHIELD: promise the bonding of the adhesive. driver-side panel, there are six rivet- Dry-fit the new wind- Also look for any distortion, scratches type retainers to be removed, along shield and mark it properly or defects on the glass or moulding. I with the hose for the washer nozzle. to ensure the correct setting recommend you test the rain sensor procedure. Wet-scrub the frit and pre- before starting the installation. REMOVING pare the windshield according to your If the vehicle is equipped with an THE WINDSHIELD: adhesive manufacturer’s recommen- electrochromic mirror or rain sensor, GM recommends using dations, and then apply the adhesive make sure the ignition is off. First, re- only water as a lubricant and install the windshield. Make sure move the rearview mirror by removing for power tools and the use the deck height is correct (factory bead the electrical connector cover and un- of a cold knife for removal. For the size is approximately 8 by 12 mm) and plugging the connector. Next, adjust sides and top of the windshield, a cold that the markings on the windshield the mirror to the full upward position knife or power tool can be used as well line up with those on the body that and loosen (but do not remove) the set as wire. For the bottom, a power tool or were applied during the dry set. screw and slide the mirror upward. wire can be used. Next, remove the wiper caps and wiper FINISHING TOUCHES: nuts. The use of a wiper puller may be PREPARING FOR Install the cowl, wipers required to remove the wiper arms THE NEW WINDSHIELD: and mirror (mirror set properly. Mark the wipers to ensure Trim the existing ure- screw is 18 lb. in. or 2 New- proper installation for both the left and thane bead, leaving it 1 to 2 ton meters (Nm)) in reverse right sides. millimeters in height. Use order from removal and torque the wiper nuts to 21 lb. ft. or 29 Nm. The factory location for the wiper blade placement can be determined by aligning the wiper blade tip to the small circles located in the black frit band area of the lower windshield. Be sure to check the rain sensor and wiper operation before returning the vehicle to the owner. I

Jamie Browning was the gold medalist Q in the 2009 Auto Glass Technician Olympics. He has more than 17 years’ experi- 2010 Chevrolet Camaro ence in the industry.

I am the I cut I protect I reach underneath all around blade. paint from I hard to get mouldings. scratches. scrape I cut urethane. with ease. urethane I have off pinch special welds. talents. Contents Search Zoom Fit+ Reverse Paint UltraThin Bend Protection Serrated Blades Blades Blades Blades Offset Scraper Interior Blades Subscribe E-Mail Archives Blades Blades Blade Should I Ch t oo – “Wha se?”

UltraWiz® a product I< <>>I of A.N. Designs, Inc. www.ultrawiztools.com MADE IN THE USA UltraOne UltraWiz Available From Your Knife Lever 866-482-2921 Local Distributor Knife Zoom Fit + – I< < > >I

P r i c e P o i n t s competitive pricing and stats

2010 Chevrolet Camaro

NAGS Part No. DW01813 • 3.3 Labor Hours (calculated at $40 per hour) NAGS Part Price: $658.80 NAGS Total: $790.80 Hartford, Conn. Total Price Glass Price Labor Glass % % off off NAGS NAGS Total Shop #1 $200.00 N/A N/A N/A -74.7 Shop #2 $405.00 $340.00 $40.00 -48.4 -48.8 Shop #3 $360.00 $280.00 $80.00 -57.5 -54.5 Shop #4 $390.00 $295.00 $95.00 -55.2 -50.7 Average $338.75 $305.00 $71.67 -53.7 -57.2 Median $375.00 $295.00 $80.00 -55.2 -52.6 Indianapolis, Ind. Total Price Glass Price Labor Glass % % off off NAGS NAGS Total Shop #1 $457.00 $207.00 $250.00 -68.6 -42.2 Shop #2 $300.00 $255.00 $45.00 -61.3 -62.1 Shop #3 $359.00 $251.00 $88.00 -61.9 -54.6 Shop #4 $605.32 $540.00 $65.32 -18.0 -23.5 Average $430.33 $313.25 $112.08 -52.5 -45.6 2010 Chevrolet Camaro Median $408.00 $253.00 $76.66 -61.6 -48.4 Jackson, Miss. OR ITS RECURRING PRICE Total Price Glass Price Labor Glass % % off Points department, AGRR™ off NAGS NAGS Total Fsurveyed five major cities in Shop #1 $282.22 N/A N/A N/A -64.3 the United States for the windshield Shop #2 $300.00 $185.00 $215.00 -71.9 -62.1 replacement on a 2010 Chevrolet Shop #3 $312.14 N/A N/A N/A -60.5 Camaro (two-door coupe with solar Shop #4 $309.77 $285.00 $24.77 -56.7 -60.8 windshield). As usual, the compa- Average $301.03 $235.00 $119.89 -64.3 -61.9 nies were told that insurance will Median $304.89 N/A N/A N/A -61.45 Portland, Ore. not be involved and the customer Total Price Glass Price Labor Glass % % off wishes to pay for the windshield out off NAGS NAGS Total of pocket. Shop #1 $338.00 N/A N/A N/A -57.3 AGRR also asked shops to break out Shop #2 $450.00 $225.00 $225.00 -65.8 -43.1 parts and labor. When available, this is Shop #3 $400.00 N/A N/A N/A -49.4 noted below. In some cases, shops Shop #4 $385.00 $309.93 $42.90 -53.0 -51.3 were not willing to provide the break- Average $393.25 $267.47 $133.95 -59.4 -50.3 down—or would only include a por- Median $392.50 N/A N/A N/A -50.4 tion of it—and this is noted Sandy, Utah accordingly. I Total Price Glass Price Labor Glass % % off off NAGS NAGS Total Shop #1 $291.00 $200.00 $91.00 -69.6 -63.2 Shop #2 $286.00 $200.00 $86.00 -69.6 -63.8 Shop #3 $409.00 $250.00 $159.00 -62.1 -48.3 Calling All Readers Shop #4 $270.00 $200.00 $70.00 -69.6 -65.9 Is there a car you’d Average $314.00 $212.50 $101.50 -67.7 -60.3 Median $288.50 $225.00 $88.50 -65.8 -63.5 like to see featured in *Figures calculated based on glass only. ** For columns with N/As included, only the data available was averaged. Price Points? Please email Total Price Glass Price Glass % % off [email protected]. off NAGS NAGS Total National Average $355.47 $268.20 -59.3 -55.0 National Median $348.50 $251.00 -61.9 -55.9 10 AGRR January/February 2012 www.agrrmag.com Zoom Fit + – I< < > >I

Simply the Best BETASEAL™ 0°ne All Application Auto Glass Urethane Adhesive

UÊOne adhesive for all auto glass replacements. UÊOne-hour, safe drive away in temperatures as low as 0°F (-17.8°C). UÊOne urethane for standard and high-modulus, non-con ductive (HMNC) applications.

DSHIELD IN S W

O s I e

L v L i

s e

0 d

0 A 9 w o Bo g D nded Usin Let our experience work for you. www.dowautomotiveaftermarket.com 1-800-453-3779

®™ Trademark of The Dow Chemical Company (“Dow”) or an afﬁliated company of Dow. Zoom Fit + – I< < > >I

AGR R e p o r t s breaking news

L E G A L N E W S Four-Year Legal Dispute Between PPG Industries and Platinum Equity Ends

FOUR-YEAR LEGAL BATTLE dice and without costs and fees for purchase the company at an artifi- between PPG Industries and either party. Terms of the agreement cially inflated purchase price.” A Beverly Hills, Calif.-based Plat- have not been disclosed. PPG’s auto glass business was sold inum Equity ended in December, ac- Platinum Equity originally filed a few months later that year to cording to court records. The legal suit against PPG in January 2008, al- Kohlberg & Co. in Mount Kisco, N.Y., dispute began shortly after Platinum Eq- leging fraud and negligent misrepre- for $270 million, with PPG retaining a uity terminated its agreement to pur- sentation in the agreed-upon minority interest. chase PPG’s auto glass business (now purchase. The private equity firm PPG also had filed a counterclaim Pittsburgh Glass Works) in December specifically alleged that PPG “mis- against Platinum, seeking “appropri- 2007 (see related story in January/Febru- represent[ed] and conceal[ed] the ate damages, including not only the ary 2008 AGRR™ magazine, page 10). true facts regarding the financial $25 million ‘break-up’ fee to which The case ended with a stipulation condition and performance of the PPG is entitled under the [Asset Sale of discontinuance filed by both par- company they owned and operated Agreement], but also additional ties, dismissing the case with preju- to fraudulently induce [Platinum] to damages reflecting the economic harm suffered by PPG as a result of E V E N T N E W S the Platinum Equity entities.” Dates Announced for Auto Glass Week™ 2012 COMPANYNEWS Auto Glass Week™ 2012 has been Guardian Acquires Frontier scheduled for September 20-22 at Distributors’ Assets the Kentucky International Conven- Guardian Automotive has acquired tion Center in Louisville, Ky. the assets of Denver-based Frontier The annual event will again bring Distributors. Based on the asset pur- together all of the industry’s major chase, Guardian has now opened its auto glass groups, including AGRR™ own Denver warehouse—though in a magazine, the Auto Glass Safety Coun- different location from where Frontier cil (formerly the AGRSS® Council), the was based. Independent Glass Association, the National Glass Association and the National “We purchased the inventory, Windshield Repair Association, along with AGRR magazine’s repair and replace- equipment, racking and access to ment competitions. their customer listing,” says Scott “We are very, very excited about this year’s event,” says event coordinator Ally Billings, director of distribution oper- Curran. “I think all who attend will find Louisville is a first-class city full of great ations for Guardian. entertainment, nightlife, shopping and fun. It’s a city you will be glad you visited.” Frontier officials could not be Curran said the extensive education and the Exhibition/Extravaganza will be reached for comment. A message on held again. “We heartily invite everyone in the auto glass and window film indus- the company’s phone system says the tries to attend,” she says. The Exhibition/Extravaganza will run September 21-22. company “is currently closed until fur- A room block for Auto Glass Week is available at the nearby Louisville Marriott ther notice.” Downtown. Reservations can be made online by visiting www.autoglassweek.com The Denver warehouse will service and clicking on the hotel link, or by calling the hotel at 800/266-9432 and ask- the nation’s Southwest and Central re- ing for the Auto Glass Week group. gions, according to Guardian. The facil- The International Window Film Conference and Tint-Off™ also will be held ity will distribute automotive, truck, bus concurrently. and RV glass, along with tools and ac- SS® www.autoglassweek.com cessories, including mirrors, mould-

12 AGRR January/February 2012 www.agrrmag.com Zoom Fit + – I< < > >I

ings, urethane and installation supplies. In November, Guardian also opened IN THE NEWS a new retail operation in Lone Tree, Philadelphia ABC Affiliate Colo., which is located in South Denver. Station Questions Safelite Pricing An ABC affiliate station based in Philadelphia ran a television news re- Joint Venture port in November questioning Safelite’s pricing policy, alleging that the Planned for China company charges different prices based on ZIP code, even in cases of in- Central Glass and Saint-Gobain shop work. The story asks the following question of consumers: “Is it fair for have announced that they will con- a company to charge you more for its services based on where you live?” struct an auto glass manufacturing The report cites an example in which the reporter allegedly attempted to plant together in China. The facility obtain pricing for a windshield replacement on a 2003 Nissan Xterra in sev- will be created through a holding eral different ZIP codes on the Safelite website in the area of the company’s company in Japan, also to be estab- Cherry Hill, N.J., shop—in each case noting on the website that the vehicle lished as part of the joint venture, ac- would be brought into the company’s facility. ABC alleges that it obtained cording to a joint statement from prices ranging from $258.95 to $338.95, based on a change of ZIP code. both companies. Safelite spokesperson Melina Metzger offered the following statement to The plant will be built on Saint- AGRR™ magazine in response to the ABC report. “Pricing strategies are con- Gobain’s property in Qingdao in the fidential,” she said. “This is a case of an investigative journalist attempt- Shandong Province with an invest- ing to create scandal where there is none.” ment of approximately $68.8 million She added, “Like all businesses, Safelite uses a dynamic consumer pricing USD ($17.9 million at the time of es- model that fluctuates based on many variables, such as what other competi- tablishment) “to accommodate de- tors the customer might choose to repair or replace your vehicle glass, the mand from the Chinese automotive availability of a technician in market, which has been growing at a [an] area, and the availability Scan the Microsoft Tag at the fast rate.” of the right part in [an] area. right to view the ABC report. Get Production at the plant is expected At Safelite, we believe our the free mobile tag reader at to begin in September 2012. consumer pricing model to be http://gettag.mobi. fair and offer value.” AGSCNEWS have been through audits have found ciencies will be removed as an AGSC- AGSC Adapts it so helpful and thought all would Registered company. Validation Program benefit from going through the Lastly, the AGSC Board has an- The Auto Glass Safety Council’s process,” says AGSC president Debra nounced that, though the latest ver- (AGSC) (formerly the AGRSS® Council Levy, publisher of AGRR™ magazine. sion of the Standard (003-2011) will Inc.) third-party validation program is There is no change in cost for the not be in effect until approved by undergoing several changes in 2012. program, according to Levy. ANSI, in 2012 validators will provide First, all AGSC-registered compa- In addition, the validation pro- an informational checklist, created nies will move from random audits gram has been adapted so that when in accordance with the incoming Stan- to audits of every registered com- deficiencies or non-compliances are dard, to companies upon completion pany during the validation period, found at an AGSC-Registered com- of a validation, so that they might be effective January 1. The validation pany during an audit, validators will able to see how they have fared under period also has been lengthened. schedule a time to return to the busi- the updated Standard. “The board voted to make this ness to ensure that these have been change because the companies that fixed. Those with uncorrected defi- continued on page 14

www.agrrmag.com January/February 2012 AGRR 13 Zoom Fit + – I< < > >I

AGR R e p o r t s THETHE AUTOAUTO GLASSGLASS c o n t i n u e d

INSTALLERINSTALLER ® AGRSS Council Becomes Auto Glass Safety Council Windshield The Auto Glass Replacement Safety Standards (AGRSS®) Installation Council Inc.’stransition to its new name, the Auto Glass Safety Made EASY! Council (AGSC), is now complete. “We’re really excited about the name change,” says AGSC Marketing committee chairperson Nik Frye. “We believe it This unique tool will install windshields more accurately reflects our true mission—auto glass safety and back glasses in most automobiles and in every respect.” trucks with the tool carrying all the weight. The organization’s name will appear as follows for all of Designed with seven adjustments, allowing 2012: the Auto Glass S afety Council (formerly the AGRSS® you to position the new glass in the exact Council). After December 31, 2012, it will simply be known location required for a easy set with only a few minor adjustments. Completely portable, as the Auto Glass Safety Council. set up on site in less than 2 minutes. Only 1 person required! B R I E F L Y … Visit our website to learn more theautoglassinstaller.com K&K Glass Inc., based in Zephyrhills, Fla., opened a new location in Brooksville, Fla., on November 1 … JN Phillips Call 800-614-2243 Auto Glass recently was awarded MassRecycle’s 2011 Gold Award in the Product Stewardship category for its windshield recycling program. I No matter where you grow, there we are. Our new enterprise software • Order glass for and to multiple locations • Complete point of sale with flatglass will streamline your operation • Automated cost plus pricing • Electronic dispatches via Glaxis • Expert, unlimited technical support • Efficiencies across multiple locations • Repair only solutions • EDI only solutions Automatic pricing and • Call center capabilities ordering from Pilkington, P • Job scheduling (PPG), Mygrant and others. • VIN lookup precision GW • Enterprise inventory • Dispatch jobs to multiple locations

Stand-alone, multiple location or Hosted on the Internet 106 W. Tolles Drive, St. Johns, MI 48879 Now Access our 800-541-2593 software over the internet www.QuestSoftware.com

Quest is an impartial program administrator. We do not manufacture, distribute or install glass. Any repair or replacement facility that is willing to accept the pricing and program parameters of our insurance carrier clients is welcome to participate in our programs. Also Consider Joining Our Network

14 AGRR January/February 2012 www.agrrmag.com Zoom Fit + – I< < > >I

A r o u n d t h e W o r l d

international issues

COMPANY NEWS NSG Group Reports OE Auto Glass Demand is on the Rise

HE NSG GROUP RECENTLY $1.6 billion USD (128,181 million JY) pany officials say demand levels have reported that vehicle manufac- and an operating profit of $47 million now stabilized in the European OE mar- Tturer demand for auto glass “re- USD (3,725 million JY). ket. On the European replacement side, covered to more normal levels” during In North America, the company re- the company reports that “business the second quarter of fiscal year (FY) ports decreased OE revenues and [was] robust, as reduced volumes were 2012. On the auto glass replacement profits from the previous year, but im- offset by an improved product mix.” side, the company says it is “perform- proved profitability on the replace- Japan makes up 16 percent of the ing well, with improved product mix.” ment glass side “due to a strong Group’s automotive sales and both Overall, NSG reports decreased rev- product mix and an improved opera- revenues and profits were below last enue and profits in its auto glass divi- tional performance.” year, “as customers reduced their sion from the same quarter of FY 2011, Company officials says OE profits production levels during the first “due largely to the impact of the March also were affected in North America by quarter in response to component 2011 Japan earthquake.” “increased input costs.” shortages, following the Japan earth- “The financial impact was less than In Europe, which represents 48 per- quake.” Demand recovered during expected, as many of the customers cent of NSG’s automotive sales, rev- the second quarter, but is still below were able to recover production levels enues increased in the OE sector due to the levels of the previous year, ac- more quickly than had previously been improving demand, but profit de- cording to the company. anticipated,” writes the company. creased due to rising costs, start-up South America officials report an in- Worldwide, the automotive busi- costs on new facilities and demand crease in volume, “although the second ness recorded sales of approximately volatility, the company reports. Com- quarter was relatively weak with some

Belron Reports 4 Percent Year-to-Date Drop in Jobs from 2010 to 2011 Belron’s total worldwide repair and verse currency translation.” despite challenging marketing conditions.” replacement jobs was down 4 percent In Europe, company officials say third- The company reports the “acquisition of a for 2011, when compared with the quarter sales were 3.6 percent lower than number of franchisee businesses” in Canada same year-to-date period in 2010, ac- in 2010, consisting of a 3.5 percent organic as part of this growth. cording to a financial report by the decrease, 0.9 percent acquired growth, and Belron predicts moderate organic sales company’s Belgium-based parent com- a 1 percent adverse translation impact. growth for the rest of the year, “as share pany, D’Ieteren. “The organic sales decrease was due to gains are expected to offset continued Repair and replacement jobs, totaling market declines in the majority of coun- market declines.” The company’s net un- 2.9 million, remained flat for the third tries, primarily as a result of the chal- usual costs for the year are expected to quarter when compared with 2010, ac- lenging economic environment,” writes reach approximately $16 million USD (12 cording to the company. D’Ieteren. “The acq uired growth is pre- million Euros) for the full year, related to The company reports that worldwide, dominantly in Russia following the acqui- the Canadian acquisitions, along with “the sales dropped one percent in the third sitions in late 2010 and early 2011.” impairment of certain intangible IT assets quarter when compared with the same pe- Outside Europe, the company saw third- following a change in strategy to leverage riod in 2010 —comprised of 1.3 percent or- quarter sales growth of 2 percent, consist- new technology, partially offset by a one- ganic growth for the period and 0.8 percent ing of 7 percent organic growth and 0.6 off gain relating to a change in the acquired growth, but offset by a 3.1 per- acquired growth, partially offset by a 5.6 [United Kingdom] government index for cent adverse currency translation effect. percent unfavorable translation effect. Bel- pension revaluations from the retail price Belron experienced a 1.5 percent drop ron attributes the organic growth to “the index to the consumer price index.” in year-to-date sales, consisting of a 0.7 benefit of investments in both marketing At press time, company officials had not percent organic decrease, 0.7 percent activities and key account relationships yet responded to requests for further de- acquired growth and 1.5 percent “ad- which have enabled the business to grow tails on the noted Canadian acquisitions.

16 AGRR January/February 2012 www.agrrmag.com Zoom Fit + – I< < > >I

THE INDUSTRY’S LARGEST SPECIALTY VEHICLE WINDSHIELD SUPPLIER CLASS A, B & C MOTORHOMES LUXURY CONVERSION COACHES MOTOR COACHES TRANSIT & SCHOOL BUSES CAMPER & TOWABLE SIDE & BACK GLASS FIRE APPARATUS GASKETS & MOLDINGS

customers taking extended closures to re-balance inventory levels.” NSG officials say profits were similar to the previous year in South America, as the higher volume was partially offset by increased input costs, demand volatility Oregon Indiana Florida Arizona and start-up costs on new investments. In other news, NSG has instituted the use of a new logo, which company officials say “will help [its] employees, (800) 714-7171 customers, suppliers and other stake- (541) 684-7868 www.CoachGlass.com holders recognize that [it is] a single and distinctive company, while at the same time retain[ing] the valuable Pilkington brand name.” According to a company statement, the new NSG Group brand identity was created to capitalize on company’s position in the auto glass, building products, and specialty glass markets. “The NSG Group mark becomes the single top-level identity for the Group’s operations,” writes the company. “There are no plans to change the use of ‘Pilking- ton’ in many of our legal company names, so we will still be known as Pilkington North America, but when speak of ‘our group’ or ‘our company,’ we mean NSG. As such, we will begin transitioning to our new identity with more evidence of the NSG Group logo on our premises, marketing material, stationery, etc.” Company officials say the term “Pilkington” will now be a “product brand mark.” Additionally, NSG Group also has announced plans to build a new float glass line in Argentina with Saint-Gob- ain to serve both the auto and con- struction markets. The companies expect the line to produce 800 tons of glass daily. The new line is due to come on stream in the first quarter of 2014. I

www.agrrmag.com January/February 2012 AGRR 17 Zoom Fit + – I< < > >I

I n s u r a n c e t a l k

policy briefs

COMPANY NEWS Safelite Solutions Becomes “Strategic Partner” to NICB

AFELITE’STHIRD-PARTYGLASSCLAIMS “There is a fee or an assessment for our membership administration division, Safelite Solutions, has be- and I don’t even have a clue what it is,” he says. “It’s a Scome what the National Insurance Crime Bureau sliding scale.” (NICB) is calling its first “Strategic Partner,” according to a The “Strategic Partner” classification was created for joint release issued by both NICB and Safelite. “NICB has a companies such as Safelite that share interests with the lot of insurance company members and a lot of those com- NICB, but don’t fit the standard membership profile, ac- panies will look for ways to address their claims handling, cording to Scafidi. and so really it was nothing more than approaching Safe- “Our members primarily are insurance companies lite and looking at ways we could help each others’ busi- within the property and casualty industry,” he says. “So nesses,” says NICB director of public affairs Frank Scafidi. Safelite is a company that [is not an insurer], but it does “Now if they see trends, whether than having to go through serve our membership and customer bases to work to- this convoluted process of reporting back to individual gether on fraud.” companies in terms of volume and trending, they can re- The partnership also i ncludes Alliance Claims Solutions port that directly to us now, assuming all the other parts in of Cedar Rapids, Iowa, which Safelite’s parent company, are in alignment.” Belron, acquired in 2009. Safelite will provide the information to NICB only for According to the latest report from NICB, “question- its member companies. “We couldn’t do this for a com- able” auto glass claims dropped 68 percent for first three pany that’s not an NICB member but is a Safelite cus- quarters of the year, when compared with the same pe- tomer,” says Scafidi. riod of 2010. Scafidi says Safelite, like other NICB members, does The group defines “questionable claims” as “claims that pay a fee to engage in the partnership. NICB member insurance companies refer to NICB for

Inside the Safelite/NICB Partnership MM: As a program manager for our insurance clients, it al- In light of the recently announced Safelite/NICB partner- lows for a quicker, more seamless flow of information and ship, Safelite spokesperson Melina Metzger provided some places less burden on our insurance partners. additional insight on the partnership to AGRR™ magazine. AGRR: Are you able to comment on the terms of the part- AGRR: How did this partnership come about? nership, such as any costs involved? Metzger (MM): Safelite Solutions’ claims investigations MM: We pay a membership fee like all members of NICB. unit has worked with the NICB and our insurance clients AGRR: How would you respond to concerns from reputable to report suspicious claims for years. With the spike in shops that are fearful that their claims information might now those questionable claims last year, we began conversa- be shared with NICB? tions with NICB to begin to work more closely in order to MM: Reputable shops following the law have nothing to provide information and investigate shops that may be fil- fear. As an industry, we should benefit by seeing a decrease ing fraudulent claims. in scammers who hurt our reputation. AGRR: What type of information will Safelite share under AGRR: What types of items does Safelite look for that might the terms of the partnership? make a claim seem questionable? MM: For insurance clients that grant permission, Safelite MM: This is determined by our insurance clients. Solutions will share data about shops who submit frequent AGRR: Recent reports from NICB actually showed a drop in questionable claims for NICB to investigate rather than fun- questionable auto glass claims. To what would you attribute neling that information through the client as was done in that drop? the past. MM: The drop in reported questionable claims may stem AGRR: Is there a reason the company decided to head in from a combination of increased awareness of the consumer this direction, rather than continuing to allow the insurers to as well as the various inspection programs being imple- submit the information? mented by many insurance carriers.

18 AGRR January/February 2012 www.agrrmag.com Zoom Fit + – I< < > >I

closer review and investigation based upon one or more indicators of possible fraud.” NICB officials say they received only 659 “questionable” auto glass claims in the first three quarters of 2011, compared with 2,036 received during the same time- frame in 2010. Going back to 2009, NICB says only 332 “questionable” auto glass claims were received in its first three quarters— a 513 percent difference from the reported 2010 surge.

RESEARCHNEWS Consumer Trust of Insurers is Low, According to Latest Study Only 48 percent of consumers in both the United States and the United Kingdom trust their insurance providers, according to a study recently commissioned by Pitney Need to Know a Bowes Business Insight, a software solutions provider for the insurance industry. Manufacturer’s Only 41 percent of respondents reported in the study DOT Number? that they trust insurance companies to do what is right, Or do you need to find out who made and 45 percent of customers believe that, if they shared their problems with their insurance providers, they would the windshield you’re installing? “receive a caring response,” according to the study. When it comes to electronics, 47 percent of survey participants said they trust self-service technologies such as e-commerce platforms and online accounts. Fifty-three percent answered affirmatively when asked whether they feel satisfied with the treatment they receive from their insurers, along with the rela- tionship in general and service provided. The study also found that 32 percent of respondents think that their insurance providers are doing a good job of implementing policies that favor customers’ best interests. “One of the major struggles for the insurance industry is commoditization and customer churn,” says Bill Sinn, Look no further than strategic marketing director, Pitney Bowes Business Insight. According to the study, the majority of consumers AGRR™ Magazine’s said they believe “improv[ed] customer communica- DOT Number Search Tool. tion” is crucial for developing trust with insurers, and some cited that higher levels of quality, clarity and transparency would be most helpful in communications Visit www.glassbytes.com/dot from their insurance providers. for all of your DOT number needs! SS® www.pbinsight.com I

www.agrrmag.com January/February 2012 AGRR 19 Zoom Fit + – I< < > >I

The State of the Industry What’s in Store for 2012?

by Penny Stacey

GRR™ magazine has sur- “Since cars sales are staying healthy, and veyed several of the industry’s products continue to be trucked across A leaders for their predictions on the year ahead. Though opinions the country, I would think auto glass vary on what’s in store, one thing is could retain the growth from last year.” for certain: how many miles are driven will continue to be a signifi- —David Casey, cant indicator for the industry. SuperGlass Windshield Repair On a positive note, Michael Barry, who recently was named CEO for David Casey, president of Orlando, up their market share and they are Chicago-based Glass America, predicts Fla.-based Superglass Windshield Re- doing a better job than ever in promot- miles driven will remain somewhat pair, is hopeful about the new year— ing, installing and repairing.” level in 2012. but remains modest in his predictions. Some predict that growing com- “Being relatively new to the indus- “Since cars sales are staying healthy, prehensive insurance deductibles try, I believe that 2012 will probably and products continue to be trucked also will continue to impact the auto not be much different than 2011 for across the country, I would think auto glass industry. the industry as a whole,” says Barry. glass could retain the growth from last “I think that we will continue to see “Our economy is still facing stiff year,” says Casey. “I don’t see any rea- higher deductibles for glass coverage headwinds from the all the govern- son that the auto glass industry is and the cash market [will] continue to ment and consumer debts here and going to create many new jobs in 2012 grow,” says David Zoldowski, presi- around the world. Also, dynamics or see giant growth this next year. The dent of Auto One Glass and Acces- specific to oil will keep the price of most optimistic view would have the sories in Brighton, Mich. “That being gas high. Thus, miles driven will prob- industry not go backward in sales.” said, the newer windshields in today’s ably not grow much next year, if at all. new cars are far more complex and My guess is all of this will keep de- Consolidation Concerns we will continue to see this as a big- mand for our services in check.” Mark Liston, president of Waco, ger and bigger problem for aftermar- The economy’s effect on what’s Texas-based Glass Doctor, predicts a ket glass manufacturing, resulting in ahead also is a recurring theme “modest rebound, especially on the consumer complaints associated with among the industry’s leaders. Tom flat glass side of the business.” quality and functionality.” (See related Feeney, president and CEO of Safelite, “We will continue to see a soften- story on page 34.) predicts a “challenging year.” ing in auto glass and a continued con- Troy Mason, owner of Techna Glass “We all have felt the impact of a solidation of glass shops across the in Salt Lake City, Utah, agrees. “I be- struggling economy, particularly in the country,” adds Liston. lieve the trend of our industry becom- vehicle glass repair and replacement Casey, however, thinks such consol- ing more and more of a cash, service industry,” says Feeney. “With high un- idation will slow in the new year. business will continue,” he says. employment rates and falling con- “Although it would appear at first that With a growing cash market, the sumer confidence continuing to put more consolidation would continue, I number of consumers looking for pressure on the economy, 2012 will think it will slow greatly for two rea- high-quality service will increase as likely be another challenging year. sons. First, trying to be everything to well, according to Feeney. Miles driven are down, new car sales everyone everywhere is no bed of roses “The main influences will be driven are stalled and, of course, the weather and I don’t think it’s making anyone a by our customers and the vehicle de- always remains unpredictable.” lot of money right now,” says Casey. signs that we work on every day,” says He adds, “With these pressures, the “Secondly, the independent compa- Feeney. “Clearly customer service, vehicle glass repair and replacement nies that are still standing are the speed of that service, high-quality in- industry is likely not to grow much, if strongest, most talented and most de- stallations and repairs as well as our at all, in 2012.” termined shops left. They’re not giving ability to get the work done where and

20 AGRR January/February 2012 www.agrrmag.com Zoom Fit + – I< < > >I

Economics and Elections As the United States embarks on a significant election year, several industry leaders have offered their insights as to what the coming election could mean for the auto glass industry. One major trend among industry representatives is a hope for a new focus on small businesses across the nation. “I think this election could have a big impact on the economy and ultimately all of our businesses,” says Troy Mason, owner of Techna Glass in Salt Lake City, Utah. “I think auto glass retailers, along with all businesses, are looking for a president that is pro-small business and will move our economy forward from the bot- when our customers want it will con- tom up instead of creating more government bureaucracy and big business tinue to emerge as a trend in our in- bail-out.” dustry as it transforms.” Mark Liston, president of Waco, Texas-based Consumer confidence also will Glass Doctor, agrees. play a role. “If consumers don’t feel “The country needs confidence in the per- confident in the economy, we’ll see son in the White House and their legislators,” customers driving longer with he says. “Auto glass retailers need someone chipped or cracked windshields,” who understands how important small business says Liston. “If they are confident, as is to the U.S. economy.” hopefully Black Friday sales numbers David Zoldowski, president of Auto One Glass indicate, we’ll see an upswing in the and Accessories in Brighton, Mich., takes this outlook a step further. auto glass business.” “I believe that regardless of which party is elected, more pressure will be placed on ‘made in America’ and small business being the core to the future Challenges Abound success of our country,” says Zoldowski. “The Walmart in our industry will ex- David Rohlfing, who recently re- perience significantly more pressure to divest itself from its [third-party ad- signed from the role of president and ministration] services.” CEO of Glass America, predicts 2012 will David Casey, president of Orlando, Fla.-based SuperGlass Windshield Repair, be “a difficult one for the industry as a says he thinks any impact depends on the results of the election. whole.” He points to the third-party ad- “In the election, if we go left, I see more infrastructure building, including ministration arena as a concern to be glass and automotive projects that will include glass. If we go right, I see no looked at in the year ahead—particu- spending, no lending and a downturn for all types of glass business,” says Casey. larly with the move of Allstate’s glass “As far as what we in the auto glass business are looking for in the country’s lead- claims administration to Safelite Solu- ership, I don’t think it differs from most Americans in that we are starving for a tions, which was effective January 1. government that puts the country ahead of party lines and uses its supposed su- “The move of Allstate to Safelite is ob- perior intelligence to create solid solutions that serve us today and in the future.” viously a negative one to everyone but Tom Feeney, president and CEO of Safelite, cites concerns about what the tim- Safelite, but depending on how success- ing of the election might do to an already down economy. ful both of them are in persuading All- “I am afraid that the upcoming presidential election will further stall any eco- state agents to not recommend choice nomic improvement as Washington gets paralyzed with inaction,” says Feeney. to insureds will determine how nega- Michael Barry, CEO of Chicago-based Glass America, says he doesn’t expect the tive,” says Rohlfing. “Hopefully the in- industry at large to see major effects—but is optimistic about the economy. surance industry will wake up to the “My hope is that all of us in the industry vote and elect leaders at the local, negative long-term effect of putting all state and federal level who can make intelligent and meaningful changes,” says their eggs in one basket will have to [the Barry. “If we accomplish this, then the 2012 election will have a very powerful insurance] industry and the [auto glass] impact on our country and economy for many years going forward.” industry as well. Without someone taking a leadership position to really chal- for third-party administrators that also provide [third-party administration] lenge Safelite, the probability of them have auto glass divisions. services for the majority of automobile continuing to put notches in their belt “I believe next year will be a water- insurance underwriters in America.”I seems a given.” shed year for the U.S. industry. The in- Zoldowski predicts that 2012 will be a dependents across the country have Penny Stacey is the editor of AGRR™ banner year for legislation related to legislation in the legislative process in Q magazine/glassBYTEs.com™. Follow her third-party administrators’ relationships several states … ,” says Zoldowski. “I on Twitter @agrrmagazine, read her blog at with insurers and auto glass shops. His hope this will answer the question of http://fortherecord.agrrmag.com, and like own state currently is reviewing legisla- whether an auto glass company can AGRR Magazine on Facebook to receive the tion that would create a code of conduct make glass, sell glass, install glass and latest updates.

www.agrrmag.com January/February 2012 AGRR 21 Zoom Fit + – I< < > >I

SAVE THE DATE!

™

Œ Auto Glass Week 2012

is going to Louisville!

All of these organizations devoted to the auto glass

industry are gathering in one location again and have agreed this is the ONLY auto glass event for the year! Zoom Fit + – I< < > >I

Louisville Marriott September 20-22, Downtown and the Kentucky International Convention Center

2012 Louisville, Ky. Exhibition/Extravaganza

September 21-22 Scan the tag with your mobile phone for more information about Auto Glass WeekŒ 2012. Get the free mobile tag reader at www.autoglassweek.com http://gettag.mobi Be a part of all the excitement.

See you in September!

Zoom Fit + – I< < > >I

Currently Trending Where is Auto Glass Software Headed?

by Penny Stacey

etting paid—it’s really what then the shop would contact you and when they need to follow up,” all business is all about, and with a price, but now people want says Wharton. “We even track gas Gindustry software solutions this instantly.” cards, etc., to make sure they really play a major role in getting paid in What follows is another crucial are getting to the customers them- the auto glass business. selves. This shows [salespeo- “Most shops’ biggest use of ple] their trends, how they’re software today is invoicing,” doing—it’s a very involved says Mark Haeck, sales man- module that a lot of our cus- ager for Mainstreet Computers tomers are using these days.” in Belleville, Mich. Along the same lines, Brian Gary Hart, CEO of eDirect- Elmi, product manager for Glass in Phoenix, agrees. Mitchell Glass in San Diego, “There’s no doubt that all of The trend toward electronics is allowing many says consumers are now find- the software available in the auto glass businesses to go paperless. ing their own auto glass shops industry has to cover the most in many cases, due to the on- important item—transmitting an in- need, says Haeck. “The growing need line availability of such information— voice to get paid,” says Hart. “That’s is contact management—in other another extension of how technology the primary function. However, the words, customer management,” he is changing the industry. need for supporting information is says. “This is moving toward email “Historically, of course, shops have quickly becoming a necessity.” communication, and has been grow- relied on [direct repair programs] to ing over the last year or so.” receive jobs, but that is changing as What’s Needed? Haeck suggests this may be a consumers do more shopping One major emphasis in today’s trickle-down effect of the current around,” says Elmi. “Resources like market is time. “With all the technol- state of affairs in the world. Facebook, Twitter and Foursquare ogy out there, today everyone’s want- “A lot of it has to do with the econ- help consumers find and make in- ing things in real time,” says John omy,” he says. “It’s almost like [shops formed decisions.” Wharton, who handles accounting are] scrambling for dollars or business.” Wharton sees a similar phenome- and software development for Digi- Contact management solutions non as online quoting grows. “[Con- tal Business Controls in Salt Lake also can allow businesses to track re- sumers] can go in and get their price City. “Probably number-one would lationships with larger customers. and schedule a job without talking to be online quoting. For years they’ve “[It’s] becoming more important be- anyone,” he says. “That’s what peo- had [systems] where you could put in cause it allows salespeople to track ple are looking for. They’re used to your email or phone number and what they’ve promised customers shopping online.”

24 AGRR January/February 2012 www.agrrmag.com Zoom Fit + – I< < > >I

Mobile Techs? No matter what technological innovation brings a shop and a customer together, there is one crucial, nearly universal, need in software solutions for auto glass businesses: mobility. “There is no doubt that that mobile technology has liberated busi- Looking to make your techs more electronically equipped in the field? Many nesses—in the auto glass industry, auto glass businesses have found success with tablets and smartphones. specifically the technicians—from being tied down to the shop,” says can help a business gain customers, Elmi. “Therefore naturally busi- “Eventually the as Elmi suggests, they also lend nesses have and will continue to software will be themselves to creating efficiency. gravitate toward this trend.” intelligent “Businesses use those phones as GPS Rob Rust, national sales manager tracking devices as well,” says Whar- for Quest Software in St. Johns, enough to make ton. “Business owners know where Mich., agrees. “We’re seeing fewer certain decisions their installers are and if [a cus- brick-and-mortar businesses, and for the shop or tomer] calls and says ‘where are you even for the brick-and-mortars out now?’ the owner or CSR can actually there, everyone wants to quote from recommend go to their screen and find out.” the field,” says Rust. certain things Likewise, routing can be made This can work to the tech’s—and to the shop when easier through software. “Our soft- company’s—benefit in several ways. ware incorporates mapping and fig- “ ... Mobile technology is creating new a customer ures out the most efficient route for paradigms for doing business due to the comes in.” the technician,” says Wharton. “That inherent advantages of —Brian Elmi, allows technicians to get more jobs using a mobile de- Mitchell Glass done during the day and allows them vice,” says Elmi. “In to save gas. If a new job needs to be addition to mobility, ceipts on the job site without having added later, the CSR can figure out being location- to print or email any artifacts,” says which installer can fit it into his aware and always Elmi. “This mobile culture will also route the best.” connected pro- create additional business opportu- Mobile technology also can help vides new oppor- nities. For instance, if I’m a mobile companies to save paperwork—and tunities for installer and my job gets cancelled, the headaches that sometimes ac- business especially because my mobile device is loca- company it. GTS Services in Port- when it comes to interacting with con- tion-aware, I can search for con- land, Ore., is one company that is sumers (policyholders).” sumers in my vicinity that need my focusing on this area—through a It also can increase efficiency. services. These types of interactions mobile application designed for “Naturally, the next-generation con- provide a completely new level of Google Android and Windows de- sumer will require a vastly different customer engagement.” vices. “Instead of having to carry pa- form of engagement. Soon all mobile Today’s technicians are equipped perwork back and forth and make devices that consumers carry will be with a range of tools—from laptops multiple calls to do credit card pro- smart devices. This enables a level of and netbooks in some cases, to cessing, the technician has every- interaction between the consumers tablets in others. The majority of thing he needs in the mobile app to and the shops that wasn’t feasible technicians also have smartphones. wrap things up and move on to the even a few years ago,” says Elmi. “We’ve gotten to the point where next job,” says Mike Jones, president This can include everything from [technicians] often can send text mes- of GTS. interacting with customers to going sages to a call center to alert that the Work orders also can be transmit- paperless. “For instance, shops will work has been done,” says Wharton. be able to electronically exchange re- And just as location-aware devices continued on page 26

www.agrrmag.com January/February 2012 AGRR 25 Zoom Fit + – I< < > >I

Currently Trending

continued from page 25

If you are looking at installing a “We’re seeing fewer brick- new software solution in your business, following are a few tips for lo- and-mortar businesses, and cating the right solutions—and using even for the brick-and-mortars them effectively. out there, everyone wants

• Spend wisely. to quote from the field.” “There’s a lot of stuff out there and —Rob Rust, Quest Software you need to find the smartest way to spend your money,” says John ted through the system. “The techni- take a picture of the stamping on the Wharton, who handles accounting cian can roll out of bed and he has glass to say, ‘if we billed you for OE glass, and software development for Dig- everything he needs to start his day,” here’s proof that OE was put in,’” he says. ital Business Controls in Salt Lake says Jones. “There’s no need for him The auto glass industry and the soft- City, Utah. “Be careful to make the to get a bunch of faxes or have to ware it utilizes have come a long way, right decisions.” drive into corporate. He can get but what’s in the future? everything he needs, including infor- “More and more with the mobile • Adjust your marketing efforts to mation on what vendors to pick up technology,” Wharton says. “I think match your technology efforts. the parts from.” there are going to be more features in “It’s not just [that you] to go to Hart agrees. “Technicians in the field the mobile technology that we can your website and turn on online today are faced with completing a job even imagine now—things like Face- quoting—you’ve got to redirect the same time it’s procured because a lot Time where business owners can in- your marketing to direct people to of technicians act as salespeople for teract with their installers face-to-face, the website,” says Wharton. their organization,” he says. “They need electronic signatures—I’m guessing to have an electronic connection to their that’s going to become something • Study your options. suppliers so that they can order or have that’s more routine, especially with in- Brian Elmi, product manager for the glass delivered while in the field. It’s surance work.” Mitchell Glass in San Diego, Calif., also crucial they have access to elec- And what about the move toward a says a business’s research is largely tronic billing authorization.” paperless workflow? “Now many busi- dependent on the education pro- nesses are scanning invoices in, but I vided by software providers such as Inspection see that all becoming 100 percent elec- his company. “We’re very interested Issues and More tronic,” adds Wharton. in helping shops take advantage of Hart also sees a major need in the Elmi predicts less reliance on user mobile opportunities available,” area of mobile technicians’ abilities to input in the future. “As software be- says Elmi. take photos of damage and share comes more and more connected with these with insurers—in an effort to cut easy access to information, the re- • Find a solution that works for you. down on the number of pre-inspec- liance on user input will decrease,” he “Managing workflow and creating tions that some insurers now require. says. “The software will then be intelli- a personalized workspace enables His company has introduced a soft- gent enough to make certain decisions shops to make decisions about ware system, ClaimsVerse, designed or recommend a course of action to what is important to their busi- specifically for this. “It only makes the user. In fact workflow can auto- nesses today,” says Elmi. ”The old sense to do this electronically,” says matically change depending on the one-size-fits-all model does not Hart. “Once the technician docu- type of consumer being served.” work anymore. It’s a very out- ments the loss with digital Hart looks for technology to ex- dated approach that has been re- images/video, in 10 to 15 minutes the pand so that it not only plays a role in placed by technologies that insurance company or third-party ad- business management, but also vehi- empower customers with tools ministrator can verify the loss and its cle management. “Glass retailers are that simplify and streamline extent, thus eliminating the need to looking toward a future where it won’t processes and help them achieve dispatch an inspector.” be a vehicle owner/insurer reporting best possible outcomes in today’s The same is true of the type of glass a glass claim, but by virtue of the ve- changing environment.” installed, says Hart. “Techs are able to hicle telemetry system such as OnStar

26 AGRR January/February 2012 www.agrrmag.com Zoom Fit + – I< < > >I

theeVACUUM CUP thathattr re revvoo llutioniziionion nizzeed the Glass Industry

InI 1964 Howard Wood designed the ﬁrst Wood’s or a competing system combined PPowr-Grip® Vacuum Cup allowing glaziers to hold with ‘Smart Glass’ reporting it. The llilites securely without lifting them by the edges. consumer will be able to set a vendor FFor over 4 decades, Wood¶ s Powr-Grip has been preference in their vehicle profile of mmanufacturing vacuum lifting equipment that their preferred or favorite glass re- iincreasesn safety and lowers cost for glass handling.

tailer for automatic dispatch,” pre- TToday, Wood's Powr-Grip vacuum cups and below- dicts Hart. tthe-hook vacuum lifters can be found in nearly With these changes, the auto glass eevery country in the world and have become software sector has its work cut out for it. standards tools in the glass industry. “Everything’s changing and we try For details on our complete to do our best to keep up with it,” adds product line, call or visit us today. Wharton. I

Penny Stacey is the editor of AGRR™ Q magazine/glassBYTEs.com™. Follow her on Twitter @agrrmagazine, read her blog at http://fortherecord.agrrmag.com, you can THE ORIGINAL & TRUSTED NAME IN GLASS HANDLING EQUIPMENT like AGRR Magazine on Facebook to receive www.powrgrip.com the latest updates. 800.548.7341 EST. 1964

www.agrrmag.com January/February 2012 AGRR 27 Zoom Fit + – I< < > >I

At Your Fingertips The Annual AGRR™ Buyer’s Guide

eed a new tool or adhesive? What about information on training opportunities? In the following pages Nyou’ll find all of this and more, including company contact information and the products, services and tools they supply.

A Glen Ellyn, IL 60137 630/942-6597 (P) 630/790-3095 (F) A&I Products Dow Automotive 1020 22nd Avenue www.autoglasssafetycouncil.org Coach Glass 1400 Cross Street 555 Gaddis Blvd P.O. Box 8 Dayton, OH 45403 Rock Valley, IA 51247 Applied Surface Technologies Eugene, OR 97402 740 Pierce Street 541/684-7868 (P) 800/453-3779 (P) 712/476-4132 (P) 937/254-5125 (F) 712/476-4236 (F) Waterloo, WI 53594 888/714-7171 (F) 920/478-2969 (P) www.dowautomotiveaftermarket.com www.aiproducts.com www.coachglass.com See our ad on page 11. www.appliedsurfacetech.com See our ad on page 17. Duncan Systems Inc. ContactPoint LLC 29391 U.S. Highway 33W 1664 S. Dixie Drive Elkhart, IN 46516 A.N. Designs Inc. Saint George, UT 84770 800/551-9149 (P) 111 Putter Lane Auto Glass Installer LLC, The 866/468-0900 (P) 574/294-7289 (F) Torrington, CT 06790-4632 P.O. Box 606 www.contactpoint.com www.rvglass.com 860/482-2921 (P) Houma, LA 70361 860/482-8585 (F) 800/614-2243 (P) E www.ultrawiztools.com 985/575-8001 (F) www.theautoglassinstaller.com See our ad on page 9. eDirectGlass See our ad on page 14. Creative Extruded Products 8687 E. Via De Ventura, Suite 311 1414 Commerce Park Drive Scottsdale, AZ 85258 B Tipp City, OH 45371 480/993-0915 (P) 937/667-4485 (P) 480/422-9085 (F) BTB Auto Glass and 937/667-3647 (F) www.edirectglass.com Body Shop Tools www.creativeextruded.com AEGIS Tools International 1B Wood Street See our ad on page 7. 2810 Syene Road Bendigo, Vic, Australia 3550 P.O. Box 259688 613/5443-1755 (P) Curved Glass Distributors Madison, WI 53725 613/5114-5263 (F) 72 Chapel Street Equalizer Industries Inc. 608/274-9254 (P) www.btbtools.com Derby, CT 06418 2611 Oakmont Drive 608/274-9395 (F) Round Rock, TX 78665 800/243-6546 (P) 512/388-7715 (P) www.aegistools.com Burco-Custom Manufacturing 203/735-3623 (F) See our ad on page 46. 512/388-4188 (F) 2936 South Wilson Court www.curvedglassdist.com www.equalizer.com Grand Rapids, MI 49544 See our ad on page 3. 888/253-2593 (P) D 616/453-5777 (F) www.burcoinc.com DCM Company P.O. Box 1549 C 2016 Borneman Avenue Extractor/Crystal Glass AGRR™ Magazine/ 9508 - 45 Avenue glassBYTEs.com™ Elkhart, IN 46515-1549 Edmonton, AB T6E 5Y9 385 Garrisonville Road, Suite 116 C.R. Laurence Co. 574/294-6989 (P) 780/436-3251 (P) Stafford, VA 22554 2503 East Vernon Avenue 574/294-7599 (F) 780/438-5915 (F) 540/720-5584 (P) Los Angeles, CA 90058-1897 www.extractortools.com 540/720-5687 (F) 323/588-1281 (P) Delta Kits Inc. See our ad on page 27. www.agrrmag.com 800/262-3299 (F) P.O. Box 26509 www.glassBYTEs.com www.crlaurence.com Eugene, OR 97402 F 541/345-8554 (P) Apex Auto Glass Co. Ltd. Carlex 541/345-1591 (F) Fein Power Tools Inc. Workshop 13, 3/F, Yale 7200 Centennial Blvd. www.deltakits.com Industrial Centre, 61-63 Au Pui Nashville, TN 37209 1030 Alcon Street Pittsburgh, PA 15220 Wan Street 734/634-8945 (P) Digital Business Controls Foton, Hong Kong 800/441-9878 (P) www.carlex.com 623 East 2100 South 412/922-8767 (F) 852-3527-3221 (P) Salt Lake City, UT 84106 www.fein.com 852-3007-3969 (F) Clean Plus Inc./ 801/413-1836 (P) www.apexautoglass.com.hk CPI Divisions 801/413-1839 (F) G 138 E. Main Street www.dbcontrols.com P.O. Box 678 West Concord, MN 55985 Glass Doctor DINOL 317 Bosque 507/527-2233 (P) 8520 Cotter Street Auto Glass Safety 507/527-2308 (F) P.O. Box 3146 Lewis Center, OH 43035 Waco, TX 76707 Council (formerly www.cpidivisions.com 740/548-1656 (P) the AGRSS® Council Inc.) 800/280-9858 (P) 800 Roosevelt Road 740/548-1657 (F) 254/745-5098 (F) Bldg. C, Suite 312 www.dinol.com www.glassdoctor.com 28 AGRR January/February 2012 www.agrrmag.com Zoom Fit + – I< < > >I

Glass Mechanix H Meritool 248/881-2904 (P) 460 West 9000 South 5 Park Avenue, Suite 1 www.nordglass.com Sandy, UT 84070 HanitaTEK Ellicottville, NY 14731 See our ad on page 15. 800/826-8523 (P) 220 Regency Court, #200 716/699-6005 (P) 801/566-9625 (F) Brookfield, WI 53045 716/699-6337 (F) Northstar Automotive Glass www.glassmechanix.com 262/754-2760 (P) www.meritool.com 1340 N. Mosley 262/754-3776 (F) Wichita, KS 67214 Glass Seekers www.hanitatek.com 888/686-1099 (P) 60 Underhill Blvd. 316/263-0415 (F) Syosset, NY 11791 HSG Code Blue/ 516/921-0033 (P) Pro Glass Alliance Mitchell International/ Novus Franchising 516/921-0283 (F) 14 East Main Street, 4th Floor NAGS 12800 Hwy 13 S., Suite 500 www.glass-seekers.com Springfield, OH 45502 9889 Willow Creek Road Savage, MN 55378-1266 715/830-6071 (P) San Diego, CA 92131 800/328-1117 (P) Glass Technology Inc. www.proglassalliance.com 853/368-7777 (P) 952/946-0461 (F) 434 Turner Drive 858/653-5447 (F) www.novusfranchising.com Durango, CO 81301-3419 glass.mitchell.com I See our ad on page 5. 970/247-9374 (P) O 970/247-9375 (F) IBS Software www.gtglass.com MyGlassTruck.com 1221 Harrison Street 200 Acorn Road OETech Kansas City, MO 64106 3440 Centerpoint Drive Glasstech Inc. Glassboro, NJ 08028 816/471-0150 (P) 856/863-0900 (P) Urbancrest, OH 43123 Ampoint Industrial Park 816/423-8670 (F) 614/801-5900 (P) 995 Fourth Street 856/863-6704 (F) www.ibssoftware.com www.myglasstruck.com 614/801-5955 (F) Perrysburg, OH 43551 www.oetech.biz 419/661-9500 (P) Independent Glass Association 419/661-9616 (F) Mygrant Glass 800 SW Jackson Street, 1190 E. Stanford Court P Suite 1500 GlasWeld Anaheim, CA 92805 Topeka, KS 66612 714/704-3910 (P) 20578 Empire Avenue 785/271-0208 (P) Performance Tools Bend, OR 97701 714/956-7421 (F) 7640 Commerce Place 785/271-0166 (F) www.mygrantglass.com 541/388-1156 (P) www.iga.org Plain City, OH 43064 541/388-1157 (F) 866/448-6657 (P) www.glasweld.com Induction Innovations Inc. N 614/873-4899 (F) 1175 Jansen Farm Court www.44tools.com GLAXIS Elgin, IL 60123 National Glass Brokers 37 Acrewoods Place 877/688-9633 (P) 3115 Fry Road, Suite #302 The Woodlands, TX 77382 847/551-3369 (F) Katy, TX 77449 412/434-2790 (P) www.inductioninnovations.com 281/599-1550 (P) 412/434-4080 (F) 281/599-8158 (F) www.glaxissolutions.com InstaEtch - VIN Etching Systems www.nationalglassbrokers.com 624 E. Iris Court Pilkington Global Glass Gilbert, AZ 85296 3440 Centerpoint Drive Conservation Alliance 602/481-9444 (P) Urbancrest, OH 43123 1629 K Street, Suite 300 888/854-5534 (F) 866/377-3647 (P) Washington, DC 20006 www.instaetch.com National Windshield 614/801-5955 (F) 540/720-7484 (P) Repair Association www.epremier.net 540/720-3470 (F) L P.O. Box 569 See our ad on page C2. www.glassconservation.org Garrisonville, VA 22463 Lil Buddy 540/720-7484 (P) Pipe Knife Co., The N69W25055 Indian Grass Lane, 540/720-3470 (F) 2155 Tabor Drive Suite A www.nwraassn.org Lakewood, CO 80215 Sussex, WI 53089 303/232-8788 (P) Gold Glass Group 800/924-1252 (P) 303/232-8789 (F) 545-4 Johnson Avenue 262/820-3710 (F) www.pipeknife.com Bohemia, NY 11716 www.lilbuddypro.com 631/981-4277 (P) Nelson Glass Tools 5920 McKinley Drive 631/981-4299 (F) M www.gggcorp.com Garden Valley, CA 95633 See our ad on page 1. 530/333-1269 (P) Precision Replacement Parts www.glassbot.net (Sales Office) GTS See our ad on page 32. 102 Avenue D, Suite 3 11481 SW Hall Boulevard, Mainstreet Computers Inc. Snohomish, WA 98290-2767 Suite 100 Newborn Caulk Guns 360/282-3988 (P) 330 Charles Street 8221 Preston Ct., Suite D Portland, OR 97223 Belleville, MI 48111 360/563-0200 (F) 800/209-2369 (P) Jessup, MD 20794 www.prp.com 800/698-6246 (P) 301/604-1500 (P) 503/624-0433 (F) 734/697-8228 (F) See our ad on page 45. www.gtsservices.com 301/604-7950 (F) www.mainstreetcomp.com www.newborncaulkguns.com See our ad on page 19. Pro Source Glass International Guardian P.O. Box 996 Automotive Products Marcy Adhesives Andover, MA 01810 2040 Production Drive P.O. Box 9587 978/975-5400 (P) Findlay, OH 45840 Columbus, OH 42309 978/975-5300 (F) 800/331-8403 (P) NordGlass II ZOO www.prosourceglass.com 800/962-8273 (P) ul. Bohaterow Warszawy 11 419/396-3601 (F) 614/471-9176 (F) 75-211 Koszalin, Poland www.guardianaftermarket.com www.marcyadhesives.com continued on page 30

www.agrrmag.com January/February 2012 AGRR 29 Zoom Fit + – I< < > >I

At Your Fingertips continued from page 29

Q Y Shenzhen Benson Automobile Glass Co. Ltd. Service AutoGlass Yih-Tair Industrial Inc. Southern States Glass Sunroof Express/ 5536 Business Park Drive Night Watchman Co. Xinyi Auto Glass San Antonio, TX 78218 (North America) Corp. 2696 American Dr. 877/975-5554 (P) Quest Software Troy, MI 48083 106 West Tolles Drive 210/310-0982 (F) Franchises 248/654-4000 (P) www.flexlinemoldings.com St. Johns, MI 48879 248/654-4011 (F) Glass Doctor 800/541-2593 (P) Novus Franchising www.sunroofexpress.com Category Listings 989/224-7067 (F) See our ad on page 17. SuperGlass Windshield Repair www.questsoftware.com See our ad on page 14. Adhesive/Sealants Hard-to-Find SuperGlass Windshield Repair Auto Glass Adhesive Systems A&I Products 6101 Chancellor Drive #200 C.R. Laurence Co. Inc. Coach Glass S Orlando, FL 32809 DINOL Glass Seekers 866/557-7497 (P) Dow Automotive Mygrant Glass Saint-Gobain Autover 407/240-3266 (F) Equalizer Industries Inc. Pilkington 3351 Southwest Blvd. www.superglass.com Mygrant Glass Pro Source Glass International Grove City, OH 43123 NordGlass Service AutoGlass 614/801-2290 (P) Surface Dynamix OETech Southern States Glass 614/801-0303 (F) 250 N. Pine Street Pilkington Sunroof Express/ www.autover.us Sisters, OR 97759 Service AutoGlass Night Watchman Co. 888/788-1756 (P) Sika Corp. Xinyi Auto Glass 541/588-7513 (F) Southern States Glass www.surfacedynamix.com SRP Laminated Glass Guardian Automotive Products Service AutoGlass Sealants, Urethane 2400 Farmers Drive, 5th Floor T Mygrant Glass C.R. Laurence Co. Inc. NordGlass Columbus, OH 43235 DINOL Pilkington 614/210-9541 (P) TVI Wiper Blades th Dow Automotive Saint Gobain Autover www.serviceautoglass.com 727 South 13 Street Mygrant Glass Service AutoGlass See our ad on page 33. Omaha, NE 68102-3299 NordGlass Xinyi Auto Glass 888/884-7278 (P) OETech 800/777-4562 (F) Pilkington Mirrors, Rearview Service AutoGlass Burco Inc. U Sika Corp. Mygrant Glass Sika Corp. Southern States Glass Pilkington 30800 Stephenson Highway Ultra Bond Inc. Southern States Glass Madison Heights, MI 48071 2458 I-70 Business Loop #B-1 Tapes, Auto Glass 248/577-0020 (P) Grand Junction, CO 81501 C.R. Laurence Co. Inc. Mirrors, Side-View 248/577-0810 (F) Clean Plus Inc./CPI Divisions Burco Inc. 800/398-2663 (P) Equalizer Industries Inc. www.sikaindustry.com 970/216-1786 (F) Gold Glass Group www.noshortcutstosafety.com Gold Glass Group Guardian Automotive Products www.ultrabond.com Mygrant Glass See our ad on page 41. Mygrant Glass NordGlass Pilkington Unruh Fab Inc. OETech Southern States Glass Shenzhen Benson Automobile 100 Industrial Drive Pilkington Glass Co. Ltd. Sedgwick, KS 67135 st Service AutoGlass Networks/Larger No. 6, 1 Liuxian Road 316/772-5400 (P) Southern States Glass Companies/Chains 69 District 316/772-5852 (F) Guardian Automotive Products Baoan, Shenzhen 518133 www.unruhfab.com Tapes, Mirror-Mounting HSG Code Blue/ 86-755-2759-9273 (P) C.R. Laurence Co. Inc. Pro Glass Alliance 86-755-2759-9996 (F) W NordGlass Service AutoGlass www.bensonautomobile- Pilkington glass.com Rear Sliders, Manual Auto Glass C.R. Laurence Co. Inc. Southern States Glass Bullet-Resistant Guardian Automotive Products 101 Carnation Street Wood’s Powr-Grip Co. Inc. NordGlass Mygrant Glass Richmond, VA 23225 P.O. Box 368 Pilkington Pilkington 804/745-9222 (P) Saint Gobain Autover 908 West Main Distributors 804/745-4380 (F) Southern States Glass Laurel, MT 59044 A&I Products Xinyi Auto Glass www.ssg-glass.com 800/548-7341 (P) Guardian Automotive Products 406/628-8354 (F) Mygrant Glass Rear Sliders, Power www.powrgrip.com NordGlass C.R. Laurence Co. Inc. See our ad on page 27. Pilkington Mygrant Glass Saint Gobain Autover Pilkington SRP X Service AutoGlass Southern States Glass 12800 Highway 13, Suite 500 Southern States Glass Savage, MN 55378 Xinyi Auto Glass RV Glass 952/946-0450 (P) (North America) Corp. Foreign Coach Glass 952/946-0461 (F) 3601 Highway 7, Suite 702-704 Guardian Automotive Products Duncan Systems Inc. www.shatrproof.com Markham, ON, Canada L3R 0M3 Mygrant Glass Guardian Automotive Products See our ad on page 39. NordGlass NordGlass 905/947-8801 (P) Pilkington 905/947-8892 (F) Pilkington Pro Source Glass International Service AutoGlass www.xinyiglass.ca Saint Gobain Autover Southern States Glass 30 AGRR January/February 2012 www.agrrmag.com Zoom Fit + – I< < > >I

Sunroofs Creative Extruded Products Publications GTS C.R. Laurence Co. Inc. Equalizer Industries Inc. AGRR™ Magazine Mainstreet Computers Inc. NordGlass Gold Glass Group glassBYTEs.com™ Mitchell International/NAGS Pilkington Guardian Automotive Products Pilkington Sunroof Express/ Marcy Adhesives Ultra Bond Inc. General Business Night Watchman Co. Mygrant Glass ContactPoint LLC Xinyi Auto Glass NordGlass Standards Digital Business Controls OETech Auto Glass Safety Council eDirectGlass T-Tops Independent Glass Association Glass Doctor Sunroof Express/ Pilkington Precision Replacement Parts InstaEtch - VIN Etching Systems GTS Night Watchman Co. National Windshield InstaEtch - VIN Etching Systems Pro Source Glass International Mainstreet Computers Inc. Tempered Parts Service AutoGlass Repair Association (ROLAGS™ Standard) Mitchell International/NAGS Apex Auto Glass Co. Ltd. Southern States Glass Pilkington Glasstech Inc. Xinyi Auto Glass Mygrant Glass Training ContactPoint LLC Glass Cutting NordGlass Glass Handling Digital Business Controls Pilkington and Transportation Delta Kits Inc. Glass Doctor Pro Source Glass International General Glass Fabrication-Related Saint Gobain Autover C.R. Laurence Co. Inc. Glass Mechanix GlasWeld Digital Business Controls Service AutoGlass Clean Plus Inc./CPI Divisions Glasstech Inc. Shenzhen Benson Automobile Glass Doctor GTS GTS Glass Co. Ltd. Pilkington Ultra Bond Inc. Southern States Glass Wood’s Powr-Grip Co. Inc. Optimization Xinyi Auto Glass Machinery/Equipment ContactPoint LLC Handling Equipment Screen Printing Machinery Digital Business Controls Van Glass AEGIS Tools International InstaEtch - VIN Etching Systems eDirectGlass C.R. Laurence Co. Inc. Auto Glass Installer LLC, The Nordglass InstaEtch - VIN Etching Systems Guardian Automotive Products BTB Auto Glass Mainstreet Computers Inc. NordGlass and Body Shop Tools Windshield Bending Furnaces Pilkington Glasstech Inc. Service AutoGlass C.R. Laurence Co. Inc. Point of Sale Lil Buddy Digital Business Controls Windshields OETech Plastics and Alternative eDirectGlass A&I Products Pilkington Glazing Materials Glass Doctor Apex Auto Glass Co. Ltd. Pipe Knife Co., The Polycarbonate GTS Carlex Unruh Fab Inc. Pilkington IBS Software Glasstech Inc. Mainstreet Computers Inc. Guardian Automotive Products Wood’s Powr-Grip Co. Inc. NordGlass Software Mitchell International/NAGS Pilkington Packaging Accounting Mygrant Glass Service AutoGlass C.R. Laurence Co. Inc. Digital Business Controls Shenzhen Benson Automobile Pilkington eDirectGlass Pricing Glass Co. Ltd. Glass Doctor Digital Business Controls Xinyi Auto Glass Rack Pads GTS eDirectGlass C.R. Laurence Co. Inc. IBS Software Glass Doctor Auto Glass-Related Equalizer Industries Inc. Mainstreet Computers Inc. GTS Products Unruh Fab Inc. Mainstreet Computers Inc. Accessories Auto Glass-Related Mitchell International/NAGS AEGIS Tools International Racks Digital Business Controls BTB Auto Glass Burco Inc. eDirectGlass Quality Control and Body Shop Tools C.R. Laurence Co. Inc. Glass Doctor ContactPoint LLC C.R. Laurence Co. Inc. Equalizer Industries Inc. Glasstech Inc. Digital Business Controls Clean Plus Inc./CPI Divisions Mygrant Glass GLAXIS eDirectGlass DINOL Pilkington GTS Glass Doctor Equalizer Industries Inc. Pipe Knife Co., The InstaEtch - VIN Etching Systems Glasstech Inc. Gold Glass Group Unruh Fab Inc. Mainstreet Computers Inc. Mygrant Glass Window Film InstaEtch - VIN Etching Systems Digital Business Controls Mygrant Glass Trucks NordGlass Glass Doctor e-Commerce Unruh Fab Inc. Digital Business Controls Windshield Cutting OETech Digital Business Controls Pilkington eDirectGlass Unloaders GLAXIS Sika Corp. Wood’s Powr-Grip Co. Inc. Windshield Repair Southern States Glass GTS Digital Business Controls SRP Mainstreet Computers Inc. eDirectGlass Information Sources Pilkington Associations GTS Alarm Systems IBS Software InstaEtch - VIN Etching Systems Auto Glass Safety Council EDI Global Glass Conservation Mainstreet Computers Inc. Digital Business Controls Surface Dynamix Automotive Mirror Alliance eDirectGlass Independent Glass Association Burco Inc. GTS Tools and Supplies Guardian Automotive Products National Windshield IBS Software Repair Association Caulking Guns Mygrant Glass Mainstreet Computers Inc. AEGIS Tools International Pilkington Information Resources Mitchell International/NAGS BTB Auto Glass Tools Precision Replacement Parts AGRR™ Magazine Mygrant Glass C.R. Laurence Co. Inc. Southern States Glass glassBYTEs.com™ Clean Plus Inc./CPI Divisions Independent Glass Association Estimating Mouldings Digital Business Controls A&I Products Labs, Testing Labs eDirectGlass Coach Glass GlasWeld Glass Doctor continued on page 32 www.agrrmag.com January/February 2012 AGRR 31 Zoom Fit + – I< < > >I

At Your Fingertips continued from page 31

DINOL InstaEtch - VIN Etching Systems Equalizer Industries Inc. OETech Extractor/Crystal Glass Service AutoGlass Meritool SRP Newborn Caulk Guns Ultra Bond Inc. OETech Wood’s Powr-Grip Co. Inc. Pilkington Pipe Knife Co., The Headlight Protection Southern States Glass AEGIS Tools International Delta Kits Inc. Cleaner, Glass Glass Technology Inc. AEGIS Tools International OETech Burco Inc. SRP C.R. Laurence Co. Inc. Clean Plus Inc./CPI Divisions Moisture Removal Tools Dow Automotive AEGIS Tools International NordGlass Delta Kits Inc. OETech Glass Mechanix Pilkington Glass Technology Inc. Service AutoGlass GlasWeld Sika Corp. OETech Southern States Glass Ultra Bond Inc. SRP Resins Glass Labeling Products AEGIS Tools International InstaEtch - VIN Etching Systems BTB Auto Glass Tools NordGlass C.R. Laurence Co. Inc. Pilkington Clean Plus Inc./CPI Divisions Delta Kits Inc. Windshield Removal Tool Equalizer Industries Inc. A.N. Designs Inc. Glass Mechanix AEGIS Tools International Glass Technology Inc. BTB Auto Glass GlasWeld and Body Shop Tools OETech C.R. Laurence Co. Inc. Pilkington Clean Plus Inc./CPI Divisions Service AutoGlass Equalizer Industries Inc. Southern States Glass Extractor/Crystal Glass SRP Induction Innovations Inc. Ultra Bond Inc. LOOKING FOR Nelson Glass Tools OETech Scratch Removal Systems Pilkington AEGIS Tools International INSTALLATION HELP? Pipe Knife Co., The C.R. Laurence Co. Inc. Service AutoGlass Equalizer Industries Inc. Order Industry Expert Bob Beranek· s Book: Southern States Glass Glass Technology Inc. Wood’s Powr-Grip Co. Inc. GlasWeld The Complete Guide to OETech Window Film SRP and Coatings Surface Dynamix Auto Glass Installation: A Textbook Auto Film Ultra Bond Inc. C.R. Laurence Co. Inc. HanitaTEK UV Curing Lamps AEGIS Tools International Coatings, Water-Repellant C.R. Laurence Co. Inc. AEGIS Tools International Clean Plus Inc./CPI Divisions GlasWeld Delta Kits Inc. Ultra Bond Inc. Equalizer Industries Inc. Glass Mechanix Security Film Glass Technology Inc. HanitaTEK GlasWeld InstaEtch - VIN Etching Systems OETech SRP Southern States Glass Windshield SRP Repair Products Ultra Bond Inc. Burs AEGIS Tools International Windshield Repair Clean Plus Inc./CPI Divisions Systems and Supplies Delta Kits Inc. AEGIS Tools International Glass Technology Inc. BTB Auto Glass Tools OETech C.R. Laurence Co. Inc. Southern States Glass Clean Plus Inc./CPI Divisions Ultra Bond Inc. Delta Kits Inc. Equalizer Industries Inc. Equipment Glass Mechanix AEGIS Tools International Glass Technology Inc. C.R. Laurence Co. Inc. GlasWeld Clean Plus Inc./CPI Divisions OETech Delta Kits Inc. Pilkington To order today visit Glass Mechanix Service AutoGlass Glass Technology Inc. SRP www.agcandassociates.com. GlasWeld Ultra Bond Inc. I 32 AGRR January/February 2012 www.agrrmag.com Zoom Fit + – I< < > >I

AT YOUR SERVICE

No Matter THE MAKE. NO MATTER THE MODEL. WE'VE GOT THE GLASS

2006 Ford Fusion 2007 Chevy Silverado 2010 Mazda CX-7 2010 Honda Fit 2010 KIA Soul Brand of Ford Motor Corp. Brand of General Motors Brand of Mazda N.A. Operations Brand of American Honda Motor Co., Inc. Brand of Kia Motors America, Inc.

YOU NAME THE CAR, WE'VE got THE VEHICLE GLASS

Service AutoGlass® makes ﬁ nding the right windshield for any make and model easy. That’s because we carry a complete supply of top-quality, American- and foreign-made OEM- equivalent windshields plus OEM-logo’d windshields for the most popular premium models. Ordering is easy, too, with our online portal and warehouses nationwide. Plus, we have a full selection of installation tools, accessories and sundries to help you make repairs quickly.

To ﬁ nd the glass you need today, visit your nearest warehouse, call 877-630-1389 or go to serviceautoglass.com. Zoom Fit + – I< < > >I

Six Challenges Ahead in 2012 The Latest in Automotive Glass Designs

Photo: Chevrolet Mi-Ray Roadster Concept, GM Corp. Photo: Chevrolet by Penny Stacey

s automotive designs evolve, so does the glass being through the glass choice process, at which point you can AA used in vehicles—as well as the way manufacturers sound for that customer as the true professional they’re try- place it in vehicles. This leads to a number of challenges for ing to find, because that’s what they’re calling around for, today’s technicians. Following are six challenges predicted whether you know or not. It’s not necessarily price,” he adds. for 2012 by auto glass installation expert Bob Beranek of Au- Hydrophobic coatings. Hydrophobic coat- tomotive Glass Consultants in Sun Prairie, Wis. ings were designed to cause raindrops to be- Pinpointing what’s on the glass. “I always feel come round, so that they roll off the windshield unprofessional asking the customer, ‘Do you 2.2.automatically, according to Beranek, but it’s im- have a rain sensor? Do you have a heated wiper portant to remember that they are not part of the wind- 1.1.part? Do you have this or that?’” says Beranek. shield. “Hydrophobic … is a coating, plain and simple, put “It’s always amazed me that our industry doesn’t have any on the number-one surface,” says Beranek. “It’s not this better resource than asking the customer, because they don’t magic thing that’s there forever. Depending on how long a know. They know where the key goes and where the gas goes guy uses his wipers, the hydrophobic coating is there, but if … Some vehicle packages will tell them if there’s special will eventually wear out or it has to be reapplied.” glass in there, but that’s not necessarily for sure either.” So what does that mean to a technician? “If a customer To deal with this challenge, Beranek suggests techni- comes in and says I’ve got a Toyota with a hydrophobic cians—or often the customer service representatives book- windshield, you will get a windshield without a hydrophobic ing the job—ask the customer to coating,” he says. “You’re going to have to add it afterwards.” look for certain indicators. “You can Exposed edge glass. Though exposed edge ask them to look at their monogram glass has been common in Europe for some or bug and typically if it’s a special time, according to Beranek, its use in the United windshield it will say so,” says Be- 3.States is growing. “The Citroen C3 windshield ranek. “So if it’s acoustic, it will have 3. that started in 2010 will come to America in short order,” some sort of inscription that will say says Beranek. it’s an acoustic windshield. Unfortu- Beranek suggests that exposed edge glass has an “inher- nately there isn’t an easy way—there ent problem” even before a windshield replacement is The 2011 Saab 9-5 just isn’t.” needed or occurs. “I don’t know if you’ve noticed it, but Jeep SportCombi concept Knowledge is key, though—and and Chrysler have both come out with service bulletins vehicle is equipped will hopefully play a role in gaining about air whistles on these right from the factory. A lot of with a pilot head-up the customer’s trust. “[You need to them have them,” says Beranek. “The tighter it is, the more display. be able to] instruct your customer likely you’re going to have whistling.”

34 AGRR January/February 2012 www.agrrmag.com Zoom Fit + – I< < > >I

“Hydrophobic coating is not a magic thing that’s there forever.” —Bob Beranek, Automotive Glass Consultants That’s not the only concern. “The cut-out is very important to keep from damaging the paint or the wall of the pinch- New Angles in weld,” says Beranek.“You also have to be concerned with how you apply the urethane. If it oozes out a little bit, the cus- Auto Glass Debut tomer’s going to see it, and that’s a very hard thing to fix. You have to place your urethane bead right on the old one, and at L.A. Auto Show slightly slant it in so it doesn’t ooze out.” Setting the glass in an exposed-edge set-up also can be The 2011 Los Angeles Auto Show in November featured challenging. “You can’t be off much, because some of these several new car debuts, including several with innovative do not have an underside moulding to cover your mistakes, angles and placement of auto glass, displaying many of says Beranek. “Even if it does have an underside moulding, if the challenges ahead. you catch it wrong, then you’ve got a major problem on your The concept for the BMW i8 features a low-lying wind- hands. This takes extra time.” shield and large rear window, along with two winged doors Disappearance of pre-applied adhesive sys- made of glass. tems (PAAS.) “PAAS is becoming obsolete on the The 2013 Subaru BRZ coupe contains a twist on newer 2011 and 2012 vehicles,” says Beranek. sidelites, with a design for a window within a window. “Audis and BMWs are going to underside mould- Other well-known vehicles featured small changes to 4.4. their auto glass. The 2012 Honda CR-V was on display with ings, so you’re not really bonding PAAS to the body. They get the same effect, but they don’t have a PAAS. It might seem a simple extension of the backlite. PAAS-like, but it’s not truly a PAAS. Remember, there’s a different bonding situation when you’re bonding PAAS vehicles than there is when you’re bonding to an underside moulding.” The growing use of rain sensors. While rain sensors are popping up on more and more vehicles, technicians should be aware of the intrica- 5.5.cies of these—and the difference between light and rain sensors. “Light sensors and rain sensors are not mu- tually inclusive,” Beranek says. “In other words, you can have a light sensor separate and a rain sensor separate. The 2000 Passat has only a light sensor—it looks like a rain sensor but you can test it and the windshield wipers are not going to work. So you spend 20 minutes trying to get the rain sensor to 2013 Subaru BRZ work and there is no rain sensor.” Additionally, some vehicles are being equipped with Ford released the 2013 Escape during the event. The other new types of sensors in today’s market. “Some have vehicle featuring a deeper-angled windshield that creates seen the Volvo C60 windshield—the big pad with about 20 a sleeker appearance different wires coming out of it,” says Beranek. “[This is] the and a 10-percent CitySafe, which is an automatic braking system as well as a more aerodynamic collision sensor for pedestrians and cars in front of the ve- vehicle than last hicle … Mercedes has the same thing. Lane notification is year’s Escape. The also big as well.” new Escape also will He adds, “It doesn’t sound very hard as far as things you feature a panoramic have to do to install it—it’s just, be aware that it’s there and sunroof, as will the make sure all the connections are there.” 2012 Hyundai Azera. Calibrated sidelites and backlites. There are From a com- some vehicles in today’s market that require 2013 Ford Escape pletely different dealer calibration of sidelites, such as the 2011 angle, the view from Volvo Eos. “These have to be plugged in to inside the vehicle also was big news at this year’s 6.6. show. The BMW M5 was on display to show attendees [Volvo’s] diagnostic equipment and be recalibrated every time a quarter or back glass is replaced,” says Beranek. how it projects important information onto the wind- If this doesn’t occur, it can be detrimental to the passen- shield directly in the driver’s field of vision, saving gers. “It has an anti-pinch reverse, and if you don’t have it re- drivers from having to glance down to see the calibrated at the dealer, it could hurt or crush [someone]—it speedometer among other projected items. I won’t stop,” he adds.

www.agrrmag.com January/February 2012 AGRR 35 Zoom Fit + – I< < > >I

Inside One Group’s Efforts to Make a Change

by Penny Stacey REPAIR

t the recent Auto Glass Week™ competence has existed, but I can tell developed ROLAGS™ Standard, then event in Memphis, Tenn., Na- you it was still being practiced some the equipment could play a part. There A tional Windshield Repair Associ- six months after our study started. My are several key parts of ROLAGS that ation (NWRA) president Kerry instincts say bad repairs have always play a part in performing quality re-

ocus on Wanstrath presented some information existed; it is just that some feel these pairs. If technicians are unable to uti- f the association has found in recent are acceptable. lize these necessary techniques, quality months in the area of repair quality. The AGRR: Can you tell me a little bit could suffer. Additionally, untrained NWRA has conducted a good deal of re- about the study conducted? technicians can be challenged to pro- search about this issue and Wanstrath KW: The study was brought about duce the best repairs. took the time to share additional infor- by a level of repair quality that was so AGRR: How widespread do you mation with AGRR™ magazine about bad the technicians thought no repair think the alleged problem is? what the association is doing to focus on had been done. The data is still being KW: We don’t think it is confined to this alleged problem. collected and we see no reason not to the states we surveyed. AGRR: The NWRA has been very fo- continue to do so. AGRR: What do you think is needed cused on quality of late—what AGRR: I understand you’ve located to fix this? brought this to its attention? quite a few windshields that were re- KW: Verification of repair quality, ed- Kerry Wanstrath (KW): repaired—how did you go about this? ucation, testing and certification is A very experienced tech- KW:Technicians who work in smaller needed by an organization that has re- nician noticed that cus- cities or towns did not want to give cus- pair quality and the consumers’ best in- tomers were telling him tomers a bad impression of windshield terest in mind. often that the breaks he repair, so initially they re-repaired the AGRR: What are NWRA’s further was repairing had already previously poor repairs for free. It takes a plans in this area? been repaired. The tech- very experienced technician to do a re- KW: Just that, verification of repair Kerry nician couldn’t believe repair, but the simple fact that it can be quality, education, testing and certifica- Wanstrath what he was seeing, but done to the customer’s satisfaction says tion. We hope to have our program in upon close inspection he there was no excuse for the poor quality place on the NWRA website [in the com- noticed that in fact some repair resin repair. Many of these repairs were ing months]. was in fact visible. The repair quality was straightforward, simple repairs. It ap- AGRR:What would you recommend so poor he began to document his find- pears to speak more about the attitude technicians do on a local basis to help ings. He recruited other technicians in of the company doing the initial repair, with this effort? other states to do the same and the don’t you think? KW: Start documenting the poor re- NWRA began to create a database of this AGRR: Do you think the problem pairs in your area; get the consumer’s information. lies with technicians or equipment? name, license plate number and the AGRR: How long do you think re- KW: That is a very complex question name of the company that did the repair quality’s been an issue? and very sensitive, but I’ll say this, if the pair if possible. If they’d like they can KW: Well, there is no way of know- equipment doesn’t allow for a techni- forward the info to the NWRA and we ing for sure how long this level of in- cian to perform a repair to the industry- can add it to our database. I

36 AGRR January/February 2012 www.agrrmag.com Zoom Fit + – I< < > >I

“My instincts say bad repairs have always existed; it is just that some feel these are acceptable.” —Kerry Wanstrath, NWRA f ocus on on ocus

R I A P E R

NWRA officials say all of the above photos depict breaks that have been repaired previously and returned to the customer.

What Do You Think? Do you think the windshield repair industry has a quality issue on its hands? Please email your thoughts to [email protected].

www.agrrmag.com January/February 2012 AGRR 37 Zoom Fit + – I< < > >I

R e p a i r R o u n d - U p nwra reports

[email protected] Education, Certification and Quality by Kerry Wanstrath

S I SEE IT,THE ELEMENTS OF Association (NWRA) has just that kind ANSI-recognized Repair of Lami- education, certification and of determination and is working on nated Auto Glass Standard (RO- A quality are what will define several fronts to make the industry LAGS™). To that, I respond: Great, the future for independent glass become more competitive and fair. that only makes the task of separat- shops across this country in the next ing those wanting to do the best

REPAIRfew years. This is nothing new, as we Continuing Education work possible a bit easier. The task is have been focused on these things We strongly believe that if you to convince the insurance industry for some time now … with mixed re- produce the best product or service to recognize the special status for sults. However, I feel the forces of all you will be noticed. That is, in part, those service providers and recom- the efforts of the various associations why we now have a continuing edu- mend to the consumer the most and many individuals throughout the cation program (CE) for our mem- qualified shops or individuals avail-

ocus on country are starting to align. Within bers. Those who are already certified able. This task takes industry-wide f the next few years we will see the ef- might believe they have all the cooperation, but getting certified is fects these efforts will and can have knowledge needed for windshield re- the first step to show the insurance on those that are not truly interested pair. I challenge even those with ten industry that there is a large number in producing a quality service. or more years experience to take our of technicians willing and able to perform at a higher level than others. “The National Windshield Repair The auto mechanics have done this Association (NWRA) is working on successfully; I wouldn’t take my car to a non-certified shop to have it re- several fronts to make the industry paired. We can do the same. become more competitive and fair.” As with any battle to reveal our every move would be foolish, but I Apart from the Pack new CE certification test and find out can say this: there is hope for the Those who are willing to step up for themselves how their knowledge small shops and those willing to sep- their games and lead the industry to stacks up against others’ industry arate themselves through education, higher standards will separate their knowledge. We are developing a mas- certification and quality. It has be- companies from the rest of the pack. ter level for those technicians willing come evident that size does matter, Our job as industry associations to challenge themselves. but bigger isn’t necessarily better in and corporations is to make sure the We are committed to adding more the windshield repair business. right people or agencies are hearing knowledge throughout the years to our story and the truth. To those not keep those willing to receive the Kerry Wanstrath is the president of the involved within the industry, our NWRA seal of excellence for their skill. Q National Windshield Repair Association. story is so very convoluted and com- There are some who have openly In addition, he serves as president of Glass plex it can be very difficult to under- rejected the industry-produced and Technology in Durango, Colo. stand how it all works and how it ever got so complex and convoluted. Mark Your Calendars! It is a challenge to relay issues to The National Windshield Repair Associa- those in positions of authority or po- tion (NWRA) is participating once again in litical office. These efforts take com- Auto Glass Week™, which will be held Sep- mitment and time, determination tember 20-22 in Louisville, Ky. The exhibi- and purpose, but I do see light at the tion/extravaganza will be held September end of the dark and long tunnel. 21-22. Be sure to mark your calendars now, The National Windshield Repair and turn to page 23 for details. I

38 AGRR January/February 2012 www.agrrmag.com Zoom Fit + – I< < > >I

Introducing ICON,™ SRP’s most advanced automotive glass adhesive yet. The ﬁ rst adhesive with an FMVSS validated 30-minute drive away time in temperatures from 0° to 140° Fahrenheit. We think it’s super. And you will too.

FOR INSTALLERS, BY INSTALLERS™ For more information, visit: shatrproof.com 800-728-1817

Shat R Proof Corp. 12800 Highway 13 South, Suite 500, Savage, MN 55378 SRP, ICON, EDGE, AND VELOCITY AND FOR INSTALLERS, BY INSTALLERS ARE TRADEMARKS OF SHAT R PROOF CORP. TOTALSEAL IS A TRADEMARK OF LE JOIN FRANCAIS. Zoom Fit + – I< < > >I

t h e snew h productso w r o o m

SRP® Adds New Primer ADHESIVES SRP has a new Prime Quickly, Easily pinchweld primer avail- The new BETAPRIME™ Clear SA able, the SRP5025+, from Dow Automotive is an easy-to- which company offi- use glass/frit primer packaged in a sin- cials say they intro- gle-use applicator. Company officials duced as the result of say the primer dries in just six minutes customer feedback and at temperatures as low as zero degrees to limit the amount of grip, according to the company. Fahrenheit. primers needed to The cups are available in two- and Additionally, the primer does not re- perform a windshield three-handle sets, and each is rated for quire shaking and can be used in a replacement. The product is an im- 70 pounds. wide range of temperatures and cli- proved version of the company’s prior SS® www.aegistools.com mates, according to the company. SRP5025 primer. SS® www.dowautomotive.com “The new and improved formula still MOULDINGS covers the needs of the pinchweld,” OETech Offers Range says Keith Beveridge, senior vice presi- Replace It with Universal The OETech line of urethanes was dent of Shat R Proof. “Now it will also Marcy Adhesives offers universal designed to meet a variety of needs in cover large areas of bare metal and alu- rubber mouldings, which company today’s aftermarket installation. The ad- minum in a single coating and will flash officials say bend easily around cor- hesives are available in one-hour, high- off and be ready for adhesive applica- ners so that they can replace many and medium-viscosity, and high-mod- tion in as little as five minutes time.” fitted mouldings. The mouldings are ulus/low-conductivity formulations. SS® www.shatrproof.com manufactured with a blend of EPDM The line includes OETech1, a high- rubber and a channel design, allow- modulus/low-con- HANDLING EQUIPMENT ing them to remain flexible in cold ductive one-hour weather, provide excellent cornering urethane; OETech2, Get Control and grip, and giving a professional a three-hour high- AEGIS® Tools International has re-de- finish to an installation, according to viscosity urethane; signed its GlassHandlers® to offer techni- the company. and OETech3+, cians more control when setting or The mouldings are available in three which is a six-hour, removing windshields. The setting cups forms and eight profiles. medium-viscosity also now feature an improved ergonomic SS® www.marcyadhesives.com urethane. OETech1 and TOOLS OETech2 are packaged in kits, includ- Out Like a Lion ing 24 tubes or Nelson Glass Tools, based in Garden Valley, Calif., has sausages of ure- introduced the Glass Bot Lion, which features a variable- thane, one bottle of speed pistol grip remote control with lithium ion batteries. combo primer, ure- The Lion is a vacuum pad-mounted motor system that thane nozzles and winds windshield wire under high tension to cut through batch stickers. urethane. The wire is pulled inwards away from the paint OETech3+ is avail- surface, in an effort to prevent paint damage during the able in sausages removal process. and cartridges in “Customers have been requesting a variable-speed switch so that more con- cases of 12 and trol can be obtained while cutting the urethane in corners, which is the most dif- comes with nozzles ficult area to cut with any tool,” says Rick Nelson, product manager. “We and batch stickers accomplished this by utilizing existing components from Milwaukee Tools in cre- with primers and ating our new remote control for the Glass Bot Lion. We have eliminated the activators sold original NiCad battery mount off of the Glass Bot and now have the lithium ion separately. battery at the base of the remote control.” SS® www.oetech.biz SS® www.glassbot.net I

40 AGRR January/February 2012 www.agrrmag.com Zoom Fit + – I< < > >I

i n d u s t r y i n s i d e r s people in the news

COMINGSANDGOINGS ica’s board of directors. He had been Tate and Frankie Corbin; as well as nu- with Chicago-based Glass America merous cousins, nieces and nephews. Glass America since 2004, when he joined with a Tate founded Old Dominion Glass Hires New CEO group of investors to acquire it. in 1981, and retired in 2005. Glass America hired Michael Barry Rohlfing has a long history in the in- “Ray was a friend to many, a great to fill the role of CEO in mid October, dustry, having gotten his start in 1972 leader and mentor and will be greatly following the resignation of David as an auto glass installer trainee. missed by all who knew him,” says Don- Rohlfing as president and CEO. ald Rommell, who worked closely with Barry most recently served as presi- OBITUARIES Tate at Old Dominion for many years. dent of Prairie Street Capital, a Outside the auto glass industry, Tate Chicago-based private equity firm. He Old Dominion Glass also was well-known for his time with also has served as a senior executive Founder Passes Away the University of Richmond Spiders with Copperfield Chimney Supply Inc., Old Dominion Glass founder Ray football team, where he played for sev- a supplier of proprietary chimney and Tate of Richmond, Va., passed away eral years and was team captain, All hearth products; Intech EDM, an in- in mid October after a long illness. Southern Conference and All State in dustrial distributor and manufacturer He was 68. 1965. After graduating from the Uni- of consumable materials for Electrical Tate is survived by his wife, Trina; his versity of Richmond, he was an assis- Discharge Machining; and Woodward son, Chris Tate; his daughters, Brittany tant coach from 1966 to 1973. Inc., a patio furniture manufacturer. and Morgan Hutchinson; three grand- In lieu of flowers, the family re- Rohlfing, who remains a minority children; his sisters, Debbie Wickham, quests that memorial contributions shareholder in the company, also re- Faye Haynie, Charlene Smith, Annabelle be made to St. Jude Children’s Re- signed from his seat on Glass Amer- Ambrosen; and his brothers, Donnie search Hospital. I

Sika = Premium Adhesive Systems

Benefits - Comprehensive customer (VIC) programs & support

Performance - Broadest product range (SDAT)

Safety - Exceeds FMVSS 212/208 Unbelted!d! Leadership - Continuous innovation

Sika = No Shortcuts to Safety!

Contact Sika to learn more about our premium AGR installation system equation

1-800-688-7452 · www.sikausa.com

www.agrrmag.com January/February 2012 AGRR 41 Zoom Fit + – I< < > >I

THE SHOWCASE directory of suppliers

Adhesives/Sealants RV GLASS EQUALIZER LIQUID RESINS/A.C.T. AUTO GLASS ADHESIVE SYSTEMS COACH GLASS INDUSTRIES, INC. 4295 N. Holly Rd. SHAT-R-PROOF CORP. 98 North Polk 2611 Oakmont Drive Olney, IL 62450 Eugene, OR 97402 12800 Hwy. 13, Suite 500 Round Rock, TX 78665 618/392-3590 (phone) 800/714-7171 (phone) 512/388-7715 (phone) 800/458-2098 (toll free) Savage, MN 55378 888/714-7171 (fax) 512/388-4188 (fax) 952/946-0450 (phone) 618/392-3202 (fax) [email protected] www.equalizer.com www.liquidresins.com 952/946-0435 (fax) [email protected] www.shatrproof.com Information Sources WIPE YOUR GLASS/JAMAK [email protected] ASSOCIATIONS NATIONAL WINDSHIELD Windshield 4800 Bryant Irvin Ct. Removal Tool Fort Worth, TX 76107 REPAIR ASSOCIATION EXTRAC TOR/CRYSTAL Auto Glass 817/737-3703 NATIONAL GLASS P.O. Box 569 GLASS CANADA 9508 - 45 Ave. Ext. 27 or 28 (phone) BROKERS, LLC Garrisonville, VA 22463 540/720-7484 (phone) Edmonton, AB T6E 5Y9 817/735-1669 (fax) 3115 Fry Rd., Suite #302 540/720-3470 (fax) Canada www.wipeyourglass.com Katy, TX 77449 www.nwrassn.org 877/628-8837 (phone) [email protected] 281/599-1550 (phone) 780/438-5915 (fax) 281/599-8158 (fax) PUBLICATIONS www.extractortools.com REPAIR SYSTEMS & SERVICES www.nationalglassbrokers.com AGRR™ MAGAZINE GLASS MEDIC [email protected] Key Communications, Inc. 7177 Northgate Way, Ste. C 385 Garrisonville Rd., #116 Windshield Repair Products Westerville, OH 43082 Stafford, VA 22554 EMERGENCY 614/891-9222 (phone) 540/720-5584 (phone) GLASS REPAIR 614/891-9227 (fax) 540/720-5687 (fax) 3344 North Halsted St. www.glassmedic.com www.agrrmag.com SAINT-GOBAIN Chicago, IL 60657 AUTOVER USA, INC. 312/465-1619 (phone) AEGIS TOOLS Software www.emergencyglassrepair.com INTERNATIONAL 3351 Southwest Blvd. AUTO GLASS - RELATED Grove City, OH 43123 ALL GLASS QUOTES P.O. Box 259688 GLASWELD SYSTEMS 614/801-2290 (phone) 3344 North Halsted St. Madison, WI 53725-9688 20578 Empire Blvd. 608/274-9254 (phone) 614/801-0303 (fax) Chicago, IL 60657 Bend, OR 97701 608/274-9395 (fax) www.autover.us 312/465-1584 (phone) www.allglassquotes.com 541/388-1156 (phone) www.aegistools.com [email protected] 541/388-1157 (fax) [email protected] www.glasweld.com Tools and Supplies To place a Suppliers A.N. DESIGNS INC./ WINDSHIELD REMOVAL TOOLS Guide listing please ULTRAWIZ® GLAZEX A.N. DESIGNS INC./ contact Janeen Mulligan at 111 Putter Lane P.O. Box 2180 ULTRAWIZ® Orem, UT 84059 540/720-5584, ext. 112, Torrington, CT 06790 111 Putter Lane 860/482-2921 (phone) 800/545-2770 (phone) Torrington, CT 06790 or email 800/226-6464 (fax) 860/482-8585 (fax) 860/482-2921 (phone) [email protected]. www.glazex.com www.ultrawiztools.com 860/482-8585 (fax) I

IT’S FREE! AGRR™ MAGAZINE PRESENTS THE

Scan the tag above to view the latest newscast. Video Newscast Get the free mobile app at http://gettag.mobi. SEE WHAT YOUR INDUSTRY IS DOING

Visit www.glassBYTEs.com™ and look for the video HEAR THE LATEST HEADLINES icon () or sign up for the daily e-newsletter and SEE NEVER-BEFORE-SHOWN FOOTAGE receive the newscast when it is first delivered. ENJOY THE NEWS IN A WHOLE NEW FORMAT 42 AGRR January/February 2012 www.agrrmag.com Zoom Fit + – I< < > >I

o n t h e r o a d calendar of events

DAY/ PLANNER January 19-21, 2012 September 20-22, 2012 September 20-22, 2012 2012 International Mobile Tech Expo Auto Glass Week™ 2012 International Window Film Sponsored by Mobile Tech and Trim. (Exhibition/Extravaganza Sept. 21-22, 2012) Conference and Tint-Off™ 2012 Orlando Sun Resort and Convention Center. Co-sponsored by AGRR™ magazine, the (Exhibition/Extravaganza Sept. 21-22, 2012) Orlando, Fla. Auto Glass Safety Council (formerly the Co-sponsored by WINDOW FILM magazine and Contact: Mobile Tech and Trim at AGRSS Council), the Independent Glass the International WINDOW FILM Association 727/531-7885 or visit Association, the National Glass Association Kentucky International Convention Center & www.mobiletechexpo.com and the National Windshield Repair Hyatt Regency Louisville. Association. Includes Auto Glass Repair Louisville, Ky. July 18-20, 2012 and Replacement Olympics. Contact: WINDOW FILM magazine at PAACE Automechanika Mexico Kentucky International Convention Center & 540/720-5584 or visit Centro Banamex. Louisville Marriott Downtown. www.windowfilmmag.com/IWFC Mexico City, Mexico Louisville, Ky. Contact: Visit www.paaceautomechanika.com Contact: AGRR magazine at 540/720-5584 October 11-13, 2012 or visit www.autoglassweek.com NACE Expo September 11-16, 2012 Sponsored by the Automotive Automechanika Frankfurt Service Association. Sponsored by Messe Frankfurt. Visit www.agrrmag.com Morial Convention Center. Messe Frankfurt. and click on “Industry New Orleans, La. Frankfurt, Germany. Events” to add your Contact: Show organizers at Contact: Visit events to the calendar. 972/536-6354 or www.automechanika.messefrankfurt.com visit www.naceexpo.com I

ADVERTISING INDEX Page Company Phone Fax Web Address 9 A.N. Designs Inc. 866/482-2921 860/482-8585 www.ultrawiztools.com 46 AEGIS Tools International 888/247-6000 608/274-9395 www.aegistools.com 14 Auto Glass Installer, The 800/614-2243 985/575-8001 www.theautoglassinstaller.com 22-23 Auto Glass Week™ 2012 540/720-5584 540/720-5687 www.autoglassweek.com 17 Coach Glass 800/714-7171 541/393-5896 www.coachglass.com 7 Creative Extruded Products 800/273-1535 937/667-3647 www.creativeextruded.com 11 Dow Automotive Systems 800/698-6246 734/697-8228 www.dowautomotiveaftermarket.com 3 Equalizer Industries 800/334-1334 512/388-4188 www.equalizer.com 27 Extractor 877/628-8837 780/438-5915 www.extractortools.com 1 Gold Glass Group 800/448-5188 631/981-4299 www.gggcorp.com 19 Mainstreet Computers Inc. 800/698-6246 734/697-8228 www.mainstreetcomp.com 5 Mitche ll International 800/551-4012 858/653-5447 www.glass.mitchell.com 32 Nelson Glass Tools 530/333-1269 Not Available www.glassbot.com 15 NordGlass 248/881-2904 Not Available www.nordglass.com C2 Pilkington North America 866/377-3647 419/247-3821 www.epremier.net 45 Precision Replacement Parts 800/367-8241 800/545-5083 www.prp.com 14 Quest Software 800/541-2593 989/224-7067 www.questsoftware.com 33 Service AutoGlass 877/630-1389 614/210-9201 www.serviceautoglass.com 41 Sika Corp. 800/688-7452 248/577-0810 www.sikaindustry.com 39 Shat R Proof Corp. 800/728-1817 952/946-0461 www.shatrproof.com 17 Sunroof Express/Night Watchman Co. 800/322-8867 586/498-2301 www.nightwatchman.net 27 Wood’s Powr-Grip 800/548-7341 406/628-8354 www.powrgrip.com For more information on these companies’ products, visit http://products.agrrmag.com.

www.agrrmag.com January/February 2012 AGRR 43 Zoom Fit + – I< < > >I

F i r s t J o b s where it all started

Natural Born Salesman Carl Tompkins, Sika Corp.

NYONE WHO HAS MET CARL “I received a call from a dental student Tompkins, global marketing who was in his junior year at the Univer- A resources manager for Sika sity of Oregon Dental School,” says Corp., knows he is a natural salesper- Tompkins. “He invited me to an on-cam- son. What many don’t know is that he pus interview, stating that I could earn at got his start early—while still in college least $2,500 for 12 weeks work, which even, working a summer job as a door- was a fair amount back in the 1970s.” to-door salesperson for Southwestern Tompkins ended up with a job sell- Publishing, based in Nashville, Tenn. ing educational books door-to-door in “It proved to be an invaluable expe- the states of Pennsylvania, Michigan, rience,” s ays Tompkins, who just cele- Indiana and Minnesota over the next brated his 35th year in business.” four summers—2,000 miles from Tompkins found the job while home at the age of 19. studying political science at Portland Tompkins says the hard work paid State University in Portland, Ore. off, however, in future endeavors. “[The job] allowed us to differentiate A Promise Fulfilled ourselves from others during the sum- Carl Tompkins, global marketing resource manager for Sika Corp., got mers,” says Tompkins. “We went out his start in business in the mid 1970s as a door-to-door salesperson. a nd learned to work hard on our own, Twenty years later, while working for Pittsburgh-based PPG Industries in relying on commissions. the auto glass distribution business, he made a promise to his boss, “It [was] a job full of rejection. I’d sell John Kelleher. (Kelleher has since left the auto glass industry.) three or four books a day. I’d make $60, “John was a person who was always loaded with idea s but was $70 or $80 a day,” adds Tompkins. more singularly focused on what yours were over his own,” says Eventually, this job led Tompkins to Tompkins. “He drew people out and into dreaming with him and his first in the glass industry as a man- inventing with him and developing new ways to do business. He ager of a retail glass shop, Rogue River made it fun, and he made it family. He always had time for you.” Glass and Paint in Grant’s Pass, Ore. One particular day Kelleher asked Tompkins about his long-term goals. The owner and a family friend, John “I said, ‘that’s easy, I’m going to write a book,’” says Tompkins. “He started Schwab, hired him after reviewing his laughing. I am not sure if he thought it was a ridiculous idea, but after the initial history in book sales. outburst he said, ‘You’re serious? You’re really going to write a book?’” “He looked at me and said, ‘Any kid Tompkins says he explained to Kelleher that he wanted to share all he’d learned who could have doors slammed into with others and that the book would be about “what it takes to do well in any his face is going to do just fine,’” re- corporate environment,” and recalls Kelleher’s response vividly. “Well, knowing calls Tompkins. you , Tompkins, you’re going to do it, and I have one request,” Kelleher replied. After working in a variety of areas of “Make sure I get the first copy.” the glass industry, including flat glass This year, Tompkins made the promise a reality with the publication of Winning wholesale, residential window market- at Business: A 35-Year Collection of Business Lessons.” Key Communications Inc. ing, and auto glass distribution, he served as publisher. joined Sika Corp. in 1995. The book focuses on four subjects of business: selling skills, management, per- Today, Tompkins provides leadership sonal development and customer service. It also includes a section that is focused and training for the company’s divisions on topics of importance to auto glass businesses. a round the world. He and his wife, Bar- “It was written not to be a novel, but it’s more of a resource book to help peo- bara, live in Spokane, Wash., and have ple win at business,” says Tompkins. two daughters, Lareesa and Stacy. I

44 AGRR January/February 2012 www.agrrmag.com Zoom Fit + – I< < > >I

NEED® TOOLS? Think AEGIS for Great Products, Service & Value !NEW! AEGIS® GlassHandlers®* Updated Design !NEW! M18 Urethane Guns !"#$%&® Windshield Repair Systems !"#$%&® Windshield Repair Adhesives !AEGIS® Windshield Setting Tools !"#$%&® Scratch Removal Systems !"''!()*+,!-,)./0!+1!2+34,!)./!().5)'! !!6578957!:++'0!;!-')/40

The choice of glass professionals worldwide! View product demonstrations at aegistools.com 1-888-247-6000 toll-free in U.S. & Canada email: [email protected] phone: 608-274-9254 fax: 608-274-9395 P.O. Box 259688 Madison, WI 53725-9688