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— Features — Volume 14 • Issue 3 May/June 2012 C o l u m n s 4 Field of Vision letter from the editor Hot Off the Presses 8 Customer Service tips for quality service The Third Annual 10 Independent’s Day an iga viewpoint New Products Guide features the latest and the best in the Departments m a r k e t . 6 Mailbox letters

7 Price Points competitive pricing and stats

Well-Tooled 12 AGRReports the latest news I n d u s t r y professionals 14 Insurance Talk policy briefs discuss pros and cons of various 16 Legislation legal updates windshield removal technologies. 40 Industry Insiders people in the news

42 Showcase directory of suppliers

Get Ready ... 43 On the Road calendar of events Auto Glass Week™ to feature seminars, 43 Advertising Index index of advertisers competitions, and networking. 44 Avocations life beyond the auto glass business

A Global Windshield and Glass Repair View ... 36 Repair Round-Up nwra report Belron CEO gives his take on 38 WGRReports repair news the worldwide auto glass market.

©2012 by Key Communications, Inc. All rights reserved. AGRR (USPS 020-897) is published 6 times per year by Key Communications Inc., 385 Garrisonville Road, Suite 116, Stafford, ... And the VA 22554; 540/720-5584; fax 540/720-5687. Advertising offices listed on page 4. Un- Domestic solicited manuscripts and other materials will not be returned unless accompanied by a self-addressed, stamped envelope. All contents are ©2012 by Key Communications Inc. View Neither publisher nor its representatives nor its subcontractors assume liability for errors Safelite president in text, charts, advertisements, etc. and suggest appropriate companies be contacted and CEO discusses before specification or use of products advertised or included in editorial materials. Views his company, and opinions expressed by authors are not necessarily those of the publisher. For per- legislation, and mission to reprint, contact editorial offices. Printed in the U.S. Postmaster: SEND AD- DRESS CHANGES TO AGRR, P.O. Box 569, Garrisonville, VA 22463. ©2012 by Key the state of the Communications, Inc. No reproduction permitted without expressed written permission i n d u s t r y. of the publisher. Periodicals postage paid at Stafford, VA, and additional post offices. Questions? Call 540/720-5584.

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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 Sahely Mukerji Extension 194 • [email protected] [email protected] Contributing Penny Stacey Editors Extension 148 • [email protected] Ellen Rogers Extension 118 • [email protected] Assistant Katie O’Mara Editor Extension 130 • [email protected] So What Drives Our Industry? Managing Dawn Campbell Editor Extension 150 • [email protected] by Sahely Mukerji Graphic Cari Cayton Artist Extension 132 • [email protected] Advertising Nickie Blount Lively N MY LAST COLUMN IN THE Coordinator Extension 131 • [email protected] March/April 2012 issue of AGRR™ Events Tina Czar Manager Extension 115 • [email protected] magazine, I said that safety has re- I Event Ally Curran mained the focus and the first priority Coordinator Extension 133 • [email protected] of the industry through the years. Marketing Holly Biller, vice president Pretty innocuous statement, right? Not Director Extension 123 • [email protected] Customer Janeen Mulligan in the auto glass repair and replace- Relations Mgr. Extension 112 • [email protected] ment industry. Web Bryan Hovey In response, I got an email the other “Safety may be Developer Extension 125 • [email protected] day that said, “‘Safety’ may be the Video Chris Bunn the focus of the Producer Extension 121 • [email protected] focus of the media and others who Administrative Erin Harris have nothing else to do, but our focus media and others Assistant Extension 0 • [email protected] is on ‘profit.’ Without profit, we exist for who have nothing Contributing Russ Corsi Jamie Browning a shorter time than safe drive-away.” Columnists Alan Epley Dale Malcolm else to do, Carl Tompkins Kerry Wanstrath The email went on to say that I but our focus Published by Key should spend a day in the email Communications Inc. writer’s shop and listen to the phone is on profit.” 385 Garrisonville Road, Suite 116 conversations that he has with his Stafford, VA 22554 540/720-5584; fax 540/720-5687 customers. “Most cash customers doesn’t get in the way of profit.” Advertising Offices: completely ignore ‘safety’ and ‘war- He concluded the email with this Midwest Lisa Naugle ranties’ and ‘glass brand’ and ‘safe statement: “To say that ‘safety’ is the Associate Publisher drive-away,’ too, for that matter,” the first priority is inaccurate.” [email protected] Phone 312/850-0899 email said. “Almost every day, some- You can probably imagine the look Fax 312/277-2912 one is last on our schedule and gets on my face when I finished reading the Northeast & Contact Publisher Directly his windshield glued in at 4:30 p.m. email. Was I really that off in my take Eastern Canada Debra Levy [email protected] and has to drive at 5 p.m. Do we refuse on the industry? What do you think? Phone 540/720-5584, Ext. 111 to do that job? Will the disclaimer I’ve often heard that one of the Fax: 540/720-5687 form that they sign remove all poten- problems with the industry is that Southeast Scott Rickles [email protected] tial liability? No. If someone wants to everyone tries to beat the other’s price Phone 770/664-4567 come to our shop and wait on a wind- and keeps lowering their fees. And that Fax 770/740-1399 shield job, we roll out the red carpet auto glass technicians should remem- West Coast & Josh Lentz Western Canada [email protected] and fire up the coffee pot. We inform ber that quality work should command Phone 206/283-6762 them of the manufacturer’s recom- a quality price. That’s the exact oppo- Fax 888/786-8777 mendations, but if they can’t wait, site of what the email said. Europe Patrick Connolly [email protected] who are we to stop them?” I’m curious to get your take on the 699 Kings Road He went on to say “when the auditors matter. Please drop me a line at smuk- Westcliff on Sea Essex SS0 8PH ENGLAND aren’t looking, what percentage of wind- [email protected] or call 540/720-5584, Phone (44) 1-702-477341 shield replacements are 100 percent in ext. 194, and let me know your view. I Fax (44) 1-702-477559 compliance with the AGRSS® Standard? China & Asia Sean Xiao [email protected] How many techs get paid by the amount Sahely Mukerji is the editor of AGRR mag- Rm.403, Block 17, Wuyimingzhu, of jobs they do in a day? How many Q azine. Email her at [email protected], No.6 Jinshan Road Fuzhou, Fujian, 350001, China. rollover/ejection/auto glass lawsuits follow her on Twitter @agrrmagazine, and like Phone (86) 591 83863000 have there been? Two in the last 50 AGRR magazine on Facebook to receive the lat- All Others Contact Publisher Directly years? We’re all for safety as long as it est updates.

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M a i l b o x letters

Untrained Techs Ruining at car washes and they are misrepre- Cheap Repair Kits Business for the Rest senting themselves as qualified repair Cause for Bad Repairs Dear AGRR™, specialists (see related story in Janu- Dear AGRR™, I feel the windshield repair industry ary/February AGRR, page 36-37). If In reference to your request about is getting a bad rap. There are too properly trained, a windshield repair quality issues, I’m from northern New many untrained “techs” doing repairs specialist can effectively repair chips Jersey and I do a lot of dealer work and cracks that are safe and, in some and typically spot four or five bad re- cases, rarely detected pairs a month. In my region I would- after repaired.Ifeelitisa n’t have cause for alarm. The other

“ M y i n s t i n c t s s a y b a d r e p a i r s h a v e a l w a y s e x i s t e d ; i t i s j u s t t h a t s o m e safe and inexpensive al- part to the puzzle is this question: f e e l t h e s e a r e a c c e p t a b l e. ” — K e r r y Wa n s t r a t h , N W R A

ternative to replacement was it a bad repair by a professional

f ocus on on ocus Inside One Group’s Efforts to Make a Change where applicable. We re- or was it a repair done by the con- developed ROLAGS™ Standard, then

by Penny Stacey REPAIR the equipment could play a part. There

competence has existed,ng practiced but I can some tell are several key parts of ROLAGS that R I A P E R t the recent Auto Glass Week™ you it was still bei play a part in performing quality re- six months after our study started. My pair and replace wind- sumer using a cheap repair kit? I get event in Memphis, Tenn., Na- pairs. If technicians are unable to uti- tional Windshield Repair Associ- instincts say bad repairs have always lize these necessary techniques, quality A existed; it is just that some feel these ation (NWRA) president Kerry could suffer. Additionally, untrained are acceptable. technicians can be challenged to pro-

ocus on Wanstrath presented some information AGRR: Can you tell me a little bit

f d do you the association has found in recent duce the best repairs. shields, and walk the calls from people that have used such about the study conducted? AGRR: How widesprea months in the area of repair quality. The KW: The study was brought about NWRA has conducted a good deal of re- think the alleged problem is? by a level of repair quality that was so KW: We don’t think it is confined to search about this issue and Wanstrath bad the technicians thought no repair the states we surveyed. took the time to share™ magazineadditional about infor- AGRR had been done. The data is still being AGRR: What do you think is needed mation with doing to focus on customer through the deci- “kits” and then called me to clean up collected and we see no reason not to what the association is to do so. to fix this? continue KW: Verification of repair quality, ed- this alleged problem. AGRR: I understand you’ve located AGRR: The NWRA has been very fo- ucation, testing and certification is quite a few windshields that were re- cused on quality of late—what needed by an organization that has re- repaired—how did you go about this? pair quality and the consumers’ best in- sion process whether to re- the mess because they were dissatis- brought this to itsKerry attention? Wanstrath (KW): KW:Technicians who work in smaller terest in mind. A very experienced tech- cities or towns did not want to give cus- AGRR: What are NWRA’s further nician noticed that customers a bad impression of windshield plans in this area? tomers were telling him repair, so initially they re-repaired the KW: Just that, verification of repair often that the breaks he previously poor repairs for free. It takes aquality, education, testing and certifica- pair or not. fied with the outcome. was repairing had already very experienced technician to do a re- tion. We hope to have our program in been repaired. The tech- repair, but the simple fact that it can be the customer’s satisfaction says place on the NWRA website [in the com- nician couldn’t believe done to Kerry ing months]. what he was seeing, but there was no excuse for the poor quality Wanstrath AGRR: What would you recommend upon close inspection hein repair. Many of these repairs were Scott Dandos Bob Wasser technicians do on a local basis to help straightforward, simple repairs. It ap- noticed that in fact some repair res with this effort? pears to speak more about the attitude KW: Start documenting the poor re- was in fact visible. The repair quality was of the company doing the initial repair, pairs in your area; getNWRA the consumer’sofficials say all of the above photos depict breaks that have been repaired previously and so poor he began to document his find- don’t you think? o you think the problem name, license platereturned number toand the the customer. ings. He recruited other technicians in AGRR: D Prescott Glass Slingshot Windshield other states to do the same and the name of the company that did the relies with technicians or equipment? pair if possible. If they’d like they can NWRA began to create a database of this KW: That is a very complex question I forward the info to the NWRA. and we information. and very sensitive, but I’ll say this, if the AGRR: How long do you think re- t allow for a techni- can add it to our database equipment doesn’ What Do You Think? pair quality’s been an issue? www.agrrmag.comDo you think the windshield repair industry has a quality issue on its hands? Please email & Mirror Inc. Repair LLC cian to perform a repair to the industry- KW: Well, there is no way of know- your thoughts to [email protected]. ing for sure how long this level of in- January/February 2012 www.agrrmag.com 36 AGRR Prescott, Ariz. Hackensack, N.J. I January/February 2012 AGRR 37

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

2011 Jeep Wrangler

NAGS Part No. DW01668 • 2.5 Labor Hours (calculated at $40 per hour) OR ITS RECURRING PRICE NAGS Part Price: $282.45 NAGS Total: $382.45 Points department, AGRR™ Denver, Colo. Fsurveyed five major cities in the Total Price Glass Price Labor Glass % % off United States for the windshield re- off NAGS NAGS Total placement on a 2011 JeepWrangler. As Shop #1 $218.95 $158.95 $60.00 -43.7 -42.8 usual, the companies were told that in- Shop #2 $174.87 N/A N/A N/A -54.3 surance will not be involved and the Shop #3 $160.30 $95.30 $50.00 -66.3 -58.1 customer wishes to pay for the wind- Shop #4 $239.00 $141.39 $75.00 -49.9 -37.5 Average $198.28 $131.88 $61.66 -53.3 -48.2 shield out of pocket. Median $196.91 $141.39 $60.00 -49.9 -48.5 Detroit, Mich. Total Price Glass Price Labor Glass % % off off NAGS NAGS Total Shop #1 $171.00 N/A $N/A N/A -55.3 Shop #2 $160.00 $60.00 $90.00 -78.76 -58.2 Shop #3 $125.00 N/A $N/A N/A -67.3 Shop #4 $180.00 $42.45 $135.00 -85.0 -52.9 Average $159.00 $51.22 $112.50 -81.9 -58.4 Median $165.50 $51.22 $112.50 -81.9 -56.7 Richmond, Va. Total Price Glass Price Labor Glass % % off off NAGS NAGS Total Shop #1 $219.00 $94.00 $125.00 -66.7 -42.7 Shop #2 $236.85 $158.95 $60.00 -43.7 -38.1 Shop #3 $235.00 $135.00 $80.00 -52.2 -38.6 Shop #4 $215.05 $171.00 $25.00 -39.5 -43.8 Average $226.47 $139.73 $72.50 -50.5 -40.8 Median $227.00 $146.97 $70.00 -48.0 -40.6 Seattle, Wash. Total Price Glass Price Labor Glass % % off off NAGS NAGS Total Shop #1 $295.65 $182.80 $50.00 -35.3 -22.7 Shop #2 $250.76 $169.00 $40.00 -40.2 -34.4 Shop #3 $215.31 N/A N/A N/A -43.7 AGRR also asked shops to break out Shop #4 $250.76 N/A N/A N/A -34.4 parts and labor. When available, this is Average $253.12 $175.90 $45.00 -37.7 -38.8 noted at right. Cases where the shops Median $250.76 $175.90 $45.00 -37.7 -34.4 did not provide the breakdown—or Topeka, Kan. provided only a portion of it—are Total Price Glass Price Labor Glass % % off noted accordingly. I off NAGS NAGS Total Shop #1 $225.00 $126.52 $60.00 -55.2 -41.2 Shop #2 $286.00 N/A N/A N/A -25.2 Shop #3 $256.64 $174.95 $60.00 -38.1 -32.9 Calling All Readers Shop #4 $151.00 $95.67 $55.33 -66.1 -60.5 Is there a car you’d Average $229.66 $132.38 $58.44 -53.1 -39.9 Median $240.82 $126.52 $60.00 -55.2 -37.0 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 $213.30 $128.99 -54.3 -44.2 National Median $218.97 $138.19 -51.1 -42.7 www.agrrmag.com May/June 2012 AGRR 7 Zoom Fit + – I< < > >I

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

[email protected]

Clearing Up That Cloudy Day by Carl Tompkins

HEREAREFEWPEOPLEI “There is no more powerful know who enjoy getting soaked word provided to mankind Tin a rain storm, or having to be out in blizzard-like conditions. If we than the word ‘choice.’” have to be outdoors, most of us would opt for calm, sunny conditions. Well, worrying about the few things you don’t. This is “good works” and is what we have the same goes for business. Most Choosing to have a great, happy, sunny been designed to do as people, regard- everyone hopes to reside in a warm day diminishes any threat from any out- less of industry or business type. It is this and sunny business environment side stormy influence. People will flock theme of service that builds dynasties in rather than encountering those raging to your side of the street, knowing very business! In summary, take outside ac- storms that seem to come all too often. well how much better their day will be tion every day to meet people, share your This article is devoted to providing a by associating with that type of attitude. interest in serving them, pay them your series of specific steps that can be Good health and wealth are most influ- thanks and provide them the support taken to clear up those cloudy, threat- enced by a great attitude! they need to have a sunny day! The ening days in the world of business. 3. Dress for the weather! You might byproduct is lots of profitable business. 1. First and foremost, choose your find this rather surprising, but the 5. Be a great weatherman! Phil weather! There is no more powerful more effort you put into preparing for Crosby, the great businessman and de- word provided to mankind than the the day, in terms of dress and groom- veloper of the total quality management word “choice.” The choices we make ing, the better your start, middle and business process, once said, “People provide the greatest impact on how well finish for the day will be. You can easily want to be winners, they just don’t have or how poorly we experience life. There prove this to yourself by simply con- enough role models to follow.” Being a is not one professional counselor who sidering how well the day goes when great weatherman is being a great role doesn’t teach taking responsibility for you don’t roll out of bed until 10, don’t model for everyone to follow. Know how one’s own circumstances. After all, life’s brush your teeth, don’t shower or to have a positive effect on the weather consequences are a result of the choices comb your hair, and remain in your of business and how to create a success- we make. Sadly so, we are all too often sweats all day. Look sharp and you’ll ful environment. Teach others how to surrounded by people who blame not only feel better prepared for the achieve the same thing. Choose to lead everyone but themselves for the trou- day, you’ll be using a form of non-ver- rather than follow. Have the courage to bles they have. There is no possible rem- bal communication to attract people step out and try new things, create new edy and no hope for improving weather to you and your business. products, add new services and broad- when the “blame game” is all that is 4.Get out and enjoy the weather! Get cast the news well. The most popular played. Choose to take responsibility out from behind that stinking computer weatherman is the one who knows his and choose to be aggressively good in and do something! Quit staring at the stuff and is reliable in this forecast. the actions you take. Choose to win. phone hoping something good will hap- Business conditions are as varied as Choose to have the sun shine bright! pen! Quit looking out the window com- the many types of weather we face. To 2. Choose good weather! Here we plaining about how bad things look! Go ensure the very best forecast and out- identify the need for a positive outlook do something good for someone and come possible utilize these five tips and attitude. This revolves around the watch what good things happen in re- and enjoy your tan! I old adage of “the glass being half full or turn! Corporate laziness is sitting around half empty.” The Biblical truth of ex- waiting for a customer. Get out make Carl Tompkins is the global marketing pressing one’s thanks in all circum- new customers by meeting people, help- Q resources manager for SIKA Corp. in stances is an effective life lesson. ing people, making friends, learning Madison Heights, Mich., and the author of Concentrate on and be thankful for the what help you can provide and then “Winning at Business.” He is based in many things you do have rather than doing so, expecting nothing in return. Spokane, Wash.

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Independent’s D a y an iga viewpoint

[email protected]

Thing One and Thing Two by Alan Epley

T’SAFITTINGTITLEBUTSO “As I write this article, relevant to our industry today. I independent glass retailers in Iam talking about that famous Dr. Seuss children’s book, The Cat in the four states are waging an all-out Hat.There is no doubt that the North offensive, through legislative American automotive glass repair efforts, to get this ‘cat’ under and replacement industry is under siege by the chaos created by third- control. While progress is party administrators (TPAs). Just as being made in these states, the cat in The Cat in the Hat, these TPAs in our story has summoned some have taken advantage of the inatten- tion of the independents who still help to ‘steer’ public perception happen to be the service leaders in in favor of its own exotic and the automotive glass repair and re- exuberant form of chaos.” placement industry. As I write this article, independent they’re dealing with insurance claims. Safelite’s efforts if the legislation is glass retailers in four states are waging The unique aspect of Safelite that Mr. harmful to “competitors?” The answer an all-out offensive, through legislative Feeney seems to forget is that in ad- is obvious, but just in case it is too ob- efforts, to get this “cat” under control. dition to acting as a TPA, it also oper- vious, the answer is: it isn’t harmful to While progress is being made in these ates automotive glass repair and anyone except TPAs that also operate states, the cat in our story has sum- replacement locations, something automotive repair and replacement moned some help to “steer” public other TPAs do not do. On this basis, centers. Those who act as gatekeepers perception in favor of its own exotic its ability to compete relies heavily on for automotive glass-related insur- and exuberant form of chaos. the ability to convert the insured who ance claims are in an undeniable fi- For example, Tom Feeney, president contacts its claims services side. nancial conflict-of-interest position and CEO of Safelite, recently gave an of influencing consumers toward interview for the March 2012 AGRR™ Steering of Reported their own installation and repair busi- magazine/glassBYTEs.com™ news- Claims Quite Frequent nesses. This fact is what is harming cast about the recent anti-steering Over the years, the Independent consumer choice and competition, bills in Michigan and North Carolina. Glass Association (IGA) has received not our legislative efforts. In this interview, Mr. Feeney said, complaints from independent glass re- Mr. Feeney and his associates “The legislation should be to regulate tailers who have recorded calls in make claims that they are trying to competition, not competitors.” This which a customer service representa- preserve quality of service and that statement is another example of the tive clearly has ignored the fact the these legislative efforts will diminish fear, uncertainty and doubt being glass shop was on the line and at- this aspect. “It’s the legislature pick- spread to mask a real agenda. The tempted to schedule the customers ing winners and losers regardless of reason the legislation was introduced through his company’s own services. quality of service,” said Barbara in the first place was to put all on an If there wasn’t such a big need for Meaney, a lobbyist for Safelite, in a equal level and give no single busi- Safelite to convert these claims to its recent article in The Arizona Repub- ness an unfair competitive advantage. own service centers, then why is the lic. The issues at hand don’t stem All automotive glass retailers share company spending so much time and from a lack of quality of service. The the freedom to compete in their re- financial resources to see that these reality is that the independent seg- spective markets on a cash basis, but fair legislative issues are killed? And ment of the industry continues to the tables turn against them when why haven’t the other TPAs backed support and dedicate itself to the safe

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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

repair and replacement of automotive glass through organizations such as the Auto Glass Safety Council™ (formerly the AGRSS® Council Inc.) and the ANSI/AGRSS 002-2002 Auto- motive Glass Replacement Safety Oregon Indiana Florida Arizona Standard. In The Cat in the Hat, the cat puts everything back in order as penance for the chaos he has created and de- (800) 714-7171 parts just seconds before the chil- (541) 684-7868 www.CoachGlass.com dren’s mother returns home. At this point, independent auto glass retailers can only wish that their story could have the same immediate end- ing, but, unfortunately, it has only just begun. Citing the same interview ear- lier, Mr. Feeney went on to conclude, “The current environment we’re finding ourselves in has everyone worked up in thinking it is one thing when in fact it’s entirely another thing.” Alas, Thing One and Thing Two. It is this same vague commentary that has al- lowed Safelite to cloud the ongoing legislative processes through its lob- bying efforts. Thanks to the hard work of many independents across the U.S. and Canada, the fight continues. I feel very optimistic that the marketplace will prevail in favor of the independent automotive glass retailer, but only if we can get the continued support needed to keep up the pace. I urge every retailer to consider joining the IGA and report steering on its website. With your help, we can get Thing One and Thing Two back in their box. I

Alan Epley is president of the Inde- Q pendent Glass Association (IGA). He also serves as president of Southern Glass & Plastics in Columbia, S.C.

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AGR R e p o r t s breaking news

COMPANY NEWS Utah Law Reduces Frequency of Required State Safety Inspections

HEGOVERNOROFUTAH require annual inspections only for ve- years, whereas previously vehicles recently signed a bill into law hicles ten years or older. The law is ex- would have been required to undergo Tthat will greatly reduce the fre- pected to affect the number of auto two inspections in their first eight quency of the state's required vehicle glass repairs and replacements done in years, and then annually after that. safety inspections. H.B. 298 was the state. The bill was intro- signed into law on March 23 by Gov. Additionally, for vehicles that are duced to the state's Gary Herbert. less than ten years old on January 1 of house in February by While the state’s law previously re- each year, the vehicles now will be re- Rep. John Dougall. The quired vehicles that are eight years or quired to undergo inspections only in portion of the bill that older to be inspected annually, the ap- their fourth and eighth years. Previ- changes the required proved amendment changes the law to ously, Utah law required that vehicles frequency of state in- John less than eight spections takes effect on Dougall years old undergo January 1, 2013. inspections in odd- Utah vehicle safety inspections in- numbered years for clude an inspection of the vehicle's vehicles with an windshield, sidelites and backlites, ac- odd-numbered cording to information from the state. model year, and in even-numbered Mygrant Glass Testing years for vehicles RFID for Glass Deliveries with an even-num- Radio frequency identification ber model year. (RFID) technology is being tested at Under the new auto glass wholesaler Mygrant Glass. law, a 10-year-old The company is currently using the vehicle in Utah will scanning technology to track glass only be required to from creation to installation. Utah law now requires annual inspections for vehicles undergo two inspec- “Every piece of inventory has an ten years or older only. tions in its first ten RFID tag on it,” says Daniel Parkinson, IT director for Mygrant Glass. “As it INTERNATIONALNEWS leaves the building the glass gets scanned. Then as it gets delivered it Trosifol Expands Production in Germany gets scanned and updates an iPad that PVB film manufacturer Trosifol is planning to increase production capacity at its confirms that it was delivered to a cer- Troisdorf, Germany, facility. The company is planning to add an additional produc- tain customer at a certain time.” tion line to answer the rising need for PVB film for laminated safety glass in the The technology allows Mygrant to automotive industry. The total investment for the new line will be close to $26 track the glass and saves money and million (EUR 20 million) and the line is expected to be up and running by the end time for the company. Mygrant would of 2013. be able to scan glass and see when it was “The new production line in Troisdorf will be specifically geared to the automo- purchased, how much the customer tive industry’s stringent quality requirements,” says Ralf Eschrich, who heads the paid for it and when it was delivered. Trosifol division at Kuraray Europe GmbH. “At the same time, we will be stepping “If we have problems with the glass up the number of staff working in research and development and technical serv- we can determine where it came ice. The aim is to raise our presence in this key growth market and position our- from. If a customer returns it later selves as a strong and competent partner for customers in the automotive industry.” [the RFID] can tell us how much they

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paid for it and when,” says Parkinson. Webasto Recall Continues as Dealers “It also cuts down on huge paper File Paperwork Regarding Affected Vehicles costs and time handling the paper, A number of dealers have been affected by a recent Webasto Product North storage and retrieval.” America Inc. recall. Dealers who installed the sunroofs have submitted docu- The program testing was expected ments to the National Highway Traffic Safety Administration (NHTSA) regard- to conclude in mid-April at press time ing the number of vehicles each has worked on that are affected by the recall. and Mygrant officials expect to roll According to initial reports by the NHTSA, the recall could have affected out the technology regionally with 292,867 sunroofs sold as aftermarket equipment for a variety of passenger vehi- plans to have the technology nation- cles, citing a possible adhesive bonding issue between the glass and metal frame. wide by the end of 2012. The impacted sunroofs include certain Hollandia 700 and 600 Series and the Hol- landia TVS 900 series. Safelite Suspends Some of the affected aftermarket sunroofs were installed on new motor vehi- Expansion Plans in Arizona cles prior to delivery to the first owner by the installer, and just this month, nine Safelite has suspended plans to ex- dealers have reported the total number of vehicles affected at their companies. pand its Chandler, Ariz., call center fa- Among these dealers, 7,872 vehicles were reported as potentially affected. Each cility. Company officials attribute the dealer was required to send the NHTSA a detailed list of the vehicles, including decision to suspend the plans to a the make, model, model year and approximate number of units installed by each “proposed amendment to an Arizona dealer, according to information from NHTSA. bill” (see related story on page 16). According to information from Webasto, the adhesive bond between the glass “Safelite Solutions’ expansion in and the metal frame “can debond, increasing the risk that the sunroof glass would Chandler remains on hold because of separate from the vehicle.” Likewise, company officials say that this can occur the unfriendly business climate we gradually and that metal corrosion may appear around the sunroof frame, along find ourselves in,” says Brian O’Mara, with wind noise, vibration, visual bond separation and/or water leakage. vice president of national contact center operations for Safelite. “We are The expansion was expected to cre- ship with our legislators, our affiliate still taking a ‘wait and see’ approach, ate 300 new jobs immediately at the glass shops and all others that are in- but the expansion will eventually Chandler call center. The facility origi- terested in a fair and open market in have to be made somewhere. We nally opened in June of 2010, and, ac- the auto glass industry.” would like it to be in Arizona, but un- cording to the company, initially In response to Safelite’s news, Kerry fortunately, that cannot happen if we employed around 195. Safelite officials Soat, CEO of Fas-Break Inc., in Chandler, are going to be forced to refer claims had projected at that time that eventu- Ariz., says, “If the Arizona bill were to to F-rated shops.” ally the facility would grow to around pass, Safelite could still handle claims The amendment to the Arizona 1,000 employees. for insurance companies. [The com- bill, S.B. 1331, states that if the in- “It’s bad for policyholders—plain pany] could still use [its] 800 numbers. sured “does not prefer a specific and simple. There are 49 other states [It] could still process the calls and could provider, the third-party administra- plus [Washington,] D.C., where opera- still do what third-party administrators tor shall provide the insured with the tions could be shifted, if this bill do. So threatening to close the Arizona names of three randomly selected passes,” says O’Mara. “Our doors recall center or even give the impression providers on the provider list on a ro- main open to all policymakers to come their business would close in Arizona tating basis with no preference given see our facility and learn more about merely shows how much [the company] to any provider. The third-party ad- how we do business and how this bill want[s] to keep the ‘status quo’ in Ari- ministrator is required to offer all would hurt Arizona consumers. We zona. What’s wrong with good service, providers on the list before any look forward to moving past this and good products and good installations as provider may be offered again.” developing a good working relation- a way to compete in Arizona?” I

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

policy briefs

RESEARCH NEWS NICB Report Shows 63 Percent Drop in ‘Questionable’ Auto Glass Claims in 2011

UESTIONABLE” AUTO ral reasons in the entire report. At the time of the last NICB report, glass claims dropped 63 “We are encouraged by the trend in “questionable” auto glass claims had “Q percent in 2011, when auto glass questionable claims,” says fallen 68 percent for the first three quar- compared with 2010, according to a re- Joe Wehrle, NICB president and chief ters of the year. This reduction in auto cent report from the National Insur- executive officer. “Our efforts to publi- glass claims comes after a rise in claims ance Crime Bureau (NICB). NICB, an cize this problem and to make insur- from 397 to 2,182 in the 2010 NICB report. insurer funded group, defines “ques- ers, law enforcement and the tionable claims” as “claims that NICB American public more aware of the po- COMPANYNEWS member insurance companies refer to tential fraud in the auto glass repair NICB for closer review and investiga- arena is hopefully having an impact. As Arizonan Convicted of Fraud tion based upon one or more indica- we see trends showing an increase in for Using Old Work Orders tors of possible fraud.” questionable claims in a particular Michael Swedo of Payson, Ariz., re- According to NICB’s report, these segment of insurance coverage, we can cently was convicted of utilizing old “questionable” auto glass claims focus our efforts on investigating some work orders from 15 Arizona auto glass dropped from 2,182 claims in 2010 to of those claims and putting a stop to shops to report fraudulent claims to in- 817 claims in 2011. Auto glass claims the criminals that are taking advantage surers and receive payment for these, experienced the biggest drop in refer- of insurers and the public.” according to information from the Ari- zona Department of Insurance (ADI). L E G A L N E W S Swedo was sentenced to five years in Gunder and State Farm Settle prison, a $5,000 fine and $83,356 in resti- Raymond Gunder, owner of Gunder’s Auto Center in Lakeland, Fla., has settled tution to 16 different insurance compa- with State Farm over a recent “short payment.” The case began when Gunder’s cus- nies. According to the ADI, the work tomer, Donnie Tarrell, brought his 2008 Mercury Mariner Premier into the shop for re- orders obtained by Swedo contained pair after a collision. According to Gunder’s original complaint, “a State Farm customer names, addresses, phone representative ‘inspected’ the damaged Mercury in order to prepare an estimate for numbers and insurance policy informa- repair of the damaged Mercury. The State Farm representative underestimated the tion, which he utilized to file fraudulent amount necessary, reasonable and ‘competitive in the market area’ to bring the dam- claims with multiple insurance compa- aged Mercury back to pre-loss condition ... in fact, State Farm failed and refused to nies, posing as both the insured and as pay for and/or reimburse Mr. Tarrell/Gunder for the repair charges associated with nu- an employee of a company called merous repair procedures that were necessary and reasonable for purposes of bring- Cipolla Auto Glass. ing the damaged Mercury back to pre-loss condition.” Swedo was convicted both of sub- Gunder sued for $79, which was the remaining cost of the repair, attorney fees mitting fraudulent claims to insurance and interest. The case has now been settled and both parties have agreed to dis- companies and stealing the identity of miss the case with prejudice of this action, meaning it cannot be filed again. Gun- an individual to set up a false business der has received a $79 check from State Farm to fulfill the cost of repair in this case. to conduct his scam. “It has been interesting to see how State Farm has gone from flat-out denials The ADI has not disclosed how requiring a hearing in front of a judge to conceding upon receiving a lawsuit and Swedo obtained the work orders. In ad- a Civil Remedy Notice,” says Gunder. “Hopefully they will dispense with the initial dition, though a release from ADI says denials and provide their claimants with the necessary labor and procedures to Swedo allegedly acted “with the help of properly repair people’s vehicles. They could save much more money by providing other suspects,” no other suspects reasonable compensation than paying legal fees and costs. Maybe this responsi- have been named. ble behavior would in turn lower insurance costs for their customers.” The reports are alleged to have oc- Gunder and Barrett Smith of Auto Damage Experts are now offering a free legal curred between November 2010 and seminar in Florida to help other repairers who may be in similar situations. April 2011. I

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L e g i s l a t i o n legal updates

L E G A L N E W S Decisions Made on Auto Glass Industry Legislation

UTO GLASS INDUSTRY a ‘provider list.’ Amended 4042 would the committee until all committee legislation continues to make require every fly-by-night glass shop be members can come to agreement on A news as the state legislatures included in a ‘provider list’ and then of- the changes. If and when all committee make decisions regarding three bills. fered to South Carolina consumers on members are in agreement the bill will In South Carolina, H.B. 4042, a bill a rotating basis. Dismantling direct remove forward for a vote in the Senate. designed to prohibit steering, passed pair programs or ‘preferred provider’ In Arizona, S.B. out of the committee in the middle of networks that offer high quality and 1331, a bill that also February with an added amendment. low prices, hurts consumers. DNS seeks to prohibit steer- The amendment prohibits TPAs from Auto Glass and other shops that ap- ing, was withdrawn in “requiring that repairs be made to the proach people at car washes, gas sta- mid-February. insured’s vehicle in a particular place tions and even in their neighborhoods According to a or shop or by a particular concern.” typically do not participate in tradi- representative from In addition, the amendment further tional networks. Enacting a law that the office of Sen. provides that TPAs must, on their net- requires insurers to offer their com- Sen. John John McComish, the work lists, “include providers regardless pany as an alternative clearly benefits McComish bill’s lead sponsor, of its opinion of the quality or work- them at the expense of South Carolin- is the lead “the bill was with- manship of the provider concerned if ian consumers.” sponsor of drawn” after sup- that provider performing glass repair According to a representative from the Arizona porters and those services will meet all requirements of the Senate Banking and Insurance S.B. 1331 bill. opposing the bill the policy of automobile insurance is- Committee the bill “passed in an agreed to meet and sued by the automobile insurer amended form” and will be held by discuss their concerns. which the third-party ad- In Michigan, S.B. 306, a bill that ministrator represents.” could place several requirements on Safelite, a third-party third-party administrators, in- administrator with retail cluding the services, would be af- addition of a fected by the bill. “We are code of conduct extremely pleased the orig- by which those that According to a also provide auto Senate Banking glass services would have to abide in and Insurance order to maintain Committee both services, passed Sen. Joe Hune representative, unanimously out of introduced the the state’s Senate at Michigan S.B. the SC H.B. the end of January. 306 bill. inal version of H.B. 4042 did not pass 4042 ‘passed in an According to a out of committee,” says Brian Di- amended form’ and representative from Sen. Joe Hune’s of- Masi, Safelite’s senior corporate fice, the bill is now waiting to be re- counsel. “However, an amendment, will be held by the ferred to a committee and there is no drafted in part by Scott Taylor of DNS committee until all set timeframe for how long that will Auto Glass, formerly Coast to Coast members can agree take or if it will be brought to a vote. Auto Glass, seeks to dismantle pre- Sen. Hune introduced the bill on ferred provider networks in favor of on the changes. March 24, 2011. I

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Hot Off the Presses AGRR Magazine™’s Third Annual New Products Guide

n the market for a new adhesive or moulding? Or are you looking to find a new tool to add to your shop? Browse our INew Products Guide and see the selection available. Windshields Adhesives NordGlass Offers Aftermarket Product CPI Markets Rearview Mirror Systems NordGlass of Highland, Mich., provides glass for more Clean Plus Inc. (CPI) of West Concord, Minn., introduces than 1,500 popular vehicles in Europe and North America. “Stick-It!,” a two-part rearview mirror adhesive system. The It processes orders for car glass in both mass production system features a simple brush-in-cap system, which puts and short series, for niche or prototype models. All the the primer right where needed. Additionally, each kit is company’s products are produced in Poland. The products packed in a handy clam shell designed to keep the kit clean meet the requirements of the original equipment manu- and organized. facturing (OEM), and are compatible with OEM standards, SS® www.cpidivisions.com both in terms of materials and structures and technological processes, according to the company. Apps Improved edge quality and the technology of forming GTS Brings Android Application sheets help NordGlass products to pass endurance test- GTS of Portland Ore., has re- ing under extreme thermal conditions and water tests to leased the LX – Mobile, an Android control the quality of bending and testing for scleromet- application for mobile technicians ric hardness, according to the company. of automotive replacement glass The glass can be heated either over the entire surface by retailers. It provides paperless dis- using a network of ultra-thin tungsten wire, or by specific lo- patching, schedule change notifications, Google maps ac- cation in the wiper rest position. Car glazing can be equipped cess, real-time progress monitoring, field data capture and with antennas in the form of copper wire, laminated be- credit card processing capabilities. tween glass layers, as well as silver-coated printing. The SS® www.gtsservices.com windshields come with properties of reflective solar radia- tion; brackets and optical components of rain and dusk sen- New Product Finder from Sika sors; and factory-fitted edging and seals made of plastics. Sika Corp. of Madison Heights, Mich., has made its prod- SS® www.nordglass.com uct finder available in the Android store. This tool allows users to access all Sika product catalogs worldwide from mobile de- vices running on Android. Further information, like product or material safety data sheets, can be accessed as well. SS® www.sikausa.com

Mouldings FlexLine’s All-Weather Product Comes to U.S. FlexLine of Yih-Tair Industrial Inc. in San Antonio, Texas, offers a universal rubber moulding that remains flexible in cold weather conditions, is easy to install and comes in con- venient packaging. The product, which comes in 75-foot rolls, currently is being introduced in the U.S. SS® www.flexlinemoldings.com

continued on page 20

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Tools New Glass-Setting Machine Now Available Induction Innovations Markets Glass Blaster The Auto Glass Installer of Houma, La., offers a new de- Elgin, Ill.-based Induction Innovations Inc. introduces the vice that allows one person to install a windshield or back- Inductor Glass Blaster, a windshield removal tool that removes lite. It can be set up onsite in less than two minutes and is glass with no collateral damage, according to a company re- operated by a wireless remote control, which lets the in- lease. Other uses include: SMC panels, metal bond adhe- staller walk around the vehicle to inspect the glass before sives and spray-on bedliners. It also features ergonomic final setting. The device can carry a glass weight of up to gripping, tapered edges so the magnetic fields can 75 pounds and comes with a rechargeable battery pack and get even closer to the pinchweld on wider glass a storage rack that takes up to 14 inches by 20 inches of mouldings and a high mounted strain re- floor space. lief to avoid interference with adja- SS® www.theautoglassinstaller.com cent panels.

BTB Releases Battery-Powered Removal Tool BTB Tools of Australia has released a battery-powered version of its air-powered WK10HD auto glass removal tool. The patented batter-powered E-Tool is a portable solution for mobile glass technicians and en- compasses the same operation, power, performance, precision and versatility as the patented WK10HD air-powered tool. To maintain the small size of the BTB air tool, the battery is at- tached via a remote cord to a battery bag, worn over the shoulder, on a belt or placed on the floor. SS® www.theinductor.com

Insta Etch Offers Marking System Based on its patented glass-etching process, the new Insta SS® www.btbtools.com Etch2000 marking system from Insta Etch LLC in Gilbert, Ariz., utilizes a smart phone application and a high-volume blue Crystal Glass tooth stencil printer to permanently etch glass with speed and Presents the Hornet ease. The simple app interface is used to custom design and Crystal Glass of Ed- monton, Alberta, offers the Hornet. Company officials say it has the same quality, power and dependability of Crystal’s Extractor, and can cut the glazing and back bedding of commercial and residential glazing. The Hornet kit includes one 28-volt lithium ion battery, a 100- to 240-volt battery charger, two delta blades, plastic tool box/carry case, video, safety glasses and plastic water bottle. SS® www.extractortools.com continued on page 20

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Hot Off the Presses continued from page 18

Tools continued Replacement Pads GGG Introduces Replacement Pads print thousands of glass etching stencils and even to scan Gold Glass Group of Bo- and verify VINs. Now technicians can offer dealerships and hemia, N.Y., is adding to its car owners these anti-theft marks to provide a value-added line of SensorTack service, “brand” shop installs with phone or logo info for re- Ready Pads. These peat business, and even bill insurance and networks for pre- ready-to-go silicone existing “VIN-etch” security marks, all the while mobile and replacement pads are in the field. An easy and profitable add-on, all Insta Etch sys- an alternative to the tems require virtually no setup or training and ship complete OE spare part, ac- with a wireless printer and marking supplies. cording to the com- SS® www.instaetch.com pany. SensorTack Ready Pads, made of silicone, Meritool Adds to Its Dispenser Lineup are designed to work well in Meritool LLC of Ellicottville, N.Y., introduces the Power- all temperature conditions, espe- Push 5000 Series dispenser and the PowerPush 7500 Series cially in the cold. Their surface is non-adhesive and can tool. The dispenser is designed, assembled and tested in the be applied easily. U.S. Available in 10-ounce SS® www.gggcorp.com cartridge, 300- and 600- millileter sausage sizes, Safety the design features a Kurgo Offers Pet Safety Product variable speed trigger, re- The Car Door Guard from Kurgo in Salisbury, Md., pro- versible drive rod, one-finger speed con- tects car door interiors from scratches, dirt, mud and trol, one-hour charger, environmentally friendly slobber from pets. The guard fits to large and small vehi- 14.4-volt NiMH battery pack, overmold comfort cle door panels and includes a large interior pocket for grip, and a high output drive designed for auto- storing Fido’s traveling necessities. motive urethanes. The clear barrel 300- and 600-ml Available in black and khaki, the Car Door Guard at- systems are lightweight, durable and OEM-ap- taches with tabs that slide between windows and door proved, according to the company. panels and allows pets to take in the window view with- The PowerPush 7500 Series tool is a light- out leaving paw prints behind. The guards also are ma- weight, cordless, electric handheld dispenser for chine-washable. 50-ml cartridges. This durable tool makes dis- SS® www.kurgo.com pensing two-component adhesives smooth and effortless. As a replacement option to the manual applicator, the Power- Sunroof Switch Push 7500 reduces the user’s risk of work related muscu- Webasto Markets New Switch loskeletal disorders, according to the company. Fenton, Mich.-based Webasto Product North Amer- ica’s (WPNA) aftermarket sunroof division brings to market a new switch to the Hollandia 700-II Sunroof series. The switch is available in three colors for the Comfort model; black, gray and beige with a chrome trim com- plementing the matching sliding sunshade. For the Hol- landia 700-II Entry model, Webasto offers an all-black switch with the same quality and factory finish. Along with the customized application appearance, the new switch illuminates in four selectable colors. The new Hollandia 700-II switch also features soft touch that allows for single-touch operation. The new switch is available on any size Hollandia 700- II sunroof, exclusively through Webasto’s network of au- thorized installers. SS® www.meritool.com SS® www.webastosunroofs.com

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Repair Systems Nelson Glass Releases Glass Bot Accessories Equalizer Brings Repair System Nelson Glass Tools of Garden Val- Equalizer of Round Rock, Texas, offers Rock Star Repair ley, Calif., has released its latest ad- Systems—standard and deluxe—designed to achieve a ditions to the Glass Bot accessories. strong and clear repair and quick performance. The exclu- The Soft Steel Cutting Element is an sive bridge and stainless steel injector assembly are durable alternative to the metal wire used and will last for years. The combination vacuum/pressure for auto glass removal. It is four times stronger than steel design allows for quick and easy alternation between vac- but feels like a soft cotton yarn, according to the company. uum and pressure cycles. The injector also features a one- The Soft Steel Cutting Element is woven with high-strength step resin filling port by just simply removing the plunger cordage that is strong, with minimal stretch, and is reusable. rod. This vertical filling port feature allows this system to be The material does not offer a rigid surface and consequently, used on motor homes, buses and 18-wheelers. reduces or eliminates the potential for paint, body, trim or While the Rock Star systems are easy to operate, com- moulding damage. pany officials say they still allow flexibility of operation for The company also has developed a smaller footprint Glass professionals who want to “tweak” the system. The spe- Bot for quarter lite removal. The new Glass Bot Lite uses an- cially formulated pit resin is designed to be fast-wicking chor/pulley cups to guide the Soft Steel Cutting Element, and produce optical clarity and strength. The system cre- and a cordless drill to operate the winding function. It tight- ates a powerful bond to the glass surface, but is easy to ens the Soft Steel Cutting Element to sever the adhesive and scrape off the excess and then polish with Equalizer’s ex- release the part without damage. clusive non-abrasive pit polish. SS® www.glassbot.net SS® www.equalizer.com UltraWiz Offers New Blade GlasWeld Introduces Essentials Series UltraWiz Tools introduces a blade with a thin GlasWeld of Bend, Ore., recently introduced its Essen- serrated edge that extends all the way to tials Series of products for windshield repair, headlight the tip and can be re-sharpened. A center restoration and glass scratch removal. rib at the bend of the serrated blade adds Three Essentials Series products were introduced: wind- extra strength. Instead of a sawing mo- shield repair, glass scratch removal and headlight restoration. tion the serrated points of these Each Essentials system contains all the equipment a blades pierce the urethane as it is technician needs to perform professional repairs at a pulled and allow lubrication to get into the cut, thereby price point that makes sense. All systems are supported making it easier to pull, according to the company. with a line of additional accessories enabling a techni- The blade comes in three sizes: the 6901-M with ¾-inch cian to increase the company’s training program, avail- cut length; 6902-M with 1-inch cut length; 6904-M with 1½- able in operational manuals, DVD, online training inches cut length. platform, and in person. SS® www.ultrawiztools.com SS® www.glasweld.com/essentials Wood’s Powr-Grip Presents Handi-Grips Ultra Bond Markets New Injector Handi-Grip hand-held vacuum cups from Wood’s Powr-Grip Ultra Bond of Grand Junction, Colo., offers the of Laurel, Mont., are ideal for lifting au- Ultra Bond Quick-Turn Injector for stone break re- tomotive windshields, sidelites and back- pair. Break types such as the combination break, ra- lites. These vacuum cups diating crack, partial bullseye, bullseye, most stars with Handi-Grip handles with a bullseye and the beeswing type breaks can be are ergonomically de- completely filled in 60 seconds or less, according to signed to provide easy the company. Stars without a good bullseye and handling and maximum combination breaks with extended legs can take load control, according extra time. It holds enough resin for about eight to ten repairs to the company. With a choice of vac- without re-loading. The injector can be used at carwashes uum pads suited for maximum grip on the repair can be made while the vehicle is being vacuumed. curved or flat glass, these industrial-strength vacuum cups It fits any holding structure with ½ inch by 20 threads. are now available in pairs with a new double carrying case. SS® www.ultrabond.com SS® www.powrgrip.com I

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Well-Tooled Industry Professionals Discuss Pros and Cons of Various Windshield Removal Technologies by Sahely Mukerji

hile suppliers might recom- removing,” he says. “You need to have use all three. What tool I use depends mend one windshield re- all three in your shop. Maybe use a cold on the kind of car I’m working on. The W moval technology over knife near the A-pillars, and at the bot- idea is to minimize collateral damage.” another, technicians seem to agree tom use power tools.” Duffy likes cold knives. “I try to use a that many kinds of tools—cold knife “There really isn’t a perfect tool, be- short blade to make cuts and use power blades, power tools and wire tools—are cause cars have become more technical,” tools at the bottom,” he says. “I have required for successful removal of says Gilbert Gutierrez, vice president of better control with the cold knife.” windshields with minimal damage. Equalizer in Round Rock, Texas. “Techni- A cold knife is the first thing that a “I wouldn’t direct anyone to any one cians are having to use a greater arsenal technician will pull out of his toolbox, particular tool,” says Jeff Olive, training of tools. All the tools come to play to- Gutierrez says. “It’s easy. You don’t have manager at Glasspro in Charleston, gether. No one tool can do one car.” to plug it into the wall or anything,” he S.C. “Each device has its use and an ex- Robert Nilsson, president of A.N. says. “Limitation of the cold knife is if perienced technician would realize the Designs Inc. in Torrington, Conn., the urethane is very thick and the need for each tool. Each tool has its ad- agrees. Technicians use a combination windshield is too close to the pinch- vantages, and you have to use each of of all the tools, powered or not, to re- weld, it could scratch the paint. Then them to become comfortable. ” move glass from vehicles, he says. rust becomes a factor.” All three methods are necessary, “Each one knows what is most com- Some manufacturers make edge says Robert Birkhauser, president of fortable for them,” he says. protectors, such as Teflon coating on Aegis Tools International Inc. in Madi- Neil Duffy, owner of Auto Glass the edge, Gutierrez says. Some offer son, Wis. “It depends on the actual re- Menders in San Jose, Calif., agrees. adjustable blades and pinchweld moval and the part that you’re “There’s a tool for every job,” he says. “I protectors.

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At left: A technician uses all tools in his toolbox to remove a windshield. Down to the Wire No one kind can get the job done. With windshields and vehicle aperture designs becoming more complex, the risk of technician injury or vehicle damage has increased significantly. These two points led one company to its windshield removal technology of choice and to roll this out nationally across the U.S. Safelite AutoGlass has adopted a proprietary wire windshield removal tool. The company’s technical arm, Belron Technical, measured the actual physio- Both power tools and cold knives logical strains generated by the existing work methods, says Chris Davies, the have been used in the U.S. for many head of technical research and innovation for Belron Technical in the U.K. “They years, Olive says. “Cold knives and measured muscular activity and the actual forces exerted on the tools in order piano wire were the only tools avail- Force Exerted Using Cold Blades Versus Wire Tools able before 1985,” he says. “The manual piano wire—a handheld wire without the tool—was commonly used in the 1960s-1970s. It has existed for a long time, but wasn’t used much.”

Advantages and Disadvantages Only 3 percent of the population has the upper body strength to lift a windshield, says Rick Nelson, product man- Source: Belron Technical ager for Nelson Glass Tools in Garden Valley, Calif. “A National Institute for Oc- cupational Safety and Health (NIOSH) to cut out the windshield,” he says. “With all of the report also calculated the strain ratio, existing, conventional tools, the forces and the and cold knives were rated at 5.1 and muscular activity measured were extremely high power tools were off the chart,” he says. showing that the risk of injury to the technician “The scale was 1 through 5, with 5 bor- during their working career could be significant.” dering on injuries to upper back, shoul- A wire tool was subjected to the same ergonomic der, elbow and other parts of the body.” cutting force measurements as above. The chart However, a lot of the tests that are above shows the reduction in cutting force exerted done on power tools are based on an 8- by a technician when using a wire tool as opposed to hour day, Gutierrez says. “You can get that needed when using conventional tools, Davies white knuckles if you use power tools says. “The tool delivers a consistent cut irrespective for 8 straight hours,” he says. “No tech- of the vehicle model and bond quality,” he says. This nician does that. Techs probably use means that using the tool reduces Photos: courtesy Belron Technical the tools for 3 to 5 minutes per job. And the risk of technician injury and if he’s using it in conjunction with the incidence of vehicle damage other tools, he’s probably using it even during the cut-out process. less. You’d have to have hundreds of Belron eventually chose a tool cars standing in line and a technician that uses less force than the ag- cutting their windshields one after the gregate per wire tools and handles, other to go eight hours.” according to company officials. In a body shop, where a technician’s using a sanding board or jitterbugs or A technician is wired up grinders, they use power tools on a longer with electrodes to measure basis. “And that’s where all these re- muscle activity, cutting out searches have been done, not in the auto a windshield, while data is glass industry,” Gutierrez says. “A chain collected. saw will do the same thing if you use it for hours, it will. So will a snowmobile.” windshield,” he says.“With new designs physical method, so keeping your tools Like power tools, strain is a factor including … interior and paint protec- sharp and using proper methods in- when using cold knives, but many tech- tion blades for special applications, cluding an approved cutting lubricant is nicians prefer those because of their they have become more than just a important to help reduce the strength price and speed, Nilsson says. “Most blade to cut the urethane around the needed. The blade shank thickness is an technicians say it’s the most cost-effec- windshield. Of course, a disadvantage tive and quickest method to remove a of cutting with a cable knife is it’s a continued on page 24

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Well-Tooled Avoiding Carpal Tunnel Syndrome continued from page 23 Auto glass repair and replacement professionals agree that the key to avoid getting Carpal Tunnel Syndrome is to know how to correctly use a tool and always observe proper lifting techniques. issue with certain vehicles due to the Other than the above, the following preventive measures are listed on the Uni- minimal roof-to-glass clearance. Some versity of Maryland Medical Center’s website. are narrower than the wire that is used.” • No task should require the wrist to deviate from side to side or to remain flexed Cold knives require more physical or highly extended for long periods. strength than wire tools, Duffy says, • The handles of hand tools should be designed so that the force of the worker’s and power tools can cause Carpal Tun- grip is distributed across the muscle between the base of the thumb and the nel Syndrome, “but it all depends on little finger, not just in the center of the palm. the technique,” he says. “I’m 6’2”, over • People who need to hold tools for long periods of time should grip them as 200 pounds, and I’m no winnie. I do a loosely as possible. lot of removals in body shops. I use a • In order to apply force appropriately, the ability to feel an object is extremely lot of wires, too, but it takes more time important. Tools with textured handles are helpful. to set it up. I’m a one-man outfit, and I • If possible, people should avoid working at low temperatures, which reduces do four to five windshields a day; I’m sensation in hands and fingers. not doing eight. So, I can afford to take • Power tools and machines should be designed to minimize vibrations. my time.You can take out a windshield • Wearing thick gloves, when possible, may lessen the shock transmitted to the in 10 minutes with a power tool.” hands and wrists. Power tools are a great boon to sav- “Some preventative measures conflict with job performance, such as avoiding ing time, Birkhauser says, but if used work in cold environments … but common sense can be invaluable when adapt- incorrectly, they can cause problems. ing work procedures,” says Robert R. Birkhauser, president of Aegis Tools Inter- “Power tools have vibration issues,” he national Inc. in Madison, Wis. continued on page 26

All tools present advantages and disadvantages, but depending on the windshield and the make of the car, all technologies have their usage. Zoom Fit + – I< < > >I

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Well-Tooled continued from page 24

Powering Its Way Up They don’t allow any paint damage According to a recent AGRR™ magazine survey on windshield removal technolo- in Europe, according to Nelson. gies, power tools came out to be the current top method of choice among installers. “They’re more strict than the Ameri- When asked which tool installers would choose if they could pick one tool, 61 cans,” he says. “They have a different percent of respondents said power tools; 20 percent said cold knife blades; 12 respect for the work area. The Ameri- percent said wire tools; and 7 percent said tools other than the three above. Of can market offers a range of products those who said “others,” to cover up and eliminate paint dam- some said “no one appli- age and get it out as fast as you can. It cation will work for all.” adds time and materials to the job it- 61% self. The wire reduce the paint damage, Power Tools 7% Other if not eliminate.” Wire seems to be a major player in 12% Wire Tools 20% the market due to the reasoning of the Cold Knife Blades pinchweld becoming more exposed, agrees Gutierrez, but it is not the whole answer, either. “It’s not easy to accom- says.“So, don’t operate the tools for long will be guaranteed to have skeletal or plish removal without damage with the periods of time. Use the tools properly, muscular issues,” Birkhauser says. basic tools,” he says. “There are areas don’t pull/push, and don’t use them in With wire and cold knife, “you’ll where you need help, and that’s where a hurry. Use vibration-dampening want to wear cut-resistant gloves and wire becomes a factor. Wires can be as gloves” (see related box on page 24). safety glasses at all times,” Olive adds. thin as a business card, but they won’t “We have 60 retail outlets and we And of course, “if you eliminate cut through guide pins or stops.” use the Extractor tool,” says Alfie sharp knives from the toolbox, there’s The other advantages of the wire Ogston, regional manager at Crystal less chance of someone getting injured tool are the reduced strength required Glass/Extractor of Calgary, Alberta. “No and paint damage on the vehicle,” Nel- to cut, Nilsson says. “The powered tool will remove everything but the Ex- son adds. wire tools are hands-off other than tractor removes 90 percent of them.” guiding the wire during cutout, and The other advantages of power tools Wire Tools the ratcheting tools require minimal are the reduced strength required to Wire tool technology has recently input to operate,” he says. “They can cut, Nilsson says. “Also they can easily gained popularity in the U.S. It had its remove glass without breaking it dur- remove glass without breaking it dur- beginning across the pond, in the mid- ing cutout. Wire also offers the thin- ing cutout," he says. "Disadvantages 1980s, when the Europeans developed ness cutting method from the that I can see are the price, and the the wire winding tool that pulls the outside. Small pinchweld-to-glass damage that can be caused when not wire static on one end with a steady clearance is usually not a problem. used properly. They are powerful and tool, while the wire’s anchored in one The disadvantages I see are price, and cut fast whether it’s urethane or some- place, Nelson says. “The old technique speed of total removal.” thing else in the way.” was putting a handle on each end of The wire tool is “like the sunrise The operator’s pre-disposition is the wire and saw back and forth to cut coming over the horizon,” Nelson also critical, Birkhauser says. “The size through the urethane bead,” he says. says. “Everybody knows that’s the way of the individual and how much “The wire tool eliminates the stress to go. The process will probably go strength they’re exerting are variables and strain on the removal system, and with manual wire and then switch to in sustaining injuries,” he says. “You re- is a lot less stressful on the technician.” power wire. We’ve been at it for four ally want to opt for a power tool when The wire removal technology has years, and we took it to Europe im- you can, but there are times when you been popular in Europe for many mediately and it caught up. We’re need to use the manual cutout knife or years, Olive says. “I see that it’s pro- waiting for the U.S. to catch up. It’s the wire. Some have more pulleys, gressing in the U.S. because we’re see- been real slow, because of the reces- some need more physical strength to ing more flush-mount windshields, sion mainly. The marketplace will use. All good technicians are very par- which means the pinchweld is exposed embrace it.” I ticular about their tools.” around the windshield, so the painted As with power tools, precautions can area around the windshield is ex- Sahely Mukerji is the editor of AGRR™ be taken when using cold knife blades, posed,” he says. “That makes the wire Q magazine. She can be reached at as well. “If you’re using a cold knife tools more popular. With power tools [email protected]. Follow her on Twitter every day and pushing the glass out, you’ll put a scratch here and there, but @agrrmagazine and like AGRR magazine on bent like a pretzel, using your head, you the wire tool will minimize scratches.” Facebook to receive the latest updates.

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™

Get Ready! Auto Glass Week™ Revs to Take Off by Ally Curran

uto GlassWeek is back for a sec- In addition, the International Win- hostage and spent ond year and looks like it will dow Film Conference and Tint-Off™, five days on a A surpass its debut last year. This co-sponsored by WINDOW FILM maga- lifeboat with the pi- year’s event will be held in Louisville, zine and the International Window rates before being Ky., at the Louisville Marriott Down- Film Association, will again be held rescued by Navy town and the Kentucky International concurrently with Auto Glass Week. SEAL snipers. Convention Center, September 20-22, Multicultural 2012. The Exhibition/Extravaganza Speaking Of … marketing expert will be held September 21-22 and in- Auto Glass Week has many educa- Kelly McDonald cludes the repair and replacement tional seminars planned, including a also will be return- Captain competitions. keynote address by Captain Richard ing to the speaker Richard Phillips Auto Glass Week again will bring to- Phillips. Captain Phillips, known as lineup. Last year, gether all of the major auto glass the “Hero of the High Seas,” will speak McDonald spoke about how to get to groups, including the Auto Glass Safety about the vital importance of leader- know your customers in an ever- Council™ (formerly the AGRSS Coun- ship and teamwork. He was captured changing business environment. cil Inc.), the Independent Glass Associ- by Somali pirates in 2009 when they Seminars will begin on Thursday af- ation (IGA), the National Glass attacked and boarded the ship he was ternoon and will run through Saturday. Association (NGA), the National Wind- commanding, the Maersk Alabama. For the full lineup of seminars, visit shield Repair Association (NWRA), and The ship was a container ship ferry- www.autoglassweek.com/seminars. AGRR™ magazine’s Pilkington Clear ing food aid to East Africa when it was Advantage Auto Glass Technician attacked by the small band of pirates Network Know-How Olympics and the Walt Gorman Memo- on April 8. To protect his crew, Cap- In addition to a number of inform- rial Windshield Repair Olympics. tain Phillips offered himself as a ative educational seminars, Auto Glass Week will offer a number of net- Location, Location working opportunities to give atten- Both Auto Glass Week and Louisville, Ky., have lots to offer attendees. Louisville dees a chance to catch up and learn is home to Churchill Downs, America’s legendary racetrack and home of the Ken- from one another. Networking oppor- tucky Derby and the Kentucky Derby Museum; the Louisville Slugger Bat Factory and tunities include an Evening of Cham- Museum, home of the legendary Louisville Slugger baseball bat; Fourth Street Live!; pions, where attendees can and Glassworks, which houses 50 glass artists who can be viewed creating their participate in a private tour of the works of art, to name just a few of the local attractions. Muhammad Ali Center and grab a cocktail while overlooking downtown Louisville’s breathtaking views; the Gala Awards Reception and Cere- mony on Saturday evening to cele- brate the 2012 champions and contestants of the repair and replacement competitions; the Auto Glass Safety Council’s Silent Charity Auc- tion; and a Friday night cocktail party on the show floor (see box on page 30 for more).

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Be Prepared windshield. Contestants are judged on Attendees can now ten different sections. pre-register online at To compete, a technician must be Industry Support www.autoglassweek.com employed in a bona fide operating auto Auto Glass Week™ 2012 already has or scan the MS tag at the glass company, must have a least one a number of industry sponsors who right for an early-bird year of experience as a technician in the have devoted their time and resources discounted price of $179 and save $50 auto glass industry and must complete to this educational event. Below is a per person. The early-bird discount installations in compliance with the current listing as of April 9, 2012. ends June 29, 2012. Auto Glass Replacement Safety Standard Charter Sponsors Attendee registration includes regis- (AGRSS®). There will be a cap on the tration to all seminars, workshops, so- number of contestants and spaces are cial events and admittance to the Auto given on a first-come, first-served basis. Glass Week Exhibition/Extravaganza. Owners or managers of supplier com- Attendees also are able to purchase tick- panies may not compete themselves. ets to an Evening of Champions and the The first-place AGTO winner will re- Gala Awards Reception and Ceremony. ceive $10,000, a gold medal and trophy, Both optional events require pre-regis- as well as bragging rights as the Platinum Sponsors tration and only have a limited amount “World’s Best Auto Glass Technician.” of spaces available to them. Second-place will receive $1,000 and a After June 29, the cost of pre-regis- silver medal, and third will receive tration rises to $209, and attendees can $500 and a bronze medal. register at this price through August 31. The WRO was founded in 2006 by Gold Sponsors Those who wait until after August 31 AGRR magazine. In the competition, will need to register with the on-site each technician has 45 minutes to com- price of an increased fee of $229. plete a windshield repair. Judging is Discounted room rates are available based on quality, rather than speed, and at the Louisville Marriott Downtown. time is a factor only in the case of a tie. The hotel is located in the heart of The technical aspects of the com- Silver Sponsors downtown Louisville and is connected petition are based on the Repair of to the Kentucky International Conven- Laminated Auto Glass Standard (RO- tion Center. The discounted rates of LAGS™), and all contestants must Bronze Sponsors $109 per night plus tax are available for participate in a short, ten-question show attendees until August 27. To book test about proper windshield repair your reservation, call 800/266-9432 and practices based on the ROLAGS. mention that you are a show attendee To compete, a technician must be or visit www.autoglassweek.com/auto- employed in a bona fide operating Sponsorships Still glass-week-host-hotel. auto glass company and have at least Available, Listing as one year of experience as a repair tech- of April 9, 2012 Competition Craze nician in the auto glass industry. There . This year’sAuto GlassWeek event will will be a cap on the number of con- Copper Sponsors again include the annual Pilkington testants and spaces are given on a first- Clear Advantage Auto Glass Technician come, first-served basis. Owners or Olympics (AGTO) and the Walt Gorman managers of supplier companies may Cobalt Sponsors Memorial Windshield Repair Olympics not compete themselves. ACI Glass Doctor Parts (WRO). The competitions will be held Increased from years’ past, the first- A.N. Designs Glass Shenzhen Inc. Technology Benson September 21-22 in conjunction with place winner in the WRO will receive AutoGlass GTS Services Automobile the Exhibition/Extravaganza. $10,000, a gold medal and trophy, as Search.com Mainstreet Glass Co. Ltd. Industry veterans judge AGTO com- well as bragging rights as the “World’s Burco Inc. Computers Sunroof Delta Kits Inc. Meritool Express petitors’ replacements as well as their Best Windshield Repair Technician.” Dinol Precision Windshield procedures, safety, cleanliness and Second place will receive $1,000 and a Extractor Replacement Guru customer interaction. Competitors are silver medal, and third will receive allotted 75 minutes to complete a $500 and a bronze medal. For information about sponsor- windshield installation in the first The pre-registration deadline for all ships and becoming a sponsor/ex- heats of the competitions. In the finals contestants is July 27. No registrations hibitor, contact Holly Biller at round, technicians are required to will be accepted after this date. [email protected] or 540/720- complete a removal and re-install of a 5584, ext. 123. glass part, which may or may not be a continued on page 30

www.agrrmag.com May/June 2012 AGRR 29 Zoom Fit + – I< < > >I

Auto Glass Week continued from page 29

Enhance Your Experience a first-come, first-served basis. inary heats of the Pilkington Clear Ad- Auto Glass Week will offer attendees a The Auto Glass Safety Council Silent vantage Auto Glass Technician Olympics number of networking opportunities to Charity Auction on Friday, September and the Walt Gorman Memorial Wind- meet with industry peers and catch up, 21 from 5 p.m.–7 p.m. on the Exhibi- shield Repair Olympics. talk shop and discuss the latest industry tion/Extravaganza floor. The Auto Glass Gala Awards Reception and Cere- issues. Some of these networking oppor- Safety Council holds the silent charity mony on Saturday, September 22 from 5 tunities include: auction each year to help raise proceeds p.m.–7 p.m. For the first time this year, An Evening of Champions on Thurs- for the non-profit organization. Auction the winners of the Pilkington Clear Ad- day, September 20 from 6 p.m.–9:30 items in previous years have included a vantage Auto Glass Technician Olympics, p.m. Attendees will board buses at the prized fishing trip with Carl Tompkins in the Walt Gorman Memorial Windshield Louisville Marriott Downtown and travel his home state of Washington, auto- Repair Olympics, and the International to the Muhammad Ali Center where they graphed paraphernalia from celebrities, Window Film Tint-Offs (both an archi- will receive access to all three levels of women’s jewelry, watches and more. tectural and automotive division) will be the center dedicated to Muhammad Ali’s Final bids are due by 6:45 p.m. This named during a special gala awards re- life and career. Attendees will also gain event is open to all. ception. After battling it out over the access to the upper level for a view of Cocktail Party on the Show Floor on past two days, we will be naming the downtown Louisville’s city skyline, as Friday, September 21 from 5 p.m.–7 “World’s Best Auto Glass Technician,” well as a cocktail party to round out the p.m. The Friday night cocktail party on “World’s Best Windshield Repair Techni- evening. All registered attendees are the show floor will give attendees a cian,” “World’s Best Automotive Window invited to participate for $35. Pre-reg- chance to relax and network after a full Film Tinter,” and “World’s Best Architec- istration is required, so please select day of education. In addition, those in tural Window Film Tinter.” It all comes the optional event on your registration attendance will have a chance to chat down to this—be sure you are a part of form at www.autoglassweek.com. Space with suppliers at the Exhibition/Extrav- it! Tickets are available for purchase on is limited and seats will be available on aganza while also watching the prelim- www.autoglassweek.com. I

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© 2011 AGRR Magazine. All rights reserved. No reproduction Contents Search Archives E-Mail Subscribe of any type without expressed written permission. Join the NWRA Now And Become Certified at No Charge Windshield Repair Technician Certification That's right. Become an NWRA member before September 30 and you'll be eligible to sit for the NWRA Certification program at no additional charge—and your employees can certify for half price. You'll get the benefit of NWRA membership AND certification all for one low price. Be part of the only organization that puts "Repair First" and the only organization that offers certification to repair technicians. Join NWRA today! Visit www.nwrassn.org Already a member? No worries, for more details. you'll be able to take advantage of the same offer upon your next renewal.

www.nwrassn.org/certification.php 540/720-7484 [email protected] Zoom Fit + – I< < > >I

© 2011 AGRR Magazine. All rights reserved. No reproduction Contents Search Archives E-Mail Subscribe of any type without expressed written permission. A Global View Belron CEO Talks About the Worldwide AGRR Market

by Katie O’Mara

ary Lubner has been the CEO of Belron S.A. since 2000. Prior to that, he was the chief operating officer of the company, responsible for the company’s European operations. He studied finance at the University of Cape Town Gand joined Arthur Andersen after graduation where he qualified as a chartered accountant in 1981. He earned his master’s degree in business administration at London Business School in 1991 and joined Belron soon after graduating. Katie O’Mara, contributing editor for AGRR™ magazine, sat down with Lubner at the Best of Belron US competition in February. Below are excerpts from the interview. For a full transcript, please visit www.glassBYTEs.com/Lubner.

AGRR: I know there were some re- AGRR: Are there any other markets acquire those businesses. We don’t see cent acquisitions in Canada. I was won- where you’ve seen significant changes franchising as an integral part of what dering if you could comment on that. in operation? we do other than a means to an end to GL: The acquisitions we’ve made are GL: I don’t think so. Even though move into some new countries. all ex-franchisee businesses, both Eng- local markets are different—the funda- lish and French-speaking in Canada. mental Belron model is the same. We AGRR: Last time we spoke, you were Belron’s philosophy around franchis- set out to deliver outstanding service to really excited about China … ing is that we’d prefer to own our stores the motorist. We do that by having GL: Very excited. In 2011, we dou- and, really, Canada being such a huge great relationships with our key ac- bled our business there, and for 2012 country that has been historically count, and we make sure we have a our plans are to double it again. We are partly owned and partly franchised, brand that people in the market recog- represented in 11 cities around China. these acquisitions are to try in those nize, and they use us because we’re the We have about 15 stores. We’re growing primary markets–city/town markets– preferred option. That’s true from Rus- very strongly. Interestingly, it’s the same to earn their business. We think that’s sia to China to any very developed old strategy: forming relationships with going to be better for the end cus- market in Europe like Belgium or the big insurance companies in China, tomer. Our standards will be much Netherlands. That’s the model we’re making sure we start building the easier to apply across the business, and sticking with. brand, training our technicians to the that it’s a smarter decision for the highest possible standards, measuring Canadian insurance companies and AGRR: Is there anything about fran- customer satisfaction; even in China Canadian consumers. chising that you’ve learned? every one of our technician is meas- GL: The only time we actively fran- ured on NPS. I was in Shenzhen re- AGRR: Are you seeing anything dif- chise is when we go into a new market. cently visiting stores, and up on the ferent in the Russian market? In 2011 we opened up Croatia and Es- wall—I couldn’t understand anything GL: No, we’ve made our acquisition tonia, but we license an entire market. other than percentages—but it was the there and are very pleased. We’re the We do that because we don’t feel we NPS per technician. market leader in Russia, in three cities have sufficient local skills to under- We remain extremely excited about primarily. It’s an interesting market, stand the fairly undeveloped market. China. One statistic for you that I great but also challenging. It’s exciting Then, over time, like in Greece and learned recently, the level of car own- and we’re making great progress. Turkey, which were ex-licensees, we ership in China is 50 cars per 1,000

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people. That’s the same level of owner- On the Future business to grow. I think out track record ship as there was in the United States AGRR: What is your job forecast in speaks for itself frankly. There have been during World War I. The amount of cars the U.S. and abroad for 2012? very few acquisitions that haven’t that are going to be in China in the next GL: I think 2012 will be a challeng- worked out because we are very strict few years is just extraordinary, and we ing year for two reasons: globally, about what we do. Just because there’s feel excited about being there. economic effect particularly in devel- lots of opportunities doesn’t mean oping markets, is still extremely there’s going to be lots of acquisitions. On Repair volatile. We’ve seen extremely tough AGRR: Repair quality has been a big markets particularly in Europe. I AGRR: I know it’s been a busy year topic of interest in the industry. Do don’t see any short-term correction. I for your company,but how does fight- you think this is a worldwide issue? think it’s going to continue in a very ing legislation in the United States GL: Yes, I think quality is always an tough way. 2012, however, is going to impact the company as a whole in issue, whether it’s repair or replace- be compounded by the effect that your opinion? ment. If you’re asking me my views, we’ve had no weather. In Europe, we GL: My response to what’s happen- whether it’s an issue around the had no weather in November, De- ing in the U.S., is frankly, slightly world, I can’t really comment. I can cember or January. Fortunately amazed. I’ve never come across a sit- comment on Belron who is the lead- things seemed to be getting colder in uation anywhere in the world, where ing repairer in the world, and all I can Europe last week. But the U.S. and a group of competitors attempt to say is the quality of our repairs is the Canada have been pretty mild, so I change the rules or the dynamics of a best it’s ever been; particularly with think when you compound the mar- market by going to law. I’m a strong the launch of our new resin HV Ex- ket situation with the weather, my believer that competition is a good treme. This is a resin we’ve been review of 2012 is it’s going to be tough. thing, and that the best companies searching for a while that we’ve tested, should win. The fact that people in and that we’re making strong claims AGRR:You used to be very against the U.S. feel the only way they can about, because we know that they’re cash pricing. It seems your stance has win is by going to change the law is, correct. If you look at the quality of softened a bit? frankly, something you don’t see any- our repairs worldwide—and it’s no GL: I don’t think I never liked cash where else. I’m just quite intrigued by different in the United States or Rus- pricing, I can’t not like something that it all. sia or Turkey because it’s the same just happens. My personal feeling is In terms of, is it causing Belron a big resin and equipment—I’m very confi- people are not charged for the service issue? Not at all. We are very confident dent in saying the quality of our re- that we provide. Safelite has demon- in the fact that the way we’re going to pairs is the best it’s ever been. strated over the past few years that win business is by delivering outstand- that’s changing. Certainly worldwide, ing service to both the motorist and AGRR: How is the rollout of the new with economic factors the way they the key accounts. And that in the end resin going? are, cash pricing is always going to be is all that’s important. All of our efforts GL: Really well. I visit a lot of stores the one that gets put under pressure. are geared around making sure that’s all over the world. I’ve been in the U.S. My views about cash pricing haven’t in what our businesses do. Whatever else this week visiting a fantastic market particular changed. will happen, will happen. I here in Louisiana. I asked all of our technicians here about the resin, and I AGRR:What’s your current acquisi- get the same answer wherever I am. tion strategy? Visit Last week I was in Greece, Turkey, then GL: We’re always looking at acquisi- www.glassBYTEs.com/Lubner Istanbul. Every single technician I tions; that’s part of the Belron growth to read the entire interview. talked to says this resin is quite ex- story. But as you can imagine right now traordinary. I literally have not talked around the world, there are many acqui- to any technician anywhere in the sition opportunities, and not only for the world who has anything bad to say right reasons. So we’re going to stick to about the resin. We’ve rolled it out doing acquisitions the same way we’ve Katie O’Mara is a contributing editor for around the world in all 33 countries, always done them if they’re the right fit Q AGRR™ magazine. She can be reached at and we’ve been very pleased with that. for our business, and if they allow our [email protected].

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The Domestic View President and CEO of the Country’s Largest Installer Discusses His Company, Legislation and More by Katie O’Mara

om Feeney has been the CEO of and president of Safelite Glass Corp. since July 2008. He joined the company in 1988, and served as an execu- Ttive vice president and chief client officer for Safelite Solutions LLC since 2003. Before Safelite, Feeney worked in management positions at Tenneco Au- tomotive Retail, Hertz and American International Rent-a-Car. Katie O’Mara, contributing editor for AGRR™ magazine, sat down with Feeney at the Best of Belron competition in February. Below are excerpts from the interview. For a full transcript, please visit www.glassBYTEs.com/Feeney.

AGRR: So, Tom, you’ve been in the I’m very happy with the transforma- AGRR, page 14). How has the response job going on five years now. What has tion our business has undergone; the been to that? surprised you the most about the job direction we’re having; the accom- TF: I haven’t seen much response at and the business? plishments we’ve achieved; and the all. It was announced six months ago, TF: This is my fourth year. I’ve had a work we’re all doing. and for the last six months we’ve been good understanding of the auto glass getting prepared in our contact cen- business and the solutions we have. I AGRR: It seems like the communica- ters primarily. The transition was wouldn’t say I [have] learned anything tion from top to bottom is really a great seamless. We committed to Allstate new. I think what [has] surprised me challenge for a large company. Is Safe- that we’d work with LYNX and vice the most is the talent of our associates, lite unique in how it communicates? versa, to make sure there’s no bumps how they wanted to believe we had a TF: Communication is all about along the way, and that their policy- bright future and that we were going to trust, and that’s born out of telling peo- holders wouldn’t feel any different. transform our business and grow the ple what’s going to happen and doing Feedback from Allstate says they’re way we’ve grown. That’s been a very what you said you’re going to do. This very pleased with the transition, and pleasant surprise. doesn’t happen overnight, it takes years. it’s only the first month. We’ll continue We’ve embarked on numerous commu- to improve upon it and listen to All- AGRR: How do you measure your nication strategies. We talk to our asso- state agents. I’m very confident that success in the job? ciates many times each month, and it’s we’ll run this program as well as we’ve TF: I think it’s for others to measure. two-way. We have an “Ask Tom” website run other programs. I don’t think I have any right to deter- where people can ask questions and I mine if I’m successful or not. Clearly, will give a reply within 72 hours, and AGRR: I wanted to touch on this be- there are performance metrics, profit there’s nothing off limits. I answer my cause I know there’s been some talk in and loss, sales, profit growth, how own phone and emails; we visit the the industry that maybe some people much have you improved the business, markets a lot; we hold town hall meet- are not getting as many Allstate jobs. investments paying off; but I think the ings; we have many recognition awards; Can you respond? real determination of a leader in my business letters; webcasts; voice casts; TF: I don’t know how many leads role is the way the business responds everything we can to let our associates they would’ve gotten before, so it’s hard to the leadership, and whether the know what we stand for, and what their for me to compare. As I said, we’re run- business accepts the leadership and role is in the success of the company. ning this program the same as we run the direction the company’s going, and other programs. The industry should’ve moves forward. In that respect, I think AGRR: I know the year started out expected or known what was going to we are. I don’t declare myself a great with a transition with Allstate (see re- happen, and there’s still a lot of Allstate leader, that’s for others to decide, but lated story in September/October 2011 business to go around. Tons of it.

34 AGRR May/June 2012 www.agrrmag.com Zoom Fit + – I< < > >I

AGRR: Are you in discussion with “We think this legislation other insurance companies? is from competitors whining, TF: Always. That’s part of our growth. We’re pleased to have as many as opposed to something being done insurance companies on the contract wrong. We don’t think there need as we do. But we’re a growth company, to be laws on the book to intervene we always want to be talking to insurance clients and, not just about signing with the free market. It’s against contracts, but just about explaining the capitalistic structure of how we can help them save money and the United States to go at it this way.” improve service to policyholders. We believe very strongly in our model, that —Tom Feeney it provides value, efficiency and effec- deductible. They bring fear and mis- reality is I think the industry ought to tiveness; and we believe we’re partners represent the truth to people. They be careful what they’re asking for, be- to our insurance clients. We know what knock on doors. We’ve known in- cause they may not like what they that means and we’ve earned the right stances where they’ve broken the glass get. I’m finding strange bedfellows in to be a partner to them. themselves and forced people to do this arrangement. People [who], on things. We’ve helped insurance com- the surface you wouldn’t think align, AGRR: Okay, I’m going to change panies to understand that, and how but they’re aligned to come after and directions a bit here. In your opin- quickly this came on, and help develop hurt us. I think they should put their ion, is there an issue with repair solutions to attack it. Where we’ve at- energy in growing and investing their quality within the windshield repair tacked it, we’ve done it successfully, business like they are, opening new industry? and we’ve saved them $15 million this stores, refreshing their stores, buying TF: Again, I don’t know from oth- year. What happens is they’ll go away new vans, new equipment, and fight ers, but I know we’ve seen a tremen- and come back in another company for the business the old-fashioned dous increase in the quality of the with another name. They’re in this for way. Try to earn your business; don’t repair since we’ve implemented [the the wrong reason; they’re not part of try to legislate your way there. We’re new] resins. If you didn’t have them, the auto glass industry. They’re in it to going to fight it. yeah, there’s probably a difference. make money and hurt consumers. We follow the scripts of insurance We feel our repair is far better than That’s not our competition. They companies, these aren’t our scripts. the competition’s. shouldn’t be in this industry. We record 100 percent of the inbound and outbound calls. We record not AGRR: What kind of responses have AGRR: I had asked Gary [Lubner] only voice, but data, so we can see you gotten from insurers following the but he thought this would be more of the keystrokes. We make mistakes, National Insurance Crime Bureau a question for you (see related story on but, people complain—this is an in- (NICB) partnership (see related story in page 32): how does legislation affect dustry that creates myths and ru- January/February 2012 AGRR, page 18)? what you can get done with the com- mors, and they try to create TF: They love it. They’re very happy pany? Why do you fight it? initiatives around them instead of that we’re partnering with NICB and are TF: We’re going to fight it because answering them with facts. I anxiously awaiting things to come out of we think it’s wrong. We believe in free that. Positive things to help fight fraud. market, that the person with the best It’s a big issue for insurance companies. mouse trap should win. We’re not Visit afraid of competition and we encour- www.glassBYTEs.com/Feeney AGRR: I wanted to ask you about age healthy competition. We think this to read the entire interview. that, if you’re still seeing a big problem legislation is from competitors whin- with fraud … ing, as opposed to something being TF: Fraud is still an issue, yes. There done wrong. We don’t think there are companies we’ve referred to as har- need to be laws on the book to inter- vesters; they spring up one day, close vene with the free market. It’s against Katie O’Mara is a contributing editor for down, come up under new ownership. the capitalistic structure of the Q AGRR™ magazine. She can be reached They tend to operate in states with no United States to go at it this way. The at [email protected].

www.agrrmag.com May/June 2012 AGRR 35 Zoom Fit + – I< < > >I

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

[email protected]

ROLAGS™ to Provide Guidelines to Test by Kerry Wanstrath

HE REPAIR OF LAMINATED for evaluating who has a repair resin would think that those companies Automotive Glass Standard that is producing the quality that making the biggest noise about resin T(ROLAGS™) could be the an- many companies advertise they have. performance would be the first to sub- swer to some big controversial claims. Until now we have only had the mit their resins to this independent Recently, there have been a lot of British Standard Institute (BSI) stan- test; time will soon tell.

REPAIRclaims and advertising about the dard that many reputable windshield Regardless of who does or does not quality and high-performance stan- repair companies have tested and test, the windshield repair industry dards of various companies’ new passed the BSI Standard for wind- (especially those that volunteered windshield repair resins—claims such shield repair. The ROLAGS Product their time for several years) are to be as bonds better, better clarity, better Performance Test goes a step further commended for going the extra mile strength, only this resin meets this and tests relevant properties for adhe- in producing such a wonderful con-

ocus on standard, etc. Well, it will not be long sion and resin strength. sumer protection testing program. f before we can all test the results of any Yes, this product performance test windshield repair resin available, The Standard, does help protect consumers against tested to an independent test devel- The Committee those that would use inferior resin to oped by the ROLAGS Product Per- Of course, the ROLAGS Standard re- produce a less than quality repair. So, formance Committee. mains voluntary, so no company is re- if a company’s resin is capable of pass- Small or large companies can verify quired to test its resin. Yet, I would ing this test, and assuming the actual their claims or be tested against oth- think that those companies that can af- system used also is designed to pro- ers that have either passed or failed ford to would rush to test and have duce maximum results (more on that this industry recognized standard for bragging rights, so to speak, or to en- in another issue), there is no reason resin quality performance. The indus- sure their customers or clients they are for a failed repair to produce a re- try needed and now has a guideline using the best products available. I placement. Yet, in some areas data collected suggests poor quality repairs are being passed on to the consumer. The National Windshield Repair As- sociation (NWRA) has been working to elevate the standard of quality, education and now the standard for product performance. We now have continuing education for the technician willing to test their level of industry knowledge. We hope insurance companies and the networks will recognize the technicians that are willing to go the extra mile and reward them accordingly. We believe the consumers appreciate this and have come to expect professionals to have the credentials the NWRA is now offering. I

Kerry Wanstrath is the president of Na- The independent test detailed in the ROLAGS™ will evaluate the Q tional Windshield Repair Association performance of repair resins. and Glass Technology Inc. of Durango, Colo.

36 AGRR May/June 2012 www.agrrmag.com Zoom Fit + – I< < > >I

-CERT SS IFI GR ED Become a Certified A Technician Through the ™ T E N Auto Glass Safety Council ! C H N I C I A

There are two types of technician certification available: AGRSS Certification Now Incorporates • Auto Glass Technician NGA Certification Requirements: knowledge in OSHA regulations, all types of auto glass replacement, NAGS and custom cut laminated glass parts will help in taking the examination. • Master Auto Glass Technician Requirements: must have 3+ years in the auto glass industry and have passed the Auto Glass Technician examination. Certification costs for technicians at: AGSC-registered companies - $89.00 Non-AGSC-registered companies - $149.00

www.autoglasssafetycouncil.org/certification 630/942-6597 [email protected] Zoom Fit + – I< < > >I

W G R R e p o r t s repair news

COMPANY NEWS Novus Holds Biennial ‘Super Session’ in South Carolina

UTOGLASSREPAIRANDREPLACEMENT franchisor Novus held its biennial meeting for fran- A chisees at the Omni Resort in Hilton Head, S.C., in March. The four-day session included three days of intense educational events as well as some socializing and networking

REPAIRopportunities. Attendees at this year’s session also got to cel- ebrate the company’s 40th anniversary and did so in style. Franchisees first heard from Allan Skidmore and Garry Skidmore, brothers who own the franchisor. Both spoke about the growth of Novus and resources behind it. “Where we are now is still only the beginning,” said Allan Skidmore, pledging

ocus on to triple the number of franchises in the next few years. f Among those on the agenda was Chris Umble of LYNX Services, who gave a pointed presentation about the state of Allan Skidmore (standing far left), co-owner of Novus, the industry and where opportunities will be in the future. speaks at the franchisor’s biennial meeting. Christophe Petit and Brian Walters of Pilkington provided an overview of glass quality and manufacturing issues. were named the top-volume repair franchisees, and also re- They told the audience that glass quality has never been ceived the Windshields.com award. more of an issue than it is today. Sessions about Internet Mark Pixley and Vanessa Terrell of Sheridan and Gillette, marketing and human resources also were heavily attended. Wyo., were named the top volume replacement franchisees. One of the most popular sessions was given by Tom Reid Thomas Richard Leuck of Chippewa Falls, Wis., was hon- of Safelite Solutions, who spoke about his company’s use of ored with the Art Skidmore Community Service Award. the Net Promotor Score (NPS) program. The program was In addition, several franchisees were recognized for their developed by a number of Bain Company consultants in longevity with the franchise. The following received 30-year the late 2000s and is designed to index customer loyalty to milestone achievement awards: Arthur Goins Jr. of Teaneck, a particular company. N.J.; Pixley and Terrell; and Lee Powers of Vidalia, La. James The company also recognized several franchisees with Perkins of Las Vegas and F. Craig Gostnell of Grants Pass, its annual awards. Ore., were honored for 25 years of service with the fran- Dennis and David Moser of Anchorage, Alaska, were chise; Charles J. Payne of St. George, Utah, and Robert and named to the Novus Hall of Fame, along with Elaine Parlin Linda Brendel of St. Louis were honored for 20 years of work of North Turner, Maine. with the franchise; and the following were honored for This year’s Heritage award was given to Robert and Linda reaching 15 years: Robert Doughy of Colts Neck, N.J., Brendel of St. Louis. Christopher Lawson of Ft. Collins, Colo., and Gregory and The company awarded Rookie of the Year awards in three Becky Dirks of Morven, N.C. categories, gold, silver and bronze. The gold award went to Several international awards also were given. Novus New Kevin Schaich of Jacksonville, Fla.; silver to Emir Martinez Zealand was named International Master Franchisee of the of Ventura, Calif.; and Cynthia and Brian Hansmann of Year. Wilhelm and Jodi Brandt of Regina, Saskatchewan, Grand Rapids, Minn., were recognized with the bronze Canada, were named Canadian Franchisees of the Year. rookie of the year awards. Sfouh Ariyahd Trading Est. in Riyadh, Saudi Arabia, was Alan Paull of Wilmington, N.C., was named the gold fran- named International Rookie of the Year. Among interna- chise of the year; Gregory Nave of Meridian, Miss., received tional franchisees, a few were recognized for their longevity: the silver award in this category; and the bronze went to Scott Bennett of Geraldton, Australia, 15 years; K & F Oy in Delbert and Jennifer Unruh of Burley, Idaho. Vantaa, Finland, 25 years; and Hein Scheffer of Johannes- Cheryl and Brian Sonneman of Port Orchard, Wash., burg, South Africa, 30 years.

38 AGRR May/June 2012 www.agrrmag.com focus on REPAIR 39 AGRR I< < > >I > < I< 877-688-9633 without the collateral damage from from damage collateral the without other methods other • Salvage Glass Normally Discarded Normally Glass Salvage • • Access hard to reach corners & curves corners reach to hard Access • No Wires • No Knives No • Wires No Consumables No High Performance Performance High May/June 2012 Induction Heat System Heat Induction – Call Toll Free Toll Call

www.theInductor.com Zoom Fit + Fit Zoom Search I Contents epair system also of- also system epair .glasweld.com Magazine. All rights reserved. No reproduction No reserved. All rights Magazine. www GlasWeld’s Professional windshield r windshield Professional GlasWeld’s The company’s The Mini Plus company’s system is similar to the Mini, GlasWeld offers the Mini windshield repair system that S® high-impact protective carryinghigh-impact protective case. a slimline case. UV curing light and but a ProCur comes with a 360-degree evaporation tool and a professional-grade carrying case. carrying professional-grade a and tool evaporation S includes a standard 12-volt ultraviolet (UV) curing light andbag, thepatented company’s technology,ProVac and GlasWeld Presents Mini Systems fers the 360-degree curing light, but also includes a moisture a includes also but light, curing 360-degree the fers www.agrrmag.com WINDSHIELDREPAIRSYSTEMS © 2011 AGRR © 2011 permission. written expressed type without any of 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 pacities for Plaskolite Inc. and Sumitomo Electric Co. He also gained entrepreneurial experience acquiring, operat- Harrison Leaves Safelite; ing and ultimately selling his own business, Advanced Miggo Takes Over His Duties Moldings Inc., a consumer and industrial products manu- Rich Harrison, former chief operations facturing company in Columbus, Ohio. officer (COO) for Safelite, has left Safelite Most recently, Miggo served as the associate vice presi- and its parent company, Belron. Steve dent of human resources at Limited Brands for three years, Miggo, who recently was named senior and before that he served as vice president of human re- vice president of operations and human sources for Elmer’s Products Inc. for seven years where he resources, has taken over Harrison’s duties. was responsible for all human resources and administra- Safelite provided the following state- tive functions for the company. Rich ment to AGRR™ magazine/glass- “Steve is the natural choice for this role Harrison BYTEs.com™: “We appreciate Rich’s with his solid background and previous service during his roughly 20 years in the experience in operational strategy and ex- vehicle glass industry, particularly Belron companies in- ecution,” says Tom Feeney, president and cluding Safelite AutoGlass,” says Melina Metzger, public CEO of Safelite AutoGlass, when Miggo relations manager at Safelite. “He was a part of the team was named senior vice president of oper- that has led to Safelite doubling its business in the last ations and human resources. “He is a Steve five years. We wish him much luck and success in his fu- strong leader who inspires, motivates and Miggo ture endeavors.” demonstrates the company’s values. He Miggo first joined Safelite in 2008 as a senior vice pres- creates a climate where associates want to be at their best ident of human resources and leadership development. and can trust in him. Steve’s proven leadership style and He implemented an integrated talent management plat- past experience is what our company needs to continue to form and is the architect of the company’s “people first” grow our business.” strategy. Safelite introduced its “people first” strategy in Harrison had been promoted to COO in 2007 and man- 2009, which focuses on hiring, developing and retaining aged all the company’s field sales and retail auto glass re- talented people. pair and replacement businesses, including its wholesale Miggo has experience in operations and management, and warehouse operations. He also worked with Belron including various operational and human resources ca- in a global role and assisted with its integration of all of its Industry Expert Beranek to Serve as Editor of Auto Glass Journal Noted auto glass installation expert Bob do this alone and will need Beranek will serve as editor of Key Com- the help and support of munications’ recently purchased Auto Glass technicians in the field to Journal (AGJ) publication. Beranek is be- make this version of the ginning his 40th year in the auto glass in- Journal the best ever. We dustry, where he began as a technician in will even make contributions 1973. During his career as a consultant and well worth the while for Bob trainer he has developed and conducted those willing to contribute.” Beranek auto glass installation training programs “We are thrilled to have for a wide variety of companies and Bob working with us,” says groups. He is a member of the Auto Glass Safety Council™’s publisher Debra Levy. “We board of directors and is the chair of the Auto Glass Safety have great plans for AGJ, Council Standards Committee. Beranek is the author of the which will continue to focus Complete Guide to Auto Glass Installation: A Textbook. heavily on technical information, tips and techniques in- “I am very excited to work with Deb [Levy] and Key Com- volved in auto glass installation. Our other industry publica- munications on the editing of Auto Glass Journal. I have been tion, Auto Glass Repair & Replacement (AGRR™) will continue a loyal reader of the Journal for many years and being asked to focus on the business and management of auto glass. Each to be the editor is truly an honor,” says Beranek. “I hope that will appear in alternate months.” other readers of the Journal will continue to contribute to the To submit materials for publication in Auto Glass Journal publication’s continued success through submission of in- contact Beranek at [email protected]. stallation instructions and support of the advertisers. I can’t To subscribe, visit www.glass.com/subcenter.

40 AGRR May/June 2012 www.agrrmag.com Zoom Fit + – I< < > >I

U.S. acquisitions, including that of Safelite. Prior to the merger of Safelite and Belron, Harrison served as CEO of Belron Inc.

Croskey Named Chairman of Guardian’s Board of Directors Charles (Chuck) Croskey has been named chairman of Guardian Industries’ board of directors. Croskey has been on the board since 2010 and with the company since 1970. He replaces two-term chairman Peter Walters, who will remain on the board of directors. Croskey served Charles as group vice president and handled Croskey Guardian’s manufacturing, marketing and distribution operations throughout Asia, Africa and the Middle East. “I look forward to a continuation of the leadership Pete Walters has demonstrated—to ensure Guardian’s leading position in its industries,” says Croskey. “My years with the company, combined with our strength in manufacturing, technology and people, will help carry out Guardian’s strategy and vision.”

Binswanger Appoints Draper as COO;

Carrillo Moves to Grey Mountain TECHNIQUES AND TIPS FOR THE AUTO GLASS TECHNICIAN Binswanger Glass has named David Draper its chief operating officer. He previously served as director of strategic plan- • Tips; ning at Robbins LLC, a Grey Mountain October 2011 TECHNIQUES AND TIPS FOR THE AUTO GLASS TECHNICIAN • Techniques; affiliate company and supplier for the tire bkbpublications.com industry based in Muscle Shoals, Ala. • Step-by-step “I am thrilled to be joining a company instructions;

David with such a rich history,” says Draper. 2012 TOYOTA CAMRY Draper “With the recent acquisition [by Grey • Information Mountain Partners], we have a tremendous you need as opportunity to re-establish the Binswanger brand as the an auto glass leader in the glass services business.” 2012 MAZDA 2 technician.

The company also announced that Ar-

turo Carrillo, Binswanger’s former presi- Subscribe to Auto Glass Journal and receive dent, has moved to a role with Grey the instructions, service bulletins and other Mountain Partners. important industry news you need.

TE CHNIQUES A “My goal during the last several months ND TIPS FO R TH E AUTO GLASS TECHNICIAN bkbpublications.com

August 2011 t of my time with Binswanger was to stew- With your subscription to Auto 2011 FOREIGNOur 58 hYear ard the company into the hands of quality Part 2: MAZDA - VOLKSWAGEN Glass Journal, you’ll also receive Auto new ownership,” says Carrillo. “Once I ac- Arturo Glass the Auto Glass Installation Guides! Installation complished that with the tremendous Carrillo Guide

people from Grey Mountain Partners, I re-

Visit - www.glass.com/subcenter assessed my future and really wanted to be in a position and start receiving those time-saving tips today! where I could have a larger impact on the investment and acquisition sides of the business world. I’m thankful that I Now published by the publisher of AGRR™ magazine. I can do that now with [Grey Mountain].” www.glass.com/subcenter www.agrrmag.com May/June 2012 AGRR 41 Zoom Fit + – I< < > >I

THE SHOWCASE directory of suppliers

Equalizer cut out tools and blades 10 to 30 % off Adhesives/Sealants PUBLICATIONS Windshield list price AUTO GLASS AGRR™ MAGAZINE Repair Products Equalizer Specials ADHESIVE SYSTEMS Key Communications, Inc. EMERGENCY STINGRAY cut out tool SHAT-R-PROOF CORP. 385 Garrisonville Rd., GLASS REPAIR List $395.00 Cost $299.00 12800 Hwy. 13, Ste 500 Suite #116 3344 North Halsted St. EXPRESS 360 Savage, MN 55378 Stafford, VA 22554 Chicago, IL 60657 540/720-5584 (phone) List $595.00 Cost $439.00 952/946-0450 (phone) 312/465-1619 (phone) 952/946-0435 (fax) 540/720-5687 (fax) www.emergencyglassre- EXPRESS XRP www.shatrproof.com www.agrrmag.com pair.com List $695.00 Cost $525.00 [email protected] PYTHON Wire Removal System Software GLASWELD SYSTEMS List $695.00 Cost $525.00 Auto Glass AUTO GLASS - RELATED 20578 Empire Blvd. NATIONAL GLASS ALL GLASS QUOTES Bend, OR 97701 Universal Moulding Specials BROKERS, LLC 3344 North Halsted St. 541/388-1156 (phone) 17MM/20MM 75ft roll 3115 Fry Rd., Ste #302 Chicago, IL 60657 541/388-1157 (fax) Cost $27.00 Katy, TX 77449 312/465-1584 (phone) www.glasweld.com 281/599-1550 (phone) www.allglassquotes.com Single Moulding Specials 281/599-8158 (fax) LIQUID RESINS/A.C.T. DW1265 Moulding www.nationalglassbro- Tools and Supplies 4295 N. Holly Rd. List $54.41 Cost $8.45 kers.com A.N. DESIGNS INC./ Olney, IL 62450 FW2064 Moulding sales@nationalglass- ULTRAWIZ® 618/392-3590 (phone) List $68.79 Cost $10.95 brokers.com 111 Putter Lane 800/458-2098 (toll free) Torrington, CT 06790 FW2500 Moulding 618/392-3202 (fax) 860/482-2921 (phone) List $55.25 Cost $9.65 RV GLASS www.liquidresins.com COACH GLASS 860/482-8585 (fax) FW2653 Moulding 1400 Cross St. www.ultrawiztools.com REPAIR SYSTEMS & SERVICES List $79.53 Cost $8.95 Eugene, OR 97402 GLASS MEDIC FW2454 Moulding 800/714-7171 (phone) EQUALIZER 7177 Northgate Way, List $59.98 Cost $7.75 888/714-7171 (fax) INDUSTRIES, INC. Ste. C FW2298 Moulding [email protected] 2611 Oakmont Drive Westerville, OH 43082 List $55.77 Cost $7.75 Round Rock, TX 78665 614/891-9222 (phone) 512/388-7715 (phone) FW2018 Moulding WINDSHIELD MFS. 614/891-9227 (fax) 512/388-4188 (fax) List $31.54 Cost $6.05 CARLEX www.glassmedic.com 7200 Centennial Blvd. www.equalizer.com FW2154 Moulding Nashville, TN 37209 [email protected] AEGIS TOOLS List $72.82 Cost $9.55 877/377-4527 (phone) INTERNATIONAL FW2314 Moulding Windshield P.O. Box 259688 List $49.65 Cost $11.45 Information Removal Tool Madison, WI 53725-9688 DW1293 Moulding Sources EXTRACTOR/CRYSTAL 608/274-9254 (phone) List $49.65 Cost $11.45 ASSOCIATIONS GLASS CANADA 608/274-9395 (fax) 9508 - 45 Ave. FW2267 Moulding NATIONAL WINDSHIELD Edmonton, AB T6E 5Y9 www.aegistools.com List $45.26 Cost $7.75 REPAIR ASSOCIATION Canada [email protected] P.O. Box 569 Other Specials 877/628-8837 (phone) Garrisonville, VA 22463 780/438-5915 (fax) WINDSHIELD REMOVAL TOOLS 540/720-7484 (phone) A.N. DESIGNS INC./ Single Edge Razor Blades www.extractortools.com 100pk $2.50 540/720-3470 (fax) ULTRAWIZ® Heavy Duty Utility Blades www.nwrassn.org 111 Putter Lane 100pk with dispenser $6.25 Torrington, CT 06790 To place a Supplier’s Guide listing please call Janeen 860/482-2921 (phone) Nitrile Gloves at 540/602-3255 or email [email protected]. 860/482-8585 (fax) I (blue exam grade) $5.50 per bx Wool Daubers $4.50 per 100 AGRR™ is Your Resource for Information Please call for lowest prices on Rates for Suppliers’ Guide tools and mouldings,freight paid on Rates start at $350 per listing and run for an entire year. orders $500.00 or more. Rates for Classified ads: (A column inch is equal to 30 words) 800-506-4444 Per Column Inch: ...... $119 Per Border Around Ad: ...... $50 Per Bold Line: ...... $25 Per Photo/Artwork: ...... $55 www.glassprosupplies.com Per Screen/Reverse: ...... $25 Per Blind Box: ...... $60

42 AGRR May/June 2012 www.agrrmag.com Zoom Fit + – I< < > >I

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

DAY/ PLANNER

July 18-20, 2012 September 20-22, 2012 Suppliers Association PAACE Automechanika Mexico International Window Film Sands Expo Center, Las Vegas Centro Banamex Conference and Tint-Off™ Contact: Visit Mexico City, Mexico (Exhibition/Extravaganza September 21-22) www.aapexshow.com/aapex2012/public/ Contact: Visit www.paaceautomechanika.com Co-sponsored by WINDOW FILM magazine and enter.aspx the International Window Film Association September 11-16, 2012 Kentucky International Convention Center October 30-November 2, 2012 Automechanika Frankfurt 2012 Louisville, Ky. SEMA Show Messe Frankfurt Contact: WINDOW FILM magazine at Sponsored by the Specialty Frankfurt, Germany 540/720-5584 or visit Equipment Market Association (SEMA) Contact: Visit www.windowfilmmag.com/IWFC Las Vegas Convention Center www.automechanika.messefrankfurt.com Las Vegas October 11-13, 2012 Contact: 702/450-7662 September 20-22, 2012 NACE Expo or visit www.semashow.com I Auto Glass Week™ Sponsored by the Automotive (Exhibition/Extravaganza September 21-22) Service Association Co-sponsored by AGRR™ magazine, the Auto Morial Convention Center Visit www.agrrmag.com and Glass Safety Council™ (formerly the AGRSS® New Orleans, La. click on “Industry Events” Council), the Independent Glass Association, Contact: Show organizers at 972/536-6354 to add your events to the the National Glass Association and the National or visit www.naceexpo.com Windshield Repair Association. Includes Auto calendar or send your entry Glass Repair and Replacement Olympics October 30-November 1, 2012 to Sahely Mukerji at Kentucky International Convention Center Automotive Aftermarket Products Expo [email protected]. Louisville, Ky. Sponsored by Automotive Call us at 540-720-5584 Contact: AGRR magazine at 540/720-5584 Aftermarket Industry Association or visit www.autoglassweek.com and Automotive Aftermarket for more information.

ADVERTISING INDEX Page Company Phone Fax Web Address 17 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 41 Auto Glass Journal 540/720-5584 540/720-2914 www.glass.com/subcenter 37 Auto Glass Safety Council™ 630/942-6597 630/790-3095 www.autoglasssafetycouncil.org 11 Coach Glass 800/714-7171 541/393-5896 www.coachglass.com 25 Creative Extruded Products 800/273-1535 937/667-3647 www.creativeextruded.com 5 Dow Automotive Systems 800/698-6246 734/697-8228 www.dowautomotiveaftermarket.com 3 Equalizer Industries 800/334-1334 512/388-4188 www.equalizer.com 6 Extractor 877/628-8837 780/438-5915 www.extractortools.com 39 Glasweld 800/321-2597 541/388-1157 www.glasweld.com 42 Glass Pro Supplies 800/506-4444 410/228-2823 www.glassprosupplies.com 1 Gold Glass Group 800/448-5188 631/981-4299 www.gggcorp.com 39 Induction Innovations Inc. 877/688-9633 847/551-3369 www.theinductor.com 31 National Windshield Repair Association 540/720-7484 540/720-2914 www.nwrassn.org/certification.php 41 Nelson Glass Tools 530/333-1269 Not Available www.glassbot.com 9 NordGlass 248/881-2904 Not Available www.nordglass.com C2 Pilkington North America 866/377-3647 419/247-3821 www.pilkingtonclearadvantage.com 45 Precision Replacement Parts 800/367-8241 800/545-5083 www.prp.com 15 Shat R Proof Corp. 800/728-1817 952/946-0461 www.shatrproof.com 30 Sika Corp. 800/688-7452 248/577-0810 www.sikaindustry.com 11 Sunroof Express/Night Watchman Co. 800/322-8867 586/498-2301 www.nightwatchman.net 27 Yih-Tair Industrial Inc. 877/975-554 210/310-0982 www.flexlinemoldings.com For more information on these companies’ products, visit http://products.agrrmag.com.

www.agrrmag.com May/June 2012 AGRR 43 Zoom Fit + – I< < > >I

A v o c a t i o n s life beyond the auto glass business

Extreme Fighter Alex Hayworth, Ultra Bond Inc.

LEX HAYWORTH, A WIND- shield technician at Ultra Bond A Inc. in Grand Junction, Colo., has an unusual hobby: he is a Mixed Martial Arts (MMA) fighter. While he’s been doing MMA, also known as extreme fighting, for only 1.5 years, he says he started to wrestle when he was 7. “I took up wrestling for self-defense,” he says. “I got picked on a lot. I was a scrawny little asthmatic kid. So I took up wrestling. I got a lot healthier and got to love it.” Hayworth got his first taste of winning at a school meet that first year. “I’ve won 75 percent of my matches,” he says. “I’ve done about 600 wrestling matches, mostly state tournaments.” Alex Hayworth, a Mixed Martial Arts fighter, Once out of high school, Hayworth says “It's a competition, and that's all it is. I started taking an interest in MMA, he don't do it out of anger or hate my opponent. says. “I watched wrestlers, such as Dan It’s fun.” Henderson, Chael Sonnon and Brock Lesnar, transition to MMA, and that got me interested in it,” he says. He al- take on a bigger guy and win.” Even Mo- collateral lig- ready has won two MMA promotional hammed Ali did an MMA fight, he says. ament, and dislocated a rib all while fights organized by Cage Wars, an Richard Campfield, founder and doing MMA. “My mother, especially, MMA organization. president of Ultra Bond Inc. and Hay- doesn’t like it,” he says. “She likes the “Collegiate wrestling is different worth’s boss, has watched Hayworth idea of keeping fit, but not the fight. My than MMA,” Hayworth says. “Wrestling fight. “Having grown up in a family of two sisters don’t like it, either.” His 14- is about take down and grappling, it’s boxers (my dad, all of my uncles, my year-old nephew wrestles, though, point-oriented. MMA is finishing your brother, myself and two cousins) and Hayworth adds. opponent by submission or knock-out. my son Adam [who] is a black belt, I Hayworth practices five to six days a Wrestling is only one aspect of MMA, can say I was very impressed with the week. “I work full-time, 8 a.m. to 5 which takes kick-boxing, boxing, Ju- MMA fight I saw Alex fight,” Campfield p.m., and practice from 5 p.m. to 8 jitsu, Sambo Taekwondo, Karate, Kung says. “I was very impressed with how he p.m.,” he says. “I just want to get a lot Fu, all under one roof.” ended it in one minute. He was careful of wins under me. I’m still pretty new MMA’s “brutal but it’s more refined and in control enough to not break the to the game.” than it used to be,” Hayworth says. “It opponent’s neck, which he was in a po- The 23-year-old says his proudest used to be a pretty barbaric sport.” It sition to do about 30 seconds into the moment so far was winning his first started in Japan and Brazil in the 1970s, fight. I just wish I could use Alex to fight MMA fight through Cage Wars on Feb- he says. “It started with Helio Grace and my battles, instead of lawyers.” ruary 4. “It takes a lot of dedication and the Grace family in Brazil back in the Hayworth’s family, however, is not as practice,” he says. “At this time, it’s a 1970s. Helio Grace just passed. He devel- enthusiastic about MMA. He has bro- hobby, but maybe some day I’d like to oped the style where the littler guy could ken his hand, his nose, tore a lateral be a professional.” I

44 AGRR May/June 2012 www.agrrmag.com Zoom Fit + – I< < > >I

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