As an auto glass replacement / repair technician for 22 years, I have received thousands of incoming calls requesting quotes for cracked windshields and rock chip repairs. Over and over again these top 5 mistakes are repeated due to miscommunication which sadly ends with ordering the wrong part, dissatisfied customers, wasted time and gasoline, a higher quoted amount than prepared, a necessary reprogramming, etc. All of that can be easily avoided if you just follow these 5 tips:
*keep in mind “U.S” and “U.S” = the auto glass industry collectively
1: What is it called? It’s funny how you can use just one little word, or rather wrong, and if it is not clarified it can lead to disaster. Let me explain; In this industry, a windshield is a windshield, but surprisingly in the customer’s “world” that little piece of glass can be called glass, window, windshield, and so on. And indeed, customers have called it “the driver’s side glass,” meaning the crack is on the driver’s side of the windshield. Backglass is what U.S call backglass, however this has also been called window. But it is undoubtedly the glass of the door that is the most poorly communicated. “My door” to U.S it can mean the actual door of your car, your door regulator, etc. When U.S hear “my window is broken on the right side” U.S I heard that the glass on the passenger side door is broken. A customer is able to say “the glass is broken behind me” … now, usually at this point detective work is needed … Could this be the back door glass? U.S must dig deeper.
Main error n. 2: What’s in a year? You’d be surprised how many people really have no idea what they’re driving on. Specifically the year, make, model, style, doors, etc. Specifically, it is the YEAR that really causes trouble! Clients that count U.S the wrong year, and U.S buy the glass, introduce yourself and it doesn’t fit properly, I have no idea that even a 1 year difference can cause U.S to bring you the wrong part! And sometimes being able to rush back to the warehouse, get the correct part for the year, and get back to you quickly can be impossible and U.S are forced to reschedule!
Main error n. 3: What do you drive? Do you have 2 or 4 doors, sedan, convertible coupe, etc.? Is the model new? (eg, as in NEW Optima vs Optima). Is your model an Explorer … or an Explorer Sport Trac? If a customer says they have a Jeep, U.S I need to know if it is a Cherokee, Grand Cherokee, or Wrangler. To top it off, a Cherokee has 2 and 4 doors that each might require different glass. Do you have a Kia Rio? Or is it in Rio5? Well, you get the idea. It matters … really!
Main error n. 4: How much? Typically, a quote looks like this: “$ 150 plus tax, so $ 163.88 out the door.” Gold U.S You could say, “The total going out the door is $ 163.88 which includes tax.” But that funny little word gets quite lost in translation. Then a client goes to pay and says, “but I was quoted $ 150 …” The “plus taxes” is not heard. What most customers don’t realize is that in this industry most auto glass stores will list “that will be $ 150” … before sales tax is included. Then after work, they tell you $ 163.88, so the customer is understandably upset that it’s not what they were quoted when they called. ALWAYS ASK “DOES THAT QUOTE INCLUDE THE SALES TAX?”
Main error n. 5: The arrival time is when? U.S always be careful with this little prayer because U.S Know how busy you are and how every minute of every day is full for everyone! The time is gold! Given that U.S they are not the cable company (you know, “be there between 8 am and 6 pm”) U.S like to give an arrival time. But the miscommunication is that the assumption of the given arrival time is in the mind of the customer; the technology will come and be ready at that time. But what most clients don’t know is that sometimes the installations just don’t go as planned. Technicians can be there for one to four hours if problems arise. So arrival time is just that, when the technology will arrive … and now the fun begins. Just relax inside and U.S It will fix everything for you! But please DO NOT schedule your day so that you are driving it immediately after the technology is over … NO! That is NOT SAFE !! There is a “safe time to drive.” Every vehicle is different … ask!
TOP 5 ERRORS MAKE YOU BE ON A PHONE CALL MORE THAN YOU WANT WITH U.S –WASTE YOUR VALUABLE TIME!
That is all! Top 5 mistakes that can and will occur if they are not properly handled and communicated between you, the prospect, and the glass shops / technicians.
So REMEMBER the TOP 5:
1. Windshield or rear glass? Doorglass … on which side? (front, rear / rear, passenger, driver?)
2. What year is your vehicle?
3. What make / model / style is your vehicle?
4. What is your “out of the door” (otd) date? Make sure you include sales tax.
5. What is the arrival time and “safe departure time”?
Next article … “The 5 main errors in insurance claims”
Future article … “Decoding the Vin # Know exactly what year your car is”