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A Publication of Key Communications Inc.

www.agrrmag.com • www.glassBYTEs.com™

November/December 2012 Volume 14 • Issue 6

Subscribe atwww.glass.com/subcenter

November/December 2012 Volume 14 • Issue 6

The State of the Industry...

Surefire New Ways to ExpandYour Auto Glass Business

...The Truth about Auto Glass

Networks Revealed

Auto Glass WinnersInside the Auto Glass Week™ Competitions, News from the Conference and Products from the Exhibition/Extravaganza

Auto Glass WinnersInside the Auto Glass Week™ Competitions, News from the Conference and Products from the Exhibition/Extravaganza

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Contents© 2012 AGRR Magazine. All rights reserved. No reproductionof any type without expressed written permission.

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6 Cutting Edge new car installations

8 Customer Service tips for quality service

10 AGRReports breaking news

12 Price Points competitive pricing and stats

14 Insurance Talk policy briefs

16 The Showroom new products

41 Industry Insiders people in the news

42 Showcase directory of suppliers

43 On the Road calendar of events

43 Advertising Index index of advertisers

44 Off the Line oem news from detroit

38 Ask the Doctor helpful hints

40 WGRReports repair news

— F e a t u r e s — Volume 14 • Issue 6 November/December 2012

C o l u m n s

D e p a r t m e n t s

W i n d s h i e l d a n d G l a s s R e p a i r

©2012 by Key Communications, Inc. All rights reserved. AGRR (USPS 020-897) is published6 times per year (bi-monthly) by Key Communications Inc., 385 Garrisonville Road, Suite116, Stafford, VA 22554; 540/720-5584; fax 540/720-5687. Advertising offices listed onpage 4. Unsolicited manuscripts and other materials will not be returned unless accom-panied by a self-addressed, stamped envelope. All contents are ©2012 by Key Communi-cations Inc. Neither publisher nor its representatives nor its subcontractors assumeliability for errors in text, charts, advertisements, etc. and suggest appropriate compa-nies be contacted before specification or use of products advertised or included in edi-torial materials. Views and opinions expressed by authors are not necessarily those of thepublisher. For permission to reprint, contact editorial offices. Printed in the U.S. Post-master: SEND ADDRESS CHANGES TO AGRR, P.O. Box 569, Garrisonville, VA 22463. ©2012by Key Communications, Inc. No reproduction permitted without expressed written per-mission of the publisher. Periodicals postage paid at Stafford, VA, and additional post of-fices. Questions? Call 540/720-5584.

A New BusinessItch to Scratch? Au t o g l a s s c ompan i e s whoh a v e do ne w i nd s h i e l ds c r a t c h r e p a i r f o r d e c a de sa r e f i nd i ng f l a t g l a s ss c r a t c h r emo v a l t o b e ad i f f e r e n t w o r l d , b u t a go o dnew s o u r c e o f r e v e nu e.

Auto Glass Week in ReviewAt t e nde e s a t Au t o G l a s sWe e k™ 2 0 1 2 c ame t oL o u i s v i l l e , K y. , r e a dy t ol e a r n ; f r om b u s i ne s s t i p sa nd a s s o c i a t i o n u p da t e s t onew p ro duc t l a u nc he s a ndt he r e p a i r a nd r e p l a c emen tc ompe t i t i o n s , t h i s j am -p a c ke d e v e n t he l ds ome t h i ng f o r e v e r y o ne.

Traveling on theRoad to Recovery Auto g l a s s expe r t s ana l y zethe p rev ious yea r ba sed onthe economy, m i l e s dr i venand wea the r to be t te r p red ic twhat to expec t i n 2013 .

Network ValuesHow do a u t o g l a s s ne two r k sde t e rm i ne whe r e t he y ’ l lr e f e r a g l a s s r e p a i r o rr e p l a c emen t ? How do t he ya im t o o f f e r v a l u e t o t he i rc l i e n t s ? R e a d o n f o r i n s i g h ti n t o how y o u r a u t o g l a s sne two r k s w o r k .

A+ Add OnsT he s e t o o l s c a n he l p y o uex p a nd y o u r b u s i ne s s t or e p a i r i ng de n t s a nd d i ng sb e y o nd t he w i nd s h i e l d .

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WIRE/LINE/FIBER AUTO GLASS REMOVAL TOOL

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Publisher Debra A. LevyExtension 111 • [email protected]

Interim Megan HeadleyEditor Extension 114 • [email protected]

Contributing Penny StaceyEditors Extension 148 • [email protected]

Ellen RogersExtension 118 • [email protected]

Assistant Kaitlan MitchellEditor [email protected]

glassBYTEs.com™ Casey NeeleyEditor [email protected]

Managing Dawn CampbellEditor Extension 150 • [email protected]

Graphic Ashley WeaverArtists Extension 132 • [email protected]

Caroline SmalleyExtension 134 • [email protected]

Advertising Nickie LivelyCoordinator Extension 131 • [email protected]

Events Tina CzarManager Extension 115 • [email protected]

Event Ally CurranCoordinator Extension 133 • [email protected] Holly Biller, vice presidentDirector Extension 123 • [email protected]

Customer Janeen MulliganRelations Mgr. Extension 112 • [email protected]

Web Bryan HoveyDeveloper Extension 125 • [email protected]

Video Chris BunnProducer Extension 121 • [email protected]

Administrative Erin HarrisAssistant Extension 0 • [email protected]

Contributing Jamie Browning Rich CampfieldColumnists Russ Corsi Alan Epley

Dale Malcolm Carl TompkinsKerry Wanstrath

Published by Key Communications Inc.385 Garrisonville Road, Suite 116Stafford, VA 22554540/720-5584; fax 540/720-5687

Advertising Offices:Midwest Lisa Naugle

Associate [email protected] 312/850-0899Fax 312/277-2912

Northeast & Contact Publisher DirectlyEastern Canada Debra Levy

[email protected] 540/720-5584, Ext. 111Fax: 540/720-5687

Southeast Scott [email protected] 770/664-4567Fax 770/740-1399

West Coast & Josh LentzWestern Canada [email protected]

Phone 206/283-6762Fax 888/786-8777

Europe Patrick [email protected] Kings RoadWestcliff on SeaEssex SS0 8PH ENGLANDPhone (44) 1-702-477341Fax (44) 1-702-477559

China & Asia Sean [email protected], Block 17, Wuyimingzhu, No.6 Jinshan Road Fuzhou, Fujian, 350001, China.Phone (86) 591 83863000

All Others Contact Publisher Directly

4 AGRR November/December 2012

Thank you to our sponsors for their support and generous donations to Auto Glass Week™ 2012!

Without them, this one-of-a-kind, top-notch event would not be possible!

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GETTING STARTED:For vehicle and glass prepa-

rations please refer toAGRSS/ANSI 002-2002 as wellas your adhesive manufac-

turer’s recommendations. Inspect thewindshield for defects and any con-tamination that may compromise thebonding of the adhesive. Also look forany distortion, scratches or defects onthe glass or moulding. Make sure totest the rain sensor before removal.Remove the rearview mirror by

gently sliding the mirror cover apartto access the electrical plug and dis-connect it carefully. Tilt the mirrorupward, loosen the set screw andslide the mirror upward off of thebracket. If the vehicle is equippedwith a moisture sensor, remove italso. To remove the A-pillar coversstart at the top and work your waydown releasing the clips. Unplug thespeaker and set the cover on a cleansurface. Keep in mind, the tether clipat the top must be replaced upon re-moval. Moving to the outside of thevehicle, remove the wiper nut coversand remove the wiper nuts, notingwhich is the driver’s side and which isthe passenger’s side. To remove thecowl panels, first remove the eightpanel clips and four retainers. Next,remove the weatherstrip, front com-

partment sight shields from bothsides and the front cowl extension.

REMOVAL:For the sides and top of

the windshield, a cold knifeor power tool can be used,as can wire. For the bottom,

a power tool or wire can be used. Keepin mind that there is no one correctmethod of removal. The technicianshould use the tool with which he feelsmost comfortable and the one thatachieves a safe removal, both for thevehicle and the technician.

PREPARATION:Trim the existing ure-

thane bead, leaving it 1 to 2millimeters (mm) in height.Use your adhesive manufac-

turer’s pinchweld primer to prime allscratches that may exist and allow forproper drying according to your adhe-sive manufacturer’s recommendations(G.M. 3651G). Please note that only thefull-cut method is permitted by theAGRSS/ANSI 002-2002 Standard.

PLACEMENT:Dry-fit the newwindshieldand mark it properly to en-sure the correct settingprocedure. Prepare the

windshield according to your adhesivemanufacturer’s recommendations, andthen apply the adhesive and install thewindshield. GM recommends using atip for the urethane that is cut at a 60-degree angle and is 14 mm wide andtall. Make sure the deck height is cor-rect and the markings on the wind-shield line up with those that wereapplied on the body during the dry set.Torque the wiper arm nuts at 20 New-ton meters or 17 pounds per inch.

FINISHING TOUCHES:Install the cowl, wipers and

mirror in reverse order. Besure to check the rain sen-sor, if equipped, and wiper

operation before returning the vehicleto the owner. Check the A-pillar speak-ers for sound and check the doorweatherstrip. Check for any leaks andbe sure to inform the vehicle owner ofthe safe drive-away time according tothe adhesive manufacturer. Also besure to record all lot numbers from theadhesive, VIN number and primers, aswell as the DOT number from thewindshield. �

�Jamie Browning was the gold medalistin the 2009 Pilkington Classic Auto

Glass Technician Olympics.

T h e C u t t i n g E d g en e w c a r i n s t a l l a t i o n s

REPORTS FROM THE FIELD:Always wear proper eye and hand protection while working on the vehicle. In-

form the vehicle owner of the cure time and any other additional precautions be-fore installation. Always return the vehicle to manufacturer’s specifications. Protectall interior and exterior portions of the vehicle to prevent any damage.

2012 Cadillac SRX

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C u s t o m e r S e r v i c e

[email protected]

The World of Politicsby C a r l Tompk i n s

BY THE TIME THIS ARTICLEreaches you, you should bewell engulfed in the arena of

politics as we wrap up the 2012 votingfor the next president of our country.So how did you vote? From the verystart of the campaign, I believed thatjust about anyone running for presi-dent could beat Obama. However, themore that the competingcandidates talked, thegreater my doubts grew.What a mess we’re in. Attimes, I have the feeling thatthe winner of this election isgoing to be the next loser.Oh, the world of politics!

Blood Suckers?Myattitude toward politics was tick-

led a dash when I heard a speaker pro-vide this definition: “‘Poli’ in the Latinstands for any or all, while ‘tic’ is ablood sucking creature.” Upon furtherinvestigation, the true meaning andessence of politics is the act of living to-gether as a group or community.Whether we like it or not politics, bydefinition, causes everyone to be in-volved, and it is our duty to do what wecan to make “community” work andwork well, whether we are referring toour country, our town, our local churchor service club, or our industry. Whatfollows are the leading subjects thatcause the term “politics” to have a badreputation, both in government andbusiness, and what we can do to turnthe image around to mean somethingpositive and significant for everyone.American author, columnist and

radio commentator Cal Thomas oncestated: “One of the reasons peoplehate politics is that truth is rarely a

politician’s objective. Election andpower are.” While this represents oneparticular opinion, it is safe to say thatthe element of “truth” is critical. I’vefound that where truth fails to lead,trust fails to follow. To avoid this nega-tive connotation of politics in business,make sure that truth prevails. When“trust” is lost, so is the business.

Yahoo ran a voter survey askingwhat it was that people disliked mostabout politics. The top answer revolvedaround the negative press supplied bythe media. When the political news re-volves around only the negative ele-ments of any given situation, it leaves alasting negative impression upon theaudience. As a result, people have a bad feel-

ing about politics. The subject arenahere easily can fall within the boundsof integrity. In business, all too oftenthere arises idle gossip or formal pre-sentations of half-truths, which can bevery unjust and damaging to the vic-tim. A very simple rule to enforce andlive by is to never allow a comment tobe made that you would not be willingto make while in the presence of theperson being discussed.

The National Post in January of thisyear offered an insightful report on the“greed” that has corrupted politics aswell as corporate America. It has led toan all-time high in distrust felt by Amer-

icans nationwide. Greed is a nasty sub-ject in all cases because it benefits thefew while devastating the many.

Doing the Right ThingIn business, the simple yet power-

ful Golden Rule applies. When fol-lowed, it allows for the most effectivethinking toward goals and problem-

solving. A great proof comesthrough the late Chuck Col-son, as he shared a greatstory during his daily com-mentary, “Break Point.” The story goes that while

attending a business confer-ence in Minneapolis thatcentered on “doing the right

thing,” following the 2008 economiccollapse, Steve Tourek of Marvin Win-dows shared how his company facedthe need to take drastic financial meas-ures to protect their profitability, havingbeen so negatively affected by the de-cline in housing starts. The overridingconsideration, though, was the impactthat layoffs would have on the commu-nity—homes, schools, restaurants, etc.Everyone would be hurt due to the sizeof Marvin Windows’ employment. Thedecision was to reduce dividends andfor top management to take less in-come, while asking all ranks of employ-ees to share in some of this sameburden. When truth, integrity and the

Golden Rule prevails in politics, poli-tics becomes a good thing from whichwe all will benefit. �

�Carl Tompkins is the global marketingresources manager for SIKA Corp. in

Madison Heights, Mich., and the author of“Winning at Business.”

t i p s f o r q u a l i t y s e r v i c e


“Whe t h e r we l i ke i t o r n o t ,p o l i t i c s by d e f i n i t i o n c a u s e seve r yone t o b e i n vo l ve d , a n di t i s o u r d u t y t o d o wha t we

c an t o make ‘ c ommun i t y ’wo r k a nd wo r k we l l …”


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1414 Commerce Park Drive, Tipp City, Ohio 45371Toll Free: 1-800-273-1535www.creativeextruded.com

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A G R R e p o r t sb r e a k i n g n e w s

p o w e r e d b y

Lynx Services Amends Contract Services Agreement

N E T W O R K N E W S

PITTSBURGH-BASED LYNXServices has amended its con-tract servicesagreementeffective

September 12. The most notable addi-tion to the agreement is the availabilityof online scorecard access for shops.These scorecards will provide auto glassshops with performance records basedon a variety of factors called key per-formance indicators (KPIs).

KPIs will include a customer serv-ice index (CSI) and warranty fre-quency/performance. Lynx officialsclaim CSI scoring will be based oncustomer surveys gathered from morethan 50 percent of the claim servicesLynx dispatches in auto glass. Like-wise, warranty scores will be based onthe total number of customer war-ranty complaints from dispatchedwork when compared to the totalnumber of claims invoiced during thesame evaluation period. Scoringbased on these KPIs will help shopsachieve the distinguished performer

designation. This scoring will be avail-able on Lynxs’s Metryx database.

“The performance of any one com-pany may change over time. For exam-ple, today’s distinguished performermay not sustain a distinguished levelof performance or commitment tocustomers. Likewise, program partic-ipants may improve their results overtime, qualifying them for the distin-guished performer designation. Inshort, the distinguished performerdesignation is one that must be con-tinually demonstrated,” said a state-ment from Lynx.

“The model has been in the marketnow for quite some time; we are sim-ply extending the benefits of thatmodel,” Chris Umble, vice presidentof strategic initiatives, told AGRR™magazine. “We will always continueto honor customer choice; when thecustomer asks for assistance in therecommendation of a shop we areable to offer a shop that’s best in class.

What it does is reward with opportu-nity of referral the companies thathave invested in training to earn thatbest in class performance.”

According to Umble, the new pro-gram offers incentives for distin-guished performers.

“[The program] intention is toprovide a constant motivation forshops to focus on the customer andbest in class practices,” he says. “Oneof the questions that we have hadposed [to us] is ‘why should I investin the AGRSS standard? … This is ananswer to that. This says if you are abest-in-class provider, you will havemore opportunity for referral. We be-lieve that’s healthy for the industryand positive for customers. There-fore it was believed it is for the gen-eral best interest of the industry andpublic.”

Shops will be evaluated quarterly,allowing for improvement of scores.Assessment periods will last for twoconsecutive calendar quarters; at thistime, companies may receive a po-tential change to the distinguishedperformance level.

Repair shops will see a different ef-fect from the change.

According to company officials,“The repair-only participants in theLynx Services participants glass pro-gram will continue to be measured ina very similar manner to replacementcompanies. For repairs, performancestatistics will continue to emphasizethe rate at which a repair companyminimizes conversion of repair dis-patches to replacements. Althoughthe logic is in place, the repair KPI re-sults will not be made available on-line to be viewed by participants.”


G R E E N N E W S

JN PhillipsWindshield RecyclingProgramValidated by UL Environment

Greenshield, the windshield recycling program from JN Phillips Auto Glassin Woburn, Mass., has renewed its verification as a “Validated Auto GlassReclamation Program” by Underwriters Laboratories (UL) Environment. Theprogram was originally validated in 2011. UL Environment audits the companywith inspections and reviews of documentation.

“We are proud that our GreenShield recycling program continues to repre-sent the highest industry standards. It was very important for us to work witha partner such as UL Environment, a leading environmental claims company,to help set high standards for the auto glass recycling industry and deliver as-surance for our recycling promise,” says Robert Rosenfield, CEO of JN PhillipsAuto Glass.

According to the company, Greenshield has prevented five million poundsof glass and plastic from being dumped in a landfill.�� www.jnphillips.com


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C O M P A N Y N E W S

Safelite ReleasesAddendum to NetworkParticipation Agreement

Safelite has added an addendum tothe company’s network participationagreement. The addendum featuresthree changes. The first change requiresparticipants to comply with insuranceand fleet company’s program require-ments or marketing guidelines, includ-ing only using trademarks, logos andother intellectual property when au-thorized. In addition, the amendmentrestricts participants from offering any-thing of value to insurance agents orpersonnel in return for referral work.

The second change to the agree-ment concerns participants’ use offelons on jobs. The new amendmentrestricts participants from knowinglypermitting any employees who areconvicted felons or could pose a risk toothers, from completing work on jobsin accordance with the agreement. Allparticipants, employees and permittedcontractors are required to meet back-

ground check criteria.The final change to the agreement

requires the participant to provide toSafelite a certificate of insurance, whichdesignates Safelite Solutions as a cer-tificate holder. The certificate is re-quired to be updated when renewed orif there is a change in coverage. Safeliteis requiring that they are notified 30days in advance, “should any coverage

by cancelled or revoked for any reason.” �� www.safelite.com

Guardian AutomotiveProducts Opens CharlotteDistribution Center

Guardian Automotive Productsopened a new distribution center inCharlotte, N.C. This is the third distribu-tion facility to open within the last year.The center will stock more than 5,000different parts including windshields,side lites, backlites and installation sup-plies. The 20,000-square-foot facility willservice Charlotte as well other parts ofNorth and South Carolina.

“Our goal is to grow a nationwide au-tomotive distribution network,” saysScott Billings, director of distributionoperations for Guardian Automotive.“Charlotte is our 13th distribution centerand fills a void for us in the Southeast.We’re excited about our growth oppor-tunities here.”�� www.guardian.com/GuardianAutomotive �

www.agrrmag.com November/December 2012 AGRR 11

AGRR™Magazine Releases New Tablet AppsAGRR™ magazine, published by Key Communications Inc., has

released its first mobile application into Google Play (previouslycalled the Android marketplace) and Apple-owned App Store. Theapp delivers the current issue of AGRR magazine to iPad, iPhoneand Android devices. “We are delighted to have the opportunity to present our publication in yet another

enhanced format for our readers,” says Debra Levy, publisher of the magazine. “Nowthe free App is available for smartphones and tablets, and we wanted the most recentissue to demonstrate just a sampling of the enhanced media and news efforts readerscan expect from AGRR.” “AGRR has had digital editions available for the auto glass industry starting back

in 2007,” adds Holly Biller, vice president of media services for AGRR. “We’ve come along way in that time and have continually raised the bar to provide the news inevery medium our readers request it. The app unveils the next level of what we canprovide to our readers and advertisers.”To download the app, simply search for AGRR magazine.

The PipeKnife Co. has purchased the exclusive marketing and selling rights tothe Reid auto glass tool line from White River Knife. PipeKnife began order entry,shipping and customer support services in early September. �� www.pipeknife.com… Auto glass manufacturer Pilkington has been notified of Indiana OccupationalSafety and Health Administration (OSHA) safety violations. The company was fined$150,000 for six violations at the end of July and in August fined $453,000 for ad-ditional violations. “The Shelbyville, Ind., plant was inspected by IOSHA in March2012. IOSHA issued certain safety related citations relating to this inspection, someof which were corrected immediately. The remaining citations raised by the IOSHAinspectors are being evaluated for opportunities to enhance existing programs in linewith our constant desire and push for continuous improvement in the safety of ourworkplaces,” read a statement by Pilkington.

B R I E F L Y …


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P r i c e P o i n t sc o m p e t i t i v e p r i c i n g a n d s t a t s

FOR ITS RECURRING PRICEPoints department, AGRR™surveyed five major cities in the

United States for the windshield re-placement on a 2011 BMW Z4 with arain sensor. As usual, the companieswere told that insurancewill not be in-volved and the customerwishes to payfor the windshield out of pocket.

AGRR also asked shops to break outparts and labor. When available, this isnoted at right. Cases where the shopsdid not provide the breakdown—orprovided only a portion of it—arenoted accordingly. �

2011 BMW Z4

Calling All Readers

Is there a car you’d like to see featured in

Price Points? Please [email protected]. Total Price Glass Price Glass % % off

off NAGS NAGS TotalNational Average $444.16 $313.91 -52.3 -49.4National Median $460.00 $330.00 -49.8 -47.6

NAGS Part No. FW03113 • 5.5 Labor Hours (calculated at $40 per hour)NAGS Part Price: $657.50 NAGS Total: $877.50

Atlanta, Ga.Total Price Glass Price Labor Glass % % off

off NAGS NAGS TotalShop #1 $460.00 $320.00 $75.00 -51.3 -47.6Shop #2 $459.00 N/A N/A N/A -47.7Shop #3 $345.00 $275.00 $75.00 -58.2 -60.7Shop #4 $513.00 N/A N/A N/A -41.5Average $444.25 $297.50 $75.00 -54.8 -49.4Median $459.50 $297.50 $75.00 -54.8 -47.6Las Vegas, Nev.

Total Price Glass Price Labor Glass % % off off NAGS NAGS Total

Shop #1 $500.00 $400.00 $80.00 -39.2 -43.0Shop #2 $350.00 N/A N/A N/A -60.1Shop #3 $350.00 $300.00 $50.00 -54.4 -60.1Shop #4 $323.66 N/A N/A N/A -63.1Average $380.92 $350.00 $65.00 -46.8 -56.6Median $350.00 $350.00 $65.00 -46.8 -60.1Lincoln, Neb.


Shop #1 $464.72 368.95 60.00 -43.9 -47.0Shop #2 $406.60 N/A N/A N/A -53.7Shop #3 $474.82 $358.00 $65.00 -45.6 -45.9Shop #4 $512.46 $398.19 $65.00 -39.4 -41.6Average $464.65 $375.05 $63.33 -43.0 -47.0Median $469.77 $368.95 $65.00 -43.9 -46.5Los Angeles, Calif.


Shop #1 $440.00 $310.00 $135.00 -52.9 -49.9Shop #2 $492.20 $368.00 $92.00 -44.0 -43.9Shop #3 $460.00 $350.00 $60.00 -46.8 -47.6Shop #4 $577.00 $330.00 $200.00 -49.8 -34.2Average $492.30 $339.50 $121.75 -48.4 -43.9Median $476.10 $340.00 $113.50 -48.3 -45.7New York, N.Y.


Shop #1 $591.90 N/A N/A N/A -32.5Shop #2 $489.93 $250.00 $200.00 -62.0 -44.2Shop #3 $299.40 $165.00 $110.00 -74.9 -65.9Shop #4 $373.43 N/A N/A N/A -57.4Average $438.67 $207.50 $155.00 -68.4 -50.0Median $431.68 $207.50 $155.00 -68.4 -50.8

* For columns with N/As included, only the data available was averaged.

2011 BMW Z4



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ALPINE GLASS OF MINNEAPO-lis, Minn., has won an arbitra-tion award against the United

Services Automobile Association(USAA) in the amount of $137,019.This decision, awarded on August 27,is the most recent win in a string of ar-bitration victories Alpine has hadagainst several third-party administra-tors alleging short pay (see Septem-ber/October 2012 AGRR magazine,page 16).The dispute arose between the

two companies when, according tothe memorandum from the

amended arbitration, USAA “refusedto pay the full amount of [an] in-voice, asserting that the price of theglass part [windshield] was ‘grosslyinflated.’”Mike Reid, president of Alpine Glass,

says, “We made every attempt to worksomething out with USAA but they areone of the most uncooperative insur-ers I have run across in my 20 years inbusiness.“[The] USAA [award] is important

because we won 100 percent of whatwe were seeking,” Reid continues.“When we go into these cases, the

burden of proof is on us to prove thatour price is fair. In every instance wehave proved that and therefore wehave won in every single instance.”Reid considers this another vali-

dation for not only his company, butalso the auto glass industry as awhole. He hopes Alpine’s consistentpush against short pays helps othermembers of the industry see thatthey do not have to accept unreason-able payments from insurance thirdparties.Alpine’s attorney, Chuck Lloyd of

Livgard & Lloyd, says, “Alpine is notthe exception; glass companies havehad success in pursuing short payclaims. Although not uniformly acrossthe board, the vast majority of claimsasserted by companies, certainly inMinnesota, have resulted in addi-tional payments.”“What helps is [other industry

members] knowing that there is aremedy to get paid what’s fair andreasonable and to recoup what theshort pay is,” says Reid. “That’s myend goal; so the glass industry isaware that because you bill out $1,000and the insurance company pays you$400, you don’t have to eat that $600short pay.”Reid says Alpine will continue to

bring legal action for fair payments.“We will continue to collect what is

owed to Alpine even if that meansmore arbitration,” states Reid. “Ourfirst goal is to work out a deal that is fairto us and the insurers but when insur-ers such as USAA don’t respond itleaves us no choice but to go througharbitration.”USAA officials declined to comment

on the decision. �

p o l i c y b r i e f s

I n s u r a n c et a l k

Alpine Glass Receives $137,000 ArbitrationAward Against USAA Insurance

C O M P A N Y N E W S

The Insurance Institute for Highway Safety (IIHS) has developed a new formof crash testing intended to help consumers determine the safest vehicle topurchase. In the past IIHS has used frontal crash testing to determine the safestvehicle in an accident. However, after noting the inability for frontal crash test-ing to accurately depict the safety of the vehicle in all crash situations, theIIHS has introduced overlap crash testing.

In the small overlap front test the IIHS measures what happens when thefront corner of a car collides with another vehicle or object.

“Twenty-five percent of the vehicle’s front end strikes a 5-foot tall rigid bar-rier at 40 mph,” says IIHS in a status report on the testing. “To provide effec-tive protection in small overlap crashes, the safety cage needs to resist crashforces that aren’t tempered by crush-zone structures.”

The report tells the story of Hollyn Mangione, who was injured in a smalloverlap front crash.

“The driver’s space was compromised by intruding structure. The A-pillar,hinge pillar and forward portion of the window frame were driver rearward andinboard as the wheel and tire were forced rearward,” reads the report.

IIHS’ status report stresses the importance of the airbag and movement ofthe surrounding structure during an overlap front crash.

“Safety belts and airbags are important in any crash configuration, and theyare especially taxed in small overlap frontal crashes,” reads the report. “Whencars strike the test barrier they tend to move sideways away from it, and the in-terior structures including the driver door, side window and A-pillar move in thesame direction. The test dummy, however, keeps moving forward into the pathof the sideways-moving interior structures.”

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R E M O V A L T O O L S

Equalizer® Launches20Volt Camo Power Tool

Equalizer® has launched an all-new,cordless powered auto glass removal tool,the Equalizer® Ambush™. This powerfulnew tool features a 20-volt lithium-ionbattery that slides securely into the tool.

The manufacturer says its camouflagetool has a smaller frame than other pow-ered removal tools so that the user canget into those tight spaces and workaround A-pillars, dashes and rooflineseasier. The Ambush™ also comes stan-dard with Equalizer®Hydroblade™ tech-

nology that hold water onto the surfaceof the blade to reduce drag while cutting,making cutting through tough urethaneeasier than ever. �� www.equalizer.com

Soft, Flexible Spider Makesfor Efficient Removal

Glass WRDhas introducedtheWRD Spider001S fiber lineremoval device.The device wasdesigned forsafe and effi-cient auto glass removal. According to themanufacturer, the compact designmakes the device easy to set-up and han-dle. It operates with a cordless drill.

The WRD Spider high-tensile strengthcutting line can be used for multiple re-movals. It is soft and flexible, in order toeliminate the potential for damage to theinterior and exterior of the motor vehicle.�� www.wrdglasstools.com

Glass Technology’s LatestTool Strips Glass Quick

Glass Technology Inc. designed itsStripper™ to make the windshield re-moval technician’s job easier than ever,while reducing the potential for dam-age to the vehicle. The Stripper™ usesthe company’s standard steel wire orits proprietary ZipLine™ reusable cut-ting cordwhile incorporating a uniquepulley system that allows for speedyglass removal. The manufacturer says

its tool prevents unnecessary damagecaused by standard blades and knives,and is perfect for vehicles with limitedor no molding.�� www.gtglass.com

A.N. Offers OptionsA.N. Designs Inc. offers plenty of op-

tions when it comes to blades. Thecompany’s UltraThin blade comes in5006-M with 2-inch cut size. Where the1 ½-inch XL blade doesn’t fit, this 2-inch UltraThin XXL works in smallareas of thick urethane that needs to beaccessed from the outside. A leverknife can be attached to the blade.

The interior blade comes in 5502-Mwith 1-inch cut length. Due to the in-creased use of the Ram/Dakota inte-rior blades for quarter glass removaland other interior needs, the companyadded a 1-inch cut length. The addedlength gives the technician additionaloptions with interior quarter glass re-movals, according to information fromthe company.

The long knife comes in 4024-L with24 inches cut length, and works well onextra deep dashboards. �� www.ultrawiztools.com

n e w p r o d u c t st h e s h o w r o o m

R E P A I R T O O L S

Pro PacksMakesWindshield Repair MoreMobileDelta Kits Inc. has introduced the new On-the-Go Pro Pack. The carryall was de-

signed to provide windshield repair technicians with streamlined mobile storage fortheir tools and supplies. The Pro Pack comes equipped with 11 individual pouches tohold bridges, resins, injectors, drills and various other accessories securely in place.Inside the central pocket of the Pro Pack are four elastic bands that can be used tohold pens, extra injectors, scribes and other small tools. In addition to providingconvenience, the Pro Pack can be customized; the assorted pouches and elastic bandscan hold windshield repair tools and accessories in a near-limitless array of config-urations. This gives technicians the freedom to organize tools to their preference.

The Pro Pack is made of ruggedwater-resistant material, and thepockets are sewn tight to prevent toolslippage. Using a strong spring-steelclip, the Pro Pack is quickly attachedand detached from the technician’sbelt or, for a more secure option, theextra wide belt loop slips over belts ofany size. The spacious storage capac-ity eliminates the need for heavy toolboxes and large tool caddies.�� www.deltakits.com



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S E A L A N T S A N D A D H E S I V E S

Dinitrol AdhesiveApplied Direct to Glass

Dinol explains that its Dini-trol Direct is a one component,cold-applied, non-conductiveurethane adhesive system thatcan be applied to glass withoutprimer. The high viscosity ure-thane adhesive reportedly isfast curing with high elasticityand strength. �� www.dinitrol.com

New Urethanes SpeedWindshield Installation

The Icon urethane adhesive fromSRP offers a 30-minute crash testvalidated drive away times down to0° Fahrenheit. The SRP Icon is also

rated high modulous and low con-ductive; the high modulus formulaadds torsional stiffness to the vehi-cle and helps protect embeddedelectronics.

For technicians looking to goprimerless, the Edge urethane adhe-sive is a cold-applied one part thatcan be used with or without a glassprimer.�� www.shatrproof.com

R E P L A C E M E N T P A D S

GGG Adds to its Lineof SensorTack Pads

GoldGlassGroupofBohemia,N.Y., isadding to its line of SensorTack ReadyPads. These ready-to-go silicone re-placement pads are an alternative to theOE spare part, according to company in-formation. SensorTack Ready Pads work

well in all temperature conditions, espe-cially in the cold. Their surface is non-adhesive and can be applied easily.�� www.gggcorp.com

C O M P O N E N T S

Burco Makes MirrorReplacement a Breeze

The Redi-Set-Go® replacementmirrors from Burco Inc. feature a pre-applied motor mount designed tomake installation a snap. The manu-facturer says that every shape, radiusand feature is an exact match to theOEM mirror. More than 4,500 vehicle-specific mirrors are available, fromhigh bend convex, blue glass toheated-signal. �� www.burcoinc.com

continued on page 18

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Marcy Keeps It UniversalEven around Tight Corners

Marcy Adhesives says that its mould-ings fit snugaroundcorners, andwill notroll off edges, begin to notch or have thecap curl up even when fitted aroundthose tight corners. Producedwithanewblend of synthetic rubber and a uniquechanneldesign, thesemouldings remainflexible in cold weather, and will notfade, shrink or crack. The product isavailable with or without butyl, and ineight different profiles.�� www.marcyadhesives.com

R E S O U R C E S

Sika Reformats Its Safe-Drive-Away-Time Chart

Sika Corp. has issued a reformat-ted safe-drive-away-time (SDAT)chart that is more easily readable

than previous versions, and reflectsthe company’s current line of AGRproducts.

This new chart reflects the SDAT foreach Sikaflex® and SikaTack® AGRproduct that is currently available.These include both hot-applied andcold-applied products, as well as ad-ditional information on the impor-tance of “No Shortcuts to Safety.”Separate SDAT charts for SikaTITAN®

products are available to determineSDAT of these primerless products.

In addition, the company haslaunched two product literaturepieces for its transportation OEMand appliance and components mar-kets. The brochures include the com-pany’s portfolio of sealant andadhesive technologies, general appli-cation solutions for sealing andbonding by sub-market segments, as

well as additional product technicaldata information.�� www.sikausa.com

D I S P E N S I N G T O O L S

Meritool Adds toIts PowerPush Line

Meritool is nowmaking available itsPowerPush5000® fordispensing 10ouncecartridges and 300-,400- and 600-mlsausage sizes. Thecordless dispensingproduct includes a 14.4 volt environ-mentally friendly NiMH battery and 120volt AC charger with cord; the sausagedispenser also comes with two of thecompany’s SuperPistons™.�� www.meritool.com �

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Phil Nungesser, owner of ClearVi-sion Auto Glass & Headlights inAtlanta, has been doing wind-

shield repair work for about seven yearsnow. As the company’s name implies,Nungesser isn’t reluctant to expand intodifferent markets. He recently decidedit was time to consider expanding his

services again, and flat glass scratch re-moval seemed an obvious place to look.

“I was looking to expand my busi-ness because the automotive side of[glass repair] can be up and down attimes,” Nungesser says. A little re-search showed that few companieswere providing flat glass scratch re-

moval in his area. “I knew that therewas a good market,” he says.

Pat Mannen, owner/operator ofGlass Mend in Seattle, has been doingwindshield and chip repair for about20 years now, and several years ago ex-panded to add flat glass scratch re-moval to his business.

“I decided to do [flat glass scratchremoval] to have another avenue of in-come and it turned out to be very lu-crative for me,” he says. Mannen cannow offer customers a range of repairsurfaces from smoothing out wiperscratches to polishing scratches on an-tique cars. Going from autos to remov-ing graffiti on flat glass and mirrorscratch elimination seemed like an ob-vious transition.

“I would always rather restore than re-place,” says Don Dickson, owner/opera-tor of Glass Technology WindshieldRepair in Hereford, Ariz. “I do windshieldrepair, have been doing it for 20 years,and now everybody and their brotherand sister is into the same line of work.”

Dickson, too, is looking to furtherdifferentiate his business by doingwindshield wiper scratch removal butsees the possible overlap from auto tohome scratch repair. “I don’t want to doa restoration of a big complex,” he says.“If somebody has a scratch, I want tobe able to remove that scratch, that’sit.” It makes sense that the mobile tech,while repairing a crack in the carowner’s driveway, can see and poten-tially repair the chip in that same cus-tomer’s living room window.

Michael Keen, owner/operator ofGlass Guardians in Chicago, beganscratch removal three years ago with aslightly different focus. “Actually wewent in with the general purpose ofcommercial scratch removal andveered off into cars,” he says.

With the right equipment andproper training, there’s no reason awindshield repair technician can’t addflat glass scratch removal to his list ofservices (and vice versa). Yet, just be-cause the skills are transferable doesn’tmean there aren’t some considerationsto keep in mind when going from au-tomobiles to buildings.

A NewItch to

Scratch?Auto Glass RepairCompanies Find NewRevenue in Flat GlassScratch RemovalBy Megan Headley


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For Keen, reaching customers in ei-ther market was no problem when usingtraditional channels of marketing. Thekey, however, is getting the word out.

Mannen often works from third-party referrals. “On the automotive side,I get a lot of referrals from the auto deal-erships that I do chip repair for,” he says.Those dealerships, and the antique carclubs for which he provides glass pol-ishing, are only too happy to refer hiswork. “They’ll refer me to their cus-tomers who come in for service, and soI have a good following there,” he says.

If expanding to dent repair, for ex-ample (see page 34), an auto glass busi-

ness owner might be able to use thesame network. However, if expandinginto flat glass, you may need to putnew networks into place for bringing incustomers.

First Scratch is HardestFor Mannen, it was all just a matter

of getting that first flat glass scratchremoval job.

“I got started with a contractor inSeattle who was remodeling homes,then he told another contractor aboutme and I went and did work for them.I’m doing a 24-unit townhome rightnow where every unit has about threelites of glass that were scratched,”Mannen says. “The flat glass [market-ing] is really more word of mouth.”

Nungesser is just starting to set sailin that same boat. “Most of my wind-shield work is for auto dealers, gettingtheir pre-owned vehicles ready to sell,doing reconditioning. I haven’t figuredout a great way to get my name outwith builders and property owners andthings of that sort,” he says.

It’s a new market, and needs to beapproached with a new network—orappropriate advertising to auto glass

customers and local residents untilthat network is established.

Flat vs. AutoThere are, of course, the technical

differences between flat and curvedglass as well, and these differencesshouldn’t be underestimated. Luckily,many windshield repair techs will findthat it’s easier to go from curved to flat.

Keen finds, “It’s the same method. Theonly difference you’ll probably be look-ing at is the arc in the windshield and theamount of pressure you’ll need to apply.”

That arc is a big deal when it comesto scratch removal.

“One of the most important differ-ences is, of course, that all of the glasson the automobile is curved to somedegree, and usually in two different di-rections,” Nungesser says. “So usingthe system on that does take a lot more[work] to be able to do it in such a wayas to not distort the glass.”

“For the windshield, we use a cer-tain polishing pad with a motor, andwe use a specialized, patented com-pound. When we are polishing thewindshield, this compound polishes itdistortion-free,” Mannen explains.

Nungesser adds that while there isno room for a little distortion on wind-shields, there might be a little moreleeway in house or business windows.“[Drivers] are trying to read streetsigns, so if there’s any distortion at all,they’re going to be bothered by it,whereas architecturally speaking, youmay be sitting on your couch, lookingthrough to the trees at the birds, you’renot trying to focus.”

Mannen adds, “On side lites we cango a little more abrasive with that[polishing pad] and still not have anydistortion. The angle of the wind-shield is such that if we did it too abra-

sively it would cause distortion …”There is one more difference in going

from vehicles to buildings, and it in-volves the market. “Be sure to do a littlehomework to familiarize yourself withlocal architectural glass costs,” advisesBrad Plumb, director of sales and busi-ness development for GlasWeld. “Wind-shields are priced differently thantypically architectural glass. Customerslike to have a general price comparisonof new glass versus the cost to repair.”

Getting StartedFor auto glass technicians willing to

learn the differences, there is plenty ofopportunity to branch out into flatglass scratch repair.

“It would definitely be lucrative,”Mannen advises. However, he adds, “Goto a good training facility … It’s some-thing you have to learn, it doesn’t comeright away. There’s a knack to it. But I’ddefinitely [say] add it on if you’re look-ing to add money as a side business.”

For Dickson, the big question comeswith finding the right equipment forthe job. “I have been looking all overthe Internet by searching for ‘glassscratch removal’ and lots [of suppliers]come up claiming they are the best,”he says. “If I had the money, I would goto the glass shows to see and try thesesystems on the spot.” Taking advantageof supplier training and trade showdemos can, in fact, be a good way toget started on this equipment.

And this expansion can be lucrative,Plumb agrees, so long as you’re willingto put the work into learning the mar-ket—and your customers know it.

“Be honest with your customers.Your customers need to know theprocess, price of new versus repaired,and what makes sense to repair or not.Sometimes the cost to repair may sim-ply outweigh the cost to replace, butgenerally the repair process is always amuch less expensive alternative. Flatglass scratch repair can be a very lucra-tive business, as long as you are willingto work diligently,” Plumb says. �

�Megan Headley is the interim editor forAGRR™ magazine.

“ I d o w i n d s h i e l d r e p a i r, h a ve b e endo i n g i t f o r 20 ye a r s , a n d n ow

eve r y bod y a nd t h e i r b ro t h e r a n d s i s t e ri s i n t o t h e s ame l i n e o f wo r k . ”

—Don D i c ks on , G l a s s Te c hno l o g y W i nd sh i e l d R ep a i r


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It’s true that everyone came homea winner from the 2012 AutoGlass Week™ in Louisville, Ky.;attendees had tons of takeaways

from seminars on leadership and bestbusiness practices, product innova-tions on the Exhibition Extravaganzatrade show floor, and the opportunityto watch the best auto glass repair andreplacement technicians wielding theircraft. However, two individuals alsocame home with a gold medal and acheck for $10,000 each.

K-Shard Fields of Glasspro Inc. inNorth Charleston, S.C., won the topranking of gold medalist in the 7th An-nual Pilkington Clear Advantage Tech-nician Olympics (AGTO), while BrianFenner of Safe Glass Technologies inEaston, Pa., took home the gold in the7th Annual Walt Gorman MemorialWindshield Repair Olympics (WRO).

Fields, 30, brought to the competi-tion more than eight years of experi-ence installing glass. Still beaming fromhis win, the AGSC-certified techniciantold AGRR magazine that hearing hisname called “was overwhelming.” Headded, “It was so surreal, because acouple of years ago they were doing the[competition practice] at our job and Ididn’t want to bother with it because Isaw how much pressure they wereunder, but when I thought about it, Ideal with pressure so much at my jobon a daily basis, so why not? I took ashot at it, and here I am.”

The judges for the AGTO, who hadthe difficult task of selecting the “World’s

Best Auto Glass Techni-cian,” included: Bob Be-ranek of AutomotiveGlass Consultants Inc.,Bruce Gates of GatesBrothers Glass Shops,Jeff Olive of GlassproInc., and Rick Maciel ofTechna Glass Inc.

With 11 years of expe-rience repairing wind-shields behind him,Fenner, 43, is no strangerto the gold; he was the2009 WRO gold medalistand 2008 silver medalist.Following the announce-ment of his latest triumph,Fenner said, “It feels won-derful.” He added, “It’s suchan honor to be able to com-pete in our industry’s pre-miere event.”

Fields was followed byTravis Crebs, in secondplace, and Nick Gittins,both of Techna Glass inUtah, in third place in theAGTO. Chris Smith ofTechna Glass in Draper,Utah, rounded out the WROat second, with Robert Raskof IntegraGlass in Orem,Utah, following at third.

The judges for the WRO,who selected among theirfinalists the “World’s BestWindshield Repair Techni-cian,” included: Korey

Auto GlassWinnersEveryone Came Home a Winnerafter Auto Glass Week™ and Its Repair and Replacement Competitionsby Megan Headley

Repair Gold MedalistBrian Fenner

ReplacementGold Medalist

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Gobin of Delta Kits Inc., FrankLevesque of Glass Doctor, and GeraldZwart of Clearview Windshields.

In addition, Gittins was recognizedwith the newly named Ray Asbery In-novation Award for his developmentand use of modifications to his set-ting tool. “My buddy Dan Atkinson—he’s a machinist—he helped me altera setting tool so it’s adjustable and itadjusts to the pitch of the windshield… I owe him a lot of thanks,” Gittinstold AGRR magazine. “I’ve beenasked about it [by other technicians]pretty frequently.”

The Innovation Award was dedi-cated to Asbery this year, and hasbeen renamed going forward in honorof the innovation brought to the in-dustry by the founder of Equalizer,who passed away last year.

As competitors and attendees were allquick to point out, Auto Glass Week hascome to be known not only as the homeof the Olympics, but also as the oneplace to find all of the industry’s top ex-perts. For the second year, the auto glassindustry’s biggest associations came to-gether to sponsor the event. As the eventopened, representatives of the AutoGlass Safety Council (AGSC, formerly theAGRSS Council Inc.), Independent’sGlass Association (IGA), National Wind-shield Repair Association (NWRA) andNational Glass Association (NGA), aswell as AGRR magazine, met to providean overview of the work done in the lastyear to move the industry forward.

Top Notch Speakers;Top Notch Presentations

Those associations also brought to-gether a panel of top-notch speakerswith concrete tips for their audience totake home from Auto Glass Week™.During a seminar entitled “StayingAhead of the Curve,” attendees weretreated to a number of hands-on tipsand practical advice intended to helpglass retailers better prepare for the be-haviors, attitudes and values of tomor-row’s consumers during a seminar. Thepanel discussed the claims process, ahot topic throughout the week.

On this topic, Gary Hart, executivedirector of the IGA, advised that it’s im-portant for glass retailers to “controlthe call” when it comes to the third-party first notice of loss. When you getthe third-party administration (TPA)customer service representative (CSR)

on the phone, he said, “It’s very impor-tant that you tell them very firmly thatthis is your customer.

He also advised that shops not agreeto inspection requests. “If you have acustomer on the phone, it’s obviousthey have a glass issue,” he pointed out.

Hart also reminded the audiencethey do not have to be on a network toreport and file glass claims to a TPAelectronically.

“I’m not on any of the networksand a lot of people don’t know you canbill electronically,” chimed in RickRosar of Rapid Glass. Rosar noted thathis shop always does a three-way call,and recently implemented a policywhere they only use the term “TPA”rather than identifying and thereforebranding the company on the otherend of the line. They also explain to thecustomer what they will hear from theTPA, and combat that with educationabout independents. The big point thatRosar’s team makes to customers isthat they will not be charged the differ-ence of their deductible.

Marketing Keeps GlassShops Ahead of the Curve

The seminar also featured a discus-sion on “gathering” customers andcompany marketing. “When we’re talk-ing about gathering customers, we alsohave to educate them at the sametime,” Hart said.

He suggested that his auto glass in-dustry listeners ask themselves the fol-


Auto Glass Week™ 2013Scheduled for September

Event organizers have announced that Auto Glass Week 2013will be held in Tampa, Fla., at the Tampa Marriott Waterside Hoteland Marina and the Tampa Convention Center, September 18-20.The annual event will include educational seminars, networkingevents, a trade show floor with industry manufacturers and suppli-ers, and, of course, the replacement and repair competitions.

The annual event once again will bring together all of the in-dustry’s major auto glass groups, including AGRR™ magazine, theAuto Glass Safety Council®, the Independent Glass Association, the National Glass Association and the National WindshieldRepair Association, along with AGRR magazine’s repair and replacement competitions. The International Window Film Con-ference and Tint-Off™ also will be held concurrently.

“We heartily invite everyone in the auto glass and window film industries to attend,” says Ally Curran, event coordina-tor of Auto Glass Week. “Tampa will have something for everyone and I hope those who were unable to make it to Louisvillelast week can join us next year in Tampa.”


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lowing questions: are you lookingahead and identifying industry move-ments, such as new and evolving waysto find customers? Are you developingthe right services to meet your cus-tomers’ needs? According to Hart, it’sno longer enough to rely on yourbrand—your company is being repre-sented by satisfied customers throughvarious social media platforms.

Matt Bailey of 20/20 Auto Glassadded that having those voices on yourFacebook page expands a company’sreach immediately. “You have to solicitthat,” he added. He has offered cus-tomers, at the end of a job, “a five dol-lar gift card by just going on thewebsite and posting a review—it does-n’t even have to be positive.”

“Social media actually has a higherdegree in helping customers decidewhat to do,” as opposed to more tradi-tional routes such as the Better Busi-ness Bureau,” Hart said.

He also talked about “the customer,”noting that today’s customers are bet-ter educated and more discriminatingthan ever, thanks to technology. Use oftechnology also makes it key for com-panies to be online where these newcustomers can find you. Once they do,and are pleased with your service,they’ll become your ambassadors.

Because of this new focus, thegroup stressed the importance ofglass shops adopting the best avail-able technology. From tools for elec-tronic signature capture to a mobile

Auto Glass Week™ ExhibitionExtravaganza Packs a Punch

The Auto Glass Technician Olympics and Windshield Repair Olympics drew toAuto Glass Week™ 2012 riveted spectators rooting for the competitors and hop-ing to learn a few tricks of the trade from the best of the best.

“Everything’s been informative,” said Justin Manuro of Insight Auto Glass inCentennial, Colo., even as he remained focused on the competition. “You learna lot about OEM specs and a lot about the industry. If you’re in auto glass, thisis the place to be.”

However, the competition wasn’t the only avenue for checking out new tools.Exhibitors brought their latest and greatest product innovations to the Auto GlassWeek Exhibition/Extravaganza.

Some exhibitors used the show as an opportunity to test new waters. GillLindsay of A+ Career Apparel in Dallas, Ga., found the trade show floor to be ahelpful place to identify a new audience of small business owners for his direct-to-sell technician apparel.

Others sought to familiarize attendees with a new part of a well-known business.James Ward Jr. with Sunroof Express in Troy, Mich., explained that while the companyhas been nationally known for its claims management, fewer people know that it isalso a wholesale sunroof parts supplier. “A lot of shops shy away from sunroof repairbecause they don’t know if they can pull it off,” Ward said. Sunroof Express is aim-ing to simplify the process for ordering and installing sunroof components.

Still other manufacturers found the show the best way to give auto glass com-panies a chance to test out products they may have only read about before. JoeWalsh and his colleagues at GTS Services were showing off their smartphones andtablets to a crowded booth in order to demonstrate the new mobile applicationsfor their auto glass software. “It allows [techs] to move to the next level,” Walshexplained of the LX-Mobile software.

Finally, many exhibitors came to be part of the party atmosphere that tookplace each day on the trade show floor because they knew it was the best placeto meet with countless customers in one spot.

As Dennis Garbutt of GlasWeld commented, “This is a small industry and it’s areally good opportunity to see everybody in one place without traveling aroundthe country.” He added, “I think there are a whole lot of quality people here whoare trying to up the bar every year.”

For a peek at just some of the products highlighted on the exhibition showfloor, turn to the Showroom department on page 16.

Auto Glass Winnerscontinued from page 23


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point-of-sales tool, it’s important tobe able to work anywhere at anytime.

Another suggestion from Hart: “Al-ways be open.” Rosar subscribes to amessaging service that customers canreach 24 hours a day. An interactivewebsite also satisfies customers’ needfor an instant reply.While the ability toget an instant quote is huge, Hart ad-vised also having the capability to in-stantly schedule that job.

Bailey added that while the instantquotes are valuable, “If you don’t fol-low-up on them immediately, it’s virtu-ally useless.”

Customer ServiceStays Key

Attendees also were treated to someconcrete tips to take home on runningtheir businesses more effectively.Chris Umble, vice president of strate-gic initiatives for LYNX Services, rolledout a number of strategies for address-ing the common business of customerservice in a session on “Meeting theExpectations of Insurance Customersand Consumers.”

“Customer service, at the end of theday, is the thing we all have in commonas we go about our duties in the autoglass ecosystem,” Umble said. What’smore, he added, “At the end of the day,customer service says everythingabout the business.”

He defined “excellent” customerservice as “the ability of an organiza-tion to constantly and consistently ex-ceed the customer’s expectations.”

As Umble elaborated, “You can onlymeet expectations if you give the cus-tomer what they ask for. You can onlyexceed expectations if you give themsomething more ... If you wait untilthey ask you for the ‘next generation’[product], where did they get that idea?Maybe from your competitors.”

Umble added that he believes excel-lence in customer service is a function ofchange management, and the fine bal-ance of change and consistency whichseem to be opposing if equally criticalcomponents of customer service.

He pointed out that the AGRSS Stan-

dard™ is following the path toexceeding the “customer’s” ex-pectations. “Taking the practicesand turning it into a standard isan innovation. What comesnext is the training ... Out ofthat drives consistency,”Umble said. “The validationstep is what’s going to driveconsistency. As a result of that,differentiation will be the endproduct.”

What’s more, Umble added,even during the event’s Auto GlassSafety Council Standards Commit-tee Meeting, chair Bob Beranekwas pointing out that at the nextmeeting, the group wouldpromptly begin work no the nextstandard update, thereby contin-uing to drive change.

Umble also said auto glasstechs have told him that stan-dards compliance—and consis-tency—is helping to savemoney via fewer callbacks.

Legal and BusinessTips to Implement

Chuck Lloyd and DebraNelson of Livgard & Lloyd suc-ceeded in their goal of provid-ing an hour’s worth ofbusiness and legal tips sure to helpauto glass businesses protectthemselves.

The first idea was useful for theentire audience. Lloyd advisedtaking notes on all of the ideasbeing presented at Auto GlassWeek, but committing to imple-ment at least three of them afterreturning home.

The pair left the audiencewith this last tip: “So much ofwhat we do in life and in busi-ness is try to avoid losing. You’remuch better off if you go outand try to win. It’s the number-one thing you can do to helpyour business,” Lloyd said. �

�Megan Headley is the interimeditor for AGRR™ magazine.


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As the North American autoglass industry drives to-ward 2013, industry ex-perts are unsure of what

the year will bring economically. Mostmake their projections by identifyingpatterns and trends based on histori-cal data. The years 2011 and 2012 pre-sented subpar marks for the autoglass industry, according to industryexperts.

“We are approaching 2013 with abit of caution as we think there iscause for continued concern,” saysSafelite Group president and CEOTom Feeney. “Next year could look alot like this year with weather uncer-tainty, continued economic strugglesas indicated by relatively low con-

sumer confidence, fluctuating gasprices and depressed miles driven.”

In order to formulate a forecast for2013, AGRR magazine looked at a fewleading indicators for the industry:America’s economy, miles driven,weather and consumer confidence.

Miles DrivenExperts generally agree that the

best single predictor of auto glassbreakage is the number of milesdriven by a population, and thatnumber of miles driven correlates di-rectly to the price of gasoline.

“We certainly see a correlation be-tween gas prices and demand. Theless people drive, the less opportuni-ties they have to need our services,”

says Paul Heinauer of president ofGlasspro Inc. in Charleston, S.C.

According to the U.S. Energy andInformation Administration (EIA), theprice for transportation fuels, bothgasoline and diesel, never dippedbelow $3 per gallon in 2011, a na-tional pump-price first.

The dramatic rise of gas prices in2011 had consumers thinking twice be-fore jumping in their car, as reflected inthe year’s accumulated mileage. From2010 through 2011, travel trends on allroads and streets in the nation de-creased by 1.5 percent, resulting in 3.7billion fewer vehicle miles driven, ac-cording to the U.S. Department ofTransportation’s Federal Highway Ad-ministration. Cumulative travel for 2011in turn fell by 29.8 billion vehicle milesat a rate of -1.3 percent. This total canbe further broken down into 82.0 billionvehicle miles on rural roads and 162.3billion vehicle miles on urban roads andstreets. Dissecting the yearly total andfocusing on a single month, the approx-imate travel for the month of Septem-ber 2010 reached 247,945 billion vehiclemiles while September 2011 dropped to244,244 billion vehicle-miles.

Traffic trends shifted as well. Expe-riencing similar decline, the North-Central area fell to 56.5 billion vehiclemiles at a rate of -1.5 percent, accord-ing to a report conducted by the StateHighway Agencies. The West followedclose behind, experiencing -1.4 per-cent growth, for a total of 50.8 billionvehicle-miles driven. The South-Gulfregion saw the biggest travel decline

The data for September 2011 shows the change in traffic as comparedto September 2010. Values are given in billions.Source: U.S. Department of Transportation

Industry Insiders MakePredictions for 2013

Road to Recovery?

by Kaitlan Mitchell

Estimated Vehicle-Miles of Travel by Region


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with a 1.7-percent drop, or 46.8 bil-lion fewer vehicle miles than the pre-vious year.

WeatherOf course, the local weatherwill play

one the most important roles in thenumber of windshield repairs and re-placements needed in 2013. To fullyleverage the potential of the weatheron the auto glass industry, winterneeds to bring more snow, ice and hail.“The lack of a winter in 2011 has

been a large contributing factor to theshrinking of the market,” says DavidRohlfing, vice president of the AutoGlass Safety Council.The National Oceanic and Atmos-

pheric Administration’s (NOAA) NationalClimatic Data Center states that theUnited States’ second hottest summeron record occurred in 2011, with an av-erage nationwide summer temperatureof 74.5 degrees Fahrenheit, 2.4 degreesabove the previous record. According toNOAA, during 2011 a majority of thestates east of the Rocky Mountains ob-tained annual temperatures above aver-age. Approximately 16 states recordedannual temperatures that ranked amongtheir 10 warmest to date. The summerheat seeped into the winter months,making the winter of 2011 the fourthwarmest winter to date. Decemberthrough February held a nationwide av-erage of 36.8 degrees Fahrenheit, almost4 degrees higher than previous years. Collective nationwide winter condi-

tions from December 2010 throughFebruary 2011 revealed above-average

temperatures in the Southwest, ac-cording to NOAA. The estimated 2011snow depth across the nation ac-counted for 1.1 inches in December, 6.3inches in January and 6.7 inches in Feb-ruary, according to the NOAA. Althoughthe heat index was above average in themajority of the nation, below-normaltemperatures were noted in the easternhalf of the country. The northeastern region of the United

States was hit with several snowstormsduring January. In addition, mid-Januaryalso contributed to snowstorms in theGreat Lakes and Northeast U. S., both ofwhich earned a Category 3 ranking onthe Northeast Snowfall Impact Scale fortheir significant snow accumulation. Theaverage amount of hail was also lacklus-ter. Nationwide, the U.S. experiencednearly 2⁄3 of the hail storms that U.S. hadin 2011, according to a report released byHailReporter.com. Despite last year,there is hope for the upcoming 2012-2013 winter. The Farmer’s Almanac proj-ects temperatures will be significantlycolder from the East Coast westward toTexas than in 2011-2012.

EconomyNational unemployment in August

2012 came to an estimated total of12,544,000 persons, compared to the13,920,000 jobless in August 2011, ac-cording to a survey conducted by theBureau of Labor Statistics. While therehas been a decrease in unemploy-ment, and the U.S. has been dubbed


The average cost of U.S. gasoline and diesel prices were more than $3 pergallon throughout 2011.Source: U.S. Energy Information Administration

Weekly U.S. Gasoline and Diesel Price, 2011


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Road to Recovery?


out of the recession, the economy isstill on the mend.

“In the current economy, we’re stillhobbling along,” says Rohlfing. “Peopletend to keepmore cash available in anexpanding-deductible market. Theyspend it on more important thingsthan getting their windshield replacedright away.”

Consumers’ confidence in the econ-omy also played a role in the auto glassindustry in 2011. Because householdswere on tighter budgets, the auto glassindustry saw car owners putting off thenecessary treatments to fix and replacechipped or cracked windshields in aneffort to save extra money. Youngadults, one of the industry’s biggestconsumer age group, bought fewer newcars, according to industry experts.

“The older the car, they might not bebuying as much comprehensive cover-age,” Heinauer says.Source: U.S. Department of Labor

continued from page 27

CONGRATULATIONS

2012CHAMPIONS!

CONGRATULATIONS

2012CHAMPIONS!

Brian Fenner, Gold Medalist and 2012 World’s Best Windshield Repair Technician

K-Shard Fields, Gold Medalist and 2012 World’s Best Auto Glass Technician

Great job to all our top finalists and thank you to all our contestantswho participated in the 2012 Pilkington Clear Advantage Auto GlassTechnician Olympics and 2012 Walt Gorman Memorial WindshieldRepair Olympics!

See you all next year in Tampa, Fla., September 18-20, 2013!

PILKINGTON CLEAR ADVANTAGE ™

Unemployment and Labor Force Participation RatesMonth Number of unemployed Unemployment rate

Aug 2010 14,735,000 9.6 Sep 2010 14,574,000 9.5 Oct 2010 14,636,000 9.5 Nov 2010 15,104,000 9.8 Dec 2010 14,393,000 9.4 Jan 2011 13,919,000 9.1 Feb 2011 13,751,000 9.0 Mar 2011 13,628,000 8.9 Apr 2011 13,792,000 9.0 May 2011 13,892,000 9.0 Jun 2011 14,024,000 9.1 Jul 2011 13,908,000 9.1 Aug 2011 13,920,000 9.1 Sep 2011 13,897,000 9.0 Oct 2011 13,759,000 8.9 Nov 2011 13,323,000 8.7 Dec 2011 13,097,000 8.5 Jan 2012 12,758,000 8.3 Feb 2012 12,806,000 8.3 Mar 2012 12,673,000 8.2 Apr 2012 12,500,000 8.1 May 2012 12,720,000 8.2 Jun 2012 12,749,000 8.2 Jul 2012 12,794,000 8.3 Aug 2012 12,544,000 8.1


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THE INDUSTRY’S LARGEST SPECIALTYVEHICLE WINDSHIELD SUPPLIER

CLASS A, B & C MOTORHOMES LUXURY CONVERSION COACHES MOTOR COACHESTRANSIT & SCHOOL BUSES CAMPER & TOWABLE SIDE & BACK GLASS

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(800) 714-7171(541) 684-7868www.CoachGlass.com

Oregon Indiana Florida Arizona

According to a report released by theProject on Student Debt, the averagedebt for 2010 college seniors broke pre-vious records by accruing a nationwideestimate of $25,250. This amountjumped 5.2 percent from 2009 with afigure of $24,000 debt average, accord-ing to the Department of Education.

In 2010, the percentage of 34-year-oldswithout a driver’s license increasedto 26 percent, compared to the 21 per-cent in 2000, according to the FederalHighway Administration.

This statistic runs current with pub-lic transportation becoming more eco-nomical and popular with the idea of“going green.”

In 2009, occupancy of public transitridership was an estimated 10.4 billionunlinked trips, with bus ridership at 5.5billion, heavy rail ridership at 3.5 billion,and other modes of combined ridershipreaching 1.4 billion. Total transit rider-ship through 2006 to 2009 was the high-est since 1956, according to theAmerican Public Transportation Associ-ation. This spike in mass transit rider-ship is attributed in part to more peoplemoving to cities. A total of 80.7 percentof Americans lived in urban areas in2010, up from 79 percent in 2000, ac-cording to the Census Bureau. As morelook people to public transit as a meansto of travel, there will be fewer peopledriving and, in turn, fewer cars on theroad and in need of auto glass repair.

The decline of miles driven, the re-bounding economy and uncharacteris-tic weather took a toll on state the autoglass industry in the last year.

“Those three factors, thrown all to-gether, have not been a recipe for suc-cess in 2012 for the industry,” Rohlfingsays.

The trio of ever-changing variablesmakes company survival throughharsh times an accomplishment in it-self. As 2013 approaches, auto glasscompanies should remain hopeful butstay realistic. �

�Kaitlan Mitchell is an assistant editorfor AGRR™ magazine.


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While Safelite® Auto Glass’SGC Network is the largestauto glass repair and re-

placement (AGRR) network, it is by nomeans the only one. All AGRR net-works share some similarities, buteach is unique in how it operates.Since there is no single AGRR com-pany that covers every square mile ofthe United States, when providingservices to consumers solely throughits own AGRR technicians, every net-work must attempt to aggregate theservices of thousands of disparateAGRR service providers into a single“quasi-retail” service entity. Each net-work attempts to replicate a full-ser-vice AGRR company that looks asthough it is capable of servicing eachand every consumer with a singleprice and service offering that suits theneeds of every insurance or fleet com-pany customer it has in its network.That’s where the problems begin.

What Control?The first problem a network has to

manage is the reality that each AGRRcompany that participates in its net-work are not under its control. In otherwords, a network has to deal with in-consistency of service levels to its cus-tomers. That is an issue; a really bigissue. Currently, a network attempts tocounter inconsistencies by stipulatingincreasingly detailed and specific

guidelines in its effort to create somesemblance of uniformity among avery large, broad and diverse set ofparticipants.

How do the networks accomplishthis? It takes a great deal of work to tryto herd all of those cats. Some do itpoorly, while some are more accom-plished at the task.

It’s quite the challenge, and perhapsnever so clearly demonstrated as bySafelite’s recent addendum (see page11) whereby it now seeks to go beyondstandards of repair and replacementpractices to actually regulate the busi-ness conduct of its participants. Theaddendum to its Network ParticipationAgreement outlines new guidelines orrequirements on AGRR companiesthat either participate in the SGC Net-work as subcontractors that Safeliteuses to do repairs and replacementsfor Safelite or those AGRR companiesthat are forced to invoice work they dofor certain customers through the Safe-lite® SGC Network. By venturing intothis area the network may be leaninginto “too big to fail” territory, as it triesto corral a wide range of participantsinto a single product offering. It islikely to be very difficult, if not impos-sible, for a large network to monitorand enforce all of the stipulations onwhich it seeks agreement from its nu-merous participants.

It makes me wonder if the newest

Safelite addendum might actually berevealing some of the real challengesthat at least one of the largest networkentities is experiencing in trying tosolve a problem and meet all of its cus-tomers’ needs.

Casting Your Network NetAs I mentioned, every AGRR net-

work must try to cobble together itsown group of AGRR service providers(participants) attempting to provide aservice model that it hopes attracts itstargeted customer(s).

That’s the networks’ strategy. Nowhow about your decisions as an inde-pendent AGRR retailer? It’s probablybest to make your own assessment ofhow network participation fits intoyour overall marketing and sales strat-egy. You may not be able to avoid net-works altogether, as most insurancecompanies require that billing for theservice provided be processed througha network. But remember, in all cases,it is the choice of every AGRR companyto decide whether or not it will partic-ipate in the opportunity to receive re-pairs or replacements from everyAGRR network.

As an AGRR retailer, you may preferto do work for one or more of the net-works because the network providesvalue to you in exchange for the valueyou provide. Some AGRR retailerschoose not to agree to the pricing or

NetworkValuesNetworkValuesA Look into the Convoluted Reality of Auto Glass Networksby David Rohlfing

A Look into the Convoluted Reality of Auto Glass Networksby David Rohlfing


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service requirements that anetworkhason participating. That again is thechoice of the AGRR retailer. It’s probablynot a good strategy if you’re relying on anetwork for your repairs and replace-ments but, if you do, you should be con-sistently working on lowering your costsas you can be assured that the networkwill be looking for you to lower the valueyou receive for repairs or replacements.

Creating ValueNetworkshaveanumberof strategies

through which they attempt to demon-strate better performance for theirclients versus what those same clientscould achieve by managing auto glasslosses directly. The network does this byreporting on its operational “metrics.”Investopedia defines “metrics” as: “Parameters or measures of quantita-tive assessment used for measure-ment, comparison or to trackperformance or production. Analystsuse metrics to compare the perform-ance of different companies, despitethe many variations between firms.”The reporting of metrics to clients

begins with a network measuring:1. How many rings or seconds ittakes a network to answer a tele-phone call from someone report-ing an auto glass loss;

2. How many seconds or minutes apolicyholder is on hold while re-porting the loss; and

3. How many total minutes a policy-holder has to spend on the tele-phone reporting their claim.

Why are these three metrics im-portant to a network? Most policy-holders believe that they are talkingdirectly to their insurance companywhen they call a network that man-ages auto glass loss for insurers; gen-erally that’s not the case. Since thenetwork customer service representa-tive (CSR) is acting on behalf of an in-surer while talking with apolicyholder, the insurer expects thata network is providing the same levelof customer service to its policyhold-ers that the insurer would provide.These three metrics are factors overwhich the network has complete con-trol and are important metrics formeasuring how responsive it is to theinsurance company’s policyholder.

An AGRR Retailer’s GradeNetworks aren’t only tracking the

performance metrics of areas undertheir direct control while handlingauto glass losses, though. Each alsoprovides metrics on the performanceof the AGRR retailers that actuallyperform the auto glass repairs or re-placements. Why track that perform-ance? It depends, of course, upon thenetwork, but keeping track of thelevel of service that the AGRR retailerprovides can determine how much

work the AGRR retailer may get inthe future.Following are some of the metrics

on which AGRR retailers are, orshould be, measured.1. The AGRR retailer that providesrepairs or replacements isgraded by its own individualcustomer service index (CSI). Indetermining a CSI there are anumber of key components.One would think that a CSIscore is the most critical metricthat an AGRR retailer has in de-termining its value to a network.The basics of CSI is clearlyspelled out via the RATER Modelby tracking these five elements: 1. Reliability – A company’sability to perform the prom-ised service dependably andaccurately;

2. Assurance – The knowledge,competence and courtesy ofemployees and their ability toconvey trust and confidence;

3. Tangibles – Physical facilities,equipment and appearancesthat impress the customer;

4. Empathy – The level of car-ing, individualized attention,access, communication andunderstanding that the cus-tomer perceives; and

“ W h e t h e r o r n o t t h e n e t wo r ks t h a to p e ra t e t o d a y w i l l b e i n bu s i n e s s f i veye a r s f r o m n ow w i l l b e d e t e r m i n e d by

t h e va l u e, s e r v i c e a n d q u a l i t y t h a tt h ey p rov i d e t o t h e i r c u s t o m e rs . O n l y

t h e s t ro n g w i l l s u r v i ve . ”



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Network Values

5. Responsiveness – The willing-ness displayed to help clientsand provide prompt service.

Each network uses either itsown questions for determininga CSI or the CSI metrics that theclient prefers is used for its pol-icyholders. Ultimately, theseCSI metrics show which AGRRretailers are providing greatservice and which are not,based on what’s being meas-ured. Do you know what yourcompany’s CSI is for each net-work? If not you should ask.

2. The windshield repair percent-age performed by an AGRR re-tailer is another factor thenetwork considers. If the net-work believes that a policy-holder’s broken windshield isrepairable, does the AGRR re-tailer repair it or replace it?

Repair over replacementcan obviously save big moneyand, if you’re an AGRR retailerthat ends up replacing a wind-shield the network feels shouldhave been repaired, you’re mak-ing them look bad in the eyes ofthe client, as this drives up theaverage cost of the claim.

If the network has a guaran-teed average invoice (GAI) agree-ment with a customer when anAGRR retailer replaces instead ofrepairing a windshield, you’recosting the network money, soyou can anticipate fewer calls foryour service or greater oversightof glass losses you must billthrough the network. Your repair

percentage is a critical metric.3. Networks also factor in thenumber of warranty claims anAGRR retailer has on work per-formed for the policyholder.These claims can include prob-lems of any kind while handlinga glass loss, such as customercallbacks for leaks or air noises,scratched glass, improperly in-stalled moldings, any damagedone to a vehicle during the re-pair or replacement, etc. Obvi-ously the more warranty claimsyou have, the higher the likeli-hood a network will not be look-ing for your company to handleglass losses on its behalf.

4. Customer service cycle timealso is important. How longdoes it take for the policyholderto have a glass loss repaired orreplaced from the first call re-porting the loss to the time ittakes to be completed andbilled by the AGRR retailer?That’s a pretty straightforwardmetric relating to service levelsand customer care.

5. Also considered is the percent-age of dealer or original equip-ment manufactured parts(OEM) used in a replacementversus non-OEM parts pricedvia the National Auto GlassSpecifications® (NAGS®). Why isthis important? If an AGRR re-tailer has a higher percentage ofOEM glass versus non-OEM, itis costing the network and/orthe client a whole lot moremoney.

Hidden MetricsThere certainly are other important

metrics that networks track and reportto current clients and tout to potentialclients that use other networks. Everynetwork presumably wants its clients’customers serviced by the best AGRRretailers that provide the highest level ofcustomer service but, let’s face it, priceversus service unquestionably creepsinto the network’s decision-makingprocess of determining to which AGRRretailer they’ll refer a glass loss. That can be especially true if the

network is using a “buy/sell” or“spread” pricing model for its clients.The network “buys” the glass repair orreplacement from an AGRR retailerand then “sells” the repair or replace-ment to its customer at a higher priceor “spread” that covers the networkscost to operate plus its profit. Do youever get those calls from a network ask-ing, “If you just give me another pointor two on the NAGS discount I cankeep sending you jobs” with the im-plied message “if you don’t?” …Morethan likely, you have.In my view, transparency only

serves to benefit consumers in mak-ing informed claim decisions, mak-ing their policy dollars work to theirfullest, and identifying safe auto glassreplacement services. How muchtransparency is there in how net-works or TPAs report metrics? Well,Pittsburgh-based Lynx Services re-cently announced that it wouldamend its contract services agree-ment (see page 10), the most notableaddition to the agreement being theavailability of online scorecard ac-cess for shops. “These scorecards willprovide auto glass shops with per-formance records based on a varietyof factors called Key Performance In-dicators (KPIs),” the company an-nounced. This is definitely a big stepin the right direction of allowingAGRR retailers to see metrics (KPIs)showing their performance. Perhapsother networks and TPAs will follow

Network Valuescontinued from page 31

“S i n c e t h e n e two r k c u s t ome r s e r v i c erep re s en t a t i ve i s a c t i n g on b eha l f o f a n

i n su re r wh i l e t a l k i n g w i t h apo l i cyho l d e r, t h e i n su re r expe c t s t h a t ane two r k i s p rov i d i n g t h e s ame l eve l o fc u s t ome r s e r v i c e t o i t s p o l i cyho l d e r s

t h a t t h e i n su re r wou l d p rov i d e. ”


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in a similar fashion? That should cer-tainly be a welcomed change.

As an AGRR retailer you mightwant to continue to focus on the cus-tomer and provide exceptional valuewith outstanding transparency. In thelong run, exceptional value and out-standing transparency will pay off.

The Real Value in NetworksNetworks are an established part of

the AGRR industry and they aren’tgoing to go away. Legislative initiativesmay be attempted state-by-state tohelp regulate or moderate how net-works operate (see September/October2012 AGRR Magazine, page 14), butnetworks do provide value to the cus-tomers that use them. Whether or notthe networks that operate today will bein business five years from now will bedetermined by the value, service and

quality that they provide to their cus-tomers. Only the strong will survive.

Perhaps the best advice for today’sAGRR retailer is simpler than we all havebeen thinking: Focus intently on thecustomer, listen to what they need, andset about to do the right thing. It’s a verysimple and straightforward concept.

Sam Walton, founder of Wal-Mart,once said: “There is only one boss.The customer. And he can fire every-body in the company from the chair-

man on down, simply by spending hismoney somewhere else.”

Stay focused on your customer andprovide value to them and you shoulddo okay. �

�David Rohlfing is former president ofthe auto glass companies Windshields

America and Glass America. He serves in a vol-unteer position as vice president of the AutoGlass Safety Council® (formerly theAGRSS®Council Inc.).

“ E ve r y ne two rk p re sumab ly wan t s i t sc l i en t s ’ cu s tomers s e r v i c ed by the bes tAGRR re t a i l e rs t ha t p rov ide the h i ghes tl eve l of cu s tomer se r v i c e bu t , l e t ’ s fa cei t , p r i c e ve rsus s e r v i c e unques t i onab l yc reeps i n to the ne two rk ’ s de c i s i on -

mak ing p ro ce s s . . . . ”

SEE US AT SEMA



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Looking to add to your skill set orexpand your business? The ex-pertise you’ve gained in wind-

shield repair and/or replacementstandards can be applied to taking upadditional auto trades that require anextra degree of finesse. Over the nextfew pages, you’ll find a few of the latesttools that can help you get started on alucrative new path. (For more ideas, besure to learn about how to expand yourscratch repair business with the articleon page 20.)

Paintless DentRepair Tools

Glass technicians with the pa-tience for working out a chip maywant to learn more about paint-less dent repair (PDR), a practiceof removing dents and dings froma car’s exterior without disturbingthe finish. A number of special-ized tools exist for applying pres-sure to the backside of the panelto remove surface imperfectionsfrom small dings to large dents.

Other tools allow a tech to bond a"tab" or other device to the exte-rior of the panel and pull the dentout from the exterior. Read on fora sampling of the tools availableto get you started in this field.

Dentcraft OffersStrong Tools in a Set

Dentcraft Tools L.P. in OklahomaCity, Okla., offers a 16-piece starterPDR sets for technicians new to thisprocess; a 38-piece tech set full of themost commonly used tools for re-moving minor dents, dings and haildamage from automobiles; and a 72-piece flagship tool set. The manufac-turer reports that its tools balancestrength and ergonomics to satisfyany tech’s needs. The tools’ highstrength-to-size ratio is the result ofusing high carbon, hard-temperedspring steel. Color-coded handlesallow for quick identification among

A+ Add-Ons


Glass professionals know thatthe windshield is a critical safetydevice; with that focus on safety,some may want to take a look atairbag repair. Suppliers are help-ing technicians to install OEM,never-deployed airbags for a vari-ety of makes and models. Withthe right scan tools, a tech canreset the airbag’s computer mod-ule as well, getting the customerback on the road quickly andsafely.

Get Fast Accessto Any Airbag

Dallas-based Airbags-OEM.com re-ports that it has immediate access tomore than 5,000 auto airbags andsecondary access to more than25,000 additional automobile airbags through its partner program.The manufacturer offers all makes andmodels of never-deployed car air bagsand airbags for trucks. Technicianscan get the complete airbag system,airbag module, airbag cover or theairbag alone.

In addition, the company says it

can help repair blown airbag com-puter modules. �� www.airbags-oem.com

Bilingual OBD II ScanTool Reads Airbag Codes

OTC in Owatonna, Minn.,says techs can take theguesswork out of airbagrepairs with the 9450OBD II scan tool andcode reader. The toolwas designed to di-agnose the SRSairbag malfunctionindicator lights, as well asthe check engine and ABS lights,quickly and accurately. The scan toolcan read, display and erase airbag codesand definitions for most domestic vehi-cles made between 1996 and 2008, andcan be updated online for newer mod-els. It includes a code library featureand retains the most recent vehiclescan. The tool also features optionalbattery power for saving data, a de-tachable cable and an easy to readbacklit display. �� www.otctools.com

Airbag Repair


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varied size and length tools.The company provides a lifetime

guarantee against breakage on anyPDR tool it makes with a 3⁄16-inch di-ameter or larger.�� www.dentcrafttools.com

Ultra Dent Stocks Answersto PDR Questions

Riverside, Calif.-based Ultra DentTools sets out to offer everything atechnician needs to get started in PDR.From stainless and spring steel tools in

kit sizes ranging from four to 40pieces, to software for job trackingand training to get started, this com-pany is aiming to answer all of techs’

PRODUCTS THAT BRING PROFIT TO AGRR COMPANIES

Auto glass techs who have covereda vehicle in the past to protect it fromscratches during the repair and/or re-placement process already know howmuch stock some car owners put intoprotecting their paint job. Why nottake that a step further by learning toapply a clear paint protection filmthat can protect a vehicle’s most com-mon chip-prone surfaces?

ClearMask Supplies Filmand Application Supplies

According to ClearMask in Trinidad,Texas, a squeegee for removing appli-cation liquids is only one part of thetools a professional needs to applypaint protection film. For techs look-ing to branch out in this area, thiscompany provides a kit that includesall the tools needed to get started, aswell as the film. In the kit are two 32-ounce spray bottles with professionalspray heads designed to deliver thevolume of liquids required to preventthe adhesive from being damaged; aprofessional quality squeegee with theproper durometer to apply thin ure-thane films without marring; a hardcard for insuring the film edge issealed to prevent edge peeling and dirtcontamination; a sharp snap-off bladerazor type knife for minor trimming;and a professional installation CD andwritten instructions.�� www.clearmask.com

Paint ProtectionReaches the Nano Level

Among the paint protection films of-fered by Pro-Tect Film in Las Vegas is theNano-Fusion Protection from Avery Den-nison, a patent-pending clear paint pro-tection film technology that protectsagainst stones, bug acid, winter salt,sand, minor impacts, road debris,scratches and more. This clear film pro-vides a barrier for paint's surface againstharsh, environmental elements and every-day wear. The supplier says this flexible,clear film is easily installed and providesstrong resistance to discoloration andcracking caused by UV. Precision com-puter-cut designs are available, as is alimited lifetime warranty. �� www.pro-tectfilm.com

Get Started inPaint Protection

San Antonio, Texas-based XPel Tech-nologies Corp. offers two ways to gettechnicians started in the paint protec-tion arena. The first option allows for thepurchase of pre-cut paint protection filmto be shipped to the technician, while thesecond option involves the use of the

company’s Design Access Program (DAP)software and a supply of the company’sfilm for manufacturing kits at the user’slocation “on demand, in real-time,” as themanufacturer says. Either way, the com-pany is able to supply installation trainingas well, and the tools needed to getstarted applying this new product. �� www.xpel.com

Thin Film Designedfor DIY or Pro Install

The Rshield paint protection film wrapfrom New York-based Rvinyl.com Inc. is auniversal sheet that can be trimmed to fitjust about any car, truck, SUV or motorcy-cle, the manufacturer reports. The 4-milthick heat conformable paint protectionfilm is thinner than comparable productsas it’s geared as much to the DIY installeras the professional technician, making itsuitable for windshield technicians justcoming into this area. The clear film can beapplied to a car's hood, bumper, fenders,pillars, trunk and roof to provide protec-tion from sand, debris, weather and salt.�� www.rvinyl.com


Paint Protection


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questions about PDR. For the savviertechnician, this company says it canmanufacture any custom tool to itscustomers’ specs. The manufacturer’s tools are avail-

able through Hail USA.�� www.ultradenttools.com

Manufacturer HighlightsNew Designs for Quality PDRWith the introduction of 2013 ve-

hicles, Quality PDR Tools in NewportBeach, Calif., has likewise intro-duced new designs in its PDR tools.All of the company’s PDR tools aredesigned by its own team of PDRtechs, and are available in a varietyof lengths and diameters to providecomplete vehicle access. The manu-facturer says its tool tips have beentapered and configured to allow forrepair to any type of damage on any

kind of vehicle. The stainless steeltools are ergonomically crafted,color coordinated and guaranteedfor life. �� www.qualitypdrtools.com

A-1 Manufactures Onsitefor Quick Tool TurnaroundThrough its A-1 Machine Division,

A-1 Tool Inc. manufactures its handtools and rods as well as DentMas-ters, slide hammers, knockdownhammers and other tools and acces-sories on site in Bolivar, Mo. Themanufacturer says it uses only thehighest quality steel available to pro-duce more than 400 standard—andcustom—PDR tools.With 15,000 tools in inventory, the

company is able to ship standardtool orders within 24 hours. �� www.pdrtool.com

Protect Your Dent Tools with PDQ’s LatestFor getting the specialty tools

needed to massage the minor dentsand dings in sheet metal back to itsoriginal shape, PDQ Tools in Stilwell,Kan., offers plenty of variety—includ-ing tools for protecting your PDR tools.For example, the company’s latest, CP-VCAPS, safeguards tools from scratch-ing and high spots. These colorful vinylcaps are available in seven sizes. TheD-WG01 is a thin and durable sheet ofmolded Lexan designed for scratchprotection when working down thewindow. The company provides a wide vari-

ety of knock-down and glue-pullingequipment, practical items such asseats and tool storage, and trainingmaterials for the new PDR technician.�� www.pdqtools.com �

Performance - Broadest product range (SDAT)

Sika = Premium Adhesive SystemsBenefits - Comprehensive customer (VIC) programs & support

Leadership - Continuous innovation

Safety - Exceeds FMVSS 212/208 Unbelted!

Sika = No Shortcuts to Safety!

Sikaka =

P e e m i u m rrremium Adhesive Systemsremium Adhesive Systems

Ad Ad h e es iv ive ve

Sy Sys yst ste te m s

C o n ta ta ct ct S i ka ka to to l e a r

r n m o e e a b o ut t o u r p r r

e e m i u m G G R installation system equation n st sta ta l l a A A r

a t i o n sy ys yst ste te m e q u a at i o n

n

A+ Add-Onscontinued from page 35


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A s k T h e D o c t o r

[email protected]

Who Gets the Refund and Who Gets Dinged by R i c h a rd C a m pf i e l d

W HEN A REPAIR FAILS, CANTHETHIRD-PARTYadministrator (TPA) take it back fromanon-par-ticipant and, if so, shouldn’t the refund go to the

consumer?Last month, for the second time that I can remember, I

had a repair subtracted from my check from an Allied cus-tomer, when I had already given a refund to the consumer.I am a non-participant so I called the insurance company toask several questions:

1. Can the network or insurance company take themoney back from a non-participant?

2. Shouldn’t the refund go to the consumer because theybought and paid for a policy first with that coverage? Theconsumer did not get a free repair from an insurance com-pany; the consumer bought a contract/coverage for it.

3. What happens when the deductible is $500 (which it ismore than 50 percent of the time) and the consumer is pay-ing for the entire cost of the replacement? Does the insur-ance company still get the refund or does the consumer? Isthis scenario even in the books or swept under the rug?

NowWho’s the Customer?I have always given the refund to the consumer because

the consumer, not the insurance company, is my customer.I have asked multiple attorneys this question, and been toldthat they believe the consumer gets the refund, not the in-surance company. One attorney said that it could vary bystate, but the consumer could actually be paid the amountfor the repair or replacement and do what they want with it.I asked Allied’s TPA who should legally get the refund buthave yet to receive an answer to that specific question.

The fact that the consumer gets nothing on a failed re-pair is the reason we named the insurance company’s na-

tional warranty the “phantom warranty,” since it is a warrantyto the insurance company, not the consumer. This leads toanother point: if you are a non-participant there is no con-tract between you and the insurance company, and theymake that abundantly clear to the consumer in the scriptwhen trying to get the consumer to leave the non-participant.

I was told by the Allied TPA that the insurance companypaid for the repair so the insurance company gets the re-fund and that is just the way they have been doing it foryears. I argued that the consumer paid for it first and the re-fund goes to the consumer. I am still waiting for the answerto the question as to whose refund is it legally. I doubt thatI will get an answer.

Payment for a Failed AttemptTo confuse this issue even further, I have below a tran-

scription of an actual tape recording detailing how, after arepair could not be done correctly by a TPA that does re-pairs, the consumer left that shop and went to another one.The consumer was then told by the insurance companythat the first shop gets to keep the money for the repair be-cause they did attempt it. What’s up with that?

TPA: Okay. So, [Shop 1] wasn’t able to do the work, butyou have the …

Consumer: Well, that wasn’t quite right. [Shop 1] did arepair, gave me the vehicle back, showed me that the crackshad gotten longer while they worked on it, and told me thatthey were going to go ahead and run the charge through toyou, and that if it failed I could come back and get a newwindshield. And I said “That’s not good enough. I want theend of those cracks drilled.” And they said “Well, we can’tdo that.” So I had to go somewhere else.

TPA: Okay. So what they did is they ended up repairing

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it, but they couldn’t drill the cracked area, so you wentsomewhere else?

Consumer: They repaired it, but they made it worseand then could not repair what they had done.

TPA: Okay. On the windshield repair, was the damagedarea bigger or smaller than a dollar bill size, sir?

Consumer: No, it’s the size of a quarter when they got it.When I got it back, it was a couple inches longer.

TPA: So, when it extended out, was it bigger than thatdollar bill size?

Consumer: No.TPA: No, okay. Let me check on what I need to do with

this claim. With [Shop 1] doing the work, and I see thatthis was already invoiced, I need to see what I need to dofurther. I have to call over to [Insurance Company] directlyand see how I would insert the shop that you went with todo the drilling and get that all taken care of.

Shop 2 Owner: Okay.TPA: Let me see what I have to do further. Okay? Hold

on just a moment.Consumer: Thank you.TPA: Thank you so much for holding. I do have to speak

with my supervisor in regards to this, so it will just be amoment. Ok?

Shop 2 Owner: Ok.TPA: Mr. ________?Consumer: Yes, ma’am?TPA: Since [Shop 1] did do the repair work to the vehi-

cle, [insurance company] is only willing to pay for one re-pair. So, since they already paid [Shop 1] since they did thework, now that you went to a different shop to get it, you’reactually responsible for that yourself. So you’re going tohave to pay out-of-pocket.

Consumer: No, I don’t think so. I’ll call [InsuranceCompany] myself if that’s what I have to do. The first re-pair was faulty and they should not pay for that. And itonly happened an hour ago, so how could they havepaid for it?

TPA: With the claim going through [Insurance Com-pany], it filed its invoice. Since they did attempt to do thework, they get paid for it through [Insurance Company]. �

�Richard Campfield is the founder and president of Ultra BondInc. in Grand Junction, Colo.

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Workers’ Comp Classfor Repair Debated

I N S U R A N C E N E W S

THE NATIONALWINDSHIELD REPAIR ASSOCI-ation (NWRA) isworking to educateworkers insur-ance industry aboutproperworkers’ compensation

classification for windshield repair technicians.The NWRA has received reports that the National

Council on Compensation Insurance (NCCI) is classify-ing technicians engaged only in repair under the sameclassification as those who replace auto glass or do autorepair work. However, the NWRA argues that the risk ofinjury is almost non-existent for those engaged only inthe repair of windshields. The NWRA is asking that theNCCI develop a separate classification for those autoglass technicians who engage only in repair and do notreplace auto glass.

“The NWRA values the safety of its members and thepeople they employ above all else. But the current clas-sification does not make allowances for two groups ofpeople who do very different types of work and havevery different levels of liability,” said the association ina letter to the NCCI.

The NCCI responded and agreed with the NWRAabout the principle of difference between repair and re-placement. At this point, however, the group doesn’t haveenough information to make a change.

The NWRA is asking all members to pull local rates fortheir workers’ compensation rates and classifications andsend them to Janeen Mulligan at [email protected].

New Architectural ScratchRemoval Committee Formed

The National Windshield Repair Association (NWRA)has formed a new committee to develop an ANSI Stan-dard for Scratch and Damage Repair of ArchitecturalGlass (SSDRAG).

The goal of the new standard, according to informa-tion from the association, is to ensure that the highestlevel of service and quality, as well as the proper method-ology, is being provided in the scratch and/or damage re-pair of architectural glass.

The Committee currently is seeking companies andindividuals interested in serving as members to de-velop the new standard in accordance with the policiesand procedures of the American National StandardsInstitute (ANSI). �

Have it

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Print • Digital • AppTo reserve your space,

contact your sales manager at540/720-5584,

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AGRR: STATEMENT OF OWNERSHIP, MANAGEMENT AND CIRCULATION(This statement is published in compliance with the Act of October 23, 1962)AGRR magazine is published 6 times annually, for an annual subscription

price of $40.00. Office of publication is located at 385 Garrisonville Road,Suite 116, Stafford, VA 22554; Headquarters of general business offices of thepublisher is located at 385 Garrisonville Road, Suite 116, Stafford, VA 22554.

Publisher: Debra A. Levy, 385 Garrisonville Road, Suite 116, Stafford, VA22554. Editor: Penny Stacey, 385 Garrisonville Road, Suite 116, Stafford, VA22554. Assistant Editor: Katie Hodge, 385 Garrisonville Road, Suite 116,Stafford, VA 22554.

The owner is Key Communications Inc., 385 Garrisonville Road, Suite 116,Stafford, VA 22554. Stockholders holding one percent or more of total amountof stock: Debra A. Levy. Known stockholders, mortgages, and other securityholders holding one percent or more of total amount of bonds, mortgages, orother securities: None.

The average number of copies of each issue during the twelve months pre-ceding the date shown is: (A) Total number of copies: 20,505; (B) Paid and/orrequested circulation [(1) Sales through dealers and carriers, street vendors,or counter sales: 0; (2) Paid or requested mail subscription: 12,197]; (C) Totalpaid and/or requested circulation: 12,197; (D) Free distribution by mail (sam-ples, complimentary and other free): 7,796; (E) Free distribution outside themail (carriers or other means): 203; (F) Total free distribution: 7,999; (G) Totaldistribution: 20,196; (H) Copies not distributed [(1) from office use, leftover,unaccounted, spoiled after printing: 309, (2) Returns from News Agents: 0];(I) Total: 20,505; (J) Percent Paid and/or requested circulation: 60.39.

Actual number of copies of single issue published nearest to filing date; (A)Total number of copies: 20,897; (B) Paid and/or requested circulation [(1)Sales through dealers and carriers, street vendors, or counter sales: 0; (2) Paidor requested mail subscription: 12,252]; (C) Total paid and/or requested cir-culation: 12,252; (D) Free distribution by mail (samples, complimentary andother free): 7,554; (E) Free distribution outside the mail (carriers or othermeans): 500; (F) Total free distribution: 8,054; (G) Total distribution: 20,306;(H) Copies not distributed [(1) From office use, leftover, unaccounted, spoiledafter printing: 591, (2) Returns from News Agents: 0]; (I) Total: 20,897; (J)Percent Paid and/or requested circulation: 60.34.

I certify that the above statements made by me are correct and complete.Debra Levy, Publisher.


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i n d u s t r y i n s i d e r sp e o p l e i n t h e n e w s


AGC North America’s Leader Discussesthe U.S.Market and the Future

Marehisa “Mark” Ishiko, who was named president and CEO ofAGC Glass Co. North America in June 2010, recently talked withAGRR™ magazine about his long history in the company’s auto-motive business and his hopes for the future.

GB: Can you tell me a little bit about where you grew up?MI: I was born in Nagoya, the fourth largest city in Japan …

I graduated from Yokahama National University in 1982, whereI had specialized in chemical engineering. After graduating, Ijoined AGC the same year—30 years ago. I first worked as an engineer for the au-tomotive glass division in Japan. I supported the new technology process andadvanced process and quality improvement group. I moved to Europe in 1991.AGC was constructing a new automotive glass plant in Belgium, and I was thechief engineer over this project. We stayed in Belgium for five years where I con-tinued to supervise production, technology and operations.

I then returned to Japan in 1996 and in 2000 I moved to the AGC headquar-ters in Tokyo as director of our Japan/Asia-Pacific automotive business. In 2007,I became the regional president of automotive business in Japan/Asia-Pacific.Just three years ago, I moved to the flat glass division. And in the middle of2009, I took over both auto and flat glass when I became the regional presidentof the glass business in Japan/Asia-Pacific. In 2010, I came here to the UnitedStates and I became president and CEO of AGC Glass Company North America. Ialso serve as a senior executive for the global AGC Group.

GB: You took over in the midst of an economic downturn. Has this affected theway you lead the company?

MI: … I expect further growth in the U.S. market. The population of Americais around 300 million people. The population increases by approximately 3 mil-lion people every year and three million people is a huge number … it’s a verybig opportunity for us. That’s the reason why I expect very big growth and fastergrowth of the market in the U.S. in the coming years. This is my expectation and,at the same time, we have to meet our customers’ requirements—capacity, qual-ity and also products.

For the past five or six years we’ve had the same strategy in order to meetthe market situation and customer requirements. The peak of glass consump-tion was 2007. After that, we had to shrink our operations in order to matchmarket demands. In 2007, we had eight float furnaces in North America. Now,just three furnaces remain in North America. It is expected that the marketwill grow, so we have to expand capacity and we have to upgrade our equip-ment in order to meet customers’ requirements. We have changed our strategycompletely toward growth …

GB: What are your specific goals for AGC in the North American market? MI: We are changing to become a solution provider, by not only providing glass

but also by providing solutions for customers. This is a very big change for usand this is the basis of our “Beyond Glass” approach. We have very advanced in-tegration for environmental issues, C02, emission reductions and energy savingsso we can provide a solution to the customer. This will be our focus…

GB: What do you see as the biggest problems facing your customers?MI: Clearly the economy and where the market is heading is a challenge for cus-

tomers across the industry. Even though we see the market recovering, if theeconomy stalls it’s a concern that is very visible to our customers ... �

R E T I R E M E N T

Belron’s John RobinsonEnjoys Early Retirement

Longtime industrystalwart John Robin-son officially retiredfrom Belron. After 22years of service, theformer director of Bel-ron technical servicesfor the Americas andAustro-Asia made the

decision to take advantage of earlyretirement.

Robinson joined the company at atime when it had just bought GlassMedic Inc. brand in the United States,he recalls. “At this time the Belronname had not been established al-though the Group had an interna-tional presence,” he says. “They hadmixed equipment across the group; ifI were to pat myself on the back itwould be for achieving repair growthacross the world.”

During his time in the industry,Robinson says he saw many improve-ments. For him, increased professional-ism has been the greatest development.

“I started in 1974, before Belronwas formed. It was a little bit of a cow-boy business back then,” he says.“Over the years it has gotten incredi-bly more and more professional.”

Looking back on his career, Robin-son notes that he will most miss “thefolk, customers, and my team. I can’tsay more than that really. I’m a real peo-ple-driven individual. That’s what I’mreally going to miss and already am.”

Robinson’s team made a similar ob-servation in expressing their thoughtson his retirement.

“John’s footprint in Belron is ab-solutely visible and above all shows howhe loved to engage with people,” saysJohan Mortier, technical director at Bel-ron International. “He was most defi-nitely an expert in this field and a greatambassador for the company.”

John Robinson

Marehisa“Mark” Ishiko


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Adhesives/SealantsAUTO GLASSADHESIVE SYSTEMSSHAT-R-PROOF CORP.12800 Hwy. 13, Suite #500Savage, MN 55378952/946-0450 (phone)952/946-0435 (fax)[email protected]

Auto GlassNATIONAL GLASS BROKERS, LLC3115 Fry Rd., Suite #302Katy, TX 77449281/599-1550 (phone)281/599-8158 (fax)[email protected]

RV GLASSCOACH GLASS1400 Cross St.Eugene, OR 97402800/714-7171 (phone)888/714-7171 (fax)[email protected]

WINDSHIELD MFS.CARLEX7200 Centennial Blvd.Nashville, TN 37209877/377-4527 (phone)

Information SourcesASSOCIATIONSNATIONAL WINDSHIELD REPAIR ASSOCIATIONP.O. Box 569Garrisonville, VA 22463540/720-7484 (phone)540/720-3470 (fax)www.nwrassn.org

PUBLICATIONSAGRR™ MAGAZINE Key Communications, Inc.385 Garrisonville Rd., Suite #116Stafford, VA 22554540/720-5584 (phone)540/720-5687 (fax)www.agrrmag.com

SoftwareAUTO GLASS - RELATEDALL GLASS QUOTES3344 North Halsted St.Chicago, IL 60657312/465-1584 (phone)www.allglassquotes.com

Tools and SuppliesEQUALIZER INDUSTRIES, INC.2611 Oakmont DriveRound Rock, TX 78665512/388-7715 (phone)512/388-4188 (fax)[email protected]

Windshield Removal ToolEXTRACTOR/CRYSTALGLASS CANADA9508 - 45 Ave.Edmonton, AB T6E 5Y9Canada877/628-8837 (phone)780/438-5915 (fax)www.extractortools.com

Windshield Repair ProductsDelta Kits, Inc.1090 Bailey Hill Road,Suite AEugene, OR 97402800/548-8332541/345-1591www.deltakits.com

EMERGENCY GLASS REPAIR3344 North Halsted St.Chicago, IL 60657312/465-1619 (phone)www.emergencyglassrepair.com

GLASWELD SYSTEMS20578 Empire Blvd.Bend, OR 97701541/388-1156 (phone)541/388-1157 (fax)www.glasweld.com

LIQUID RESINS/A.C.T.4295 N. Holly Rd.Olney, IL 62450618/392-3590 (phone)800/458-2098 (toll free)618/392-3202 (fax)www.liquidresins.com

REPAIR SYSTEMS & SERVICESGLASS MEDIC7177 Northgate Way, Ste. CWesterville, OH 43082614/891-9222 (phone)614/891-9227 (fax)www.glassmedic.com

AEGIS TOOLS INTERNATIONALP.O. Box 259688Madison, WI 53725-9688608/274-9254 (phone)608/274-9395 (fax)[email protected]

WINDSHIELD REMOVAL TOOLSA.N. DESIGNS INC./ ULTRAWIZ®111 Putter LaneTorrington, CT 06790860/482-2921 (phone)860/482-8585 (fax)www.ultrawiztools.com �

T H E S H O W C A S Ed i r e c t o r y o f s u p p l i e r s


To place a Supplier’s Guide listing please call Tina Czarat 540/602-3261 or email [email protected].

P.O. Box 569, Garrisonville, VA 22463, USA • Ph: 540/720-5584 • Fax: 540/720-5687 • www.key-com.com • [email protected]

A Commitment to QualityFor more than a decade, Key Communications Inc, publisher of AGRR, WINDOW FILM, USGlass, DWM,

Auto Glass Journal and the Architects’ Guide to Glass, has received recognition for its quality editorial contentand innovative methods of bringing industry news to you.

WINDOW FILM MagazineNational Gold Award Winner, Best Webcast SeriesAmerican Society of Business Press Editors’ Award2012

USGlass MagazineFinalist, Best News Coverage “Glass Railing Falls” by Megan HeadleyAmerican Business Media (the “Pulitzer Prize ofBusiness Journalism”) 2012

USGlass MagazineFinalist, Best Single Article, “World Trade Center Coverage” by Tara TafferaAmerican Business Media (the Pulitzer Prize ofBusiness Journalism) 2010

Door & Window Manufacturer (DWM) MagazineWinner, Best New Magazine of the Year American Society of Business Press Editors’ Award 2001

Volume 26 • Issue 2

March/April 2012

™

A Publication of Key Communications Inc.

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Also Inside:

• Guide to New Products

• Innovative Glazing Projects

• Enter Our First Ever Design Awards

• News, Reviews and More!

Volume 26 • Issue 2

March/April 2012

Architects’

GuideTO GLASS &

METAL

New Views

in GlassWalls

New Views

in GlassWalls

Auto Glass Repair & Replacement (AGRR) MagazineWinner, Best New Magazine of the YearAmerican Society of Business Press Editors’ Award 2000


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c a l e n d a r o f e v e n t s

o n t h e r o a d

D A Y / P L A N N E R

ADVER T I S ING INDEX

For more information on these companies’ products, visit http://products.agrrmag.com.

Page Company Phone Fax Web Address

46 AEGIS Tools International 888/247-6000 608/274-9395 www.aegistools.com

29 Coach Glass 800/714-7171 541/393-5896 www.coachglass.com

9 Creative Extruded Products 800/273-1535 937/667-3647 www.creativeextruded.com

15 Dinol 866/596/7772 740/548-1657 www.dinol.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

27 Glass Pro Supplies 800/506-4444 410/228-2823 www.glassprosupplies.com

18, 33 Glass Technology Inc. 800/441-4527 970/247-9375 www.gtglass.com

17 Glasweld 800/321-2597 541/388-1157 www.glasweld.com

1 Gold Glass Group 800/448-5188 631/981-4299 www.gggcorp.com

39 Meritool 716/542-8341 716/699-6337 www.meritool.com

39 Nelson Glass Tools 530/333-1269 Not Available www.glassbot.com

13 NordGlass 248/881-2904 Not Available www.nordglass.com

19 Personna 800-336-4061 540/248-7122 www.personnablades.com

C2 Pilkington North America 866/377-3647 419/247-3821 www.epremier.net

45 Precision Replacement Parts 800/367-8241 800/545-5083 www.prp.com

7 Shat R Proof Corp. 800/728-1817 952/946-0461 www.shatrproof.com

36 Sika Corp. 800/688-7452 248/577-0810 www.sikaindustry.com

29 Sunroof Express/Night Watchman Co. 800/322-8867 586/498-2301 www.nightwatchman.net

37 Yih-Tair Industrial Inc. 877/975-5554 210/310-0982 www.flexlinemoldings.com

October 30-November 1, 2012Automotive Aftermarket Products ExpoSponsored by Automotive Aftermarket IndustryAssociation and Automotive Aftermarket Suppliers AssociationSands Expo Center, Las VegasContact: Show organizers at 708/226-1300 or visit www.aapexshow.com/aapex2012/pub-lic/enter.aspx

October 30-November 2, 2012SEMA ShowSponsored by the Specialty Equipment Market Association (SEMA)Las Vegas Convention Center, Las VegasContact: Show managers at 702/450-7662 or visit www.semashow.com

September 18-20, 2013Auto Glass Week™Co-sponsored by AGRR™ magazine, the AutoGlass Safety Council™ (formerly the AGRSSCouncil), the Independent Glass Association, the National Glass Association and the NationalWindshield Repair Association. Includes AutoGlass Repair and Replacement OlympicsTampa Marriott Waterside Hotel and Marina and the Tampa Convention Center, Tampa, Fla. Contact: AGRR magazine at 540/720-5584 or visit www.autoglassweek.com

September 18-20, 2013International Window FilmConference and Tint-Off™Co-sponsored by WINDOW FILM magazine and the International Window Film AssociationTampa Marriott Waterside Hotel and Marina and the Tampa Convention CenterTampa, Fla.Contact: WINDOW FILM magazine at 540/720-5584 or visit www.windowfilmmag.com/IWFC �

Visit www.agrrmag.com and click on “Industry Events” to add your events to the calendar.


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http://www.aapexshow.com/aapex2012/public/enter.aspx

http://www.aapexshow.com/aapex2012/public/enter.aspx

http://www.semashow.com

http://www.autoglassweek.com

http://www.windowfilmmag.com/IWFC


http://www.aegistools.com

http://www.coachglass.com

http://www.creativeextruded.com

http://www.dinol.com

http://www.dowautomotiveaftermarket.com

http://www.equalizer.com

http://www.glassprosupplies.com

http://www.gtglass.com

http://www.glasweld.com

http://www.gggcorp.com

http://www.meritool.com

http://www.glassbot.com

http://www.nordglass.com

http://www.personnablades.com

http://www.epremier.net

http://www.prp.com

http://www.shatrproof.com

http://www.sikaindustry.com

http://www.nightwatchman.net

http://www.flexlinemoldings.com

http://products.agrrmag.com


www.agrrmag.com



While theremay be other retractablehardtop convertible models on themarket, the 2013 Volkswagen Eos(right) is the only one to offer a full-width, power-tilt-and-slide panoramicglass sunroof integrated into its hard-top. At 44 inches wide and 22 inchesdeep, it is far larger than a traditionalsunroof, and at the touch of a buttonit can be tilted and partially or fullyopened. According to the manufac-turer, a key design element is that thesection behind the sunroof is made ofmatching tinted glass, giving the vi-sual impression that the Eos’ entireroof is made from glass. For more sunand wind, it takes 25 seconds to lowerthe five elements that make up theEos’s electro-hydraulically-operated five-piece steel and glass roof. In total, the Eos’ roof is made up of 470 compo-nents, although who’s counting beyond the glass?

O f f t h e L i n eo e m n e w s f r o m d e t r o i t

C O O L T E C H

All-Glass Roof or Something More?

Heads-Up on this Concept SunshadeBMW brought its hot glass package to the 2012 Paris Auto Show in

the form of its Concept Active Tourer (left). The unique concept carfeatures an optional full-color Head-Up-Display (see September/Octo-ber 2012 AGRR, page 58) sharing dash information on a special re-tracting glass surface between the steering wheel and windshield. Inaddition, the vehicle’s “Cool Shade” panorama composite glass rooffeatures the suspended particle device (SPD) technology that allowsthe driver to achieve the desired brightness at the press of an electricbutton. The driver easily can darken the sunroof to the level of pow-erful sunglasses or raise the light to crystal clear brightness. In addi-tion, the manufacturer notes that occupants “can achieve a speciallighting effect by manually adding a large-area leaf structure design tothe glass roof. Electrical impulses cause the molecular structure of theglass to change at continuously varying levels between light and darkaccording to preference. The play of light and shadow thus createdhighlights the sense of space, thereby generating a pleasantly atmos-pheric lighting effect on all seats.”

Cool Tech on the StreetHave you seen or heard about

a flashy new use of glass in to-morrow’s cars? Let us know! Sendyour suggestions or photos [email protected], Subject: Offthe Line. �



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SEE US AT SEMA


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NEED TOOLS?Think AEGIS® for Great Products, Service & Value

The choice of glass professionals worldwide!View product demonstrations at aegistools.com

1-888-247-6000 toll-free in U.S. & Canadaemail: [email protected] phone: 608-274-9254 fax: 608-274-9395

P.O. Box 259688 Madison, WI 53725-9688

NEW! AEGIS® GlassHandlers®

NEW! M18 Urethane Guns® Windshield Repair Systems® Windshield Repair Adhesives

AEGIS® Windshield Setting Tools® Scratch Removal Systems

* Updated Design


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US GLASS PO BOX 9 BATAVIA IL 60510-0009

Artwork for Envelope, Business, #10, 4 1/8 x 9 1/2 in (4.125" x 9.5")Layout: US GLASS CRM.LYTMarch 11, 2009

Produced by DAZzle Designer, Version 8.1.04(c) 1993-2008, Endicia, www.Endicia.comU.S. Postal Service, Serial #

IMPORTANT: DO NOT ENLARGE, REDUCE OR MOVE the FIM and POSTNET barcodes. They are only valid as printed! Special care must be taken to ensure FIM and POSTNET barcode are actual size AND placed properly on the mail piece to meet both USPS regulations and automation compatibility standards.


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