Steered :/

[Auto Glass Rescue]

Called a potential customer back and here is what he stated "Hey thanks for the callback, but I called my insurance and they already set me up with a repair appointment." I said thank you for calling and have a great day! What do you guys say to this when it happens to you?

[GlassStarz]

You have to stress to the customer that when he calls in tell them you are his requested tech or they will try to send you to someone else. When contacted about a repair I tell them I will call the insurance company when I get there this way they dont call them and get pushed somewhere else. I use ACT so I just call hand the phone to the customer and start the repair about the time im done they are done with the phone. Its impossible to steer someone that has a tech currently working on the repair

[Auto Glass Rescue]

Thanks for the tip!

[candyman]

I would probably call the insurance company, but I would not do the repair until after the approval. I've had two seperate insurance companies recently issue a failure to verify on a order for repair. I collected on one and the other I had to wait 24 hours to confirm it. That taught me a lesson to wait for approval even though I had a Service Order.

[DryStar]

I have to agree with Candyman, I won't start a repair until I receive an authorization. Played that game in the past and lost.
Never used ACT and wouldn't want to, they charge too much to file a claim. I guess if your lazy...it might be for you!

[Clarity Glass]

Like Glassstarz said, have the customer specify that they have "SELECTED" your shop for the repair. I always inform the potential customer that my warranty is as good or better than national glass companies and I am the only person that they(the customer) will have to deal with if there is a warranty issue. The customer has to be comfortable that you know your craft and they will be taken care of. I disagree with candyman and drystar. Non-confirmation of coverage, to me, is a way for them to steer your "potential" customer. Be smart though, if the customer's car is 10, 15 years old they may not have comprehensive coverage.