Blog About Repair

[SuperGlassDave]

Hi Chiparoo,
I don't think the goals are high minded at all, just the opposite, I think they are very easy to do. I also think that in general, the large company you mentioned, probably does a pretty good job at the customer service interaction part. Don't make the mistake of underestimating what they do well because you are not a fan of their repairs.

The TPAs can't control how you, or any of us, behave in the presence of the customer. We dictate what information we will give, what questions we might ask and how thoroughly we explain the process and results. It's easy to implement ROLAGS without additional costs or time.

Of course nobody polices ROLAGS. But, if you use it and explain it to your customers, it will serve you and your customers well with the basics of repair.

As far as their resin, it is typical big box advertising to say "We Are The Best" without any substantial proof. Every product in the grocery store does that.

I think the customer can be influenced by exceptional service coupled with a quality repair. I think the customer is open to learning a little bit more about the safety of the factory seal, the value of the OEM windshield and the environmental impact of manufacturing one windshield. We should be able to influence thousands of motorists every day about why they should continue to choose their local repair specialist over the big corporate "we do it all" company.

Keep doing the right thing, do all you can to learn to do the best repairs you can, don't do the repairs that you won't be proud of and look out for the best interests of the customer and this industry will grow in our (Repair Specialist) direction. - Thanks for joining in on the topic. - David Casey - SuperGlass, Inc.

[blind_squ]

Hey Dave! Ya' read Neil Duffy's blog on todays Glassbytes? Is it not a parallel to what I've already posted? What amazes me is that I've posted on this subject more than once and the post just lays there. Even you didn't respond directly to it. Is everyone here afraid of engaging a controversial subject? Makes me wonder.

[SuperGlassDave]

Hi Chipparoo,
I'm not sure if there is a response that can be made by me, or any of the forum members, that will make a difference in the way that TPAs currently handle the insurance repair and replacement jobs.
The insurance companies are pretty happy with their arrangement it seems to me. Obviously, the TPAs are pleased with the arrangement. Neither party is going to care what you or I think. The changes that will come about here will be from customer education and choice and state legislation.
I don't think the insurance companies will be convinced to change the way they handle this, it's too easy for them now. Their benefits go way beyond saving money on a call center and until they lose policy holders over an issue, they will stay the course.
Legislation is helping, at least to set fairer ground rules. We will have to use those rules to gain a share and do all we can to show top notch service, excellent repairs and lots of policy holder education to have them choose "Repair Only" or "Repair Specialists".
The voice of the repair company that will benefit from the changes is the last voice that will be listened to by the insurance companies or the TPAs.
I don't mean to be negative just realistic so that the real solutions can be pursued not just a cry for injustice that no one hears.