I don't understand SGC?

[D2D]

I should reiterate that I've never had any problem with the network. I should also say that I've never depended on calls from the networks. I can't remember the last time I got a call from an SGC client. I used to get a few from American Family but its been at least 2 years. I can count on one hand the number I get from Lynx in a year. I get about 3 a month from Harmon.

In a previous post, I stated that I have no valid reason to deprive my customers of this payment option. So far, network pricing is in line with what I charge so that's not a problem. AT THIS TIME.

In my sales pitch, I tell the customer, "I can repair it right now with a state of the art process that's guaranteed to save it from cracking out. If you pay me directly, its $? and I take checks and credit cards".

After a short pause to let them speak first and depending on what they say, I'll say, "or if you're insurance company is on this list, (which I'm pointing to), they'll waive your deductible and pay for the repair, would you like to know how that works?"

So please Brent, set up a poll and let's see how this goes.

Thank you,
Gary

[D2D]

Chippen and Frank

I went back and carefully re-read your posts. I don't get it.

For the third time, the networks are my partners in business. We work together in a mutually beneficial relationship.

If or when the time comes where my "partner" is in any way obstructing, hindering, or otherwise making it difficult for me to deliver my service to my customers then the contract is breached and will be terminated.

So what is your problem here?

IMO, the "repair only" segment of small, home based business' is, for the most part, made up of independent types who make their own way in the world. Ones who survey the "landscape" by assessing the laws, regulations, and hoops that have to be jumped through. If it takes on a form that makes sense to them and money can be made then they proceed.

When change happens, as it inevitably does, they adjust and adapt.

I've in my second serious cycle of reassessment and it's a work in progress. That is to say, adapting my marketing and sales approach to be more effective and make income more consistent.

In simpler terms, I either figure out how to make this business pay what I need from it, or, I find another business

[Brent Deines]

Three new polls here: viewforum.php?f=22

[GLASSTIME]

Chad,

Did you agree to and sign a network contract in the beginning? Is your company online with SGC for submitting invoices?
If you did these things you would have had contact with their "regional contract administrator".

If so, this may be an indication of possible changes?

Don't know, have to wait and see.

I've been an authorized network vendor for 9 years and have never had any problems and never experienced "steering".

D2D,

Yes I did. Usually I am not asked this and I apologize for not adding this in my original post, However here recently I have been asked by the CSR if I agree to such and such pricing ??

Yes my company has been availble online since day1.

I have had an experiance with sterring and it happened right in front of my face. I was doing my normal spill with the customer and called the Glass Claims number as always. As the customer was discussing with the Network I noticed his facial expressions were a little weird. Now take it this happened like my first few Insurance Billed Jobs!

The customer hung up the phone and I hesitated and said "Don't hang up!" He sadi they SGC will be out today at 3:00pm to fix my windshield. Now take it I always even since day 1 speak to the CSR and I introduce myself and where I am from and so, so forth. I was LIVID!!!

That's only happened once. Go figure.

[D2D]

When I get the network CSR on the line, I say, "this is (me) with XYZ windshield repair in anywhere, USA, I'm here with one of your insured that I'm going to do a rock chip repair for and I'm calling for a dispatch/referral.

They will usually ask, "is the insured there with you"? "Yes, they are" and they usually say, "I can take care of that for you".
Then they ask for the policy number which I read off the insurance card.

Before I make the call, I coach the customer telling them, "they're going to ask you a few questions, like what day did the damage occur. If you don't remember exactly, it's OK to estimate a date. They will ask, was anyone injured? Are you holding anyone responsible? Was there any property damage? Was there any other damage to your vehicle. The answer to all of these questions is, "no, a rock bounced up from the road and hit my windshield.

I also tell them that under state law they have a right to choose their repair company in case they try to get you to use another repair service.

So far, they've not tried to steer them to another company, but, with what I'm hearing, I don't know what to expect next.

I always have my cell phone "on speaker", so the customer can hear everything that's being said and, I can hear everything that's the CSR is saying.

The system they use at ACT is when their CSR calls into the network on a 3 way call with the customer, and if the network CSR says ANYTHING perceived as steering, the CSR interrupts and says something to the effect that "this insured has specified this company for their repair and this call is being recorded". You can check with them for how they actually handle this but for sure, they have no steering problems.

[JWG]

As pertaining to the intial post, I have had this happen to me. It all has to do with CSR error. I did a repair last week for a SGC insurance company and they gave me that same speech. "No, No, No... We are a preferred provider for this insurance company, double check the information you have... Shop name, phone number, address..." After being on hold multiple times for 5 minutes..."Oh, sir, I am so sorry that was my mistake. I see you in the system now, you are a preffered shop and we will stand behind your warranty. Your fax number is blah, blah, blah..." Stand your ground. They have been trained to push you off at the first instance that you are not in their club. Do not stand for it, make them double check, triple check. If you have to, ask for a supervisor, you are right...and thats it. Just like the thousands of times before, nothing has changed but the person that answered the phone THIS time. Doesn't mean they'll answer next time, unless they get this right.

[GLASSTIME]

D2D,

This s a whole new topic in itself. However you mentioned something in regards to ACT and letting them 3 way call in the claim. IMO, that is the most drawn out un prepared process. I tried it once and never tried it again. I do it alot faster!

JMHO!

[D2D]

I'm not pushing ACT service here, I just used it as an example of one companies way of handling it.

[D2D]

Hello JWG,

OK, let's consider "CSR error". Chad Clewis described a situation where the CSR "damaged" his relationship with his customer. Whether this is a "covert attempt" to steer, where the CSR has actually been coached to do this, or "an error", either one is unacceptable as far as the quality of service we, as the networks "partners" expect and deserve.

This sounds like a lot of brain damage to get referral/dispatch from the network.

In a previous post, I said that if my "partners at the network" do anything that "obstructs, hinders, or makes it difficult for me to deliver my service to my customers", then I will cancel my network contract(s).

I won't put up with any of what's being described by the postings here, and I don't know why anyone would.

[J.T.Window]

When I get the network CSR on the line, I say, "this is (me) with XYZ windshield repair in anywhere, USA, I'm here with one of your insured that I'm going to do a rock chip repair for and I'm calling for a dispatch/referral.

They will usually ask, "is the insured there with you"? "Yes, they are" and they usually say, "I can take care of that for you".
Then they ask for the policy number which I read off the insurance card.

Before I make the call, I coach the customer telling them, "they're going to ask you a few questions, like what day did the damage occur. If you don't remember exactly, it's OK to estimate a date. They will ask, was anyone injured? Are you holding anyone responsible? Was there any property damage? Was there any other damage to your vehicle. The answer to all of these questions is, "no, a rock bounced up from the road and hit my windshield.

I also tell them that under state law they have a right to choose their repair company in case they try to get you to use another repair service.

So far, they've not tried to steer them to another company, but, with what I'm hearing, I don't know what to expect next.

I always have my cell phone "on speaker", so the customer can hear everything that's being said and, I can hear everything that's the CSR is saying.

The system they use at ACT is when their CSR calls into the network on a 3 way call with the customer, and if the network CSR says ANYTHING perceived as steering, the CSR interrupts and says something to the effect that "this insured has specified this company for their repair and this call is being recorded". You can check with them for how they actually handle this but for sure, they have no steering problems.

I do almost exactly this - but I introduce myself to the CSR as "Joe Tech of XYZ Windshield Chip Repair, one of your affiliate shops."