Nov/Dec 2008 - AGRR Magazine

November/December 2008 Volume 10 • Issue 6FreeSubscriptionForm on Page 57Three Ways to PreserveYour CustomersAlso Inside:■ Diversifying Your Business■ Auto Glass Week Preview■ The Future of AGRSSThird-Party Validationwww.agrrmag.com • www.glassBYTEs.comAGRR has the largest and most requested circulation of any magazine devoted exclusively to auto glass.

PL ATINUMSPONSORPLATINUM SPONSOR OF THE 2008 AUTO GLASS TECHNICIAN OLYMPICS

RUBYSPONSORFROM SEA TO SHINING SEA.And now everywhere in between.Now you can find quality SRP Totalseal auto glass adhesivesvirtually everywhere auto glass is repaired or replaced. Try SRPTotalseal today and see why glass shops across North America enjoythe peace of mind that can only come from an OEM adhesive.It’s the urethane designedFor Installers, By Installers. For more information call us at 1-800-728-1817or check us online at www.shatrproof.comSRP, Shat-R-Proof and For Installers, By Installers are registered trademarks of TCG International Inc.RUBY SPONSOR OF THE 2008 AUTO GLASS TECHNICIAN OLYMPICS

46— Features —Volume 10 • Issue 6 November/December 2008Columns30364046SteeringCommitteeIs steering a problem foryour company? Are youlooking for ways to avoidthis possible practice?Turn to page 30 for ahow-to guide.The “Why” and“How” of AGRSSAuto Glass ReplacementSafety Standards Councilaccreditation committeechairperson Carl Tompkinstakes a look at third-partyvalidation and how it couldaffect the industry as awhole.Viva Las Vegas!Are you planning your daysfor Auto Glass Week in LasVegas? If so, be sure tocheck out this preview,which provides a sneakpeek at the new productsthat will be displayed atthe show, along withquick-reference schedulesof the week’s other events.Packing It InEver wonder how muchbusiness you might be ableto bring in if you addedanother service? One autoglass shop owner inMcGehee, Ark., not onlytried it—but is succeeding.Turn to page 46 to find outhow he did it.4 Field of Vision letter from the editor6 Independent’s Day an iga viewpoint8 The Law legal notes12 Driving Technology today’s business practicesDepartments16 AGRReports breaking news22 AGRSS News the latest in safety24 Insurance Talk policy briefs26 Price Points competitive pricing & stats52 The Showroom new products54 Industry Insiders people in the news57 On the Road calendar of events58 Seek and Find classifieds58 Showcase directory of suppliers59 Advertising Index index of advertisers60 Avocations life beyond the auto glass businessWindshield and Glass Repair48 Repair Round-Up nwra reports49 Tech Tips helpful hints50 WGRReports repair news©2008 by Key Communications, Inc. All rights reserved. AGRR (USPS 020-897) is published6 times per year by Key Communications Inc., 385 Garrisonville Road, Suite 116, Stafford,VA 22554; 540/720-5584; fax 540/720-5687. Advertising offices listed on page 6. Unsolicitedmanuscripts and other materials will not be returned unless accompanied by aself-addressed, stamped envelope. All contents are ©2008 by Key Communications Inc.Neither publisher nor its representatives nor its subcontractors assume liability for errorsin text, charts, advertisements, etc. and suggest appropriate companies be contactedbefore specification or use of products advertised or included in editorial materials. Viewsand opinions expressed by authors are not necessarily those of the publisher. For permissionto reprint, contact editorial offices. Printed in the U.S. Postmaster: SEND AD-DRESS CHANGES TO AGRR, P.O. Box 569, Garrisonville, VA 22463. ©2008 by KeyCommunications, Inc. No reproduction permitted without expressed written permissionof the publisher. Periodicals postage paid at Stafford, VA, and additional post offices.Questions? Call 540/720-5584.2 AGRR November/December 2008 www.agrrmag.com

SAPPHIRE SPONSOR OF THE 2008 AUTO GLASS TECHNICIAN OLYMPICS

Field of Visionfrom the editorpstacey@glass.comWhat’s a Shop to Do?by Penny StaceyRECENTLY, WE’VE ALL LEARNEDof the bailouts taking place thathelp some large companies thathave been busted by the economy.Well, bail-out discussions are close tothe AGRR industry’s heart; the thing Ihear most often from readers is, “who’sgoing to bail us out?”I’m not sure there’s an answer to thatquestion—in fact, I’m sure there’s not.But on a positive note, I also hear this:“We do something that people need.”One AGRR reader recently postedon our glassBYTEs.com messageforum that the businesses most likelyto survive and fare well during a recessionare those like auto glassshops—those that offer a service thatpeople need. For example, this particularreader noted that flower shopscontinue to thrive during a recession—asthere’s not likely to be ashortage of deaths. Likewise, this personalso mentioned beauty salons—noting that while this may seem aluxury, it’s not one most women arewilling to give up, even in tight times.Michael Collins of Jordan Knauff &Co., a Chicago-based investmentbank, is a columnist for AGRR’s sistermagazine, DWM, and has written numerousarticles on the recession andhow best to survive it. He often notesthat the companies that will come outthe best are those that are working toadd new services (in moderation, ofcourse) during the down times, sothat when the market comes back,they are ready.On page 46 of this issue, I thinkyou’ll find a prime example of this.Doug Shaw of Doug’s Windshield Repairand Replacement in McGehee,Ark., started out in the auto glass repairand replacement business butsoon after realized that, in his ruralarea, it wasn’t going to be enough topay the bills and make a profit. Hecould have given up, but insteadstarted looking at a new service thathe could offer in the same shop—andfound it in window film. Today, windowfilm application—both automotiveand flat glass—comprises a largerpercentage of his business than autoglass repair and replacement does.Don’t get me wrong, I’m not encouragingyou to give up auto glassrepair and replacement completely—it’s a necessary service—but are youlooking at ways to grow your business?Are there extra add-ons you canoffer with little overhead and highprofits?Please read the profile of Shaw onpage 46 for more information as tohow he accomplished this, and ifyou’ve found similar success with adifferent method of diversifying yourbusiness, please e-mail me atpstacey@glass.com. I’d be interestedin hearing about this, and am sureothers would be too.Also, be sure to check out our previewof the Auto Glass Expo @ NACE onpage 40. In these pages you’ll find asampling of the products to be displayedat the show. Many of these weredesigned to make your business easierand more profitable, so I encourageyou to take a look.Finally, if you’re at the NACE show,please stop by our booth, #G9125,and say hello. I look forward to seeingyou there.■◗Penny Stacey is the editor of AGRRmagazine.Publisher Debra A. LevyExtension 111 • deb@glass.comEditor Penny StaceyExtension 148 • pstacey@glass.comManaging Shannon FletcherEditor Extension 130 • sfletcher@glass.comContributing Charles CumpstonEditors Extension 153 • ccumpston@glass.comEllen RogersExtension 118 • erogers@glass.comMegan HeadleyExtension 114 • mheadley@glass.comArt Directors Chris BunnExtension 132 • cbunn@glass.comDawn CampbellExtension 150 • dcampbell@glass.comMarci MalinowskiExtension 116 • mmalinowski@glass.comAdvertising Erin HarrisCoordinator Extension 119 • eharris@glass.comExhibit Tina CzarManager Extension 115 • tczar@glass.comMarketing Holly Biller, vice presidentDirector Extension 123 • hbiller@glass.comMarketing Julie FreundAssistant Extension 147 • jfreund@glass.comCustomer Janeen MulliganRelations Mgr. Extension 112 • jmulligan@glass.comWeb Bryan HoveyDeveloper Extension 125 • bhovey@glass.comCustomer Katie HodgeService Assistant Extension 0 • khodge@glass.comContributing Russ Corsi Steve CoyleColumnists Chuck Lloyd Dale MalcolmScott Orth James PattersonPaul Syfko Carl TompkinsKerry Wanstrath Dave ZoldowskiPublished by KeyCommunications Inc.385 Garrisonville Road, Suite 116Stafford, VA 22554540/720-5584; fax 540/720-5687Advertising Offices:Midwest Lisa Naugle,Associate Publisherlnaugle@glass.comPhone 312/850-0899Fax 312/277-2912Northeast & Debra LevyEastern Canada deb@glass.comPhone 540/720-5584 x111Fax 540/720-5687Southeast Scott Ricklessrickles@glass.comPhone 770/664-4567Fax 770/740-1399West Coast & Ed MitchellWestern Canada emitchell@glass.comPhone 805/445-4805Fax 805/445-4806Europe Patrick Connollypatco@glass.com699 Kings RoadWestcliff on SeaEssex SS0 8PH ENGLANDPhone (44) 1-702-477341Fax (44) 1-702-477559China & Asia Sean Xiaosxiao@glass.comRm.403, Block 17, Wuyimingzhu,No.6 Jinshan RoadFuzhou, Fujian, 350001, China.Phone (86) 591 83863000All Others Contact Publisher DirectlyMember,4 AGRR November/December 2008 www.agrrmag.com

A Complete Line ofUniversal Mouldings• Flexibility even inlow temperatures• Resistance toshrinking, cracking,rippling and fading• Used for front andback windowsA Complete Line ofParts-SpecificMouldings for AllVehicles• Many OEM andOEM-comparableparts in stock• Continuousdevelopment andimprovementbased on yourneeds• Easy installationwith OEMappearance and“Perfect Fit”It’s only an exceptionalhuman body that is flexibleunder all sorts of conditions.Our mouldings are like that.Exceptional.Call us today and let us fillyou in on why we’re different.800-290-2171But that’s about the only auto glass we don’t stock!We’ve been building our inventory since 1926. Fourgenerations of the Mygrant family have maintained thetradition of carrying the most extensive inventory ofauto glass in the nation. And we don’t install. So wedon’t compete against your business. We are here toserve you quicker, better, and with more enthusiasmthan any of our competitors. Call us. Let us show youhow nice real personal service can be!49 locations in 18 states across the nationInternational Sales • Export and Bulk ordersIndependent Distributor of Automotive Replacement Glasswww.mygrantglass.com866-956-5084SAPPHIRE SPONSOR OF THE 2008 AUTO GLASS TECHNICIAN OLYMPICS

Independent’s Dayan iga viewpointdavez@autooneinc.comPinning the Tail on the Steerby Dave ZoldowskiEVERY TIME THE INDEPENDENTGlass Association (IGA) goeson the record before a statelegislative committee, we hear thesame tried and tested argumentsagainst our group’s calls for a levelplaying field. It never fails and lobbyistswill continue to push theirparty lines until we crash that merrymaking.In such political situationsyou have to whittle your messagedown to its simplest point. One ofthe questions the IGA keeps runninginto concerning our fight against illicitsteering is the question, “Ifsteering is such a pressing issue,then why has there not been a revoltby automobile owners? Where is thepublic uproar?”I know it’s crazy, so hold down yourlaughter please and keep the snickeringto a low cackle. This is like askingthe worm what the problem is withfishing hooks. And where, by the way,is the evidence of missing worms?The IGA is in the process of launching a websiteto track steering.Finally: DocumentationUp until this point no group or individualhas ever been able to rebuke thisthoughtful question with evidence. Upuntil now the only real documentedcases brought against insurance companiesand their competitor-administratorshad been instances of unpaidclaims, under-paid claims (short-pays)and your basic corporate fraud. But wenow live in an age were technology is agame changer.This leads me to the redesign ofIGA’s website. For the past six monthswe have been getting our membershipready for their new website. And for thepast six months we have beenpainstakingly trying to perfect the siteto live up to its long drawn-out début.One of the tools associated with thenew iga.org is its steering tracking system.Modeled after the Federal TradeCommission’s complaint form, IGA’s reportingsystem will track and record allreported instances of steering. For thepast five years we havebeen doing so only bypaper filed complaintand without much success.But we are now onthe verge of creating anexcellent database forrecording incidents ofsteering.The new iga.org willpossess a steering reportmodule that will allowmembers and consumersto report incidents ofsteering. Consumers willbe able to tell us whatcompetitor-administrator,insurance companyand auto glass companywas involved in the auto glass service.Members will be able to do the same,but members will also be able to uploadand download audio recordings of steeringincidents. The IGA will then tag,record and file each case of steering appropriatelyso that each can be referencedat a later date. In many cases, theincident will be reported to the properauthorities. In some cases, dependingon internal agreements, incidents willbe forwarded to the relevant insurancecompany or claims administrator.24/7 AccessBut most important of all, IGAmembers will have 24-hour access tothis database. For example, let’s sayyou are an independent in Florida andyou have heard that Davey Jones AutoInsurance has changed its auto glassclaims script. A member can log intothe system and pull up any recordingsmade in Florida associated with DaveyJones Auto Insurance. The IGA membercan then download the appropriatefile and listen to the new script.If the IGA can get the entire ocean ofindependents in the country to refer consumersto the tracking system and ifmembers will diligently spend time completingreports, then we will be able to ascertainthe problem emphatically. Thiswill finally end the ability of the insuranceindustry to claim “What problem?”So I invite the industry to visit thenew iga.org and I suggest that we alluse it as well.■◗Dave Zoldowski is president of Auto Onein Brighton, Mich., and serves as presidentof the IGA. Mr. Zoldowski’s opinions aresolely his own and not necessarily those ofthis magazine.6 AGRR November/December 2008 www.agrrmag.com

ConstructionAutomotiveONE MOLDING FITS ALL.UNIFIT ® : THE ORIGINAL UNIVERSAL WINDSHIELD MOLDING.Replacing windshields has never been easier than with our preprimed universalwww.rehau.com

The Lawlegal noteschuck@livgard.comdeb@livgard.comDocument/Data Preparednessby Chuck Lloyd and Deb LingenIN OUR LINE OF WORK, WE SPENDan awful lot of time analyzing information.We gather data fromboth our clients and the other side andtry to figure out an offensive as well asa defensive theory and then attempt todetermine how each fact, each tidbit ofinformation, fits within the mix.Whether it’s a claim based on shortpays or steering or whether it’s respondingto a regulator or an insurancecompany, mastering the facts andgaining control of the data is an essentialelement of success.Getting organized and having ahandle on your data now will save youtime (and therefore quite likely money)and headaches later when you reallyneed to be able to call upon your information.It’s just like the old cliché thatthe time to fix your roof is when thesun is shining.To begin, understand what informationyou have available to you. Most ofyou should, by now, be generating thebulk of your invoices by computer.Depending on thesoftware that you use togenerate your work ordersStoring records—and knowing how to locatethem—is an essential element of success.“While you can say the discountshave been getting deeper and deeper,that claim is much more powerfulwhen you can document exactly howthat is true over time.”and invoices, do your EDI billing, etc.,there is a wealth of information storedabout your business. The real questionis, can you use it? We have to admit,we’ve been spoiled by clients who, withvery little effort, are able to generatespreadsheets setting forth dates of service,customer names, policy numbers,part numbers, amount billed, amountpaid and every other item of data thatshows up on work orders and invoices.Recently, however, we were assistinga client in the midst of an investigationwho had a need to identify every transactionwith a particular insurance companyand then to organize that data bypart number. Unfortunately, the client’spoint-of-sale software was so limitedthat we could generate a report showingevery transaction with the insurer,but could not list all of the data abouteach transaction. The only waywe could get the informationwas to regenerate everyinvoice, print every invoiceto hard copy andinput the data into aspreadsheet by hand.Unfortunately, the insurerinvolved was notone of those three- orfour-windshields-amonthcompanies. As aresult, the process wastime consuming andexpensive.Fixing Your Data “Roof”Now is the right time to start fixingyour data “roof.” Make inquiries ofyour point-of-sale software companyand ask them if you have the ability togenerate a report showing every itemof data input into the system. If theytell you that you can’t do that, ask themwhy not and push them to deliver anupgrade that will do just that. If theywon’t, you may want to consider talkingto other point-of-sale softwarevendors.When the Independent Glass Association(IGA) convention rolls aroundnext year (May 14-16 at the South PointHotel in Las Vegas), there will undoubtedlybe a few such venders presentat the trade show. Show them thiscolumn or have them come talk to oneof us about what we would expect to beable to do with the data and then havethem tell you whether they can meetthat challenge. We know it can be donebecause, as we noted above, we’ve gotclients who can do exactly that.Another report that you need to beable to generate with relative ease is apayment report. How much did insurerX pay you for each of the claims thatyou have submitted? Chances are, thisis another category of data that goesinto your software. Here, however, thedata comes from the outside, either incontinued on page 108 AGRR November/December 2008 www.agrrmag.com

Product. Packaging. Training.Tech support. Profit.Squeezing more profit out of your windshield adhesiveisn’t about paying a few cents less for a cartridge or sausage. It’s aboutgetting each job done faster, easier, better. It’s aboutreducing inventory costs with products like EZ Kits –one kit per technician per day with everything he needs for his day’swork. It’s about making life easier for technicians – andgiving them the best training and tech support available.Dow Automotive delivers it all. The products, packaging, training andsupport you need to get the most profit out of your business.We invented windshield replacement adhesives over 40 yearsago. And we’re reinventing all the time. To help keep you out in front.Looking for a better way to do business? Call Dow Automotive at1-800-453-3779. Let’s see what we can do together.Call 1-800-453-3779 or visit www.dowautomotiveaftermarket.com®Trademark of The Dow Chemical CompanyDow Automotive is a business unit of The Dow Chemical Company and its subsidiaries.SAPPHIRE SPONSOR OF THE 2008 AUTO GLASS TECHNICIAN OLYMPICS

Driving Technologyunderstanding today’s business practicesscotto@gtsservices.comSimplifying the Buying Processby Scott OrthI’D LIKE TO WALK YOU THROUGHa story—an analogy, really. Thinkabout your experiences as a customerwhile you read. Trust me; I’llbring it all together in the end.You’re on vacation in a town you’venever been in before. It’s lunch timeand you’re hungry. You decide to makea sandwich, but you forgot to bringbread. Oh well, there’s sure to be a grocerystore up the street. You jump inthe car and head off to get your bread.There’s only one main highway fromthe vacation house; we’ll call it GoogleAvenue. On the way, you see the signyou’re looking for: “Stores next right.” Youmake the turn but suddenly hit thebrakes. In this remote little vacation townthere are more than 100 grocery storeslining the street. “Wow, so many choices,”you think to yourself, “this is great.”You decide to pull in to the first storeand just grab your bread—you’re hungry!You walk into the store and stop inyour tracks. What’s this? No aisles? Justrandom stacks of products on tables,shelves, even the floor. You’d think theywere hit by a storm, or some randomact of violence, but for the somewhatmanicured nature of the piles. Something’swrong. You don’t trust the store.You slowly back out the door, jump inyour car, and speed off to the nextparking lot. Finding the same disarrayat the next three stores you mentionsomething to a store owner. He looks atyou, perplexed. “This is the way we’vealways had our store and it seems towork just fine,” he says.About to give up, you drive a coupleof blocks down and try another storejust off the main strip. You are elated tofind that it is a highly organized store.Not only that, but there are customerThink of your website like a grocery store. It’s important to make sure it’sorganized so that customers can easily find what they’re looking for.service workers standing at the doorand at the end of each aisle. They immediatelyask if you would like helpfinding something. You tell them youneed bread to make a sandwich. Oneof them gleefully walks you to thebread isle and asks if you’d like to knowthe differences between each type.“No, thanks, this is all I need.”“Sounds great,” she says, “the registeris right this way.”“What kind of sandwich are youmaking?” she asks on the walk.“Turkey and ham, and, man, am Ihungry,” you exclaim.She says, “Do you have cheese, mayonnaise,pickles, and mustard, aswell?”“Darn, I’m glad you mentionedpickles. I completely forgot aboutthose—and they’re my favorite part.”“Just do’n my job,” she says smiling.“If you’re really hungry, you mightwant to grab some chips and a sodatoo. They’re right here,” she says, pointingto the items.You buy the things you wanted,drive back to the vacation home, andenjoy your favorite turkey sandwich—with pickles.What’s It All Mean?So what does this mean? Why did Itake you through this odd little story?Because it’s exactly what happens onthe Internet.Every day, people go online to find aproduct or service they want to purchase—yetthey search and search, tryingto find a website that makes it easyfor them. Too many sites are unorganizedor confusing, making it difficult forcustomers to buy what they really want.Web consumers are a bit finicky. Informationneeds to be handed to them,and the purchase process needs to beeasy. Whether you sell an item online,or you want customers to pick up thephone and call—you must make it easyfor them.continued on page 1412 AGRR November/December 2008 www.agrrmag.com

Your best fleet management toolIn any job you need to use the right tool. That includes managing your work vehicles.CarChip Fleet Pro ensures that your employees are driving efficiently and safely from job to job. Thatmeans your business is more profitable because there’s less vehicle maintenance and fewer accidents.Three reasons why CarChip Fleet Pro is the best tool to manage your fleet:1Easy-to-Afford:For less than $200 per vehicleand no monthly fees, you canmonitor driving and engineperformance.2Easy-to-Use:3Easy-to-Install:Downloads vehicle dataIn seconds, CarChip Fleet Pro recordsto your PC at any timevehicle information via the OBDIIyou specify and whichport. GPS, wireless and softwarebest fits your needs.accessories are easily installed too.Like any good tool, CarChip Fleet Pro helps you do the job right.Go to www.carchip.com/fleet or call us at800-678-3669 to get answers for your workfl eet.AGRR0811

Driving TechnologycontinuedIn addition to ease, like the pickles,chips and soda in this story, you shouldoffer customers additional, relativeproducts or information. Upsell them.Remind them of other products or servicesthat go well with the ones they’relooking for. You would do this in person.Your website should do it as well.Here are a couple of tips to simplifythe buying process on your site:1. Organize your site. If you offer differentservices, like auto glass and flatglass—organize your site to each categoryand make it easy for your customerto find what they’re looking for.2. Use left navigation, with downwardindented expansion. Avoid pop-up orroll-over expanding navigation.3. Put a strong call-to-action on everypage. Your phone number, contact us,get a quote—whatever it is, make it standout, and put it on every single page.“If you offer different services, likeauto glass and flat glass—organizeyour site to each category and make iteasy for your customers to findwhat they’re looking for.”4. Optimize every page of your site sothat customers land on internal pagesrelevant to their searches—not thehome page. If they search for “windshieldreplacement” send them to thatpage. If they search for crack repair—send them to a page about crack repair.And don’t forget the call-to-action.5. Offer additional services and products.Offer windshield wipers, orAquapel, as an up-sell to every windshield.Remind them of your custommirror selection when they’re shoppingfor a new frameless shower enclosure.Customers often don’t thinkabout other items until long after thepurchase. Offer them related itemswhile they’re shopping and they’lllikely buy.Make sure you install analytics beforeengaging in any of this activity.After all, tracking the results is the onlyway you’ll know what works best, andwhich changes result in the largest increasein profits.■◗Scott Orth is director of Internet marketingservices at GTS in Portland, Ore.Mr. Orth’s opinions are solely his own and notnecessarily those of this magazine.You are missing opportunities.A missed call is a missed opportunity. Our representatives respond to your customers24 hours a day, 7 days a week, and 365 days a year. We never call in sick, we’re never on vacation,and we won’t unexpectedly quit in the middle of a shift. Utilizing AAGA TM Call Center canincrease your company’s productivity and improve it’s bottom line by responsibly managingyour customer’s requests. Capture every opportunity with AAGA TM Call Center!(888) 274-4814www.AmericanAutoGlassAlliance.comINDEPENDENTGlass Association®doesn’t require a contract.overnight, weekendsand holidays.Representatives trainedto answer calls andquestions for your shop.way calls and schedule jobsno matter how customerschoose to pay.allows you to adjust yourshop profile for your pricingand any incentives.can monitor the quality andlisten to each conversation.additional jobs per month with• An affinity program of theIndependent GlassAssociation (IGA)14 AGRR November/December 2008 www.agrrmag.com

ONE-HOURPARKINGSUPER QUICK CURESFor quick cures and faster drive-away times, insist on DINITROL ® D-9000,our leading one-part urethane. One-hour drive away time with dual airbags(0°–115°F). Crash-test proven.The full line of high quality DINITROL products from EFTEC are designedto help you get auto glass installations done quickly, so you can get yourcustomers back on the road fast. Whether it’s through winter cold or summerheat, DINITROL adhesives, sealers and primers perform in even the mostextreme conditions.As a supplier to the world’s largest vehicle manufacturers, EFTEC servesthe automotive aftermarket with products that are OEM used and approved.Available in 10.5 oz. cartridge or 20.3 oz. foil wrap.TRUSTED BY:DaimlerVolkswagenAudiVolvoFordGMCadillacEXTREME CLIMATE CONDITIONS READYTheSpecialistbondingcoatingsealingin the Automotive AftermarketFor EFTEC product availability, call866-596-7772or visit www.eftecna.com

AGRReportsbreaking newsLEGAL NEWSDiamond Creditor Sues Ken LevinePLAINFIELD SPECIAL SITUATIONS MASTER FUNDLtd., a creditor of Diamond Glass, has filed a complaintagainst Ken Levine, former chief executive officerof Diamond Glass and the company’s largestshareholder, for allegedly delaying the company’s bankruptcyfiling in an effort to preserve $10 million he investedin the company.The complaint, filed in the U.S. Bankruptcy Court for theDistrict of Delaware on Friday, September 5, alleges thatLevine originally contributed $6 million in equity to Diamondin January 2007 as part of the agreement with the company’smain lender, Guggenheim. The agreement also made it possiblefor Guggenheim to provide commitments for up to a $20million term loan and a $15 million revolving line of credit; italso granted Guggenheim a lien on Diamond’s assets.In late April and early May 2007, Diamond requested thatGuggenheim “relax the liquidity requirements contained inthe Credit Agreement, thereby allowing the Debtors to borrowmore money without increasing their total debt commitmentunder the Credit Agreement.” According to courtdocuments, Guggenheim agreed to do so only if Levinewould “increase his equity stake … by making another $4million capital contribution.”In July 2007, Guggenheim issued a notice of default toDiamond, “stating that the Debtors had breached acovenant regarding [their] cumulative earnings.”The complaint alleges that, as a result of the default onthe Guggenheim loan, the company could have at any timecollected Levine’s $10 million contribution—but did not,and continued financing the company, despite the default.Though Levine resigned from his post as chairman of theboard of directors and chief executive officer of the companyin October 2007, Levine remained on the company’sthree-person board of directors. In December 2007, Levinemet with fellow directors Bill Cogswell, who was then presidentof the company, and Myron Levine, Ken Levine’s father.The three at that time passed a resolution authorizingfiling for bankruptcy protection, according to the complaint,but delayed filing until April 1, 2008, “in order to protectLevine and his Capital Contribution.”According to Plainfield, had Diamond filed for bankruptcywithin 90 days of the decision to do so, Guggenheim couldhave been classified as an unsecured creditor. Likewise, thecompany alleges that despite his possible concern forGuggenheim, “Levine was primarily motivated by self-interest,since the Debtors’ decision to delay filing for bankruptcyprotection until after the 90-day period greatly improved hischanges of recovering his $10 million capital investment.”In June 2008, Levine filed a claim for more than $10 million(the amount of his contribution plus interest) againstthe Diamond estate, claiming rights as a “secured creditor,”according to the complaint.Via the complaint, Plainfield both objects to the filing“The complaint completelylacks any merit whatsoeverand we will vigorouslydefend [our client].”—Russell C. Silberglied,Richards Layton & Finger,representing Ken Levineof Levine’s claim and “seeks to have the claims re-characterizedas equity.” The company also requests thatLevine’s claim be disallowed, “because they reflect notclaims of a creditor, but equity interests in the Debtors.”As an alternative, the plaintiff requests that if Levine’sclaims are not re-characterized as equity, that the claimsshould be “equitably subordinated to the claims of all unsecuredcreditors.”“The complaint completely lacks any merit whatsoeverand we will vigorously defend [our client],” says Russell C.Silberglied of Richards Layton & Finger, who representsLevine.Robert J. Dehney, who represents Plainfield and is withthe firm of Morris, Nichols, Arsht & Tunnell LLP, was notavailable for comment.Levesque Denies Belron US Allegations,Files Counterclaim for Damages inExcess of $1 Million; Alleges She,Family Members Being FollowedFormer Belron US employee Michelle Levesque has filedboth her response to the company’s complaint against her anda counterclaim against the company in the U.S. District Courtof Massachusetts. In a suit filed in August, Belron US allegedthat Levesque and an associate, Edward Lee, solicited BelronUS employees to leave the company and join a new venture(see related story in September/October AGRR, page 20).continued on page 1816 AGRR November/December 2008 www.agrrmag.com

Visit UsAtBBooth #G9324First there were Hybrids and Fuel Cells.Now there is .Key Points for Eco• 100% recyclable material• Packaging contains recycled cardboard• Contains no Chlorine or lead• Lighter weightKey Points for Trim• Extremely flexible in cold weather• Doesn’t bloom or chalk like rubber• Length stable in hot or cold• User-friendly packagingGreener Moldings. Greener Earth.www.creativeextruded.comAn ISO9001:2000 Registered Company.Made in the USA1414 Commerce Park Dr. • Tipp City,OH 45371Tel: 800.273.1535 • Fax: 937.667.3647

AGRReportscontinuedLevesque denies the allegations made against her, and,with regard to the claims made against Lee in the suitfiled against her, claims to be “without knowledge or informationsufficient to form a belief as to the truth of theallegations.”Levesque, who worked for Diamond Glass and joinedBelron US as part of its purchase of Diamond’s assets inJune 2008, says she originally signed a non-compete agreementwith Diamond in July 1996, and again in February1998, both of which contained an “18-month covenant notto compete or solicit employees.”In September 2005, however, Levesque became integrationleader for the Kingston, Pa.-company, and was involvedin integrating the Settles Glass team with that ofDiamond.“She never received, nor did she sign, a non-solicitationagreement or covenant not to compete in connection withthis new position,” reads the most recent filing, made onbehalf of Levesque by her attorneys, Michael P. Boudett andSheila O’Leary of Foley Hoag LLP in Boston. Likewise,Levesque claims that in July 2007, she again changed positions-todistrict manager for Massachusetts-and did notsign an employee or non-solicitation agreement with thisnew position either.“The changes in Levesque’s position, managerial status,compensation and duties and responsibilities vitiated theprior agreements with Diamond Triumph,” reads the filing.In the counterclaim, Levesque makes several allegations,including claims that Belron US required her to work duringleave taken under the Family Medical Leave Act (FMLA)leave earlier this summer, and did not pay her for doing so.The counterclaim goes on allege that Belron “is concernedthat [Ken] Levine may start or expand a new auto glass business,and is taking active steps to deter him from doing so.”Levesque also alleges that since the filing of the suit,“Belron has recently caused someone to follow [her] andobserve her whereabouts.”The complaint alleges that, “In particular, duringLevesque’s recent visit to New York City, while she and otherswere in a parking lot where they were meeting Mr.Levine, Levesque observed an unknown individual in a vehiclepull into the parking lot and observe the group.”continued on page 20MANUFACTURING NEWSPilkington Reaches Settlement with Ohio EPA, Expands Brazil OperationsPilkington North America in Rossford, Ohio, will pay a$15,150 civil penalty for violating requirements for a risk managementplan at its facility in Rossford. The company says ithas corrected the violations.State regulations require facilities that have more than athreshold quantity of a regulated substance to have a riskmanagement plan. Federal law requires users of hazardouschemicals to submit a risk management plan detailing howthey will reduce the risk of accidents and promptly respondif an accident occurs.The Rossford auto glass manufacturing plant contains twostorage tanks, which each hold 1,500 pounds of titaniumtetrachloride. The threshold limit for titanium tetrachlorideis 2,500 pounds.Regulations require the risk management plan to be submittedon the date the regulated substance first exceeds thethreshold quantity. Pilkington did not submit a plan until 11months after the titanium chloride was stored on site.In November 2007, Ohio EPA audited the facility and foundsix violations. These included failing to: develop a risk managementplan, submit the plan when required, conduct a hazardreview and conduct required training.The company will pay $12,120 to Ohio EPA’s risk managementplan fund. The remaining $3,030 will be paid to OhioEPA’s Clean Diesel School Bus Program.A copy of the settlement is available online athttp://www.epa.state.oh.us/dapc/enforcement/year_2008/PilkingtonNA_081308.pdf.In other news for the auto glass manufacturing arm ofPilkington, its parent company, the NSG Group, has announcedthat it will expand its glazing capacity in Brazilwith the construction of an additional windshield productionline adjacent to its existing facilities at Cacapava, nearSao Paulo.The company anticipates the total investment in the newproduction line to cost more than $63 million U.S. dollars (43million EU) and to add capacity of more than one million windshieldsper year. NSG expects to commission the productionline in early 2010.“Brazil is an important and growing market for PilkingtonAutomotive and this investment will ensure that we are wellpositioned to support our customers locally,” says Pat Zito,president of the automotive business. “The investment representsa further step in the NSG Group’s preparations for Phase2 of our three-phase strategy, with strategic investments inkey emerging markets.”18 AGRR November/December 2008 www.agrrmag.com

Mainstreet Web Services can get you there.With over 26 years’ experience in glass industrytechnology and software, Mainstreet has all theknow-how to: , start to finish. Let our professionalsbuild your customized site based on provenresults. We can update it, maintain it and test itsperformance so you’re always in touch withyour market. for top search engine results.We place targeted keywords in all the right placesfor maximum, quality search results. Customersfin dyou every time. on stable, in-house servers.We keep your site as reliable as you are, ensuringyour site is live and error free, so customers canfind you 24/7/365.Call 800-698-6246 now, or visit mainstreetcomp.com.AGRReportscontinuedLikewise, the counterclaim claims Levesque’s husband,Greg (who until recently was employed by Belron US) wasfollowed by someone in a Safelite van. “Mr. Levesque becameconcerned and stopped his vehicle to try and speakwith the driver and ask his purpose in following him,” readsthe complaint. “The individual refused to speak with Mr.Levesque and drove away.”Greg Levesque’s employment with Belron was terminatedin mid-September 2008, according to court documents,and his wife’s complaint alleges that thistermination was “part of [Belron’s] ongoing campaign topressure Mr. Levine not to operate a competitive business.”Levesque goes on to allege that “Belron has engaged in aseries of tactics pressuring employees into providing falseinformation about Levesque in support of its lawsuitagainst her.”“In particular, on information and belief, with regard toat least one employee, Belron procured a statement fromher after offering monetary incentives in close conjunctionwith the request to sign the statement,” reads the counterclaim.“On information and belief, the pendency of Belron’splanned layoffs and the possibility of what would happento her employment if she did not sign the statement was afactor in the employee signing the statement.”Levesque claims all of these alleged actions have resultedin “significant emotional distress, for which she hassought and received medical treatment.”The counterclaim includes counts of Abuse of Process,Defamation, Intentional Infliction of Emotional Distressand Violation of the FMLA Act.Levesque is requesting that the Court dismiss Belron USInc.’s complaint, and “that the appropriate judgment be enteredin favor of Michelle Levesque on her counterclaimsand that the Court order such further and other relief as thisCourt deems just and proper, including awarding MichelleLevesque damages in excess of $1,000,000 for emotionaldistress and the harm to her reputation, and also awardingtreble damages and attorneys’ fees.”COMPANY NEWSPPG Announces Glass BusinessRealignment; Third-QuarterResults Affected NegativelyWith demand declining for automotive and residentialwindow glass, Pittsburgh-based PPG Industries has announcedit is realigning its performance glazings business.The company will cease production at its Owen Sound, Ontario,Canada, glass manufacturing facility in the first quarter2009, and idle one float glass line at its Mt. Zion, Ill.,glass plant in the second quarter of next year.“This realignment will enable us to adapt to the chang-A SPONSOR OF THE 2008 AUTO GLASS TECHNICIAN OLYMPICSINNOVATION AWARD20 AGRR November/December 2008 www.agrrmag.com

ing demands of the industry,” says Mark Orcutt, PPG vicepresident of performance glazings. More specifically, Orcuttcites demand for specialized glass for the emerging solarmarket and energy-efficient glass to satisfy evolving buildingcodes fueled by the green building movement, which isdriving the commercial construction market.In addition, PPG announced that its third-quarter 2008financial results will be affected negatively by several nonrecurringitems, including impacts from weather-relatedevents, and by further deterioration in the automotive originalequipment manufacture market. The company saidthese items will likely affect its third-quarter after-tax earningsnegatively by between $35 million and $40 million, or20 cents and 25 cents per share.WEBSITESAGRR Magazine/glassBYTEs.comLaunches Free DOT Look-Up ServiceAGRR magazine/glassBYTEs.com has launched a searchengine for Department of Transportation (DOT) numbersfor automotive glass manufacturers. Located athttp://www.glassbytes.com/dot/index.php, the site allowsusers to search by DOT number for manufacturer, or viceversa. For example, one might select DOT No. 20 from thedropdown menu, to find that Asahi Glass holds this particularDOT number. When available, more information onthe company, such as location and website, are also available.Likewise, a user might choose Asahi from a dropdownmenu, to find that the company holds DOT No. 20, etc.“Our readers have advised us they often find themselveslooking for this crucial information, and we wanted to providea quick, easy source for them,” says AGRR magazine/glass-BYTEs.com publisher Debra Levy. “Not only does the site providea quick reference for DOT numbers—but it also providesa one-stop source for further information on manufacturers—from locations to websites. In many cases, this information isinvaluable and hard to locate.”Mitchell International, the parent company of National AutoGlass Specifications International, is sponsoring the site.“Mitchell Glass is proud to sponsor the DOT look-up site,”says James Patterson, director of glass product management,repair solutions, for Mitchell International. “As the publisher ofthe NAGS database, Mitchell Glass supports the creation of informationand technology tools that improve quality, safetyand consistency in the auto glass repair and replacement industry.As a member of the AGRSS Standards Committee,Mitchell believes this tool works side-by-side with the AGRSSrequirement that the DOT number be recorded for every replacement.The creation of this DOT number lookup site is a8It’s going to make doing business more efficient, morenimble and more profitable than ever.With Glas-Avenue Version 8.0, Mainstreet takesthe industry’s only truly integrated sales, accounting andinventory control software to a whole new level, withnew features like these and many more: follow-up letters Version 8Call 800-698-6246 now, or visit mainstreetcomp.com.welcome addition to the resources available to auto glassprofessionals.”■ A SPONSOR OF THE 2008 AUTO GLASS TECHNICIAN OLYMPICSINNOVATION AWARDwww.agrrmag.com November/December 2008 AGRR 21

AGRSS Newsthe latest in safety®AGRSS Holds Webinaron Third-Party ValidationTHE AUTO GLASS REPLACEmentSafety Standards CouncilInc. (AGRSS) held a webinar onSeptember 19 about the latest updates toits registration program, the plan to incorporatethird-party validation into theprogram in early 2009. More than 500representatives from both AGRSS-registeredand non-registered shops participatedin the online event.Carl Tompkins, chair of the AGRSS accreditationcommittee, led much of thewebinar.“Phase 1 required companies to simplystate, ‘I will be compliant,’” Tompkinstold participants. “We then moved on toPhase 2 in 2005 and remain in Phase 2now. Phase 2 elevated the merit of registrationby creating the need for registeredcompanies to say, instead of ‘I willcomply,’ that ‘I do comply.’ It caused registeredcompanies to get more involvedin proving their compliance with 49 procedures,and in addition, eight deliverableswere required. Phase 3, which beginsin early 2009, allows us to arrive tothe ultimate destination, because we willprovide our customers what no one elsehas ever been able to deliver—that is,third-party validation, or, if you will,third-party proof that we do what otherscan only talk about.”Tompkins also reminded attendeesthat with the addition of third-partyvalidation, registration also will becomemore valuable.“Registered companies are going toenjoy Phase 3, not only from the powerof differentiation that it brings, but justas importantly, how the process isbeing built to support companies whoArchie Manning to KeynoteInternational Auto Glass Safety ConferenceFormer All-American Quarterback and NFL MVP Archie Manningwill be the keynote speaker for the 2008 International Auto GlassSafety (AGRSS) Conference. Manning will speak on the morning ofThursday, November 6.Manning, who was named All-American Quarterback while playingfootball for the University of Missippi, was the second playerchosen in the 1971 NFL Draft. He set several passing records in the NFL and playedin two Pro Bowls. During a stint with the New Orleans Saints, he was named theNFL’s Most Valuable Player in 1978, and was the first member of the Saints teamto be inducted into the Louisiana Superdome Wall of Fame.Manning and his wife, Olivia, reside in New Orleans and have three sons, includingIndianapolis Colts quarterback Peyton Manning and New York Giants quarterbackEli Manning.The two-day conference, scheduled for November 5-6, 2008, at the MandalayBay Convention Center in Las Vegas, will once again be co-located with—the InternationalAuto Body Conference (NACE) under the “Auto Glass Week” umbrella(see page 41 for schedule).❙❙➤ www.agrss.com“… We will provide our customerswhat no one else has … thirdpartyproof that we do what otherscan only talk about.”—Carl Tompkinswant to play by the rules,” Tompkinssaid. “The only companies that won’tbenefit from Phase 3 are those whosewalk is different from their talk.”Tompkins was one of four speakerson the call; joining him were AGRSSCouncil chairperson Cindy Ketcherside;Nik Frye, AGRSS compliance officerfor Glass America; and Jeff Olive,technician trainer for GlassPro inCharleston, S.C.Frye suggested shops begin to preparefor third-party validation by conductinginternal audits, holdingmeetings solely to discuss the AGRSSStandard, and distributing the validationchecklist among staff.“If you have not started preparing,start this process now—today,” saidFrye. “Internal training will be a key topassing validation.”In ending, Frye added, “By successfullyvalidating our AGRSS compliance,we will send a loud message to thosewho cut corners.”Olive explained the importance ofinvolving technicians in the preparationfor third-party validation.“The more information you provideto your employees, the less resistanceyou’re likely to encounter from them,”he said.“AGRSS wants you to be compliant,”Olive added. “AGRSS wants you to bethe first choice in auto glass.”Visit www.agrss.com to view thewebinar, which is scheduled to beavailable for 90 days from the originalair date.■22 AGRR November/December 2008 www.agrrmag.com

Auto Glass Invoicing & Workflow Solution“MY GLASSMATE”I WOULDN’T BE ABLE TO DOBUSINESS WITHOUT IT.MEET KEN GEHLOFF…Glass software so easy and yet so powerful.“I’m one who’s tried other glass software products. So when I say GlassMateis half the cost of others and is more streamlined and user-friendly, I know thatfrom experience. What makes Mitchell’s GlassMate stand out are two things:1) it’s the best deal for the price, and 2) it’s very easy to use—even if you havemultiple people working on it. The learning curve is so short that it allows mystaff to be more productive in the areas they know best. To be honest, if I gotrid of GlassMate today, I would have to close down the business.”– Ken GehloffWestmont Enterprises Inc., Libby, MontanaThere’s more to the “Ken Gehloff GlassMate” story that can help your glass work.To learn more, go to: http://Glass.Mitchell.com.CALL TO ORDER YOUR FREE 30-DAY GLASSMATE TRIAL:(800) 551-4012 Option 1Glass®©2007 Mitchell International, Inc. All rights reserved. GlassMate is a registered trademark of Mitchell International, Inc.

I n s u r a n c et a l kpolicy briefsHouse Considers Bill That WouldCreate Federal Insurance OfficeTHE U.S. HOUSE OF REPREsentativesFinancial ServicesCommittee currently is consideringa bill that would establish a federalOffice of Insurance Informationwithin the Department of the Treasury.The office would be formed to:• Collect, analyze and disseminate informationand issue reports regardingall insurance except healthinsurance;• Establish federal policy on internationalinsurance matters and ensurethat state insurance laws are consistentwith agreements between theUnited States and a foreign governmentor regulatory entity; and• Advise the Secretary of the Treasuryon major domestic and internationalinsurance policy issues.The bill, known as the Insurance InformationAct of 2008, also would preemptinconsistent state law and wouldrequire the head of the Office of InsuranceInformation to report to specifiedcongressional committees on the financialstate and meaningful trends ofthe insurance industry.H.R. 5840 was introduced in April byRep. Paul E. Kanjorski (D - Pa.). It beganIIHS Report Argues That Raising Drivers’License Minimum Age Reduces Teen CrashesA recent report by theInsurance Institute forHighway Safety promotesthe benefits of delaying licensureof drivers to laterages in an effort to reducecrashes involving teenagedrivers. According to the report,which is the result ofa study conducted by AllanWilliams, IIHS’ former chiefscientist, teenagers in GreatBritain and Australia are notallowed to obtain drivers’ licensesuntil age 17. ForThe IIHS says raising licensure ages fordrivers will decrease crashes.most countries in the European Union, the required age is 18. However, most U.S.states-with the exception of New Jersey-allow licensure at around the age of 16;the New Jersey age of licensure is 17.The IIHS study argues that delaying the age at which licensure is allowed, andproviding a graduated system (which usually includes a permit period and limitswhen and with whom a new young driver can take the wheel) reduces crash ratesinvolving teenage drivers.During this year’s legislation sessions, Delaware, Florida, Massachusetts andGeorgia saw legislation introduced to raise the minimum age to get a driver’s licenseto 17; likewise, a second bill in Massachusetts proposed a required age of18 for licensure, while one in Illinois also suggested 18. None of these bills werepassed, however.in the subcommittee on Capital Markets,Insurance and Government-SponsoredEnterprises, and in July was voted to theHouse Financial Services Committee,where it currently is under review.LYNX to Manage GlassClaims for MercuryInsurance in Six StatesLYNX Services announced recentlythat it will now handle glass claims forMercury Insurance in Arizona, Illinois,Michigan, Nevada, Oklahomaand Texas. The change took effectSeptember 9.Neither Mercury spokesperson ErikThompson nor representatives ofLYNX Services could be reached forcomment.Mercury General Corp. is a multiplelineinsurance organization offeringpredominantly personal automobileand homeowners insurance through anetwork of independent agents andbrokers in 13 states.Amica Mutual SelectsGerber National GlassServices as Auto GlassAdministratorAmica Mutual Insurance Company,based in Lincoln, R.I., has selected GerberNational Glass Services (GNGS), asubsidiary of The Boyd Group Inc., toadminister its glass claims program.“We are excited to have been selectedby Amica to service their customers,”says Eddie Cheskis, chiefexecutive officer of Gerber NationalGlass Services.“We expect Gerber’s glass claimsmanagement program to continue toprovide the superior service our customershave come to expect,” addsSean Welch, assistant vice presidentfor Amica.■24 AGRR November/December 2008 www.agrrmag.com

What’s in a name? Trust. Commitment. Loyalty.We established more than 100 years of experience and expertise in the automotive glass andservices industry as part of PPG Industries. Today, as Pittsburgh Glass Works , we’re building on asolid foundation of leadership, innovation and technology. So, while our name has changed, ourcommitment to you remains the same—providing the sound, reliable solutions you’ve come to expect.With 4,000+ employees worldwide…Pittsburgh Glass Works for you!One PPG Place Pittsburgh, PA 15272 www.pgwglass.com

PricePointscompetitive pricing and stats2008 Nissan Altima(4-door sedan with green-tinted windshield)FOR ITS RECURRING PRICEPoints department, AGRR surveyedfive major cities in theUnited States for the windshield replacementon a 2008 Nissan Altima (4-door sedan with green-tintedwindshield). As usual, the companieswere told that insurance will not be involvedand the customer wishes to payfor the windshield out of pocket.AGRR also asked shops to break outparts and labor. When available, this isnoted to the right. In some cases, shopswere not willing to provide the breakdown—orwould only include a portionof it—and this is noted accordingly.continued on page 28Calling All ReadersIs there a car you’dlike to see featured inPrice Points? Please e-mailpstacey@glass.com.NAGS Part No.: FW02734GTN • NAGS Part Price: $209.35Boise, IdahoTotal Price Glass Price Labor Moulding Urethane Sales PercentageTax off NAGS*Shop #1 $465.00 $354.00 $65.00 $10.00 $15.00 N/A +69.1 %Shop #2 $297.43 $157.01 $106.52 $8.90 $25.00 N/A -25.0 %Shop #3 $356.00 $260.00 $90.00 N/A N/A N/A +24.2 &Shop #4 $271.65 $150.80 $80.00 N/A $30.00 $10.85 -28.0 %Average** $347.52 $230.45 $85.38 $9.45 $23.33 N/A +10.1 %Median $326.72 $208.51 $85.00 N/A $25.00 N/A -0.4 %Chicago, Ill.Total Price Glass Price Labor Moulding Urethane Sales PercentageTax off NAGS*Shop #1 $290.00 $165.00 $125.00 N/A N/A N/A -21.2 %Shop #2 $195.00 $120.00 $75.00 N/A N/A N/A -42.7 %Shop #3 $225.00 $140.00 $85.00 N/A N/A N/A -33.1 %Shop #4 $235.00 $175.00 $60.00 N/A N/A N/A -16.4 %Average $236.25 $150.00 $86.25 N/A N/A N/A -28.3 %Median $230.00 $152.50 $80.00 N/A N/A N/A -27.2 %New Orleans, La.Total Price Glass Price Labor Moulding Urethane Sales PercentageTax off NAGS*Shop #1 $249.00 $199.00 $50.00 N/A N/A N/A -4.9 %Shop #2 $312.00 $215.00 $85.00 $12.00 N/A N/A +2.7 %Shop #3 $278.43 $193.00 $85.00 N/A N/A N/A -7.8 %Shop #4 $370.00 $280.00 $65.00 $20.00 $5.00 N/A +33.7 %Average $302.36 $221.75 $71.25 $16.00 N/A N/A +5.9 %Median $295.22 $207.00 $65.00 N/A N/A N/A -1.1 %Richmond, Va.Total Price Glass Price Labor Moulding Urethane Sales PercentageTax off NAGS*Shop #1 $248.00 $93.05 $125.00 $9.95 $20.00 N/A -55.6 %Shop #2 $210.00 $147.60 $55.00 N/A N/A $7.40 -29.5 %Shop #3 $225.00 $155.00 $65.00 N/A N/A N/A -26.0 %Shop #4 $220.00 $120.00 $42.50 N/A $30.00 $7.50 -42.7 %Average $225.75 $128.91 $71.88 N/A $25.00 $7.45 -38.4 %Median $222.50 $133.80 $60.00 N/A N/A N/A -36.1 %Tucson, Ariz.Total Price Glass Price Labor Moulding Urethane Sales PercentageTax off NAGS*Shop #1 $473.66 $378.71 $65.00 $9.95 $20.00 N/A +44.7 %Shop #2 $380.00 $195.00 $175.00 $10.00 N/A N/A -6.9 %Shop #3 $391.82 $260.00 $100.00 $9.95 N/A N/A +24.2 %Shop #4 $205.00 $205.00 $0 N/A N/A N/A -2.1 %Average $267.62 $259.68 $85.00 $9.97 N/A N/A +24.0 %Median $385.91 $232.50 $82.50 N/A N/A N/A +11.1 %*Figures calculated based on glass only.** For columns with N/As included, only the data available was averaged.Total Price Glass Price Percentage Off NAGS*Nat’l Average $294.90 $198.16 -5.3 %Nat’l Median $275.04 $184.00 -12.1 %*of glass price – does not include labor26 AGRR November/December 2008 www.agrrmag.com

EMERALD SPONSOR OF THE 2008 AUTO GLASS TECHNICIAN OLYMPICS

Price PointscontinuedNAGS Adds Part Numbers for Fuel Surcharge and Delivery FeeNational Auto Glass SpecificationsInternational (NAGS) has addedservice part numbers for fuel surchargesand delivery fees to its FallCalculator. The Fall Calculator tookeffect on September 8.The two new service part numbersare as follows:• SFS01600 Fuel Surcharge• SDL01700 Delivery Fee“We have received a great deal ofinput from the market this year thattransactions are occurring that includethese fees and surcharges, andcurrently NAGS does not publish anycorresponding Service Part Numbersthat are appropriate for this purpose,”says Bud Oliver, director of productoperations for the Mitchell Glass Unit,of which NAGS is a part. “We don’ttake any position on what costsshould be associated with the newnumbers, but hope that their additionwill enable trading partners to moreclearly identify these items in theirnegotiated transactions.”Do you plan to use the new NAGS fuelsurcharge number in the near future(before the end of this year)?15.0%Maybe50.3%Yes34.8%NoDo you plan to use the fuel surcharge number? Why or why not? Pleasee-mail AGRR editor Penny Stacey at pstacey@glass.com with your thoughts.AGRR magazine recently conducteda survey of shops to determinehow many planned to use thefuel surcharge number before the endof this year, and found that the majority—50.3percent—of shops surveyedplanned to utilize this tool.Though 15.0 percent of those surveyedwere still undecided, 34.8 percentsaid they did not intend toemploy the new NAGS number intheir business.A recent study conducted by AGRRmagazine/glassBYTEs.comshowed that few customers ask for6%No requestsfor OEMSurvey Shows Few Consumers Request OEM Glass51%10% or less request OEMOEM glass when seeking an autoglass replacement. Nearly 400 shoprepresentatives participated in the17%More than 50%request OEM26%10-50%request OEMsurvey, in which 51 percent of participantsanswered that few (10 percentor less) customers request OEM glass.Twenty-six percent of participantssaid that some customers ask forOEM glass (more than 10 percent butless than 50 percent), while 17 percentsaid a majority of customers askfor OEM glass.Only 6 percent said they havenever had a customer request OEMglass.■Have you had customers requestOEM glass? Please e-mailpstacey@glass.com.28 AGRR November/December 2008 www.agrrmag.com

® a productof A.N. Designs, Inc.www.ultrawiztools.com866-482-2921Available From Your Local DistributorView Our Online Catalog.?SomethingNEW!Coming From UltraWiz!StayTuned!www.UltraWizTools.comEMERALD SPONSOR OF THE 2008 AUTO GLASS TECHNICIAN OLYMPICS

SteeringThree Practical Tips for Keeping Customersby Les ShaverIf there’s no one thing that’s painfulfor Paul Heinauer, it’s talking topeople who had hoped to get theirautomotive glass replacement workdone at Glasspro, the chain of glassshops he owns in the Charleston, S.C.,area, but were sent elsewhere by theirinsurance companies.“I have had a few acquaintanceswho shared that they asked for us andthe insurance companies told them weweren’t ‘on their list,’” he says. “It wasso painful to hear that.”To borrow a line from former presidentBill Clinton, other independentglass shop owners can feel Heinauer’spain. For more than a decade now,glass shops owners say they’ve seenthird-party administrators (TPAs)using what they call coercion, intimidationand outright lies to pushtheir hard-earned customersto shops favored and, sometimesowned, by those sameTPAs. While the practice maybe more refined than it was adecade ago, it still exists(the two mainTPAs say it doesn’t happen in their offices,though).Safelite, the largest retailer and anetwork based in Columbus, Ohio, apart of Belron US, is often accused ofsteering by shop owners. Butspokesperson Jenny Cain says thecompany promotes customer choice.“Our customer service representativesare trained to honor a policyholder’spreference for a vehicle glassservice provider,” Cain says. “All customerservice representatives followan appropriate script supplied to usby our various insurance clients. Safelitesupports consumer choice in therepair or replacement of vehicle glasscovered by the terms of their insurancepolicy.”“All LYNX insurance processes promoteconsumer choice and precludesteering,” adds Chris Umble of LYNX.“We train, monitor, grade and compensateour associates on process adherenceand customer satisfactionmetrics; the process is designed tohonor consumer choice.”While the glass claims market maybe somewhat split between these twocompanies, glass shop owners likeHeinauer and Zoldowski still see steeringoften.“Steering is alive and well,” saysDave Zoldowski, owner of Auto One inBrighton, Mich., and president of theIndependent Glass Association (IGA).While steering has become themost colloquial term used for thispractice in the industry, many havenoted that steering is more than an insurancecompany suggesting a customeruse a particular shop: it’s abarrier to market access.1) Make sure your brandis prominent in themarketplace—and thatpotential customers areasking for your shop.While Safelite is one company frequentlyaccused of engaging in steeringtactics, Belron’s (its parent company)chief executive officer Gary Lubner recentlytold AGRR magazine in an exclusiveinterview that one of the companiesmain areas of success has been itsbranding efforts (see related story in September/OctoberAGRR, page 48).30 AGRR November/December 2008 www.agrrmag.com

CommitteeMethods of Creatinga Solid Brand• Cable advertisements;• Sponsoring community functions;• Community involvement;• Holding continuing educationcourses for insurance agents;• Radio ads; and• Yellow page ads.“If you’ve done your branding correctly,when that infrequent purchasehappens, one thing should come toyour mind,” Lubner said. “When you’renot, that means you’ve got to invest asignificant amount of money, get a lotof coverage in the media, to make surethat when people do think of an automotiveglass company to deal with,they’ll think of yours.”While Lubner wasn’t speaking toways to avoid steering, of course, thistactic applies to preventing this practiceas well. You don’t have a problem withsteering if people aren’t asking for youin the first place.“They have to know your name andknow 100 percent they want to useyou,” says IGA board member MikeRusso, who also serves as controller forThru-Way Auto Glass in Syracuse, N.Y.“Maybe they’ve used you before, sawyour commercials or heard goodthings about you.”Glass companies can get their namesout there in that many ways, whetherit’s pumping money into marketing,having a name that’s been around forawhile, or even, though highly controversial,giving away free items.“Most people are more concernedwith getting their windshields fixedand less concerned about where theygo,” Russo says. “That’s where the advertisingcampaigns come into place.”And that’s where Heinauer’s focuslies. He continues to rely on his marketing,reputation and slogan “It’s YourChoice, Insist on Glasspro,” to drawcustomers. He uses radio, televisionand the Internet to get the word out.“We’re combating it [steering] by continuingto build our brand,” he says.Donna Braden, vice president ofJack’s Glass in Allentown, Pa., relies onmany methods to get the word out, includingradio. “I think marketing is themost important of your business today,”she says. “We do radio advertising and Ithink that helps.”Heinauer’s company also participatesin numerous continuing educationcourses for insurance agents,which also helps to build the Glassprobrand in their eyes.Braden also uses similar methods toget out in front of both insurers andcustomers. For instance, she’ll go to alocal business and cut a deal whereshe’ll do their employees’ windshieldsat a discount. She also does local Kiwanisand Rotary meetings and business-to-businesstrade shows,like a recent one sponsoredby the EasternPennsylvania BusinessJournal. Shecame away with20 windshield jobs.“It takes a lot of diligence,”Braden says. “Meetingin person is effective.People love it when you showthem and give them somethingthey can keep.”Even when she doesn’tget 20 windshieldorders, these networkingevents can be effectiveto get in front ofcustomers. “The customerisn’t always one with abroken windshield rightnow,” Braden says. “It’ssomeone that will havea broken windshield.”Once Glassprogets a job, its attemptto build itsbrand doesn’tend there.continued onpage 32www.agrrmag.com November/December 2008 AGRR 31

Steeringcontinued from page 31“It’s imperative that we deliver excellence,”Heinauer says. “I don’t want tolose any orders. We can’t afford to loseany orders.”So far, Heinauer’s strategy has beenfairly successful.Branding also has worked well forGrim. “I have a brand people request,”he says. “Our customers are still beingsteered into other shops, but the impactis far less when the customer has a reasonto use you.”Others have a similar advantage.“We have a reputation that exceedsanyone else in our area,” says StuartWeatherman, owner of Diamond AutoGlass in Phoenix.Thru-Way, which has built its nameover 51 years in business in WesternNew York State, does cable advertisements,sponsors different functions inthe community and still calls on insurancecompanies.“We educate customers to call usfirst and the importance of having safewindshield installation,” Russo says. “Icall on agents. We tell the agents an installationis a good reflection on them.It is educating the consumers and educatingthe agents.”Once this branding has occurredand the customer has chosen you,it’s important to keep them, saysCorey Hemperly of WindshieldDoctor in Pocatello, Idaho.“We view each and every one ofour customers as a relationship,”he says.Windshield Doctor also offerscustomer loyalty programs.“We reward the customer who hasbeen there for a long time,” Hemperlyadds.2) Be available.A glass shop can have been a mainstayin a community for 50 years andpump money into advertising, but inthis day and age, if there’s no one availableto answer the phone or e-mail atnight, over the weekends and even onholidays, none of this matters.“We spend a lot of money on advertisingeach year and a large part of thatbudget is negated by the 800 numberof the back of the insurance card,”Russo says.Consumers want their issues handledright now.“Companies spend tens of thousandsof dollars marketing to consumers,”says Weatherford, who also“They have to knowyour name and know100 percent theywant to use you.”—Mike Russo,Thru-Way Glassowns a company called the AmericanAuto Glass Alliance, formed to takeafter-hours calls glass shops andschedule appointments. “You can’tmaximize your marketing dollarseight to ten hours a day. You have toschedule afterhours” (see sidebar onpage 33).That’s because the big glass companiescan answer inquiries at anytime.“[Being available 24/7] fights steeringbetter than anything,” Weathermansays. “If someone calls at 6 p.m. andthey get an answering machine, mostlikely they will go to the yellow pagesand online and find someone else.”The key is to be available wheneverthe customer wants to book a job. That’swhat the big companies are doing andthat’s what consumers expect.“Even though we’re a small company,we understand the value of24/7,” Zoldowski says. “We’re embracingthat. Customers will have the capabilityof booking an appointment forglass replacement.”But leads don’t just come in over thephone anymore. They also comethrough the Internet. Zoldowski triedto stay on top of those. “Another waywe avoid steering is that we follow upon Internet leads,” he says. “We try todo it instantly.”If you can handle the phone callsand the Internet leads, the chances ofclaims falling through the cracks decreasessignificantly. “All of those kindsof tools prevent steering,” Zoldowskisays. “Now you’re answering the jobBuilding customer loyalty is a simple method of limiting steering. continued on page 3432 AGRR November/December 2008 www.agrrmag.com

IGA Offers Two Affinity Programs to Combat SteeringThe Independent Glass Association (IGA) hasteamed up with two different companiesthat offer services to combat steering: theAmerican Auto Glass Aliance (AAGA) and the MolloyInstitute LLC. The IGA has formed affinity relationshipswith both to offer its members reducedrates and some help with fighting steering.The AAGA provides a 24/7 call center for independentshops.“Basically, shops that become members [ofthe AAGA] at their choosing can forward their phones to usanytime, 24/7, once they’ve signed up,” says Stuart Weatherman,president of the AAGA. (Weatherman also owns hisown auto glass business, Diamond Auto Glass in Phoenix,and has been working on designing and perfecting the servicefor the last two years.)Those who sign up with AAGA receive a username andpassword, via which they can log in to what AAGA calls a personalized“dashboard” to customize how their own calls areanswered, when/how jobs should be scheduled, etc. “When acall comes in for that particular glass shop, the dashboardpops up with that client’s information,” Weatherman says.But, it’s more than an answering service.“We’re an extension of the auto glass shop,” he adds, notingthat the dashboard also provides instructions on how jobsshould be scheduled. Likewise, all calls are recorded, andmembers who use the service can review all calls via theaforementioned online dashboard.“You don’t just have the ability to personalize our customerservice agents, but you also have the ability to critiquethem,” Weatherman says. “We want to make thisbullet-proof, so that our glass shop clients trust us and knowthat we’re doing the job right … We want to make this aprofit center for independent glass shops.”Shops pay a monthly fee for the service, and then a fee perscheduled job. The benefits outweigh the costs, though,Weatherman says.“This is going to save [shops] money. It’s going to give[them] more jobs and is going to give access to more jobs,and it will hopefully reduce [their] front-office costs,” headds.The AAGA also is equipped to conduct three-way calls withnetworks to schedule jobs as necessary.IGA director of operations Patrick Smith says several IGAboard members have tried the service themselves, leading“This is going to save [shops]money. It’s going to give[them] more jobs and is goingto give access to more jobs,and it will hopefully reduce[their] front-office costs.”—Stuart Weatherman, AAGAthe association to choose to form a direct relationship withthe AAGA.“They found it to be an outstanding addition to their business,and therefore directed that an affinity program be created,”Smith says, who adds that he expects this to helpindependent shop members be more competitive with largerchains. “Plus, the CSRs on the other end of the phone knowand understand the auto glass business.”“We feel that this new service, by extending a shop’s hoursof operation, will increase the number of sales closed by participants,thereby increasing a shop’s revenue. It’s Business101,” he says.In addition, Molloy LLC offers a training program called“Language of Commitment” to customer service representatives(CSRs) to teach them how to build relationships—and therefore business—with potential customers.“The competitive advantage isn’t the glass. Consumers seeall glass as being the same. The real competitive advantageis the eye-to-eye or word-to-word interaction between theCSR and the consumer,” says Dan Molloy, founder and presidentof the company.Mel Auston, vice president and director of coaching, addsthat CSRs often forget that every person they speak withon the phone is a potential customer. “And that means yourcompany loses business because of this. Trust has to be established.You have to train CSRs in how to establish trust,”he said.The training program involves a variety of steps, from mystery-shoppingyour company via phone to establish a benchmark,then numerous training and coaching activities,followed by more mystery shopping to track progress.www.agrrmag.com November/December 2008 AGRR 33

Steeringcontinued from page 33and getting the customer in for firstnotice of loss, which is key.”3) Control thecommunicationwith the customer.Opening up communication withthe customer and getting them to youfirst is pivotal. While getting them toyou has a lot to do with your brandingtechniques, once a customer makescontact with you, there’s certain informationyou must get. “We get the customer’sname and number rightupfront,” Weatherford says. “Thathelps a lot as far as retaining them.”Zoldowski’s goal is simple, in theory:get the customer into the shop. “They[glass shops] must get customers in theshop or on a third-party call, place aclaim and get the vehicle scheduled atyour shop,” he says. “That’s what hasInsurance InfluenceMaybe glass shop owners are tryingto be positive when they say thatthe industry that sends them millionsof dollars of work each year doesn’tknow that its networks steer customers.“I don’t now if steering is as importantto insurance companies as it is to callcenters,” says Mike Russo, controller ofThru-Way Auto Glass in Syracuse, N.Y.“Most insurance companies want to besure their customers are properly served.In my heart, I don’t think most know howbadly their insureds are being treatedwhen they go to make a glass claim.”Knowing that insurers want to keeptheir customers happy in a very competitiveinsurance environment, Russo willsend his customer to their agents whenthere’s a problem with the network.“When the customer has a hard time, Itell them to call their agents or call theinsurance companies directly,” he says.“Most of the time, someone from the insurancecompany calls and says, ‘Takecare of the customer and send me thebill.’”Heinauer knows insurers want to havethe best experience possible with glass.“If it’s their number-one claim, you wouldwant your customer to have the very bestexperience possible,” he says.But he thinks they do have some ideaabout what’s happening in the market.“Some of the insurance companies knowit goes on,” he says. “That’s painful thatthey think of us like that. It hurts yourfeelings.”While representatives from State Farmand Allstate declined to comment onwhether they believe the practice ofsteering exists, GEICO public relations coordinatorShannon Boyle says the companysupports the right to choose—andinforms its customers of this choice.“GEICO associates inform GEICO customersthat the customer is under no obligationto use any particular glass vendor,”she says. “It is entirely up to thecustomer to select the shop his or herchoice. If, after being informed of thatchoice, the customer requests a referral,we will provide one.”Likewise, Chris Umble says LYNX Servicesinvestigates claims of steering.“Typically we find what gave the shopthe impression of a problem and the issuebecomes resolved,” he says. “I am happyto say that most shops know our processso well, and our reputation, that suchquestions are very rare.”Like LYNX, Safelite spokesperson JennyCain says it makes sure its CSRs uphold acustomer’s right to choose.“Safelite invests heavily in associatetraining programs designed to ensure thatsuch choice is assured when dealing withpolicyholders,” she says. “All calls to andfrom our contact center are recorded fortraining and quality assurance purposes.”34 AGRR November/December 2008 www.agrrmag.com

usionExperience the fusion of three...leading youtoagreenerbottom line!got to be done. If you leave it out there,you’ll lose the job.”In addition, Zoldowski has had mostof his CSRs participate in a CSR trainingcourse held a company called MolloyLLC, which encourages CSRs to form arelationship with customers when theycall in, in an effort to encourage loyalty—alongwith repeat business andreferrals, (see sidebar on page 33).Russo has made strides in selling hiscompany’s focus on safety and thewindshield’s structural importance tothe car. But he takes this a step furtheras well.“We also tell [customers] we are veryexperienced in dealing with glassclaims,” Russo says. “We try to getthem to come to our shop and makephone call together. If they come to ourshop or call us first, we’ll guide themthrough the claims process.”Even after all of that, a glass shop canstill lose the job if the customer has anissue and calls the TPA. “We have [thecustomer] call us if they have an issuesor changes,” Zoldowski says. “A lot of thetime, a customer will call [the glassclaims] number, though, and Safelitecomes out and takes a job away from us.”At a certain point, most shops willhave to deal with one central question:Do they tell the customer the full extentof the steering problem? By tellingthem, they’re often putting themselvesat odds with the insurers (or those actingas agents of the insurers). Thatcould be a problem.“The insurance companies have alot of credibility,” Heinauer warns.Because of this, Heinauer has hisCSRs focus on a positive message.Others will fully educate the customerabout steering, even if that messageis critical of the insurer.Weatherford’s CSRs will say, “There arecontracts with insurance companiesand a national glass company that willtry to influence you to use someoneother than our shop.”Russo even takes it a step further. Moveyourbusinessto a new level withGlasWeld. lCallnow orgo onlinetoseewhatthe “fusionofthree”can doforyou.ReflectingExcellence inGlass Repair“We tell them [the customer] that thecall usually ends up at a call centerwhere a CSR is trying to talk you intogoing to preferred shops,” he says.The FutureWhile methods such as brand-building,offering 24/7 communication andcontrolling your customers’ interactionwith a TPA do exist, some think thepractice of steering—or barring accessto the market—is here to stay.“What it comes down to is fair accessto the marketplace,” Russo says.“The customer goes out and buys insurance.The customer with the brokenwindshield should be entitled to makethat decision unencumbered aboutwhere they take the vehicle to get it repaired.Insurance companies are thereto pay the bill.”■www.agrrmag.com November/December 2008 AGRR 35◗800.321.2597www.glasweld.com/fusionPLATINUM SPONSOR OF THE 2008 WINDSHIELD REPAIR OLYMPICSPL ATINUMSPONSORLes Shaver is a contributing editor forAGRR magazine.

Get Off the“What” and on to the“How”“Why” andInside Phase Three of AGRSS Registration: Third-Party Validationby Carl TompkinsEditor’s Note: The following is a guestfeature authored by Carl Tompkins, westernstates area manager for the Sika Corp.Tompkins also serves as chairperson of the AutoGlass Replacement Safety Standards (AGRSS)Council Inc.’s accreditation committee.The foremost issue on theminds of today’s leading retailglass shop owners andmanagement is being able tostay in business by attainingan appropriate number of profitablewindshield sales. This issue defines the“what” of the situation—meaning alack of profitable windshield sales is“what” is wrong within the retail portionof the AGRR industry. Most peoplewho have this concern remain fixed onit. They focus on nothing more than the“what” of this situation with little hopefor improvement. The key is to get offthe “what” and move toward the “why”and “how.”The “Why”Through my national travels, I continueto witness this growing trend:auto glass companies pop up in metropolitanareas and absolutely dominatein market share within a one- to twoyearperiod. They do it by marketingtheir products and services as a commoditywhere only the lowest pricewins. While all businesses have thelegally protected right to sell productsand services at what ever price theychoose, what’s bizarre to me is howmuch lower their prices are comparedto fair market pricing. “How”can this be? Is it that the otherlong-term glass shops havebeen gouging customers withabhorrently high prices? Idon’t think so, especially sinceI’ve witnessed more glassshops closing, selling or diversifying in2008 than ever before.In one Northwest city, four companiesclosed their doors; each had atleast a 10-year history in the businessand the closures were primarily causedby a new company that entered thatmarket and promoted retail prices athird less than what these former companiescould offer. “How” can thesetype of companies survive when competingwith this approach in conductingbusiness?The answer to this “how” is thatthese companies cheat! “Cheat” is theword I use to describe those who do notplay by the rules. Not one windshieldreplacement is done legally, meaning,that not one windshield being returnedto the public is deemed “operable” asdefined in the 1966 National Traffic andMotor Vehicle Safety Act. The reason“why” these glass parts are not operableis because they will not pass FMVSS212/208 if in a collision because theywere not installed properly.The concepts of proper installationare defined by the current AGRSS Standard.When companies cheat they cutcorners to reduce their costs of runninga business. Being able to achieve such alower-cost platform gives them theability to offer much lower resale pricesthan the non-cheaters and to survive.While it is good to run a tight ship onexpenses, should this level of expensebe allowed to run so low that it createssuch enormous risk to your customers,who may pay the ultimate price if theyare in an accident? Should companiesbe allowed to compete for businesswhen utilizing practices that violate theAGRSS Standard? The answer to both ofthese questions is “no.”More specifically, should these typeof companies be allowed to conductauto glass replacements when they usebutyl tape in lieu of polyurethane? HowThird-party validation of AGRSS-Registered shops is scheduled tobe launched in early 2009. TheAGRSS Council will announce thevalidation firm at its annualInternational Auto Glass SafetyConference in November (seepage 41 for schedule).about the use of urethane purchasedfor two bucks a tube because it has expired,or the use of urethane that requires18 hours to reach drive-awaytime, even though the cars are released36 AGRR November/December 2008 www.agrrmag.com

immediately? Let’s not forget the threedifferent cleaning and priming productsthat were required for a proper installation,but never purchased. Howabout the employment of untrained,non-certified technicians, whose twomost popular tools are a hammer androll of duct tape? I cannot leave thissubject until I also mention the greatcost-saving method of installing usedor sub-standard glass parts. I’ll stophere, hoping you get the point. The answerto my question is, “NO!”The Ultimate GoalThe ultimate goal of the AGR industryneeds to be the creation of a businessenvironment in which only thoseglass companies that deliver installationscompleted in accordance with theAGRSS Standard are able to be industryparticipants. The attainment of thisgoal provides a level playing field ofcompetition. It is inappropriate andunacceptable to tolerate anything lessand this conclusion resonates not onlyamong of the AGR industry but allthose who participate as customers aswell, including the insurance industry.All too often I hear this question:“With all of these dangers that you’ve soeloquently outlined, how many windshieldswere installed last year and howmany people were killed due to faultyauto glass installation?”By percentage, the answer is very,very low. But I ask, “What number isneeded before we stand together andtake action?” While the Department ofTransportation (DOT) reported that2,600 people lost their lives in a fouryearperiod due to windshield ejection,does the number have to reach a certainpercentage before it makes senseto put preventative measures into playunilaterally?Jon Fransway would tell you that onedeath over the period of forever is toomany. Jon helps our AGRSS Council bysharing his testimony of what it’s like tohave a sister die in your arms at thehospital after being found 80 feet fromher vehicle, in a corn field, lying on topof the windshield. Remember, though,once every two weeks a car involved ina fatal accident has had its windshieldreplaced within the past 48 hours. Thefew deaths per year attributed to faultyauto glass installations are most likelybecause of the low frequencies of collisionsthat test auto glass retention. So,being that we do not crash very often,should we hide behind this low frequencyof incident and claim thateverything is okay?During a recent presentation, Iasked an audience of insurance companies,“How many children were killedin school zone cross walks this pastyear by drivers exceeding the speedlimit? How many children encounteredschool zone cross walks this year?”From the millions of children exposedto this risk, does such a low frequencyof death mean that speed limit signsshould not be enforced?Insurance ViewpointsThe insurance industry, for the mostpart, continues to view all glass shopsas being equal. After all, the 12,000 retailglass companies that make up ourindustry lay claim to being the best andfollowing the AGRSS Standard. Furthermore,most all retail glass companieshave signed the same Offer andAcceptance contracts guaranteeingtheir conformance to proper auto glassinstallation practices, along with complianceto all pricing and billing requirements.With no appreciablefrequency of complaint or catastrophe,there is no reason to think any differently.Being as objective as possible, it’seasy to understand why this point ofview can exist.The last element is a result of an AGRindustry that has operated for morethan 100 years having no benchmarksof business entry or maintenance. Thisis no one’s fault other than our own.This circumstance has afforded peoplethe opportunity to enter the retail autoglass installation arena at little cost,with no educational requirements, nora standard for performance requirements,no testing and a lack of commitment,etc. This equates to “comeone, come all and do as you will.” Operatingunder this long-term scenario,we ourselves have reinforced the notionthat all glass shops are equal.Keeping these three elements inmind, the answer to “how” we solvethis problem requires three steps. Thefirst step is to define AGR values. Thisstep has been completed in that theAGRSS Standard provides a Standardthat is exact, comprehensive and enforceable.We often refer to the AGRSSStandard as being the line in the sand,continued on page 38www.agrrmag.com November/December 2008 AGRR 37

AGRSS Registration:Third-Party Validation-continued from page 37-separating those who walk the walk ofproper installation practices from thoseonly able to talk the talk. As part of stepone, this defined set of AGR valuesmust be promoted to all parties to createa national awareness, and offer educationand motivation to adopt suchvalues within their buying decisionprocesses. This step has been going onsince 2002 and needs to continue on anational, regional and local street cornerbasis.It must be understood that what isaccomplished by each individual glassshop in its local community is going tocreate brand awareness of the AGRSSStandard. Any other measures offeredby any other parties or resourcesshould be treated as a bonus.Branding is CriticalRalph Nader said it perfectly, statingthat branding is critical and will not beaccomplished by fancy ads, televisionor promotional campaigns but ratherby what glass shops do in their localcommunities in promoting the AGRSSStandard and making it the core fiber oftheir company culture. A gentleman inSeattle recently stated to me, “Theproblem is that most all glass shops arewilling to take on any and all success,business growth and profit possible aslong as someone else is willing to do itfor them.” Remember that the best ofbaseball bats has never hit a home runwithout a set of willing hands to swingit. Our bat is the AGRSS Standard and itdefines our AGR values.The second way to solve our industryproblem is to create a means ofidentifying those who provide thesecore AGR values. This is a service tocustomers in that many, including theinsurance industry, don’t have the timeor resources to test the worthiness ofsome 12,000 subcontracting glasscompanies. Our means of accomplishingthis task comes in the form ofthe AGRSS Registration program. Havingbeen in existence since 2003, weapproach our final phase ofimplementation early in2009 that includes the provisionof independent thirdpartyvalidation—key tosecuring customer buy-in.We must understand thatno customer can take theword of a glass shop, or evena glass shop’s own internalassessment of compliance,because this provides nosafe-guard of reliable proof. There is toomuch risk associated with such asituation.But, in 2009, when AGRSS-Registeredcompanies provide proof ofAGRSS compliance through third-partyvalidation, the insurance industry willhave a trusted process that can be defended,leading to its ability to adoptthe requirement of AGRSS registration.Will they?I cannot answer for any of the 1,200plus providers of auto insurance, but itcertainly makes sense that they should.After all, there is no question concerningtheir need to provide their policyholdersthe best means possible ofvehicle restoration, especially when theoperability of a safety device is involved.Only those glass companies that areAGRSS-Registered should be recommendedor make up the list fromwhich to choose. Anything less is definitelyirresponsible. No longer is theconformance to merely price andbilling procedures the benchmark forglass shops to make the “ApprovalList.” Requiring AGRSS registration ofnetwork shops would provide insurancecompanies a way to show their“duty of care” and concern for theirpolicyholders.Delivering ValuesThe remaining step in solving ourproblem is to make sure that all AGRSS-Registered companies deliver the valuesdefined within the AGRSS Standardon a regular basis. This need remindsme of an interview I watched a fewyears back with Oakland Raiders teamowner Al Davis. Hewas asked dozens ofquestions concerningthe most importantaspects ofrunning a successfulteam. Al did nothingbut grin at the cameraas the onslaughtof questions keptcoming. Finally, andfollowing the last question, Al’s singleresponse was, “Just win, baby!”If you are into winning, follow theadvice provided by former PittsburghSteelers coach Chuck Knoll, who taughtthat “victory is dependent upon preparation.”Each and every player on theAGRSS team must be prepared to meetthe challenges of AGRSS complianceevery day. Keep in mind that thisshould not be a new challenge in thatthere is nothing in the AGRSS Standardthat should not have been occurring inevery glass shop for years.Now you can test your conformanceand prove your compliance. Companymanagement must start by having policiesand procedures in place that areunderstood and utilized by all companypersonnel, whether employees orsubcontractors. Then, make sure thatall technicians are “interview-ready,”meaning that they can discuss the proceduresthey use in conducting autoglass installation and to make sure theiranswers to questions match the writteninstructions by which they have beentrained.The three steps toward solving the“what” is wrong with the retail AGR industrywill work, under the conditionthat you do the same. It is not easy, and,if it were, many more would fulfill the“There is nothingin the AGRSSStandard thatshould not havebeen going on inevery glass shopfor years.”invitation, “Come one, come all and doas you will.”■◗Carl Tompkins is the chair ofthe AGRSS Accreditation Committee.Mr. Tompkins’ opinionsare solely his own and not necessarilythose of this magazine.38 AGRR November/December 2008 www.agrrmag.com

Call Today for a FREE 30-day Demo1-800-959-5500www.ibssoftware.com

Viva Las Vegas!Auto Glass Expo at NACEOffers Latest in New ProductsIn just three short years, Auto Glass Week in Las Vegas has become a premierevent for the industry. Held November 5-8 at the Mandalay BayConvention Center in Las Vegas, the event not only offers three separateconferences, the International Auto Glass Safety (AGRSS) Conference,the National Windshield Repair Association’s annual conference, and theIndependent Glass Association’s fall marketing conference, but also the AutoGlass Expo at NACE. In addition, the Auto Glass Technician Olympics andWindshield Repair Olympics also are held on the show floor.Many companies take this opportunity to launch a brand-new productand to give you a chance to see their offerings up-close. Read on for a samplingof these.Auto Glass Expo @ NACEThe show hours for theAuto Glass Expo @ NACE are as follows.Thursday, November 610 a.m. – 5 p.m.Friday, November 710 a.m. – 5 p.m.Saturday, November 89 a.m. – 3 p.m.For more information,visit www.naceexpo.com.MOULDINGSCreative Extruded GoesGreen with EnvironmentallyFriendly Universal MouldingCreative Extruded Products Inc. hasa new environmentally friendly universalmoulding available, theEco-Trim. Eco-Trim ismade from a rubberlikematerial with rubberperformance butwith less impact onthe environment, thecompany says.“Eco-Trim feels andlooks like rubber mouldingand has the same cold weather flexibility,”reads information from the company.“But, Eco-Trim doesn’t bloom orchalk like rubber.”Eco-Trim’s material is 100 percentrecyclable, according to Creative Extruded,and contains neither lead norchlorine. In addition, company officialssay it is lighter than rubber, whichreduces the load on the technician andalso can reduce fuel consumption.❙❙➤ www.creativeextruded.comIt’s Universal: The UniFitREHAU officials say the company’snew UniFit Pinch-N-Go universalmoulding is manufactured with anelastomeric polymer for cold flexibilityand proven squeak resistance. Themoulding is available in five sizes andits “clothespin” hinge makes installationeasy, while grip ridges minimizeprimer runs, according to the company.Additional features include barbsfor retention on glass, two nylon cordsto minimize stretch and snapback duringinstallation, and a lip position designedto accommodate body andglass deck variations.❙❙➤ http://na.rehau.com/automotiveADD-ONSGGG Offers “SmartAlternative” forGel-Filled SensorsGold Glass Group (GGG) says itsnew SensorTackGGS 901 Gel is thesmart alternativefor gel-filled sensors.According tothe Bohemia, N.Y.-based company, thegel makes it possibleto re-use theround rain/lightoptical sensors thatare filled with a gel.The SensorTack repair set is designedto reattach these sensors to the windshield.Gold representatives say thecontinued on page 4240 AGRR November/December 2008 www.agrrmag.com

National Windshield RepairAssociation Annual ConferenceSchedule at a GlanceThursday, November 67:30 a.m. – 6:00 p.m. Conference Registration Open10:00 a.m. – 4:00 p.m. Walt Gorman MemorialWindshield Repair Olympics(co-sponsored by NWRA)Friday, November 77:30 a.m. – 6:00 p.m. Conference Registration Open8:00 a.m. – 8:30 a.m. Opening and Welcome8:30 a.m. – 10:00 a.m. NWRA Green Glass Initiative10:15 a.m. – 11:45 p.m. Internet Marketing forthe Repair CommunityNoon – 1:00 p.m. Networking Lunch (NWRA Boardof Directors meeting)1:00 p.m. – 1:45 p.m. International Autobody Congressand Exposition (NACE)2:00 p.m. – 3:15 p.m. Insurance Industry Panel3:15 p.m. – 4:00 p.m. Automotive Glazing Trends4:00 p.m. – 4:45 p.m. Repair of Laminated Glass Certification5:00 p.m. – 5:30 p.m. NWRA Repair of LaminatedGlass Certification Examination6:00 p.m. – 8:00 p.m. Welcoming Cocktail PartyView the entire schedule online atwww.nwrassn.org/conference2008.php.Independent Glass Association (IGA)Fall Marketing ConferenceSchedule at a GlanceFriday, November 77:00 a.m. – 6:00 p.m. Conference Registration Open8:00 a.m. – 5:00 p.m. Auto Glass Technician OlympicsPreliminary Heats (co-sponsored by IGA)10:00 a.m. – 5:00 p.m. Auto Glass Expo @ NACE6:00 p.m. – 8:00 p.m. Welcoming Cocktail PartySaturday, November 87:30 a.m. – Noon Conference Registration Open8:00 a.m. – 8:30 a.m. Opening and Welcome8:30 a.m. – 9:15 a.m. IGA Anti-Steering Initiative9:00 a.m. – 1:00 p.m. Auto Glass Technician Olympics – Finals(co-sponsored by IGA)9:00 a.m. – 3:00 p.m. Auto Glass Expo @ NACE9:30 a.m. – 10:15 a.m. Is Radio Relevant?10:30 a.m. – Noon Internet Marketing 3011:00 p.m. – 1:45 p.m. Selling the Value of Your Own Brand2:00 p.m. – 3:00 p.m. Sustainability – Growing Your BusinessThrough Environmentally FriendlyBusiness Practices3:00 p.m. – 4:00 p.m. IGA Auto Glass TechnicianCertification ExaminationView the entire schedule online atwww.iga.org/Fall_Marketing_Conference.php.Third Annual Walt Gorman MemorialWindshield Repair OlympicsSchedule at a GlanceThursday, November 6, 20087:30 a.m. – 4:00 p.m. Registration Open10:00 a.m. – 4:00 p.m. Walt GormanMemorial WindshieldRepair Olympics4:00 p.m. – 4:30 p.m. Awards AnnouncedView the entire schedule online atwww.windshieldrepairolympics.com.Fourth AnnualAuto Glass Technician OlympicsSchedule at a GlanceFriday, November 7, 20087:30 a.m. – 6:00 p.m. Registration Open8:00 a.m. – 5:00 p.m. Preliminary HeatsSaturday, November 8, 20087:30 a.m. – Noon Registration Open9:00 a.m. – 1:00 p.m. FinalsView the entire schedule online atwww.autoglasstechnicianolympics.com.International Auto Glass Safety(AGRSS) ConferenceSchedule at a GlanceTuesday, November 42:00 p.m. – 5:00 p.m. Conference Registration Open2:00 p.m. – 5:00 p.m. AGRSS Committee Meetings(except for Standards Committee)5:00 p.m. – 7:00 p.m. AGRSS Board of Directors MeetingWednesday, November 57:30 a.m. – 6:00 p.m. Conference Registration Open8:00 a.m. – 8:30 a.m. Welcome and “State of theAGRSS Council” Address8:30 a.m. – 9:30 a.m. Glass Plastics Technology & What It WillMean to Auto Glass Service Companies9:45 a.m. – 11:00 a.m.Ten Worst Shop Horrors11:00 a.m. – Noon Validation Support fromAdhesive ManufacturersNoon – 1:00 p.m. Lunch (on your own)1:00 p.m. – 2:30 p.m. Standards Update: Validation3:00 p.m. – 3:45 p.m. Automotive Safety Performance Testing4:00 p.m. – 4:45 p.m. Introducing the AGRSS Code of Ethics6:00 p.m. – 8:00 p.m. Welcoming Cocktail Party andAGRSS Charity AuctionThursday, November 67:30 a.m. – 4:00 p.m. Conference Registration Open8:30 a.m. – 9:30 a.m. Keynote Address by NFLGreat Archie Manning9:45 a.m. – 10:45 a.m. CAP: How to Make YourCustomers Aware of AGRSS11:00 a.m. – Noon Roof Crush Standards1:00 p.m. – 5:00 p.m. AGRSS Standards Committee Meeting5:00 p.m. – 7:00 p.m. AGRSS Board Meeting (if needed)View the entire schedule online at www.agrss.com/conference/.www.agrrmag.com November/December 2008 AGRR 41

sensors are applied easily and quicklyusing a special mixing syringe, allowingthe old sensor to be re-attached in justa few minutes.“We have a system that is inexpensiveand easy to use,” says Gold GlassGroup’s Mark Daniels. “GGG’s Sensor-Tack refill gel has a short curing time socontinued from page 41it can be used in shop or on mobileapplications.”In addition, company representativessay a heating box is available to reducecuring times in colder temperatures,and the heating box also has a built-inlevel indicator and fully adjustable feet.❙❙➤ www.gggcorp.com/sensortack.htmINSTALLATION TOOLSGo SOLO II with AEGISAUTO GLASS ADHESIVES,SEALANTS, AND CLEANERSCOMPLETE URETHANE ADHESIVE SYSTEMMANUFACTURED BY C.R. LAURENCE COMPANYQuality Automotive ProductsAEGIS ® Tools International Inc. nowoffers what it calls the next generationof one-tech windshield-setting tools:the SOLO II. The new SOLO features areversible arm to allow technicians towork from either the passenger ordriver side of the vehicle. The arm alsoextends to accommodate extremewindshield rake angles, wing windows,heavy-duty and loop arm mirrors andlarger truck windshields.In addition, new pivoting cup bracketsallow work on virtually any curvature,according to the company. TheSOLO II also is lighter in weight than itspredecessor, the original SOLO.In addition, AEGIS now includes aheavy-duty carrying bag that holds theSOLO II or original SOLO, and a glasshandler kit. The Madison, Wis.-basedcompany also offers an upgrade kit forowners of the original SOLO so thatthey can have the features of the SOLOII without purchasing a second tool.❙❙➤ www.aegistoolscomThe CRL43 AUTOMOTIVE CATALOG has over400 color pages showcasing thousands ofproducts of specific appeal to the autoglass industry. The CRL43 features acomprehensive line of products for workingwith automotive glass. It also brings youour enormous selection of truck sliders,sunroofs and windows for vans and RV's.VIEW OR DOWNLOAD CRL43 ONLINE at crlaurence.comcrlaurence.comC.R. LAURENCE COMPANYAutomotive Products Manufacturing DivisionTel: (800) 421-6144 ext.7780 • Fax: (800) 587-7501JAB233-9/08REPAIR SYSTEMSGlasWeld AdvancesRepair SystemThe latest autoglass repair systemavailablefrom GlasWeld,the G3fusion system,is designedto create strong,fast repairs. Thesystem includesthe G3 ProVac injector with resin encapsulation,which company officialssay provides high-quality air and mois-42 AGRR November/December 2008 www.agrrmag.com

ture removal, along with the integratedProCur 360-degree curing lamp andthe company’s proprietary resins.❙❙➤ www.glasweld.comREMOVAL TOOLSA.N. Offers Arrayof Blades and KnivesA.N. Designs Inc. will display itsfull product line of UltraWiz ® windshieldremoval hand tools. The latestadditions to the line include the company’sUltraThin paint protectionblades, which are designed to reducepaint damage onvehicles with exposedpinchwelds.Companyrepresentativessay these are especiallyhandywhen cutting outwindshields andbacklites.In addition, A.N. will show its UltraThininterior cut-out blades, whichare designed to make it easy to removethe Ram and Dakota rear windowsby getting around theencapsulation.Finally, the company also will bepromoting its Lever Knife, which isavailable with both a large- and smallsizedhandle.❙❙➤ www.ultrawiztools.comMeet the GlassBot In-PersonNelson Marketing will bedisplaying its Glass Bot, afully automated auto glassremoval tool designed toprovide fast, safe and damage-freeremoval of autoglass.“The Glass Bot is the firstpower tool for auto glass removalspecifically designed for thecutting of the urethane to be accomplishedby cutting away from thebody of the vehicle,” says Rick Nelson,product manager for Nelson Marketing.“This method eliminates damageto the vehicle paint system, mouldingsand glass. The Glass Bot producesa single cutthrough the urethaneusing our high-tensilestrength(HTS) wire.”The Glass Bot isequipped with a 12-voltDC motor, which provideshigh torque atslow speeds to pull theHTS wire at a controlledspeed of 1 inchper second through the adhesive, accordingto the company. It is universallypowered by connecting toany vehicle’s battery.The Glass Bot attaches to the interiorof the glass part with a 7-inchvacuum pad and is operated via a remotecontrol on a 7-foot cord. Theuser is able to monitor the cutting ofthe urethane and control the processfrom the interior or exterior of the vehicle.❙❙➤ www.glassbot.netExtractor EXT-PROV18is New and ImprovedThe Extractor’s EXT-PROV18 is thenew and improved version of the company’sNiCad battery-powered EXT-PROCM2. The tool utilizes an 18-voltcontinued on page 44www.agrrmag.com November/December 2008 AGRR 43

lithium ion battery, which the companysays provides long-runningpower and will remain at full strengthuntil the charge expires. In addition,the EXT-PROV18 is designed to benearly indestructible, and to run at2,800 strokes per minute with a variable-speedtrigger.The package includes two blades, amulti-lingual CD-ROM video, one batteryand one charger. Extra nuts, boltsand an Allen wrench are also includedfor blade mounting.❙❙➤ www.extractor.caIntroducingngScoreMyWebsite.comebe.comcontinued from page 43Reach New Angles withPivot Heat PipeKnife ®The PipeKnife Company, manufacturerof the “Original PipeKnife” sealantcutout knife, announces the additionof the “Pivot Head PipeKnife.” ThePivot Head PipeKnife is a traditionalcutout knife with a hingeddesign, which allows the bladehead area to pivot.In addition to the launch ofthis new product, the companyhas signed an agreementwith Burch-L tools tobecome the exclusive manufacturerof the Pivot HeadPipeKnife, which formerly wasknown as the Burch-L pivot tiplongknife. The patented design ofthe Pivot Head PipeKnife allows theblade head of the long knife to pivot+/- 20 degrees, matching the slopedsurface of the vehicle dash, according tothe company.In addition, Pipeknife representativessay the ergonomic pivoting head designprovides the technician with the abilityto reach the dash line while bending theblade head of the knife so the handlewill be on the same plane as the dash.The Pivot Head PipeKnife is manufacturedfom hight-strength aluminumand is available in 14- and 18-inchlengths and is equiped with a cushionedhandle.❙❙➤ www.pipeknife.comCome see usatNACE Booth #2841800.209.2369www.gtsservices.comAn evolutionary systembuiltfor the industry by the industryADHESIVESSell with Speedand Safety, ADCO SaysADCO will be promoting a newprogram, the “Safe Drive Away Initiativeand Sell with Speed andSafety!” program. Company representativessay the programwas designed to assist shopowners in maximizing profitmargins while also provingquality to customers.“By offering the consumer theoption to ‘value’ their time bychoosing either PRO1 or PRO2products, with one-hour andtwo-hour side drive-aways, respectively,they agree to pay apremium based on the safe driveaway[time],” reads information fromthe Michigan Center, Mich.-based company.“The faster the safe drive-away,the greater the value to both the consumerand the shop owner.”As part of the initiative, ADCO willprovide customized posters, bannersand literature with point-of-purchasedisplays that include shop advertising,as well as service and support.❙❙➤ www.adcocorp.com■44 AGRR November/December 2008 www.agrrmag.com

Home Auto Business ® ® 800-280-9858858www.glassdoctorfranchise.comse.com

Packing It Infocus on REPAIRAuto Glass Shop Owner Finds Success with Window Filmby Penny StaceyDoug Shaw has what many maycall the classic entrepreneurialspirit. When he sees an opportunity,he takes it, as is evidenced by hisgrowing business, Doug’s WindshieldRepair and Replacement in McGehee,Ark. But there’s certainly more to hisbusiness than the name might show;though he still offers both windshieldrepair and replacement, he nowspends the majority of his time applyingwindow film.The BeginningShaw got his start working for theUnited Parcel Service (UPS), where heserved as the local branch’s windshieldrepair technician. And then one day hehad a realization: that he could openhis own business doing repairs. But heworried in his small, rural town, windshieldrepair alone might not beenough to pay the bills—so he learnedto handle installations as well.Doug Shaw (right) and his son, Brett, prepare to install awindshield in a Ford Ranger.Three years after he opened thebusiness, though, he started to realizethe climate was changing, and it wasdifficult to survive on auto glass alone.“There’s no way doing five or sixwindshields a week, unless you keepyour expenses really low—there’s noway to make it,” Shaw says. “I’m kind oflike a lot of other installers out there. Ifocus on quality.”Shaw realized he needed to add anew service to his business in order tosurvive. This was in 2002, and his productof choice was window film.At first, it wasn’t all it was cracked upto be.“I started out hand-cutting windowfilm, and I bought $1,000 worth ofstuff,” he says. “I had nightmares aboutit—I would spend a whole day on a car.I had a friend and I sold my windowfilm tools to him right away. But then, afew months later, I had people callingall day and asking if we did windowfilm, and so I’d give them his number.Then I realized I could be makingmoney on it.”Having had such a tough time applyingthe product before, Shaw decidedto take a different approach thistime around. He searched online for acourse in applying window film, andfound one in Florida.“The instructor taught me how tohand-cut film, but he also had a computer-cutmachine. So I came backfrom school and thought, ‘Man, that’sthe way to go,’” he says. “I looked it upon the Internet and found I needed aplotter and software, and I spent$6,500 [on it].”Shaw adds, “I did all this and thefirst two weeks after I returned to theshop, I never got a call.”But now he knows it wasn’t all fornaught.“Since the end of 2002 to now, I’vetinted a few more than 2,700 vehicles,46 AGRR November/December 2008 www.agrrmag.com

trucks and cars included,” he says. “Ieven tint residential and commercialglass.”Today, Shaw tints about 10 to 12 carsand trucks a week; he installs five toseven windshields in the same timeperiod. In addition, he and his wife,Karin, who works with him, have takenon graphics. They make signs, lettering,etc.“There’s never a boring moment,”Shaw says. “We live in a town of 3,500and we rely on surrounding towns aswell, so you have to do everything. Ifeel sorry for those who only dowindshields—they’re going out leftand right.”Today, the company brings in approximately$280,000 in annual sales;approximately $90,000 of that comesfrom the original auto glass repair andreplacement business, and $70,000from the film side of the business. Theremaining $120,000 comes from thecompany’s graphics business—whichincludes signs, truck lettering, individualdecals and t-shirts.Inside TintingOf course, tinting and installingglass are very different, but both havesomething in common: a need for attentionto detail.“I want to do good work,” Shawsays. “I don’t want customers comingback to me and asking, ‘why’d youscratch my car?’ I take a lot of pride inwhat I do.”However, this has also made it hardfor Shaw to find employees.“I started out with two employeesand then went down to one,” he says.“I’ve had people helping me tint windowsbefore, but I’ve had a hard timefinding people as particular as me.”With his attention to detail, Shawhas been able to persevere.“It’s aggravating at first,” he says. “ …But the main thing is the cleaning.There are just steps you follow and youwork slow at those steps until you getfaster and faster, and after a while youdon’t even think about it.”While Shaw notes that both installationsand tint jobs are labor-intensive,he says the tint profits are muchhigher, as the materials involved canbe purchased so cheaply.“It’s really worth the trouble,” Shawchuckles.Less than a year ago, Shaw took hisdiversification a step further—intotinting flat glass.“I’ve only done three or four jobs,but they’re the simplest,” he says.“Again, the cleaning is the main thing.”ChallengesOf course, keeping up with twovastly different businesses isn’t alwayseasy. Shaw has found scheduling to behis biggest issue.“If I have several windshields, I try tokeep those on one day and tinting onanother,” he says. “But I have done it,though—there are days when you haveto do both.”His main reason for alternating betweenthe two is for the organization ofhis shop, since the tools involved ineach service are so different.He also still does about 12 to 15 repairsa week—though he’s shied awayfrom mobile work in recent years,dropping this down a bit.“It’s hard to get me out of the shopto do a mobile job, but I occasionallywill,” Shaw says.With four services under hisbelt—from auto glass installs tofilm to repair to graphics—whatmight be next for Shaw? At thispoint, his docket might befull, he says.“I don’t think I havetime to fit anything elsein,” says Shaw. ■◗Penny Stacey isthe editor ofAGRR magazine.Entering the Film Businessin Four Easy StepsWhile entering the film business maysound like an overwhelming feat, whenyou’ve been involved strictly in autoglass repair and/or replacement, but forDoug Shaw, it was just a few easy steps.1. Find a training program. Shaw foundhis particular course by searching online.2. Find a distributor in your area. For alist of these, visit the website of AGRR’ssister publication, WINDOW FILM magazine,at www.windowfilmmag.com and click onthe link to the right of the screen for theOnline Buyers’ Guide.3. Advertise your new offerings. ForShaw, this was as simple as hanging asign on the side of his shop that said “Wenow tint.”4. Take your time, and try differenttechniques. When Shaw first began inthe business, he was hand-cutting hisfilm, and he describes this as a nightmare.Soon, he discovered the ability tocomputer-cut his film and purchased asystem, which completely changed thebusiness for him.www.agrrmag.com November/December 2008 AGRR 47

Repair Round Upnwra reportspauls@glassmedic.comThe Idiot’s Guide to Windshield Repairby Paul Syfkofocus on REPAIRTHIS SUMMER TWO DISTURBingevents affected the NationalWindshield Repair Association(NWRA) members and the image ofthe entire trade. The disturbing part ofeach event is that they are both uniqueexamples of the lack of familiarity thegeneral public has, not only windshieldrepair, but about the auto glass industryas a whole.The Other White MeatThe first event occurred early thissummer in Family Circle magazine andhas to do with the other white meat;pork. NWRA staff came across an adthat created a dangerous misrepresentationof windshield repair. A full-pagecolor ad for pork products by the NationalPork Board was published inseveral issues and compared pork withfingernail polish. The offending languagelikened clear fingernail polish to“the estrogen equivalent of duct tape”and stated that some women use it to“fix just about everything—a run in mystockings, a chip in my windshield …”[my italics]. Not only was this ad mostlikely sexist, it was not even close toproviding any assistance for rock chips.Family Circle reaches over 23 millionsubscribers every issue.After we at NWRA were finished withour piggy jokes and our disgust with theignorance and sexism of the ad, we immediatelybecame concerned that awell-meaning reader would take this informationto heart and possibly attemptto use clear nail polish as a remedy for achipped windshield. Therefore NWRAtook time and contacted both SteveMurphy, the chief executive officer ofthe National Pork Board, and LindaFears, editor-in-chief of Family Circle“As you can see, NWRA had a wonderfultime this summer being educatedabout the windshield repair industryby pig farmers and loan sharks.”magazine, informing them of the improprietyof the language and requestingthat the advertisements be pulled.NWRA also requested the publicationsrun corrected information. NWRA hassince received word from the NationalPork Board confirming that the advertisementwill no longer be published.NWRA is still waiting for a reply fromFamily Circle and will continue to pushfor a correction by that publication. Iwould encourage AGRR readers to informNWRA if they see such misleadingads in other magazines.Loan SharksThe second disturbing event of thesummer involved NWRA memberMichelle Rantuccio of the WindshieldRepair Center in New Jersey. Michellerecently ran into some difficulty whenshe began searching for a new home inSouth Carolina. Hoping to expand herwindshield repair business into SouthCarolina along with her move, she wastold by her lender, Shore Mortgage Co.,that she was not eligible for a residentialmortgage. Shore Mortgage informedMichelle that windshield repair companieswere not considered mobile businessesand she could not run one fromher residence without the proper coverageon the home. Since Michelle and herhusband already operate two repair locationsin the New Jersey and Philadelphiaareas, she contacted NWRA to drafta letter on her behalf to her ignorantlender. Unfortunately for Michelle, themortgage company responded to herand our protests stating that they couldnot “verify her information” and deniedthe loan. They did so even after she providedthem letters from her Congressmanin New Jersey, her accountant and,of course, NWRA. The mortgage delayresulted in thousands of dollars inpenalties from her builder because hewas unable to start construction on herhome according to their contract. (Andsome still wonder why the housing marketis in such dire straights.)As you can see, NWRA had a wonderfultime this summer being educatedabout the windshield repairindustry by pig farmers and loansharks. These are just a few examplesof the threats that NWRA directors,staff and members respond to on adaily basis. But we are happy to do itand through programs like our greeninitiative, new NWRA consumer website(coming soon) and windshield repaircertification, we will slowlyprovide our membership with the consumerawareness they need to increasethe number of repairs done every year.Oink-oink!■◗Paul Syfko is president of Glass MedicAmerica in Westerville, Ohio, and servesas president of the National Windshield RepairAssociation (NWRA). Mr. Syfko’s opinionsare solely his own and not necessarily thoseof this magazine.48 AGRR November/December 2008 www.agrrmag.com

Tech Tipshelpful hintsThe leading windshield repair systemsteAsk the Doctorby Gayle GoodONCE AGAIN, THE AGE-OLDquestion has popped up:to drill or not to drill?The main purpose ofdrilling is to gainaccess into thedamage for betterresin flow.Most repairs can be done withoutdrilling, but there are a few instanceswhere the drill is needed.Repairing damage without animpact point, filling an unconnectedarea, repairing and stopdrillingand end for a crack repair areall situations in which a drill comes in handy.Windshield repair also factors in the type of injectorsystem you use and the viscosity of resin you are using. Repairtechs using injector systems that provide little pressure/vacuummay need to drill the breaks more often thanthose using other systems.The down side to drilling is that it adds depth to the pitarea, causing a slightly larger blemish when done. Also, airbubbles may appear in the drill channel. Repairing withoutdrilling leaves a nicer finish, so try to do the repair first,and then, if there is a problem with the resin getting in orthe air vacuuming out, you can always drill after the factbefore curing.Another quick use for the drill is to fill surface pits. Surfacepits usually do not need fixed; however, if they are bigenough, a customer might ask you to try to do somethingwith them. Using the drill to slightly etch the area gets thehills and valleys out and provides a uniform depth. Oncethe pit is filled and scraped smooth, the pit should flattenfrom the inside and the white pit should be clear.Some techs never drill, some always drill and there arethose who do both. No way is wrong, but a drill is a musthavetool in your kit, just in case. I’m sure the debate willcontinue, though, so if all else fails, check your kit manufacturer’sinstructions.■◗Gayle Good of Cindy Rowe Auto Glass is the technical directorof the National Windshield Repair Association. Ms. Good’s opinionsare solely her own and not necessarily those of this magazine.GlazexWhen it comes to thetools of our trade,beauty is only skin deep. When you couplehigh performance and durabilty with thefact that it just may be the easiest system onthe market to master, you can’t go wrong.•SServing thewindshield repairindustry since 1988• International nal supplier of wind-shield repair supplies and resins• 20 years proven track record•Very affordableWhyGlazex?www.glazex.com1-800-545-2770EMERALD SPONSOR OF THE 2008 WINDSHIELD REPAIR OLYMPICSSTATEMENT 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 subscriptionprice of $35.00. Office of publication is located at 385 Garrisonville Road,Suite 116, Stafford, VA 22554; Headquarters of general business offices ofthe publisher is located at 385 Garrisonville Road, Suite 116, Stafford, VA22554.Publisher: Debra A. Levy, 385 Garrisonville Road, Suite 116, Stafford, VA22554. Editor: Penny Stacey, 385 Garrisonville Road, Suite 116, Stafford, VA22554. Managing Editor: Shannon Fletcher, 385 Garrisonville Road, Suite116, Stafford, VA 22554.The owner is Key Communications Inc., 385 Garrisonville Road, Suite 116,Stafford, VA 22554. Stockholders holding one percent or more of totalamount of stock: Debra A. Levy. Known stockholders, mortgages, and othersecurity holders holding one percent or more of total amount of bonds, mortgages,or other securities: None.The average number of copies of each issue during the twelve months precedingthe date shown is: (A) Total number of copies: 28,598; (B) Paidand/or requested circulation [(1) Sales through dealers and carriers, streetvendors, or counter sales: 0; (2) Paid or requested mail subscription:26,951]; (C) Total paid and/or requested circulation: 26,951; (D) Free distributionby mail (samples, complimentary and other free): 373; (E) Free distributionoutside the mail (carriers or other means): 138; (F) Total freedistribution: 511; (G) Total distribution: 27,462; (H) Copies not distributed[(1) from office use, leftover, unaccounted, spoiled after printing: 1,136, (2)Returns from News Agents: 0]; (I) Total: 28,598; (J) Percent Paid and/or requestedcirculation: 98.14.Actual number of copies of single issue published nearest to filing date; (A)Total number of copies: 28,316; (B) Paid and/or requested circulation [(1)Sales through dealers and carriers, street vendors, or counter sales: 0; (2)Paid or requested mail subscription: 27,386]; (C) Total paid and/or requestedcirculation: 27,386; (D) Free distribution by mail (samples, complimentaryand other free): 188; (E) Free distribution outside the mail (carriers or othermeans): 0; (F) Total free distribution: 188; (G) Total distribution: 27,574;(H) Copies not distributed [(1) >From office use, leftover, unaccounted,spoiled after printing: 742, (2) Returns from News Agents: 0]; (I) Total:28,316; (J) Percent Paid and/or requested circulation: 99.32.I certify that the above statements made by me are correct and complete.Debra Levy, Publisher.www.agrrmag.com November/December 2008 AGRR 49focus on REPAIR

WGR Reportsrepair newsASSOCIATION NEWSNWRA Makes Sustainability Pledgefocus on REPAIRTHE NATIONAL WINDSHIELDRepair Association (NWRA) hascompleted and is releasing thefirst part of its auto glass industry sustainabilityprogram by distributing itsGreen Glass Pledge to its members. Renamedthe Green Glass Initiative, theNWRA says the purpose of the programwill be “to change the world onerepair at a time.”NWRA is completing a “greenproofing”packet to help its membersand the industry as a whole incorporatesustainable business practices.NWRA will present the auto glass industrywith its Green Glass Initiativeand Green Paper during the openingsession of this fall’s 2008 NWRA AnnualConference in Las Vegas. The sessionwill outline how the auto glass industrycan use repair and other environmentallyfriendly practices to make itselfa model industry for sustainablebusiness practices.“Green” Paper Research Ongoing;Paper on Track for Fall Conference Roll-OutResearch for the National Windshield Repair Association’s (NWRA) “Green” Paperon the environmental benefits of windshield repair is well under way and associationrepresentatives say it is hopeful that the final product will be ready before the2008 Fall Conference in Las Vegas. Information presented in the paper is based onraw data, such as the difference in the amount of oil needed to create one car window(2 kilograms) versus creating one kilogram of fresh resin (4 grams).The research paper, often referred to as a white paper under other circumstances,has been dubbed a “green” paper for its focus on the environmental impact ofwindshield repair compared to replacement.■A SPONSOR OF THE 2008 AUTO GLASS TECHNICIAN OLYMPICS INNOVATION AWARD50 AGRR November/December 2008 www.agrrmag.com

the sho wroomnew productsSCRATCHREMOVAL SYSTEMSSave the Glass with NewSystem from EqualizerEqualizer Industries in RoundRock, Texas, now offers a scratch removalsystem that the company sayscan easily pay for itself after just acouple of scratch removals. TheEqualizer system utilizes polishingdiscs that have a surface consisting ofprecisely shaped, fine-grade ceriumTOOLSoxide “pyramids.” As the “pyramid”tops wear down, fresh polishing materialis continually exposed, resultingin a fast, consistent polish rate withdistortion-free results, according tothe company.The Equalizer scratch removal kitcontains a 120-volt multi-speed buffingmachine, wax pencil for markingscratch location from inside the vehicle,general purpose backup pad, 50cerium oxide polishing discs in a protectivecase, bottle of pre-mixedcerium oxide polishing compound,Velcro ® backup pad/sponge for finalpolishing, and a video user guide. Allof these components come in aheavy-duty carrying case.Equalizer also released a new websiteearlier this year, which it says ispacked with new features and information,and has been re-designedover the last year based on input fromvisitors from all over the world.Work from Both Sides with Lilbuddy Pro 1Lilbuddy has introduced the new Lilbuddy Pro 1, an updated version of itsoriginal tool that features an optional design for the passenger side mount ofthe driver’s side mount. In addition, all models of the tool now offer a heavydutysliding rod to handle the weight of heavy RV and semi-truck windshields.The Lilbuddy also offers the technician the ability to lower the windshieldinto the urethane without the need for removal of either suction cup fromthe glass.❙❙➤ www.lilbuddypro.com“We really took this design to thenext level,” says Equalizer presidentEric Asbery. “What we were strivingfor was more simplicity and ease ofuse while keeping the same greatpresence we’ve had on the web for somany years now. I think we accomplishedjust that.”❙❙➤ www.equalizer.comAPPARELHangin’ Toughwith Tuff-n-LiteTextile Research and DevelopmentCo., a division of the Supreme Corp.in Conover, N.C., has developed Tuffn-Lite,a materialdesigned toprotect techniciansfrominjury fromhandling glass.The companysays the newcut, slash andabrasion protectivematerialis strongerthan steel, butprovides thecomfort andflexibility ofcotton.“Throughmany years ofresearch, we’vedeveloped agroundbreaking productfor the glass industry,” says ownerNat Kolmes. “Not only does Tuff-n-Lite outperform the cut and slash resistanceof the commonly usedaramid material, it’s comfortable andcool to wear.”In addition, company officials sayTuff-n-Lite is not affected by ultravioletlight and can be washed, bleached anddisinfected without harm.The company offers gloves, a jacketand sleeves in the material.❙❙➤ www.tuffnlite.com■52 AGRR November/December 2008 www.agrrmag.com

Fourth Annual Auto Glass Safety Conference &Second Annual AGRSS Charity AuctionNovember 5-6, 2008Mandalay Bay Convention CenterLas Vegas, NevadaSponsored by the AGRSS Council Inc.www.agrss.com/conferenceInternational Autobody Congress & ExpositionHost of the Auto Glass Expo @ NACEConference: November 5-8, 2008Exposition: November 6-8, 2008Mandalay Bay Convention CenterLas Vegas, NevadaSponsored by the ASAProduced by Hanley-Wood ExhibitionsThird Annual Walt Gorman MemorialWindshield Repair OlympicsNovember 6, 2008Mandalay Bay Convention CenterLas Vegas, NevadaSponsored by the National WindshieldRepair Association (NWRA) and AGRR magazineEvent Management by AGRR magazinewww.repairolympics.comNWRA Annual ConferenceNovember 6-7, 2008Mandalay Bay Convention CenterLas Vegas, NevadaSponsored by the NationalWindshield Repair Association (NWRA)www.nwrassn.orgFourth Annual Auto Glass Technician OlympicsNovember 7-8, 2008Mandalay Bay Convention CenterLas Vegas, NevadaSponsored by the IndependentGlass Association (IGA) and AGRR magazineEvent Management by AGRR magazinewww.autoglassolympics.comIGA Marketing ConferenceNovember 7-8, 2008Mandalay Bay Convention CenterLas Vegas, NevadaSponsored by the Independent Glass Association (IGA)"Lighting the way to a better future."INDEPENDENTGlass AssociationNovember 5 – November 8, 2008Mandalay Bay Convention CenterLas Vegas, NVVisit www.glassexpos.com or call 540/720-5584 for your chance to learn more.tm®TMAuto Glass Week in Las Vegas!Six Events, Four Straight Days, Too Important to Miss

New Sales ManagerJoins GlasWeldGlasWeld has hired Dan Sayers as itsnewest sales manager. Sayers will be responsiblefor working with customersto manage the sales and customer serviceexperience for GlasWeld equipmentand services. Sayers has extensive salesexperience, primarily in the telecomindustryinsiderspeople in the newsCOMINGS AND GOINGSPGW Has New ChairmanPittsburgh GlassWorks (PGW), formerlyPPG Auto Glass, has anew chairman andchief executive officer,James Wiggins, an operatingpartner ofFrankKohlberg & Co. FrankArchinaco Archinaco, formerlypresident and chief executiveofficer of the business, will continuefor a transitionary period as seniorvice president of strategy and planning.The changes come with the completionof the sale of the business toKohlberg & Co., effective October 1.“Our first order of business will be tocapitalize upon the synergies and marketopportunities that are available tous as a broad-based, independent organization,”says Wiggins.“We want to expand upon the leadershipposition these businesses holdin the automotive glass and servicesindustry,” adds Wiggins. “As with otherKohlberg business acquisitions, ourapproach will be aggressive, yet smart.We purchased this business from PPGbecause of its leading position in themarkets it serves and we believe in itscontinued success. To ensure that future,we’re willing to invest in the rightareas of the business to accomplishthat objective.”SRP ® IntroducesNew Product ManagerShat R Proof Corp. has hired RogerOlsen as product manager for SRP products.He will manage new product developments,analyze market opportunities,and provide technicaland sales support toSRP sales force andcustomers.Olsen also will participatein direct marketingactivities forRoger Olsen both new and existingcustomers, and willcarry out the development and implementationof new training programsfor all SRP products.BREAK THROUGHinto EXPANDED marketswith Agricultural and Industrial GlassA&I Products has an full line of cab glass covering manymodels of tractors, combines, backhoes, excavators, and more. A&I’s glassis manufactured to OEM standards assuring quality with a perfect fit.Call to become a dealer today!800-657-4343www.aiproducts.comfrom A&I Products.A&I Products has a 240 page Cab Glass catalog and a live, continouslyupdated online parts listing available to dealers.Why keep your potential customers out in the elements when you can providethem with quality Agricultural and Industrial glass from A&I Products.54 AGRR November/December 2008 www.agrrmag.com

Dan Sayersmunications industry.Prior to joiningGlasWeld, Sayers wasa regional customerservice manager forIntegra Telecom andhad worked in thetelecommunicationsindustry for 15 years.No GimmicksNo HypeNo BullFree informationand samples.NOVUS Appoints NewOperations LeaderNOVUS ® Glass hasappointed Jeff Robinsonto the newly createdposition ofdirector of franchiseoperations. Robinsonwill be responsible forfranchisee business Jeff Robinsondevelopment, contractenforcement, compliance and supervisionof the training and preferredprovider programs and be responsiblefor the day-to-day management anddirection of NOVUS franchise operationsfor the United States. Robinsonalso will continue to manage NOVUS’sWestern region.Paul Schulte, previously vice presidentof franchising, will continue his roleas vice president of sales for Shat-R-Proof Corp., and will now focus full-timeon SRP’s North American sales efforts.He will continue to work in Seattle.Professional Windshield Repair ProductsSimply the best or your money back!800.548.8332 Toll Freeinfo@deltakits.comwww.deltakits.com (On-Line Ordering and Live Support)www.windshield-repair-forum.com (World’s Largest)Belron US Adds TwoBelron US has appointedCarrie Browningto the position ofrecruiting manager inits corporate humanresources departmentCarrieBrowningin Columbus, Ohio.Browning will be responsiblefor managingthe recruiting andselection activities for the company toplace managers, professionals and supportstaff. She also will enhance recruit-continued on page 56www.agrrmag.com November/December 2008 AGRR 55

IndustryInsiderscontinueding strategies to source candidates fromthe local community and nationwide.Browning comes to Belron US fromthe Waterfront Group in Charlotte, N.C.,where she worked as a human resourcesmanager. She previouslyworked for Fairwinds Credit Union as acorporate recruiter.In addition, John Grimaldi hasjoined Safelite as general manager forthe Tucson, Ariz., market, where he willbe responsible for leading a team of 50employees in five locations.Grimaldi will be responsible forSafelite locations in Tucson, SierraVista and Nogales, Ariz.KUDOSAuto Glass Shop OwnerGives Something Back toCommunity with Good DeedJust like the rest of the industry, DickJohnson, president of Johnson’s AutoGlass & Trim in Plattsburgh, N.Y., sayshis company is feeling the sting of thedown economy and high gas prices. Butrecently, the company had a chance tohelp a customer out in a big way.A local single mother was the victimof a rash of vandalism in the town, andcame to the company seeking a backlitereplacement on her Ford Taurus.But she didn’t have glass coverage, andthe price of having it replaced wasmore than she could pay.“This was the time to help someoneout,” says Johnson. “You could tell justby talking with her the spirit that shehas. She’s just really a highly spiritedperson, and she said these were justbumps in the road.”Johnson said the woman’s two-yearoldson, who has some heart problemsand needs frequent medical attention,also struck him.“She has some tough odds againsther,” he says, “and it was just time tohelp her out.”BRIEFLY …Nashville residentRandy Whitbyjoined the JackMorris Auto Glassteam in June as astrategic market accountmanager …Randy Whitby Vilma Watson recentlyjoinedGlasspro in Charleston, S.C., as a bilingualcustomer service representative. ■56 AGRR November/December 2008 www.agrrmag.com

on theroadcalendar of eventsD A Y /P L A N N E RNovember 6-8, 2008NACE ExpoSponsored by theAutomotive Service Association.Mandalay Bay Convention Center.Las Vegas.Contact: www.naceexpo.com.November 5-6, 2008The International Auto Glass SafetyConference (the AGRSS Conference)Sponsored by the Auto Glass ReplacementSafety Standards (AGRSS) Council Inc.Mandalay Bay Convention Center.Las Vegas.Contact: Visit www.agrss.com.November 6, 2008Third Annual Walt Gorman MemorialWindshield Repair OlympicsCo-sponsored by the National WindshieldRepair Association (NWRA) and AGRR magazine.Mandalay Bay Convention Center.Las Vegas.Contact: NWRA at 540/720-7484or visit www.nwraassn.org.November 7-8, 2008Fourth Annual Auto Glass Technician OlympicsCo-sponsored by the Independent GlassAssociation (IGA) and AGRR magazine.Mandalay Bay Convention Center.Las Vegas.Contact: AGRR at 540/720-5584or visit www.glassexpos.com.November 7, 2008National Windshield RepairAssociation (NWRA) Annual ConferenceSponsored by the NWRA.Mandalay Bay Convention Center.Las Vegas.Contact: NWRA at 540/720-7484or visit www.nwrassn.org.November 8, 2008Independent Glass Association(IGA) Marketing ConferenceSponsored by the IGA and AGRR magazine.Mandalay Bay Convention Center.Las Vegas.Contact: IGA at 540/720-7484or visit www.iga.org.December 8-10, 2008Glass Expo Midwest ’08Co-sponsored by AGRR magazine.Renaissance SchaumburgHotel & Convention CenterSchaumburg, Ill.Contact: AGRR magazine orvisit www.glassexpos.com.2009February 18-20, 2009National Auto Glass ConferenceSponsored by the NationalGlass Association (NGA).Omni Orlando Resort at ChampionsGate.Orlando, Fla.Contact: NGA at 866/342-5642.March 25-26, 2009Glass Expo Northeast 2009Sponsored by AGRR magazine.Hyatt Regency Long Islandat Wind Watch Golf Club.Long Island, N.Y.Contact: AGRR magazineat 540/720-5584.■Subscribe toor subscribe online at www.glass.com/subcenter.phpI want to start/continue my FREE SUBSCRIPTION to AGRR: ❏ YES ❏ NOPrint your name: ______________________________________________________ Title:________________________Sign your name: ______________________________________________________ Date: _______________________Company: ______________________________ Phone: ______________________ Fax: ________________________Address: _________________________________City: ________________________State:__________Zip:__________E-Mail Address: __________________________1. Please check the ONE category that BEST describes the business activity of your company:1 ❏ Retailer/dealer of auto glass &/or relatedproducts(repair &/or replacement).2 ❏ Distributor/wholesaler of auto glass&/or related products (repair &/orreplacement).3 ❏ Manufacturer/fabricator of OE auto glass&/or related products.companies.7 ❏ Others allied to the field (please specify): ___________________________2. Please check the ONE below that best describes your title and function:A ❏ Owner, president or other managersB ❏ Repair technicians/Auto glass installerC ❏ Technical engineersD ❏ Claims adjuster, agent or other insurance officialE ❏ Others allied to the field (please specify): __________________________3. Number of employees:A ❏ 1-4 B ❏ 5-9 C ❏ 10-19 D ❏ 20-49 E ❏ 50-99 F ❏ 100+4. Please check all organizations you are a part of:A ❏ IGA B ❏ NWRA C ❏ NGA D ❏ Nonefor FREE4 ❏ Manufacturer/fabricator of AGR glass &/or relatedproducts. (repair &/or replacement)5 ❏ Manufacturer/fabricator of both OE & AGR glass&/or related products.6 ❏ Other AGR-related companies such as auto body,collision repair, fleet management or insuranceMY BUSINESS IS ENGAGED IN THE AUTO GLASSREPAIR, REPLACEMENT OR OEM INDUSTRY.❏ YES ❏ NOSubscriptions are free to all qualified recipients at U.S. addresses. Addresses outside the U.S. please add $65 per year.By checking yes and signing this form, I also agree to allow publisher to contact me via fax and/or telephone in the future.PLEASE COMPLETE THIS ENTIRE FORM AND FAX IT TO 630/482-3003www.agrrmag.com November/December 2008 AGRR 57❏CHECK HERE TO ALSO SUBSCRIBE TO THEFREE DAILY glassBYTEs TM E-MAIL NEWSLETTER.I WOULD LIKE TO RECEIVE MY SUBSCRIPTION INTHE FORM OF: (CHECK ONE)❏ PRINT ❏ DIGITAL

SEEK AND FINDclassifiedsAGRR Business for SaleColorado mountain resort community.Leader in the area. Gross Sales$563,000+. Growing. Adj. Profit$208,000+. Real estate available. RonBrash. 800/395-7653, www.fbb.com,FBB, Ltd.YOUR AD COULD BE HERE!To place a classified ad please contact Janeen Mulligan at540/720-5584, ext. 112, or e-mail jmulligan@glass.com.The deadline for the January/February 2009 issue is December 26.THE SHOWCASEdirectory of suppliersAdhesives/SealantsSRP GLASS RESTORATION10425 Hampshire Ave. SBloomington, MN 55438800/328-0042 (phone)952/946-0461 (fax)www.srpglassrestoration.comsales@shatrproof.comAuto GlassGlazexP.O. Box 2180Orem, UT 84059800/545-2770 (phone)800/226-6464 (fax)www.glazex.comNATIONAL GLASSBROKERS, LLC3115 Fry Rd., Suite #401Katy, TX 77449281/599-1550 (phone)281/599-8158 (fax)www.nationalglassbrokers.comsales@nationalglassbrokers.comSAINT-GOBAINAUTOVER USA, INC.6951 Alan Schwartzwalder St.Columbus, OH 43217614/409-1901 (phone)614/409-1906 (fax)www.autover.usDorothy.moorhead@saint-gobain.comRV GlassCOACH GLASS98 North PolkEugene, OR 97402800/714-7171 (phone)888/714-7171 (fax)rv@coachglass.comInformation SourcesASSOCIATIONSNATIONAL WINDSHIELDREPAIR ASSOCIATIONP.O. Box 569Garrisonville, VA 22463540/720-7484 (phone)540/720-3470 (fax)www.nwrassn.orgINDEPENDENT GLASSASSOCIATION385 Garrisonville Rd.Suite 116Stafford, VA 22554540/720-7484 (phone)540/720-3470 (fax)www.iga.orgPUBLICATIONSAGRR MAGAZINEKey Communications, Inc.385 Garrisonville Rd.Suite 116Stafford, VA 22554540/720-5584 (phone)540/720-5687 (fax)www.agrrmag.comSoftwareAUTO GLASS-RELATEDGLASSMATE (MITCHELL)9889 Willow Creek Rd.San Diego, CA 92131800/551-4012 (phone)858/653-5447 (fax)www.mitchell.comTools and SuppliesA.N. DESIGNS INC./ULTRAWIZ®30 Norwood StreetTorrington, CT 06790860/482-2921 (phone)860/482-8585 (fax)Windshield Removal ToolEXTRACTOR/CRYSTALGLASS CANADA9508 - 45 Ave.Edmonton, AB T6E 5Y9Canada877/628-8837 (phone)780/438-5915 (fax)www.extractortools.comWindshieldRepair ProductsAMERICAN WINDSHIELDREPAIR SYSTEMS20936 S.R. 410 EastBonney Lake, WA 98391888/860-1518 (phone)253/891-7294 (fax)www.rockchipkits.comDELTA KITS INC.P.O. Box 26509Eugene, OR 97402541/345-8554 (phone)800/548-8332 (toll free)541/345-1591 (fax)sales@deltakits.comGLASWELD SYSTEMS29578 Empire Blvd.Bend, OR 97701541/388-1156 (phone)541/388-1157 (fax)www.glasweld.comLIQUID RESINS/A.C.4295 N. Holly Rd.Olney, IL 62450618/392-3590 (phone)800/458-2098 (toll free)618/392-3202 (fax)www.liquidresins.comREPAIR SYSTEMS & SERVICESGLASS MEDIC7177 Northgate Way, Ste. CWesterville, OH 43082614/891-9222 (phone)614/891-9227 (fax)www.glassmedic.comAEGIS TOOLSINTERNATIONALP.O. Box 259688Madison, WI 53725-9688608/274-9254 (phone)608/274-9395 (fax)www.aegistools.cominfo@aegistools.comWINDSHIELD REMOVAL TOOLSA.N. DESIGNS INC./ULTRAWIZ®111 Putter LaneTorrington, CT 06790860/482-2921 (phone)860/482-8585 (fax) ■GET THE ATTENTIONYOUR BUSINESS NEEDSTo become part of the directory of suppliers,please contact Janeen Mulligan at540/720-5584, ext. 112, or e-mailjmulligan@glass.com.Listings start at $350. Don’t miss out!58 AGRR November/December 2008 www.agrrmag.com

ADVERTISING INDEXPage Company Phone Fax Web Address54 A & I Products 800/657-4343 712/476-4236 www.aiproducts.com62 AEGIS Tools International 888/247-6000 608/274-9395 www.aegistools.com14 American Auto Glass Alliance 888/274-4814 602/343-5117 www.americanautoglassalliance.com29 A.N. Designs Inc. 866/482-2921 860/482-8585 www.ultrawiztools.com10 BTB Auto Glass Tools 888/293-1816 888/293-1896 www.btbtools.com61 Carlite 734/666-2820 734/542-0303 www.carlite.com34 Coach Glass 800/714-7171 541/393-5896 www.coachglass.com17 Creative Extruded Products 800/273-1535 937/667-3647 www.creativeextruded.com42 C.R. Laurence Co. Inc. 800/421-6144 800/587-7501 www.crlaurence.com13 Davis Instruments 800/678-3669 510/670-0589 www.carchip.com55 Delta Kits Inc. 800/548-8332 541/345-1591 www.deltakits.com9 Dow Automotive 800/453-3779 937/254-3779 www.dowautomotiveaftermarket.com15 EFTEC Aftermarket 866/596-7772 866/596-7778 www.eftecna.com3 Equalizer Industries 800/334-1334 512/388-4188 www.equalizer.com50 Extractor/Crystal Glass 877/628-8837 780/438-5915 www.extractortools.com45 Glass Doctor 800/280-9858 254/745-5098 www.glassdoctorfranchise.com35 GlasWeld Systems 800/321-2597 541/388-1157 www.glasweld.com49 Glazex 800/545-2770 801/802-7770 www.glazex.com27 Gold Glass Group 800/448-5188 631/981-4299 www.gggcorp.com44 GTS Services 800/209-2369 503/624-0433 www.gtsservices.com19 Guardian Industries 800/662-4544 568/757-8329 www.rvglassparts.com39 IBS Software 800/959-5500 816/471-1939 www.ibssoftware.com20-21 Mainstreet Computers Inc. 800/698-6246 734/697-8228 www.mainstreetcomp.com23 Mitchell International 800/551-4012 858/653-5447 www.nags.com5 Mygrant Glass Co. 866/956-5084 510/785-3176 www.mygrantglass.com55 Night Watchman Co. 800/322-8867 586/498-2301 www.nightwatchman.netC2 Pilkington 866/377-3647 419/247 3821 www.epremier.net25 Pittsburgh Glass Works 412/434-2595 412/434-3990 www.pgwglass.com11 Precision Replacement Parts 800/367-8241 800/545-5083 www.prp.com7 REHAU Inc. 800/247-9445 703/777-3053 www.rehau.com1 Shat R Proof Corp. 800/728-1817 952/946-0435 www.shatrproof.com56 Ultra Bond 800/398-2663 970/256-1786 www.ultrabond.com51 Unruh Fab Inc. 888/772-8400 316/772-5852 www.unruhfab.com43 Yih-Tair Industrial Inc. 877/975-5554 210/310-0982 www.flexlinemoldings.comwww.agrrmag.com November/December 2008 AGRR 59

Avocationslife beyond the auto glass businessSinging My SongFAST FACTSName: Adam NultonDay Job: Owner, Northeast Auto GlassLocation: Wilkes-Barr, Pa.Alter Ego: Singer/SongwriterWHEN ADAM NULTON,owner of Northeast AutoGlass in Wilkes-Barr, Pa.,was just 12 years old, he learned of anopportunity in his hometown. A localpreacher was offering guitar lessonsfor just $1 an hour in an effort to supporthis church. But Nulton foundmore than an opportunity—he founda lifelong hobby.“I took lessons for about a year, andever since then, I’ve continued playing,”he says.Now, nearly 20 years later, he’s stillplaying—and has taken the hobby astep further, by adding songwritinginto the mix.In fact, these days, he rarely plays acover.“Pretty much the stuff I do is moreof a rootsy, acoustic type of material,”Nulton says. “I mainly focus on writingoriginals—I don’t usually use othermaterial.”Though Nulton has been in severalbands, the one that had the most profoundeffect on him was one called theCustom Blend Conspiracy.“I gathered with a bunch of guyswho were influenced by jazz and blues,and it completely changed my perspectiveon music,” he says. “I startedwriting material comparable to that ofDave Matthews, John Mayer andRusted Root—more like a Jason Mrazkind of style.”Nulton recorded some music with theband, and later went on to record solo.“About two years [after leaving theCustom Blend Conspiracy] I went into aNulton has played at many local spots, including Murry’s Inn (shown here)in Wilkes-Barre, Pa.recording studio and laid down my owntracks,” he says. “I saw an ad in ‘RollingStone’ and submitted some photos andliterature and a copy of my demo to [thecompany in the ad], and they prettymuch played my music on college radiostations across the country.”However, things turned a bit sourwhen Nulton began to suspect that thecompany that recorded the demo wasinvolved in a type of scam; the momentof truth came when they askedfor $7,000 to record a full album.“I kind of know the market and howit operates, so after that, I continued toplay my music and did open micnights in the area,” Nulton says.Just four years ago, he tried his handat the “American Idol” auditions inBoston.“I said, ‘Why not? What have I got tolose?’” Nulton reflects.Though Nulton ultimately didn’tmake it through—and endured twodays of waiting both in the rain and inan auditorium filled with other hopefuls—hesays he learned a valuable lessonfrom the experience.“If you make it through, it’s byluck—I guess that’s the business,” hesays. “That’s kind of why I got out of it.”When he’s not playing, Nulton listensto a variety of music types—includingclassical, heavy metal, classicrock, jazz and blues. Though Nultonmainly plays on his own now, in hisspare time and in the privacy of hisown home, he intends to try his handat recording again in the near future.Nulton founded his company,Northeast Auto Glass, three years ago.He previously was with Diamond AutoGlass in Kingston, Pa., where he spentsix years.He and his wife, Danielle, have an18-month-old son, Adam Joseph. ■60 AGRR November/December 2008 www.agrrmag.com

SAPPHIRE SPONSOR OF THE 2008 AUTO GLASS TECHNICIAN OLYMPICS