Nov/Dec 2008 - AGRR Magazine

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