AGRR - November/December 2007 - AGRR Magazine

November/December 2007 Volume 9 • Issue 6FreeSubscriptionForm on Page 26And theWinner is…Also Inside:■■A Look at the Riseand Fall of Auto GlassMogul Rick ChanceAuto Glass WeekReviewwww.agrrmag.com • www.glassBYTEs.comAGRR has the largest and most requested circulation of any auto glass magazine

FROM 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.

— Features —Volume 9 • Issue 6 November/December 2007Columns4 Field of Vision letter from the editor6 Customer Service tips for quality service10 Independent’s Day an iga viewpoint12 Off the Line the oem glass perspective30Chance EncountersRick Chance, former owner of EmpireAuto Glass in Phoenix, led an excitinglife up until his murder in August 2002.Contributing editor Les Shaver takes alook at his life and business dealings upuntil the night of his death.Departments14 AGRReports breaking news26 The Showroom new products28 Insurance Talk policy briefs38Something for EveryoneWithin these pages you’ll see all thatwent on during the busy Second AnnualAuto Glass Week in Las Vegas.54The AGRRBuyer’s GuideTurn to page 54 foryour guide to theindustry’s resourcesand suppliers.52 Industry Insiders people in the news58 Seek and Find classifieds58 Showcase directory of suppliers59 Advertising Index index of advertisers60 Avocations life beyond the auto glass businessWindshield and Glass Repair48 WGRReports repair news50 Expert Advice pros who know©2007 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 4. Unsolicitedmanuscripts and other materials will not be returned unless accompanied by aself-addressed, stamped envelope. All contents are ©2007 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. ©2007 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 2007 www.agrrmag.com

Field of Visionfrom the editorpstacey@glass.comLooking for a SignLAST WEEK I ATTENDED Atrade show for another industrywe cover, the Win-door show inToronto. I attended the fenestrationshow for one of AGRR’s sister publications,Door and Window Manufacturer.When I returned to the airport,my co-worker and I were quite thrilledwe found our way back to the terminaleasily. But, when we arrived in the airport,something was missing: signs.First, we looked for the Air Canadacheck-in—and saw it quickly. Afterwaiting through a short line, we arrivedat the front, only to find out wewere at the London check-in point.(When are there ever different checkinpoints for different locations? Onlyin Canada, apparently.)After a little walk, we found selfcheck-in. It worked well, went quicklyand off we went. The only problemwas, it didn’t tell us what to do withour checked luggage. So, we went tothe customs line, filled out the appropriateforms and got in the customsline, since that made sense—until yetanother person told us we firstneeded to drop off our bags and getlabels for them. “Where?” we asked,assuming instructions would havebeen given to us at self check-in. Wewere pointed to another check-indesk a little ways away, where wewaited in another line to drop off ourhefty suitcases.Afterwards, we hit the lengthy customsline and security lines, whichwere both well-marked, fortunately.Then, we decided we needed to eat—being that it had been about sevenhours since lunch. We walked what feltlike a mile with laptops, magazinesand an LCD projector in tow, only toby Penny Staceyfind out the restaurant at which wewished to eat—the one on the map—was blocked off. We asked a nice couplestanding near the glass doorsseparating us from the restaurant whywe couldn’t get to it, and they replied,“Because that’s Canada. You’d have togo through customs again if you wentover there.” It would have been nicehad there been a map or a sign to tellus that.So, what does this all have to dowith auto glass? Well, it made methink—businesses likely have thesame problem. They need websites,information and signs to lead peopleto their businesses. If people can’t findyou, how are they going to give youtheir business?Can your customers find you? Ifthey looked online or in the phonebook for you, would your company beaccessible? If they set out to find youon the road, do you have a sign or anobvious brand they would see? Orwould they get lost trying to find yourlocation?If you do mobile work, is your vehicleclearly marked, or would you blendin with the rest of the parking lot?These are all important questionsto ask, because in the end, signs arewhat lead us all.Fortunately, we also just returnedfrom Las Vegas where signs areaplenty in a city filled with tourists.Please turn to page 38 to read our reviewof Auto Glass Week in LasVegas.And, as you finish up your day,please ask yourself, are my signs clearenough? If you have tips for others onbranding and signage, please e-mailme at pstacey@glass.com. ■PublisherEditorManaging EditorContributing EditorsArt DirectorsAdvertisingCoordinatorAdvertisingAssistantExhibitManagerMarketingDirectorCustomerRelations Mgr.WebDeveloperWebCoordinatorCustomerService AssistantsDebra A. LevyExtension 111 • deb@glass.comPenny StaceyExtension 148 • pstacey@glass.comShannon FletcherExtension 130 • sfletcher@glass.comCharles CumpstonExtension 153 • ccumpston@glass.comMegan HeadleyExtension 114 • mheadley@glass.comEllen Giard RogersExtension 118 • egiard@glass.comChris BunnExtension 132 • cbunn@glass.comDawn CampbellExtension 150 • dcampbell@glass.comErin HarrisExtension 119 • eharris@glass.comTara HaugenExtension 116 • thaugen@glass.comTina CzarExtension 115 • tczar@glass.comHolly Biller, vice presidentExtension 123 • hbiller@glass.comJaneen MulliganExtension 112 • jmulligan@glass.comBryan HoveyExtension 125 • bhovey@glass.comKim JohnsonExtension 155 • kjohnson@glass.comBetsy LathropExtension 0 • blathrop@glass.comWendy M. JozwiakExtension 131 • wjozwiak@glass.comContributing David Casey Russ CorsiColumnists Steve Coyle Gary HartJames Patterson Dale MalcolmPaul Syfko Carl TompkinsKerry Wanstrath Dave ZoldowskiMidwestNortheast &Eastern CanadaSoutheastWest Coast &Western CanadaEuropeChina & AsiaPublished by KeyCommunications Inc.385 Garrisonville Road, Suite 116Stafford, VA 22554540/720-5584; fax 540/720-5687Advertising Offices:Lisa Naugle,Associate Publisherlnaugle@glass.comPhone 312/850-0899Fax 312/277-2912Deb Levydeb@glass.comPhone 540/720-5584 x111Fax 540/720-5687Scott Ricklessrickles@glass.comPhone 770/664-4567Fax 770/740-1399Ed Mitchellemitchell@glass.comPhone 805/445-4805Fax 805/445-4806Patrick Connollypatco@glass.com699 Kings RoadWestcliff on SeaEssex SS0 8PH ENGLANDPhone (44) 1-702-477341Fax (44) 1-702-477559Sean 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 2007 www.agrrmag.com

SAFETYZONENEVER COMPROMISEThe full line of high quality DINITROL ® products from EFTEC is designed tohelp you get auto glass installations done right, so you can get your customersback on the road quickly and safely, with the quality and reliability they expect.For example, our DINITROL D-538 PLUS is a multi-function, solvent-basedprimer designed to work as a one-step glass/frit primer, pinch weld primer,RIM/encapsulation primer and PAAS reactivator primer.As a supplier to the world’s largest vehicle manufacturers, EFTEC servesthe automotive aftermarket with DINITROL products, which are all OEMused and approved.TRUSTED BY:DaimlerChryslerVolkswagenAudiVolvoFordGMCadillacEXTREME CLIMATE CONDITIONS READYTheSpecialistbondingcoatingsealingin the Automotive AftermarketFor EFTEC product availability, callFor EFTEC product availability, call866-596-7772866-596-7772or visit www.eftecna.comor visit www.eftecna.com

Customer Servicetips for quality servicetompkins.carl@sikacorp.comA World of Thanksby Carl TompkinsTHE CONCEPT OF “MINDSET”has proven to be a key towardevery person’s ability to succeed.What lies at the very core of allpeople is our spirit that shapes our attitudesand beliefs that then results inour behavior and actions. It is becauseof this sequence that motivationalspeakers spend so much time attemptingto shape our attitudes and beliefsbecause if our mind is not right, the followingactions to create success willnot occur.Actor and comedian Jerry Lewis hassaid that laughter provides a healingagent to the body. The willingness tofind humor must be present first beforelaughter can occur and the resultsare super. Recent reports provided duringa recent television advertisementindicated that laughter can add 12years to the normal life span. I guessthat Jerry is right! So a safe summary isthat a great attitude and set of beliefs,which I refer to as “mindset,” is a mustfor everyone. My desire within the remainderof this article is to provide youenough reason to end the year with apositive and healthful mindset.Take Time to be ThankfulI caught a sermon by Joel Osteenon television awhile back where hespoke to his audience about the numberof people who had taken the timeto complain about how bad their jobswere. Their bosses were terrible, theirwork schedules were daunting andthey were not making enough money.Joel suggested that they leave thoseterrible jobs for anywhere from threeto six months and then reconsiderhow they felt about their previous employment.The message was that weseldom take the time to be thankfulfor what we have because we’re toocaught up in concern of what we don’thave. I would encourage people of ourindustry to take heed.“I would challenge you to createmore opportunities to give of yourself rather than sit back and waitupon others to give to you.”I, being no different than you, realizethat our industry has sufferedthrough many problems and thatmore problems are bound to come.Many people and companies havebeen hurt over unfortunate and,sometimes unfair, conditions thatexist. We, however, would be unfair toourselves to stop here in forming ourfinal judgments. If it were not for theAGRR industry, I would have neverhad the privilege to meet the peoplewho I’ve come to trust and considermy friends, which are many. I wouldhave never been able to gain theknowledge and experience that I’veattained over the past 31 years thatcame from people within our industrywho knew much more than I. Ourindustry provided me the means toprovide for my most prized possession,my family, and raise two wonderfuldaughters. I would not havethe means to meet and work withpeople across the nation if it wasn’tfor the AGRR industry. If it wasn’t forthe AGRR industry I wouldn’t havefelt the opportunity to serve consumersacross the country on somethingas important as their safetywhen behind the wheel.Gift ExchangeA great event that takes place thistime of year is the exchange of gifts.The result of “giving” is the creation ofa holiday spirit, which proves thatproper action can be a great reinforcementto a positive and healthfulmindset. So, I would challenge you tocreate more opportunities to give ofyour self rather than sit back and waitupon others to give to you. An interestingexample of this took place inPennsylvania when a CSR at a localglass shop was visited by an elderlywoman who carried a look of worryand concern as she approached thecounter. Her inquiry of the CSR wasthe mere request for directions to aparticular business in town that shecould not find, being an out-of-statevisitor. Since it was near the noonhour, and the CSR was about to leavefor lunch, she extended herself byhaving the woman follow in her carwhile she drove her own vehicle to theaddress. The elderly woman was overwhelmedwith gratitude from the kindand most helpful service provided bythe young CSR. The place of businesswas a very large automobile dealership.The CSR bid farewell to thewoman, gave her a business card inorder that she could call if there wascontinued on page 86 AGRR November/December 2007 www.agrrmag.com

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®Customer Servicecontinuedneed for further assistance and thenwent on to lunch feeling good insideabout what had just been accomplished,the gift of giving.Don’t miss any chances to give ofyourself to those that surround you.Remember that money or physicalgifts provide the least value; it’s time,FlexiTrim 1414 Commerce Park Drive •Tipp City,OH 45371Tel: 800.273.1535 • Fax: 937.667.3647www.creativeextruded.comww.creativeextruded.cominterest, an ear, a helping hand andwords of encouragement that createthe greatest impact. I guarantee that itis these things that your employeesneed the most. And the little thingsare always much more important thanthe big things.As a footnote to the simple andUniversal MoldingMade by Creative Extruded Products since 1995New PromotionalWWW.CREATIVEEXTRUDED.COMPricing!FT1630-7516mm cap: 75 feet (22.8m)FTB1640-7516mm BriteFlex cap: 75 feet (22.8m)FTF1650-7516mm cap with feature line: 75 feet (22.8m)FT1830-7518mm cap: 75 feet (22.8m)FT2030-7520mm cap: 75 feet (22.8m)FT2630-SA26mm cap single application: 16 feet (4.8m)FTU0830-758mm u-lip universal molding: 75 feet (22.8m)FTUS08-75Under side tape molding with patented tearaway alignment, 8mm tail: 75 feet (22.8m)FTUS10-75Under side tape molding with patented tearaway alignment, 10mm tail: 75 feet (22.8m)Installation Instructions• Select the best FlexiTrim molding for your installation:Cap over design: 16mm, 18mm, 20mm and 26mm cap sizesU-lip design: 8mm cap sizeUnder side tape molding using patented tear away alignment: 8mm and 10mm tail lengths• Prepare the glass according to your urethane adhesive manufacturer procedures.• Press the FlexiTrim molding firmly onto the glass.• Prime the FlexiTrim molding where it will contact the urethane adhesive according to youradhesive manufacturer’s instructions. FlexiTrim moldings are NOT a windshield retentionadhesive system. The windshield must be bonded to the vehicle using an appropriateadhesive system.• Set windshield in the vehicle opening.Manufactured and sold through distribution byCreative Extruded Products, Inc.1414 Commerce Park DriveTipp City, Ohio 45371Toll Free: 1-800-273-1535www.creativeextruded.comMade in the USAFlexiTrim molding is manufactured in the U.S.A.by Creative Extruded Products, Inc. under one ormore U.S. patents. Others patents are pending.FlexiTrim and BriteFlex are trademarks ofCreative Extruded Products, Inc.Contact your local distributor for new promotional pricing.New undersidemoldings usingthepatented tearawayayalignment featureAn ISO9001:2000 Registered Company.Madeinthe USAFor more information, visit www.agrrmag.com/infocenterkind gesture provided by the CSR, Iwould be remiss by not sharing thefinal chapter of this example of giving.A few days later, a well-dressedman carrying the CSR’s business cardshowed up at the same counter of theCSR and introduced himself. He wasowner of the dealership and son ofthe woman who so desperately requireddirections. His primary remarkwas that he wanted to be sureto associate with businesses in hiscommunity that demonstrated havinga heart for doing good. I believethe reason for earning back such agreat gift of business and complimentwas because the gift of directionswas freely given and withoutcondition.A New ConcentrationIt is my contention that many goodand powerful things could quicklyoccur for our industry if its memberbusinesses concentrated on giving.Consider extending a helping hand tohelp other businesses within your areato become better businesses. Gettingall companies involved with the AutoGlass Replacement Safety Standard(AGRSS) Council, increasing associationmemberships and participation,providing training and being involvedwith the community are examples of ahelping hand. As stated by one glassshop owner, “We will always be surroundedby competition. It should beour responsibility to determine if it’sgood or bad competition!” If everyoneparticipates, this is a great form of givingand everyone involved can feelgood about the effort extended. This isdemonstrating the heart of doing good!May you, your family and friendsbe blessed with a peaceful and rewardingholiday season! ■◗Carl Tompkins is the Western states areamanager for Sika Corp. in MadisonHeights, Mich. He is based in Spokane, Wash.Mr. Tompkins’ opinions are solely his own andnot necessarily those of this magazine.8 AGRR November/December 2007 www.agrrmag.com

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Independent’s Dayan iga viewpointdavez@autooneinc.comSteering Clearby Dave ZoldowskiMOST AGRR READERSunderstand steering. I donot need to explain steering’shistory or definition to you. Butaverage automobile owners knownothing about steering, nor do theyrealize their rights in choosing anauto glass service provider. In manycases, they simply defer to their insurancecompanies for direction insuch matters.This ignorance has allowed competitive-administrators(CAs) to developexclusive contracts withinsurance companies to handle theirclass claims. Technology allows theseCAs to handle all aspects of a glassclaim including assisting the insuredwith choosing a replacement shop. Inmany cases, the insured does notknow that a CA is processing his claiminstead of his insurance company.For most of its existence the IndependentGlass Association (IGA) hasdirected a good deal of its time, energyand money towards anti-steeringmeasures. For many of theassociation’s growing membership(up 30 percent in 2007) steering istheir number-one concern. Our effortshave often been successful.Every year, a few more states passlegislation to help educate and protectthe auto glass consumer. And,every year the scripts used by customerservice representatives (CSRs)when handling auto glass claims arealtered as a direct result of publicpressure created by groups such asthe IGA.Now for the first time in the association’shistory, we have expanded ourefforts to alert consumers to these issuesand tactics.Take OffAt our first ever Fall Conference thisNovember in Las Vegas, IGA launchedits anti-steering consumer educationcampaign, Don’t Get Steered. You canalso see excerpts online atwww.iga.org.The purpose of the campaign is toeducate the auto glass consumer thata competitor to the IGA member shopof choice may actually be processingthe insured’s glass claim and that thisprocessing is also a way for that competitionto take an auto glass sale awayfrom IGA’s members.The IGA, with the assistance of itsmembership and industry experts, hasproduced literature and marketingtools that will be used nationwide toinform the current automobile-owningpublic that they have a right tochoose the auto glass shop of theirchoice. All items are available to IGAmembers for their exclusive use. Suchtools consist of educational pamphlets,give-aways, t-shirts and sampleadvertisements. The heart of the campaignis the newly created Don’t GetSteered comic book.At our 2007 trade show and conventionthis past spring in Las Vegasour guest speaker, consumer advocateRalph Nader, suggested that independentssimplify the steering issue ina consumer education campaign bycreating a comic book. Nader explainedthat steering is a hard conceptfor anyone—consumers, lawmakers,judges, and others—to understand.He suggested something simple, like acomic book, to explain it. The IGAtook his advice to heart and commissioneda fully illustrated comic bookexplaining steering.The IGA discussed its upcoming“comic book” about steering at itsFall Conference in November.A New FrontierDon’t Get Steered represents anotherway IGA is combating steering on behalfof independents. Through theDon’t Get Steered program, we arecombating steering in the free andopen market. Even though steering isby its very nature, an attempt to controlthe free market, we feel that consumersonce educated will understand thatcompanies that try to dupe customersaway from competitors do so becausetheir product could not survive an honestcomparison.For a copy of Don’t Get Steered contactyour local IGA member or becomeone yourself.■◗Dave Zoldowski is president of AutoOne in Brighton, Mich., and serves aspresident of the IGA. Mr. Zoldowski’s opinionsare solely his own and not necessarilythose of this magazine.10 AGRR November/December 2007 www.agrrmag.com

Off theLineoem glass manufacturingrsscors@verizon.netParallel Glass Universesby Russ CorsiIT DIDN’T TAKE THE WRIGHTbrothers very long to realize thatthey didn’t like getting “bugs intheir teeth” when their aircraft was finallyable to fly, any more than theDuryea brothers did when theirhorseless carriage started successfullymoving down the road. Because theauto pilot was years away, both modesrequired that the driver also see wherehe was going, as well. A piece of windowglass initially worked in both applications.However, as enginesbecame refined and the speeds increased,laminated flat glass (laminatedwith either cellulose nitrate orcellulose acetate) took its place.Historians would disagree as towhich automobile had the first laminatedwindshield; however, mostwould agree that the Ford Tri-motor(a.k.a., the “Tin Goose”) was the firstaircraft with a laminated windshield(circa 1926).Technology AboundsAlthough aircraft innovations appearto have outpaced automotive newproduct developments, the list of similartechnologies is very impressive.The cellulose nitrate/acetate productwas replaced by polyvinyl butyral(PVB) as the interlayer of choice in thelate 1930s. While automotive laminatedglass still uses a refined PVBproduct, aircraft transparency technologyhas moved through quite a varietyof products from cast-in-place(CIP) interlayer, to urethanes and siliconeproducts.While in-dash defrosters helped todefrost/defog/deice windshields, scientistssoon discovered that a metalliccoating built into the laminate couldeasily be heated via an electrical currentto clear the windshield faster thanheated air could. Alternate frost clearingtechnologies, which appeared onboth cars and planes, includedpainted, screened, conductive ceramicgrids or fine wires that are sewed ontoone of the interlayer surfaces.As we know, radio communicationalways has been a necessity on aircraft.While the initial radios on automobileswere optional, it didn’t takelong for consumers to require radioreceivers on their cars. Whether forone- or two-way communication, antennascan now be found, screened onthe glass, sewed into the interlayer, orembedded into the pinchwelds ofboth cars and planes.As an aircraft makes its approachfor landing, projecting the instrumentationon the windshield in the pilot’ssite line has proved to be an excellentway to make landing a lot safer. Ofcourse we know that the heads-updisplay (HUD) currently is availableon many motor vehicles.Key FactorsWeight and cost are critical factorsthat influence both aircraft and motorvehicle design. Thus, the introductionof tempered glass (thermallystrengthened) in the mid-1930s,quickly found its way to both the airand the land. A more refined versionof tempered glass (chemically tempered)has replaced the thermallytempered glass on many aircraft applications.Although the chemicallystrengthened product is more expensiveto make, the aircraft industryplaces a good deal of value on theweight reductions and the additionalproduct strength realized. Currently,car companies are more reluctant tospend the additional money.There is nothing more comfortingthan driving/flying in the rain or snowwhile experiencing the value of awater repellant coating on your windshieldliterally shedding the water. Youguessed it—there are parallel technologiesthat utilize hydrophobiccoatings to accomplish this task inboth arenas. In fact, the aircraft productsare so effective that there are severalcurrent airplane designs that nolonger require windshield wipers.What about plastic applications forboth modes of transportation? Airplaneshave used acrylic and polycarbonateproducts for many windowopenings for quite some time. The cost,weight and durability advantages ofthese products have allowed them tomigrate to many applications wherepilot vision issues do not come intoplay. Federal Motor Vehicle Safety Standards(FMVSS) 205-Z26.1 requirementscurrently prohibit plastic productsfrom appearing in windshield applications;however, more and more plasticproducts are being found in fixed positionsin other locations in the vehicle.As new motor vehicle or aircraft designsbecome reality, it’s always fun tospeculate if there is a feasible applicationof any new glass technology thatwould benefit both modes of travel. ■◗Russ Corsi retired as manager of technicalservices from PPG Industries’ AutomotiveReplacement Glass business unitafter 31 years in the glass industry. He nowserves as a consultant to the industry.Mr. Corsi’s opinions are solely his own andnot necessarily those of this magazine.12 AGRR November/December 2007 www.agrrmag.com

AGRReportsbreaking newsGLOBAL NEWSExports from China on RiseEXPORT OF GLASS PRODUCTSfrom China has increased by27.49 percent for the first half ofthe year, according to reports fromChina Knowledge. In the UnitedStates, an average of 131,036,348 unitsof laminated safety glass for vehicularuse have been imported from April2007 through August 2007 of this year.On average, 13,284,517 of these permonth have been from China—for anaverage of 10.1 percent of the total importsfor laminated safety glass for vehicularuse, according to data fromUSA Trade Online. From April to August,imports from China increasedfrom 10,136,320 units to 13,239,808units—a 30.6-percent increase (seechart at right).For safety glass (tempered or laminated),an average of 59,014,032 unitshave been imported from April 2007through August 2007 of this year, andon average, 200,057 of these per monthhave been from China—for an averageof .3 percent of the total imports forsafety glass (tempered or laminated),according to USA Trade Online. FromApril to August, imports from China increasedfrom 59,186,380 units to61,449,799 units—a 3.82-percent increase(see chart below). (Editor’s note:USA Trade Online does not provide import/exportnumbers for temperedglass parts for vehicles, specifically.)While the numbers show that theuse of glass from China is increasingin the United States, some distributors,such as AG Distributors in Boise,Idaho, have shied away from importingglass from China in recent years.“About five years ago, we changedthe model of our company and we dideverything we could to distance ourselvesfrom Chinese glass,” says SteveTheisen, a managing partner with theImports of Laminated Safety Glassfor Vehicles, Aircrafts, Etc.Total Imports to U.S. Total Imports from % ImportedChina to U.S. from ChinaApril 2007 42,741,361 10,136,320 23.7May 2007 45,957,254 13,875,820 30.2June 2007 49,062,256 13,849,701 28.2July 2007 46,222,671 15,320,939 33.1August 2007 471,198,198 13,239,808 2.8Average 131,036,348 13,284,518 10.1Source: USA Trade OnlineImports of Safety, Glass ofTempered or Laminated GlassTotal Imports to U.S. Total Imports from % ImportedChina to U.S. from ChinaApril 2007 59,186,380 100,403 0.2May 2007 65,303,849 227,295 0.3June 2007 61,497,547 212,889 0.3July 2007 47,632,586 340,293 0.7August 2007 614,497,99 119,407 0.2Average 59,014,032 2,00,057 0.3Source: USA Trade Onlinecompany. “We now focus on a higherendprimarily domestic product.”He says at one time the companyactually imported a good deal of glassfrom China—but saw a major increasein issues with the glass, particularlyfor tempered parts.“Back in the day when I was buyinga lot of [glass from China], probablymore than 50 percent of the temperedwas problematic. You name it, it waswrong,” he says. “[There were] slightdistortions in the glass, [it was] cutwrong, drilled wrong, marked oneside when it was really the other side.It got to the point whenever we’d pullone off the shelf, we were scared todeath to ship it.”Causing even more issues with thiswas the fact that the company wouldn’tknow if there was a problem withthe glass until one of the shops it servicestried to install it.“There was no way for us to know ifit was bent wrong or cut wrong untilthe customer told us, so the majorityof the glass we brought ended up in adumpster,” he says. “It becomes expensive,not only in a monetary way,but you might lose a customer.”Despite the issues Theisen encounteredwhen importing glass fromChina, many still import—as is seenin the aforementioned numbers.Dale Dues, a representative for DiscountAuto Glass in Little Rock, Ark.,says he continues to import and hasn’thad any problems out of the ordinarywith glass from China“Do I ever get a bad glass? Yes, butthat happens with everyone,” he says.Discount has been in the businessand has been importing glass fromChina since 1999.14 AGRR November/December 2007 www.agrrmag.com

EXPANSIONSImport Glass Completes2-Year ExpansionImport Glass Corp. has completedan expansion of its distribution centerand corporate headquarters in City ofIndustry, Calif. The expansion was designedto streamline the company’soperations, improve efficiency andhelp facilitate future growth, accordingto company vice president RamonGonzalez Jr.Import Glass is more streamlinedsince its latest expansion.The facility was enlarged by 20,000square feet over the last two years, accordingto Jorge Gonzalez.“Parts are stored more easily andcan be accessed more easily and deliveredmore quickly,” he says.Glass America OpensTwo New LocationsGlass America in Chicago has purchasedtwo new stores, one in Lindenhurst,N.Y., and a brand-newphysical location in Huntington, W.Va.The Lindenhurst store, located nearLong Island, was originally calledSouth Shore Glass, and will be managedby Mike Chiavola, the previousowner.The other new location in Huntingtonis the company’s first in thestate of West Virginia—and is actuallya brand-new store. The store willbe run by manager Pam McComas.Ken Pemberton has signed onas sales manager, and Jeremy Marcumas auto glass technician. Allthree new employees, McComas,Pemberton and Marcum, previouslyworked with Safelite’s Huntingtonlocation.ACQUISITIONSXYG Acquires ShenzhenXinyi Glass Holdings Ltd. announcedin late October that it has signed anagreement to acquire the entire equityinterest in Shenzhen China SouthernAutomobile Glass Co. Ltd. from ChinaSouthern Glass Holding Co. Ltd. Afterthe acquisition is completed, Shenzhencontinued on page 16www.agrrmag.com November/December 2007 AGRR 15

AGRReportscontinuedCS Automobile Glass will become awholly-owned subsidiary of Xinyi Glass.The total consideration for the acquisitionis approximately $30.92 million(USD) in cash, which will be financed byinternal resources of the group.“The acquisition agreement willallow us to immediately expand productionscale for automobile glass,”says Lee Yin Yee, chairman of XinyiGlass. “Our leadership in the globalautomobile glass market will also bestrengthened as our customer baseand share in the export market will beenlarged through eliminating a competitor.The acquisition will see ourautomobile glass business grow at increasingspeed.”KUDOSExperience thefusion of three.FREE Apple iPod touch! New technology! Auto Glass Tech SolvesHit-and-Run CaseMichael Lester, owner of DependableAuto Glass in Oregon, Wis., wasn’taware that a local hit-and-run had occurredwhen he replaced the windshieldof a minivan owned by FelixRomero-Ocotl on March 14. But whenhe heard a radio report a few weekslater that police were looking for aminivan with a tinted backlite and noluggage rack on top, this particular replacementcame to mind.He called the police, who were ableto locate the vehicle and bring it in fortesting and confirm that it was involvedin the accident. While thedriver told police he had hit a deer,Lester says the vehicle owner didn’ttell him anything about the damage—and he didn’t ask.“The guy was really nervous,”Lester says. “He had the vehicle coveredunderneath a tarp behind hishouse … It was cold, and he was in hispajamas wrapped up in a blanket. Hewouldn’t leave me alone. He sat thereand stared at me the whole time.”Lester says when he heard theradio reports about the hit-and-run,he remembered the incident—andthe fact that the vehicle owner livednear the accident scene.He also noted some other suspicionsabout the vehicle itself.“I smelled booze inside the vehicle—thatstale smell,” he says.The victim, Lucas Peerenboom, 20,was struck on March 10 and laterdied. Romero-Ocotl called Lester’sshop the next day for a quote and thecontinued on page 1816 AGRR November/December 2007 www.agrrmag.com

AGRReportscontinuedGlass for All RVsLuxury Coach ConversionsTour, Transit & School BusesFire ApparatusSpecialty VehiclesGaskets & Moldings(800) 714-7171www.coachglass.comElkhart, IN Eugene, OR Jacksonville, FL Phoenix, AZwork was done on March 14. OnceLester heard of the hit-and-run and rememberedthe incident in early April,he called his shop and had his secretarygather all the information aboutthe questionable vehicle and its owner.“When I heard it on the radio, almosta month later, it struck me, and everythingmatched up,” he says. Lester addsthat since the report—and his name hasappeared in several news stories aboutthe incident—he has seen a lag in someparts of business (but did note an increasein dealership work). He’s still gladhe called, though, despite this.“We respect the privacy of our customersand such,” he says, “but whensomeone dies, and it’s a kid, you’ve gotto step up.”While Romero-Ocotl has beencontinued on page 2018 AGRR November/December 2007 www.agrrmag.com

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The fastest way to build your presence – and profits –on the Internet superhighway is to get on Mainstreet.Because now the same experts you rely on for Glas-Avenuebusiness software offer web design and hostingservices too.And like all Mainstreet solutions, it couldn’t be easier totake advantage of this opportunity to grow your business.Choose from our selection of web templates – ourdesigners will customize your look. Then, let Mainstreet’sreliable, stable hosting service do the rest.• Be available to consumers 24/7• Grow your customer base• Increase your advertising coverage• Strengthen your service-oriented brand• Get huge returns with minimal costPut Mainstreet’s 25 years of experience in the auto glassand flat glass industries to work for you. And make theInternet your route to greater success.Call 800-698-6246 now, or visit mainstreetcomp.com.AGRReportscontinuedcharged, police have not been able to locate him sincethey originally detained his vehicle on April 19, accordingto reports from the Capital Times.Safelite Unveils Murals at HeadquartersSafelite AutoGlassunveiled a mural atits corporate headquarterson thenorthwest rim of I-270, just east of theSawmill Road exit.The mural, createdby Orange Barrel Safelite's headquarters in ColumbusMedia, showcases sports a new mural.the company’s historyin photos since 1947.It encompasses 8,981 square feet and could be seenfrom an airplane. The graphic is designed to demonstratethe company’s pride at calling Columbus its U.S. headquartersas it celebrates its 60th anniversary, according toa release issued by the company.“Safelite has been proud to call Columbus home fornearly 20 years and we now have more than 1,500 employeesin Central Ohio alone,” says Dan Wilson, presidentand chief executive officer of Belron US, of whichSafelite is a part. “We’re proud of what we’ve accomplishedin the past 60 years and are looking forward toour growth continuing to accelerate.”MANUFACTURINGNSG Adopts PilkingtonName in New Branding StructureFollowing a review of its branding strategy, NipponSheet Glass (NSG) Group has decided to adopt the “Pilkington”brand for its global flat glass business (which includesits automotive glass business).“In the new NSG Group, flat glass now accounts foraround 85 percent of our global operations, with manufacturingin 27 countries worldwide and sales in over130,” says NSG chairperson Yozo Izuhara. “We aim topresent a single face to all our customers in both buildingproducts and automotive—and that means adopting asingle global brand for all our markets in those sectors.“Since the acquisition in June 2006, we have madegood progress in integrating our businesses. In parallel,we conducted a major review of our branding. Researchshowed that the ‘Pilkington’ brand has very good recognitionworldwide and a high reputation for innovativeproducts and good customer service,” he says. “To ensurethat this commercial advantage is fully exploited glob-20 AGRR November/December 2007 www.agrrmag.com

ally, NSG has taken the decision to use the ‘Pilkington’brand for all of the Group’s Flat Glass operations. Ownershipof the Pilkington brand was an important elementof our acquisition strategy and we intend to make effectiveuse of it.”A new logo has been developed for the NSG Group FlatGlass businesses (building products and automotive) inall markets worldwide, except in Japan where a Japaneselanguage version.The changes to the logo come following a study undertakenfor the NSG board by Wolff Olins/Hakuhodo,which included a survey of global brand awareness in theglass industry.These changes will take effect immediately, with thenew branding being progressively introduced into thecompany’s operations worldwide in the coming months.As for what this might mean for the industry, some believeit will have little to no effect.“I don’t believe the vast majority of consumers haveany clue who Pilkington is and who owns them and whatthat means,” says Neil Duffy of Auto Glass Menders inSan Jose, Calif. “It is sort of a black-and-white market atpresent. There are those who want the ‘same glass aswhat is now in it’ and that means it has to look the sameand say the same thing.”DISTRIBUTIONSRP and BTB AnnounceNorth American AgreementShat R Proof Corp. (SRP) of Savage, Minn., has announcedthat it has become the master distributor forBTB Auto Glass and Body Shop Tools in North America.Under the agreement, SRP will take over the Bendigo,Australia-based company’s existing North Americanbusiness and operations and incorporate them into itsexisting automotive aftermarket business.“We could not be more pleased about this arrangementsince it complements our core business so well,”says Keith Beveridge, senior vice president of SRP.Trevor Lock, director of BTB Automotive Pty. Ltd., theparent company of BTB Auto Glass and Body Shop Tools,echoes Beveridge.“We have been looking for a way to invigorate sales inNorth America for a number of years. It has been difficultwith a majority of our staff located halfway around theworld and only a small presence in North America.”SRP will continue to supply products and technicalservices to existing BTB Tool distributors and customersin North America. Boost your efficiency and maximize profitability withGlas-Avenue, the glass industry’s only truly integratedsales, accounting and inventory control software system.You’ll pack more productivity into every day. Work onseveral quotes, work orders or invoices at once. Checkpricing and availability with the click of a mouse. Trackcritical business measurables, and more:• Alert CSR with preset unprofitable job warning• Link POs and cost directly to invoice• Prevent data entry errors with Glaxis dispatching• Analyze profits by invoice• Evaluate profits per piece and per jobAs the leader in software solutions for the auto glassand flat glass industries, Mainstreet can help you driveyour business higher. So call us. Whether you have lotsof shops or just one, we’ll get you up to speed fast.Call 800-698-6246 now, or visit mainstreetcomp.com.continued on page 22www.agrrmag.com November/December 2007 AGRR 21

AGRReportscontinuedEVENT NEWSGEMS Draws Crowd inGrand Rapids, Mich.Glass Expo Midwest 2007 brought together thosefrom throughout the Midwest in October in Grand Rapids,Mich., for an industry trade event unlike any other. Thetwo-day event was held at Amway Grand Plaza Hotel &Glass Expo Midwest offered many educational andnetworking oportunities for Midwest glass shops.DeVos Place October 9-10. It was co-sponsored by theMichigan Glass Association, the Detroit Glass Dealers Association,the Ohio, Minnesota, Indiana, Iowa and WisconsinGlass Associations, the Illinois Glazing Association,the Association of Glazing Contractors, and AGRR magazine/glassBYTEs.com.The show had more than 40 exhibitors and a variety ofseminars designed specially for auto glass shops. Debra Levy,publisher of AGRR magazine/glassBYTEs.com, discussed“Hot Topics in the Auto Glass Business,” including the emergenceof Belron as a super-power and its branding efforts,the latest legislation to affect auto glass shops and the lateston the Auto Glass Replacement Safety (AGRSS) Standard.Noted auto glass trainer Bob Beranek, president of AutoGlass Technical Institute, also was on-hand to discussproper auto glass installation practices. He discussed thelatest technology and how to adapt to it, along with themission of the auto glass technician, installation standardsand proper procedures.continued on page 24CongratulatesJasonHorneCindy Rowe Auto Glass, Harrisburg, Pa.on being named gold medalistin the Third AnnualAuto Glass Technician Competition.2008 Competition:November 7-8, 2008Las Vegas22 AGRR November/December 2007 www.agrrmag.com

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AGRReportscontinuedMark Haeck of Mainstreet Computers also spoke duringthe event on a topic of interest to many: understandingInternet marketing. He assisted attendees withunderstanding how to increase their web presence andhow to make sure customers can find them on theInternet.In addition to the tailored presentations for glass shops,attendees were able to sit in on a talk from former NBAplayer Tim McCormick. McCormick, who now providescolor analysis as a broadcaster for ESPN and ABC CollegeBasketball, focused his motivational message on the beliefthat NBA stands for Never Be Average.Wade Adams of American Eagle Auto Glass drove fromCincinnati to attend the show, and said it was time wellspent.“The meetings were good and we got somethingout of it, so it’s always good to drive that far away andcome away with something,” he said.He noted that of particular interest to him was the seminaron training CSRs.“The CSR thing is what we’re working on,” he said.“Hopefully that’ll help us down the road.”Exhibitor Bandi Hantke said the opening session byMcCormick was particularly helpful to him.“Tim McCormick was incredible—very entertaining,very insightful,” he said.Exhibitors at the show said regional shows such as thisone allow them an opportunity both to see current customersand meet some potential ones.“I always consider it a good show. We always get to seesome customers and pick up a few new ones,” said MaryHester of JLM Wholesale.Kristie Ovard, manager of Glazex in Orem, Utah, a firsttimeGEMS exhibitor, said their first time there was a successfulone.“We’ve gotten one [new customer] already,” she said.“We were excited.”Hester noted that at regional shows, she often sees amuch different crowd than those at the larger events.“I think the people who aren’t willing or able to go outto the big shows appreciate this opportunity,” she said. “Ialso saw tons of people going out for the educational program,too, so that’s always good to see.”■CongratulatesMattAndersonNovus Auto Glass, Spokane Valley, Wash.on being named gold medalistin the Second AnnualWalt Gorman MemorialWindshield Repair Olympics.Auto GlassRepair TechnicianWorld’s Best2007GoldMedalist2008 Competition:November 6, 2008Las Vegas24 AGRR November/December 2007 www.agrrmag.com

the sho wroomnew productsSLIDERSGuardianAutomotive LaunchesSliding Rear WindowAuburn Hills, Mich.-basedGuardian Automotive has launched aflush-fit, rear-sliding window to beused as a replacement part for pickuptrucks.The window, called the High-PerformanceSlider (HPS) 1.0, is manufacturedfrom a single piece of glasswith a hole cut in the center, ratherthan multiple pieces of glass thatcome together to close in the center.The sliding window sits flush to theopening in the glass and has an exposededge, which eliminates the needfor mouldings. Guardian says theslider performs better than the standardslider because a leak-resistantseal has been developed toprevent water from seepinginto the vehicle.“The sleek flush-mountdesign of the HPS representsa major functional andstyling advancement overother sliding truck windows,”says Phil Taylor,Guardian’s product managerfor the HPS. “Other designs use metalrails which cause an overlap when thewindow is closed. We use a specializedproduct that allows our window to beflush, or seamless, when closed.”The PrivaGuard tinted glass used inthe slider is produced at Guardian’sFloreffe, Pa., float glass plant and thenis shipped to the glass fabricationplant in Tillsonburg, Ontario, where itis cut and ground. The rails allowingthe center window to slide from sideGuardian sliding rear window.to side are injection molded atGuardian’s trim plant in Warren, Mich.In the final step, the glass is bent toshape and completely assembled atthe company’s automotive glass plantin Auburn, Ind.The HPS can replace a fixed glassbacklite or an OEM sliding windowsystem for the GMC Sierra, ChevroletSilverado, Ford F-150 and Dodge Rampickup trucks.❙❙➤ www.guardian.com ■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 $45 per year for surface mail or $160 per year air mail.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 630/482-300326 AGRR November/December 2007 www.agrrmag.com❏CHECK HERE TO ALSO SUBSCRIBE TO THEFREE DAILY glassBYTEs TM E-MAIL NEWSLETTER.

I n s u r a n c et a l kpolicy briefsTeleglass Suit DismissedASUIT FILED AGAINST AMICAMutual Insurance Co. byTeleGlass National Corp. inthe U.S. District Court of Massachusettshas been dismissed. TeleGlasssays the dismissal was mutual andwas initiated in late October, and thedismissal was completed recently. Inthe original complaint, filed on October15, Teleglass sought “preliminaryand permanent injunctive reliefto maintain the status quo and preventAmica from unilaterally andwrongfully terminating the parties’glass services agreement.” Teleglasspreviously had been providing glassclaims services for the Lincoln, R.I.-based insurer.The companies’ original agreementfor Teleglass to provide its serviceswas dated March 1, 2006, andprovided for a 1-year initial term. Accordingto Teleglass’s complaint, theagreement contains an automatic renewalprevision, so that the agreementautomatically renews foradditional 1-year terms on its anniversarydate. If either party wishedto terminate, 30 days’ written noticeto the other party was required. Teleglasssays that the initial agreementalso noted that termination couldonly occur effective as of March 1(the agreement’s anniversary date)and that Amica would not be allowedto terminate the agreement basedupon “pricing concerns,” unlessTeleglass was given the chance toremedy the concerns. “In otherwords, the Agreement provides Teleglasswith a right of first refusal as tothe pricing or cost of the servicesbeing provided to Amica under theagreement,” the complaint alleges.Teleglass originally claimed thatAmica attempted to terminate theiragreement by a letter dated August 17,2007, effective October 17, 2007. ■28 AGRR November/December 2007 www.agrrmag.com

REPLACEMENT GLASSReplacing auto glassis more than just good vision.Windshields not only help protect your customers from the elements,they also play a major role in vehicle integrity. Be sure your customersare getting OE glass. Be sure it’s Carlite ® .Ford Motor Company recommends one name in auto glass… Carlite ® .carlite.com*Carlite windshields manufactured after April 2001 have a sun protection factor (SPF) equivalent to 157.

Chance EncountersAuto Glass MaverickLived and Died in the Fast Laneby Les Shaver30 AGRR November/December 2007 www.agrrmag.com

Scott describes Chance as arash decision-maker —a traitthat ultimately led to his death.Photo courtesy of AP Images.As a former Mrs. America, JillScott has been wooed by alot of men in her life. Men ofall kinds have pursued thegreen-eyed blonde, but the one whoswept her off her feet was an auto glassshop owner.As both competitors and friends willtell you, Rick Chance wasn’t just anyauto glass shop owner. Scott, who metChance through a former Miss Arizona,agrees. Six weeks after she met thecharismatic owner of Empire Glass inPhoenix, she wed him.“When I first met him, I thought hewas just amazing,” Scott says. “He wasvery charismatic and so kind and gentle.I thought he was incredible. That’swhy I married him in six weeks. Bothbefore and after I met Rick, I was datingsome extraordinary men. But there wassomething about Rick that stood aboveall the rest.”Chance’s friends also held him inequally high regard. “He was biggerthan life,” says Dennis L. Hall, Chance’sfriend who served as both his attorneyand an attorney for the Arizona AutoGlass Association (AAGA) when Chancewas involved with it. “He would walkinto the room and draw everybody’s attention.He had kind of a John Wayneimage. That’s what he was like. HeBrandi Hungerford recently wassentenced to 14 years in prison forher role in Chance's murder.would come in and dominate aroom. People wanted to knowhim.”To people in seven markets inthe Western U.S., the 6’2” Chancebecame a household name. Hepushed Empire Glass, a company hestarted as a one-man operation in1982, to more than $13 million in revenue,according to CourtTV. Chance’saggressive marketing tactics helpedhim earn $2.1 million in 2001. At thetime of his death, he was even consideringtaking his company public.But Chance, the same man who inspiredso much awe among hisfriends, was despised by many autoglass shops and insurers. That’s one ofthe many paradoxes that was RickChance. In an industry where he wasregarded as a pariah by small shopowners, he also championed the littleguy. His personal life was even moresordid. On one hand, Scott said her exhusbandwas an ordained minister. Onthe other hand, press reports paintedhim as a womanizer who cavortedwith prostitutes and strippers.His brilliance helped make him amillionaire in auto glass—an industrywhere turning any profit can be a challenge.Conversely, he was naive enoughto take millions of dollars of jewelryinto a hotel room where he was to meetup with a stripper (though some claimChance didn’t know she was a stripper).That mistake happened to be hislast. Chance entered a Best WesternHotel room in Tempe, Az., with a milliondollars in jewelry in his briefcaseand an Asian stripper named BrandiHungerford at his side on the night ofAugust 8, 2002. He never left.Humble BeginningsRick Chance had lived in thePhoenix area his whole life. He wasborn in Mesa, but grew up on a farm inCasa Grande, Az. Chance’s desire tothrow himself head-first in about everyactivity he could find came to the forefrontin high school. In addition to letteringin football, basketball, and trackat Maricopa High School, he also editedthe student newspaper, according toThe Arizona Republic.“Rick was like the underdog whomakes it big,” Scott says.Scott says her ex-husband’s drivewas borne out of a childhood disability.He lost his eye at a young age. “He hadone glass eye,” Scott says. “From childhoodon, he was always ridiculed andmade fun of. By the time he was in highschool, he just tried to make somethingmore for himself.”He worked a number of odd jobsafter school, before finding the autoglass industry. In the 1980s, he took ajob as an installer for M&M Auto Glassin Phoenix, according to The ArizonaRepublic (M&M wouldn’t returns callsto confirm that Chance worked there).The paper also reported that after ayear his entrepreneurial spirit kicked inand he went off to start his company—Empire Glass.“He started working for someoneelse and installing auto glass,” Hall says.“He understood the business and decidedto do it as an entrepreneur. Hewas a self-made guy.”Chance started Empire as a onemanoperation. But his marketingprowess and his desire for attentionsoon converged.“I can remember when he gotstarted and there would be flyers onwindshields in parking lots,” says GaryGifford, who used to run a Phoenixbasedauto glass chain. “He used tosubcontract his work to people.”Sitting in his family’s restaurant onenight, Chance hatched an idea, accordcontinuedon page 32www.agrrmag.com November/December 2007 AGRR 31

Chance Encounterscontinued from page 31ing to The Arizona Republic. He wouldgive every person who came in forwindshield work a free meal. In returnfor the meal, Chance would provide therestaurant with publicity through hisadvertisements. Chance got business,the restaurant got publicity and theconsumer got food.“He offered restaurants a cross tradewhere they would get advertisements at$5,000 a week and, in return, they’d give12 free dinners. It was a great crosstrade,” Scott says.Even his competitorsappreciated his marketingefforts. “You had to respecthim for his marketingefforts,” says BobHittenberger, owner ofBest Glass in Phoenix andone of Chance’s associateson the AAGA.But Chance certainlywasn’t the only glass shopowner to offer free meals.There was something morethat made him successfuland took him into householdsthroughout the West.It was charisma—alongwith a catchy jingle—“When you think glass,think Empire.”“That tagline was effective,” Hittenbergersays. “He was effective.”Hall saw this marketing firsthand ashis attorney. “He took a lot of risks andhelped put himself forward on televisionto become a local icon,” Hall says.“The phrase, ‘When you think glass,think Empire.’ That was his tagline. Youcan still say that to people here today[and they’ll remember it]. He reallybuilt the name of Empire and built theconcept of associating glass sales bygiving something of value with it.”Chance’s all-out marketing assaultcame out at a pivotal time in the autoglass industry. The old way of doingbusiness by playing golf and droppingoff sports tickets for insurance agentswas going the way of the dinosaur. In itsplace would be a new model. Insurerswould pull the agents out of the equationand have their customers go directlyto a call center, which sent themto a glass shop.“If you’re not going to invest in agentrelationships—most of them try to do alunch, a pad or pen for insuranceagents—why not give it to the consumer?”Gifford says. “It’s hard to arguewith that.”Hittenberger also saw Chance as atrailblazer. “He was the first one to goRick’s third wife, Jill Scott, shown here on theirhoneymoon, was a former Mrs. America.in a big way after the end user,” Hittenbergersays. “Up until EmpireGlass, most everybody was satisfied towork through the insurance industry,marketing to sales representatives andgoing through referrals. That’s justhow business was done.”This evolution made the timingperfect for Chance’s bold personalityand all-out marketing assault. “Ricksaid, ‘You know what, I’m not going todo business that way. I’m going afterthe end consumer,’” Hittenbergersays. “’They’re the ones that are controllingthis and those are the ones Ineed to market to.’ He was incrediblysuccessful at it.”That success spawned imitators, butno one else could really compete withChance. “There was art in the marketing,”Hall says. “It’s not as simple aspeople think. Other people tried tomimic it, but they really couldn’t. Hedid a good job of building a companythat sold a lot of glass.”Industry DissensionWhen a business is as profitable asChance’s Empire Glass, it often inspiresrespect and awe for its competitors.But along with that comesjealousy. Chance’s controversialbusiness method and egospawned both. Some of itwas earned and some of itwasn’t.“His competitors didn’tlike him,” Hittenbergersays. “Rick really was a frontrunner.A lot of people admirehim for that, but didn’tcare for the competition.He was draining a lot ofbusiness away.”Then there was themoney. Many auto glassshops have trouble evenstaying in business. But theindustry made Chance amillionaire. Both Hittenbergerand Gifford say itwasn’t the fact that Chancewas successful that made him a pariah;it was the way he made money.“Rick did a lot business and made alot of money,” Hittenberger says. “Hedid it very differently than most companiesdid. Rick had a totally differentapproach. He made his money in differentways. He overcharged. It put abad taste in a lot of people’s mouths.”The prices Chance charged led tosome animosity among his peers in theindustry. “He was able to get moremoney for the same thing that I was,but I cultivated my relationships withthe agents and tried to work that way,”Gifford says.Scott says Chance had to chargemore to stay in business. “You’re billingthe insurance companies based on32 AGRR November/December 2007 www.agrrmag.com

what your overhead is,” Scott says.“With us, we had a huge overhead.”Glass shop owners also questionedthe quality of Chance’s work.The Arizona Better Business Bureau(BBB) backs these contentions andsays the company had an unsatisfactoryrecord answering complaints.Records show that the company answeredproblems with contract issues,but ignored complaints aboutsales practice issues, guarantee orwarranty issues and product issues.“He was not known for quality,”Hittenberger says. “He was not knownfor very good service.”Scott didn’t dispute that Chancehad problems with his customers.“Anytime you do volume with anything,you’re going to have customerscomplain,” she says. “Nobody evercalls when they’re happy. You willhave people call when they’re upset.They’re going to have issues thatneed to be fixed.”Sometimes, Chance would takethese complaints seriously. Othertimes, he didn’t really care, accordingto Scott. “A lot of times he was not interestedin the least about what washappening at Empire Glass,” shesays. “Other times, they would complainand it would become a big dealto him. It would depend on whatmood he was in.”So how does a guy with this sort ofreputation keep pulling customers in?Hittenberger reasons that Chancecould get by with this because ofPhoenix’s population boom. “Duringthe time he was growing a great deal,Phoenix was growing by leaps andbounds,” Hittenberger says. “It didn’tmatter how many unhappy customershe had, he had just as manycoming in through his advertisingwith his free dinners.”Some of these unhappy customerswere insurers. Chance didn’t just billoff-the-street customers at higherrates than his competitors. He alsobilled insurers at higher rates. Scottsays he billed State Farm at 75 percentover invoice, for instance.That left many bad feelings withinsurers. “The insurance companieswere frustrated and angry at thattime,” Scott says. “I don’t think theygot how he did the cross promotion.The companies didn’t want to paythat much.”Eventually, Gifford contendsChance’s methods hurt the whole industry.“Some of us feel that his tacticsand the way he billed theinsurance companies and the thingshe did did more to open the eyes ofthe insurance companies [than anythingelse],” he says. “When they satthere and saw we were getting billed$600, $700 and $800 and they werewaiving $100, they thought theremust be a lot of money in glass. He,more than anyone, got the insurancecarriers to start looking at things andcreating lists of approved vendors.He was the big reason why thatstarted.”But Chance was a man of paradoxesin his business life as much ashis personal life. As much as he irritatedhis competitors, he also tried tounite them (of course, this alsounited them against his rival the insurers).He was the driving force tostart the AAGA in 2001, according toHall. Hittenberger served with him.“Rick felt like it was important tohave an association and that we havea voice with the insurance companies,”he says.Unfortunately, for once, the charismaticChance was in the background.The man who went on television offeringfree steaks and reciting catchyjingles had to stay in the shadows forthe organization to make progress.“He realized he couldn’t be thefront man because of his reputationand because a lot of people didn’t likehim in the insurance industry,” Hittenbergersays. “He helped start theassociation and he served on theboard, but he was invisible. He didn’tChance married Scott live on GoodMorning America.want a high profile because insurancecarriers didn’t like him.”He also realized his reputation mayhurt the association in other ways. “Alot of people were there to take potshotsat him,” Hittenberger says. “Hewanted to help unify the industry.When people found out he was involved,they automatically thought,‘Wow, this isn’t a reputable thing.’ Buthis ideas were good and he had a lotof passion for what he did and whateverhe was doing at the moment.”High-Stakes GameChance’s reputation preceded himbeyond the auto glass industry. It’s nothard to see how that could happenwith televisions beaming him into theliving room of millions of people. Butthere are a lot of mattress store ownersand used-car salesmen who neverparlayed their success into marrying aformer Mrs. America and the millionsChance made.In fact, Chance’s controversialpersona in the glass industry wasnothing compared to his real-lifepersona. He went through three marriages—withScott being the last. Althoughhis romantic relationshipsweren’t long-term, he remained loyalto both his family and childhoodfriends. Scott says his mother andfamily played a large role in the business.So did many of his childhoodfriends. Much like a professional athletekeeps an entourage, so didChance. He kept many of thesecontinued on page 34www.agrrmag.com November/December 2007 AGRR 33

Chance Encounterscontinued from page 33childhood friends on his payroll, accordingto Scott.At the same time, Scott saysChance was prone to rash decisions.For instance, she says he once decidedto run for governor, even though hehad no political experience.“He had his highs and his lows andhe didn’t always make the best decisions,”Scott says. “For two weeks, hewanted to be the governor. He wascalling people and doing everything toset himself up to run for governor.Then, just like that, it dropped. He wasno longer interested.”Chance’s friends weren’t the onlypeople he supported, according toThe Arizona Republic. The paperquoted a number of religious leaderssaying Empire Glass’ owner donatedthousands to their causes (Some ofthese religious leaders wouldn’t returncalls from AGRR.) Scott disputes this,but Hall doesn’t.“He was a generous philanthropist,”Hall says. “He used to spend alot of time going to Mexico and workingwith people. He gave a lot ofmoney down there to people and tothe people in town here.”Chance’s religious beliefs drovethis behavior, according to Hall. Scottsaw this as well. “Rick was very spiritualand he was an ordained minister,”she says. “He was the mostspiritual guy I ever met. He was generousand he had a heart.”Sandwiched in these good deedswere rocky relationships with women.Six months after his first marriage toNorie Anne Rose in 1979, she filed fordivorce, according to The Arizona Republic.Although Rose dropped herinitial proceedings, she filed for divorcein 1981.When Chance was married to hissecond wife, Christine Gay Pyland (withwhom he had two children who eventuallyworked at Empire), he met awoman at a restaurant in Scottsdalewho turned out to be a prostitute, accordingto The Arizona Republic. Later,the woman drugged the millionaire andstole his jewelry. This embarrassmentforced Pyland to take the two kids andmove to Denver, according to the paper.Chance’s actions also made therounds in the glass industry rumor mill.“There were a lot of rumors floatingaround,” Hittenberger says. “Everyonehad heard the stories and seen thenews clips and talked to people whoworked for him.”In 1996, Chance married Scott in aValentine’s Day wedding that wasbroadcast live on Good Morning America.After two annulment attempts, thecouple finally divorced in 1999. The ArizonaRepublic reports that Chance saidScott hid things from him, includinggetting several plastic surgeries andcontracting to appear in adult films.(The paper also reported that Scott accusedChance of being a “religiousFor more information, visit www.agrrmag.com/infocentercontinued on page 3634 AGRR November/December 2007 www.agrrmag.com

Chance Encounterscontinued from page 34kook,” while he accused her of beingafter his money.)The final woman in Chance’s lifewas, of course, Hungerford, an exoticdancer, who was accompanied by herboyfriend, Robert Lemke. In court documents,Hittenberger said they metthrough a classified ad. Chance alwayshad an interest in jewelry and hadbegun selling it.“It was a complete scam,” Hallsays. “She represented herself to Rickas a student. They [Hungerford andLemke] were targeting Rick. Theyhad found out that he sold jewelry.They were targeting him to rob him.They had Brandy befriend Rick forthat purpose. She managed to makecontact with Rick and make him feellike she was interested in a relationshipwith him.”Hall claims his friend never knewChance was a stripper, but Scott iswary of this.Finally, on the night of Thursday, August8, in Room 317 of the Best WesternInn in Tempe, the duo accomplishedtheir goal. Chance went to the hotelroom with Hungerford and a milliondollars worth of jewelry. Not long afterthey arrived, Lemke arrived at the hotelin a ski mask, stole the jewelry and shotChance, according to The Arizona Republic.Hungerford said she didn’t knowher boyfriend, an exotic dancer knownas Dakota, was planning to kill Chance.Scott attributes Chance’s decisionto go to the hotel to the rash decisionmakinghe had displayed throughouthis life. “Anyone can look at that wholesituation and think it’s just not logical;”she says. “Why would someone who isa multimillionaire bring that jewelry toa stripper in a hotel to sell just becauseyou have a buyer? It’s not logical.”Police eventually found Lemke andHungerford in Tacoma on August 14,2002. They had planned to sell the jewelry.The two were convicted butweren’t sentenced until earlier this year.Hungerford, who testified againstLemke, got 14 years in prison. Lemkereceived life in prison and is not eligiblefor parole until he serves 25 years.Both Lemke and Hungerford have alreadyserved five years.“I think he would have had a remarkablelife,” Scott says. “He was agreat person. When I think back onhim, I think back that I never laughedas hard as I had with anyone. It was thesilly goofy things that he would do thatmade life so fun.”■◗Les Shaver is a contributing editor forAGRR magazine.36 AGRR November/December 2007 www.agrrmag.com

PeopleNewsAdvertisementRob Wolken Owner, Glass Doctor® franchise in Los Angeles, CA Est. 2003Q: You mentioned earlier that one of your big goalswas to spend more time with your family. HasGlass Doctor allowed you to do that?Well, I’m still working as hard as I have ever worked, butnow I have more control over my schedule. My childrenare very involved and know what I do, which is fantastic.I make it to every one of their baseball games and I havedinner with them every night.Aformer television executive, Rob Wolken opened hisGlass Doctor franchise with no prior glass industryexperience. Four short years later, he is one of the company’smost successful franchisees in the United States.Q: Why did you decide to go into the glass industry?I liked the business. I liked the service aspect of it. Glass isalways breaking and people will always have a need forit. I liked the clean, simple, professional approach thatGlass Doctor projected. More importantly, I wanted to havea more balanced lifestyle. I had two young kids at the timethat were 4 and 2, and I was working 24/7 in the entertainmentbusiness, and I rarely got to see them or have dinner with them.So I started looking at different businesses that, if I workedfor them as hard as I did for other people, I would build myown company.Q: What was it that finally led you to settle onGlass Doctor as the company for you?After I met with the folks at the Headquarters office in Waco,Texas, I was very interested, so I came back and did somemarket research in Los Angeles. Come to find out it’s themost competitive market in the country, but it’s also the mostfragmented. Most of the business is divided up among a bunchof independent businesses, and I just felt very strongly that if Ibrought a brand-name service company to a large market thatI could build a respectable business.Q: What advice would you give to anyone wantingto take their existing business to the next levelwith Glass Doctor?I’ve talked to tons of people about this, actually. I tell themthat they are still going to be running their own business, butthey are going to have a support and navigation system likethey’ve never had before, in terms of how to stay on track howto continue to grow the business. I think Glass Doctor does anexcellent job in giving support such as sales and marketing,operations, finance, and recruiting. They’ve done a great jobto build the brand, and as the company continues to grow inthe number of franchises and the number of areas we service,the communication that evolves from the franchisees aroundthe country is invaluable in terms of how we do businesslocally. The other franchisees I’ve met, and the war storiesand successes we share; those are opportunities that as anindependent business owner I’d never get.“He’s done an outstanding job followingthe Glass Doctor business systems,”says Mark Dawson, President of Glass Doctor.“At Glass Doctor, we’re proud to support those wanting to startor grow great businesses in the glass industry,” says Dawson.“In Rob’s case, we were able to launch his business from theground up, in a tough area like Los Angeles, while giving himthe freedom and time with family he was seeking. But Rob isjust one of the many Glass Doctor franchise owners we support.Some come to us with multi-million dollar businesses butwant to diversify to the residential market; some have yearsof industry experience but want the competitive advantageour image and brand name gives; others are looking forbetter marketing, a succession plan, or a better quality of life.Whatever you need, Glass Doctor can help.”Is franchising right for you?Find out today at:800-280-9858or visit us online at:www.glassdoctor.comand click on “Franchise Opportunities.”Learn how the established systems andon-going support of Glass Doctor canhelp start or grow your business. Exclusiveterritories are available nationwide.www.LeadingTheServiceIndustry.com

SomethingforEveryoneAuto Glass Weekin Las Vegas OffersSomething for Allby Charles Cumpston and Penny StaceyThere were informational opportunities, learning experiences and a chance to catch up with industry colleagues for everyonein attendance at the second annual Auto Glass Week in Las Vegas. The event took place November, October 31-November3 at the Mandalay Bay Convention Center, in conjunction with the annual NACE Expo. The week’s events includedsomething for everyone, including the Auto Glass Expo @ NACE, the annual Auto Glass Replacement Safety Standards(AGRSS) Conference, the Independent Glass Association’s (IGA) Fall Conference, the third annual Auto Glass Technician Olympics(AGTO), the second annual Walt Gorman Memorial Windshield Repair Olympics (WRO) and the National Windshield Repair Association’s(NWRA) annual conference. In the following pages, you’ll get a taste of each of these events and the education they offered.AGRSS CouncilThe AGRSS Council’s StandardsCommittee met on October 30prior to the opening of the conference.During the course of the meeting,the group gained 15 newmembers: Sherri Stallings of BinswangerGlass, who had served as analternate and replaces Steve Pierick,Steve Coyle, who joined as an individualmember, Joel Timmons of ProfitableGlass Solutions (a newcompany), Brian Yarborough, a representativeof the IGA, Charles Turiello,who replaces Diamond Triumph’sNorm Harris, Gene Nichols ofGuardian Industries, Mike Schmaltz ofthe Minnesota Glass Association, DaveZoldowski of Auto One in Brighton,Mich., Jim Coman of Glasspro inCharleston, S.C., Tom Lance of LeadingEdge Auto Refinishers, Jim Gagin ofSommer & Maca, Scott Riddel of Bostikand Tim O’Neil of ADCO Products.In addition, the group re-electedtwo board members, Bob Birkhauser ofAEGIS Tools International and DebraLevy, publisher of AGRR magazine/glassBYTEs.com. Dan Mock, vicepresident of operations for Glass Doctor,Turiello, Timmons and Jeff Bull of J.Bull Associates also were elected to theBoard of Directors.Carl Tompkins, chair of the credentialingcommittee, took this opportunityto update the committee on hiscommittee’s efforts.“We’ve given this industry five yearsto learn that there’s a standard and tolearn how to incorporate it,” he said.38 AGRR November/December 2007 www.agrrmag.com

“That total of five years means it’s timeto graduate,” said Tompkins, speakingof the possibility of third-party auditsto be developed by early 2009.Membership chair Jean Pero of Mygrantalso provided an update on themembership committee. She remindedthe group that every company thatdoesn’t renew its membership/registrationis contacted by the membershipcommittee—usually by phone. RodgerPickett of Cindy Rowe Auto Glass, chairof the training programs committee,discussed his committee training programprogram. (See page 41 for the listof registered training programs, whichwere announced during the conference.)AGRSS is now registering trainingprograms that can show they complywith the AGRSS Standard. Five organizationsreceived these credentials(see page 41).Conference Kick-OffThe AGRSS Council kicked off itsannual conference—and its tenth-anniversarycelebration—on October 31by honoring four industry representativeswho have devoted their time andefforts to the AGRSS standard: CarlJolliff of Jolliff Glass, Dean Mieske, formerlyof Performance AchievementGroup, Bill Ives, who serves as legalcounsel for the group, and BobBirkhauser, president of AEGIS ToolsInternational.“How did we get there? We had tohave a vision,” said AGRSS chairpersonCindy Ketcherside, as she introducedJolliff, who is known as thefounder of AGRSS. As a former IGApresident he first thought of the ideaof developing a Standard for safe autoglass installations.In accepting the honor, Jolliff said hestill has high hopes that the work of theAGRSS standard will go even further.“I may not live to see it, but I hopeI do and think I will, the day thatevery auto glass shop in the nationgets on board with the AGRSS Standard,”Jolliff said.(Left to right) Dean Mieske, Bill Ives, Cindy Ketcherside, Carl Jolliff andBill Birkhauser gather at the conference.Mieske, who no longer works in theauto glass industry, also attended theconference to accept the honor AGRSSbestowed upon him.“He worked day and night to getour original standard drafted,” Ketchersidesaid of Mieske, who thankedothers for their support and notedthat they all had something in commonthat made the creation of thestandard possible.“We needed one other ingredientand that was faith—we all had faith inthe process,” he said.In honoring Ives, Ketchersidenoted that his work has often beenbehind the scenes—and for awhilewas even pro bono.“Bill never complained whenAGRSS couldn’t pay him,” chuckledKetcherside, who noted that the groupis now up-to-date in their paymentsto Ives and now is fully “in the black.”Ives, who has been involved withthe standard since the beginning, saidhe also appreciated the others involvedin the work.“It wasn’t just the activity of those involved—itwas the dedication,” he said.In recognizing Birkhauser, Ketchersidereferred to him as the “thread tolink all these people,” noting that in thethree previous thank-you speeches,Birkhauser’s name was mentioned.Birkhauser also was appreciative—but said the Council still has lots ofwork before them.“This industry is under a great dealof pressure to become a commodity,”he said. “We need to work with the insuranceindustry and we need to educatethem that there is a difference.”“Remember, we’re on a journey andthe journey is not at its end,” he said.Keynoter Rocky Bleier, former PittsburghSteeler and Vietnam veteran,also provided a motivational talk inwhich he advised attendees that theyneed to believe in themselves andwork as a team in order to reach theircommon goal of promoting safe installationsin the auto glass industry.“Successful organizations like successfulteams are made up of twoparts—trust and commitment,” he said.He also reminded attendees to rememberthe past when thinkingabout how to approach the future. “Ifyou don’t understand your past, thenhow do you know where you’re goingto go?” he asked.Bleier noted that leadership playsan important role, too.“When put in charge, take charge,and when you’re in charge, have thecourage to do what is right,” he said.Bleier’s speech was sponsored byGlass America.The Audit QuestionAlso on the second day of the conference,Tompkins led what turned outto be a lively discussion on third-partyaudits in the future of the AGRSS.continued on page 40www.agrrmag.com November/December 2007 AGRR 39

Auto Glass Weekcontinued from page 39Carl Tompkins of SIKA Corp. updates the Standards Committee on theAuditing Committee’s progress.• Among the many questions debatedwere:• How the random sampling of annualaudits should work;• Penalties for companies that arefound to be in violation of theStandard;• How much notice should be providedin random audits; and• What type of third-party might beable to provide the audit.The most controversial questionsproved to be timing of notice (suggestionsranged from no notice to notice ofthree to five days) and penalties forthose in major violation of the Standard.Most in attendance agreed thatsome penalty needs to be provided, butthere was debate as to whether thepenalty should be a year before renewalof registration or only the fee to pay fora new audit (approximately $2,000) toprove compliance with the Standard.In addition, Levy, who chairs theAGRSS marketing committee, provideda marketing update, noting that thecommittee has developed several newbrochures and mirror tags, including amirror tag about safe drive-away times.In addition, the group has readied a testprogram for advertising AGRSS in marketsthat meet certain criteria, withhopes of launching the program in 2008.Levy ended with some words aboutthe group’s past and future on its tenthanniversary.“It’s really a pleasure for me to seeus reach ten years,” she said. “It’ll be agreat journey to see where we go inthe next ten.”AGRSS FinaleAGRSS wound up its meeting withtwo sessions in the afternoon.Silent AGRSSAGRSS topped off its first day in Las Vegas with a cocktail reception and silentauction in the early evening.Actually, the auction ended up being anything but silent as Tompkins, who moderatedthe event, built the tension as the time passed so that by the last five minutesthe room was atwitter with people pacing the floor watching the latest bid onthe item they coveted and scooping out the competition to figure out how they couldend up with the winning bid.But it was all in fun, and also made a lot of money for AGRSS, almost $5,000 accordingto Ketcherside. Pero put the auction together.The most coveted and hotly contested item in the auction also involved Tompkins.A fishing trip with him in Spokane sparked intense bidding from several attendees.When the final seconds sounded the end of the auction, Birkhauser had placed thewinning bid for the trip.Other hotly contested items in the auction included an Iphone, a set of threeclocks, and assorted gift coupons and Rocky Bleier memorabilia.While the bidding became intense, it was smiles and cheers all around as the namesof the winning bidders were announced at the end of the event.In the first, which was dubbedmany as the “Panel of the Two Pauls,”Paul McFarlane, director of programsadministration for LYNX Services, andPaul Gross, president of Harmon SolutionsGroup, participated in a paneldiscussion of claims resolutions.McFarlane explained the differencebetween claims that need pre-approvaland those that don’t.“The glass programs we administerhave a standard rate which they willpay, anything beyond that requiresprior approval,” he stated. “Youshould be paid for the service you provideto the client. What we have to decideis what portion will be paid by theinsurance company and what will bepaid by the client.”He gave the example of corrosionand pointed out that this is where thepre-inspection becomes so important(see the October 2007 issue of AGRR,page 32, for related story).“The more important informationyou can provide on the need for thisextra work, the better we can representthis to the insurance company,”he said. “Then the insurance companycan say if the procedure is coveredor not and, if it’s not, you canthen start the conversation with theclient,” he added.Gross started his segment of thediscussion by saying that when hewas asked to serve on the panel hewas told that AGRSS wanted a ‘goodPaul’ and a ‘bad Paul.’ “I asked whichone I was, but they wouldn’t tell me,”he said to general laughter.Gross spoke about the importanceof AGRSS registration but pointed outthat it needs a wider ‘footprint’ nationallybefore it could be a mandatedcondition. He also explainedthat each insurance company has inits policies what is covered by the insuranceand what is not.“In some cases of damage, the lossof glass will be covered but not bodywork,” he said. “The damage has tomeet the definition of a loss.”40 AGRR November/December 2007 www.agrrmag.com

The session then became an openforum for attendees to ask questions.Much of the interactive discussionrevolved around corrosion and whopays for what and how to handle thesituation when corrosion is found.McFarlane made the point that it isdifficult to have customer service repsthat can have knowledge about anddiscuss the situation of corrosion withclients on the phone. Gross said thatit would be quite exceptional to have avehicle owner call the TPA and saythat there is corrosion on the vehicle.“They see that the glass is brokenand that’s as far as they go,” he said.Hello, AGRSS, HelloIn the final presentation at the AGRSSconference, Timmons spoke about howto sell AGRSS over the phone.He started by saying that a companyhas to make a decision as toThe Fab FiveOn the second day of the conference, the AGRSS Council announced that it has registeredits first five training programs.The first five AGRSS-registered training programs are as follows:• Automotive Glass Consultants;• Dow Automotive;• Independent Glass Association;• Shat R Proof Corp.; and• SIKA Corp.The companies had to submit the elements of their training program to the AGRSSCouncil for review and the education committee reviewed these to determine thatthe programs comply with the AGRSS Standard.whether the customer service representativeis a member of the serviceteam or the sales team.“Unfortunately, there is very littleselling over the phone in our industry,”Timmons said.“You have 45 seconds to establish arelationship over the phone.”“This takes you out of the commoditysituation,” he added.Timmons also said that if a customeronly gets a windshield replacementevery seven years, “can youafford to lose that sale?”He also advised that company defineand promote its strengths forselling over the telephone, includingthe fact that it is an AGRSS-registeredcompany.“Let the potential client know whatAGRSS is and what your company hasdone to be certified and what itmeans,” he said.His final piece of advice was to analyzethe results of phone selling,whether good or bad. “Your closerates are going to tell you if you arehitting that emotional button whichmakes customers make buying decisions,”he stated.NACE, the annual auto collisiontrade show, is reinforcing its positionas the single most importantauto glass event of the year. TheNACE show is a prime meeting placefor the AGRR industry to show itself andfor the AGRR industry to see the rest ofthe market.Many companies take the opportunityto launch new products at NACE.For example, Glass Doctor of Waco,Texas, unveiled a brand-new van designfor the first time at the show. Thevan, which will be provided to newfranchisees, is one in a line of manyGlass Doctor has recently re-designedfor its many product lines, accordingto the company’s Andrew Baker. Thevan is already in service by two of thecompany’s newest franchisees.Reid Manufacturing launched itsnew QC-200 quick-release cold knifesystem. It’s smaller than the previousversion of the system.Liquid Resins also has two newproducts: a headlight restoration kitand a Micro-Vac Pro 360 (MVP360).The MVP360 injector and bridgeassembly is designed to work with orwithout an external vacuum source.Glass Pro Systems showcased itsSuper Cinch windshield repairNow NACEtool. Company president Michael Curlnotes that the system doesn’t utilizeheat, is easy to use and can negotiateany curvature of the glass and is designedfor vertical repairs.Shat R Proof Corp. introduced itsnew SRP Origin auto glass adhesive.The company says the SRP Origin willoffer crash test validated safe driveaway times of 4 hours at 70 degreesFahrenheit (21 degrees Celsius).GlasWeld launched its new G3fusionauto glass repair system, featuringthe G3 ProVac injector.continued on page 42www.agrrmag.com November/December 2007 AGRR 41

Auto Glass Week continued from page 41Successful IndependenceThe IGA capped off the industry’sparticipation in Auto Week in LasVegas with a successful fall conferenceon Saturday, November 3.The conference kicked off with apresentation by IGA president DaveZoldowski and a two-hour discussionof the services offered by the associationand the overall theme of themeeting (one of the most importanttopics for independent AGRR companies)—steering.Among the new services that IGA isoffering are free AGRSS registration,legislative alerts, IGA certification, CSRtraining and certification and the antisteeringcampaign.The ‘Don’t Get Steered’ campaignwas introduced by IGA board memberBryan Yarborough. “It’s hard to explainto those outside our industry what isgoing on in our market,” he explained.“That’s the purpose of this campaign.”Consumer brochures, radio spots, TVadvertising scripts, postcards for consumersand representative press releasesare all included as methods to getthe message out on what steering is andwhy consumers need to be aware of it.Consumer advocate Ralph Naderhad suggested a comic book to explainthe complex concept to consumerswhen he spoke to members at theirMay conference.“We are within 8 to 12 weeks of havingthis printed,” said Yarborough.“This is a fun way to get the messageout and use as a leave-behind,” Yarboroughadded. “And all these materialswill be made cost effective so that youcan use them in your shop.”Shawn Newport, an IGA boardmember, picked up the discussion onsteering by advising that everyonecheck on whether or not consumers intheir state have the right to choose.“This is the first thing you have to findout. Do consumers have the right tochoose a shop to do their work?”Also, because consumers are increasinglyusing the Internet to find ashop to complete auto glass work,Newport advised attendees to be surethey have a web presence that will capturethese consumers.He also led a discussion of successfultechniques to avoid having a clientsteered by what IGA calls a competitoradministrator. There was an emphasison the importance ofcontrolling the call so that the consumerdoesn’t get steered.There was also a discussion of howto respond if a customer asks if a claimis going to affect their premium. Representativesof State Farm, who were inthe audience, explained that even theclaims department cannot provide ananswer to this question because of themany factors which are involved. Theyadvised telling clients that they shouldask their agent for information onwhether filing the claim is going to affectthe premium.The final consensus was that it is upto the individual shop to educate itscustomers. IGA is putting into placetools to help do this.Mr. IGA Goes tothe State CapitalThe IGA finished out its morningprogram on Saturday with a legislativeupdate program led by Tom Grim of AllStar Auto Glass, and Alan Epley ofSouthern Glass & Plastic Co., legislativechair of IGA.Grim, who is president of the WashingtonIndependent Glass Association,recently worked to see anti-steeringlaws successfully passed in his homestate. He started by asking, “Why is legislationimportant and what do youneed to know? Those are the questionswe will endeavor to answer.”He said that the purpose of the legislativeactivity in Washington was toprevent an entity from being a retailshop and a third-party administrator.He explained, “We couldn’t quantifyany steering when we investigated, butthere were statements in the company’sscripts that steered the customer, suchas that its warranty was better than independentcompanies.”Grim told attendees that if they don’tprevent steering, no one will.“That’s where legislation comes in,”he said. “Legislation forces action. Wedidn’t end up with the bill we wanted,but we did get legislation.”He added, “Legislation changesthe way ‘they’ (whoever that is) dobusiness.”42 AGRR November/December 2007 www.agrrmag.com

He said that he has already seenchanges in the way TPAs operate in hisstate. It takes time, a lot of it, Grim said,as well as money, commitment andleadership to get legislation passed.“These are non-negotiables,” he said.Grim also advised that legislators respondto groups not individuals, andthat you have to get legislators to careabout your situation.“Make your issue matter,” he said.“Local business is always important tolegislators and you can point out thatyou are up against a national operationfighting for business.”Epley continued the discussion byexplaining that he opens the dialogwith legislators by asking if they knowany industry or profession in which acompany has to turn over competitiveinformation to its competitor.“That’s what we have to do,” he tellsthem.Epley said that one of the strategiesof opponents of legislation in his state,South Carolina, is to say that theywant legislation passed and thenchange it into a ‘paper tiger.’ “Youhave to be careful. I was required tokill my own bill because it had beendiluted so much,” he said.“I hope we can have discussion sothat we can change things for the betterfor everybody in our industry,” he said.“All we ask [for] is a level playing field.”IGA board member Brian Yarborough updates the group on the “Don’tGet Steered” program.Into the End ZoneThe IGA wrapped up its Fall Conferencewith two sessions on November 3.Invoking a fall Saturday afternoon analogy,the group’s meeting scored atouchdown with members getting thekind of practical information and peerdiscussion they were seeking.Gary Hart, chief executive officerof eDirectGlass, opened his presentationon Internet marketing by stating,tongue in cheek, “I’m here tosteer you about how to sell on the Internet.I know you don’t like the wordsteering.”He said that things are still changingso quickly on the Internet that informationneeds to be updated everyfew months.“Only 4 percent of industry companiesoffer the ability for real-timequotes or pricing, and only 15 percentoffer fill-out contact forms for quotesand scheduling. That’s pretty pathetic,”Hart said.He added that the largest companiesin the industry are offering these capabilitiesand said that the small, independentones have to do so as well.“You need a plan for Internet content,”he explained.And this should capitalize on thepower of a company’s brand, he added.“You need to build a sense of trust,”he told attendees.Hart advised that a website shouldbe kept simple and manageable.“Consumers are coming to yourwebsite to find out about the company,get a quote and schedule service. Makeit easy for them to do that,” he said.Hart said that in three years insurancecompanies likely will allow theirclients to file their first notice of lossand schedule service online.“They’ll be able to build the modelon the website and everything, includingpricing, will be there for theconsumer to decide to get the workdone. It’s up to you to lose the job, becausethe consumer is telling you whohe or she is and what they need done,”he said.Hart said that in his company’s experience,9 out of 10 clients are convertedusing this method and it is oneof the cheapest ways for a company toget a job.“What this does is give you moretime to replace windshields, which iswhat you do best,” he said.The other session focused on CSRtraining and was provided by Dan Molloyand Mel Auston of Molloy LLC.“The competitive advantage isn’t theglass. Consumers see all glass as beingthe same. The real competitive advantageis the eye-to-eye or word-to-wordinteraction between the CSR and theconsumer,” said Molloy.Auston said that CSRs forget thatevery person they speak with on thephone is a potential customer.“And that means your companyloses business because of this. Trust hasto be established. You have to trainCSRs in how to establish trust,” he said.Attendee Gabe Runge of JohnsonGlass Co. in Yakima, Wash., says thiswas his first IGA conference.“I think the most interesting portionof the conference was to listen to TomGrim talk about the anti-steering bill,”Runge says. “It was nice to get an updateon that ... He gave some good insight asto how people can get involved in legislationin their own states.”The IGA Annual Convention andSpring Auto Glass Show, which is colocatedwith Americas’ Glass Showcase,will be held May 1-3, 2008, atthe Cashman Center in Las Vegas.continued on page 44www.agrrmag.com November/December 2007 AGRR 43

Auto Glass Week continued from page 43Travis Crebs,Techna GlassWe are the ChampionsAGTO and WRO Wrap Up with Best of the Best ChosenMatt Andreasen,Expert AutoGlassJorgeDe La Vega,Glass DoctorErnie Espinoza,Izon AutoGlassAnthony Ford,GlassproKent Gines,Glass Doctor ofSt. George, UtahSpotlight on AGTOJason Horne of CindyRowe Auto Glass completedthe Auto GlassTechnician Competition(the “Olympics” of theAuto Glass Industry) infirst place with a score of244 (just six points awayfrom a perfect score of250). Horne, glass technicianfor the Harrisburg, Jason HornePa.-based company,takes home a prize of $5,000, along with a trophy.A third-time competitor, Horne, 37, plans to usesome of the prize money to modify and enhance a1985 Chevrolet truck he’s working to make into ahotrod vehicle.He said the most difficult part of the competitionwas the first heat, rather than the finals. “The firstday was more difficult from having to do the interactionpart and then go right into the install—90minutes goes fast,” he said.In the competition, each contestant has his owntimekeeper/proctor, who also acts as a customer duringthe event—requiring the installer not only to completethe technical work, but to keep the customerappeased and get the proper paperwork completed.Horne has 19 years experience in the industry.Aaron Thrasher of Diamond Glass inSan Diego finished in secondplace with a score of 234, andMatt Thompson of RoyalAuto Glass in Laurel, Md.,took third, with a score of233. Thrasher wins a prize of$1,000 and Thompson $500.The Auto Glass Technician (AGTO) and WindshieldRepair (WRO) competitions (the“Olympics” of the auto glass and windshieldrepair industries) were held as part of the eventsof Auto Glass Week in Las Vegas at the MandalayBay Convention Center. Jason Horne of CindyRowe Auto Glass in Harrisburg, Pa., took homefirst place in the AGTO, while Matt Anderson ofNovus Auto Glass in Spokane Valley, Wash., wasnamed the best repair technician in the world.In looking back on the competition, those inattendance—and in competition—seemed toagree on one thing—the competition just keepsgetting stiffer.“AGTO has progressed year after year,” says JeffOlive of Glass Pro in Charleston, S.C., who was thefirst winner of the competition in 2005. “Each yearwe see it harder and harder to judge because ofthe quality of the technicians coming through.”He adds, “Having the Olympics has actuallyimproved the industry to the point that there aremore and more technicians installing to thosestandards and the quality of the technicians hasimproved over the last three years. It’s very hardto judge among them, as you can see by howclose the scores were.”Jim Coman, one of the newest Auto Glass ReplacementSafety Standards (AGRSS) Councilmembers, also of Glasspro, concurs.“I thought the quality, as seems to be the caseevery year, was higher of the technicians that competed,”Coman says. Glasspro held its own competitionto determine whom they would send andchose Tony Ford, who ranked fifth in the AGTOsemi-finals. “This year we had four [potential candidates]and we had an in-house competition,kind of our own mini-Olympics, and that’s proba-Rob Grace,Cindy RoweAuto GlassSteve Griffin,RestorationAuto GlassTroy Haney,AmericanAuto GlassChris Hanson,Glass AmericaNeil Haugee,WindowWelder Inc.Bob Hosta,DiamondGlass44 AGRR November/December 2007 www.agrrmag.com

Rich DiMassa,Dents OutPlusKelly Ditto,Cindy RoweAuto GlassGeorge Lytton,NOVUS AutoGlassKyle Melton,Glass Worksof WisconsinJeff Olive,GlassproBob Simoni,Dr. Bob's WindshieldRepair Service Inc.Rick Skeen,Safelite RepairCompanybly how we’ll do it again next year,” Coman says.Charles Turiello of Kingston, Pa.-based DiamondGlass also was on-hand to support hiscompany’s contestants, Bob Hosta, Jeff Morgantiand Aaron Thrasher. Thrasher took second placein the competition.“We’re already looking forward to next year andwe’re shooting for the gold,” Turiello says.Either way, though, Turiello is pleased with thisyear’s competition. “Everyone [at Diamond] isvery happy on where we placed and we’re especiallyhappy with the work that the technicians putin over the course since our semi-finals,” he says.“We’re proud of our technicians.”The AGTO is co-sponsored by the IndependentGlass Association (IGA) and AGRR magazine/glass-BYTEs.com. In addition, corporate sponsors includedPilkington, SRP, AEGIS Tools International,Dow Automotive, A.N. Designs, Equalizer, MygrantGlass, OETech, Mainstreet Computers, GTS Services,SIKA Corp., ADCO Products and Glass.net.The WRO is co-sponsored by the NationalWindshield Repair Association (NWRA) andAGRR magazine/glassBYTEs.com. CorporateWRO sponsors were GlasWeld, Glazex, AEGISTools International and Glass Medic.Judges RecognizeContestants for InnovationIn addition to the prizes awarded for first, secondand third place, the judges this year also presentedinnovation awards to Rob Grace, of CindyRowe Auto Glass, and Ernie Espinoza of Izon AutoGlass, for using distinctive methods of removal andinstallation in the competition.continued on page 46Spotlight on WROMatt Anderson ofNovus Auto Glassin Spokane Valley,Wash., took homefirst place in thesecond Annual WaltGorman MemorialWindshield RepairOlympics. Anderson,a first-time contestant,said he has Matt Andersonbeen preparing forthe competition everyday for the last sixyears since he opened his own Novusfranchise.“I do this everyday,” he said. “Preparing essentiallyinvolved making sure I’d have everythingI have everyday here in Las Vegas.”When asked if he was surprised by the win,Anderson noted he felt confident in his ability—butunsure of the unexpected.“I was confident coming in, but it’s reallyhard to be sure how your going to do in somethinglike this,” he said.And the most difficult part of the competitionwas the part most might enjoy, says thehumble Anderson.“[The hardest part was] being in the spotlight,”he told AGRR magazine/glassBYTEs.com.Rich DiMassa of DentsOut Plus in Torrance,2007Calif., took secondGoldplace, and Kelly Ditto ofMedalistCindy Rowe Auto Glass inHarrisburg, Pa., took third.Auto GlassRepair TechnicianWorld’s BestAaronThrasher,Diamond GlassMatt Thompson,Royal AutoGlassSamuel B.Shipley,Royal Glass Co.Tony Shaw,RestorationAuto GlassJesse Miles,Rockford AutoGlassJeff Morganti,DiamondGlassVictor Narvarte,Stockton AutoGlassBrendan Picard,NOVUS AutoGlassAndrewPoluyanskis,Rockford Auto GlassScott Richardson,First ClassAuto Glass LLCwww.agrrmag.com November/December 2007 AGRR 45

Auto Glass Week continued from page 45focus on REPAIRRepair RallyNWRA Conference Offers New Certifications, InformationNational Windshield Repair Association(NWRA) presidentPaul Syfko welcomed membersto the association’s annual conferencewith a look at the previous year and alook at 2008.“We had a good year,” Syfko said,noting that the company grew both itsservices and its membership (by 30 percent)in 2007 and launched its first consumerinitiative, the green initiative.He also pointed out the association’ssuccess in co-developing the Repairof Laminated Auto GlassStandard (ROLAGS) acceptance by theAmerican National Standards Instituteearlier this year.“In the past we’ve always had difficultexplaining things to customers,”he said. “It’s nice to have a standard toclarify all that.”He also talked of new programs tocome in 2008, including a consumerwebsite and a K-6 repair program designedto educate children on the advantagesof repair.“Looking forward to 2008, there’sreally no better time for members tothrive,” he said.Industry MilestonesSyfko also awarded the first twoNWRA certifications to Gene Hendersonof the Crack Doctor in San Diegoand Gayle Good of Cindy Rowe AutoGlass. The certification program,which was developed by the NWRAcertification committee, is based onthe ROLAGS standard and is valid fortwo years. Training materials are availablefor download and the certificationis reasonably priced, Syfko said.Good and Henderson are now NWRAcertifiedrepair technicians.Henderson hopes others will followhis and Good’s lead.“I think it’s a benefit for people asfar as marketing to be able to sayyou’re certified,” he told AGRR magazine/glassBYTEs.com.It’s Not Easy Being GreenThe NWRA held one of its mostthought-provoking sessions ever duringits annual conference. “NWRA:The Green Initiative” was presentedby Mike Boyle, president of GlasWeldof Bend, Ore. Boyle also chairs the association’sGreen Committee.The two-hour session lookeddeeply into the “green phenomena”and windshield repair’s role in environmentalstewardship.Boyle is an expert in the theoretical,having done extensive research on thesubject, as well as the practical, havingjust completed a major companywideeffort to become more “green.”He first led participants through thedevelopment of the green movementand explained the different types ofconsumers and how they react.“To some people, the green movementis a result of a modern-day treehugger,” Boyle said. “But to all people,the desire for a healthy and robustearth for their children is a valiantgoal.” Boyle’s research also showedhow important the future health of theearth is to each type of consumer, butalso how the message has to becrafted carefully.“You can’t use scare tactics and attractmost consumers,” he said. “Insteadyou want to appeal to consumersdesire to improve the world.”Citing statistics from almost everymajor source, Boyle, explained howthe shift in consumer spending to“green” products that has occurredand is expected to grow even more inthe next ten years. “Everyone, everyone,is interested in a green culture,”he said, citing as examples everythingfrom television networks to PopeBenedict’s recent appearance in greenvestments to honor the earth.“Windshield repair is one of theoriginal green processes,” he said. “Itkeeps glass in use and the cost of producingone repair is miniscule comparedto the cost of producing a newwindshield. I expect it will becomeeven more important in coming years.”But, Boyle cautioned, there is adanger as everyone jumps on the“green” bandwagon. “Every companyin every industry wants to say itsgreen now. Everyone is flying a greenbanner,” he said. “But realize this,being green is way more than a mar-46 AGRR November/December 2007 www.agrrmag.com

keting campaign. It is a deep and fundamentalcommitment to changingthe way you do business in order tobenefit the environment.”Boyle said that GlasWeld has gonethrough a major transformation to becomea truly green company. “We hadan environmental audit,” he said, “andwe changed a lot of things, from howwe schedule to the light bulbs we usein our office. We looked at recyclingpaper—looked at everything and wechanged a lot of things. It wasn’t easy;people don’t like change. But we got itdone and we are actually savingmoney with the new systems in place… and we got a couple of side benefitslike better lighting in the process.”“We, as the windshield repair industry,need to help convince thewhole industry of the need to be greenin their own businesses and the rolethat windshield repair has in it. Weneed to convince glass replacementretailers, insurance companies, everyonethat we our industry is committedto this effort. And the first step towardthat is making sure that the industryreally is committed.”Boyle said the NWRA will introducea number of new services designed tohelp companies as part of the greeninitiative. Also at the seminar, theNWRA introduced rough drafts of adslicks, radio spots and other marketingtools that will be refined and availablefor the membership.Boyle is committed to the processand uses the polar bear as a symbol ofthe effects of global climate change.“This,” he said showing a photo of amother polar bear with her three playfulcubs all around, “this is what it isall about, no matter what species.”On the WebeDirectGlass’ Gary Hart also explainedthe ins and outs of developingan effective website. He providedseveral handy tips during the event.For example, Hart suggested thatshops not only purchase a domainNWRA president Paul Syfko (right) presents Gene Henderson (left) withone of the first two NWRA certifications awarded.name—but also be certain that thecompany they pay to handle the domainregistration be a viable one. Henoted that accredited registrars, suchas GoDaddy, Network Solutions and1and1.com are preferable whenavailable.“You pay for what you get,” he toldattendees. “If it’s under $15 and notone of these [above] there’s a goodchance you’re going to lose your domainname.”He also noted that it’s importantwhen setting up a website using athird-party domain registrar thatyour contact information appear inboth the organization and administrationspots on the electronic formandthat the domain registrar onlyappear as the technical contact.However, he noted, whatever contactinformation is provided there mustbe current.“We can’t stress enough—keepyour contact info current,” he warned.He also advised attendees that if an e-mail address is provided, it needs tobe one you utilize.When it comes to the developmentof the website itself, Hart advisedthat branding is as importantas it is elsewhere.“Your brand is not only your nameit’syour company, [and] it’s your logo,”he said.And, as your company changes, soshould your brand, warned Hart.“Your brand evolves,” he said.That brand should also convey onething—what your business is, accordingto Hart. When deciding what contentto include on your website, Hartwarned that it’s important to makesure that potential customers knowclearly how to reach you for your services,and that the information theyneed to obtain your service (and whatit is) is there.“People aren’t going to your websiteto be entertained. They’re going becausethey need your service,” he said.He also noted, though, that any paperworkyou give to current customersshould contain your website,so they no where to find you, and toobtain customers’ e-mail addresseswhenever possible so that you can remainin contact with them.Hart also provided tips on the insand outs of meta-tags, cross-linkingand the possible breakdowns for websitepages.The day-long conference wrappedup with a presentation by Molloy LLC,similar to the one offered to IGA (seepage 43).Jeff Wurst of Crackmaster WindshieldRepair in Redding, Calif., sayshe tries to attend every NWRA Conferencein Las Vegas.“It’s the number-one event of theyear that I look forward to,” he says.“I’m trying to put together a websiteright now [for my shop], so the eDirectsession was very helpful,” he says,speaking of Hart’s presentation. ■www.agrrmag.com November/December 2007 AGRR 47focus on REPAIR

WGR Reportsrepair newsKUDOSSurvey Recognizes Dr. Chipfocus on REPAIRCLEARVIEW WINDSHIELDS INSioux Falls, S.D., was not onlynamed to Sioux Falls’ recent“Local Best List,” but was namednumber-one in the area in windshieldrepair. Clearview is owned by Geraldand Jane Zwart.While Clearview has been namedto the list in previous years, GeraldZwart (aka “Dr. Chip”) notes that thisis the first year his company has beenranked within the subcategory ofwindshield repair.“Other years they just informed thebusinesses that they finished in thetop five but this year they told us whoJane and Gerald Zwart’s familyownedbusiness has been recognizedmultiple times by The Local Best.is number-one, number-two, number-three,number-four and numberfive,”he says. “In the automotivewindshield glass repair section,Clearview Windshields finished in thenumber-one spot.”Zwart attributes much of his company’ssuccess to its employees.“To earn the number-one spot justdoesn’t happen,” he says. “Our customerservice reps, repair and replacementtechnicians know andunderstand what customer service isall about and do a great job of it.”The Local Best List, available atwww.thelocalbest.com, comprises anumber of local businesses for whomthe public has voted. More than 2,10048 AGRR November/December 2007 www.agrrmag.com

Sioux Falls residents participated in thesurvey. Survey participants were askedto name their favorite local companiesin a variety of categories, and were notgiven options from which to choose thecompanies. The survey contained a varietyof categories, and subcategorieswithin those categories. Clearview wasnamed on the automotive list, whichincludes subcategories for windshieldand glass repair, auto dealers (new),auto service and repair, auto body repairand painting, auto parts and supplies,tires, auto cleaning and detailing,boat dealers and motorcycle dealers.Within each sub-category, five companiesare chosen as “The Local Best.”PEOPLE NEWSTwo Join Glass MechanixThe Las Vegas-based GlassMechanix has announced two newhires, Jeff Higgins and CasandraTimms. Both Higgins and Timms cometo Glass Mechanix from the Eugene,Ore.-based Delta Kits.Higgins previously served as vicepresident of Delta Kits and was incharge of overseeing all aspects of marketing,international distributionchains and Internet presence. In hisnew role at Glass Mechanix, Higginswill continue to oversee all elements ofinternational sales, global marketingand Internet development, as well asoperations and training. Higgins alsowill be involved in the work of GlassMechanix’s sister company, GlassMechanix Xpress Repair. Higgins waswith Delta Kits for five years.Timms has been with Delta Kits forone and half years and will handle orderprocessing, customer service, public relationsand general accounting in hernew role at Glass Mechanix. ■www.agrrmag.com November/December 2007 AGRR 49

Expert Advicepros who knowkerry@gtglass.comIs Green Right or Left?by Kerry Wanstrathfocus on REPAIRFOR THOSE THAT DIDN’Tattend the National WindshieldRepair Association (NWRA)conference in Las Vegas in Novemberyou missed, in my humble opinion,the most informative and telling discussionI have ever heard presented ata NWRA conference. While therewhere many informative parts presented,the timeliest was the presentationon windshield repair “beinggreen” by Mike Boyle of GlasWeld Systems.The information wasn’t justabout windshield repair being a greenalternative to replacement, but it alsopresented facts and statistics relatingto consumers’ buying habits, eatinghabits and trends in thinking and livingand lifestyle choices. This informationshowed where we are headedas a country.Perhaps some in attendance mayhave initially thought the NWRA wasmoving far to the left, but to most Ithink it quickly became apparent thisisn’t about politics at all. It is about reversingdecades and perhaps a centuryof excesses in consumption andthoughtless self-indulgent behavior.The How of It AllHow does this all relate to windshieldrepair? Well, by definition windshieldrepair (or, for that matter, anyrepair) is green in that it saves somethingfrom being needlessly discarded.Also, it is saving the energy ittakes to produce that product. Repairinga windshield also saves thousandsof tons of glass from landfills everyyear. This in itself is reason enough topromote repairing glass when ethicallypossible. A windshields is differentthan a piece of flat glass in that it is“By definition windshield repair(or, for that matter, any repair) isgreen in that it saves somethingfrom being needlessly discarded.”laminated and has a polyvinyl butyral(PVB) interlayer, which cannot be separatedeasily from the two layers ofglass. This interlayer makes windshieldsessentially non-recyclable.The Old WayIndependents traditionally haveused the economical benefits of repairto sell their services. That remains astrong benefit and incentive for a customerto elect repair, but I propose inthe not-too-distant future many consumerswill be more motivated by the‘green’ benefits of choosing a repairover a replacement.In many areas of this country this isalready the case. I live in Colorado andfrequently travel to Hawaii; both ofthese states and many other states areadopting green requirements as it relatesto many facets of our daily life.We should be promoting the greenbenefits of repair as the primary benefitof repair over replacement. Thisbenefit cannot be denied. One canargue even the economical benefit ofrepair over replacement if they want.But the green benefits cannot be arguedor ignored.For once repair has the ability to bein an offensive position in the autoglass market. For years “repair” hasbeen in a defensive posture, always onits’ heels, reeling for one attack afteranother. Now the green climate of theworld has changed opening a door forenvironmentally friendly productsand services of which repair is both.You as a businessperson can andshould align your company so youcan in all good conscience benefitfrom your service. I say “in all goodconscience” because you too need todo more than just say you’re green becauseyou repair—that isn’t enough.There are many, many things you cando to either save energy or resourcesto participate honestly in slowly becominggreen.On the OffenseI encourage our trade associationsto apply pressure on insurance companiesthat have chosen to turn theirbacks on repair or don’t actively promoteit to their customers. The networksare equally guilty by continuallyreducing the fee for service as a meansto secure contacts. Repair should beviewed as the first option.Furthermore, because of the financialand green benefits of repair, the feefor the service is undervalued. In Japan,where the benefits of repair are appreciated,the fee for repair is approximatelythree times our average fee.It is time the repair industry stick itschest out and hold its head up. (And,for those that may be wondering, I’ma registered Republican.) ■◗Kerry Wanstrath is president of GlassTechnology Inc. in Durango, Colo.Mr. Wanstrath’s opinions are solely his ownand not necessarily those of this magazine.50 AGRR November/December 2007 www.agrrmag.com

Auto Glass Invoicing & Workflow Solution“MY GLASSMATE”IT HELPED A GLASS SHOP GROWAND SAVED A MARRIAGE.MEET JENNIFER TOTTEN…Who ever thought glass software could do this?“GlassMate not only made our business flow so much smoother, but I’m notexaggerating when I say that it doubled our business! By submitting invoiceselectronically, we got paid so much faster than having to fax invoices in, andeveryone was able to concentrate on doing what they do best. And mostimportantly, all of the savings in time with GlassMate allowed us to acceptmore jobs—and that’s how our jobs doubled and our business grew—allowingus to leave work each day on time and happy—which helped our marriageout, too! I guess you could say GlassMate saved our marriage.”– Jennifer Totten, Co-OwnerJT Auto Glass, Hidden Valley Lake, CaliforniaThere’s more to the “Jennifer Totten GlassMate” story that can helpyour 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.

SIGet a Gripon Windshieldsindustry insiderspeople in the news••••swith POWR-GRIP ®Vacuum CupsReliable, no-slip gripAttach in secondsProvide comfortable hand placementwhen ordinary handles can'tRed-line indicator warns user of anyvacuum loss1 800 548 7341www.powrgrip.com“Time is Money”OSYSTEM CERT9001:2000 SGSSold throughauthorized dealersIFICATIONCOMINGS AND GOINGSGoudsmit Joins Equalizer Industries;International Division CreatedHenri Goudsmit, who recently retiredfrom AEGIS Tools International in Madison,Wis., has joined Round Rock, TexasbasedEqualizer Industries asinternational sales director.“I had been planning to lead a niceHenriGoudsmitquiet life,” Goudsmit says.After returning from three weeks in Europe,Goudsmit says he received manycalls from Ray Asbery, chief executive officerfor Equalizer, and Eric Asbery, president.“After news of Henri’s retirement reached Equalizer earlierthis year, I just had to make the call,” says Ray Asbery,chief executive officer for Equalizer Industries Inc. “Henri’sbroad knowledge of European auto glass markets was veryinteresting to us. Henri has made great friends in the autoglass industry in Europe over the past several years and wethought he might like the opportunity to continue thosefriendships ...”Goudsmit will work from his home in Chicago.Easy toLearnEasy to UseIntroducing Super CinchPatentedWindshieldRepair isA SuperCinch• Super Cinch makes star breaks disappear easilyand quickly and suspends resin off glass under highvacuum.• Removes air and moisture first, producing quickhigh quality repairs, super fast stars, vertical andedge repair. Only tool that can isolate vacuum anddamage & inject without breaking vacuum.• Super Cinch is easier than ever with repair qualitythat is the envy of the industry. No other toolcomes close.Glass Pro Systems’ guarantee: “Super Cinch will easilyoutperform your current system or your money back!Best value of any glass tool on the market. Super Cinchis four to five times faster than conventional systems!”Lucien Bollanger, Walt Gorman’s primary technician,endorses the product. He says it’s the best system he’s everused! (Quality is outstanding!)Give your business the superior edge ... Super Cinchwww.SuperCinch.com or call 1-608-558-1375.Proudly made in the USA. Setting a new standard in quality.Q & A with Rich Harrison,COO, Belron USRich Harrison was named chief operatingofficer and senior vice president of BelronUS in late October. Harrison took a fewminutes to answer AGRR magazine’s questionsabout his new position, in which hewill assume executive management responsibilityfor the company’s field sales and re-Rich Harrisontail vehicle glass repair and replacement businesses.GB: How will your interaction with the company change inthe new role?RH: This past year I have been primarily working withour field management in the parts of the country wherewe have merged the former Belron Inc. operations (EliteAuto Glass, Auto Glass Specialists, Windshield Pros andGlaspro) with Safelite. In my new role I will be workingwith the field management across the entire country. Iam really looking forward to this opportunity and gettinga chance to work with our associates in all of ourmarkets.GB: What goals do you have for yourself for your new role?RH: Overall Belron US is a really healthy business and inmy opinion is on the right track. My primary goal will be tosupport our field operations, sales and wholesale teams sothey can continue to provide outstanding service to our customersand profitably grow.■52 AGRR November/December 2007 www.agrrmag.com

TheBuyer’s GuideYour Guide to the Industry’s SuppliersWithin the following pages you’ll find your very own guideto the auto glass repair and replacement industries. Following,first you’ll find a listing of companies that supply the industryand their contact information, and on page 55 you’ll see thetypes of products they supply.AA & I ProductsP: 800/657-4343; F: 800/511-0516www.aiproducts.comSee our ad on page 48.A.N. Designs Inc.P: 860/482-2921; F: 860/482-8585www.ultrawiztools.comSee our ad on page 25.ACI DistributionP: 404/558-3349; F: 404/351-8974www.acidistribution.comADCO Products Inc.P: 517/764-0334; F: 517/764-2550www.adcocorp.comAEGIS Tools InternationalP: 888/247-6000; F: 608/274-9395www.aegistools.comSee our ad on page 62.AGRR magazine/glassBYTEs.comP: 540/720-5584;F: 540/720-5687www.agrrmag.comwww.glassBYTEs.comAuto Glass ReplacementSafety Standards CouncilP: 630/942-6597; F: 630/790-3095www.agrss.comBBekaert Specialty Films LLCP: 800/282-9031; F: 727/540-0132www.bekaertfilms.comBlue Star Products Inc.P: 800/809-2993; F: 631/231-5544www.blustar-products.comBTB Auto Glass ToolsP: 888/293-1816; F: 888/293-1896www.btbtools.comBurco Inc.P: 800/253-2593; F: 616/453-5777www.burcoinc.comCC.R. Laurence Co. Inc.P: 800/421-6144; F: 800/262-3299www.crlaurence.comCarliteP: 313/755-1977; F: 313/378-6978www.carlite.comSee our ad on page 29.Clean Plus Inc./CPI DivisionsP: 507/527-2233; F: 507/527-2308Coach GlassP: 800/714-7171; F: 888/714-7171See our ad on page 18.CommonwealthLaminating & CoatingP: 540/632-4991Cox North America Inc.P: 800/822-8114; F: 517/339-3806www.cox-applicators.comCPFilms Inc.P: 276/627-3241; F: 276/627-3032www.cpfilms.comCreative Extruded ProductsP: 937/667-4485; F: 937/667-3647www.creativeextruded.comSee our ad on page 8.DDC InternationalP: 305/640-0295; F: 305/640-1842www.dcifilms.comDCM Co.P: 574/294-6989; F: 574/294-7599www.dcmcompany.comDelta Kits Inc.P: 541/345-8554; F: 541/345-1591www.deltakits.comSee our ad on page 49.Dent Doctor Inc.P: 501/224-0500; F: 501/224-0507www.dentdoctor.comDigital Business ControlsP: 801/413-1836; F: 801/413-1839www.dbcontrols.comSee our ad on page 9.Dow AutomotiveP: 800/453-3779; F: 937/254-5125www.dowautomotiveaftermarket.comDuncan Systems Inc.P: 800/551-9149; F: 574/294-7289www.duncansys.comEEasy Life SolutionsP: 877/792-9788; F: 941/798-9808www.dsr5.comeDirectGlassP: 480/993-0915; F: 480/422-9085www.edirectglass.comSee our ad on page 13.EFTEC AftermarketP: 740/548-1656F: 866/596-7778See our ad on page 5.Elemental Container Inc.P: 908/687-7720; F: 908/687-5157www.aluminumbottles.comEqualizer Industries Inc.P: 512/388-7715; F: 512/388-4188www.equalizer.comSee our ad on page 3.Extractor, The/Crystal GlassP: 877/628-8837; F: 780/438-5915See our ad on page 28.FFein Power Tools Inc.P: 800/441-9878; F: 412/922-8767www.feinus.comFilm Technologies International Inc.P: 727/327-2544; F: 727/327-7132www.filmtechnologies.comFixMyWindshield.comF: 480/836-8118www.fixmywindshield.comGGila Distributing Inc.P: 770/345-7252; F: 770/345-2394www.gilainc.comGlass DoctorP: 254/745-5053; F: 254/745-5098www.dwyergroup.comSee our ad on page 37.Glass MechanixP: 702/932-1281www.glassmechanix.comSee our ad on page 11.Glass MedicP: 614/891-9222; F: 614/891-9227Glass Pro SystemsP: 608/558-1375 F: 815/636-7984www.glassprosystems.comSee our ad on page 52.Glass TechnologyP: 970/247-9374; F: 970/247-9375www.gtglass.comGlasstech Inc.P: 419/661-9500; F: 419/661-9616www.glasstech.comGlaston Corp.P: +358 10 500 500; F: +358 10 5006190www.glaston.netGlasWeld SystemsP: 800/321-2597; F: 541/388-1157www.glasweld.comSee our ad on page 16.Gold Glass GroupP: 800/448-5188; F: 631/981-4299www.gggcorp.comSee our ad on page 27.GTS ServicesP: 800/209-2369; F: 503/624-0433www.gtsservices.comSee our ad on page 15.Guardian Industries Corp.P: 248/340-2109; F: 248/340-2111www.guardian.comGustin Hydraulics Inc.P: 801/487-0624; F: 801/466-487154 AGRR November/December 2007 www.agrrmag.com

HHaeuei EnterpriseP: 65 6741-1996; F: 65 6741-1950www.haeuei.comHanitaTEKP: 800/660-5559; F: 262/797-3276www.hanitatek.comHarmon SolutionsP: 715/830-6000www.harmonsolutionsgroup.comIIBS SoftwareP: 816/471-0150; F: 816/471-1939www.ibssoftware.comSee our ad on page 23.Import Glass Corp.P: 559/486-5888; F: 559/486-5999www.importglasscorp.com"Lighting the way to a better future."®INDEPENDENTGlass AssociationIndependent Glass AssociationP: 540/720-7484; F: 540/720-3470www.iga.orgIrwin Industrial ToolsP: 704/987-4827; F: 704/987-4627www.irwin.comJ-LJohnson Window FilmsP: 310/631-6672; F: 310/631-6628Kaneka Texas Corp.P: 281/291-3129; F: 281/474-9263www.kanekatexas.comLiquid Resins InternationalP: 618/392-3687; F: 618/392-3202www.liquidresins.comMMadico Inc.P: 781/756-4113; F: 781/935-6841www.madico.comOur software. Your success.Mainstreet Computers Inc.P: 800/698-6246; F: 734/697-8228www.mainstreetcomp.comSee our ads on pages 20-21.®GlassMitchell International/NAGSP: 800/854-7030; F: 858/653-5447www.nags.comSee our ad on page 51.Mito Corp.P: 574/295-2441; F: 574/522-5480www.mitocorp.comMygrant GlassP: 866/956-5084F: 714/956-7421www.mygrantglass.comSee our ad on page 7.N-ONational WindshieldRepair AssociationP: 540/720-7484; F: 540/720-3470www.nwraassociation.orgNight Watchman Co.P: 586/778-2144; F: 586/498-2301www.nightwatchman.netSee our ad on page 49.Northstar Automotive GlassP: 214/841-9996; F: 214/841-9997OETech North AmericaP: 614/497-5505; F: 614/497-5960PParkin Accessories Inc.P: 574/264-7574; F: 574/264-0164www.parkin-acc.comPerformance ToolsP: 614/937-8953; F: 614/766-0201www.44tools.comPilkington North AmericaP: 614/497-5505; F: 614/497-5960www.pilkington.comSee our ad on page C2.Pipe Knife Co., TheP: 303/232-8788; F: 303/232-8789www.pipeknife.comPPG Auto GlassP: 412/434-2595; F: 412/434-3990www.ppg.comPPG Industries Inc./AquapelP: 800/861-4999http://corporateportal.ppg.com/NA/AquapelPPG Industries Inc./LYNX ServicesP: 412/434-2892; F: 412/434-4080PPG Industries Inc./Rapid SealP: 248/641-2122; F: 248/641-2064www.ppg.comTMPrecision Replacement PartsP: 360/805-0707; F: 800/545-5083www.prp.comSee our ad on page 19.Premium Tech Coating Inc.P: 305/471-5523; F: 305/471-5527www.premiumtech-films.comProtect Gard Window FilmP: 305/471-7764; F: 305/471-9371www.protectgard.comQ-RQuest Software Inc.P: 800/541-2593; F: 989/224-7067www.questsoftware.comReid ManufacturingP: 616/997-0026; F: 616/997-0030SSecure Car EnterprisesP: 800/616-8338; F: 631/293-0690www.steadfastautosecurity.comSEKISUI S-LEC AMERICA LLCP: 614/527-5250; F: 614/527-5257www.s-lecfilm.comSensata Technologies Power ControlsWBLP: 800/505-36418; F: 651/653-7600www.sensata.comShat R Proof Corp.P: 800/728-1817; F: 952/946-0435www.shatrproof.comSee our ads on pages 1 and 18.SIKA Corp.P: 548/577-0020; F: 248/577-0810www.sikaindustry.comSee our ad on page 17.Sommer & Maca Industries Inc.P: 800/323-9200; F: 708/863-5462www.somaca.comSee our ad on page 36.Sprayway Inc.P: 630/628-3000; F: 630/543-7797www.spraywayinc.comSterling ProductsP: 866/432-0619; F: 631/842-7494www.sterlingproducts.usSee our ad on page 61.Stik-II ProductsP: 800/356-3572; F: 413/527-7249www.stik-2.comTT.G. AutomotiveP: 630/916-7818; F: 630/916-1138www.tgautomotive.com3M AGR DivisionP: 651/733-4190; F: 651/737-9998www.agrrmag.com November/December 2007 AGRR 55U-VUnruh Fab Inc.P: 316/772-5165; F: 316/772-5852www.unruhfab.comSee our ad on page 53.V-Kool Inc.P: 713/856-8333; F: 713/856-8998www.V-Kool-usa.comW-YWebasto Product North America Inc.P: 800/860-7866; F: 810/593-6001www.webasto.usWood’s Powr-Grip Co. Inc.P: 800/548-7341; F: 406/628-8354www.powrgrip.comSee our ad on page 52.Yih-Tair Industrial Inc.P: 877/975-5554; F: 210/310-0982www.flexlinemoldings.comSee our ad on page 34.CategoriesAdhesive/SealantsAdhesives/Sealants, GeneralDuncan Systems Inc.Easy Life SolutionsEFTEC AftermarketGustin Hydraulics Inc.OETech North AmericaShat R Proof Corp.SIKA Corp.Auto Glass Adhesive SystemsADCO Products Inc.Coach GlassC.R. Laurence Co. Inc.Dow AutomotiveEFTEC AftermarketEqualizer Industries Inc.OETech North AmericaPPG Industries Inc./Rapid SealShat R Proof Corp.SIKA Corp.continued on page 56

TheBuyer’s Guide continued from page 55Sommer & Maca IndustriesSealants, UrethaneADCO Products Inc.Coach GlassC.R. Laurence Co. Inc.Dow AutomotiveDuncan Systems Inc.Easy Life SolutionsEFTEC AftermarketGold Glass GroupOETech North AmericaSIKA Corp.Sommer & Maca IndustriesSterling ProductsTapes, Auto GlassADCO Products Inc.Clean Plus Inc./CPI DivisionsC.R. Laurence Co. Inc.Easy Life SolutionsEqualizer Industries Inc.Gold Glass GroupSommer & Maca IndustriesTapes, Mirror-MountingADCO Products Inc.C.R. Laurence Co. Inc.Easy Life SolutionsSommer & Maca IndustriesAuto GlassAuto Glass, GeneralDuncan Systems Inc.Easy Life SolutionsDistributorsA & I ProductsACI DistributionGold Glass GroupGuardian Industries Corp.Mygrant GlassNorthstar Automotive GlassForeignGuardian Industries Corp.FranchisesGlass DoctorHard-to-FindA & I ProductsCoach GlassEasy Life SolutionsNight Watchman Co.Parkin Accessories Inc.Laminated GlassCarliteGuardian Industries Corp.Mirrors, Rear ViewBurco Inc.Sommer & Maca IndustriesWebasto Product North America Inc.Mirrors, Side ViewBurco Inc.Precision Replacement PartsSommer & Maca IndustriesWebasto Product North America Inc.Rear Sliders, ManualCarliteC.R. Laurence Co. Inc.Guardian Industries Corp.Rear Sliders, PowerCarliteC.R. Laurence Co. Inc.Guardian Industries Corp.RV GlassCoach GlassDCM Co.Duncan Systems Inc.Guardian Industries Corp.Parkin Accessories Inc.SunroofsCarliteC.R. Laurence Co. Inc.Gustin Hydraulics Inc.Night Watchman Co.T.G. AutomotiveWebasto Product North America Inc.Tempered PartsCarliteDCM Co.T-TopsNight Watchman Co.T.G. AutomotiveVan GlassC.R. Laurence Co. Inc.DCM Co.Duncan Systems Inc.Parkin Accessories Inc.Windshield ManufacturersA & I ProductsCarliteDCM Co.Guardian Industries Corp.Pilkington North AmericaPPG Auto GlassAuto Glass Related ProductsAccessories3M CompanyBTB Autoglass & Bodyshop ToolsClean Plus Inc./CPI DivisionsDimensions Unlimited Inc.Equalizer Industries Inc.Gold Glass GroupPipe Knife Co.Auto Glass Related Products, GeneralBTB Autoglass & Bodyshop ToolsDimensions Unlimited Inc.Irwin Industrial ToolsPipe Knife Co.Mastics for MirrorsEasy Life SolutionsSommer & Maca IndustriesMouldingsCoach GlassCreative Extruded ProductsEqualizer Industries Inc.Gold Glass GroupPrecision Replacement PartsSIKA Corp.Sommer & Maca IndustriesYih-Tair Industrial Inc.Glass Handling and TransportationGeneralBurco Inc.Clean Plus Inc./CPI DivisionsSommer & Maca IndustriesUnruh Fab Inc.Glass Hauler BodiesPipe Knife Co.Unruh Fab Inc.Handling EquipmentAEGIS Tools InternationalBTB Autoglass & Bodyshop ToolsClean Plus Inc./CPI DivisionsC.R. Laurence Co. Inc.Gustin Hydraulics Inc.Sommer & Maca IndustriesUnruh Fab Inc.Wood’s Powr-Grip Co Inc.PackagingElemental Container Inc.Gold Glass GroupRack PadsC.R. Laurence Co. Inc.Unruh Fab Inc.Rack TrucksPipe Knife Co.Unruh Fab Inc.RacksAEGIS Tools InternationalBurco Inc.Pipe Knife Co.Unruh Fab Inc.StorageSommer & Maca IndustriesUnruh Fab Inc.TrucksBurco Inc.Gustin Hydraulics Inc.Unruh Fab Inc.Information SourcesAssociationsAuto Glass ReplacementSafety Standards CouncilIndependent Glass AssociationNational WindshieldRepair AssociationInformation ResourcesAGRR magazine/glassBYTEs.comFixMyWindshield.comPublicationsAGRR magazine/glassBYTEs.comMitchell International/NAGSStandardsAuto Glass ReplacementSafety Standards CouncilMitchell International/NAGSTrainingAutomotive Glass ConsultantsDow AutomotiveIndependent Glass AssociationNational WindshieldRepair AssociationShat R Proof Corp.Sika Corp.WebsiteFixMyWindshield.comMainstreet ComputersMachinery/EquipmentMachinery/Equipment, GeneralGlasstech Inc.Windshield Bending FurnacesGlasstech Inc.Tamglass Ltd. OyPlastics and AlternativeGlazing MaterialsPlastics and Alternative Glazing Materials,GeneralEasy Life SolutionsPolycarbonateEasy Life SolutionsGlass TechnologySoftwareAccountingeDirectGlassIBS SoftwareMainstreet ComputersQuest Software Inc.Auto Glass – RelatedDigital Business ControlseDirectGlassFixMyWindshield.comGTS Services LLCIBS SoftwareMainstreet ComputersMitchell International/NAGSQuest Software Inc.EDIFixMyWindshield.comGTS Services LLCIBS SoftwareMainstreet ComputersMitchell International/NAGSQuest Software Inc.EDI / E-CommerceeDirectGlassFixMyWindshield.comGTS Services LLCIBS SoftwareMainstreet ComputersMitchell International/NAGSQuest Software Inc.EstimatingC.R. Laurence Co. Inc.DCM Co.eDirectGlassFixMyWindshield.com56 AGRR November/December 2007 www.agrrmag.com

IBS SoftwareMainstreet ComputersQuest Software Inc.General BusinessGTS Services LLCMainstreet ComputersQuest Software Inc.Glass CuttingC.R. Laurence Co. Inc.OptimizationC.R. Laurence Co. Inc.GTS Services LLCPoint of SaleeDirectGlassFixMyWindshield.comIBS SoftwareMainstreet ComputersMitchell International/NAGSQuest Software Inc.PricingDCM Co.eDirectGlassFixMyWindshield.comGTS Services LLCIBS SoftwareMainstreet ComputersMitchell International/NAGSQuest Software Inc.Quality ControlGTS Services LLCSoftware, GeneraleDirectGlassGTS Services LLCIBS SoftwareMainstreet ComputersWindow FilmMainstreet ComputersPremium Tech Coating Inc.Windshield CuttingMainstreet ComputersWindshield Repair SoftwareeDirectGlassFixMyWindshield.comIBS SoftwareMainstreet ComputersMitchell International/NAGSQuest Software Inc.Tools and SuppliesCaulking GunsAEGIS Tools InternationalBTB Autoglass & Bodyshop ToolsClean Plus Inc./CPI DivisionsCox North America Inc.C.R. Laurence Co. Inc.Equalizer Industries Inc.Extractor, The/Crystal GlassGustin Hydraulics Inc.Sommer & Maca IndustriesCleaner, GlassClean Plus Inc./CPI DivisionsC.R. Laurence Co. Inc.Dow AutomotiveEasy Life SolutionsGustin Hydraulics Inc.Shat R Proof Corp.SIKA Corp.Sommer & Maca IndustriesSprayway Inc.Glass Labeling ProductsSommer & Maca IndustriesTools and Supplies, GeneralA.N. Designs Inc.BTB Autoglass & Bodyshop ToolsExtractor, The/Crystal GlassFein Power Tools Inc.Irwin Industrial ToolsPipe Knife Co.Reid ManufacturingWindow Film & CoatingsAuto FilmBekaert Specialty Films LLCCommonwealth Laminating and CoatingCPFilms Inc.DC InternationalFilm Technologies Int’l Inc.Gila Distributing Inc.Haeuei EnterprisesHanitaTEK Window FilmsJohnson Window FilmsMadico Inc.Performance ToolsPremium Tech Coating Inc.Protect Gard Window FilmSommer & Maca IndustriesV-Kool Inc.Coatings, Water-RepellantGlasWeld Systems Inc.Gustin Hydraulics Inc.PPG Industries Inc./AquapelSecurity FilmFilm Technologies Int’l Inc.Glass TechnologyHanitaTEK Window FilmsMadico Inc.Premium Tech Coating Inc.Window Film and Coatings, GeneralEasy Life SolutionsGustin Hydraulics Inc.Madico Inc.Premium Tech Coating Inc.Windshield Repair ProductsBursAEGIS Tools InternationalClean Plus Inc./CPI DivisionsDelta Kits Inc.Glass TechnologyLiquid Resins InternationalSommer & Maca IndustriesEquipmentAEGIS Tools InternationalBTB Autoglass & Bodyshop ToolsClean Plus Inc./CPI DivisionsDelta Kits Inc.Dimensions Unlimited Inc.Equalizer Industries Inc.Glass TechnologyGlasWeld Systems Inc.Liquid Resins InternationalSommer & Maca IndustriesHeadlight ProtectionGlass TechnologyLiquid Resins InternationalMoisture Removal ToolsAEGIS Tools InternationalClean Plus Inc./CPI DivisionsDelta Kits Inc.GlasWeld Systems Inc.Liquid Resins InternationalSommer & Maca IndustriesResinsAEGIS Tools InternationalClean Plus Inc./CPI DivisionsC.R. Laurence Co. Inc.Delta Kits Inc.Equalizer Industries Inc.Glass TechnologyGlasWeld Systems Inc.Liquid Resins InternationalShat R Proof Corp.Sommer & Maca IndustriesScratch Removal SystemsAEGIS Tools InternationalC.R. Laurence Co. Inc.Delta Kits Inc.Equalizer Industries Inc.Glass TechnologyGlasWeld Systems Inc.Shat R Proof Corp.Sommer & Maca IndustriesUV Curing LampsAEGIS Tools InternationalClean Plus Inc./CPI DivisionsC.R. Laurence Co. Inc.Delta Kits Inc.Equalizer Industries Inc.Glass TechnologyGlasWeld Systems Inc.Liquid Resins InternationalSommer & Maca IndustriesWindshield Repair Products, GeneralAEGIS Tools InternationalBlue Star Products Inc.BTB Autoglass & Bodyshop ToolsDelta Kits Inc.Dimensions Unlimited Inc.Equalizer Industries Inc.Extractor, The/Crystal GlassGlasWeld Systems Inc.Liquid Resins InternationalWindshield Removal ToolA.N. Designs Inc.AEGIS Tools InternationalBTB Autoglass & Bodyshop ToolsClean Plus Inc./CPI DivisionsC.R. Laurence Co. Inc.Easy Life SolutionsEqualizer Industries Inc.Extractor, The/Crystal GlassFein Power Tools Inc.Pipe Knife Co.Reid ManufacturingSommer & Maca IndustriesWindshield Repair Systems & SuppliesAEGIS Tools InternationalBlue Star Products Inc.Clean Plus Inc./CPI DivisionsC.R. Laurence Co. Inc.Delta Kits Inc.Dent Doctor Inc.Equalizer Industries Inc.Glass MechanixGlass Pro SystemsGlass TechnologyGlasWeld Systems Inc.Liquid Resins InternationalShat R Proof Corp.Sommer & Maca IndustriesWood’s Powr-Grip Co Inc. ■Not Yet Listed?If you wish to be included in nextyear's AGRR Buyer's Guide, pleasee-mail pstacey@glass.com.www.agrrmag.com November/December 2007 AGRR 57

Businesses for SaleAuto Glass & Tinting Co.McAllen, TX. High traffic locationwith air-conditioned shop. Trainingavailable. $25,000 negotiable. Call956/624-6363.SEEK AND FINDclassifiedsIndustry Services1-800-WINDSHIELDNow you can own the most valuablenumber in the auto glass industrytoday- 1-800-WINDSHIELD! Fordetails, please call us at 1-800-948-0700.Or visit www.1800windshield.comTo place a classified adplease contactJaneen Mulligan at540/720-5584 x112or e-mailjmulligan@glass.comTHE SHOWCASEdirectory of suppliersAdhesives/SealantsSRP GLASS RESTORATION10425 Hampshire Ave. SBloomington, MN 55438800/328-0042 (phone)952/946-0461 (fax)www.srpglassrestoration.comsales@shatrproof.comAuto GlassNATIONAL GLASSBROKERS, LLC3115 Fry Road, Suite #401Katy, TX 77449281/599-1550 (phone)281/599-8158 (fax)www.nationalglassbrokers.comsales@nationalglassbrokers.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.orgINDEPENDENTGLASS ASSOCIATION385 Garrisonville Rd.Ste 116Stafford, VA 22554540/720-7484 (phone)540/720-3470 (fax)www.iga.orgPUBLICATIONSAGRR MAGAZINEKey Communications, Inc.385 Garrisonville Rd.Ste 116Stafford, VA 22554540/720-5584 (phone)540/720-5687 (fax)www.agrrmag.comSoftwareAUTO GLASS-RELATEDGLASSMATE (MITCHELL)9889 Willow Creek RoadSan 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)WindshieldRepair 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.comGLASS MECHANIX4881 W. Hacienda Ave., Ste. 6Las Vegas, NV 89118702/932-1281 (phone)702/932-1287 (fax)www.glassmechanix.comGLASS PRO SYSTEMS1116 Beanna DriveRockford, IL 61103815/713-4480 (phone)815-713-2030 (fax)www.glassprosystems.comGLASWELD SYSTEMS29578 Empire BoulevardBend, OR 97701541/388-1156 (phone)541/388-1157 (fax)www.glasweld.comLIQUID RESINS/A.C.T4295 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.comWINDSHIELD REMOVAL TOOLSA.N. DESIGNS INC./ULTRAWIZ®111 Putter LaneTorrington, CT 06790860/482-2921 (phone)860/482-8585 (fax)WINDSHIELD REPAIRSYSTEMS & SUPPLIESBLUE STAR PRODUCTS INC.355 Marcus Blvd.Hauppauge, NY 11788800/809-2993 (phone)631/231-5544 (fax)www.bluestar-products.com ■To become a part of the directory of suppliers, callJaneen Mulligan at 540/720-5584 x112or e-mail jmulligan@glass.comListings start at $350. Don’t miss out!58 AGRR November/December 2007 www.agrrmag.com

DOOR & WINDOW MANUFACTURER MAGAZINETHE FUTURE OF FENESTRATION MANUFACTURINGADVERTISING INDEXPage Company Phone Fax Web Address62 AEGIS Tools International 888/247-6000 608/274-9395 www.aegistools.com48 AI Products 800/657-4343 712/476-4236 www.aiproducts.com25 A.N. Designs 866/482-2921 860/482-8585 www.ultrawiztools.com29 Carlite 734/666-2820 734/542-0303 www.carlite.com18 Coach Glass 800/714-7171 541/393-5896 www.coachglass.com8 Creative Extruded Products 800/273-1535 937/667-3647 www.creativeextruded.com49 Delta Kits 800/548-8332 541/345-1591 www.deltakits.com9 Digital Business Controls 801/413-1836 801/413-1839 www.dbcontrols.com13 eDirectGlass 480/993-0915 240/526-1133 www.edirectglass.com5 EFTEC Aftermarket 866/596-7772 866/596-7778 www.eftecna.com3 Equalizer Industries 800/334-1334 512/388-4188 www.equalizerstore.com28 Extractor/Crystal Glass 877/628-8837 780/438-5915 www.extractortools.com16 GlasWeld Systems 800/321-2597 541/388-1157 www.glasweld.com37 Glass Doctor 800/280-9858 254/745-5098 www.glassdoctor.com11 Glass Mechanix 800/826-8523 702/932-1287 www.glassmechanix.com52 Glass Pro Systems 800/395-7380 608/325-3066 www.glassprosystems.com27 Gold Glass Group 800/448-5188 631/981-4299 www.gggcorp.com15 GTS Services 800/209-2369 503/624-0433 www.gtsservices.com23 IBS Software 800/959-5500 816/471-1939 www.ibssoftware.com20, 21 Mainstreet Computers Inc. 800/698-6246 734/697-8228 www.mainstreetcomp.com51 Mitchell International 800/551-4012 858/653-5447 www.nags.com35 Mobile Tech Expo 727/531-7885 727/531-7850 www.mobiletechexpo.com7 Mygrant Glass Co. 866/956-5084 510/785-3176 www.mygrantglass.com49 Night Watchman 800/322-8867 586/498-2301 www.nightwatchman.netC2 Pilkington 866/377-3647 419/247 3821 www.epremier.net19 Precision Replacement Parts 800/367-8241 800/545-5083 www.prp.com1,18 Shat-R-Proof Corp. 800/728-1817 952/946-0435 www.shatrproof.com17 Sika Corp. 800/688-7452 248/577-0810 www.sikaindustry.com36 Sommer & Maca Industries Inc. 800/323-9200 708/863-5462 www.somaca.com61 Sterling Products 866/432-0619 631/842-7494 www.sterlingproducts.us53 Unruh Fab Inc. 888/772-8400 316/772-5852 www.unruhfab.com52 Wood’s Powr Grip Co. Inc. 800/548-7341 406/628-8354 www.powrgrip.com34 Yih-Tair Industrial Inc. 877/975-5554 210/310-0982 www.flexlinemoldings.comGlass Expo Northeast 2008Don’t Miss ThisOpportunity toReach theNortheast!DWMCo-sponsored by:Long Island Glass Association,USGlass, AGRR, WINDOW FILM,DWM and SHELTER magazines.February28-29, 2008Hyatt Regency Long Islandat Wind Watch Hotel & Golf ClubLong Island (Hauppauge), New YorkFor more information call 540/720-5584 or visit www.glassexpos.com.PO Box 569, Garrisonville, VA 22463www.agrrmag.com November/December 2007 AGRR 59

Avocationslife beyond the auto glass businessCassata Goes to BatName: Chris CassataDay Job: Sales Manager, Glass Doctor,Daytona, Fla.Alter Ego: Batboy for the DaytonaCubs, a minor-league baseball team.How did you get involved with theDaytona Cubs?One of the guys on my high schoolbaseball team was hired by the DaytonaCubs, but I didn’t realize it until Iwas there one day working on our advertisingwith them and noticed hewas there. He told me he was workingthere and he wanted to know if Iwanted to help out around there.There was an opening there as batboy.And how long have you been withGlass Doctor?I’ve been with Glass Doctor steadyfor three years, but before that Ihelped out on and off for approximatelytwo years.How long have you played baseball?Pretty much since age 6. I still playnow. It’s been about 22 years now. It’sbeen a long time.Where do you play now?I play on a Men’s Adult BaseballLeague (MABL). The team is the Crows.I’ve been playing with them since I gotout of high school, nine years ago. It’s awood adult baseball league.How is that different from otherleagues?We use wood bats, just like theMajor League guys. You usually seethe guys in high school and collegeusing the metal bats, and wood makesit a lot more challenging.What position do you play?Outfield, left field and right field,Those are my main two positions, butthis past year I also played first base,second base and caught a game.How do you find time to work forthe Daytona Cubs as a batboy, keepCassata has been working withthe Cubs for three years.up your day job and play in anotherleague?I come in [to Glass Doctor] at8:30 in the morning and I workuntil 5:30 at night. When it’s theCubs season, I leave here at 5:30 andhave to be there at 6. And, I play in theMABL on Thursday nights and Sundayduring the day. Some days I play mygame, and then go over to work withthe Cubs.What does your work as batboy entail?If I get there early, I set up thedugout. I take out the team’s Cub stuff,their helmets, their water coolers andthe trainer stuff and get the stuff setup for batting practice.During the game, I sit on the Cubsside, and I’m in charge of taking care ofthe umpires—keeping up with foul ballsand such. When the umpires are at awaygames, they say it’s a little challengingbecause others don’t pay as much attentionas I do. Also, I’m in charge on, on theCubs side, after the batter gets done hitting,I’ll go out and get their bat and putit on their spot in the rack.Are there any other duties?There’s a net behind the homeplate, and we try to catch foul balls offthe net. When we catch them, thecrowd applauds, and when we don’tcatch them they’re not as nice.What’s the best part about being abatboy?You’ve got the best seat in thehouse. You’re right outside thedugout. I’m not fenced in. I get thebest seat and I get to see everythingup close. It’s nice getting to know theplayers, too.Can you name some of the playersyou have met?Matt Murton of the Chicago Cubs,Scott Moore of the Baltimore Oriolesand Sam Fuld, who as just promoted tothe Chicago Cubs. It’s nice to see. ■60 AGRR November/December 2007 www.agrrmag.com

Sterling Products offers cuttingedge technology for every typeof installation. All of our urethanes,including Sterling ONE-HOUR cold apply, HV andSterling PLUS, exceed F.M.V.S.S.208/212/216 standards and areavailable in both tube andsausage packaging. Each boxcomes complete with a onestepprimer/activator to ensurea perfect installation.Please contact us atwww.sterlingproducts.usor call 866-432-0619 to findyour local distributor.