Jul/Aug 2013 - AGRR Magazine

A Publication of Key Communications Inc. • Subscribe at www.glass.com/subcenter

www.agrrmag.com • www.glassBYTEs.com™

July/August 2013 Volume 15 • Issue 4July/August 2013 Volume 15 • Issue 4

Also Inside: How Will Health Care Reform Impact Business?Preview Auto Glass Week 2013™ • Boyd Acquires Majority Interest in Glass America

Search Archives E-Mail SubscribeContents© 2012 AGRR Magazine. All rights reserved. No reproductionof any type without expressed written permission.

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4 Field ofVision . . . . . . . . . . letter from the editor

6 Customer Service . . . . . . . . tips for quality service

8 Cutting Edge . . . . . . . . . . . new car installations

10 AGRReports . . . . . . . . . . . . . . . breaking news

12 Off the Line . . . . . . . . . . . oem news from detroit

16 Insurance Talk . . . . . . . . . . . . . . policy briefs

46 Industry Insiders . . . . . . . . people in the news

48 Showroom . . . . . . . . . . . . . . . . new products

50 Showcase . . . . . . . . . . . . . directory of suppliers

51 On the Road . . . . . . . . . . . . . calendar of events

51 Advertising Index . . . . . . . . index of advertisers

52 Price Points . . . . . . . . competitive pricing and statss

44 WGRReports . . . . . . . . . . . . . . . . repair news

Volume 15 • Issue 4 July/August 2013

C o l u m n s

D e p a r t m e n t s

W i n d s h i e l d a n d G l a s s R e p a i r

©2013 by Key Communications, Inc. All rights reserved. AGRR (USPS 020-897) is published6 times per year (bi-monthly) by Key Communications Inc., 385 Garrisonville Road, Suite116, Stafford, VA 22554; 540/720-5584; fax 540/720-5687. Advertising offices listed onpage 4. Unsolicited manuscripts and other materials will not be returned unless accom-panied by a self-addressed, stamped envelope. All contents are ©2013 by Key Communi-cations Inc. Neither publisher nor its representatives nor its subcontractors assumeliability for errors in text, charts, advertisements, etc. and suggest appropriate compa-nies be contacted before specification or use of products advertised or included in edi-torial materials. Views and opinions expressed by authors are not necessarily those of thepublisher. For permission to reprint, contact editorial offices. Printed in the U.S. Post-master: SEND ADDRESS CHANGES TO AGRR, P.O. Box 569, Garrisonville, VA 22463. ©2013by Key Communications, Inc. No reproduction permitted without expressed written per-mission of the publisher. Periodicals postage paid at Stafford, VA, and additional post of-fices. Questions? Call 540/720-5584.

4 4

— F e a t u r e s —

42

2 AGRR July/August 2013 www.agrrmag.com

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Join Us at Auto Glass Week™ 2013L e a r n wh a t i s o n t he a ge nda a t t h i s y e a r ’ s Au t o G l a s sWe e k t o b e he l d S e p t embe r 1 8 - 2 0 a t t he TampaC on v e n t i o n C e n t e r i n Tampa , F l a .

Health Care Reform?W i t h t he new he a l t h c a r e r e f o rm s e t t o go i n t op r a c t i c e J a nua r y 1 , 2 0 1 4 , many a u t o g l a s s c ompanyowne r s a r e no t s u r e wh a t imp a c t t he a c t c o u l d h a v eo n emp l o y e e s a nd b u s i ne s s .

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Meet Some Top Movers and ShakersAG R R ™ maga z i ne r e c o g n i z e s s ome o f t he mo s ti n f l u e n t i a l t ho u gh t l e a de r s i n t he a u t o g l a s s a ndi n s u r a nc e i ndu s t r y.



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Publisher Debra A. LevyExtension 111 • [email protected]

Editor Jenna ReedExtension 135 • [email protected]

Contributing Casey NeeleyEditors Extension 120 • [email protected]

Penny StaceyExtension 148 • [email protected]

Ellen RogersExtension 118 • [email protected]

Managing Dawn CampbellEditor Extension 150 • [email protected]

Graphic Ashley WeaverArtist Extension 132 • [email protected]

Advertising Nickie LivelyCoordinator Extension 131 • [email protected]

Events Tina CzarManager Extension 115 • [email protected]

Marketing Holly Biller, vice presidentDirector Extension 123 • [email protected]

Customer Janeen MulliganRelations Mgr. Extension 112 • [email protected]

Web Bryan HoveyDeveloper Extension 125 • [email protected]

Video Chris BunnProducer Extension 121 • [email protected]

Administrative Erin HarrisAssistant Extension 0 • [email protected]

Contributing Jamie Browning Rich CampfieldColumnists Russ Corsi Alan Epley

Dale Malcolm Carl TompkinsKerry Wanstrath

Published by Key Communications Inc.385 Garrisonville Road, Suite 116Stafford, VA 22554540/720-5584; fax 540/720-5687

Advertising Offices:

Midwest Lisa NaugleAssociate [email protected] 312/850-0899Fax 312/277-2912

Northeast & Contact Publisher DirectlyEastern Canada Debra Levy

[email protected] 540/720-5584, Ext. 111Fax: 540/720-5687

Southeast Scott [email protected] 770/664-4567Fax 770/740-1399

West Coast & Josh LentzWestern Canada [email protected]

Phone 206/283-6762Fax 888/786-8777

Europe Patrick [email protected] Kings RoadWestcliff on SeaEssex SS0 8PH ENGLANDPhone (44) 1-702-477341Fax (44) 1-702-477559

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4 AGRR July/August 2013

Always be Preparedby J e n n a R e e d

PREPARING FOR MY FIRSTTRIPto Europe is a daunting and yetexciting task.While I’ve traveled

throughout the United States over thecourse of my career, this will be myfirst trip outside the country. Specifi-cally, I will be going to Poland and Ger-many, and I’ve learned that planningahead for a trip is important. Thismakes me think of how much travel-ing is involved when it comes to theauto glass industry.

What do I need? I’ll be going to Eu-rope so I’ll likely need adapters for myelectronics. I’ll definitely need all mybasics, such as clothes and toiletries,but do I need anything else special?Turning some U.S. dollars into thelocal currency of the country I’ll be vis-iting is also a good idea. Do I needbooks for the long plane rides? If I getin trouble, do I know who to call orwhat to do? Fortunately, a few mem-bers of the editorial team will be along,as well, so I won’t be alone.

Do you have all the tools you needfor day, as well as supplies? What aboutgas? Is your van fueled up each morn-ing for the day? If you’ll be out all daydo you plan to stop for lunch some-where and take a break? Do you keepyour trucks well-maintained to avoidpossible issues on the road? All theseare things that cross my mind.

Many auto glass shops offer mobileservices, which in some ways are likemini shops on the road. Making sureyou are well-prepared before startingout each day can be very important.Training fellow technicians on the im-portance of being prepared before set-ting out for the day can be vital torunning a smooth business. Though itmay seem obvious to ensure you have

all you need for a day’s jobs, this mightnot always be so clear to others.

Also, ensuring safe driving is im-portant as well. The U.S. OccupationalSafety and Health Administration of-fers some tips for employees on theroad, with the top suggestion being touse a seat belt at all times. Another keyis to be well-rested before driving andavoid taking medications that makeyou drowsy. While smartphones arevery popular nowadays, OSHA recom-mends avoiding distractions such asplaying with your phone while drivingor adjusting the radio or other con-trols. Eating and drinking can also bedistracting.

If something does go wrong on theroad, does your company have a policyin place? Having a plan in play so em-ployees know what to do appears to bea logical course of action.

Do you send out the mobile vanwith one or two people? Are both au-thorized to drive? Or do you only au-thorize certain people? Do you checkthe Department of Motor Vehiclesdatabase for driving record prior to au-thorizing use of a company vehicle? Doyou provide literature on driving safetyto your employees? How about offeringdriver education?

Fortunately, when I go to Europe, Iwon’t be driving much. But planningahead always seems like the best ideato me. It also seems like the best courseof action in the auto glass industry aswell to ensure a company runs as effi-ciently as possible. Do you have plansin place to train your technicians ondriver safety and how to prepare thevan for each day? If so, please email meyour thoughts at [email protected]. Iwould love to hear from you. �



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C u s t o m e r S e r v i c e

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IWAS READING A GREAT ACCOUNTof quite a famousman, KingDavidof , who reigned as King over and

for a 40-year term beginning in 1007BC and concluding in 967 BC.Renowned as a great warrior and nobleleader, the spiritual side of David wasthat he was a man after God’s heart.This led to his commitment to be faith-ful and obedience to God’s desires. Thepoint of referencing David is that helived through one of the most drasticexamples of “consequences and pay-offs” that has ever been realized. The concept of “consequences and

payoffs” can be a positive tool to usein determining the right things to do.Consider these following points:• To begin with, face your decision,which in business usually revolvesaround either increasing or decreas-ing something. A very common deci-sion in today’s marketplace is toimprove businesses informationtechnology systems to capture asmany business growth and efficiencyopportunities as possible. I will usethis scenario for our example.

• The basis for decisions is typically,“should I or shouldn’t I?” For in-stance, should you purchase thenew software package or not?

• Now it’s time to reasonably do yourbest to look into your crystal balland see the future. What might bethe consequences if you don’t buythe software? The key learning pointhere is to consider the conse-quences as the potential negativethreats to the business if you don’tmove ahead with the purchase. Beanalytical within this process, put-ting down as many numbers as pos-sible that represent some form of

cost in time,money and efforts.

• In the case of the software example,the company may lose as much as65 percent of its consumer shoppingbase by not providing leading-edgewebsite technology. Now, to be fairand comprehensive there is anotherside to consider under “conse-quences.” What negative impactmight there be on the business ifyou do add the software? Here youneed to list the costs associated withtraining, the cost of the software,systems back up, etc.

• To summarize the “consequences”exercise, add both sides up to deter-mine the net effect on the business.Under the old adage that numbersnever lie, does the bottom line netnumber indicate that you’ll lose moreby not taking action than if you did?

• Using that same crystal ball, considerwhat the specific benefits might be ifyou do take action, and in this case,buy the software package. The bene-fits become your list of “payoffs.” You

may discoversaving a percentage of

labor through the automation pro-vided through the software, an in-crease in sales and more.

• Once the “payoff” calculations arecompleted on this side of the paper,add them to the net number you wereleft with on the “consequences” sideof the paper. Now you’ll have a num-ber of practical subjects adding up toone number that clearly determinesthe answer to the earlier posted ques-tion, “should I or shouldn’t I?”All too often I witness people in

business not doing enough to improvetheir future. As the great Will Rogerssaid, “Even if you’re on the right track,you’ll get run over by just sitting there!”Whatever you do, don’t dare to be likeKing David; take into full account the“consequences and payoffs” long be-fore they happen. �

�Carl Tompkins is the global marketing re-sources manager for SIKA Corp. in Madi-

son Heights, Mich., and the author of Winningat Business. He is based in Spokane, Wash.

t i p s f o r q u a l i t y s e r v i c e


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Getting Started:For vehicle and glass prepara-

tionsplease refer toAGSC/AGRSS002-2002 aswell as your adhesivemanufacturer’s recommenda-

tions. Inspect the windshield for defectsand any contamination that may com-promise the bonding of the adhesive.Also look for any distortion, scratches ordefects on the glass and moulding.Please note that it is recommended totest the rain sensor before starting theinstall. To remove the A-pillar garnishes use

a plastic tool to release the metal clip atthe top, plastic clip in the middle andthe pawl at the bottom. Nissan recom-mends using a flat blade screwdriverwrapped in a towel to remove the metalclips from the garnishes. Moving on tothe mirror, first remove the plastic coverand disconnect the wiring harness.Next, remove the mounting screw andremove the mirror. Finally, remove themounting base screws and remove thebase. To remove the wiper arms turn onthe key and turn the wiper control tothe auto stop position and then openthe hood. Next remove the wiper nutcaps and nuts. Remove the front fendercovers and cowl top cover clips and pull

forward to release the cowl top cover.Disconnect the washer tube and EPTsealer. Nissan recommends removingthe roof side moldings on both sides.

Removingthe Windshield:For the sides and top of thewindshield, a cold knife orpower tool can be used as

well as wire. For the bottom, a power toolor wire can be used. Keep in mind thatthere is not one correct method of re-moval; the technician should use the toolwith which he feels most comfortableand the one that achieves a safe removal(both for the vehicle and the technician).

Preparing for theNew Windshield:Dry set the new wind-

shield to mark the correctlocation for setting. Trim

the existing urethane bead, leaving it 1to 2 millimeters (mm) in height. Use

your adhesive manufacturer’s pinch-weld primer to prime all scratches, ifany exist, and allow to dry according toyour adhesive manufacturer’s recom-mendations. Please note that only thefull-cut method is permitted by theAGSC/AGRSS 002-2002 Standard.

Placement of theNew Windshield:

Dry-fit the new wind-shield and mark it properlyto ensure the correct setting

procedure. Prepare the windshield ac-cording to your adhesive manufacturer’srecommendations and then apply theadhesive and install the windshield.Make sure the deck height is correct andthe markings on the windshield line upwith those on the body that were ap-plied during the dry set.

Finishing Touches:Install themirror in reverseorder. To install the wiper,reset the auto stop switch andinstall the wiper arm, nuts and

cover. The right arm should be 37mm +/-7.5mm and the left arm should be 28mm+/- 7.5mm. Cowl should be replaced inreverse order and secured. Check thewiper washer for correct flow andrearview mirror electronics. �

�Jamie Browning was the gold medalistin the 2009 Auto Glass Technician

Olympics. He has more than 17 years ofexperience in the industry.

T h e C u t t i n g E d g en e w c a r i n s t a l l a t i o n s

REPORTS FROM THE FIELD:Always wear eye, hand and proper protection while working on the vehicle. In-

form the vehicle owner of the cure time and any other additional precautions be-fore installation. Always return the vehicle to manufacturer’s specifications.Protect all interior and exterior portions of the vehicle to prevent any damage.

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A G R R e p o r t sb r e a k i n g n e w s

p o w e r e d b y

Boyd Acquires ControllingInterest in Glass America

A C Q U I S I T I O N S

WINNIPEG, MANITOBA-based Boyd Group IncomeFund, which owns Boyd Au-

tobody andGlass, Gerber Collision andGlass and Gerber National Glass Serv-ices, has acquired a majority ownershipand controlling interest in Chicago-based Glass America in early June.The Fund and its existing operating

partner will each contribute their inter-ests in their existing U.S. auto glassbusiness on a relative valuation basis,along with a $6.75 million cash equitycontribution into the new entity andwill receive a combined equity interestof 70 percent, according to an an-nouncement from Boyd. Boyd will fund$5.75 million of the equity contributionand will hold 55.19 percent of the newentity, as well as operating and Boardcontrol positions. The shareholders ofGlass America will contribute the busi-ness of Glass America on a relative val-uation basis for a 30 percentnon-controlling interest position. Thecash equity contributions by Boyd andits operating partner will be used to payoff third-party debt of Glass America,according to the announcement.“This acquisition is very attractive

from both a strategic and a financialpoint of view,” says Brock Bulbuck, pres-ident and CEO of the Boyd Group. “Theautomotive glass restoration business isa natural and complimentary extensionof our industry leading collision repairbusiness. This acquisition will increaseour U.S. glass business size, both interms of footprint and annual sales, tobecome the second largest retail autoglass business in the U.S., servicing 28states covering approximately 50 percentof the U.S. population. This retail expan-sion, in combination with our already

established nationwide auto glass net-work, Gerber National Glass Services,significantly improves our positioningwith U.S. insurance company cus-tomers. Financially, we expect this ac-quisition to be immediately accretive toour earnings and cash flow, with signifi-cant synergy opportunities availableover time as the Glass America opera-tions are integrated into Gerber Glass'soperating model. It will also better posi-tion our glass business for growth along-side our growing collision business.” He adds, “We are also pleased with

our continuing partnership with our op-erating partner Eddie Cheskis, CEO ofGerber Glass, who will co-invest with usand will continue as CEO of our muchlarger U.S. glass business. While compli-mentary to our collision business, wealso recognize that the auto glass busi-ness is somewhat unique and thereforehaving a recognized industry leader asan operating partner is of great value.”John Teeger, chair of Glass America,

says his company will benefit from thedeal as well.“Glass America and its investors will

benefit from the transaction by owner-ship in the second largest windshieldrepair and replacement entity in the

United States and participating in theconsiderable expected revenue and costsynergy benefits arising from joiningwith Gerber Glass,” he says. “Our cus-tomers and employees will benefit fromthe combined regional spread of opera-tions covering a majority of the states ofthe U.S., coupled with utilization of theGerber Glass call center and the finan-cial strength of the combined entity.”Glass America operates 61 auto

glass centers in 23 states and had 2012revenues of $43 million. Gerber Glassoperates exclusively under a fully mo-bile retail glass service model in 12states and in combination with its Ger-ber National Glass Services network,had revenues of $19 million in 2012.As part of the deal, the Boyd Group

also will have an option and/or obliga-tion to purchase the non-controlling in-terests’ ownership at agreed uponvaluation multiples as early as December1, 2016 under a call option and as early asJune 1, 2015, under a put option andtherefore Boyd could own 100 percent ofthe merged entity in the future. Underthe call and put options, Boyd will havethe option, but not the obligation, to paythe purchase price with Boyd units, ac-cording to the announcement. �





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O f f t h e L i n eo e m n e w s f r o m d e t r o i t

Sika Recalls Small Batch of Adhesives

SIKA CORP. HAS ISSUED A LIMITED RECALL FORits SikaTitan P2G auto glass bonding adhesives.“This recall involves a limited quantity of SikaTitan P2G

product code 408804 packaged onOctober 6, 2012 and soldto eight customers for use in the installation of aftermarketauto glass,” writes Steve Rosenburg, senior vice presidentof Sika research and development, in a letter to NHTSA. “This recall involves 1,152 ‘unipacs,’ i.e., one pallet of 864

unipacs and a partial pallet of 288 unipacs out of a total ofnine full pallets and one partial pallet of unipacs packagedon October 6, 2012, as lot number 3000409314 and identi-fied on the label by lot number 3000409314, expiration date:6, July 2013, product code 408804, and a time stamp of be-tween 2:45 a.m. and 2:46 a.m. recording the time of manu-facture,” he continues. Company officials believe the defect impacts at most ap-

proximately 60 unipacs. “Out of an abundance of caution, Sika is recalling one

entire pallet of 864 unipacs and a partial pallet of 288 uni-pacs (for a total of 1,152 unipacs) believed to include thesecontaminated unipacs,” Rosenburg writes. The letter says that on or about December 19, 2012, an

auto glass shop reported that the product “appeared thinand did not display good decking qualities.” “The auto glass shop was told not to use any more product

from this case,” Rosenburg explains in the NHSTA letter. “Nowindshield was installed with the material. Based upon thiscustomer report, Sika checked production retain sampleproduct, but did not identify any problems with the material.”A sample was received from the auto glass shop and was

tested as well, with no issues found, according to the Sikaofficial. “On or about January 29, 2013, Sika was notified by a sec-

ond customer whose auto glass shop customer reportedthat an application of SikaTitan P2G appeared to be of poorquality,” Rosenburg says in the letter to NHTSA. “The glassshop had performed two other installations using the prod-uct from the same case as the apparent poor quality prod-uct. Sika advised the auto glass shop not to use anyadditional material from the suspect case, and as a precau-tion, advised the glass shop to reinstall the windshields onthe two vehicles.”The two windshields were reinstalled, Rosenburg reports. “On March 26, 2013, Sika completed its evaluation of

the samples and determined that they were contaminatedand that, as a result of the contamination, the materialmay not cure properly when applied during installation,”the letter says.Rosenburg says the company has “implemented new

quality control and production procedures to prevent sim-ilar contamination from occurring in the future.” Auto glass companies are asked to isolate the affected in-

ventory, if in stock, and contact Sika for a replacementproduct free of charge. Sika officials say they also will reim-burse shops $25 for each documented vehicle inspectionrelated to the recall.

Lawsuit Filed Against BMWOverAlleged Sunroof DefectTwo BMW owners have filed a lawsuit against the au-

tomaker in the U.S. District Court, Central District of Cal-ifornia, alleging that the sunroof in several BMW modelsare defectively designed, allowing water to come in andcause damage. Attorneys filed the lawsuit on behalf of Walter Chang and

Annie Stubbs and allege that the defective sunroofs are asafety hazard due to potential flooding. They claim the costto repair the sunroofs is “exorbitant.” They are demandinga jury trial and seeking reimbursement as well as compen-satory, exemplary and statutory damages, including inter-est. They are seeking class action status for owners inFlorida and California. “In addition to the safety hazards, the costs of the sun-

roof defect to consumers can be and often is exorbitant be-cause consumers have been and will continue to berequired to pay thousands of dollars both to diagnose andrepair the damages caused by the sunroof defect,” accord-ing to the complaint.Chang is a California resident who purchased a used

2006 BMW 530XI in December 2006. “In February 2010, Chang’s BMW experienced water in-

trusion as a result of the sunroof defect,” court documentssay. “Chang took the vehicle to a BMW dealer in MountainView, Calif., complaining of flooding. BMW of MountainView advised Chang that the warranty applicable to theChang vehicle has expired and that BMW would not offer


continued on page 14




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Chang any remedy with respect to the water intrusion.”Chang claims he took the vehicle to an independent re-

pair facility but again experienced damage in November2010. All costs to have the sunroof repaired were paid forout-of-pocket.“BMW refused to pay for or reimburse Chang for the cost

of these repairs,” the complaint claims.Stubbs is a resident of Florida, who purchased a new

2008 BMW 535I in 2008.“In September of 2012, the Stubbs vehicle experienced

water intrusion as a result of the sunroof defect,” the com-plaint alleges. “Stubbs, in the connection with repair of theStubbs’ vehicle, was advised that the warranty had expiredand was compelled to pay for the cost of the repair of thedamage caused by the sunroof defect.”Again, BMW refused to reimburse for the costs incurred,

the court documents claim.The class vehicles listed in the lawsuit include “all BMW

E53 model vehicles (also known as model-year 2000-2006BMW XS vehicles) equipped with panoramic sunroofs,” ac-cording to court documents. “All BMW E60 and E61 modelvehicles produced up until November of 2008 (also known

as model-year 2003-2010 BMW 5 Series Vehicles) equippedwith sunroofs; all BMW E65 and E66 model vehicles (alsoknown as model-year 2001-2008 BMW 7 series vehicles)equipped with sunroofs; all BMW E70 models vehicles pro-duced up to March of 2009 (also known as model-year2006-2013 BMW XS vehicles) equipped with sunroofs; allBMW FOl and F02 model vehicles produced up to Decem-ber of 2008 (also known as model-year 2008-2013 BMWservices 7 vehicles) equipped with sunroofs; all BMW E71model vehicles produced up to March of 2009 (also knownas model-year 2008-2013 BMW X6 vehicles) equipped withsunroofs; all BMW E83 model vehicles produced up to Juneof 2009 (also known as model-year 2003-2008 BMW X3 ve-hicles) equipped with sunroofs; and all BMW E91 sportwagon vehicles produced up to March of 2009 (also knownas model-year 2004-2011 BMW 3 series sport wagons)equipped with sunroofs.”The lawsuit does not specify which company made the

sunroofs. Prior to trial, the court is requiring the parties discuss the

situation through alternative dispute resolution and try tofind a settlement on their own. �


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c o n t i n u e d




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1414 Commerce Park Drive, Tipp City, Ohio 45371Toll Free: 1-800-273-1535

www.creativeextruded.com




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p o l i c y b r i e f s

I n s u r a n c et a l k

Industry Responds to Florida TV NewsReport About Alleged Unnecessary Repairs

L E G I S L A T I O N

AUTO GLASS SHOPS INFlorida have disputed a localreport that accuses them of

“taking advantage” of the state’s zero-deductible windshield replacement.Tampa, Fla.-based TV reporter Noah

Pransky alleged in a report that airedApril 30 that local auto glass compa-nies are pushing unnecessary replace-ments onto consumers for undamagedwindshields. “A two-year 10 News investigation

revealed glass dealers and salesmenaround Tampa Bay soliciting customersat car washes, gas stations, large park-ing lots and even with robocalls,” Pran-sky says in the recent report.The TV station reportedly worked

with State Farm on the investigation.State Farm did not respond to requestsfor comment. State senator Jeff Brandes wants the

Division of Highway Safety and MotorVehicles to study Florida's zero-de-ductible windshield replacement law.He says he'll file an amendment, ac-cording to local reports. Requests forcomment from Brandes’ office had notbeen answered.Owners of two local Tampa-area

auto glass companies dispute thatcompanies are taking advantage of theFlorida windshield replacement law.Jason Fry of Cornerstone Auto Glass

in Tampa, Fla., says two of the shopsviewed as a part of the news report arethose he knows. His company has norelation to those the news reportercalls out.“I know all the shops on the news,”

he says. “I personally train my guys sonobody sells chips [as windshield re-placements], so we have had no prob-lems. We have had no fault claims.”

Kevin Chalmers of Red White & BlueAutoGlass in Tampa, Fla., says, "In ourexperience as auto glass techniciansfor a combined 40 years and companyowners for three, these [news] state-ments are misleading. “As for chips and cracks in the dri-

ver's view, we do not repair them,” headds. “The reason is that the repairdoes not make the crack disappear allthe way; it stops the crack from spread-ing. Sunlight or headlights bounce offof the repair and can produce a glare inthe driver eyes, impeding their visionwhile driving. It is also a liability for theglass company for doing a repair in thedriver's line of vision.”He goes on to explain that waiting

for an insurance adjuster to inspect awindshield is a long process, which cantake up to a week. “To be fair, if they are going to

make one glass company wait for in-spections, they should make all glasscompanies wait for inspections, in-

cluding large corporate companiesthat are currently not subject to ad-juster inspections,” Chalmers says.“The customer is the one that isgoing to suffer [for lack of ] a timelyreplacement of their windshield, andin some cases, can cause a repairablewindshield to actually become a re-placement windshield.”From a national view, the perspec-

tive is a bit more mixed.“It seems all fraud is coming out of

zero-deductible states. I know thosestates also have the lowest repair ratiosin the country,” says Rich Campfield,president of the National WindshieldRepair Association, as well as thefounder and president of Ultra BondInc. in Grand Junction, Colo. “Why do they [the insurance com-

panies] not file insurance fraud claimsagainst the offenders and publicize itinstead of punishing and inconve-niencing insured [individuals] and theentire auto glass industry? The easiest


A Tampa TV station aired the report and posted it on the station’s website.




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www.agrrmag.com July/August 2013 AGRR 17

thing for them to do, and I would surewelcome it, is if the insurance indus-try would just stop covering wind-shields period. But they must bemaking lots of money,” he adds.

Bob Beranek of Automotive GlassConsultants in Sun Prairie, Wis., callsthe Florida situation “a double-edgedsword.”

“On one hand, the shop ownerwants the consumer to have the rightto replace his windshield withoutundue out-of-pocket costs for thesafety of themselves and their fami-lies,” he says. “On the other hand, no-deductible states are a perfectlocation for insurance fraud to occurbecause the consumer is preyedupon by criminals that trick the vehi-cle owner into something they knowlittle about.”

“Florida should be commended for[its] no deductible law, but there has tobe enforcement of insurance fraudlaws to make it work for all Floridians,”he continues. “When fraud is leftunchecked, everyone pays the price.”

Mark Liston, president of GlassDoctor, says he “despises” people whoprey on consumers and take advan-tage of them.

“Channel 10 did a great job identi-fying people like that,” he says.

He continues, “There are too manyof us in the business today who have

put everything we own into the busi-ness and what happened on Channel10 should be repeated in every marketthroughout North America, which hasfraud like this.”

“ F l o r i d a s h o u l d b e c o m m e n d e d fo r [ i t s ] n o d e d u c t i b l e l a w, bu t t h e re

h a s t o b e e n fo r c e m e n t o f i n s u ra n c ef r a u d l a ws t o m a ke i t wo r k

fo r a l l F l o r i d i a n s . ” — B o b B e ra n e k

Connecticut Bill that Bans TPA Steering in the AutoGlass Industry Goes to Governor

A Connecticut bill designed to extend a ban on steering by auto physi-cal damage appraisers or third-party insurance administrators (TPAs) to spe-cific repair shops, including auto glass repair and replacement companies,has now been approved by the state Senate and is on the governor's deskas of press time, according to the State of Connecticut website.

“The bill bars insurance companies or their representatives from steeringan insured to a licensed glass shop owned by the company, claims admin-istrator or their parent company, unless they provide the insured with thename of at least one other shop in the area where the glass work is to beperformed,” according to a summary of the bill from the Connecticut gov-ernment website.

The bill specifically addresses auto glass work, saying a TPA cannot “re-quire any insured to use a specific person for the provision of automotiveglass work.”

The bill also bans TPAs from stating “that choosing a facility other thana glass shop participating in an automotive glass work program establishedby such a company will result in delays in or a lack of guarantee for the au-tomotive glass work.”

Moreover, the House-approved bill says, “If there is any communicationbetween a glass claims representative for an insurance company doing busi-ness in this state or a third-party claims administrator for such a companyand an insured regarding automotive glass work or automobile glass prod-ucts, in the initial contact with the insured, such representative or claimsadministrator shall state or disclose to the insured in a statement substan-tially similar to the following: ‘You have the right to choose a licensed glassshop where the damage to your motor vehicle will be repaired. If you havea preference, please let us know,”‘ the bill states. �




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Tampa Convention CenterTampa Marriott Waterside Hotel and Marina

September 18-20, 2013 • Tampa, Florida

Register to attend atwww.autoglassweek.com

™

A SNEAKPREVIEW OF

Auto GlassWeek™ 2013Takes Tampa



http://www.autoglassweek.com


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Sponsors and Exhibitors You Will SeeAuto Glass Week™ is made possible by the support of generous sponsors who want to promote thebetterment of the automotive glass industry and hold it in high regard. These companies see the

benefit of what this cohesive educational event provides to the industry as a whole. Be sure to visit with each one during the Auto Glass Week Exhibition/Extravaganza hours.

Platinum Sponsors

Gold Silver

Bronze

Copper


Sponsorships include exhibit space and offer a great opportunity to both support the industry and showcaseyour products. For information about sponsorships and becoming a sponsor/exhibitor, contact Holly Biller at

[email protected] or 540/720-5584 ext. 123.

*Sponsors as of April 1, 2013 are still being added daily. *Sponsors as of June 1, 2013 are still being added daily.

SRP

Delta Kits

Burco Glass Doctor

Quest SoftwareGlass Mechanix SolutionsCoach Glass

CobaltPrecision Replacement Parts

Schenzhen Benson Automobile Glass Co, Ltd.

Dinol Americas Meritool

Marcy Adhesives

Sunroof Express

Ultra Wiz Auto Glass Tools

WRD Glass Tools





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2013 Schedule at a GlancePlease note the schedule is tentative and subject to change, please check online at www.autoglassweek.com for updates.

7:00 a.m. – 12:00 p.m. Registration open at the Tampa Marriott Waterside Hotel and Marina7:30 a.m. – 7:45 a.m. Windshield Repair Olympics (WRO) in honor of Walt Gorman Finalists Announced8:00 a.m. – 3:00 p.m. Auto Glass Week™ Educational Sessions10:00 a.m. – 12:00 p.m. NordGlass Auto Glass Technician Olympics (AGTO) Mandatory Contestant Meeting

(contestants and judges only)11:00 a.m. – 12:15 p.m. Thursday Keynote Speaker: FDNY Chief Richard Picciotto (Joint Session) 1:00 p.m. – 7:00 p.m. Registration re-opens at the Tampa Convention Center3:00 p.m. – 7:00 p.m. Auto Glass Week™Exhibition/Extravaganza3:00 p.m. – 3:40 p.m. International Window Film Tint-Off™ – Architectural Division Preliminary Heat 13:20 p.m. – 3:50 p.m. International Window Film Tint-Off™ – Automotive Division Heat 23:30 p.m. – 4:40 p.m. Windshield Repair Olympics (WRO) in honor of Walt Gorman Finals3:40 p.m. – 5:05 p.m. NordGlass Auto Glass Technician Olympics (AGTO) Preliminary Heat 14:40 p.m. – 5:20 p.m. International Window Film Tint-Off™ – Architectural Division Preliminary Heat 25:15 p.m. – 6:40 p.m. NordGlass Auto Glass Technician Olympics (AGTO) Preliminary Heat 25:00 p.m. – 7:00 p.m. Cocktail Party on the Show Floor5:00 p.m. – 7:00 p.m. AGSC Silent Charity Auction (Final Bids Due 6:45 p.m.)

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7:00 a.m. – 2:00 p.m. Registration open at the Tampa Convention Center7:30 a.m. – 7:45 a.m. Finalists Announced for NordGlass Auto Glass Technician Olympics (AGTO), International

Window Film Tint–Off™ – Automotive and Architectural Divisions8:00 a.m. – 10:00 a.m. Auto Glass Educational Sessions8:00 a.m. – 10:00 a.m. Concurrent Technician Certification Training 10:00 a.m. – 2:00 p.m. Auto Glass Week™ Exhibition/Extravaganza10:10 a.m. – 12:20 p.m. NordGlass Auto Glass Technician Olympics (AGTO) Finals10:30 a.m. – 11:40 p.m. International Window Film Tint-Off™ – Automotive Division Finals11:50 a.m. – 12:45 p.m. International Window Film Tint-Off™ – Architectural Division Finals2:00 p.m. – 3:30 p.m. Technician Certification Testing 3:30 p.m. – 5:00 p.m. Auto Glass Educational Sessions5:00 p.m. – 7:00 p.m. Gala Awards Reception and Ceremony (Separate Ticket Required)

Auto Glass Week™ 2013

8:00 a.m. – 11:30 a.m. Registration open at the Tampa Marriott Waterside Hotel and Marina 8:00 a.m. – 10:00 a.m. Auto Glass Safety Council™ Committee Meetings8:00 a.m. – 10:00 a.m. ROLAGS® Standards Committee Meeting10:00 a.m. – 11:00 a.m. Windshield Repair Olympics (WRO) in honor of Walt Gorman Mandatory Contestant

Meeting & Testing (contestants and judges only)10:00 a.m. – 12:00 p.m. AGSC/AGRSS Standards Committee Meeting 11:30 a.m. – 1:00 p.m. Lunch Break1:00 p.m. – 7:00 p.m. Registration re-opens at the Tampa Convention Center 2:00 p.m. – 2:30 p.m. Welcome and Opening Session 2:30 p.m. – 4:00 p.m. Wednesday Keynote Speaker: Baseball Player Jim Abbott (Joint Session)4:00 p.m. – 7:00 p.m. Auto Glass Week™ Exhibition/Extravaganza4:30 p.m. – 5:00 p.m. Competition Welcoming Ceremony on the Show Floor4:45 p.m. – 6:00 p.m. Meet and Greet with NASCAR driver Greg Biffle – appearance courtesy of 3M Window Film 5:00 p.m. – 5:30 p.m. International Window Film Tint-Off™ – Automotive Division Heat 1 5:00 p.m. – 5:55 p.m. Windshield Repair Olympics (WRO) in honor of Walt Gorman Preliminary Heat 16:00 p.m. – 6:55 p.m. Windshield Repair Olympics (WRO) in honor of Walt Gorman Preliminary Heat 25:00 p.m. – 7:00 p.m. Cocktail Party on the Show Floor

12:00 p.m. – 5:00 p.m. Registration open at the Tampa Marriott Waterside Hotel and Marina 1:00 p.m. – 3:00 p.m. Auto Glass Safety Council™ (AGSC) Board of Directors Meeting1:00 p.m. – 3:00 p.m. NWRA Standard Scratch & Damage Removal for Architectural Glass

(SSDRAG) Committee Meeting3:00 p.m. – 5:00 p.m. NWRA Board of Directors Meeting3:00 p.m. – 5:00 p.m. NWRA Product Performance Subcommittee Meeting3:00 p.m. – 5:00 p.m. AGSC Committee Meetings

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continued from page 19

a.m. Auto Glass Educational Sessions

8

5:55 p.m. Windshield Repair Olympics (WRO) in honor of Walt Gorman Preliminary Heat 1

6 6:55 p.m. Windshield Repair Olympics (WRO) in honor of Walt Gorman Preliminary Heat 25





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Silent Charity AuctionThursday, September 19 from 5:00 p.m. – 7:00 p.m. Exhibition/Extravaganza Floor (Final bids are due at 6:45 p.m.) The Auto Glass Safety Council™ Silent Charity Auction will be held on the Exhibition/Extravaganza show floor on

Friday evening. The Silent Charity Auction helps raise proceeds for the non-profit organization. The Auto Glass SafetyCouncil is dedicated to the proper installation of windshields and offers a registration program for shops that includes

random third-party validations. A list of auction items will be available in the official show program.

Meet & Greet with NASCAR Driver Greg BiffleWednesday, September 18, 20134:45 p.m. - 6:00 p.m. on the Tampa Convention Center Show FloorAppearance Courtesy of Window Film

Greg Biffle drives the No. 16 3M Ford Fusion for Roush Fenway Racing in theNASCAR Sprint Cup Series. He gained national attention when he won the CampingWorld Truck Series Championship in 2000. Biffle then went on to win the NASCARNationwide Series Championship in 2002. He has accumulated multiple wins in theSprint Cup Series including six wins during the 2005 season alone and has finishedas high as second in the season point standings. He is the only current driver withthe potential to win a championship in all three of NASCAR’s national touring series.Away from the track, Biffle is known as an avid outdoorsman and animal advocate.Biffle and his wife Nicole founded the Greg Biffle Foundation for the well-being ofanimals in 2005.

Visit These Additional Companies and More(As of April 1, 2013, new companies being added daily)

3M44TOOLS.comA.N. Designs Inc.AEGIS Tools InternationalAGC Automotive AmericasAvery Dennison CorporationBostik Inc.Burco Inc.CarlexCLC/SunTekCoach GlassCreative Extruded Products Inc.

Delta KitsDiatechDINOLDow Automotive SystemsEqualizer Industries Inc.Film FastenerGGG Gold Glass GroupGlass MechanixGlasWeldGuardian Hale, Hale & Jacobson P.A.HanitaTekIWFAJiffy Steamer

Johnson Window FilmsEastman Chemical(Llumar) Madico Window FilmMainstreet ComputersMatrix Films CompanyMeritoolMygrant Glass Co. Inc.NordGlassPersonnaPilkingtonPittsburgh Glass WorksPrecision ReplacementParts

Quest Software Inc.Scorpion Window FilmShenzhen Benson Automobile Glass Co. Ltd.Sika CorporationSolar GardSonocoSRPSunroof Express Inc.WRD Glass Tools Inc.Xinyi Auto Glass NA Corp.XPELYih-Tair Industrial Inc.

Register to attend or compete at www.autoglassweek.com

5:55 p.m. Windshield Repair Olympics (WRO) in honor of Walt Gorman Preliminary Heat 1

6 6:55 p.m. Windshield Repair Olympics (WRO) in honor of Walt Gorman Preliminary Heat 25



Register to attend at www.autoglassweek.com

Arrangements provided by C Thru Glass/Film Fastener

See these cars and many more on the Exhibition/Extravaganza floor.

Catch a Sneak Peek






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EDUCATIONAL SESSIONSWEDNESDAY, SEPTEMBER 182:00 p.m. – 2:30 p.m. Welcoming and Industry Awards PresentationLet the co-sponsoring associations welcome you as we kick-off Auto Glass Week™ 2013! Hear from the various groups’leaders on their goals for the 2013 event and what each asso-ciation is currently doing for the betterment of the industry.The Len Stolk, Carl Tompkins and the new National Wind-shield Repair Association awards will also be presented.

2:30 p.m. – 4:00 p.m.ADAPT: Overcoming AdversityJim Abbott, professional baseball player andmotivational speaker, will deliver his keynoteaddress on how to overcome obstacles andchallenges. Born September 19, 1967, in Flint,Mich., without a right hand, Abbott was anAll-America hurler at Michigan, won the Sullivan Awardin 1987, was the pitcher for the Gold Medal OlympicTeam in 1988 and threw a 4-0 no-hitter for the New YorkYankees versus Cleveland (September 4, 1993). Abbottplayed for 10 seasons on four different teams and endedhis big league playing career in 1999.

4:00 p.m. – 7:00 p.m.Exhibition/Extravaganza Open

5:00 p.m. - 7:00 p.m. Cocktail Party on the Show Floor

THURSDAY, SEPTEMBER 198:00 a.m. – 9:30 a.m.Quality and Safety Issues in the AGRR Industry/Industry UpdateThere has never been a more challenging time to be inthe auto glass business. Come hear the leaders of each ofthe sponsoring groups explain and update you on theirefforts to advance quality and safety issues, along withother issues of importance in the industry. You’ll learnabout the latest update to the Auto Glass Safety Council’sprogram and its ANSI/AGRSS® Standard, along with the

fair access programs put in place by the Independent GlassAssociation and the efforts on behalf of quality repair fromthe National Windshield Repair Association. This sessionwill conclude with a discussion of auto glass quality—andthe differences among true OE and other glass.

9:30 a.m. – 9:45 a.m. Break

9:45 a.m. – 11:00 a.m.Who Are These Net Promoters and How Do I Keep Them From Destroying My Business?Customer satisfaction, most popularly ascertained by ameasure called the Net Promoter Index (NPI), is of increasingimportance for auto glass companies. Certain insurers andclaims administrators are using NPI’s to direct work to cer-tain auto glass repair and replacement companies and pro-hibit others from doing their work. In this session, you’ll get afull overview what the NPI is and what it measures as well aswhat you can do to enhance and monitor your own NPI.

11:00 a.m. – 12:15 p.m. Last Man Down “A Survival Story” Richard Picciotto, FDNY chief and the high-est ranking firefighter to survive the WorldTrade Center collapse, was on a stairwell be-tween the sixth and seventh floors of theNorth Tower when it collapsed on September11, 2001. An FDNY battalion commander, hisis the harrowing true story of an American hero, a manwho thought of nothing of himself and gave nearly every-thing for others during one of our nation’s darkest hours.Picciotto tells an outspoken account of that indelible day,shaking and inspiring audiences to the core. To learn moreabout his story see the end of the seminar section.

Note: Seminars are tentative and subject to change.











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12:15 p.m. – 1:30 p.m.Brown Bag Lunch: Panning for GoldDuring this presentation, attendees will get first-hand in-formation from a group of panelists that represent auto-motive glass repair/replacement, paintless dent repair,headlamp reconditioning, vehicle reconditioning andmore. These experts will inform and instruct automotiveglass repair and replacement professionals on the area’smost often overlooked that can significantly add to thebottom-line, over and above what is made on the glassrepair or replacement job. Panelists will demonstrate meth-ods used to generate leads and attract business partners totackle these lucrative opportunities. Attendees will be ableto address their questions or concerns with the panelistsand their peers in this “town forum” session.Presented by a panel from: Dent Craft Tools, Valspar,MARS International and Auto Glass America.

1:30 p.m. – 3:00 p.m. Legal and Legislative Issues in the Auto Glass IndustryThe past year has been a very active ones for auto glassrelated cases in the courts. This session provides anoverview of ongoing litigation in the industry includingpotential and current class action suit(s), the safety suitfiled in Montana, the new laws in South Carolina andanti-steering litigation around the country.

3:00 p.m. – 7:00 p.m. Exhibition/Extravaganza Open

5:00 p.m. - 7:00 p.m. Cocktail Party on the Show Floor

FRIDAY, SEPTEMBER 208:00 a.m. – 9:00 a.m. What Is Wrong With Us?Why is the auto glass industry troubled so competitively?Are we our own worst enemies? Or are there issues at playthat will keep the industry from growing and prospering?This dig-deep session asks a number of current and formerindustry members to look within and talk about what iswrong with us, and what the possible solutions are.

8:00 a.m. – 10:00 a.m. (Concurrent) InstallerTechnician Training

9:00 a.m. – 10:00 a.m.How to Use a Small Budget to Market Like aBig BudgetIt’s getting increasingly more difficult to know how tobest use your marketing dollars. TV? Radio? Internet?What else? This session will provide an overview of howto allocate your marketing dollars and use them wisely tomake a company of any size dominate its market.

10:00 a.m. – 2:00 p.m. Exhibition/Extravaganza Open

10:10 a.m. – 12:20 p.m. NordGlass Auto Glass Technician Olympics FinalsJoin us on the show floor for the intense final competi-tion for “World’s Greatest Auto Glass Technician”.

2:00 p.m. – 3:30 p.m. Insurance UpdateWhat’s changing in auto glass-insurance interface andhow will it affect you? Hear representatives from bothareas explain what is new and what to expect in servingmutual customers in the coming year.

2:00 p.m. – 3:30 p.m. Technician Certification Testing

3:30 p.m. – 5:00 p.m. Panel: Anti-Steering StrategiesIndustry experts will discuss current steering tacticsand how to mitigate steering risk while gaining a com-petitive advantage.

5:00 p.m. – 7:00 p.m. Gala Awards Reception and Ceremony






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Auto Glass Technician OlympicsThe NordGlass Auto Glass Technician Olympics (AGTO) will be held September 19-20 and the GlasWeld Windshield

Repair Olympics in honor of Walt Gorman (WRO) will be held September 18-19, 2013 at the Tampa Convention Center.The champions will be crowned at the Gala Awards Reception and Ceremony on Friday, September 20 from 5:00 - 7:00p.m. at the Tampa Marriott Waterside Hotel and Marina.

NordGlass Auto Glass Technician OlympicsNow in its eighth year, the AGTO provides the opportunity for technicians from around theworld to compete to replace a damaged windshield. Industry veterans judge the competi-tors’ replacements as well as their procedures, safety, cleanliness and customer interaction.It is also a chance to learn from other professionals, execute safe, quality installations, pickup innovative techniques and of course compete for the chance to hold the title of “World’sBest Auto Glass Technician.”

In Order to CompeteYou must be employed currently as a technician in a bona fide auto glass company, you must have a least one year ofexperience as a technician in the auto glass industry and you must follow the current AGRSS® Standard in order tocompete. Please note that there will be a cap on the number of contestants and spaces are given on a first-come, first-served basis. Be sure to register early. Owners or managers of supplier companies are not eligible to compete. Regis-tration deadline for contestants is Friday, July 8, 2013. No registrations will be accepted after this date.

Register online at www.autoglassweek.com or by submitting the form in this brochure.

The First-Place Winner’s Company is Awarded:• Extensive media coverage and press releases sent on behalf of the champion’s company;• Use of the AGTO Winner logo on stationery, business cards and advertising for one year;• Use of the 2013 NordGlass Auto Glass Technician Olympics logo for an unlimited time; and• A congratulations ad and coverage of the victor and his/her company will appear in AGRR™ magazine.

For Our ChampionThe first-place winner will receive $10,000, a gold medal and trophy, as well as bragging rights as the “World’s BestAuto Glass Technician.” Second place will receive$1,000 as well as a silver medal, and third place will re-ceive $500 and a bronze medal.











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Windshield Repair Olympics in honor of Walt GormanEntering its eighth year, the Windshield Repair Olympicsis an opportunity for technicians from around the worldto compete to repair a chip in a vehicle’s windshield. In-dustry veterans judge the competitors’ repairs as well astheir procedures, safety, cleanliness and customer interac-tion. This event provides the opportunity for competitorsto learn from other professionals, execute safe, quality au-tomotive glass repair, pick up innovative techniques and,of course, compete for the chance to hold the title of“World’s Best Windshield Repair Technician.”

In Order to CompeteYou must be employed currently as a technician in a bona fide operating auto glass company and you must have atleast one year of experience as a repair technician in the auto glass industry in order to compete. Please note thatthere will be a cap on the number of contestants and spaces are given on a first-come, first-served basis. Be sure toregister early. Owners or managers of supplier companies may not compete themselves. Registration deadline forcontestants is Friday, July 8, 2013. No registrations will be accepted after this date. Register online at www.autoglass-week.com or by submitting the form in this brochure.

The First-Place Winner’s Company is Awarded:• Extensive media coverage and press releases sent on behalf of the champion’s company;• Use of the WRO Winner logo on stationery, business cards and advertising for one year;• Use of the 2013 GlasWeld Windshield Repair Olympics in honor of Walt Gorman logo for an unlimited time; and• A congratulations ad and coverage of the victor and his/her company will appear in AGRR™ magazine.

For Our ChampionThe first-place winner will receive $10,000, a gold medal and trophy, as well as bragging rights as the “World’s

Best Windshield Repair Technician.” Second place will receive $1,000 as well as a silver medal, and thirdplace will receive $500 and a bronze medal. �

About Our NamesakeWalt Gorman, an industry icon, was the owner of A-1 Windshield Doctor in Seekonk., Mass. andan AGRR™ columnist. He shared nearly 20 years of his life with the auto glass repair industryuntil his death in 2006. Gorman also served on the National Windshield Repair Association(NWRA) board of directors for ten years and was one of the association’s founders. The Wind-shield Repair Olympics was named in his honor.




http://www.autoglass-week.com




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The auto glass industry continues to be an extremelycompetitive marketplace. AGRR™ magazine’s MostInfluential feature recognizes some thought leaders

in the auto glass and those in the insurance industry whoare having a real impact on it.

The following individuals, selected by our editorialteam in consultation with experts in the industry, repre-sent a slice of some of the industry’s most influentialmovers and shakers who took the time to share what mo-tivates and challenges them. They are featured in alpha-betical order by company.

While we know this list is far from inclusive, we hope itwill inspire all those in the industry to recognize these co-workers, supervisors and colleagues who have had a pro-found impact—and to step up themselves to help guidetheir peers, their companies and their industry to greaterheights. If you don’t see someone you believe should behere, please email your nomination for the next edition toJenna Reed at [email protected].

Bill Cogswell, 55, got his start in the industry in 1990 withGlobe Glass/US Auto Glass, and has worked in various po-sitions over the years with Vistar, Safelite and DiamondGlass. Today, Cogswell serves as president of Arrow Glass inKingston, Pa.

He attended Boston College.AGRR: What do you see as the biggest challenge in the

industry right now? BC: Our industry is driven by several factors impacting

demand such as weather, miles driven, the economy andnew vehicle sales. Challenges are inherent in every busi-ness in every industry. Each of us involved in a businessmust determine how to overcome challenges and thrivein an environment regardless of the challenges that comesour way. AGRR: What would you be doing for a living if not what

you do now?BC: I have enjoyed being part of our industry for al-

most 25 years working with many terrific people as co-workers, customers, suppliers and others associated withour industry. I hope to continue doing so for severalmore years. AGRR: Do you have a favorite quote or saying you can

share?

BC:Many years ago I was introduced to “The Man (Guy)in the Glass,” and try to live by its words each day.

Bob Beranek, 61, is president, founder andchief trainer for Automotive Glass Consultants.He is based in Sun Prairie, Wis. He graduatedfrom the University of Wisconsin–LaCrosse andstudied business.

He began at Auto Glass Specialists, where he was aninstaller, a technical service manager and an operationsdevelopment manager. Beranek later founded andserves as the president and owner of Automotive GlassConsultants and Automotive Glass Experts. At PrairieAuto Glass, he is president and a partner. Beranek also isthe chair of the Auto Glass Safety Council™ (AGSC) Stan-dards Committee and sits on the board of the directorsfor the AGSC.AGRR: What do you see as the biggest challenge in the

industry right now?BB: I think the biggest challenge we have is to educate

the consumer about our products and services. If the con-sumer realized that the windshield is an important safetydevice rather than just a window, most of our problemswould be manageable. The consumer drives the market-place, so they demand and the suppliers provide. If the con-sumer demands safety, the vendors will supply the meansto ensure safe installations. If the consumer demands qual-ity of product, the market will supply good quality glass andadhesives. If the consumer demands safety over conven-ience, so be it.

As an industry, we sell convenience, price, warranty, re-pair and mobile service, but rarely do we sell the fact thatwe restore the vehicle to manufacturers’ specifications forsafety My question is, why? AGRR: What would you be doing for a living if not what

you do now?BB: I would probably have become an entrepreneur in

something that interested me during my working life andpursued that path. Unfortunately, I fear that I would havebeen unhappy. I enjoy teaching the most as I like to re-search and share information. I would have been happierbeing a high school or college level history teacher. How-ever, I was very lucky to find a career that was perfect forme. I was able to not only be an entrepreneur and start Au-

Bill Cogswell, Arrow Auto Glass

Bob Beranek,Automotive Glass Consultants

The Industry’sA Look at the Industry’s Top Movers and Shakers

by Jenna Reed and Penny Stacey





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tomotive Glass Consultants, but I also teach and researcheveryday. I am in the perfect job.AGRR: Do you have a favorite quote or saying you

can share?BB: I have two quotes that explain my political beliefs

andmy career beliefs, both of them are by the same person,Benjamin Franklin.“Any society that would give up a little liberty to gain a

little security will deserve neither and lose both.”“Tell me and I forget, teach me and I remember, involve

me and I learn.”

Gary Lubner, 54, is group CEO of Belronand is based in London. Lubner has beenwith Belron for more 20 years and was ap-pointed chief executive officer of the com-pany in May 2000. During his time with the company, hehas held a number of positions that have seen him respon-sible for the growth and development of key areas of thebusiness. Before being appointed as CEO, Lubner was re-sponsible for all of the company’s European operations. Lubner studied finance at the University of Cape Town

and upon graduating joined Arthur Andersen where hequalified as a chartered accountant in 1981. He followedthis by joining South Africa-based PGSI (which was Bel-ron’s sister company), where he spent seven years in a va-riety of finance, marketing and general management roles.In 1989, Lubner came to the United Kingdom, where hereceived his master’s degree in business administrationfrom London Business School in 1991. He joined Belronshortly afterwards.Lubner, a third-generation member of the worldwide

family business, has been known for leading the com-pany’s growth since he became CEO in 2000, and led oneof the company’s largest acquisitions—that of Safelite in2005.AGRR: What would you be doing for a living if not what

you do now?GL: I would be doing a combination of non-profit and

working with business start-ups. AGRR: Do you have a favorite quote or saying you can

share? GL: “A good head and a good heart are always a formi-

dable combination.” —Nelson Mandela

Kurtis Ming, 35, is a consumer investigate re-porter for CBS13 KOVR-TV in Sacramento, Calif.He has become well-known in recent years forconducting a number of auto glass-related ex-poses, including one last year on improper windshield instal-lations that garnished nationwide attention. He also spoke atlast year’s Auto Glass Week™ event in Louisville, Ky.Ming is a graduate of Emerson College in Boston, where he

received his bachelor’s degree in journalism and public infor-mation. He has held his current role as a consumer investigatereporter for the last eight years; prior to that, he held a varietyof positions, including anchor, general assignment reporterand weather anchor. AGRR: What do you see as the biggest challenge in the

industry right now?KM:My scope is limited to what I’ve investigated. I do see

the challenge of ensuring all installers are qualified and thatconsumers are safe behind the wheel. While the Auto GlassSafety Council™ is attempting to police the industry with itsown safety standards, there are far too many operations outthere cutting corners who don’t care to follow these standards.They are able to charge a lower price, which is more attractiveto consumers who may be saving a buck at the expense oftheir safety. I think it would be helpful for the auto glass in-dustry to understand the percentage of installations that arefaulty to help get legislation on its side in the name of publicsafety and maintain integrity of all installers.AGRR: What would you be doing for a living if not what

you do now?KM:No clue!My passion is looking out for the public and

asking the questions they want answered. Journalism runsthrough my veins!

Mike Schenian, 53, is president of South St.Paul, Minn.-based City Auto Glass. He completeda number of college courses with a focus in busi-ness but chose to pursue his career in the industryover earning a formal degree. Schenian began his career in the auto glass industry with

Gary Lubner, Belron

Kurtis Ming, CBS13 KOVR-TV

Mike Schenian, City Auto Glass



Most InfluentialSearch Archives E-Mail SubscribeContents© 2012 AGRR Magazine. All rights reserved. No reproduction

of any type without expressed written permission.



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TwinCity AutoGlass in 1978. Heworked as a full-time tech-nician until 1984 when he moved into sales. Shortly there-after, Twin City Auto Glass was acquired by Safelite andSchenian continued there for a time as a district salesman-ager. In 1990, City AutoGlasswas established. Schenianwasnamed president of City Auto Glass 7 years ago. One in amulti-generational family of auto glass heavyweights, Schen-ian also serves on the board of directors of the Auto GlassSafety Council™ (AGSC).

AGRR:What do you see as the biggest challenge in theindustry right now?

MS: One of the biggest challenges today surrounds theimplementation and spread of networks that affect ourability to work directly with the insurers. Having too manyplayers involved in the process affects efficiency and prof-itability. Auto glass companies should be measured andclaims volume distributed based upon a company’s cus-tomer satisfaction index, net promoter score, key perform-ance indicators and AGSC validation.

AGRR: What would you be doing for a living if not whatyou do now?

MS: I have never considered doing anything else for a liv-ing as I thoroughly enjoy my work in this industry.

AGRR: Do you have a favorite quote or saying you canshare?

MS: “Be good, do good.” This quote is representative oftwo people I greatly admire, my parents, Dale and BetteSchenian. They have instilled in me what it means to be agood person and to do good for others.

Gerald “Dr. Chip” Zwart, 60, is presidentof Inwood, Iowa-based Clearview Wind-shields, which he co-founded with his wife,Jane, in 1984. Zwart has been repairing and installing windshields for

41 years. He began his career at B&B Body Shop, where heworked for five years as a collision repair technician. Afterthat he moved from Hawarden, Iowa, to Inwood, Iowa,where he was employed by Kohrts Body Shop as a collisionrepair technician for 7 ½ years. In January 1984, Zwart ventured out on his own to start

G&J Body Shop and, as part of that process, underwent train-ing on windshield repair. In 1996, he closed the collision re-pair shop and began doing windshield repair andreplacement full-time. He is a member of the board of direc-tors of the National Windshield Repair Association (NWRA).Zwart is a graduate of Northwest Iowa Community Col-

lege with a degree in collision repair. He is known in hismarket and in much of the industry as “Dr. Chip,” for his

role in a number of local television ads for Clearview.AGRR: What do you see as the biggest challenge in the

industry right now? GZ: The biggest challenge in the glass industry is edu-

cating our customers to call us when they need our service.Once they call us, we can assist them with calling in theclaim to eliminate the steering issues. Another big part ofour challenge is educating the public about the need tohave their windshield installed properly—it is not all aboutthe price. Also, it is important to have windshield chips andcracks repaired by an NWRA-Certified Technician.


GZ: I would be doing collision repair. AGRR: Do you have a favorite quote or saying you can

share? GZ:When a customer has called me out for a repair and

it is not repairable or even just a bug spot or an old repairmy favorite response is: “I would rather be called for noth-ing than to be forgotten.”My motto has always been: “If I can’t do it the correct

way, then I will not do it at all.”

Brent Deines, 52, is the president of Delta KitsInc. in Eugene, Ore. He has been in the industryfor more than 25 years, having gotten his start in1987 as the owner of Precision Windshield Repairin Billings, Mont. He later became the owner of Glass RepairService in Springfield, Ore., followed by Apple Auto Glass, alsoin Springfield, until joining Delta Kits as sales manager in1994. He later went on to hold the role of vice president, andeventually was named president.

AGRR: What do you see as the biggest challenge in theindustry right now?

BD: I think the biggest challenge we face is the numberof short-term thinkers in our industry. Obviously the net-works and insurance companies cause a lot of headachesfor windshield repair and replacement professionals, andthere is no question that the ever-expanding Belron/Safeliteempire is putting the squeeze on independents, but theseare the kinds of things that business owners should expectto encounter in this and every other industry. It is how wereact to change that will determine our financial futures.


BD: I’ve been in the auto glass repair and replacement in-dustry so long it’s really hard for me to place myself anywhereelse but if I were to leave the industry I would like to be in-volved with helping others. I realize that is a broad statement

Gerald “Dr. Chip” Zwart, Clearview Windshields

Brent Deines, Delta Kits Inc.

The Industry’s Most Influentialcontinued from page 27




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but I’m not sure it would matter too much what I was doingas long as I believed it was making a positive impact on thelives of others. RunningDeltaKits has givenme theopportu-nity toprovide jobs, help entrepreneurs achieve their dreamsof becoming business owners, and support a variety of char-itable organizations.These are all good things inmyopinion,but I think being more directly involved with charitable or-ganizationswouldbeextremely rewarding (not that achievingsuccess inbusiness is unrewardingbut there is simplynobet-ter feeling than helping others).

AGRR: Do you have a favorite quote or saying you canshare?In the Bible when the Pharisees and Sadducees tried to

trip up Jesus by having a lawyer ask him which was thegreatest commandment in the Law, He told them,37 ”…You shall love the Lord your God with all your heartand with all your soul and with all your mind. 38 This is thegreat and first commandment. 39 And a second is like it:You shall love your neighbor as yourself. 40 On these twocommandments depend all the Law and the Prophets.”Matthew 22:37-40 ESVHopefully this will not offend nonbelievers as anyone

should find it difficult to deny that if we could just followverse 39 the world would be a much better place.

AGRR: Name someone you admire and why.BD: Jesus Christ is the person I admire most, followed by

my mother and father, Walter and Darlene Deines, who for52 years have never stopped teaching, loving and giving.

Dale Malcolm, 56, is technical manager forthe aftermarket division of Dow AutomotiveSystems in Auburn Hills, Mich. He attendedNew Hampshire Technical College where hestudied accounting, small business administration and con-struction estimating. Malcolm also attended the AmericanManagement Association’s Train-the-Trainer Course.Since 1997, Malcolm has been with Dow Automotive as

technical manager of the aftermarket division. His responsi-bilities include new product design and evaluation, devel-oping training materials for North America, Latin America,Asia-Pacific and European regions, technical training of af-termarket field personnel and customer support.From 1992 to 1997, Malcolm was with American Man-

agement Group (which operated as Portland Glass Co.) asdirector of safety and technical services. He has been therecipient of many awards and also serves as the co-chair ofthe Auto Glass Safety Council™ Education Committee.


DM: In my 30 some years in the industry, there has al-ways been change. Some companies thrive on it and someget run over by it. No matter who you talk to everyone usu-ally says that their market and customers are “different,” sowhat works for others won’t work for them. The shops and markets I have visited in all 50 states,

Canada and Europe are more similar than different. Thecompanies that do well sell themselves and differentiatethemselves from their competition. Those shops usually dovery well and seem to be the most pleasant places to work


DM: I would probably be remodeling houses for richpeople.

AGRR: Name someone you admire and why.DM: I admire people that when they are told their idea

won’t work or they can’t do something they continue to be-lieve in it and keep trying until they succeed. I am a big fanof Apple Computer and Honda; both make great productsand know how to blend innovation with listening to whattheir customers really want.

Eric Asbery, 45, is president of Equalizer In-dustries, based in Round Rock, Texas. Since age20, Asbery has been part of the ownership atEqualizer and has served as director of market-ing and vice president.He directed the development of the Equalizer brand over

the past 25 years by being directly involved in the produc-tion, research and development, field-testing, marketing,sales and distribution, demonstration and instruction inthe use of all Equalizer products in the auto glass industryworldwide. He recently announced the launch of a trainingschool in cooperation with Auto Glass University and hasbeen a major supporter of technician education, particu-larly through Equalizer’s work with the Auto Glass Techni-cian Olympics.


EA: Auto glass is at a crossroads. Small, independently-owned auto glass shops are under unprecedented pressure tokeep up with the larger chains which are dominating the mar-ket like never before. The craft of being an auto glass techni-cian is being cast as no longer important—that just one or twotools and a minimally trained technician can get the job doneon most any automobile. This attitude, while I’m sure a veryprofitable one, will inevitably erode the image of a technician

Dale Malcolm, Dow Automotive Systems

Eric Asbery, Equalizer Industries





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to being themost unimportant part of the job.The reality of beinga technician is that every automobile is

different. Each vehicle has its own set of challenges. Thismeans that every technicianhas to approach the vehicle theywork on as a mystery to be solved. In order to perform thecomplexities necessary to deconstruct and reconstruct eachjobproperly, a technicianhas to stay informed, educated andnot lose their senseof importance.A competent, skillful tech-nician is truly a specialist and should bepaid for their expert-ise since someone’s life definitely depends on it.AGRR:What would you be doing for a living if not what

you do now?EA: I would probably be doing something in creative

media like photography, video production, print and/orweb design.AGRR: Name someone you admire and why.EA: I admire my father, Ray Asbery. In 1987, at 43 years

old, he took quite a gamble with his life’s direction and itpaid off immensely for him. It takes a lot of courage to notkeep doing what you are used to and to go and do “the otherthing.” I always admired him for forging ahead into the un-known and although I know he was afraid sometimes, hejust kept going. For this, I will always be eternally grateful.

Eddie Cheskis, 67, currently serves as theCEO of Gerber Collision & Glass and GlassAmerica LLC in Elmhurst, Ill.Cheskis got his start in the 1970s working

for the Chicago-based Globe Glass. He eventually becamepresident of the U.S. Glass Network, a division of Globe,prior to leaving in 1992 to work for CCC Information Serv-ices, which develops claims management software andother tools for the insurance industry, as president of its Au-tobody Systems Group. Later, he became president of allCCC’s service groups.Cheskis left CCC in 1998 to form a partnership with Neal

Gerber, the grandson of Gerber founder Phil Gerber, andhelped to grow the company to 16 locations throughout theChicago area. He also helped the auto glass and collision chainto open its own call center. Gerber was purchased by the BoydGroup in February 2004, and Cheskis assisted with the transi-tion and maintained his position as CEO of the Gerber division.He holds his master’s degree in business administration

from the University of Chicago.AGRR: What do you see as the biggest challenge in the

industry right now? EC: Getting the industry to support, adopt and jointly

market installation standards.AGRR: What would you be doing for a living if not what

you do now?EC: I would retire.AGRR: Do you have a favorite quote or saying you can

share? EC: “Whatever you do in life, enjoy what you do and with

whom you do it.”

Joseph Gold, 44, is president and owner ofBohemia, N.Y.-based Gold Glass Group. Heearned his bachelor’s degree from New YorkUniversity Stern School of Business. Gold began working at his family’s retail automotive and

flat glass shop when he was eight years old. After he gradu-ated from college, he began running the family’s glass shop,where he worked for eight years. Then he moved on toGGG-Gold Glass Group.AGRR: What do you see as the biggest challenge in the

industry right now?JG: The biggest challenge is too much consolidation. To

keep the supply chain healthy (which is the segment of theindustry in which we are involved), we like to see a diverseand extensive customer base.AGRR: What would you be doing for a living if not what

you do now?JG: I would probably be doing my best to run another

small business. I have never been a “corporate” guy.

Mark Liston, 58, is president of Glass Doctorbased in Waco, Texas. Liston was hired at GlassDoctor for his franchise experience rather thanhis glass industry expertise. Liston has been inthe franchise world for more than 32 years, starting in 1981.He began with Kinetico Inc., a water softener manufacturer.After five years at corporate, Liston spent the next 13 years inthe field as a partner in a franchise and as a general managerof three different water softener companies.He commands agroup of 275 locations in the United States and Canada.AGRR: What do you see as the biggest challenge in the

industry right now? ML:We have several issues—but one is the lack of pro-

fessionalism. It is way too easy for someone to one day de-cide they want to be in the business. They need a truck, awebsite and some alleged experience. Many don’t have any business experience. Many don’t

have or want AGSC certifications. They simply worked forsomeone they didn’t like—or thought they were getting the

Eddie Cheskis, Gerber Glass

Joseph Gold, GGG-Gold Glass Group

Mark Liston, Glass Doctor





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shaft from that employer for a variety of reasons—so theydecided to set up shop the next day. I faced the same thingwhen I spent 18 years in the water softener industry.The challenge is that the consumer is going to be the big

loser. The consumer thinks glass is a generic product that isall alike. Those of us who believe in quality glass and un-derstand the role of quality windshield glass know and un-derstand that glass isn’t even close to generic.


ML: I would be doing something in franchising. I madethe decision six years ago that I am going to finish my careerin the world of franchising. I believe in it … I’m passionateabout it … and believe it is a wonderful future for so many.


ML: “Neither anticipated that the cause of the conflictmight cease with, or even before, the conflict itself shouldcease. Each looked for an easier triumph, and a result lessfundamental and astounding. Both read the same Bible,and pray to the same God; and each invokes His aid againstthe other. It may seem strange that any men should dare toask a just God’s assistance in wringing their bread from thesweat of other men’s faces; but let us judge not that we benot judged. The prayers of both could not be answered; thatof neither has been answered fully. The Almighty has Hisown purposes.” —Abraham Lincoln

Paul Heinauer, 57, is the owner and presi-dent of Glasspro Inc. in Mount Pleasant, S.C.He founded his company in 1995 after 16years in the industry working for other seg-ments of the glass industry. Heinauer got his start in 1979 with PPG Industries, holding

a variety of positions over a period of seven years, including amarketing and management role in Cincinnati; district salesrepresentative in Charlotte, N.C.; architectural glass and metalmanager in Charlotte; and branch manager in Greenville, S.C.He then founded Coastal Glass Distributors, where he servedas owner and president until 1995, when he sold that businessto focus on auto glass. He then purchased two small, localshops—Auto Glass Company Charleston and U.S. AutoGlass—and rebranded them as Glasspro. Today, the companyoperates nine locations throughout the Charleston area.Heinauer earned his bachelor’s degree in business from

Duquesne University in Pittsburgh and his master’s degreein business administration with a focus in marketing fromMiami University. He is a past member of the Auto GlassSafety Council™ board of directors.


PH: The biggest challenge is gaining access to customers.This is why we strive to deliver excellence on each and everyjob that we do. It is imperative that we delight customers sothat they enthusiastically refer us to their family and friends.


PH: I could see myself teaching business at a communitycollege and coaching high school basketball.


PH:“One war at a time.” This was a favorite saying of Abra-ham Lincoln. President Lincoln understood very well how im-portant it is to keep your priorities straight and focused. I thinkof this often as our company manages the opportunities andvarious challenges that come our way on a regular basis.

Jeff Olive, 50, serves as training manager forGlasspro Inc. in Summerville, S.C. He began hiscareer in auto glass at Liberty Glass Co. in Mil-waukee, Wis., at 18 years old as a glazier and in-staller. Oliver also worked at Safelite and Harmon AutoGlass as market manager. Oliver started as a tech 32 years ago and labored quietly

until 2005, when he won the first Auto Glass TechnicianOlympics. He has been passionate about safety and qual-ity and serves as co-chair of the AGSC Education Commit-tee. Today, he also serves as a judge for the competition hewon just eight years ago.


JO: Safety, quality and proper training are the biggestchallenges. Technicians today have more tools and trainingavailable than anytime in industry history. Vehicles arebeing kept on the road longer and new technology in vehi-cles has created a need for continuing education. Techni-cians can improve their techniques with the use of newtools and proper training. Everyone has room for improve-ment, whether it is customer service skills, installation pro-cedures, or understanding new technology. It is ourresponsibility to each and every customer to do the job cor-rectly. The safety of our customers depends on us for prop-erly installed auto glass parts. The biggest challenge is toguarantee that every job is done correctly the first time.


Paul Heinauer, Glasspro Inc.

Jeff Olive, Glasspro Inc.





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JO: I can’t imagine any other job that givesme the chanceto help people improve and yet offers me the opportunitiesthat I have had over the past 30 years. There are a lot of greatpeople that I havehadassociatedwith in this industry. I enjoywhat I do and look forward to what the future will bring forthe auto glass industry. If I had to choose another career, Ithink it would be acting. I have been an extra in twomovies.I found the experience to be quite enjoyable.AGRR: Do you have a favorite quote or saying you can

share?JO: “Constant change, constant improvement and al-

waysmoving forward are amust. If you stand still and resistchange you will go nowhere.”

Dennis Garbutt, 66, is based in Bend, Ore.,and general manager of GlasWeld SystemsInc. He went to Albion College in Albion,Mich., where he received a bachelor’s degreein economics. His experience includes time spent as mar-keting manager at General Motors as well as marketingmanager at American Honda Motor Co. Garbutt also servedas partner and general manager of Sopris Honda and vicepresident and general manager of Silverstar Auto Group. Healso worked with Porsche, Audi, VW of Downtown Los An-geles as general manager.AGRR: What do you see as the biggest challenge in the

industry right now? DG: Continued consolidation by acquisition and the

steering of insurance claims is seriously threatening the in-dependent technician’s business.AGRR: What would you be doing for a living if not what

you do now?DG: I would be an investor in and consultant to business

start-ups.AGRR: Name someone you admire and why.DG: I admire my father who taught me that we all come

into this world with our good name and that we should besure to leave the same way.

Paul Gross, 42, is president and CEO ofHSG Alliance, based in Springfield, Ohio.He went to the University Wisconsin—

Platteville. Gross began his career by pur-chasing a Novus windshield repair franchise, and was afounding board member of the National Windshield RepairAssociation. Gross also served as vice president of repair

services and a member of the executive committee at Safe-lite for a number of years. In addition to serving as the pres-ident and CEO of the HSG Alliance, he is founder ofProGlass Alliance.AGRR: What do you see as the biggest challenge in the

industry right now? PG: The biggest challenge is the restriction of competi-

tion by first-party administrators purporting to be third-party administrators (TPAs) (or companies who areaffiliated with an auto glass business who also serve as aTPA). AGRR: What would you be doing for a living if not what

you do now?PG: I would be in workforce development.AGRR: Do you have a favorite quote or saying you can

share? “If I would have asked my customers what they wanted,

they would have said faster horses.” –Henry Ford

Donna Braden (“Mrs. Jack”), 59, is the presi-dent of Jack’s Glass in Allentown, Pa. She hasbeen known in the industry as an advocate forsafety and for her innovative marketing ideas.Jack’s Glass recently celebrated its 37th year in business,

having started as a small mom-and-pop shop; at onepoint the company grew to three locations but has nowscaled back to one large location. Braden herself has doneeverything at the company from bidding on commercialjobs to completing repairs and installing windshields. Sheis a past member of the Auto Glass Safety Council™’s mar-keting committee and also has been active with the LehighValley Glass Association and the Pennsylvania Glass Asso-ciation, along with her local Chamber of Commerce.Braden is a licensed child safety seat inspector throughSafe Kids Worldwide.AGRR: What do you see as the biggest challenge in the

industry right now? DB: I wish there was only one challenge! I do see two big

challenges, though. First, is access to work. With the majorityof insurance calls being answered by a national glass chain,we often have former customers tell us that they wanted touse us but, the insurance company told them to use their pre-ferred shop, the glass chain. We are on all insurance programs.Second, is pricing. It seems the price of everything else is sky-rocketing, while glass industry pricing remains stagnant. We all need to do a better job educating the public, so

they value what we do.AGSC: What would you be doing for a living if not what

you do now?

Dennis Garbutt, GlasWeld Systems Inc.

Paul Gross, HSG Alliance

Donna Braden, Jack’s Glass





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DB: I love what I do, so it’s hard to imagine, but I couldentertain doing something in the marketing field.AGRR: Do you have a favorite quote or saying you can

share?DB: “When you think the grass looks greener on the

other side of the fence, fertilize your side.You’ll be surprisedwhat will grow!”AGRR: Name someone you admire and why.DB: Definitely those serving in our military! Having a

daughter in the U.S. Army, we see the incredible hours thatshe and her comrades work, the family sacrifices theymake, and the risks they must take.

Robert Rosenfield, 56, is the president andCEO of JN Phillips Auto Glass in Woburn,Mass. He has been with the company since1985 and has worked in virtually all aspects ofthe business, until becoming president in 1999.Rosenfield earned his bachelor’s degree in economics

from Trinity College-Hartford and also holds a master’s de-gree in business administration. He is a past member of theAuto Glass Safety Council™’s board of directors and alsoserved on its marketing committee.AGRR: What do you see as the biggest challenge in the

industry right now?RR: The retail auto glass industry has the challenge, like

many other businesses, of constantly proving its value tothe customers in the marketplace. Successful companiesmust find a value proposition whereby customers are will-ing to purchase from them at a level at which the businesscan generate a return on their investment. Really under-standing our customers’ needs and aligning our services towhat they need is an ongoing passion at our company andsomething we understand that we have to do well to com-pete in this industry.AGRR: What would you be doing for a living if not what

you do now?RR: I think I would love to be a ship captain. No matter

the size of the vessel, I enjoy being out on the ocean andmaking things happen in the great outdoors.AGRR: Do you have a favorite quote or saying you can

share? RR: I admire my kids greatly. They navigate their way to

adulthood in a world much more complex than the one inwhich I grew up. Kids today have so much information andso many influences that we did not have to deal with, andsorting through all that can be daunting. I admire my chil-dren in their ability to manage a very fast-paced world withcalm and with integrity.

Debra Levy, 55, president of Key Communi-cations Inc., publisher of AGRR™ magazine,glassBYTEs.com™ and Auto Glass Journal, hasbeen in the industry formore than 30 years. Shehas been involved with the Auto Glass Safety Council™

(AGSC) (previously the Auto Glass Replacement Safety Stan-dardsCouncil) since its inceptionmore than14years agoandcurrently serves as the president of the AGSC and sits on itsboardofdirectors. Levy’s companyalsomanages theNationalWindshield Repair Association and Auto GlassWeek™.Levy received her bachelor’s degree from the State Uni-

versity of New York at Albany and her master’s degree ineconomics from Southern New Hampshire College.AGRR: What do you see as the biggest challenge in the

industry right now? DL:While consolidation and the influence of insurers are

important challenges for the industry right now, I feel an over-all skepticism and distrust among all industry parties keepsour industry from working together on issues of commongood. These divisions allow other industries and interests toexploit the AGRR industry for their own advantage.AGRR: What would you be doing for a living if not what

you do now?DL: I hope I would be writing, but sometimes I think I

might have been a veterinarian. At least if your customersdon’t like you, they will bite you on the arm rather than stabyou in the back. [laughs]AGRR: Do you have a favorite quote or saying you can

share?DL: “Everything is relative. A strength in one circum-

stance is a weakness in another and vice versa.” AGRR: Name someone you admire and why.DL:Too many to name. I admire the late Washington Post

publisher Kathryn Graham a great deal. She did what shethought was right even when it nearly cost her her business.I admire many of the people I work with on our staff. I knowtheir challenges and have been privileged to be part of theirlives. They are my heroes.

Chuck Lloyd, 52, is a partner in Livgard &Lloyd PLLP. He is based in Minneapolis. He at-tended Gonzaga University in Spokane, Wash.,and earned a bachelor’s degree with honors inpolitical science/speech communications (double major).

Robert J. Rosenfield , JN Phillips Auto Glass

Debra Levy, Key Communications


Chuck Lloyd, Livgard and Lloyd




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For law school Lloyd graduated from theUniversity ofMin-nesota in Minneapolis.

For nearly 20 years, he has spent time representing autoglass companies throughout the United States—from assmall as one person to as large as Diamond Triumph priorto its bankruptcy and sale to Safelite.Lloyd says he has been involved in nearly every kind of

representation imaginable for auto glass companies in-volving both litigation and advice.AGRR:What do you see as the biggest challenge in the

industry right now?CL: Access to customers/jobs remains the biggest chal-

lenge to the auto glass industry. It grows increasingly difficultfor independents to obtain and maintain customers giventhird-party administrators who seek to direct customers totheir own shops or shops with whom they have affiliations.With the return of phony inspections (phony because (a)

they often aren’t actually inspections and (b) they seem de-signed primarily to redirect jobs from a chosen vendor tosomeone else), it is made just that much more difficult.AGRR: What would you be doing for a living if not what

you do now?CL: I would likely be either a writer or a coach. I like bas-

ketball the best but have had more success coaching baseball.AGRR: Name someone you admire and why.CL: I really admire Nick Trenticosta, an attorney in New Or-

leans, who has spent the majority of his career representingpeople convicted of fairly heinous crimes and sentenced todeath. For many on death row in Louisiana, Nick was whatstood between them and execution. He could have had ahighly paid career as a brilliant corporate lawyer, but insteadhe applies his intellect and creativity on behalf of others. He in-spires me every time I’m with him and reminds me what thebest of my profession can be.

Bud Oliver, 54, is director of product opera-tions at Mitchell International, NAGS. Hebased in San Diego, Calif. Oliver went to theUniversity of Utah and majored in geology.

He has been with Mitchell International for 24 years andbecame involved with NAGS in 1995. Prior to Mitchell, heworked at car dealerships and was in the U.S. Marines.AGRR: What do you see as the biggest challenge in the

industry right now? BO:This is a very competitive environment especially for

the smaller shops. Shops need to understand their cost ofdoing business, understand their competitors and analyzetheir business plans. Consolidation in the industry does notseem to be going away.

AGRR: What would you be doing for a living if not whatyou do now?BO: I would be a commercial pilot.AGRR: Do you have a favorite quote or saying you can

share? BO: “Lead, follow or get out of the way.”

Chris Umble, 61, currently serves as vice pres-ident of strategic initiatives at LYNX Services LLCin Pittsburgh, the third-party claims administra-tion arm of Pittsburgh Glass Works (PGW).

Umble started his career with PPG Industries in 1986,and has been with LYNX Services since its inception in1994. He previously served as vice president of sales andmarketing for LYNX and, prior to that, director of marketingand communications for PPG (which divested its auto glassbusiness, including LYNX, in 2007). Umble also once servedas director of the Department of Commerce for the Com-monwealth of Pennsylvania. He currently serves on theAuto Glass Safety Council™’s marketing committee.AGRR: What do you see as the biggest challenge in the

industry right now? CU: In terms of the retail auto glass industry, I believe

that the strength of the industry lies in its tradition of local,regional ownership. The close span of control, communityinvolvement, and the ability to ensure quality and safety areattributes of regional and local providers that form thelargest cohort of distinguished providers in this industry. Achallenge facing this community of leading providers is theability to keep pace with the fast-changing expectations ofconsumers that increasingly rely on non-traditional meansto obtain information and make buying decisions. “Meet your customers where they are” has long been a suc-

cessful strategy to winning business locally and regionally.Technology changes in general and social media in particularare changing consumers’ shopping and buying habits at agreat pace. Adapting to these changes is the leading challengeto the traditionally local/regional auto glass providers.AGRR: What would you be doing for a living if not what

you do now?CU: Any other career would have had to be one I believe

in. Believing in what I do is where my passion comes from.I sometimes think I could have gone into education, law,politics or the ministry.AGRR: Do you have a favorite quote or saying you can

share?CU: I see lots of merit in Jack Welch’s quote: “If the rate of

change on the outside exceeds the rate of change on the in-side, then the end is near.”


Bud Oliver, Mitchell International

Chris Umble, LYNX Services LLC





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AGRR: Name someone you admire and why.CU: I admire Abraham Lincoln for his achievements of

course, but also for the lesson of his leadership style. Heembraced differences of opinion and therefore foundwaysto stretch his own abilities and sensibilities to form theideas from which he led.

Jean Pero, 64, is salesmanager forMygrantGlass and is based in Denver, Colo. She hasbeen with Mygrant for the last 12 years.She began in the glass business in 1973 with

Nelson Brantley Glass Co., working in automotive retail,wholesale and commercial construction. After Nelson Brant-ley Glass Co. was sold, she worked at SolaGlas, where sheserved as branch manager. When PPG purchased Solaglas,she joined PPG as a branch manager and headed up sales forDallas, Fort Worth and Richardson, Texas. She worked withthis company for 12 years before moving to mygrant. Pero has been an Auto Glass Safety Council member for 10

years, serving as a board member from 2005 to the present.She also currently serves as treasurer, membership chair, ac-creditation chair and she is on the charity auction board.


JP: The biggest challenge is the education of consumersand glass technicians. This is now a “safety business” and asan industry we have not done an acceptable job on educationin all areas of our industry. I would like to see the AGRSS Stan-dard™ followedonevery installation inall areasof thecountry.


JP: I would be a veterinarian. AGRR: Name someone you admire and why?JP: I have two mentors who have had a huge impact on my

career: Tom Dresbach, who believed in and supported me fromday one at Solaglas and talked me into coming to work at My-grant Glass. And Wes Toppping, who taught me how to be amanager and believe in my abilities. I truly respect both of thesemen who had a huge impact on my career.

Steve Skorupa, 47, is president of NordGlassNorth America, based in Rochester Hills, Mich.He graduated from Eastern Michigan Univer-sity and has a bachelor’s degree in businessmanagement with a minor in military science. Skorupa alsostudied Russian language at the University of Michigan.

Skorupa has spent more than 20 years in the automotiveglass industry ranging from OEM to aftermarket. He has ex-perience in manufacturing, fabrication, encapsulation,complex window systems, moulding extrusions and sales.He has worked with OEM automotive companies andmajor glass manufacturers and fabricators in the domesticand international markets. Moreover, he has experiencewith import/export and international business startups inlean manufacturing and distribution with responsibilitiesin all business facets. He has been with NordGlass sinceSeptember 2011, and is building the Polish manufacturerinto a major force in the United States.

AGRR: What do you see as the biggest challenge in theindustry right now? SS: The biggest challenge is providing a quality product

the customer can rely on. I have had many conversationswith customers stating that quality in the aftermarket hastumbled from years past. Many claim to have OEM qualityaftermarket windshields but fail to meet the requirements.


SS: I have been in this industry for so many years it is dif-ficult to imagine doing anything else. I would enjoy inter-national business consulting to help companies enter newcountries and markets.

AGRR: Name someone you admire and why.SS: He is not a celebrity nor is he famous, but Joe

Crowther is a man I admire and respect. Joe mentored methrough the challenges of the automotive glass industryand shared his knowledge and experiences with me, which isa reflection of who I am today as a professional. His integrityand tenacity with doing the right thing and taking care of thecustomer had a great impact on the way I conduct business.Joe is selfless in his professional efforts and leads by examplefor all to see and learn from. Joe is the best at what he doesand I use him as a sounding board to this day.

Keith Beveridge, 50, is senior vice presidentof Novus Inc./Shat R Proof Corp. (both whollyowned subsidiaries of TCG International Inc.).He is based in Savage, Minn. He went to the College of Wooster and received a bach-

elor’s degree in chemistry. He also holds a master’s degreein business administration with concentrations in market-ing/finance from the University of Michigan.Prior to Novus/Shat R Proof, he spent some time with

Dow Automotive as marketing manager. He also worked for

Steve Skorupa, NordGlass

Keith Beveridge, Novus Auto Glass


Jean Pero, Mygrant Glass





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Pilkington, where Beveridge held numerous positions withhis last beingmanager of wholesale expansion and logistics.Beveridge serves as chair of the NationalWindshield Re-

pair Association’s Repair of Laminated Auto Glass (RO-LAGS™) Committee and on the NWRA Board of Directors.


KB: The “AGRR squeeze-play” is the biggest chal-lenge. Auto glass industry retailers are being squeezedby: 1) overcapacity at the AGR wholesale segment of thechannel, which results in limited price differentiation;and 2) major AGR retail customers (insurance compa-nies, networks and fleets) leverage their own purchas-ing power to demand lower prices with ever increasingservice requirements.


KB: I would be a golf pro but since that is very unlikely, Iwould likely be in a senior management position with an-other franchising or AGR company.


KB: “Do what you can, with what you have and whereyou are” —President Theodore Roosevelt “Anyone who has never made a mistake has never tried

anything new.” —Albert Einstein

Brian Bauer, 57, is vice president of sales for Pittsburgh-based Pittsburgh Glass Works. He graduated from NorthernIllinois University with a major in marketing and a minorin economics. Bauer has held positions in the automotive supply in-

dustry his entire career, serving both the original equip-ment manufacturers and the aftermarket side of thebusiness. Most recently he served as vice president busi-ness development for Schrader-Bridgeport; vice presidentand general manager at Standard Thompson and SchraderBridgeport; and territory director, PGW Glass (branch salesand operations, strategic planning).


BB: The biggest challenge is low organic growth in re-cent years, which has caused continued pressure on alllevels, challenging distributors and installers to improveoperations in order to maintain margins continuously.Under these conditions the industry is constantly forcedto evaluate service levels and effective marketing to main-tain share.

AGRR: What would you be doing for a living if not what

you do now?BB: I would be mentoring and motivating co-workers in

any challenging industry. Easy is boring.AGRR: Do you have a favorite quote or saying you can

share? BB: As my Dad always taught me; “Do as much as you

can, not as little as you can.”

Tom Feeney, 61, serves as president and CEOof Safelite Group based in Columbus, Ohio. Heholds a bachelor’s degree in accounting from LaSalle University in Philadelphia. Feeney has held a variety of positions within Safelite

since joining the company in 1988, including senior vicepresident of retail operations and group senior vice pres-ident. Moreover, he has served as senior vice president,client sales and support, as well as executive vice presi-dent and chief client officer with responsibility for Safe-lite Solutions. As president and CEO of the national chain, Feeney has

led a number of major acquisitions, including that of Dia-mond Glass in 2008; Cindy Rowe Auto Glass later that year;IGD Industries’ auto glass repair and replacement assets in2009; and Giant Glass earlier this year.Prior to joining Safelite, Feeney was vice president of

franchise operations for Tenneco Automotive Retail. Healso spent time with Hertz Corp. and American Interna-tional Rent-a-Car.


TF:Over the last few years the industry has been hit hardby lack of weather, lack of consumer confidence, high gasprices and decreased miles driven. That makes the industryatmosphere tense—everyone is fighting to keep their shareof the pie, but the pie is getting smaller. Add to that the im-pact of repair versus replacement and you have an inter-esting industry dynamic. The winners in this industry willbe those companies that accept the industry market forwhat it is and put their efforts, energy and investments intodifferentiating their business and exceeding the needs ofthe customers they serve.


TF: It is hard for me to see myself in any other line ofbusiness. Since graduating college in 1974 I have been inthe automotive service industry and it is a sector that I trulyenjoy. I am celebrating my 25th anniversary with Safelite inJune and look back with fondness on what we haveachieved and look forward with great anticipation on what


Tom Feeney, Safelite AutoGlass


Brian Bauer, Pittsburgh Glass Works




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lies ahead for our company.AGRR: Do you have a favorite quote or saying you can

share?TF:Rather thanshareaquote, Iwill shareapersonalphilos-

ophyIstronglybelieve inandstrive toadhere to inmydaily life:“Let’s make progress ... not promises. Let’s follow our

own path ... not the crowd. Let’s listen ... not lecture. Let’sgive more of ourselves... not ask for more of others.”

Insurance agent Jon Fransway, 52, isbased in Eden Prairie, Minn., and hasworked as a safety advocate in the industrysince his sister’s death in 1999 due to an al-legedly improperly installed windshield. He has appearedon several news programs from 20/20 to ABC to Fox News,NBC and CBS, as well as attended numerous auto glassconventions. He is also a member of the Auto Glass SafetyCouncil™ (AGSC)Marketing Committee and was honoredby the AGSC in September 2011 with the Carl F. Tompkinsachievement award.Fransway attended the University of Wisconsin at River

Falls and received a bachelor’s degree with an emphasis incriminal emphasis.


JF: The biggest challenge is proper windshield replace-ment in the aftermarket. I focus on education and trainingof glass shops and technicians.


JF: I would educate and train the glass industry withproper techniques and procedures with the ever-changingglass in a vehicle.


JF: “Do the job right the first time.”

David Osland, 43, is vice president of mar-keting and product development for Shat RProof and Novus Inc., both of which are whollyowned subsidiaries of TCG International Inc. He holds a bachelor’s degree from St. Olaf College, in

Northfield, Minn.During the past 11 years at Novus/Shat R Proof Corp.

Osland has served as vice president of marketing and

product development and was previously director ofmarketing and product manager. Prior to joiningNovus/Shat R Proof Corp, he was with Honeywell Inter-national where he held numerous product and market-ing management positions over a ten-year period.


DO: Industry consolidation over the past ten years has leftus with only big dogs and little dogs in the retail market. Thebig dogs are fighting for control over insurance companiesand fleets while the little dogs are left to fight among them-selves for the remaining work. As they fight for that work, theyare doing the job for a lower margin and trying to make upfor it by saving money on lower cost products—all the while,creating a bigger divide between themselves and the big dogs.


DO: I would love to say something exciting like fishingguide or head greens keeper at Augusta National, but Iwould likely hold a marketing or productmanagement/leadership position in a two-step distribu-tion industry.


DO: “One-hundred percent of the shots you don’t takedon’t go in.” —Wayne Gretzky

Trying something, anything, gives you the opportunityto succeed. The surest way to fail is to not try. For most of hisprime playing years Gretzky led the NHL in goals, but healso led the league in shots taken (and missed shots). Sonext time you let doubt stymie your ideas, go for it. If itdoesn’t work, learn from it, move on and try again.

John King, 63, is vice president of aftermar-ket at Sika Corp., based in Lyndhurst, N.J., withoffices in Madison Heights, Mich. He graduatedfrom Western Michigan University where heearned business and education degrees.Prior to working for Sika, King was a heavy truck sales

manager and automotive aftermarket regional managerwith Federal Mogul Corp. in Southfield, Mich.


JK: Ensuring the safety of all auto glass installations isour industry’s biggest challenge. The low cost of entry forpersons wanting to get into the auto glass business results

Jon Fransway, Safety Advocate

David Osland, Shat R Proof

John King, Sika Corp.





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inmany people installing auto glass who do not obtain cor-rect training on installation procedures.The role of training should be a “joint initiative” of both

the glass shop companies and the auto glass adhesive sys-tem manufacturers. If all installers were properly trainedand used the correct adhesive system materials then thepublic would be much safer.AGRR:What would you be doing for a living if not what

you do now?JK: Having been a school teacher, basketball coach, in-

surance agent, automotive parts salesman, and eventuallya sales and marketing management executive—first in ve-hicular parts and now in adhesives and sealants—at thecore, they were all about “how to deal with people.” While I would have loved to play professional golf, I sim-

ply wasn’t talented enough to even come close to doing so.Therefore, I trusted the Lord to lead me wherever he chose.Sixteen years ago, He led me to Sika, where I have enjoyedworking for a wonderful company, which services many in-dustries, one of which is the auto glass industry.AGRR: Do you have a favorite quote or saying you can

share? JK: Proverbs 3:5: “Trust in the Lord with all your heart,

and lean not upon your own understanding. Seek His will inall you do, and He will direct your path.”

David Casey, 62, is president of SuperGlassWindshield Repair Inc., in Orlando, Fla. He attended Pueblo Jr. College in Pueblo,

Colo., where he received an associate’s de-gree in drafting. Casey is also a certified windshield repairtechnician with the National Windshield Repair Associationand sits on the organization’s board of directors. From 1987 to 1983, he was a windshield repair techni-

cian at the Kier System in Denver. From 1983 to 1992, heserved as a repair technician, trainer and president at StarTechnology Windshield Repair in Boulder, Colo. Casey hasserved as president and co-founder of SuperGlass Wind-shield Repair in Orlando, Fla., for the last 20 years. AGRR: What do you see as the biggest challenge in the

industry right now? DC:Getting the motorists all of the information available

so they can make an educated choice regarding repair orreplacement and which company they would choose. Themethods used by insurance companies to solve their poli-cyholders’ glass issues seem to focus more on efficiencyrather than best serving the policyholder.A fair, open free market where motorists are introduced to

all of their options would change the face of the repair indus-

try and save consumers money, their original factory sealand lessen the environmental impact. It would also allowmotorists to make their repair and replacement decisionsbased on the quality and value of the companies offeringthose services.AGRR: What would you be doing for a living if not what

you do now?DC: After 32 years growing windshield repair it’s hard to

imagine what I would enjoy more (or be more qualified for).My position is now a mission more than a job. When I wasin my 20s I bought, sold and traded horses in Colorado.That would be my second choice after SuperGlass.AGRR: Do you have a favorite quote or saying you can

share? DC: “The bitterness of poor quality remains long after

the sweetness of low price is forgotten.” —Unknown

Allan Skidmore, 66, is based in Burnaby,British Columbia, and is chairman and CEO ofTCG International, which owns Novus Inc. andShat R Proof. Skidmore earned a business administration degree from

Vancouver City College in 1967, the same year he beganworking at his family-owned company. He has worked arange of positions from sales to CEO.AGRR: What do you see as the biggest challenge in the

industry right now? AS: The biggest challenge is insurance versus cash cus-

tomers. This is being popularized by a few vendors.AGRR: What would you be doing for a living if not what

you do now?AS: I would be traveling, golfing, working and doing di-

rectorships within the communications business. I wouldalso be in real estate development.AGRR: Do you have a favorite quote or saying you can

share? AS: “You can fool all the people some of the time, and

some of the people all the time, but you cannot fool all thepeople all the time.” —Abraham Lincoln

Troy Mason, 47, is the president of TechnaGlass Inc. in Salt Lake City, Utah. He has beenin the glass business for 25 years, and foundedTechna Glass in 1991—22 years ago.He attended the University of Utah for three years, but

ultimately received his degree from the University of

Allan Skidmore, TCG International, The Skidmore Group

Troy Mason, Techna Glass Inc.


David Casey, SuperGlass Windshield Repair




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Maryland. He sits on the board of directors for the AutoGlass Safety Council™ and the National Windshield Re-pair Association.

AGRR:What do you see as the biggest challenge in theindustry right now?

TM: Quality of installations and cash versus the insur-ance side of the business.We need to meet our customers’expectations in price and quality, even those details theycannot see.

AGRR:What would you be doing for a living if not whatyou do now?

TM: I have been in the glass businessmywhole life, otherthan seven years in the U.S. Air Force. I am a rated pilot, so,if I wasn’t at Techna Glass, I would fly!


TM: “What works best and is in the best interest of thecompany?”“How can we make it better today than yesterday?”

Rich Campfield, 55, is based in GrandJunction, Colo., and serves as president ofUltra Bond Inc. and president of the Na-tional Windshield Repair Association(NWRA).He went to East Stroudsburg University in East

Stroudsburg, Pa., where he received a bachelor’s degreein management. Campfield has been self-employed since graduating col-

lege. He started a windshield repair business in1986 and de-veloped and patented the multi-viscosity method for longcrack repair and became a windshield repair manufacturerin 1990. In 1994, Campfield became a co-founder of the Na-tional Windshield Repair Association and still sits on itsboard of directors today, currently as president. He also isa member of the ROLAGS Committee.


RC: The biggest challenge is the antitrust, unfair com-petition and conflict of interest in having a competitorand windshield manufacturer as an insurance third-party administrator. The subsequent interference withfree enterprise has halted all-new advanced technologyfrom the repair industry and has damaged the consumertremendously.


RC: I would be self-employed in an industry that has in-volvement or connection to the insurance industry.


RC: “Go ahead, make my day.”

David Rohlfing, 60, is president of Wind-shield Centers, based in Chicago. From 2004 to 2011, Rohlfing served as pres-

ident of Glass America. Prior to that, he waswith Belron International. Rohlfing currently serves as thevice president of the Auto Glass Safety Council™.Rohlfing got his start in the industry in 1972 as an auto

glass installer trainee at a small company in Florida. Hefounded Windshield Centers early this year after more than40 years in the industry.


DR: How do you differentiate your business from oth-ers in the marketplace? Finding ways to separate from theherd and standout is critical to finding success. Thosewho do find “it” and execute “it” will find success in thelong term.


DR: I’m not sure. As a close friend says of himself, “I onlyhave one talent.” I can’t imagine doing anything other thanbeing in the glass industry. Of course I would love to be aprofessional golfer, but that’s not happening.


DR: “Attack each day with an enthusiasm unknown tomankind.” —Jack Harbaugh“Money will buy you a pretty good dog, but it won’t buy

the wag of his tail.” —Josh Billings

Antonio Tam, 61, is managing director ofXinyi Auto Glass (North America) Corp. Tam has a Masters of Science from the Uni-

versity of Rochester, Rochester, N.Y. He hasspent 30 years in the glass industry.


AT: I have been involved with the glass industry for solong now that I really cannot think of anything else that Imight want to do instead.

Rich Campfield, Ultra Bond

David Rohlfing, Windshield Centers

Antonio Tam, Xinyi Auto Glass (North America) Corp.





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David Doherty has served as national director of autoglass operations forMinneapolis-based ABRA Auto Body &Glass for more than 16 years. In this role, he manages thecompany’s auto glass segment, including sevenmajormar-kets: Atlanta, Salt Lake City, Denver, Minneapolis, Milwau-kee, Nashville, Indianapolis, St Louis and Memphis; plusthree new markets that will be offering auto glass services;Indianapolis, Saint Louis, and Seattle.Prior to taking on this role in 1996, he served as na-

tional sales manager for Bloomington, Ill.-based GlassSpecialty, where he handled nation sales, including thoseinvolving insurance companies, major fleet accounts anddealerships.Prior to the National Sales Manager position David

was the northern Illinois Operations Manager, for GlassSpecialty System.Doherty attended the College of DuPage.

Bob Scharaga serves as president of San Diego-based AllStar Glass, which he co-founded with his father, Sam, whopassed away six years ago at the age of 81. “One of the key fac-tors is that we work—we’re here most of the time,” Scharagatold AGRR™magazine/glassBYTEs.com™ in a 2007 interview.“We kind of consider ourselves the Nordstrom of the glass in-dustry. Whatever the customer wants we try to fulfill theirneeds—no ifs, ands or buts. Our philosophy has always beento take care of the customer, whatever you have to do.”

John Cox is the director of glass operations for Belle Tire.The Royal Oak, Mich.-based company began offering autoglass in October 2007, with Cox at the helm of the new divi-sion. Cox not only led the entry of the company into theauto glass market, but also led the company’s decision tobecome registered with the Auto Glass Safety Council™(AGSC). Additionally, the company was one of the first toundergo random a AGSC validation audit in Spring 2010 asthe program got underway.

Brock Bulbuck serves as president and chiefexecutive officer of the Winnipeg, Manitoba-based Boyd Group, which owns Autobody andGlass, Gerber Collision and Glass and Gerber Na-tional Glass Services. In addition, the company recently ac-quired Chicago-based Glass America. Bulbuck has been withthe ever-expanding chain since 1993, and, according to in-formation from the company, is responsible for the com-pany’s strategy, operations and performance.

Don Michelotti has served as executive vicepresident for Carlex for more than two years.Prior to that, he was vice president of manufac-turing for Zeledyne, which sold its Nashville fa-cility and the Carlite aftermarket business to Carlex in April2011. Michelotti had joined Zeledyne in 2009 after 30 yearswith PPG Industries and then Pittsburgh Glass Works (PGW),when PPG divested its auto glass business in 2007. He startedout with PPG in 1978 and held a number of manufacturingand sales positions before being named global account man-ager for the original equipment business in 1996 and went onto serve as director of sales and program management from1999 to 2004. In January 2007, he became director of N.A.plant operations and served in the same position for PGWafter its divestiture by PPG in 2008.

Terry Radcliff is the global aftermarketcommercial director for Dow AutomotiveSystems. Radcliff entered the industry in1991 with Essex Specialty Products, a sub-sidiary of the Dow Chemical Co., working in NorthAmerican Japanese transnational accounts. He has heldnumerous sales management roles over the past 21years, with a focus on Asia Pacific sales for the company.Radcliff has also held sales manager roles for the com-pany's General Motors account as well as its Japanese,Korean and European accounts.

Don Michelotti, Carlex

Terry Ratcliff, Dow Automotive Systems

Brock Bulbuck, Boyd Group

John Cox, Belle Tire


Most Worthy of MentionThere are a few people who did not respond to our request for information, but the AGRR™ staff and our panel of experts felt strongly should be included. These are as follows (in alphabetical order by company).

Bob Scharaga, All Star Glass

David Doherty, ABRA Auto Body & Glass




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KerryWanstrath has been the president ofGlass Technology in Durango, Calif., for thelast 29 years. He is a past president of theNa-tional Windshield Repair Association(NWRA) and currently sits on its board of directors.

Doug Linder has been in the industry since 1983, whenhe joined his father’s company, Mr. Go-Glass in Salisbury,Md. In 1992, he purchased the business from his dad, LarryLinderer, and added three more stores. In 2005, the com-pany acquired Bennett’s Action Glass in Dover, Del., andBennett’s Seaside Glass in Lewes, Del. Expansion contin-ued in 2008 when the company acquired Seger Glass inEaston, Md.

Jim Latch currently is the president and managing part-ner of Guardian Auto Glass, LLC.He began his PPG career in the auto glass business in

1980 in Human Resources. In 1984 he moved into salesand marketing for auto replacement glass (ARG) and be-came zone manager in 1990 for the West. Latch moved toPPG's corporate office in 1992, first as manager, corpo-rate planning for PPG; then to director of business de-velopment for ARG. Next, he served as general managerand later president of LYNX Services and general man-ager of insurance and services, which comprised bothGTS Services and GLAXIS. He moved to Strongsville, Ohio, in 2002 as general

manager, North American automotive refinish. In 2003South America was added and he became the generalmanager refinish Americas. In 2005 he returned to Pitts-burgh as general manager, automotive aftermarketNorth America to include automotive refinish, ARG, andinsurance and services.He was named vice president, automotive replace-

ment glass and services in 2006. In 2007, OEM automo-tive glass sales was added, and he became vice presidentcommercial enterprise auto glass and services in 2008.Then, with the sale of auto glass and services to Kohlbergand Co., he became executive vice president with PGW.He became president of Guardian Auto Glass LLC in2010.

Mike Mygrant runs Hayward, Calif.-based MygrantGlass. The company was founded in 1926 as a retail shop byMike’s grandfather, Harry Mygrant. That company, HarryR. Mygrant Glass & Glazing, was passed to Harry’s son(Mike’s father), Robert Mygrant in 1945. He transitioned thebusiness to wholesale in 1952 and grew it to as many as sixlocations by 1966.Mike took over the one remaining location in 1979, and

is now general manager of the company, which has morethan 50 locations throughout the United States. Most re-cently the company acquired the assets of Bartelstone GlassDistributors and Wholesale Glass Distributors (WGD),marking Mygrant’s entry into the New York and New Jerseymarkets with four new locations.

Bill George is the director of marketing forNSG Pilkington. He has been with the com-pany for 16 years, and participates in the de-velopment and implementation of thecompany’s North American automotive replacement glassstrategic plan, along with management of key customers,development and implementation of the centralizedstrategic price direction and methodology, overseeing thegeneral management of the Pilkington Classics divisionand ensuring the company’s compliance with ISO9001:2008 procedures.In addition, he spent nearly two years as director of

emerging markets for the company from 2001 to 2003.George received his bachelor’s degree in marketing man-

agement from Youngstown State University.

Dan Prochaska has been vice president and generalmanager of automotive replacement glass for PittsburghGlass Works LLC (PGW) in Pittsburgh since June 2011. Hejoined the company in April 2010 as vice president of autoglass replacement sales and branch operations. He joinedthe company after leaving Ace Hardware, where spent morethan 14 years in various roles ranging from vice president ofsupply chain to national director of distribution and trans-portation, having started as a regional retail support man-ager with the company in Dallas in May 1995.Prochaska also spent five years prior to that with Payless

ShoeSource, serving as operations manager. �

Kerry Wanstrath, Glass Technology

Doug Linderer, Mr. Go-Glass

Jim Latch, Guardian Auto Glass LLC

Mike Mygrant, Mygrant Glass

Bill George, NSG Pilkington

Dan Prochaska, Pittsburgh GlassWorks





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What’sthe real

deal?The New Health Care Law Leaves

Auto Glass Company Owners Scratching Their Heads

by Jenna Reed

AFTER YEARS OFdebate, compre-hensive health

care reform is set to go intopractice January 1, 2014. TheAffordable Care Act appearsto have left many auto glasscompany owners shaking theirheads over the possible impactthis new act could have on their

businesses and employees. Companies with more than 49technicians will likely look to cut employee hours, predictsRene Masiongale, human resource director for Glass Doc-tor. The company has more than 350 employees.“I don’t think we’ve seen the worst of things yet,” she

says. “From everything I’ve seen, 2014 will be pivotal. Em-ployees think that if they work for a company that has lessthan 50 employees, that they won’t be affected. For compa-nies who have over 49 technicians, get ready for a cut inhours. Companies will want to get a technician to 30 hoursor less.”Under the law, small businesses with fewer than 25 em-

ployees whose average wages are less than $50,000 canget a tax credit equivalent to 35 percent of the employers'contribution to the workers' premiums, according to a re-port in The Huffington Post at http://www.huffington-post.com/wendell-potter/small-businesses-wanting_b_3037439.html. The tax credit is slated to reach 50 percentnext year.Also in 2014, companies with fewer than 100 employees

can buy coverage through the online health insurance mar-ketplaces (referred to as exchanges). And starting next year,

insurers will no longer be able to increase small businesshealth insurance premiums dramatically because an em-ployee got sick or older, according to the report. However, the General Accounting Office (GAO) says

fewer small employers claimed the Small Employer HealthInsurance Tax Credit in tax year 2010 than were estimatedto be eligible. While 170,300 small employers claimed it, es-timates of the eligible pool by government agencies andsmall business advocacy groups ranged from 1.4 million to4 million, according to a GAO report. The cost of creditsclaimed was $468 million. Complex rules on full-time employees and average

wages also limit the credit’s use, according to the report.In addition, tax prepare groups GAO met with generallysaid the time needed to calculate the credit deterredclaims.

Larger Company PerspectiveMasiongale says the complexity of the new act is pre-

venting many employers from taking advantage of credits.“There continues to be a substantial number of un-

known and unanswered questions,” she explains. “Em-ployers and employees are confused and concernedabout the future under Obamacare.”She goes on to say that the new act has caused additional

work for companies in the form of additional research and“more time answering employees’ questions and address-ing their concerns.”When directly asked if she sees the new act as beneficial

or detrimental, Masiongale says it is both.“Some positives for the employees: Everyone will be

entitled to a health care plan and have the benefit of ex-



http://www.huffington-post.com/wendell-potter/small-businesses-wanting_b_3




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emption of pre-existing conditions,” she says. “It is detri-mental to an employer because health care must be pro-vided to all employees or the employer will pay a penalty.In either case the employer must find way to fund the ad-ditional cost. Employers will be forced to cut hours andmost likely jobs.”She notes that Glass Doctor has tried to bear the major-

ity of the cost internally and not shift this onto employees. “But [we] find that employees are still upset because

‘our health care benefits are getting worse.’ At the end ofthe day, they look at the net of their paycheck and find thatthey are making less and that is what affects them most,”she says. Her advice to other companies in the industry is for their

management to work closely with the company’s insurancebroker.“Keep the lines of communication open to employees. It

is imperative employees understand the burden employerswill bear under Obamacare,” Masiongale says.

Smaller Company PerspectiveKerry Soat, CEO of Fas-Break in Chandler, Ariz., is a li-

censed health insurance agent, in addition to running anauto glass company. He offers individual policies to tech-nicians who desire coverage. “I believe a large number of companies will start to

look for ways to eliminate their need to even address thisissue by breaking their companies into under 50 em-ployee companies to get out of buying health insurance,”he says. “We are already seeing companies going to part-time employees from full-time employees to get out of it.” He also noted that if a technician does not have health in-

surance, the technician is subjected of a fine of $695 in 2016.According to FactCheck.org, the minimum assessment

will be $695 per person (but no more than $2,085 perfamily) in 2016, when the penalty is fully phased in. Theamount can be higher depending on income. But thereare exemptions for low-income persons and others.“Without everyone buying insurance this program is

doomed to fail before it even begins due to cost over-runs,” Soat says. “It is truly a monster when you look at itfrom a company’s point of view. [If companies do breakup into smaller entities with under 50 employees] every-one will then be faced with buying their own health in-surance policies on the open market.”

Health Care Act Includes HHS MandateAn important fact to keep in mind about the new health

care act is that on February 15, 2012 the Obama Administra-tion published a final rule mandating contraception and ster-ilization coverage in almost all private health plansnationwide, with a narrow exemption for some religious em-ployers. The rule was published by the Department of Healthand Human Services (HHS), Department of Labor and Depart-ment of the Treasury. According to that rulemaking, “Section 2713 of the PHS

(Public Health Service) Act, as added by the Affordable CareAct and incorporated into ERISA (Employee Retirement IncomeSecurity Act) and the Code, requires that non-grandfatheredgroup health plans and health insurance issuers offering groupor individual health insurance coverage provide benefits forcertain preventive health services without the imposition ofcost sharing. These preventive health services include, withrespect to women, preventive care and screening provided forin the comprehensive guidelines supported by the Health Re-sources and Services Administration (HRSA) that were issuedon August 1, 2011.”The HRSA Guidelines require coverage for ‘‘all Food and Drug

Administration [(FDA)] approved contraceptive methods, ster-ilization procedures and patient education and counseling for allwomen with reproductive capacity, as prescribed by a provider,”according to that rulemaking. The exemption for “religious employers” pertains to the fol-

lowing groups, according to the Federal Register announcement.“A religious employer is one that: (1) Has the inculcation of re-ligious values as its purpose; (2) primarily employs persons whoshare its religious tenets; (3) primarily serves persons who shareits religious tenets; and (4) is a non-profit organization de-scribed in section …”What are the legal implications of this mandate? In an arti-

cle in the National Review writer Ed Whelan addressed thatissue. “It ought to be a simple matter for anyone to recognizethat the HHS mandate substantially burdens an employer’s re-fusal, for religious reasons, to provide health insurance that cov-ers contraceptives and abortifacients. Simply put, the HHSmandate makes such refusal illegal and subjects the refusingemployer to massive fines. Under clear Supreme Court prece-dent, this plainly amounts to a substantial burden.”“As the Supreme Court has made clear, it is not the proper

business of the courts to impose their own view on what con-stitutes improper complicity in immoral conduct,” he adds. �

“ The re c o n t i n u e s t o b e a s ub s t a n t i a l n umbe r o f u nknown a nd un an swe re d q u e s t i o n s . Emp l oye r s a n d emp l oye e s a re c o n f u s e d a nd c on c e r n ed a bou t t h ef u t u re u nde r Ob ama c a re . ” —Rene Ma s i o n g a l e , G l a s s D o c t o r




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W G R R e p o r t sr e p a i r n e w s

focu

s on

R

EP

AIR

NWRA SurveysMembers

N A T I O N A L N E W S

THE NATIONALWINDSHIELD REPAIR ASSOCIATION(NWRA) is surveying its members about the inspec-tion programs that many insurers are now conduct-

ing for windshield repair claims.With reports of inspections prior to repair authorization

becoming more common, the NWRA is looking to learnmore about this issue.

“NWRA is going to access both the impact and fairnessof these inspections as well as any restraint-of-trade impli-cations,” says Rich Campfield, NWRA president.

“We have noticed that repairs are halted by being called-out for inspection and then the inspection never happens,”he adds.

He says the NWRA plans to quantify which compa-nies are doing the inspections, as well as assess con-sumer inconvenience. NWRA also plans to determineand what criteria are used to trigger inspections prior torepair authorization.

“Is this just another steering tactic,” he adds. “Are onlynon-participants (non unaffiliated network members) sub-ject to inspections?”

All retailers engaged in repair can take the survey athttp://www.surveymonkey.com/s/wsrepair. �

NWRA officials hope to obtain information about whereinspections are taking place and how often.

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Safelite AutoGlass MakesPersonnel Moves

Safelite AutoGlass has hired MarkZickos as general manager for the At-lanta market, James White as generalmanager for Chesapeake, Va., pro-moted David Brown to general man-ager for Richmond, Va., andpromoted Justin Parker to marketmanager for Phoenix.

Brown has been with Safelite since2007 and previously served as ware-house manager for the EasternFlorida market.

Meanwhile, White previouslyworked at PepsiCo, where he was di-rector of market unit operations.

Zickos spent 26 years in differentleadership roles with the Frito-LayDivision of PepsiCo. He was a keypart of the leadership team that es-tablished Frito-Lay's largest distribu-

tion facility in Perry, Ga., according toofficials.

As for Parker, he began his Safelitecareer out of high school with a posi-tion in the warehouse, according to of-ficials. He quickly moved up to atechnician position, which he held for12 years before becoming a store man-ager and then technician manager inTucson, Ariz.

Fannin Auto Glass Owner isVictim of Motorcycle Accident

Eric Fannin, owner of Fannin AutoGlass in the Springfield and KansasCity, Mo. area, passed away Sunday af-ternoon following a motorcycle wreck,according to local reports

According to KY3, Fannin went offthe left side of the road, striking a rockbefore going airborne. Despite report-edly wearing a safety device, he died at

the scene.Fannin Auto Glass was originally

founded in 1958 by his father, Jack Fan-nin, and installed a variety of autoglass. Eric Fannin ran a separate autoglass shop, later merging with his fa-ther's business to form the currentFannin Auto Glass, which serves as awholesale retailer. Eric's son, Travis,now runs the business, according thecompany website.

i n d u s t r y i n s i d e r sp e o p l e i n t h e n e w s


Calling All ReadersDo you have new employees,promotions or other news to

report? Please send your company’s personnel news

to [email protected].





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BTB Launches ZSpade BladesBTB’s new Z Spade Blades can be

used in the company’s power tools orwithmanualhandles.Theywill cut inei-ther direction by pushing forward orpullingbackwardagainst serratededges.The blades are designed to offer

precise stability and control with their40 millimeter-wide flat surface restingon the glass or panel, according tocompany officials.�� www.btbtools.com

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window is removedusingoutwardpres-sure, according to the company. Thesystem requires no wires nor knives anda quarter-glass can be removed in as lit-tle 2 minutes, while back windshieldscan be removed in less than 10 minutes,according to the company.

Company officials say their InvisibleHeat system can easily reach curvesand deep pockets in the glass.�� www.theinductor.com � Cobalt Sponsor of Auto Glass Week™ 2013



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Adhesives/SealantsAUTO GLASSADHESIVE SYSTEMSSHAT-R-PROOF CORP.12800 Hwy. 13, Suite #500Savage, MN 55378P: 952/946-0450F: 952/[email protected]

Auto GlassNATIONAL GLASS BROKERS LLC3115 Fry Rd., Suite #302Katy, TX 77449P: 281/599-1550F: 281/599-8158www.nationalglassbrokers.comsales@nationalglassbrokers.com

RV GLASSCOACH GLASS1400 Cross St.Eugene, OR 97402P: 800/714-7171F: 888/[email protected]

WINDSHIELD MFS.CARLEX7200 Centennial Blvd.Nashville, TN 37209P: 877/377-4527

Information SourcesASSOCIATIONSAuto Glass SafetyCouncil™385 Garrisonville Road,Suite 116Stafford, VA 22554P: 540/602-3252 www.agsc.org

NATIONAL WINDSHIELD REPAIR ASSOCIATION385 Garrisonville Road,Suite 116Stafford, VA 22554P: 540/720-7484F: 540/[email protected]

PUBLICATIONSAGRR™ MAGAZINE Key Communications Inc.P.O. Box 569Garrisonville, VA 22463P: 540/720-5584F: 540/720-5687www.agrrmag.com

Tools and SuppliesEQUALIZER INDUSTRIES INC.2611 Oakmont Dr.Round Rock, TX 78665P: 512/388-7715F: 512/[email protected]

Windshield Removal ToolEXTRACTOR/CRYSTALGLASS CANADA9508 - 45 Ave.Edmonton, AB T6E 5Y9CanadaP: 877/628-8837F: 780/438-5915 www.extractortools.com

Windshield Repair ProductsDELTA KITS INC.1090 Bailey Hill Road,Suite AEugene, OR 97402P: 800/548-8332F: 541/345-1591www.deltakits.com

REPAIR SYSTEMS & SERVICESGLASS MEDIC7177 Northgate Way, Ste. CWesterville, OH 43082P: 614/891-9222 F: 614/891-9227www.glassmedic.com

AEGIS TOOLS INTERNATIONALP.O. Box 259688Madison, WI 53725-9688P: 608/274-9254 F: 608/[email protected]

WINDSHIELD REMOVAL TOOLSA.N. DESIGNS INC./ ULTRAWIZ®111 Putter LaneTorrington, CT 06790P: 860/482-2921F: 860/482-8585www.ultrawiztools.com

WINDSHIELD REPAIR SYSTEMS AND SUPPLIESBLUE STAR PRODUCTS INC.355 Marcus Blvd.Hauppauge, NY 11788P: 631/231-5222F: 631/231-5544www.bluestar-products.com �

T H E S H O W C A S Ed i r e c t o r y o f s u p p l i e r s

To place a Supplier’s Guide listing please call Tina Czarat 540/602-3261 or email [email protected].

Rates start at $395 per listing and run for an entire year.

View the News in aWhole New Way

Watch the Monthly

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AGRR™ MAGAZINE

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c a l e n d a r o f e v e n t s

o n t h e r o a d

D A Y / P L A N N E R

ADVER T I S ING INDEX

For more information on these companies’ products, visit http://products.agrrmag.com.

September 18-20, 2013Auto Glass Week™ Co-Sponsored by AGRR magazine, the AutoGlass Safety Council, the Independent GlassAssociation, the National Glass Associationand the National Windshield Repair Association. Includes the Auto Glass Repair and Replacement Olympics Tampa Convention Center and the Tampa Marriott Waterside Hotel and Marina

Tampa, Fla.Contact: AGRR magazine at 540/720-5584 orvisit www.autoglassweek.com

September 18-20, 2013International Window Film Conferenceand Tint-Off™Co-sponsored by WINDOW FILM magazine andInternational Window Film AssocationTampa Convention Center and the Tampa Marriott Waterside Hotel and MarinaTampa, Fla.Contact: WINDOW FILM magazine at 540/720-5584or visit www.windowfilmmag.com/iwfc

October 16-19, 2013International Autobody Congress& Exposition (NACE)Sponsored by Automotive Service AssociationMandalay Bay Convention Center Las Vegas, Nev. Contact: NACE at 972/536-6352 or visitwww.naceexpo.com

November 5-8, 2013SEMA Show 2013Sponsored by the Specialty Equipment MarketAssociationLas Vegas Convention CenterLas Vegas, Nev.Contact: www.semashow.com

2014September 16-20, 2014AutomechanikaSponsored by Messe FrankfurtMesse Frankfurt Exhibition GmbHFrankfurtContact: Messe Frankfurt at +49 69 75 75-0 or visit www.automechanika.messefrankfurt.com �

Visit www.agrrmag.com and click on “Industry Events”

to add your events to the calendar.

Page Company Phone Fax Web Address

47 A.N. Designs Inc. 866/482-2921 860/482-8585 www.ultrawiztoools.com

C4 AEGIS Tools International 888/247-6000 608/274-9395 www.aegistools.com

7 AGC Glass Company North America 800/251-0441 404/446-4234 www.us.agc.com

15 Creative Extruded Products 800/273-1535 937/667-3647 www.creativeextruded.com

11 Dinol 866/596-7772 740/548-1657 www.dinol.com

5 Dow Automotive Systems 800/453-3779 734/697-8228 www.dowautomotiveaftermarket.com

3 Equalizer Industries 800/334-1334 512/388-4188 www.equalizer.com

14, 49 Glass Technology Inc. 800/441-4527 970/247-9375 www.gtglass.com

1 Gold Glass Group 800/448-5188 631/981-4299 www.gggcorp.com

46 Induction Innovations Inc. 877/934-9233 847/551-3369 www.theinductor.com

44 Nelson Glass Tools 530/748-8880 Not Available www.glassbot.com

9 NordGlass 248/881-2904 Not Available www.nordglass.com

13 Personna 800/336-4061 540/248-7122 www.personnablades.com

C2 Pilkington North America 866/377-3647 419/247-3821 www.pilkingtonclearadvantage.com

C3 Precision Replacement Parts 800/367-8241 800/545-5083 www.prp.com

45 Shat R Proof Corp. 800/728-1817 952/946-0461 www.shatrproof.com

48 Sika Corp. 800/688-7452 248/577-0810 www.sikausa.com

49 Sunroof Express/Night Watchman Co.800/322-8867 586/498-2301 www.nightwatchman.net





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www.gtglass.com

www.gggcorp.com

www.theinductor.com

www.glassbot.com

www.nordglass.com

www.personnablades.com

www.pilkingtonclearadvantage.com

www.prp.com

www.sikausa.com

www.nightwatchman.net

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P r i c e P o i n t sc o m p e t i t i v e p r i c i n g a n d s t a t s

FOR ITS RECURRING PRICEPoints department, AGRR™surveyed five major cities in the

United States for the windshield re-placement on a 2011 Kia Sorento. Asusual, the companieswere told that in-surance will not be involved and thecustomer wishes to pay for the wind-shield out of pocket.

AGRR also asked shops to break outparts and labor. When available, this isnoted below. In some cases, shopswere not willing to provide the break-down—or would only include a por-tion of it—and this is notedaccordingly. �

2011 Kia Sorento

Calling All ReadersIs there a car you’d like to see featured in

Price Points? Please [email protected].

NAGS Part No. FW02361 • 3.5 Labor Hours (calculated at $40 per hour)NAGS Part Price: $237.55 NAGS Total: $377.55

Albuquerque, N.M.Total Price Glass Price Labor Glass % % off

off NAGS NAGS TotalShop #1 $200.00 $135.00 $85.00 -42.9% -47.0%Shop #2 $245.00 $190.00 $40.00 -20.0% -35.1%Shop #3 $230.00 $123.34 $40.00 -48.0% -39.08%Shop #4 $220.00 $90.00 $75.00 -62.1% -41.7%Average $223.75 $134.59 $60 -43.34% -40.7%Median $225.00 $129.17 $40 -45.62% -40.4%Detroit

Total Price Glass Price Labor Glass % % off off NAGS NAGS Total

Shop #1 $189.00 NA NA NA -49.9%Shop #2 $259.00 $113.07 $72.50 -52.4% -31.3%Shop #3 $190.00 NA NA NA -49.7%Shop #4 $150.00 $90.00 $60.00 -36.8% -60.2%Average $197.00 $101.50 $62.25 -57.3 -47.8%Median $224.00 $101.50 $62.25 -57.2% -73.1%Orlando, Fla.


Shop #1 $251.44 NA NA NA -33.4%Shop #2 $249.92 $130.00 $85.00 -45.3% -33.8%Shop #3 $246.75 $143.00 $90 -39.8% -34.9%Shop #4 $292.08 $147.78 $125.00 -37.8% -22.6%Average $260.04 $140.26 $100 -40.1% -31.1%Median $248.34 $147.78 $90 -37.8% -34.2Portland, Ore.


Shop #1 $317.00 NA NA NA -16.0%Shop #2 $395.33 $151.80 $140.00 -36.1% +4.7%Shop #3 $270.00 $100.00 $170.00 -57.9% -28.5%Shop #4 $310.46 $145.00 $120.00 -38.9% -17.8%Average $323.19 $132.26 $143.33 -44.3% -14.4%Median $313.73 $145.00 $140.00 -38.9% -16.9%Virginia Beach, Va.


Shop #1 $244.02 NA NA NA -35.4%Shop #2 $260.00 NA NA NA -31.1%Shop #3 $335.70 $235.00 $100 -1.0% -11.08%Shop #4 $209.25 $125.00 $75 -47.4% -44.6%Average $262.24 $180.00 $87.50 -24.2% -30.5%Median $252.01 $180.00 $87.50 -24.2% -33.2%*Figures calculated based on glass only.** For columns with N/As included, only the data available was averaged.

Total Price Glass Price Glass % Total %off NAGS off NAGS

National Average $253.22 $137.07 -42.3% -32.9%National Median $250.68 $132.50 -44.2% -33.6%





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� � � � � � � � #� � � � � � � � �

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Jul/Aug 2013 - AGRR Magazine

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