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Glass.net: How long have you personally worked in the auto glass industry?

Troy from American Auto Glass: I have worked with auto glass for 12 years and for the last three years with American Auto Glass.

Q: How often do you have repeat customers?

A: If we have serviced a customer, I would say 99% of the time we get the customer back if they need service again. Pretty much if we do auto glass work for a customer they will be a repeat customer. If they are a past customer we try and give them discounts for repeat service.

Q: Are customers surprised at your auto glass shop's level of service?

A: I don't know if they are surprised, but we take the approach that we are working on your vehicle which is your investment. We are trying to take care of our customers and give them the best possible service, products and timeframe. We give you the best all around service.

Q: Why do auto glass customers choose your shop?

A: Auto glass customers choose us for our mobile service, glass associations and BBB memberships. We also have customers that like us for discounts and pricing.

Q: Would you recommend Glass.net to others?

A: I would recommend Glass.net because of the quality and content of the jobs scheduled. Nine times out of ten the customer has the information they need before making the purchase decision.

As far a recommending Glass.net to another auto glass shop—I wouldn't for the simple fact of eliminating competition on Glass.net. I can tell others about service and they can make the decision from there. As far as being gung-ho to put another glass shop against me, I would say no.

Q: What type of auto glass customers buy from Glass.net?

A: People that are ready to buy, they are not shopping around a whole lot. These customers come from communities surrounding the Cincinnati area and are not going to be calling 15 glass shops. These people are busy and Bam, get three glass quotes from one service provider. I would say 90% of those visitors are ready to buy.

Q: Is there anything you want to add?

A: Being a smaller shop each customer is handled in a unique way. We try to work with our customers more than anything else—they are our income. We are not a big shop generating 50 to 60 orders a day, where 10% of those orders are not completed. All jobs are completed on the requested day unless there is a scheduling issue with the customer.

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Glass.net: How many years have you been doing auto glass replacement?

Ellis from E.R. Mobile Glass: Six years. I got my start with an experienced business partner and I got training under him.

Q: What advice would you give a person just starting out in auto glass replacement?

A: Be honest there are plenty of chances not to be honest, but you should treat everyone right.

Q: Did any of the hurricanes change the way you do business?

A: The hurricanes do increase our business since there is a lot of damage to glass. We were in the middle of Katrina and Rita and we got some calls because of that.

Q: How do you teach your employees about customer service?

A: We are a Christian business and we run our business like a Christian should. We treat everyone right according to the Bible. We treat others as we want to be treated. We just do our best every day.

Q: What sets you apart from your competition?

A: We are hometown people looking to make a living, offering fast and reliable services.

Q: What is the most important factor when choosing auto glass?

A: The most important consideration is getting the correct piece of glass at the right specification. Because there are so many varieties of glass it is important to get the correct glass for your vehicle so the installation can be done properly. It is also important to educate the auto glass customer on the installation process. Then comes the continued customer relationship.

Q: Do many of your customers know about mobile auto glass service?

A: We advertise our mobile auto glass service so people are surprised that we have shop. We started out strictly mobile, and now we have a traditional shop. We got the shop because of weather and some customers don't want mobile service. However, customers are still surprised that we come out to their work for mobile replacement.

A: Would you recommend Glass.net?

Q: I would recommend Glass.net to someone who is in a different state. The benefits of Glass.net are the 24 hour presence and 24/7 advertisements that are going constantly. Even when I am sleeping I know I am being advertised.

Q: How long have you been with Glass.net?

A: I have been with Glass.net for a year and a half. During that time about 30% of my jobs have come from Glass.net.

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Glass.net: How many years have you been doing auto glass replacement?

Stephen from GlassMax: I have been doing auto glass work for seven years.

Q: How do you teach your employees about customer service?

A: We explain in a round-table discussion session that customer service is number one. In the sessions, we give our customer service representatives the training they need so they can set the proper expectations on the phones.

Q: Are your customers surprised at your level of service?

A: A lot of our customers are wowed by our professionalism over the phone and processing their claim. They especially like it when we deliver on time as we are supposed to. We like to set a good expectation on workload, locations and geographic zones we are traveling into.

Q: What differentiates you from other auto glass companies?

A: We are more professional and organized when it comes to the claims process and the transaction. We are not just taking multiple orders and saying we will be there sometime tomorrow. We handle the process more professionally and more one-on-one with the customer. We try and set the proper expectation for what the customer is paying for.

Q: Would you recommend Glass.net to others?

A: Yes and no, depending on the market area and who else is in the market. A positive is the exposure from Glass.net, but the negative would be even though there is traffic, the banking of the transactions are not always consistent.

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Glass.net: How many years have you been doing auto glass work?

Tony from Good Shepherd Auto Glass: I started in 1994 at a warehouse for a major auto glass company and then went into the installation division. While installing I realized my true passion was customer service and answering phones. I left the company and worked for a couple of independent glass companies and managed several locations and startups. Then with one company in particular we went into a new territory with absolutely nothing. We nurtured it and turned the company into something worthwhile to talk about.

Two years ago I started my own company with two business partners. We started out with two guys and a laptop working in a van. We now have three trucks on the road full-time and five employees. We are growing in this economic time, up over 150%, which I do think you guys at Glass.net are a big part of. I like to look at you guys as a sales rep on the internet without having to pay for things like workers' compensation.

Q: How are you still growing in this economy?

A: It helps that we are diversifying and not relying wholly on the auto glass business. We have been branching out on the internet with Glass.net and other services. From my analysis we are getting over 25% of all our business from Glass.net. At one point the work coming from you guys was so overwhelming that I couldn't keep up and almost had to hire another person just to answer phones. But these are all good things and we are happy to have such problems.

I also want to mention this. You can tell by our name that we are a Christian organization from top to bottom. I give the Lord credit for our success in these down times. We start each and every day with prayer and conduct ourselves in a fashion to glorify Him and give Him credit.

Q: How do you teach your employees about customer service?

A: Honestly, I am the one on the phone. I try to treat others as I want to be treated, from the first contact to the end of the job. Glass.net does give me an advantage. I know who and what the customer has seen and work my way to the sale. Another important consideration is quick attention to the phone or email, but the most important portion is the follow up. A glass magazine said that most customers make purchasing decision in 15 minutes so your follow-ups have to be on time and attentive.

Q: What makes glass replacement service unique in Baltimore?

A: The same day service is extremely important around the Baltimore area. People living here commute to Baltimore, Philadelphia, and Washington DC. So if John Smith has a door glass busted out he can't afford to wait until the next day. It is very important to service him in a punctual, prompt manner, especially relating to tempered glass. Other unique considerations include working in parking garages and tracking customers down throughout the day.

Q: What factors should be most important to a consumer when choosing auto glass?

A: I have been an installer and on the customer service side of things. Our philosophy, although more expensive, is to put two technicians in each truck, especially for windshield replacements. Not only does this make our trucks more productive it also makes the installation better. I would tell a customer to really do your homework especially on a windshield. Think about the one man who is trying to set the glass. In our first two years of operation we have a warranty ratio of less than half of 1%.

Besides this, most customers are looking for price and how quickly their auto glass can be serviced. With cars costing around $50,000 why would you want to save $50 on a windshield and end up with a problem that will never go away. It is unfortunate that the customer is fixated on price, but with this economy so am I. When you explain the two technicians working together most people quickly understand our level of service and you can sell the job for a little more.

Q: Would you recommend Glass.net?

A: I would not recommend them to anyone in my market! Consider paying a salesman thousands of dollars, a car allowance, workers' compensation, and pay all those intangibles to go out and hopefully make money. It is a better investment to focus on the internet in a pay-per-job bases with Glass.net.

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Glass.net: How many years have you been in the auto glass industry?

Eric from IAS Autoglass Solutions: 11 years. I was unemployed and a neighbor of mine said, "Why don't you look into the auto glass industry." At the time there was an opening and I worked with that company eight years until I decided to start my own business.

Q: How do you teach your employees about customer service?

A: I trained my current employees myself and hired a guy I had worked with for seven years in my previous job. My previous job of eight years showed me the inner workings of the auto glass industry. For that reason I keep my business small so I can choose who works with me.

Q: Does the weather in Minneapolis change the way you replace auto glass?

A: Because the winters around Minneapolis are cold we use different adhesives on our replacements in cold weather. We bring portable heaters on our mobile service calls so we can change the glass in a customer's garage if it is unheated. This winter has actually forced us to change how we look at doing these installations.

Q: How often do you have repeat auto glass customers?

A: We do a lot of repeat fleet work, so yes we do have repeat customers. It is hard to say if we have repeats from Glass.net. After every auto glass job we leave a card so the customer can use us again if they have a future need.

Q: What advice would you give a customer when choosing an auto glass shop?

A: The quality of the material matters and a warranty is important. I also answer my phone 24/7, plus since we are a local shop we have a more personal touch. If a customer calls other auto glass shops they might get a call center in another city that doesn't know the area, directions to the customer's house or special climate considerations.

Q: What do customers most often complain about and how do you make them happy?

A: The biggest complaint we have is about timeframes. We try and service each of our customers inside the two hour window we set up. But if our first customer doesn't arrive on time it bumps back the next several appointments, which is outside of our control. That said, we get more compliments than complaints on our quality of work, timeliness and price.

Once we were sent out to work on a 2004 Honda Civic. The customer was price shopping and we were sent the job. Five minutes after we finished the job, the customer called and went on and on for 10 minutes. The customer expressed how happy they were about the job and the way we explained the "after installation" glass care. The call ended with the customer expressing that they would refer anyone to us for a new window.

Q: Would you recommend Glass.net to others?

A: Glass.net is an integral part of my business. It turns out that Glass.net costs more, but overall it has been a better source than other websites. Glass.net provides more volume than the other guys and I have not seen anything comparable to Glass.net.

Q: How long have you been with Glass.net?

A: I have been with Glass.net since July of 2007. Overall it has been good. My account managers have worked on my behalf to iron out issues as they have come up. All issues since the beginning have been worked out to my satisfaction.

Q: Is there anything else you would like to add?

A: The toughest part about a small business is getting your name out. We have gotten good volume through Glass.net and it is a resource that has worked well for us. I do wish that the service cost less, but quality costs. Glass.net has given us a lot of work although the order volume is sometimes low.

The Glass.net rating systems does wonders. When my auto glass company first started I was against two other independents. IAS Auto Glass survived because of the ratings and a price that was equal to or less than my competitors.

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Glass.net: How many years have you been doing auto glass work?

Mike from Patriot Auto Glass: I have been doing auto glass work for 12 years with multiple companies and then started Patriot Auto Glass about 2 years ago.

Q: How did you get your start in the auto glass replacement business?

A: I used to manage a pizza shop and one of my pizza drivers started an auto glass company. Later, when he needed a manager for his company he contacted me to help out. I then went on my own and started Patriot Auto Glass.

Q: How is your auto glass service different from a shop in another state?

A: Today people's time is worth more than money because of the commute in the Washington DC area. Mobile auto glass service is worth more here than in other markets. What differentiates Patriot Auto Glass is that when a customer calls they know get the owner. I am cell-phone accessible 24/7, even weekends. Oftentimes a person looking for auto glass calls just to leave a message, but I can often get the auto glass job going right then, before the weekend is over.

Q: How do you reach such a high level of customer service?

A: I treat everyone as if they are a friend or family member and greet them with a handshake before the job. Then after the job is completed I thank them and end with another handshake. Really it starts with the phone call and answering their questions. Customer service is about giving the customer information they need to make the best decision.

While I am replacing their auto glass I describe the process and precautions the customer should be aware of. Things such as the quality of the auto glass, how I prepare and install the glass and what primers and adhesives I use. I also include what precautions they should be aware of after I complete the job.

Q: What precautions should a new auto glass customer take?

A: I tell my customers not to slam their doors for the first 24 hours because the air pressure could displace the glass. Another precaution is not to drive with your windows down, air could travel to the back of the car and push out the back glass. High-pressure car washes can also dislodge auto glass and should be avoided.

Q: What do customers most often complain about and how do you make them happy?

A: Any customer who calls has a legitimate concern. Most won't call based on a whim. I treat all concerns as legitimate and offer to drive by and check the problem if they like. It is important to assure the customer and explain that their inquiry is reasonable, but nothing to be concerned about.

Q: What sets you apart from other auto glass shops?

A: The level of service I provide sets me apart. Patriot Auto Glass offers quality service at a fair price. My experience and expertise enables me to explain why a customer needs a certain part, making the customer feel comfortable. I also tell my customers that my service is going to cost more and explain why. There is a dollar value on people's time. Most customers are willing to spend the extra dollar for quality service and mobile auto glass replacement.

Q: Would you recommend Glass.net

A: Absolutely! Glass.net is all over the web—they are everywhere. The ads are going to get people clicking and coming to the Glass.net page. Once on the site auto glass customers are presented with an informative bipartisan view so they have options. This is impressive since the customer is asked only the most basic information to complete the quote. The only information that is need is a zip code and a phone number. Other websites require more information and that gives Glass.net the advantage.

Glass.net is very profitable for me. For the first nine months I got 60% of all my jobs from Glass.net. I don't get as many now, but I have established other accounts. Another great thing about the site is that you can adjust the pricing as your auto glass business dictates. The last thing an auto glass shop wants is too much business. Glass.net lets you raise and lower prices giving your customers the service they deserve.

Q: How long have you been with Glass.net?

A: I started with Glass.net in June of 2007. The first year saw high order volume. I could have as many auto glass jobs or as little as I wanted from Glass.net. I kept tweaking my price to fit my business model. My company wouldn't be where it is without Glass.net. I would never think about not advertising with Glass.net after what they did for me that first year. Currently, I am thinking of expanding. Advertising with Glass.net will be one of the first things I do in that process.

Q: Anything more to add that I might have missed?

A: I started out in the north Virginia market, including Fairfax and Alexandria. Patriot Auto Glass had the lowest price out of three auto glass shops so I could generate a customer base. I then began to raise my price slightly. Even with the low price I had to keep the highest ranking possible. If I had a couple negative reviews I would be no better than the other glass companies on the website.

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Glass.net: How long have you been in the auto glass industry?

Jim from Pro Glass Restoration: I have been doing auto glass work for 5 years. It started out as a hobby restoring cars, now I get paid to replace auto glass.

Q: How do you teach your employees about customer service?

A: I educate them not to fight the customer, always be courteous, and the customer is always king. We explain the process before the auto glass install and show the customer all the products as well. I have a partnership with a junkyard. When a new model comes in we remove the glass for free and get the chance to practice our skills.

Q: What do customers most often complain about and how do you make them happy?

A: I have no complaints, my customers don't complain at all. They are the king and we are the pros. We have to give them the perfect job always. I get repeat after repeat and a lot of referrals. Once I serve them they become a forever customer, like friends. Once I served one of Jacki Chan's friends, we became good friends and even had dinner together.

Pro Glass Restoration has no recalls or complaints. If you do it right the first time there is no second trip. When you look at the reviews I fight for the customer and not the insurance company. I always try to provide the best. Every dollar spent is a dollar well spent. Our time is always on the dot. The quality is there, and we use high-quality products and urethane.

Q: What advice would you give a customer when choosing an auto glass shop?

A: Make sure the auto glass shop knows what they are doing. Modern cars need different urethane adhesive that is nonconductive so that the in-car electronics still function. Also look for the quality of glass and the installers abilities. The customer thinks all auto glass is the same, but the color and integrity of the glass differs. High-quality auto glass has an inner acoustic layer which reduces the noise inside the car.

Q: Would you recommend Glass.net to others?

A: Oh yes, definitely. Glass.net has strict standards and their auto glass shops are reputable. Glass.net provides good information and is a good source for the customer not to get ripped off. I even used Glass.net before I was an auto glass shop for personal use. I will be with you guys all the way.

Q: How long have you been with Glass.net?

A: I have been with Glass.net for almost a year starting in the spring of 2008. The majority of my private auto glass work comes from Glass.net. In my time on Glass.net I have run into customers who get their auto glass replaced and had problems. Then they try Glass.net and they get quality.

Q: How is replacing auto glass in Los Angeles different from other locations?

A: Los Angeles has a lot of high-end luxury cars with sophisticated auto glass installs. There is a $100 difference in glass price between some installers. If you don't get high-end glass there will be vibration noise, no rain sensor, solar coating, HUD or heating options.

Q: Does vandalism play a role with auto glass replacement in Los Angeles?

A: Door glass damage is mostly caused by vandalism. Back glass replacements are usually 50 percent vandalism and 50 percent accidental damage. Windshields are almost always accidental damage.

Q: How do you spot an inferior auto glass shop?

A: Make sure the auto glass shop will explain what kind of glass options you have. Brands are very important. I would stick with OEM or genuine brands to avoid low-quality glass. Many shops use outdated urethane to save money which can lead to noise and leaks. I have even experienced a windshield flying off. The windshield was completely off when I came to service it. I didn't even have to use a razor because of low-quality adhesive.

Q: Is there anything you would like to add?

A: Trust the auto glass shops online with Glass.net. Read their reviews. Listen to what the glass shop says. Don't fall for the cheap options. You can pick up glass for 30 bucks and get it installed for $100, but it is not quality glass and often doesn't fit your car. You will have problems since the technicians may handle the glass roughly, causing scratches. I have seen cars that have rust all over them because an auto glass replacement was done incorrectly.

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Glass.net: How many years have you been doing auto glass work?

Jim from Sterling Auto Glass: I have been involved in auto glass work for 22 years. I learned the trade when I was 16. Sterling Auto Glass is a family business, but I am the one who started it. I worked with several auto glass companies and then went on my own.

Q: How do you teach your employees about customer service?

A: Honestly, I am in the office and I keep the door open. You can call me crazy or a micromanager, but if I hear one of my employees doing something wrong I try and correct them. We always try and put the customer first. We have three customer service representatives and they all have a respect for the people.

We send the CSRs to a small company for a two-day training period based around customer service. If there is a problem the call is forwarded to my brother, a semi-owner. There is no way we are going to walk away from the customer without making them as happy as possible. We bend over backwards to get their call done right as soon as possible.

Q: How often do you have repeat auto glass customers?

A: That is how I would say I built the company, it was on word of mouth. When I built this company everyone wanted Sterling Auto Glass because I did the work myself. They were looking for an owner-operator-installer for their auto glass needs. I am still at a 50 percent referral ratio.

Q: What sets you apart from your competition?

A: One of my goals is to have all my guys NGA (National Glass Association) certified and give them the best tools available. My guys don't go on the road and work out of milk cartons. They are set up like a mobile shop with electricity, presses, grinders, and air hoses. It is quite impressive when you see the inside of my vans.

Q: Would you recommend Glass.net?

A: Glass.net is very good and has perfected their market. Without advertising myself they are advertising for me and you know for sure you are getting a job out of it. It is important, however, to keep track of all the incoming work from Glass.net, but it is definitely worth it.

Q: Is there anything you would like to add?

A: As an owner I am very involved in making sure the auto glass process comes our right. If there are any problems or issues we always try to correct the issues. We strive to make the experience a very easy and thoughtless process for the customer. We go the extra length, we really do.

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Glass.net: How many years have you been doing auto glass work?

Tony from T & N Auto Glass: I have been doing auto glass work for between 18 and 20 years working for a major company. I Started my own company with the working knowledge I gained from this experience.

Q: How did you get your start in the auto glass replacement business?

A: I have always had a fascination with cars and working with my hands. Initially I started working on cars in an auto body shop, but because of paint and dangerous fumes I decided to change because a friend of mine told me that there was money to be made in the auto glass industry.

Q: How often do you have repeat customers?

A: I actually have a lot of repeat customers, who stick with me because they know I do good work. People looking for auto glass want someone who is friendly and they want someone who knows how to work on cars.

Q: What is the best compliment an auto glass customer has given you?

A: A lady called me for an auto glass job, I went out and did the job perfectly the same day. She said, "I called, you came, you fixed my windshield." Another customer was happy that I could fix their Mercedes quickly. Most of the time auto glass shops want luxury cars to come into their shop for auto glass work. But I said, "T and N auto glass will take care of you." The happy owner waited at their home while I fixed the glass instead of having to take the car in and wait for the service.

Q: How do you add value to the customer that other auto glass shops often do not do?

A: It is all how you present yourself. They know I am the owner and call me by my first name, "There is no sir or this or that in addressing me." This allows me to build rapport with my customers. People say, "I know this guy, this guy, he does good work."

Q: How to you combine customer service with the need to be profitable?

A: Honestly, put the customers first and combine that with a go-getter attitude. To be profitable you must talk with the customer and be there for them. If necessary postpone auto glass service to meet their needs when it is convenient for them, even if it is the next day.

Shop Highlight

Glass.net: How many years have you been doing auto glass work?

Mike from Union Auto Glass: I have been doing day-to-day auto glass work since 1987. I have been around auto glass since I was 13 with my father's business. Actually, from the age of seven I have been exposed to auto glass while vacuuming cars.

Q: How did you start working in the auto glass replacement business?

A: I took over the family business when my father passed away. I knew how to put the glass in, but my mother and I learned the business end by watching how the big companies advertised and ran their sales people. That is how my website came about. I watched the bigger companies and said we need a website or we are going to go out of business.

Q: How do you teach your employees about customer service?

A: A lot of that is my general manager who is ex-navy. In this economy we have really stepped up our customer service. It is all about communication. Every one of our technicians call the customer between 8:00 and 8:30 to give a rough arrival time estimate. If something doesn't go right or we don't have the right part it comes down to communication.

Q: Are your customer's surprised at your level of service?

A: We get a lot of emails that right from the start say Union Auto Glass did a good job. Our auto glass customers comment on things ranging from the ease of website navigation, to our technicians arriving on time and the job being completed properly. We do several things our competitors don't do. We put an oil change sticker in the corner of the windshield with the Union Auto Glass name, lifetime warranty info, and our phone number. So if there is a problem they have a phone number and a lifetime warranty to reference.

Q: What makes Union Auto Glass special?

A: One of the things we have going for us is our nation-wide warranty. We are also a family-owned business and we advertise our quality and longevity. You don't stay in business since 1963 without taking care of your customers. Probably half of your customers will use you again if you take care of them. I just treat the customer as I would like to be treated, that is the simplicity of it.

Q: Would you recommend Glass.net?

A: I would definitely recommend Glass.net. It is an inexpensive way to generate business. People think the job cost is high, but you have nothing to lose. Glass.net made me a believer from the very beginning. That is why we have invested so heavily into our website, since no one uses the phone book anymore. People use the internet even before they call their insurance company.