Volume 12, Issue 2 - March/April 2010
In God I Trust: All Others, Bring Data
“I’ll believe it when I see it.” This is probably one of the more frustrating
retorts in the English language. While this phrase may come up in conversations
about unruly teenagers, politicians and teams with losing records, it
also is one of the most common mantras of the auto glass industry. Independent
shops will believe unfair business practices are being eliminated when
they see it happen. More than anything, others will see steering for the
serious problem it is when they see examples of how it is hurting each
individual independent shop.
“The real winners, however, will be our industry, if we are successful in shining a light on unethical steering with real-life examples and hard data.”
This month’s “Steer of the Month” came through the IGA’s Steering Report Form in October. The shop’s employee attempted to file the claim via phone inside the shop with the insured present. The competitor-administrator asked to speak with the insured. Upon completion of the claims process the customer hung up the phone and began to walk out of the shop, looking quite frustrated. The employee asked if the competitor-administrator was able to help him file his claim and the customer stated, “Yeah, but they just took the business away from you guys. They are making me call this number now.” The competitor-administrator had told the customer to hang up and call their phone number to schedule an appointment with the glass company it owned.
If you experience a steering incident please log on to www.iga.org and click on the “Report Steering” button on the right side of the page. The IGA will treat all information that you share as confidential and we will not release any personal details in our “Steer of the Month” award.
David Zoldowski is the president of Auto One in Brighton, Mich., and president of the Independent Glass Association (IGA). Mr. Zoldowski’s opinions are solely his own and not necessarily those of this magazine.
© Copyright 2010 Key Communications Inc. All rights reserved.
No reproduction of any type without expressed written permission.