Volume 14, Issue 5 - September/October 2012

Feature
Another Great Week

Auto Glass Week™ 2011 marked the first time all of the major auto glass associations—the Auto Glass Safety Council™ (formerly the AGRSS® Council Inc.), the Independent Glass Association (IGA), the National Glass Association (NGA), National Windshield Repair Association (NWRA), and AGRR™ magazine—came together for one event and it proved to be overwhelmingly successful. Members from the AGRR industry came together from all over the world for the top-notch educational seminars, expansive show floor with industry-leading companies and fierce competitions showcasing repair and replacement technicians exceling at their trade for which Auto Glass Week has come to be known.

Show organizers and the co-sponsoring associations are promising another great week filled with more seminars, more expert speakers, more companies to visit on the Exhibition/Extravaganza show floor and, of course, more repair and replacement competitions. Auto Glass Week 2012 is headed for Louisville, Ky., September 20-22. Whether you are already preparing to attend the event or trying to decide at the last minute, every detail about the seminars, competitions, special events and the city of Louisville are all included within these pages. We’ll see you in September!

Welcome to Louisville
Upon arriving in Louisville, attendees can visit the registration desk to pick up their badges, ask questions and say hello to the AGRR™ magazine staff. The registration desk will be in two different locations, depending on when you are picking up your badge. The Louisville Marriott Downtown registration desk will be open on Thursday, September 20, from 8 a.m.–6 p.m. and on Friday, September 21, from 7 a.m.–12 p.m. For those attendees looking to pick up their badge late Friday or Saturday, the Kentucky International Convention Center will be open on Friday, September 21, from 1–7 p.m. and on Saturday, September 22, from 7 a.m.–2 p.m.

If you have not already registered, registration is available onsite. The Louisville Marriott Downtown is directly connected to the Kentucky International Convention Center through a temperature-controlled skywalk.

Be sure to keep your badge with you because your attendee badge makes you eligible for discounts throughout the city at different restaurants, museums, attractions, shops and more. See more on page 43.

This Year’s Event Dedicated to Ray Asbery
Industry pioneer, inventor and entrepreneur Ray Asbery, the late founder of Equalizer Industries Inc., passed away in September 2011. Asbery was an installer for a number of years prior to his transition to inventor. He created a number of innovative auto glass tools that changed the industry as we know it. He founded and nurtured Equalizer Industries from its inception to the ever-growing worldwide auto glass tools and supply company it is today. Asbery loved the auto glass industry and devoted his time and energy to the betterment and advancement of it. For his devotion to our industry, and as a small token of appreciation for his commitment and decades of serving others, Auto Glass Week™ 2012 is dedicated to Ray Asbery, an industry leader whose knowledge, innovation and kindness are dearly missed.

Schedule-at-a-Glance
Wednesday, September 19
8:00 a.m.–1:00 p.m.
Auto Glass Safety Council Educational Committee Meeting

12:00–3:00 p.m.
Auto Glass Safety Council Board of Directors Meeting

1:00–3:00 p.m.
NWRA Scratch Removal Committee Meeting

3:00–5:00 p.m.
Auto Glass Safety Council Insurance Committee Meeting

3:00– 5:00 p.m.
Auto Glass Safety Council Educational Committee Meeting

3:00– 5:00 p.m.
Auto Glass Safety Council Membership Committee Meeting

3:00–5:00 p.m.
Auto Glass Safety Council Marketing Committee Meetings

Thursday, September 20
7:30–9:00 a.m.
NWRA Board of Directors Meeting

8:00–10:30 a.m.
IGA Committee Meeting

8:00 a.m.–6:00 p.m.
Registration at the Louisville Marriott Downtown

9:00–11:00 a.m.
NWRA ROLAGS Standards Committee Meeting

11:00 a.m.–2:00 p.m.
Auto Glass Safety Council AGRSS Standards Committee Meeting

11:00 a.m.–4:00 p.m.
Sponsor Move-I

11:30 a.m.–2:30 p.m.
IGA Board of Directors Meeting

2:30–4:00 p.m. Welcome and Opening Session

4:00–5:30 p.m. Joint Auto Glass Educational Sessions

6:00–9:30 p.m. An Evening of Champions Event (optional event—additional ticket required)

Friday, September 21
7:00 a.m.–12:00 p.m. Registration at the Louisville Marriott Downtown Registration closed from 12 p.m.–1 p.m.

8:00–10:00 a.m. AGTO Competition Mandatory Contestant Meeting (for Judges and Contestants Only)

8:00–10:15 a.m. Joint Auto Glass Educational Sessions

8:00 a.m.–12:00 p.m. Sponsor Move-In

10:00 a.m.–12:00 p.m. WRO Competition Mandatory Contestant Meeting (For Judges and Contestants Only)

10:30 a.m.–12:00 p.m. Keynote Speaker: Captain Richard Phillips

12:00–1:00 p.m. Lunch Break

1:00–2:00 p.m. Joint Auto Glass Educational Sessions

1:00–7:00 p.m. Registration at the Kentucky International Convention Center

2:00–7:00 p.m. Auto Glass Week™ Exhibition/Extravaganza

2:10–2:40 p.m. Competition Welcoming Ceremony on the Show Floor

2:40–7:00 p.m. AGTO Competition Preliminary Heats 3:00–5:50 p.m. WRO Competition Preliminary Heats

5:00–7:00 p.m. Auto Glass Safety Council Silent Charity Auction (Final Bids due 6:45 p.m.)

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

Thursday, September 20
2:30–4:00 p.m. Welcome Session: Associations and Standards Overview Let the co-sponsoring associations welcome you as we kick-off Auto Glass Week 2012! Hear from the various groups’ leaders on their goals for the 2012 event and what each association is currently doing for the betterment of the industry. Speakers: Debra Levy, AGRR™ magazine; David Rohlfing, Auto Glass Safety Council™ (formerly the AGRSS® Council Inc.); Alan Epley, Independent Glass Association; David Walker, National Glass Association; and Rich Campfield, National Windshield Repair Association.

4:00–5:30 p.m. Generations Working Better Together This extremely informative, entertaining, solutions-based session explores why younger and older people don’t see eye to eye, and what to do about it in the workplace. From pointers on motivating, managing and retaining younger employees and technicians to ways of preventing older managers from losing their minds, this research-based program shows it’s possible for baby boomers and Gen X and Y employees to work well together. Come hear from expert speaker Garrison Wynn as he helps you learn how to make the jump from being great at what you do to understanding and developing the qualities it takes to be chosen for the job. Speaker: Garrison Wynn. Co-sponsored by LYNX Services and Auto Glass Week™.

Friday, September 21
8:00–9:00 a.m. Expectations of Insurance Customers and Consumers What do insurance customers want from their insurance providers? What do consumers value most highly from auto glass service providers? This session will explore customer service and the expectations of insurance customers and consumers as they go through the auto glass service experience. 9:00–10:15 a.m. 60 Business + Legal Tips in 60 Minutes Long-time industry veterans will present 60 tips relevant to our industry sure to prove useful in running your business back home. Among the topics to be covered are: when, why and how to use a non-compete agreement; what legal structure your business should take; the need for strict financial controls; and how to recognize and avoid unintended consequences of decisions. Speakers: Chuck Lloyd and Debra Nelson, Livgard & Lloyd. 10:30 a.m.–12:00 p.m. Keynote: Steering Your Ship Through Rough Waters: Lessons on Leadership For five days in April 2009, Captain Richard Phillips became the center of an extraordinary international drama when he was captured by Somali pirates who attacked and boarded his ship. To protect his crew, Captain Phillips made a conscious decision to put himself directly in harm’s way, knowing full well that he might pay the ultimate price for his decision. Amid the standoff, he offered himself as a hostage to get them off the Maersk Alabama. On the fifth day, Captain Phillips was rescued from the pirates by Navy SEALs. Captain Phillips will speak about the true definition of leadership and navigating through tough times.

1:00–2:00 p.m. Vehicle Safety and Technical Update Learn what changes in vehicle safety and regulations will affect those in the auto glass industry in the coming year. You will also learn about the installation changes in new vehicles from veteran technicians. This session will give you the leg up on the latest vehicle safety information available and the new techniques. Speakers: Ben Kelley, Center for Auto Safety; Bob Beranek, Automotive Glass Consultants Inc.; and Jeff Olive, Glasspro Inc.

1:00–2:00 p.m. Breakout Session: It’s a Small World After All The changes to regulations and practices in other countries affect the entire auto glass industry. This panel will provide an inside and in-depth look at what is occurring globally within our industry.

2:00–7:00 p.m. Auto Glass Week™ Exhibition/Extravaganza This includes the Pilkington Clear Advantage Auto Glass Technician Olympics, the Walt Gorman Memorial Windshield Repair Olympics and educational product demonstration sessions from some of the exhibiting companies on their latest offerings.

Saturday, September 22
8:00–9:00 a.m. Association Breakout Sessions Co-sponsoring associations will each hold their own sessions to discuss how their group is working to better the industry; provide resources to their audience; and give an update on the association. Please note some sessions are closed for members only or only open for current and prospective members. Auto Glass Safety Council—Auto Glass Safety Council Update and the Role of the Media in Promoting Safety Speakers: Kurtis Ming, investigative reporter, CBS Sacramento; Bob Beranek, Automotive Glass Consultants Inc.; Nik Frye, Guardian Auto Glass; Dale Malcolm, Dow Automotive Systems; Jean Pero, Mygrant Glass; and David Rohlfing. Moderated by Debra Levy, AGSC president. Open to all. Independent Glass Association— Lighting the Way for Independents Panelists: Alan Epley, IGA president and Rick Rosar, IGA treasurer. Moderator: Gary Hart, IGA executive director. Closed session: open to current and prospective IGA members only. National Glass Association— Seven Concrete Ways to Sell More on the Phone Speaker: Jeremiah Wilson, ContactPoint LLC. Closed session: open only to NGA members. National Windshield Repair Association—Repair Industry Update: Education, Training, Certification; ROLAGS™; Quality Issues and Repair Speakers: Rich Campfield, Ultra BOND; Dave Casey, Superglass Windshield Repair; Penny Chatterton, Novus; and Kerry Wanstrath, Glass Technology Inc. Open to all.

9:00 –10:00 a.m. Staying Ahead of the Curve: Emerging Issues for Automotive Glass Repair and Replacement Retailers This highly informative session will include hands-on, practical advice to help automotive glass retailers better prepare for the behaviors, attitudes and values of tomorrow’s consumers while stuck here in the now of today. Automotive glass retailers must be future-forward enough to remain relevant in their respective marketplaces and this session will help them navigate the tricky industry landscape concerning sales, marketing, technology and more. Panelists: Jared Hoggan, AAA Glass Inc.; Jim Short, Klein-Dickert and Rick Rosar, Rapid Glass. Moderator: Gary Hart, IGA.

10:00 a.m.–2:00 p.m. Auto Glass Week™ Exhibition/Extravaganza This includes the Pilkington Clear Advantage Auto Glass Technician Olympics, the Walt Gorman Memorial Windshield Repair Olympics and educational product demonstration sessions from some of the exhibiting companies on their latest offerings.

2:00–3:30 p.m. Customer Service: How to Keep Customers Rushing Back for More Kelly McDonald, the top-rated speaker from last year’s show, is returning to the Auto Glass Week speaker line-up to share more of her expertise and knowledge. This is one session you want to plan on attending. We all know that the customer is king. In our increasingly competitive business environment, it’s more important than ever to cater to customers’ needs and desires, and provide customer service that goes way beyond basic politeness, courtesy and follow-through. Terrific customer service doesn’t have to break the bank: it’s not about spending more to keep customers happy, it’s about truly understanding the customer’s experience from a personal point of view. This session will explore the latest techniques that innovative companies are using today to train their staff to deliver exceptional customer service, specific strategies and tactics, do’s and don’ts, and much more. Speaker: Kelly McDonald, McDonald Marketing.

3:30–5:00 p.m. Using Digital Avenues to Market Your Business Many companies are turning to social media to market their business online. Social networks such as Facebook, Twitter and LinkedIn are relatively easy to use and free—so it seems like a win-win. Come hear an expert speaker discuss how being part of social media should only be half of your strategy—digital marketing means much more than getting a “like” or tweeting once a month. This hands-on session will help you feel more at ease when online and know the correct way to go about marketing your business online. Speaker: Monika Baraket, online marketing strategist, Forge3. Lunch and Learn Presentations

Thursday, September 20
1:30–2:00 p.m. One of the best sales promotions available is hosting a “Lunch and Learn” presentation. When used effectively, this type of sales effort can get architects, building owners and others to listen and hear your message. In this session, you will learn tips and techniques to make sure your “Lunch and Learn” presentation is a successful one. Speaker: Paul Tauchar, Solar Control of Jackson. Managing Your Business Thursday, September 20 2:15–3:15 p.m. and Friday, September 21 9:00–10:00 a.m. Best business practices often include proper management techniques, solid financial considerations and planning as well as proper execution of sales and marketing. There’s more to managing and growing your business than just having customers come in your door. You must always plan ahead, and guarantee that you’re prepared for the new challenges that a growing business will face in a changing world. Come learn how to manage and grow your business effectively in today’s market. Speaker: Lyle R. Hill, Keytech North America. Time and Territory Management Thursday, September 20 3:30–4:30 p.m. As a salesperson, your time is very valuable. Lost time means lost sales and that does not benefit you or your company. Add to that poor sales territory management, which leads to missed opportunities, and you have one dreadful combination. Managing your time as well as your territory is a very important task for anyone in sales. This session will cover how to make the most productive use of your time as you manage your territory for sales. Speaker: Paul Tauchar, Solar Control of Jackson. How to Get Involved with Window Film
Thursday, September 20
4:30–5:30 p.m. This is a great session for newbies trying to establish themselves and anyone who wants to expand their current business into the film industry. Here you’ll get advice on the first things to do when starting out, how to establish a client base, how to build relationships with manufacturers and distributors and so much more! Also, for the auto glass guys or companies who do not want to install themselves—building a relationship with a local film company can increase your clientele through a referral program. Come hear about what to do when just starting out! Speaker: Jim Freeman, Tint America Window Films. Effects of Solar Energy on Glass
Friday, September 21
9:00–10:00 a.m. and Saturday, September 22 8:00–9:00 a.m.
One of the many benefits of film is the ability to reduce heat loss in the winter and solar heat gain in the summer, but how is the glass that the film is applied to affected by the solar energy? Hear from an industry expert on some of the more crucial effects that you should be taking into consideration. Speaker: Joe Richard, technical marketing engineer, Solutia. The Latest in Glass Technology

Friday, September 21 1:00–2:00 p.m. and Saturday, September 22 3:00–4:00 p.m.
Hear from a glass expert from Saint-Gobain, parent company of Solar Gard, on the latest developments from the glass industry and how they are affecting film companies. New glass includes dynamic and variant glazing technologies, and here you can get the basics on how this glass works. Attendees will leave this session feeling empowered with their new sense of knowledge on glass, knowing the direction on the future of glass and how it all exactly fits in with current films and film technology planned for the future. Speaker: Representative from Solar Gard. Selling Techniques and Handling Objections Friday, September 21 1:00–2:00 p.m. and Saturday, September 22 4:00–5:00 p.m. Half the battle in closing the sale is your approach and knowing how to turn a “no” into a “yes.” This session will explain new ways to approach your customers, increase business and overcome objections. Come learn various selling strategies and techniques for closing the sale. Speaker: Peter Eisenberg, 3M. EFILM Analysis Saturday, September 22 8:00–9:00 a.m. Most of the manufacturing firms utilize the benefits of an EFILM Program. Each manufacturer is able to load the program with their particular product libraries, making it a very viable resource for the distributor and/or dealer. Come learn more about how the EFILM Program differs from the Demand Analyzer program and how to model a jobsite much more accurately. Speaker: Andy Hayes, technical service engineer, Madico Window Films. Exterior Films— How and When?
Saturday, September 22 9:00–10:00 a.m. Each year the window film industry uses creativity and innovation to find solutions to everyday commercial and residential concerns. Sometimes this means using exterior films, but before you recommend using exterior films, you need to know how. You’ll learn how and when exterior films should be added into a proposal for your customers. Speaker: Mark Carlson, CEM, LEED green associate and business development manager, HanitaTek. Tips and Techniques for Safety and Security Films Saturday, September 22 3:30–5:00 p.m. Come learn from a veteran’s experience and advocate for safety within our industry on safety and security films. This session will give you an in-depth look into some techniques to apply in the field. In addition to the techniques, you’ll leave this session with a much broader understanding of safety and security film as a whole, and a wide range of attachment systems. Speaker: Scott Haddock, Glasslock. The Auto Glass Week Exhibition/Extravaganza show floor will be found in the Kentucky International Convention Center on Friday, September 21, and Saturday, September 22. The Exhibition/Extravaganza gives attendees an opportunity to talk one-on-one with industry suppliers and manufacturers to learn about the latest products for the repair and replacement industry. Attendees also will be able to view the Pilkington Clear Advantage Auto Glass Technician Olympics and Walt Gorman Memorial Windshield Repair Olympics as contestants vie for first place and the gold medal. On Friday, September 21, the show floor also will play host to the Cocktail Party and Auto Glass Safety Council Silent Charity Auction from 5–7 p.m. Sponsors to Visit Please note, this list is current as of August 23, 2012. For the most up-to-date list of sponsors, please visit www.autoglassweek.com/sponsor/listofsponsors. Competitions to Watch The registrations are in, and now it is time for the 33 contestants to showcase their skills within the Pilkington Clear Advantage Auto Glass Technician Olympics (AGTO) and the Walt Gorman Memorial Windshield Repair Olympics (WRO) and vie for the title of “World’s Best Auto Glass Technician” or “World’s Best Windshield Repair Technician.” The competitions, both in their seventh years, provide the opportunity for technicians from around the world to compete to either replace a damaged windshield in the AGTO or repair a chip in a vehicle’s windshield in the WRO. Industry veterans judge the competitors’ overall repair or replacement, as well as their procedures, safety, cleanliness and customer interaction. The competitions are a chance for technicians to learn from other professionals; execute safe, quality installations; pick up innovative techniques; and, of course, a chance to go for the gold and grand prize of $10,000. Judging Criteria for Competitions In the Auto Glass Technician Olympics (AGTO), contestants are judged on ten different sections: professionalism and credentials; technician comportment and vehicle inspection; proper product usage; proper equipment and tools usage; windshield removal; installation technique; post-installation and clean-up procedures; customer wrap-up; in-depth knowledge credit; and correction of inappropriate conditions when necessary. Recognition awards also are presented for innovative use of tools or additional testing that takes the installation to a higher level and raises the benchmark for our industry as a whole. The Windshield Repair Olympics (WRO) is judged based on the Repair of Laminated Auto Glass Standard (ROLAGS™), and all contestants also must participate in a short, 10-question test about proper windshield repair practices (based on the ROLAGS™ standard) during the mandatory contestant meeting held before the competition. The results of the test are included in the finalists’ scores (after the final round is complete). The six areas judged are: customer greeting; technician comportment (professionalism/conduct); vehicle preparation; products to be used; repair technique; and post-repair procedures. There is a heavier weight given to the points assigned within the repair technique section than in other categories. Sights to See For those looking for some after-hours excitement, Louisville has plenty to offer. The city is the home of the Kentucky Derby, Louisville Slugger and Muhammad Ali. Attendees can receive discounts at a number of local establishments by presenting their badge. For a full list of participating businesses visit the registration desk. Also, be sure to check out: Churchill Downs, America’s legendary racetrack and home of the Kentucky Derby and the Kentucky Derby Museum; The Louisville Slugger Bat Factory and Museum (Main Street), home of the legendary Louisville Slugger baseball bat; The Louisville Science Center and IMAX theater (Main Street) provides fun and discovery for inquiring minds of all ages; Fourth Street Live!, a $70 million downtown complex of restaurants, coffee shops, bars, nightclubs and other entertainment venues; Glassworks houses 50 glass artists who can be viewed creating their works of art; open daily for tours and special events; and so much more!

 

Thursday, September 20 6:00–9:30 p.m. Evening of Champions (optional event—additional ticket required) Come be a part of a celebration of champions and kick off to Auto Glass Week 2012. During this optional event, attendees will participate in an evening fit for a champion.Round One: Be recognized as the champion that you are and be surrounded by the “greats.” Board the buses of the Louisville Marriott Downtown Hotel for the Muhammad Ali Center where you will receive full access to all three levels dedicated to Muhammad Ali’s life and career. Round Two: The upper level will provide a breathtaking view of downtown Louisville’s city skyline as well as a cocktail party to round out the evening. All registered attendees of Auto Glass Week may participate for only $35, which includes drinks and heavy hors d’oeuvres. Pre-registration is required. Space is limited and seats will be first-come, first-served. Friday, September 21 5:00–7:00 p.m. Silent Charity Auction (final bids are due 6:45 p.m.) Each year, the Auto Glass Safety Council™ (formerly the AGRSS® Council Inc.) holds a Silent Charity Auction to help raise proceeds for the non-profit organization. The Silent Charity Auction will be held on the Exhibition/Extravaganza floor. The Auto Glass Safety Council is dedicated to the proper installation of windshields and offers a registration program for shops that includes random third-party validations. Auction items in previous years have included a fishing trip with Carl Tompkins, autographed paraphernalia from celebrities, women’s jewelry, watches and much more! 5:00–7:00 p.m. Cocktail Party on the Show Floor What better way to wrap up a full day of education than a libation and tasty hors d’oeuvres? Stop over to visit and satiate more than your thirst for knowledge. Having a chance to relax and networking is important to building relationships—so let us buy the first round and get those conversations started. Saturday, September 22 5:00–7:00 p.m. Gala Awards Reception and Ceremony (optional event—additional ticket required) It all comes down to this! Winners of the Pilkington Clear Advantage Auto Glass Technician Olympics, Windshield Repair Olympics and International Window Film Tint-Off™ Architectural and Automotive Division Champions will be announced during the event. After battling it out over the past two days, we will be naming the “World’s Best Auto Glass Technician,” “World’s Best Windshield Repair Technician,” “World’s Best Automotive Window Film Tinter” and “World’s Best Architectural Window Film Tinter.” Make sure you are in attendance to watch and help honor the new champions for 2012! Pre-registration is required. Space is limited and seats will be first-come, first-served.

 

Wednesday, September 19 8:00 a.m.–1:00 p.m. Auto Glass Safety Council Educational Committee Meeting 12:00–3:00 p.m. Auto Glass Safety Council Board of Directors Meeting 1:00–3:00 p.m. NWRA Scratch Removal Committee Meeting 3:00–5:00 p.m. Auto Glass Safety Council Insurance Committee Meeting 3:00– 5:00 p.m. Auto Glass Safety Council Educational Committee Meeting 3:00– 5:00 p.m. Auto Glass Safety Council Membership Committee Meeting 3:00–5:00 p.m. Auto Glass Safety Council Marketing Committee Meetings Thursday, September 20 7:30–9:00 a.m. NWRA Board of Directors Meeting 8:00–10:30 a.m. IGA Committee Meeting 8:00 a.m.–6:00 p.m. Registration at the Louisville Marriott Downtown 9:00–11:00 a.m. NWRA ROLAGS Standards Committee Meeting 11:00 a.m.–2:00 p.m. Auto Glass Safety Council AGRSS Standards Committee Meeting 11:00 a.m.–4:00 p.m. Sponsor Move-In 11:30 a.m.–2:30 p.m. IGA Board of Directors Meeting 2:30–4:00 p.m. Welcome and Opening Session 4:00–5:30 p.m. Joint Auto Glass Educational Sessions 6:00–9:30 p.m. An Evening of Champions Event (optional event—additional ticket required) Friday, September 21 7:00 a.m.–12:00 p.m. Registration at the Louisville Marriott Downtown Registration closed from 12 p.m.–1 p.m. 8:00–10:00 a.m. AGTO Competition Mandatory Contestant Meeting (for Judges and Contestants Only) 8:00–10:15 a.m. Joint Auto Glass Educational Sessions 8:00 a.m.–12:00 p.m. Sponsor Move-In 10:00 a.m.–12:00 p.m. WRO Competition Mandatory Contestant Meeting (For Judges and Contestants Only) 10:30 a.m.–12:00 p.m. Keynote Speaker: Captain Richard Phillips 12:00–1:00 p.m. Lunch Break 1:00–2:00 p.m. Joint Auto Glass Educational Sessions 1:00–7:00 p.m. Registration at the Kentucky International Convention Center 2:00–7:00 p.m. Auto Glass Week™ Exhibition/Extravaganza 2:10–2:40 p.m. Competition Welcoming Ceremony on the Show Floor 2:40–7:00 p.m. AGTO Competition Preliminary Heats 3:00–5:50 p.m. WRO Competition Preliminary Heats 5:00–7:00 p.m. Auto Glass Safety Council Silent Charity Auction (Final Bids due 6:45 p.m.) 5:00–7:00 p.m. Cocktail Party on the Show Floor Thursday, September 20 2:30–4:00 p.m. Welcome Session: Associations and Standards Overview Let the co-sponsoring associations welcome you as we kick-off Auto Glass Week 2012! Hear from the various groups’ leaders on their goals for the 2012 event and what each association is currently doing for the betterment of the industry. Speakers: Debra Levy, AGRR™ magazine; David Rohlfing, Auto Glass Safety Council™ (formerly the AGRSS® Council Inc.); Alan Epley, Independent Glass Association; David Walker, National Glass Association; and Rich Campfield, National Windshield Repair Association. 4:00–5:30 p.m. Generations Working Better Together This extremely informative, entertaining, solutions-based session explores why younger and older people don’t see eye to eye, and what to do about it in the workplace. From pointers on motivating, managing and retaining younger employees and technicians to ways of preventing older managers from losing their minds, this research-based program shows it’s possible for baby boomers and Gen X and Y employees to work well together. Come hear from expert speaker Garrison Wynn as he helps you learn how to make the jump from being great at what you do to understanding and developing the qualities it takes to be chosen for the job. Speaker: Garrison Wynn. Co-sponsored by LYNX Services and Auto Glass Week™. Friday, September 21 8:00–9:00 a.m. Expectations of Insurance Customers and Consumers What do insurance customers want from their insurance providers? What do consumers value most highly from auto glass service providers? This session will explore customer service and the expectations of insurance customers and consumers as they go through the auto glass service experience. 9:00–10:15 a.m. 60 Business + Legal Tips in 60 Minutes Long-time industry veterans will present 60 tips relevant to our industry sure to prove useful in running your business back home. Among the topics to be covered are: when, why and how to use a non-compete agreement; what legal structure your business should take; the need for strict financial controls; and how to recognize and avoid unintended consequences of decisions. Speakers: Chuck Lloyd and Debra Nelson, Livgard & Lloyd. 10:30 a.m.–12:00 p.m. Keynote: Steering Your Ship Through Rough Waters: Lessons on Leadership For five days in April 2009, Captain Richard Phillips became the center of an extraordinary international drama when he was captured by Somali pirates who attacked and boarded his ship. To protect his crew, Captain Phillips made a conscious decision to put himself directly in harm’s way, knowing full well that he might pay the ultimate price for his decision. Amid the standoff, he offered himself as a hostage to get them off the Maersk Alabama. On the fifth day, Captain Phillips was rescued from the pirates by Navy SEALs. Captain Phillips will speak about the true definition of leadership and navigating through tough times. 1:00–2:00 p.m. Vehicle Safety and Technical Update Learn what changes in vehicle safety and regulations will affect those in the auto glass industry in the coming year. You will also learn about the installation changes in new vehicles from veteran technicians. This session will give you the leg up on the latest vehicle safety information available and the new techniques. Speakers: Ben Kelley, Center for Auto Safety; Bob Beranek, Automotive Glass Consultants Inc.; and Jeff Olive, Glasspro Inc. 1:00–2:00 p.m. Breakout Session: It’s a Small World After All The changes to regulations and practices in other countries affect the entire auto glass industry. This panel will provide an inside and in-depth look at what is occurring globally within our industry. 2:00–7:00 p.m. Auto Glass Week™ Exhibition/Extravaganza This includes the Pilkington Clear Advantage Auto Glass Technician Olympics, the Walt Gorman Memorial Windshield Repair Olympics and educational product demonstration sessions from some of the exhibiting companies on their latest offerings. Saturday, September 22 8:00–9:00 a.m. Association Breakout Sessions Co-sponsoring associations will each hold their own sessions to discuss how their group is working to better the industry; provide resources to their audience; and give an update on the association. Please note some sessions are closed for members only or only open for current and prospective members. Auto Glass Safety Council—Auto Glass Safety Council Update and the Role of the Media in Promoting Safety Speakers: Kurtis Ming, investigative reporter, CBS Sacramento; Bob Beranek, Automotive Glass Consultants Inc.; Nik Frye, Guardian Auto Glass; Dale Malcolm, Dow Automotive Systems; Jean Pero, Mygrant Glass; and David Rohlfing. Moderated by Debra Levy, AGSC president. Open to all. Independent Glass Association— Lighting the Way for Independents Panelists: Alan Epley, IGA president and Rick Rosar, IGA treasurer. Moderator: Gary Hart, IGA executive director. Closed session: open to current and prospective IGA members only. National Glass Association— Seven Concrete Ways to Sell More on the Phone Speaker: Jeremiah Wilson, ContactPoint LLC. Closed session: open only to NGA members. National Windshield Repair Association—Repair Industry Update: Education, Training, Certification; ROLAGS™; Quality Issues and Repair Speakers: Rich Campfield, Ultra BOND; Dave Casey, Superglass Windshield Repair; Penny Chatterton, Novus; and Kerry Wanstrath, Glass Technology Inc. Open to all. 9:00 –10:00 a.m. Staying Ahead of the Curve: Emerging Issues for Automotive Glass Repair and Replacement Retailers This highly informative session will include hands-on, practical advice to help automotive glass retailers better prepare for the behaviors, attitudes and values of tomorrow’s consumers while stuck here in the now of today. Automotive glass retailers must be future-forward enough to remain relevant in their respective marketplaces and this session will help them navigate the tricky industry landscape concerning sales, marketing, technology and more. Panelists: Jared Hoggan, AAA Glass Inc.; Jim Short, Klein-Dickert and Rick Rosar, Rapid Glass. Moderator: Gary Hart, IGA. 10:00 a.m.–2:00 p.m. Auto Glass Week™ Exhibition/Extravaganza This includes the Pilkington Clear Advantage Auto Glass Technician Olympics, the Walt Gorman Memorial Windshield Repair Olympics and educational product demonstration sessions from some of the exhibiting companies on their latest offerings. 2:00–3:30 p.m. Customer Service: How to Keep Customers Rushing Back for More Kelly McDonald, the top-rated speaker from last year’s show, is returning to the Auto Glass Week speaker line-up to share more of her expertise and knowledge. This is one session you want to plan on attending. We all know that the customer is king. In our increasingly competitive business environment, it’s more important than ever to cater to customers’ needs and desires, and provide customer service that goes way beyond basic politeness, courtesy and follow-through. Terrific customer service doesn’t have to break the bank: it’s not about spending more to keep customers happy, it’s about truly understanding the customer’s experience from a personal point of view. This session will explore the latest techniques that innovative companies are using today to train their staff to deliver exceptional customer service, specific strategies and tactics, do’s and don’ts, and much more. Speaker: Kelly McDonald, McDonald Marketing. 3:30–5:00 p.m. Using Digital Avenues to Market Your Business Many companies are turning to social media to market their business online. Social networks such as Facebook, Twitter and LinkedIn are relatively easy to use and free—so it seems like a win-win. Come hear an expert speaker discuss how being part of social media should only be half of your strategy—digital marketing means much more than getting a “like” or tweeting once a month. This hands-on session will help you feel more at ease when online and know the correct way to go about marketing your business online. Speaker: Monika Baraket, online marketing strategist, Forge3. Lunch and Learn Presentations Thursday, September 20 1:30–2:00 p.m. One of the best sales promotions available is hosting a “Lunch and Learn” presentation. When used effectively, this type of sales effort can get architects, building owners and others to listen and hear your message. In this session, you will learn tips and techniques to make sure your “Lunch and Learn” presentation is a successful one. Speaker: Paul Tauchar, Solar Control of Jackson. Managing Your Business Thursday, September 20 2:15–3:15 p.m. and Friday, September 21 9:00–10:00 a.m. Best business practices often include proper management techniques, solid financial considerations and planning as well as proper execution of sales and marketing. There’s more to managing and growing your business than just having customers come in your door. You must always plan ahead, and guarantee that you’re prepared for the new challenges that a growing business will face in a changing world. Come learn how to manage and grow your business effectively in today’s market. Speaker: Lyle R. Hill, Keytech North America. Time and Territory Management Thursday, September 20 3:30–4:30 p.m. As a salesperson, your time is very valuable. Lost time means lost sales and that does not benefit you or your company. Add to that poor sales territory management, which leads to missed opportunities, and you have one dreadful combination. Managing your time as well as your territory is a very important task for anyone in sales. This session will cover how to make the most productive use of your time as you manage your territory for sales. Speaker: Paul Tauchar, Solar Control of Jackson. How to Get Involved with Window Film Thursday, September 20 4:30–5:30 p.m. This is a great session for newbies trying to establish themselves and anyone who wants to expand their current business into the film industry. Here you’ll get advice on the first things to do when starting out, how to establish a client base, how to build relationships with manufacturers and distributors and so much more! Also, for the auto glass guys or companies who do not want to install themselves—building a relationship with a local film company can increase your clientele through a referral program. Come hear about what to do when just starting out! Speaker: Jim Freeman, Tint America Window Films. Effects of Solar Energy on Glass Friday, September 21 9:00–10:00 a.m. and Saturday, September 22 8:00–9:00 a.m. One of the many benefits of film is the ability to reduce heat loss in the winter and solar heat gain in the summer, but how is the glass that the film is applied to affected by the solar energy? Hear from an industry expert on some of the more crucial effects that you should be taking into consideration. Speaker: Joe Richard, technical marketing engineer, Solutia. The Latest in Glass Technology Friday, September 21 1:00–2:00 p.m. and Saturday, September 22 3:00–4:00 p.m. Hear from a glass expert from Saint-Gobain, parent company of Solar Gard, on the latest developments from the glass industry and how they are affecting film companies. New glass includes dynamic and variant glazing technologies, and here you can get the basics on how this glass works. Attendees will leave this session feeling empowered with their new sense of knowledge on glass, knowing the direction on the future of glass and how it all exactly fits in with current films and film technology planned for the future. Speaker: Representative from Solar Gard. Selling Techniques and Handling Objections Friday, September 21 1:00–2:00 p.m. and Saturday, September 22 4:00–5:00 p.m. Half the battle in closing the sale is your approach and knowing how to turn a “no” into a “yes.” This session will explain new ways to approach your customers, increase business and overcome objections. Come learn various selling strategies and techniques for closing the sale. Speaker: Peter Eisenberg, 3M. EFILM Analysis Saturday, September 22 8:00–9:00 a.m. Most of the manufacturing firms utilize the benefits of an EFILM Program. Each manufacturer is able to load the program with their particular product libraries, making it a very viable resource for the distributor and/or dealer. Come learn more about how the EFILM Program differs from the Demand Analyzer program and how to model a jobsite much more accurately. Speaker: Andy Hayes, technical service engineer, Madico Window Films. Exterior Films— How and When? Saturday, September 22 9:00–10:00 a.m. Each year the window film industry uses creativity and innovation to find solutions to everyday commercial and residential concerns. Sometimes this means using exterior films, but before you recommend using exterior films, you need to know how. You’ll learn how and when exterior films should be added into a proposal for your customers. Speaker: Mark Carlson, CEM, LEED green associate and business development manager, HanitaTek. Tips and Techniques for Safety and Security Films Saturday, September 22 3:30–5:00 p.m. Come learn from a veteran’s experience and advocate for safety within our industry on safety and security films. This session will give you an in-depth look into some techniques to apply in the field. In addition to the techniques, you’ll leave this session with a much broader understanding of safety and security film as a whole, and a wide range of attachment systems. Speaker: Scott Haddock, Glasslock. The Auto Glass Week Exhibition/Extravaganza show floor will be found in the Kentucky International Convention Center on Friday, September 21, and Saturday, September 22. The Exhibition/Extravaganza gives attendees an opportunity to talk one-on-one with industry suppliers and manufacturers to learn about the latest products for the repair and replacement industry. Attendees also will be able to view the Pilkington Clear Advantage Auto Glass Technician Olympics and Walt Gorman Memorial Windshield Repair Olympics as contestants vie for first place and the gold medal. On Friday, September 21, the show floor also will play host to the Cocktail Party and Auto Glass Safety Council Silent Charity Auction from 5–7 p.m. Sponsors to Visit Please note, this list is current as of August 23, 2012. For the most up-to-date list of sponsors, please visit www.autoglassweek.com/sponsor/listofsponsors. Competitions to Watch The registrations are in, and now it is time for the 33 contestants to showcase their skills within the Pilkington Clear Advantage Auto Glass Technician Olympics (AGTO) and the Walt Gorman Memorial Windshield Repair Olympics (WRO) and vie for the title of “World’s Best Auto Glass Technician” or “World’s Best Windshield Repair Technician.” The competitions, both in their seventh years, provide the opportunity for technicians from around the world to compete to either replace a damaged windshield in the AGTO or repair a chip in a vehicle’s windshield in the WRO. Industry veterans judge the competitors’ overall repair or replacement, as well as their procedures, safety, cleanliness and customer interaction. The competitions are a chance for technicians to learn from other professionals; execute safe, quality installations; pick up innovative techniques; and, of course, a chance to go for the gold and grand prize of $10,000. Judging Criteria for Competitions In the Auto Glass Technician Olympics (AGTO), contestants are judged on ten different sections: professionalism and credentials; technician comportment and vehicle inspection; proper product usage; proper equipment and tools usage; windshield removal; installation technique; post-installation and clean-up procedures; customer wrap-up; in-depth knowledge credit; and correction of inappropriate conditions when necessary. Recognition awards also are presented for innovative use of tools or additional testing that takes the installation to a higher level and raises the benchmark for our industry as a whole. The Windshield Repair Olympics (WRO) is judged based on the Repair of Laminated Auto Glass Standard (ROLAGS™), and all contestants also must participate in a short, 10-question test about proper windshield repair practices (based on the ROLAGS™ standard) during the mandatory contestant meeting held before the competition. The results of the test are included in the finalists’ scores (after the final round is complete). The six areas judged are: customer greeting; technician comportment (professionalism/conduct); vehicle preparation; products to be used; repair technique; and post-repair procedures. There is a heavier weight given to the points assigned within the repair technique section than in other categories. Sights to See For those looking for some after-hours excitement, Louisville has plenty to offer. The city is the home of the Kentucky Derby, Louisville Slugger and Muhammad Ali. Attendees can receive discounts at a number of local establishments by presenting their badge. For a full list of participating businesses visit the registration desk. Also, be sure to check out: Churchill Downs, America’s legendary racetrack and home of the Kentucky Derby and the Kentucky Derby Museum; The Louisville Slugger Bat Factory and Museum (Main Street), home of the legendary Louisville Slugger baseball bat; The Louisville Science Center and IMAX theater (Main Street) provides fun and discovery for inquiring minds of all ages; Fourth Street Live!, a $70 million downtown complex of restaurants, coffee shops, bars, nightclubs and other entertainment venues; Glassworks houses 50 glass artists who can be viewed creating their works of art; open daily for tours and special events; and so much more!

 

Booth 115: A.N. Offers Plethora of Blade Options A.N. Designs Inc. offers plenty of options when it comes to blades. The company’s UltraThin blade comes in 5006-M with 2-inch cut size. Where the 1 ½-inch XL blade doesn’t fit, this 2-inch UltraThin XXL works in small areas of thick urethane that needs to be accessed from the outside. A lever knife can be attached to the blade. The interior blade comes in 5502-M with 1-inch cut length. Due to the increased use of the Ram/Dakota interior blades for quarter glass removal and other interior needs, the company added a 1-inch cut length. The added length gives the technician additional options with interior quarter glass removals, according to information from the company. The long knife comes in 4024-L with 24 inches cut length, and works well on extra deep dashboards. yyä www.ultrawiztools.com Booth 316: Flexible Spider Makes for Efficient Removal Glass WRD introduces the WRD Spider 001S fiber line removal device. The device was designed for safe and efficient removal of auto glass. According to the manufacturer, the compact design makes the device easy to setup and handle. It operates with a cordless drill. The WRD Spider high-tensile strength cutting line can be used for multiple removals. It is soft and flexible, to best eliminate the potential damage to the interior and exterior of the motor vehicle. yyä www.wrdglasstools.com Booth113: GGG Adds to its Line of SensorTack Pads Gold Glass Group of Bohemia, N.Y., is adding to its line of SensorTack Ready Pads. These ready-to-go silicone replacement pads are an alternative to the OE spare part, according to company information. SensorTack Ready Pads work well in all temperature conditions, especially in the cold. Their surface is non-adhesive and can be applied easily. yyä www.gggcorp.com Booth 204: Sika Reformats Its Safe-Drive-Away-Time Chart Sika Corp. has issued a reformatted safe-drive-away-time (SDAT) chart to be more easily readable than previous versions, and reflects the company’s current line of AGR products. This new chart reflects the SDAT for each Sikaflex® and SikaTack® AGR product that is currently available. These include both hot-applied and cold-applied products, as well as additional information on the importance of “No Shortcuts to Safety.” Separate SDAT charts for SikaTITAN® products are available to determine SDAT of these primerless products. In addition, the company has launched two product literature pieces for its transportation OEM and appliance and components markets. The brochures include Sika’s portfolio of sealant and adhesive technologies, general application solutions for sealing and bonding by sub-market segments, as well as additional product technical data information. yyä www.sikausa.com n


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