Top 5 Mistakes Made When Requesting a Quote for
Auto Glass Replacement or Repair
By: Ronald W Jackson
Article ID: 6619976 Ezine Expert Author Article
Category: Automotive
As an Auto glass Replacement/Repair Technician for 22 years, I have experienced thousands of incoming calls requesting quotes for cracked windshields and rock chip repairs. Time and time again these top 5 mistakes are repeated due to miscommunication that unfortunately winds up having the incorrect part ordered, dissatisfied customers, time and gas wasted, quoted amount higher than prepared for, a reschedule needed, and so on. All of that can easily be avoided if you only follow these 5 tips:
Top Mistake #1: What's it Called? It's funny how just one little word can be used, or rather misused, and if not clarified for the both of us can lead to disaster. Let me explain; In this industry a windshield is a windshield - but surprisingly in the customer's "world", that little piece of glass can be called a glass, window, windscreen, etc. And in fact can be called "the driver's side glass" meaning the crack is on the driver's side of the windshield. Back glass is what we call the back-glass, however this has been called window too. But it is without a doubt the door glass (we call it that) that is the most miscommunicated. "My door" to us can mean your actual car door, your door regulator, etc. When we hear "my window is broken on the right side" we hear your passenger side door glass is broken. A customer is capable of saying "the glass is broken behind me"...now, usually at this time detective work is needed.."Could this be the rear door glass"??? We dig deeper.
Top Mistake #2: What's In a Year? You would be surprised at how many people really have no idea what they are driving around in. Specifically the year, make, model, style, doors, etc. Specifically, it is the YEAR that really causes problems! Customers who tell us the wrong year, and we purchase the glass, show up, and it doesn't fit properly, have no idea that even just a 1 year difference can cause us to bring you the wrong part! And sometimes being able to run back to the warehouse, get the correct part based on year, and rush back to you can be impossible and we are forced to reschedule!
Top Mistake #3: What Do You Drive? Do you have 2 or 4 door, sedan, coupe convertible, etc? Is the Model New? (ex; as in NEW Optima vs Optima). Is the Model you have an Explorer..or an Explorer Sport Trac? If a customer says they have a Jeep, we need to know if is it a Cherokee, Grand Cherokee, or Wrangler. To top it off a Cherokee has 2 and 4 door that each could require a different glass. Have a Kia Rio? or is it a Rio5? Okay, you get the picture. It matters..really!
Top Mistake #4: How Much? When you call our company, J and L Auto Glass, we always quote you like this: "$150 plus tax, so $163.88 out the door". Or we might say: "your total out the door is $163.88 that includes tax". But that funny little word gets lost in translation quite a bit. So a customer goes to pay and says, "but I was quoted $150..." The "plus tax" is not heard. What most customers don't realize is that in this industry most other auto glass shops will quote as "that will be $150"...then after the job, you are told $163.88. You become understandably upset because that is not what you were quoted when you called. Always ASK "is that quote INCLUDING SALES TAX?"
Top Mistake #5: Arrival Time is When? We are always careful with this little sentence because we know how busy you are and how every minute of every day is full for all of us. Since we are not the cable company (ya' know, "be there between 8am & 6pm") we like to give a time of arrival. But the miscommunication is that the assumption of the time of arrival given is in the customer's mind that the tech arrives and it's done. But what most customers don't know is that sometimes installations just don't go as planned. Techs can be there for an hour or 4 if issues arrive. So arrival time is the tech arrives and now the fun begins. Just relax inside and we will get everything all fixed up for you! But please do NOT schedule your day so that you are driving it away right after the tech is done...NO! That is just NOT SAFE!! There is a "safe drive-away time." Each vehicle is different..so ask!
So that's it! The Top 5 mistakes that miscommunication can and will happen with potential customers and glass technicians. Also causing a phone call to take longer as many questions are asked of you.
If you need our services, just call, text, email, or go online at www.jlautoglass.com or www.jlautoglass.net for quote requests (psst.. this saves you 10%).
When you do remember the Top 5:
Call we will talk you through the "Top 5" - (615) 497-6369
Ron Jackson (Owner & Technician)
J and L Auto Glass
Proudly Serving Tennessee & all surrounding areas. As well as Parts of Kentucky
Article ID: 6619976 Ezine Expert Author Article
Category: Automotive
As an Auto glass Replacement/Repair Technician for 22 years, I have experienced thousands of incoming calls requesting quotes for cracked windshields and rock chip repairs. Time and time again these top 5 mistakes are repeated due to miscommunication that unfortunately winds up having the incorrect part ordered, dissatisfied customers, time and gas wasted, quoted amount higher than prepared for, a reschedule needed, and so on. All of that can easily be avoided if you only follow these 5 tips:
Top Mistake #1: What's it Called? It's funny how just one little word can be used, or rather misused, and if not clarified for the both of us can lead to disaster. Let me explain; In this industry a windshield is a windshield - but surprisingly in the customer's "world", that little piece of glass can be called a glass, window, windscreen, etc. And in fact can be called "the driver's side glass" meaning the crack is on the driver's side of the windshield. Back glass is what we call the back-glass, however this has been called window too. But it is without a doubt the door glass (we call it that) that is the most miscommunicated. "My door" to us can mean your actual car door, your door regulator, etc. When we hear "my window is broken on the right side" we hear your passenger side door glass is broken. A customer is capable of saying "the glass is broken behind me"...now, usually at this time detective work is needed.."Could this be the rear door glass"??? We dig deeper.
Top Mistake #2: What's In a Year? You would be surprised at how many people really have no idea what they are driving around in. Specifically the year, make, model, style, doors, etc. Specifically, it is the YEAR that really causes problems! Customers who tell us the wrong year, and we purchase the glass, show up, and it doesn't fit properly, have no idea that even just a 1 year difference can cause us to bring you the wrong part! And sometimes being able to run back to the warehouse, get the correct part based on year, and rush back to you can be impossible and we are forced to reschedule!
Top Mistake #3: What Do You Drive? Do you have 2 or 4 door, sedan, coupe convertible, etc? Is the Model New? (ex; as in NEW Optima vs Optima). Is the Model you have an Explorer..or an Explorer Sport Trac? If a customer says they have a Jeep, we need to know if is it a Cherokee, Grand Cherokee, or Wrangler. To top it off a Cherokee has 2 and 4 door that each could require a different glass. Have a Kia Rio? or is it a Rio5? Okay, you get the picture. It matters..really!
Top Mistake #4: How Much? When you call our company, J and L Auto Glass, we always quote you like this: "$150 plus tax, so $163.88 out the door". Or we might say: "your total out the door is $163.88 that includes tax". But that funny little word gets lost in translation quite a bit. So a customer goes to pay and says, "but I was quoted $150..." The "plus tax" is not heard. What most customers don't realize is that in this industry most other auto glass shops will quote as "that will be $150"...then after the job, you are told $163.88. You become understandably upset because that is not what you were quoted when you called. Always ASK "is that quote INCLUDING SALES TAX?"
Top Mistake #5: Arrival Time is When? We are always careful with this little sentence because we know how busy you are and how every minute of every day is full for all of us. Since we are not the cable company (ya' know, "be there between 8am & 6pm") we like to give a time of arrival. But the miscommunication is that the assumption of the time of arrival given is in the customer's mind that the tech arrives and it's done. But what most customers don't know is that sometimes installations just don't go as planned. Techs can be there for an hour or 4 if issues arrive. So arrival time is the tech arrives and now the fun begins. Just relax inside and we will get everything all fixed up for you! But please do NOT schedule your day so that you are driving it away right after the tech is done...NO! That is just NOT SAFE!! There is a "safe drive-away time." Each vehicle is different..so ask!
So that's it! The Top 5 mistakes that miscommunication can and will happen with potential customers and glass technicians. Also causing a phone call to take longer as many questions are asked of you.
If you need our services, just call, text, email, or go online at www.jlautoglass.com or www.jlautoglass.net for quote requests (psst.. this saves you 10%).
When you do remember the Top 5:
- Windshield or backglass? doorglass...which side? (front, back/rear, passenger, driver's?)
- What Year is your vehicle?
- What Make/Mode/Style is your vehicle?
- What is the "out the door" (otd) quotes make sure it includes sales tax
- Arrival Time and “Safe Drive-Away Time”
Call we will talk you through the "Top 5" - (615) 497-6369
Ron Jackson (Owner & Technician)
J and L Auto Glass
Proudly Serving Tennessee & all surrounding areas. As well as Parts of Kentucky
- Next Article..."Top 5 Mistakes on Insurance Claims"
- Future Article..."Decoding the Vin# Know Exactly What Year Your Car Is"