WINDSHIELD REPAIR JOURNALEdgeguard & Ultra B-O-N-D

December 2001 / January 2002

CUSTOMER SERVICE5 WORST THINGS TO SAY TO A CUSTOMER

a IT'S NOT MY DEPARTMENT. Instead you~ should always tell them what you do. "I handlethe repairs, let me get you the person who doesour insurance billing".

INSIDE THIS ISSUE

1 Customer Service

2 Resin Review

3 Tech to Tech

3 Newsletter Specials4 Resin Review Continued

4 Independent Survey

4 Suction Cups

Ultra BOND e-mail address and webe-mail: ultra@acsol.net

web: www.ultrabond.com

www.edgeguard.com

Or if you really can't help the customer withoutthe computer say: ''I'm sorry, but the computer isdown. Let me take all the information from you andI'll call you back as soon as the computer is upagain." If you know how long that will be, tell them.If you are not sure, tell them you are not sure howlong it will be but give them a time or date when youwill at least get back to them.

~ I WASN'T HERE THAT DAY. Do you reallyV think the customers care? It's not even an issue to

discuss, unless it affects their problem. Insteadsay: "I don't know all the circumstances, but I'll

find the answer for you or find someone who

can help you."

I'M NEW HERE. Again, this is an excuse and

not a reason. Instead try: "Please bear with me.I've been here only a few weeks and I'm still

learning this job." Customers will have more

sympathy, but you still have to solve the problem

quickly and satisfactorily.

IT'S NOT OUR POLICY. Customers aren't

interested in your policies; they only want to be

helped. You need to explain why you can't helpthem and "It's not our policy" is not an

explanation. Instead, tell them: "The companyhas a policy against this because .... " As an owner

of your own company, you have some rules you

want followed in your business for a particularIf " h ""reason. you say t e company or our

company" instead of "my company" or "I am the

owner" they will not expect you to bend therules. If you are an employee and do not know

the reason for the policy, find out.

MY COMPUTER'S DOWN. That one hurts

because many customers can remember the days

before the computer and they know howsuccessful business was conducted then. Instead

tell them: "I'll be happy to help you, but it may

take a little longer because I will need to do it byhand. The computer is down at the moment."

Nobody likes dealing with angry customers, so it'simportant to use the right words and phraseswhen you help a customer with a problem.

The right words will help you control the situation. Use thewrong words, however, and it will be like waving a red flag infront of an angry bull: You'll just upset the customer more,and the situation could turn ugly.

Here are some of the things NOT to say to your customersand suggestions for what to say instead:o

1

THE AUTO GLASS AFTERMARKET

(UPSIDE DOWN PYRAMID)

EDGEGUARD 99%

STONE DAMAGE REPAIR35%

LONG CRACK REPAIR14%

REPLACEMENTS 7%

The Auto Glass industry onlymarkets the smallest section

Backward Thinking!

Edgeguard and Windshield Repairhave the most potential.

4

Independent SurveyAn independent company was hired to verifY the survey

results performed by Ultra Bond and Edgeguard. Theirconclusions concur and are as follows:

Number of Vehicles Number of VehiclesPercentage of VehiclesSurveyed

With No DamageWith Damage426

24642%

Number of Vehicles

Number of EdgePercentage of VehiclesWith Edge Cracks

Cracks FoundWith Edge Cracks75

90*(includes vehicle with18%

more than 1 edge crack)Floater Cracks

Number of FloaterPercent of VehiclesCracks Found

With Floater Cracks25

6%

Stone Damage

Number of StonePercent of VehiclesBreaks Found

With Stone Breaks204

30%

Other

Number ofNumber of Windshields

Miscellaneous Damagewith Edgeguard

2

2

Conclusion

'*' 42% of vehicles need a windshield repair

'*' 24% need long crack repair

'*' 99% need edgeguard

'*' 11% of stone breaks become floater cracks

YOU'RE IN THE RIGHTBUSINESS!!

SUCTION CUPSThe suction cups need to be broken in for smooth

sliding during a long crack repair. A slip of paper telling

you how to soften them comes with your order.

However, after some additional testing, it was found that

they stayed a little softer if you actually adhere them flat

against a plate or baking sheet then place them in the

oven at 200 degrees for about 20 minutes. Remove while

they are still hot and holding a cup with a towel so you

won't burn yourself, flex the cup back as far as it will go,

moving around the entire cup. Repeat as necessary until

the cups are sliding as smooth as you like.