NWRA on a Mission
by Kerry Wanstrath
The National Windshield Repair Association (NWRA) is on a mission to
make a difference in the way the repair side of the auto glass industry
is viewed. While this process has already commenced, as was evident from
my discussions with many of those in attendance at Auto Glass Week™ in
Memphis, Tenn., I will say this is only the beginning (see related story
The NWRA has some great things in the works that we believe will help
separate the wheat from the chaff. Volunteers have been quietly gathering
information across several states to document the quality of repairs being
done in the field over the last few months. It actually has been unbelievable
to see the “standard” by which some operate; if I hadn’t seen it with
my own eyes I wouldn’t have believed it myself. The breaks I have seen
have not been anything beyond what an average windshield repair technician
should be able to repair after some months of experience and training.
Due to this seeming lack of quality in the industry, the NWRA is interested
in producing an education, testing and certification program for our members
that will stand head and shoulders above anything else the industry has
to offer. The NWRA already is recognized as the industry’s leading repair
organization, by its work in the completion of the ANSI standard for the
Repair of Laminated Glass (the Repair of Laminated Auto Glass Standard).
Now we believe with education, testing and certification we will allow
our members to certify to the industry that they are operating to a higher
standard. This, in itself, should give added confidence to the insurance
world that these members, willing to take this extra step, may be deserving
of special consideration.
“It actually has been
unbelievable to see the ‘standard’ by which some operate.”
Our motive is to elevate the overall image of repair and especially those
companies with a repair-first attitude. We also are still quietly gathering
data about repair quality across several states that maybe helpful. Repairing
first is the right thing to do for so many reasons; it’s good for the
consumer, good for the environment, and good for insurance companies.
It also is good for the shops, because it creates a sense of goodwill
and trust between you and the customer. It is a fact that a customer will
come back to the same business for a replacement if he received a quality
repair first from that business.
Undoubtedly there are technicians and businesses out there who will continue
to do poor quality repairs or use repair as a tool for getting replacement
work. I don’t think any one person or group can ever totally stop this
from happening. My goal is to exploit the benefits of quality, education,
certification and also verification of quality to those to whom this matters
most—both the consumer and insurers who pay for windshield repair. Are
they not both entitled to these?
We plan to aggressively market the certification program to the insurance
industry and various third-party administrators, so that you, the technician
or shop, can benefit. The NWRA plans to announce the opening date for
these programs soon. Find out how you can get involved by contacting the
NWRA today at firstname.lastname@example.org.
Kerry Wanstrath is the president of the National Windshield Repair
Association. In addition, he serves as president of Glass Technology in
© Copyright 2011 Key Communications Inc. All rights reserved.
No reproduction of any type without expressed written permission.