Volume 8, Issue 2        March/April 2006


T e c h  T i p s                
helpful hints


Ask the Doctor

by Walt Gorman

Q. I know your column is about technical subjects, but I cannot use my repair expertise unless I first get the job. I have two years of experience as an employee and in that situation the appointments were always made for me. I have moved to another state and started my own WSR business, but I lose about half the jobs people call me about. I am not a great talker, and a local replacement company tells everyone that repairs are not safe, they are messy, etc. What can I do?

A.When you know your subject well you have an air of confidence. The following will help you speak with the policyholder and get the job.

Keep in mind that most consumers have probably never seen a repair or even heard of one. They probably assume you are talking about a replacement. Be sure that they understand this.

First, ask the customer if the break can be covered by a coin, or if it is a crack whether it is longer than a dollar bill (6 inches). Most people can judge the size quite accurately this way. A large percentage of breaks can be covered with a dime.

Be prepared to answer the questions that consumers will have, such as the following.

Q. Will I be able to see it?

A. You will be able to see it if you are at exactly the correct angle. The break is small and most repairs will clear up to 80 or even 90 percent of what is visible. You probably will have bug or dirt spots bigger and more visible.

Q. Can I drive the car right away?

A. Yes. We will come to your home or place of business. You will not have any loss of time or use of the car. Most replacements require that the car not be driven for hours.

Q. Are repairs safe? I was told by XYZ glass company that they are not.

A. The national hidden camera exposes by Barbara Walters and Fox News in Massachusetts answer this. Not one windshield was replaced safely in either investigation.

Walt Gorman is the owner and founder of A-1 Windshield Doctor in Seekonk, Mass. He has 17 years experience in windshield repair and runs a training school for technicians. E-mail your questions to wgorman@ix.netcom.com.

Copyright 2006 Key Communications Inc. All rights reserved. No reproduction of any type without expressed written permission.