I was overcome with emotion when the “good hands people” notified our shop that we had attained “Distinguished Performer” status. With tears of joy streaming down my face, I continued to read on that with all the glass shops out there, we have been elevated. The hard work of our technicians, support staff and commitment to customer service was finally paying off. To the “good hands people” we were now ranked with the best of the best. And like they say in that well known beer commercial, “It doesn’t get any better than this.”
I had to re-read the short e-mail, received by our company’s president, because it was almost too good to be true. I have never considered myself to be a skeptic, but given the nature of the auto glass industry, an insurance company just doesn’t congratulate you without a hitch. It just doesn’t happen. So I reread the email and guess what? I was right, there was a catch. Imagine that. Not only were we now considered among the best, but on the date that we would be formally recognized as the best, we would have to continue to outperform, for less money. You just can’t beat that. And to top it off, there was no action required on our part. The transition to this “elite” status would be seamless.
In all honesty, we didn’t even have to think twice. Without hesitation, we will be cooperative and take care of our mutual customer, making you look good while you enhance your bottom line and we can sacrifice ours. It would be an honor. After all, these opportunities do not come by everyday. We wouldn’t think of using inferior glass or compromising our service. After all, we aren’t in business to make money. Rather, we are in business to serve the insurance companies. Who wouldn’t jump at that chance? Actually, we thrive on the challenge. Watch our profit margins erode and see how long we can stay in business.
To the executives at the helm and those with the creativity to develop these generous programs, I hope that you will take the time out of your hectic schedules, when your bonus checks are distributed, to take a moment and reflect. And maybe, just maybe, please consider sending out another congratulatory note, including thanks, to those of us who are most grateful that you had the dignity to throw us a few crumbs from the table.
Wednesday, October 28, 2009
Friday, October 9, 2009
Repair Awareness
Friday afternoon, I took the afternoon off for some R and R. I was lounging by my pool and I fell asleep. While napping I had a very unusual dream.
I dreamt that after the Obama administration passed its healthcare legislation, the President decided that he wanted every citizen that was of legal driving age to own an automobile. Of course, it had to get the required mileage, etc. In addition, he wanted every automobile to be covered by insurance that included comprehensive coverage with an auto glass endorsement and no deductible.
There would be no restrictions such as pricing caps, etc. You would have the freedom to have your vehicle serviced by any collision or auto glass shop that you desired. What was very interesting was that unlike the healthcare policies that covered the President and members of the Congress, the very people that would pass this legislation wanted the ability to opt out and be able to subscribe to the same policy offered to the general public at large. You see, they were on some policy underwritten by some company whose ad prop was a green lizard type and they wanted to have the ability to have their auto glass replaced by a quality shop, using quality materials and employing quality technicians.
They did not want to be subjected to harassment by some third-party when calling in their claims. They simply wanted the freedom to have their cars serviced where they could trust that the job would be done correctly and safely. What was ironic was that everyone who attended the town hall meetings held by their representatives were adamant about having this program enacted. They actually wanted the government to legislate this new program. There was no concern for the cost of the program or the fact that the government would be involved.
People were tired about having to listen to some customer service representative for 20 minutes trying to talk them into taking their car to some box store styled repair and replacement shop. They were exhausted after simply trying to make an appointment with a shop of their choosing and getting railroaded by some individual located at some call center in the Midwest.
Well, after months of debate and public outcry, the bill was finally reconciled in a joint committee of both houses and the day finally came for it to come up for a vote. A short time after the voting began, I woke up after being licked across the face by my 140-pound black lab, Otis. Unfortunately, we will never know how the vote would turn out.
What a dream. In the course of a short, eventful half-hour snooze, the ills of the automotive glass repair and replacement industry were almost fixed. Back to the nightmare.
I dreamt that after the Obama administration passed its healthcare legislation, the President decided that he wanted every citizen that was of legal driving age to own an automobile. Of course, it had to get the required mileage, etc. In addition, he wanted every automobile to be covered by insurance that included comprehensive coverage with an auto glass endorsement and no deductible.
There would be no restrictions such as pricing caps, etc. You would have the freedom to have your vehicle serviced by any collision or auto glass shop that you desired. What was very interesting was that unlike the healthcare policies that covered the President and members of the Congress, the very people that would pass this legislation wanted the ability to opt out and be able to subscribe to the same policy offered to the general public at large. You see, they were on some policy underwritten by some company whose ad prop was a green lizard type and they wanted to have the ability to have their auto glass replaced by a quality shop, using quality materials and employing quality technicians.
They did not want to be subjected to harassment by some third-party when calling in their claims. They simply wanted the freedom to have their cars serviced where they could trust that the job would be done correctly and safely. What was ironic was that everyone who attended the town hall meetings held by their representatives were adamant about having this program enacted. They actually wanted the government to legislate this new program. There was no concern for the cost of the program or the fact that the government would be involved.
People were tired about having to listen to some customer service representative for 20 minutes trying to talk them into taking their car to some box store styled repair and replacement shop. They were exhausted after simply trying to make an appointment with a shop of their choosing and getting railroaded by some individual located at some call center in the Midwest.
Well, after months of debate and public outcry, the bill was finally reconciled in a joint committee of both houses and the day finally came for it to come up for a vote. A short time after the voting began, I woke up after being licked across the face by my 140-pound black lab, Otis. Unfortunately, we will never know how the vote would turn out.
What a dream. In the course of a short, eventful half-hour snooze, the ills of the automotive glass repair and replacement industry were almost fixed. Back to the nightmare.
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