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 Networks in the News 

May, 2000

Guerrilla Warfare on Glass Network "Mobile-Ins"

Article in Beyond Parts & Equipment addresses issues and tips on combating "Mobile Installation Companies" from outside your territory setting prices in your local market.

Attack Network Steering with "Guerrilla Education"

Glass repair professional John Jones (not his real name) turned his O&A reclassification from lemon to lemonade. State Farm said six O&A contractors were in his county (he knew better; there’s one, and he’s not it). The rest were "mobiling in."

"Guerilla education" helps consumers get the quality they deserve while discouraging "MobileX" from invading your territory. If MobileX quotes a cheap price and can’t afford quality work, help customers get quality by teaching them how to monitor the repair.

First, Marketing

His customers know his infomercials on proper glass installation. Mrs. Smith wants him to do her repair . . . but MobileX says it’ll drive 90 miles one way (!) and do the job for $__, complete. The OE glass alone exceeds $___ . So . . .

Next, Education

Jones: Mrs. Smith, the correct glass alone costs more than $___ so it’s likely MobileX plans to use imitation glass and low-quality adhesives that may not yield a safe repair.

Smith: But ___ says $__ is all they’ll pay. I can’t afford any more, and then there’s the deductible. . . . I’ll change insurance companies as soon as this is over, but is there any way you can help me now?

Jones: Hmmm. You’re entitled to a repair that’s as strong and safe as when your car came from the factory. Court cases have decided that. With airbags that’s especially important. The only way to assure factory safety is with factory glass, urethanes, and procedures. You said MobilX will come to you. . . . Can you watch the entire installation?

Smith: Yes . . .

Jones: Excellent. First, tell MobilX you’ll insist on having the installation done inside unless the temperature is above ___ and the humidity is ___ or
better. And make sure your car is parked where you don’t have to move it for ____ hours after the work is done.

Tell them you expect OEM glass, urethane, and mouldings, and you’ll check the products before installation. Here’s the correct name/number for the glass you need and the fast-cure urethane. And here’s how you can make sure they brought the correct products/supplies.

And see this "bug" on your glass now? Make sure the new glass has it, too.

Smith: Bug?

Jones: Yes. That’s the trademark.

Now, before they start the job, insist they vacuum up all the broken glass from inside the ducts, moulding, floor, and any other place. We always do that. Otherwise, when you drive again, glass might blow into your face.

Smith: I sure don’t want that. . . .

Insist on a full-cut install so they take out most of the old adhesive; your car maker requires that. If you see metal scratches, make sure they "prime" them. . . .

[Jones, who has photos for just such uses, goes into more detail than you might.]

When the job’s done, insist they clean up, including all excess urethane off any exposed surfaces immediately after setting the glass. In fact, you might want to take pictures inside and out today, so you can compare when the job is done.

Oh, and you’ll want written specification of the repair. MobileX should give you one, but just in case the installer doesn’t, here’s a blank copy of the form we use. I’ve taken our name and address off it. Just have them fill it in and sign it.

And if they tell you can drive away any sooner than ____, tell them you want to see the manufacturer’s specs on that.

Smith: So I’ll get the correct products?

Jones: As long as you watch and check everything. Get a copy of the invoice, too, so you know they aren’t charging your insurer more than they quoted.

How Long, MobileX?

How long will MobileX want to travel extra miles only to find consumers who know not to let them take shortcuts on materials and procedures, and who’ll watch to make sure they get their money’s worth, for the low price quoted?

[Reprinted with permission of Beyond Parts & Equipment, May 2000, © 2000, Millennium Publications, Inc. Other use or publication of this version is strictly prohibited.]

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