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

CUSTOMER SERVICEStart our Right

The way you greet walk-in customers has a hugeimpact on your company's bottom line. Here are sometips to ensure that you greet customers in a way that

makes them want to keep coming back.

1. Use their name: If the customer has called in and

set an appointment you have their name and the timethey should be arriving. When a customer enters at thattime, address them. Mr. Monroe? Great! I'm ready for

your vehicle now. If you know they are a repeatcustomer, let them know you are happy they are back."Mr. Monroe, it's nice to see you again." Customers liketo return to secure, friendly environments. Show thatyou recognize them, and they'll want to come back.

2. If the customer is a walk-in with no appointment,try a different approach from the standard "Can I helpyou?" Introduce yourself. "Hi, I'm Justin, have you

been in here before?" A survey states that this approachseems to wok because the greeting shows customers thatyou're reaching out to them, trying to establish whatlevel of help they need.

If the customer tells you he has been in before, you can

say, "Welcome back, we appreciate your coming to seeus gain." You can also ask them what service they had

done on their last visit and how they liked it. This givesyou the opportunity to provide positive reinforcementand clear up any concerns. If this is their first visit, show

them around, show them samples, identify needs andpoint out any specials you have.

3. Ask about the weather. Actually, even though it is

an often-used topic, it breaks the ice and gets peopletalking about something they are comfortable with. It'scritical to respond to the customer's comments about the

weather though. If you don't respond, it shows you're

not listening and that will just make them angry.

Once you've addressed their comments, you can make

the transition from the weather to identifying theirneeds. Example: "Well, at least you're in out of the rain

now. What brings you in, aside from the wet weather?"

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4. Use a conversation piece. Glass samples on display,

is a great way to get started, but it can even be your petbird. It gets the customer talking and interested.

Even more important than the words you use is the

effort you take to make the greeting. You mustacknowledge customers the moment you see them.Even in you are in a back room and a doorbell notifies

you of a customer, call out, "Hi there, I'll be right out!"It's simple and gives the customers the acknowledgmentthey want.

CREDIT CARD USERS

Some of you have forgotten to provide us withyour updated number or expiration date. If

you have had a recent change in either of these,

please call us with the new information to prevent

charge declines and late charges. Thank you.

INSIDE THIS ISSUE

1 Customer Service

2 Repair/Replacement Insurance

3 Legal News

3 Newsletter Specials

3 NWRA Conference

4 Tech to Tech

4 Ultra Bond Web Site

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

web: www.ultrabond.com

www.edgeguard.com

LEGAL NEWSULTRA BOND SETTLES SHORT

PAYMENT SUIT

Ultra Bond filed suit against Highland InsuranceGroup for short payment on a RV windshield

replacement. Ultra Bond invoiced HighlandInsurance for $1,300 and was sent a check in the

amount of $729.23, a difference of $570.77. The

replacement had been authorized by a Highlandrepresentative prior to the job being performed. UltraBond's complaints were Tortious Interference,Restraint of Trade, Unfair Trade Practices and the

short payment.

A Highland Insurance representative and their local

attorneys attempted to settle the suit by arguing thatthey were quoted $1,000 and $1,150 by two otherauto glass shops in Grand Junction and that the

Insurance Company has only an obligation to paywhat is "reasonable and customary" to have theinsured vehicle returned to its pre-loss condition.

Campfield argued that his shop could not becompared to other shops in town because his is the

only one that offers long crack repair and Edgeguard

in the best interest of the customer's safety and savingsto both the customer and the insurance carrier. He

went on to argue that if they were to compare the lastten RV invoices from the other glass shops to ten RVinvoices from Ultra Bond, they would find that all ten

would have been replaced at the other shops but Ultra

Bond usually REPAIRS 7 OUT OF 10. Using thelowest quote of $1,000 given by the other glass shop,those ten invoices would have totaled $10,000 to the

insurance company. However, at Ultra Bond, theywould have replaced three at $1,300 (the amountCampfield billed Highland) for a total of $3,900 and

repaired seven cracks at $89.95, equaling $629.65, fora grand total billing to the insurance company of$4,529.65. A saving of over 50%!

He also eXplained that when he did do a

replacement, he added Edgeguard to the windshieldand provides the customer with a 4-year written

warranty against edge cracking. By offering both, hetold them, his shop was the best deal in town for both

the customer and the insurance companies, so whywere they in court?

After a consultation with their attorney, HighlandInsurance Group paid the full amount billed.

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ULTRA BOND SUES INFRINGER

Ultra Bond filed a suit against Richard Kruger, Sr.,

d.b.a.: Rock Chip Rich for patent infringement

through breach of contract and fraud. Krugercanceled his License Agreement with Ultra Bond for

the use of their patents by way of fraud. He stopped

paying his royalty fee for use of the patents, but never

stopped using the patents. The Court ordered a

judgement for $9,965.00 for damages on September21, 2000. Kruger has filed bankruptcy.

Cover up forCold Weather

Ultra Bond carries sweatshirts and long sleeve t­shirts for the colder weather.

Sweatshirts are available in Navy and Ash for $20.00

through Dee. 15

Long-sleeved T's are available in Charcoal, Black &Navy for $15.00. The long-sleeve mock turtle T's are

available in Forest Green, Black and Navy for $15.00.

XX and XXXL lightly higher in price.

We will only be able to place one order before the

end of the year, so the deadline is the 22nd.

itEPfiI it/itEPLfiCEM EfiTIfiSUitfifiCE

Glassco a property and casualty insuranceprogram, and subsidiary of the NGA offers

insurance for repair and/or replacement businesses.

The information provided to us does not tell us if theyare statewide, but you can call them toll free at 1-888­

350-1234, visit their web site at www.glass.org or faxthem at (703) 442-0082.