Members of the Auto Glass Safety Council™ (AGSC) from across the country met recently in San Antonio for the association’s annual Member Meeting. The meeting was held on Wednesday, September 26, just before Auto Glass Week™ got underway.
The meeting, led by AGSC marketing committee chair Peter Brown of Tiny & Sons Glass in Pembroke, Mass., highlighted topics such as advanced driver-assistance systems (ADAS), finding your social media market, and the AGSC Registered Member Company audits (validation) program. Brown also is a member of the AGSC board of directors.
“There’s so much info when it comes to ADAS it feels like we’re getting bombarded,” Brown said.
One thing everyone in the room seemed to agree on was spending more time educating customers on the technology in their vehicles.
“It’s not uncommon for a customer to walk in and need his vehicle recalibrated and not have the slightest clue on what systems he has or the time it takes to complete it the right way. That’s when we as business owners and technicians need to step in,” Brown said.
Jeff Martineau, an auto glass industry sales representative with Clarity Sales Associates and member of the marketing committee, agreed that having customer education at the forefront is crucial.
“We need to do a better job of letting customers know why and when they’re required to have a recalibration,” Martineau said.
Several members noted that the AGSC is moving from its “infancy” stage to adolescence, where the base and verbiage are already established and the focus is now on getting the word out to the public.
Alicia Maples, owner of Fix a Crack, gave a presentation on the importance of knowing a company’s customer base. She highlighted how positive online reviews directly translate into increased business.
“First we must understand where our customers live online. Is it Yelp, Facebook or even Google? No matter the social media outlet we need to do our best to tailor the experience toward them,” Maples said.
She, along with many in attendance, agreed that most customers can leave a review online based on the company’s service and their comments can sway others to or away from the particular business.
AGSC audits were also a key focal point during the meeting.
Visit the members-only portion of the AGSC website to view the presentations from the meeting.