VOLUME 10, ISSUE 5 Aug./Sept. 2008

Certification Testing Included inAnnual Conference Registrationat No Additional Charge

This year’s conference NWRA willoffer attendees a special bonus: achance to get NWRA-certified at

no additional charge. Certification test-ing is in addition to the great education-al program planned.

NWRA will be presenting an hour-longtraining course on the written portion ofthe repair technician certification pro-gram. Attendees will receive all theinstruction necessary to prepare for a

written version of our online certificationexamination. They will then be adminis-tered the certification examination free ofcharge – a $95 value that for one day onlywill be considered part of your conferenceregistration fee. If the repair technicianpasses the written exam then he willmerely need to perform the required prac-tical demonstration of a repair.

All NWRA Practical AssessmentAdministrators (PAA) who are exhibitingat NACE during the conference will beequipped to observe these technicaldemonstrations of prospective certifiedtechnicians. This means that qualifiedrepair technicians who pass both thewritten and practical portions of the pro-gram will be able to leave Las Vegas asNWRA-certified technicians at no addi-tional conference cost. A complete list ofavailable PAAs at NACE will be providedat a later date.

The first conference panel discussionwill bring together several major insur-ance companies and third-party admin-

istrators to talk about how best to pushclean ethical repair to our mutual cus-tomers. Also on the agenda to be dis-cussed will be the insurance communi-ty’s opinions on the movement toward“flat” pricing being used by several carri-ers; trends toward rising repair rates;how networks benefit or hamper repair;and other important industry topics.

The second discussion will involvemajor industry players and will hash outideas and concerns overlapping thoseproblems. Some topics you can expect tobe addressed are “ROLAGS – one yearlater,” and “Rising repair rates – Whatdoes it mean and why?”

Conference attendees will also beable to attend a great 90-minute pres-entation on Internet marketing. It is a

MEMBER NEWSLETTER

August/September 2008 www.nwrassn.org 1

NewsNewsINDUSTRYNEWS

Annual Conference Seminar Schedule Set

Due to the importance of this year’sAnnual Conference, NWRA suppliermembers have decided to provide 50-percent-off coupons – a $75 value – tothose who register before the pre-regis-tration deadline. The coupons have beendistributed to NWRA Supplier Members(see list at right). To receive your 50-per-cent-off coupon contact your NWRAsupplier member today!

continued on page 2

Contact these NWRA supplier-member companies for a 50%-off coupon

• AEGIS

• Crackmaster Distributor

• Delta Kits

• Fas-Break

• Glass Medic North America

• Glass Technology

• GlasWeld

• GlazeX

• Harmon Solutions Group

• Liquid Resins International Ltd.

• LYNX Services LLC

• Novus

• Safelite Auto Glass

• SuperGlass Windshield Repair

• Windshield Doctor Repair KitConestants get ready for the Windshield Repair Olympics to be held during the

NWRA Conference November 6, 2008

well-known fact that most consumersrun an Internet search for local glassservice providers before they visit theirphone books. Today, if you do not havea website, then you are losing money.NWRA has invited Scott Orth of GTSto present attendees with an intenseeducation seminar on what they needout of a website and how to get one upand running. (See related story on page 4.)

NWRA will also be co-sponsoring thethird annual Walt Gorman MemorialWindshield Repair Olympics (WRO).The event will again be held on theNACE trade show floor so that the entireshow floor can see what excellent autoglass repair looks like. At the writing ofthis column most contestants alreadysigned up for the competition areNWRA-certified technicians, so you canexpect to see NWRA technicians place inthis year’s competition. The WRO will beheld Thursday, November 6. Thoseinterested in competing can visitwww.repairolympics.com.

Following the conference will onceagain be the annual NWRA cocktailparty where attendees will be able to dis-cuss the day’s events and network forfuture business opportunities.

This year’s conference is not onlyaffordable but also will be extremelyeducational and not to miss.

The U.S. Court of Appeals for theTenth Circuit in Colorado recent-ly upheld a lower court’s decision

to dismiss a case filed by RichCampfield, president of UltraBond Licensing and Ultra BondWindshield Repair andReplacement, against StateFarm and its glass claimsadministrator, LYNX Services.The case, in which Campfieldcontended that State Farm andLYNX interfered with hiscompany’s long-crack repairservices, was originallyfiled in 2003 and dis-missed in 2005, prior tothis appeal.

In the decision, issued on July 15, cir-cuit court judges Michael R. Murphy,Stephanie K. Seymour and Michael W.McConnell wrote in their decision that,“We affirm, finding that Mr. Campfieldfailed to properly plead his antitrustclaims and failed to provide sufficientevidence of a wrongful act by State Farmfor purposes of the [Colorado ConsumerProtection Act] or tortuous interference.”

The judges also wrote that “Weaffirm the district court’s dismissal ofthese claims because Mr. Campfieldfailed to allege a relevant market, andcannot bring a per se claim because thedefendants are not competitors.”

In the suit, Campfield alleged thatwhen a State Farm insured calls in aclaim for a cracked windshield, if thecrack is determined to be longer than sixinches (considered a “long crack”), thebenefits of repair are not fully explainedand the insured is encouraged to havethe windshield replaced. By doing so,Campfield alleged that State Farm andLYNX have interfered with the licensingof the Ultra Bond method of repairinglong cracks.

The original complaint also allegedthat State Farm and LYNX “used theirmarket power to foreclose plaintiffs and

all other repairablelong-crack repaircompetitors fromthe windshield

repair market.” Inthe suit, Campfield’scounsel, MontgomeryKolodny of Denver,also alleged that StateFarm and LYNX

Services violated theColorado Consumer

Protection Act which prohibitstortuous interference with existing andprospective business contracts.

Ten days after the decision was ren-dered, Campfield and his company,Ultra Bond Windshield Repair andReplacement, filed a “petition for re-hearing” in the case.

“We have filed a Petition forRehearing as we disagree with the rul-ing,” says Campfield. “This case affectsmillions of consumers and an entireindustry.”

In the petition, the company notesthat “the challenged act here is notwhether long cracks are repairable.”

“The challenged act is not allowingthe consumer to decide what to purchaseby not disclosing the free windshieldrepair option that State Farm admittedlyprovides,” write Todd L. Vriesman ofMontgomery, Kolodny, Amatuzio &Dusbabek LLP and Robert L. Allmanand John P. Mitzner of Allman &Mitzner LLC, attorneys for the plaintiff.

The petition alleges that State Farmand LYNX have a “do not tell” proce-dure—where the customer service rep-resentatives (CSRs) don’t explainwindshield repair to the consumer—and that the CSRs [are] trained toprocess claims as replacement claimsautomatically, without asking for con-sumer preference.

In addition, the petition alleges that

INDUSTRYNEWS

2 www.nwrassn.org August/September 2008

continued on page 3

Appeals Court Dismisses Long Crack Suit

Conference Schedule at a GlanceStart End SeminarThursday, November 6, 20087:30 6:00 Registration Open10:00 4:00 WRO Friday, November 7, 20087:30 6:00 Registration Open8:00 8:30 Opening & Welcome8:30 10:00 Green Initiative10:00 10:15 Break10:15 11:45 Internet Marketing12:00 1:00 Lunch1:00 1:45 Visit NACE (Board Meeting)2:00 3:15 Insurance Panel3:15 4:00 Industry Panel4:00 4:45 Repair Training4:45 5:00 Break5:00 5:30 Certification Exam6:00 8:00 NWRA Cocktail Party

NWRA member MichelleRantuccio of theWindshield Repair Center

in New Jersey recently ran intosome difficulty when she begansearching for a new home inSouth Carolina. Hoping to expandher windshield repair businessinto South Carolina along with hermove, she was told by her lender,Shore Mortgage Company, thatshe was not eligible for a residen-tial mortgage. Shore Mortgagetold Michelle that windshieldrepair companies were notconsidered mobile businessesand she could not run one from her resi-dence without the proper coverage onthe home. Since Michelle and her hus-band already operate two repair loca-tions in the New Jersey and Philadelphiaregion, she contacted NWRA to draft aletter on her behalf to her reluctantlender.

Below is the letter drafted to ShoreMortgage Company:

Jeff HimelsonShore Mortgage Company

770 S. Adams Road Suite 300Birmingham, MI 48009

Dear Mr. Himelson,I’m writing on behalf of the National

Windshield Repair Association (NWRA),a not-for-profit trade association organ-ized in 1994 to promote the legitimacy ofthe windshield repair industry.

The NWRA provides a forum for the

exchange of ideas betweenits members and providesthe public, industry and gov-ernment with a reliablesource of information regard-ing windshield repair. TheNWRA also organizes, at agrass-roots level, campaigns toinfluence the governmentalagencies responsible for estab-lishing regulations for thewindshield repair industry.

I have been contacted by Ms.Michelle Rantuccio of theWindshield Repair Center, anNWRA member company. Ms.Rantuccio has indicated to methat she is having trouble secur-ing a residential mortgage inSouth Carolina because your

institution has questions about whetherwindshield repair companies can be com-pletely mobile businesses.

Please know that an estimated 90percent of all windshield repairs aredone as mobile work. Very few repairsare performed in an automotive servicefacility. By our estimates approximately

“State Farm/LYNX ma[ke] it virtuallyimpossible for the CSR to honor a con-sumer’s request for a long crack repairby intentionally not having a referraldatabase of expert repair techniciansthat repair long cracks.”

“The issue is whether State Farmintentionally omitted to advise itsinsured, the consumer, that it had achoice,” reads the petition. “The ‘decep-tive act’ is nondisclosure of purchaseinformation to an insured seeking thatinformation while purchasing a wind-shield repair or replacement.”

Campfield says that the company isrequesting a trial by jury, and if this

request is denied, he plans to file anadditional suit.

“If we are denied a trial then we willhave no choice but to file another suit,”he says.

No News is NoNews on Z26

NWRA nor any of its members havereceived additional news over the lastfive months from or about the SAE Z26.1Committee (see previous stories inJanuary and March 2008 NWRAnewsletters) and its attempts to limit the

use of repair through their Standard.After organizing a huge response to therelease for Z26, NWRA has heard noreports of responses to the commentsthat were made on behalf of the repaircommunity.

NWRA will continue to monitor thesituation and work through channels ona strategy that will attempt to prevent astandard requiring marking on repairedwindshields from continuing to moveforward. In the meantime, we ask thatany member who does receive a responseto comments they submitted to the SAEZ26 committee, please contact PatrickSmith at the NWRA office.

INDUSTRYNEWS

August/September 2008 www.nwrassn.org 3

ASSOCIATIONNEWS

continued on page 4

Michelle Rantuccio was denied a loanbecause of her windshield repair business.

NWRA Educates Lenders about Windshield Repair

15 percent of all windshield repair com-panies are completely mobile businesses.A plurality of windshield repair sales aremade over the phone and only account-ing records are kept in a central location.All other materials necessary to operatea windshield repair business are con-tained within a business’s vehicles.

It is perfectly conceivable that theonly business being done by a windshieldrepair company at their residence wouldbe the booking of business over thephone and any accounting and record-keeping necessary to maintain her busi-ness. Customers would never visit thehome and no repairs would be done onthe property.

Should you have any other questionsor require any other information con-cerning windshield repair please feel freeto contact me directly.

Respectfully,Patrick M. Smith

Director of OperationsNational Windshield Repair

Association (NWRA)

The mortgage company responded toMichelle's protests stating that they couldnot "verify her information" and denied theloan after she provided them letters fromher Congressman in New Jersey, heraccountant and, of course, NWRA. TodayMichelle is working with another lender.

4 www.nwrassn.org August/September 2008

ASSOCIATIONNEWS

Ad Awareness: NWRA Objects to Pork AdvertisementEver on the

lookout for misrep-resentation ofwindshield repair,association staffwas recently alert-ed to a misleadingadvertisement inthe magazineFamily Circle. Afull page color adfor pork productsby the NationalPork Board waspublished in theissue and com-pared pork withfingernail polish.The offending lan-guage likened clear fingernail polish to “the estrogen equivalent of duct tape” andstated that some women use it to “fix just about everything—a run in my stockings,a chip in my windshield …” [our italics].

Concerned that consumers would take this information to heart and possiblyattempt to use clear enamel as a remedy for a chipped windshield, NWRA directorof operations Patrick Smith sent letters to both Steve Murphy, the chief executiveofficer of the National Pork Board, and Linda Fears, editor-in-chief of FamilyCircle magazine, informing them of the impropriety of the language and requestingthat the advertisements be pulled. NWRA also requested the publications run cor-rected information.

NWRA has since received word from the National Pork Board confirming thatthe advertisement will no longer in be published. NWRA is still waiting for a replyfrom Family Circle and will keep you informed. If anyone has seen such ads inother magazines, please contact Patrick Smith (psmith@nwrassn.org).

Online with Orth: ScottOrth to Make WebPresentation at Fall

ConferenceScott Orth, Director of

Internet MarketingStrategies with GTSServices in Portland,Ore., will make thisyear’s technology pres-entation at the fall con-ference in Las Vegas inNovember. Orth will look at internet mar-keting strategies and says he specificallyplans to discuss ways to drive more busi-ness through an effective website.

Orth will discuss what makes an effec-tive website and the different optionsavailable: from organic optimization, topay-per-click (sponsored) advertising, tousability on the site itself.

“[I hope to share] competitiveinformation that I

hope will help theseshop owners and managerssee what’s happening in their area[s], andhow competitors are doing it,” he says.

And he hopes that attendees will be ableto see that they should be online, and theyshould be doing things a certain way.

“There is a lot of misinformation outthere taking businesses down a badpath of black-hat spammy techniquesthat could find their sites penalized orbanned from search results,” Orth says. “Iwant to ensure this doesn’t happen. Youdon’t (always) have to cheat to get goodrankings!”

Orth would like to include what he callsa “live hot seat” on websites belonging toaudience members’ shops. If you’re plan-ning on attending the conference inNovember and are open to having yourcompany’s website analyzed for strengthsand weaknesses, contact Scott Orth via e-mail at scotto@gtsservices.com.

The NWRA has completed and isreleasing the first part of its autoglass industry sustainability pro-

gram by distributing its Green GlassPledge to its members. Renamed theGreen Glass Initiative, the purpose of theprogram will be to change the world onerepair at a time.

Windshield repair, by its very nature,is environmentally friendly or clear andNWRA members, by and large, are busi-ness owners who want to be morally cor-rect in their businesses practices andpersonal lives. Therefore, it makes sensefor windshield repair companies toexpand upon their naturally environ-mentally friendly businesses by makingtheir companies, employees and homesas environmentally neutral as possible.

Environmental business practicesalso equal healthier bottom lines. NWRAis completing a “green-proofing” packetto help its members, and the industry asa whole, incorporate sustainable busi-ness practices.

It is important to understand howyour business affects the environment,from the things you buy, to your relation-ships with customers and suppliers, to thefull life-cycle of your products and servic-es. At each step of the process, your busi-ness can make choices that align it withenvironmental responsibility and success.As you become a more sustainable busi-ness you will begin to notice your energycosts decrease and your community imagerise. Consumers understand that thesebusiness practices involve effort and addvalue to your services.

Once you are ready to take being aclear business seriously begin to makechanges in a way that will not decreaseprofits and productivity for more than ashort period. It’s important to keep inmind that it isn’t possible to do every-thing right away. Gradual, incrementalprogress should be your goal. Thesechanges cannot be made overnight.

August/September 2008 www.nwrassn.org 5

ASSOCIATIONNEWS

New Association Website Almost Ready for LaunchBy the end of this summer, NWRA members

will have access to one of the most advancedand helpful websites ever developed for aglass association. The new website will aug-ment already successful NWRA tools, such asour legislative tracking program and NWRANews system. It will also give members newtools as well as tons of information and edu-cation, all in a secure setting.

Divided into two sections, the new

www.nwraassociation.org will have infor-mation not only for the industry but forconsumers as well. New pages will helpeducate consumers about proper autoglass repair, steering, NWRA certificationand much more. The new site will alsoprovide consumers direct access to NWRAmember companies.

The site also will allow members directaccess to their membership files. Memberswill be able to update e-mails, shopaddresses and telephone numbers, paydues and register for conferences andtrade shows, as well as order NWRA mem-ber-marketing materials such as wind-shield savers.

Special Member Note: Due to theelectronic capabilities of the new web-site, it is very important that all mem-bers provide a proper e-mail address toNWRA. Future membership billing andinvoicing will be done electronically. Bymoving to a paperless system, NWRAwill be able to spend more of yourmember dues on programs that direct-ly benefit you.

NWRA Sustainability Pledge Developed: Green Glass Initiative Ready to Begin

continued on page 6

There are dozens of ways companiescan reduce their environmental foot-prints, save money, earn consumertrust, comply with government regula-tions, create additional market oppor-tunities, and boost efficiency and pro-ductivity. This program is not a mar-keting gimmick; it is a lifestyle decisionand should not be jumped into carelessly.

NWRA board of directors will presentthe auto glass industry with its GreenGlass Initiative and Green Paper duringthe opening session of this fall’s 2008NWRA Annual Conference in Las Vegas.The session will outline how the autoglass industry can use repair and otherenvironmentally friendly practices tomake itself a model industry for sustain-able business practices.

“Green” Paper ResearchOngoing; Paper on Track forFall Conference Roll-Out

Research for the NWRA’s “Green”Paper on the environmental benefits ofwindshield repair is well under way andassociation is hopeful that the final prod-uct will be ready before the 2008 FallConference in Las Vegas.

Information presented in the paper isbased on raw—and emperical—data,such as the difference in the amount ofoil needed to create one car window (2kilograms) versus creating one kilogramof fresh resin (4 grams).

The research paper, often referred toas a white paper under other circum-stances, has been dubbed a “green”paper for its focus on the environmentalimpact of windshield repair compared toreplacement. It will be the first of itskind, culling all the data heretoforebelonging to separate companies andpresenting it all in one concise, reader-friendly format.

6 www.nwrassn.org August/September 2008

SUPPLIERNEWS

AUTO INDUSTRYNEWS

Welcome New and Returning Members

Always Something, Inc. ........................................................................................................Arlington, VA

B&J Windshield Repair ...............................................................................................................Atlanta, IL

Chip’n Crack Windshield Repair ......................................................................................Richmond, VA

Crackmaster Windshield Repair .........................................................................................Redding, CA

Champion Glass .....................................................................................................................Lewiston, ME

S.M.A.R.T Service Company..................................................................................................Flushing, MI

Windshield Repair Specialists ...............................................................................................Billings, MT

Fas-Break, Inc. ..................................................................................................................................Mesa, AZ

Fas-Break Windshield Repair ...........................................................................................Los Lunas, NM

Gerber Collision & Glass .........................................................................................................Elmhurst, IL

Glass Technology....................................................................................................................Durango, CO

Touch of Glass ...............................................................................................................................Salem, AR

Windshield Doctor Repair Kit ..................................................................................Virginia Beach, VA

Be sure

to attend

the

For more information turn to page 10

The findings of an Insurance.comstudy indicate that the cost ofauto insurance is still rising,

despite the shaky economy. TheCar Insurance Rate Report,released earlier this summer,found that the lowest car insurance ratequotes rose 3.4 percent from the first tosecond quarters of 2008, and now aver-age $1,893 per year.

According to an Insurance.com pressrelease, the study was based on “real-time auto insurance quotes given to con-sumers from more than a dozen insur-ance companies during the second quar-ter” and “it marks the second consecu-tive quarter of rate increases … reversingthe trend of steady or falling auto ratesfor the past several years.”

“Our quar-terly rate report

is a leading indica-tor of where auto insur-

ance rates are heading,” Dave Roush,chief executive officer of Insurance.com,

was quoted as saying. “Car insurancecompanies are continuing to raise pricesdue to rising medical costs and the risingcost of repairing vehicles. We believerates will continue to increase through2009 as carriers adjust their rates to com-pensate for these costs.”

Louisiana, New Jersey andWashington, D.C., were found to havethe highest insurance rates overall, whileIndiana, Arkansas, Texas, Nevada andIllinois had the biggest insurance rateincreases during the second quarter.

Despite Economy, AutoInsurance Rates Still Climbing

Glass Technology, the windshieldrepair supplier headquartered inDurango, Colo., is fast approach-

ing 25 years in business and owes itslongevity to providing more than justyour basic windshield repair kit.

One thing it offers in abundance is anexperience with and support of the onlyassociation that caters to windshieldrepair companies. Company presidentKerry Wanstrath has been part of NWRAsince its start and remembers the earlydays.

“We attended many of the first meet-ings when everyone there was suspiciousand paranoid of each other. There wasn’tthat cooperation among the manufactur-ers like there is today. If fact, we wouldhardly look at each other. It’s a miraclethat the association was able to workthrough those founding years. At thattime, we felt our biggest threat to ourbusiness was each other. Boy, were wewrong,” he recalls.

Despite the rough start and the chal-lenges the association faced at its onset,

things worked out and Wanstrath hasplayed an active role with the organiza-tion in part because he feels so stronglyabout what the NWRA can do for theindustry.

“Because windshield repair has grownto be a very substantial industry andwhenever you have serious dollarsinvolved there will be efforts to controlwhere those dollars go and who gets tovie for those dollars. A trade associationis the best place for companies involvedin the industry to have a positive effect.The NWRA has always been at the fore-front of the battle defending auto glassrepair when ever possible. There remainsmuch to do to keep windshield repairfrom becoming completely controlled bya competitive industry,” he says.

And keeping the industry’s competi-tion fair is an aspect of the NWRA’s workabout which Wanstrath feels very strong-ly. The battle to get windshield repairrecognized and respected by everyonewas the first obstacle the associationfaced and now that it’s been surmount-ed, the next big fight is against steering,especially if a windshield repair shoploses a job to a company that will simply

August/September 2008 www.nwrassn.org 7

MEMBERNEWS

MEMBERNEWS

Help the NWRA improve your websiteThe NWRA is currently improving their website and need pho-

tos of technicians repairing glass. Please send all photos to

Patrick Smith at psmith@nwrassn.org

Clearview Named “Local Best” in Sioux Falls’ ListNWRA member Clearview

Windshield Repair andReplacement, owned by Gerald“Dr. Chip” and Jane Zwart, recentlywas named number-one on SiouxFalls, N.D.’s 2008 “Local Best” list forthe windshield repair and replace-ment category, marking the sec-ond time in a row the companyhas received the top honor andthe fourth time the company hasbeen named to the list. The “LocalBest” list, available at www.thelo-calbest.com, comprises a numberof local business for whom thepublic has voted. Survey partici-pants are asked to name theirfavorite local companies in a variety of categories.

NWRA Supplier Profile: Glass Technology Offers Experience with its Technology

continued on page 8

replace the windshield without consider-ing repair as an option.

“We feel our work along with a veryshort list of other companies has helpedlegitimized windshield repair in the pastdecade. Working jointly to promoterepair as a viable legitimate first alterna-tive to replacement remains ourgoal…We want to keep repair as a thriv-ing service for years to come and we areputting our time and money where ourmouth is.”

Wanstrath uses another aspect ofwindshield repair that he’s recently takento heart as an argument in the replace-ment-only argument that he has to fight.He’s a staunch supporter of windshieldrepair for a healthier environment.

“The one saving grace may just be theenergy crisis and the movement acrossthe country to consider green alterna-tives such as repairing things rather thenjust replacing them needlessly.Windshield repair certainly fits that cri-teria, I would like to see the NWRA takethe lead in promoting those benefits overreplacement,” he explains.

The biggest difference between GlassTechnology and other suppliers is thetechnology it offers, says Wanstrath.

“Glass Technology Inc has alwaystaken pride in innovative improve-ments within the glass restorationfield,” he explains. When the companystarted in 1984, it was already using avacuum as part of the repair process,something many in the industry willrecognize as part of the ROLAGSStandard.

“Patenting the world’s only comput-erized windshield repair system was forus a very exciting product to developbecause no one had even thought of theconcept. Another innovation we areproud of is [that] twelve years ago wesaw the need to remove some of theharmful ingredients from repair resin,so we found a way to remove acrylicacid from repair resin and producedthe Diamond Clear Resin family, whichhas passed BSI standards for repair oflaminated glass,” Wanstrath says.

And that’s not all.“The latest innovation in our wind-

shield repair technology is the use of

PRISM technology or, as some call it, ‘dryvacuum’. This innovative process removesthe air before resin comes into contactwith the glass. We have already seenacceptance of this new process as othercompanies have incorporated a similarprocess,” he continues.

The company hasn’t stopped there,either. The innovative minds behind allthose advancements are always findingnew things that could make the wind-shield repair technician’s life a little easi-er. Wanstrath provides a little teaserabout the newest project on which the

company is involved: “[We’re] workingin partnership with another company co-developing X-Phobic the only hydropho-bic coating remover on the market thatactually removes Rain-X and other simi-lar coatings.”

There’s more to come from GlassTechnology in the future. The companyalready has some special projects in thework—projects Wanstrath declined todiscuss—but everyone can expect thatthe folks at Glass Technology will be put-ting their collective experience into prod-ucts for the industry for years to come.

AUTO INDUSTRYNEWS

8 www.nwrassn.org August/September 2008

With all the technology foldedinto the auto glass thesedays, a problem that can

occur for the technician is discoloration.Metals and metal oxides are incorporatedinto the manufacture of solar-controlledand Sungate-type windshields, and a bro-ken area in these pieces may result indiscoloration.

Windshields made with solar-con-trolled technology can have layersbetween the PVB and the outside lite ofglass. These multi-layer coatings caninclude metal and metal oxides made oftitanium, zinc, silver and tin amongothers. Its purpose is to reflect infraredrays and absorb solar energy. Theseproperties allow for a cooler interior,cutting down the use of air condition-ing. Besides improved fuel economy,these coatings also prevent degradationof the interior fabrics and plastics andallows color matching capabilities.

However, when the windshield isdamaged, exposure starts the discol-oration process by interacting with thecomponents of these special layers. Thelonger the area remains unfixed, themore it will discolor around the configu-ration of the break. Even when fixed, themilky white or silvery look remains.

It is best to repair these windshields

as quickly as possible to limit the discol-oration. When fixed, a fresh break thathasn’t “whitened” may be a touch off-color but should closely match the origi-nal look of the glass.

When repairing these windshields itis essential to set the customer’s expecta-tions, especially if the damage is alreadyturning color. The repair should be finebut you can’t change the color back tothe original.

Gayle Good is technical director forthe NWRA and an NWRA-certified tech-nician. She has been employed at CindyRowe Auto Glass for 17 years. Allthoughts expressed here are Good’s anddo not necessarily reflect those of theNWRA.

TECH TALK

Repairing Solar-Controlled Glass

Yes, there are high value-low costbenefits for you and youremployees. The challenge provid-

ing meaningful employee benefits is uni-versal. Product quality and affordabilitydrive most decisions. When the topic ofbenefits is discussed, more often thannot, our brain defaults to health insur-ance. Yes, health insurance is important,but what if you can’t or don’t provide anyfinancial support for health coverage?Here are several product categories thatfit the stated criteria of “High-ValueLow-Cost Benefits” for groups of tow tofifty. That’s right, group coverage withjust two people.

Short-Term Disability Income Insurance (STD)

You can protect yourself and youremployees’ livelihood. Short-term dis-ability insurance provides weekly ben-efits for employees who are disabledand cannot work. Weekly benefits areavailable from $100 to $1,000 in $10increments.

Employees receive up to 66 percent oftheir average incomes. You can choosethe benefit period that best fits you andyour employees. These plans are avail-able as follows: 13, 26, or 52 weeks witha 0-, 7-, or 14-day waiting period. Okay,so how about cost? A recent case of fivepeople, 13 weeks, no waiting period cal-culated to less than $30 per month forall five.

Long Term Disability IncomeInsurance (LTD)

Long-term disability insurance workssimilar to (STD) with the obvious differ-ence being the length of time the pre-scribed benefit is paid. There are manyplan options, most are two-years, five-years, or longer with a 180-day waitingperiod. Okay, so how about cost? Arecent case of six employees for a two-year benefit at 60 percent of the employ-ees’ average income costs under $20 permonth for all six.

Group Life Insurance withAccident, Dismemberment &Disability (AD&D)

Let your employees know how valu-able they are. You can add up to$250,000 of term life coverage foremployees. In addition, AD&D coverageprovides employees with financial com-pensation in the event of a seriousinjury. Life rates are priced to offergreater value at larger amounts. Ratesare based on each employee’s age andcan be affected by his/her health. Plansare available in $1,000 increments of upto $250,000. All right, so how aboutcost? A recent case of 12 employees with

$25,000 life and $25,000 AD&D wasless than $100 per month for all 12.

These kinds of products can be pur-chased in conjunction with health plansor as stand-alone plans. Want to knowmore? Quotes are free, give us a call.

Don Giles is president of MedLifePlanners Inc. and insurance advisor tothe NWRA. All thoughts expressed herebelong to Giles and do not necessarilyreflect those of the NWRA. To contactGiles about this or other health insur-ance topics, visit the NWRA website tofind a link to us or give us a call at866/380-4476.

COLUMNS

High-Value Low-Cost Benefitsby Don P. Giles

9 www.nwrassn.org August/September 2008

November 6-7, 2008Mandalay Bay Convention CenterLas Vegas, NevadaCo-located with the International Autobody Congress & Exposition (NACE), the Auto Glass Expo @ NACE, and the Walt Gorman Memorial Windshield Repair Olympics.

For more information or to register, visit www.nwrassn.org, e-mail info@nwrassn.org or call 540/720-7484.

2008 NWRA Annual Conference

TM

Sponsored by the National WindshieldRepair Association (NWRA)

Thursday, November 67:30 a.m. – 6:00 p.m.Conference Registration Open

10:00 a.m. – 4:00 p.m.Walt Gorman Memorial Windshield Repair Olympics

Friday, November 77:30 a.m. – 6:00 p.m.Conference Registration Open

8:00 a.m. – 8:30 a.m.Opening & Welcome by Paul Syfko, NWRA President

8:30 a.m. – 10:00 a.m.How the Green Movement Will Change Your Business Forever

The Green Movement in this country is going to cause a seismic shift inthe way glass and glass repair services are sold. At no point in the repairindustry’s history has it been more primed for rapid growth and increasedprofitability. Come learn what you need to do locally to be ready and to ensureyou make a “green” commitment to the future.

Speaker: Mike Boyle, president, GlasWeld, Bend, Ore.

10:15 a.m. – 11:45 a.m.Internet Marketing for the Repair Community

Your Internet presence should maximize your profits. And, according toexperts, the auto glass repair industry is still in its infancy when it comes toInternet marketing. Get ahead of the curve and make sure you areincorporating the latest Internet sales tactics to keep your business busy. Thisprogram is designed to get more business to you through the Internet.

Speaker: Scott Orth, director of internet marketing strategies, GTS, Portland,Ore.

Noon – 1:00 p.m.Networking Luncheon

1:00 p.m. – 1:45 p.m. Visit International Autobody Congress and Exposition (NACE)

NWRA conference attendees receive free admission to the NACE tradeshow. Visit your suppliers and stop by the Auto Glass Expo on the show floor.

Note: The NWRA Board meeting will also take place during this time.

VisitOlympicsCompetitionsand theNACE ShowFREE

Arrangements havebeen made for yourconference badge toprovide admission tothe NACE trade showand the NWRA co-sponsored WaltGorman MemorialWindshield RepairOlympics as well as theAuto Glass TechnicianOlympics taking placeon the floor of theNACE Show as part ofthe Auto Glass Expo. Ifyou arrive in Vegasearly and wish to attendthe AGRSS CharityAuction/Cocktail Party,your badge wil l get youinto that Wednesdaynight event as well. Toreview the latest autoglass related seminarsbeing assembled by theNACE show, visitwww.naceexpo.com(other NACE events,including its seminars,require a separateadmission).

Conference Schedule

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2:00 p.m. – 3:15 p.m.Insurance Industry Update

This panel discussion will bring together several major insurancecompanies and third-party administrators to talk about how best to provideethical and quality repair to our mutual customers. Also to be discussed willbe the insurance community’s opinions on the movement towards “flat”pricing being offered by several carriers; trends toward rising repair rates;how networks benefit or hamper repair; and other important industry topics.

Speakers: Representatives of State Farm Insurance, LYNX Services and others.

3:15 p.m. – 4:00 p.m.Automotive Glazing Trends

Every year automotive designers find new useful ways to incorporatelaminated glass into their concept vehicles. Mark Gold of Solutia Inc. willpresent NWRA conference attendees with an in-depth 45-minute educationalseminar on what trends are appearing on the automotive glazing horizon.

Speaker: Mark Gold, applications development manager, Solutia Inc.,Springfield, Mass.

4:00 p.m. – 4:45 p.m.Repair of Laminated Glass Certification Training

Attendees of this seminar will be able to review and prepare to takeNWRA’s Windshield Repair Certification exam. Attendees can take thecertification examination immediately following the seminar free of charge—a $95 value. Attendees can complete their practical demonstrationrequirements afterwards as well. (NWRA Practical AssessmentAdministrators will be available on the NACE trade show floor to observeany practical demonstrations of certification applicants.) For moreinformation about NWRA certification, visit www.nwrassn.org.

Speaker: Wade Schlichenmayer, account executive, Delta Kits Inc., Eugene, Ore.

5:00 p.m. – 5:30 p.m.NWRA Repair of Laminated Glass Certification Examination

6:00 p.m. – 8:00 p.m.Networking Cocktail Party The cocktail party is the best time to socialize and get to know others who areattending the conference—some for the first time. Repeat attendees can renewbusiness alliances over beverages and finger-foods.

Get Certif iedfor FREE!

In order tobecome anNWRACertifiedRepairTechnician,applicantsmust have atleast six monthsexperience, pass awritten examination andcorrectly perform arepair before an NWRAPractical AssessmentAdministrator (PAA).NWRA will be providingall aspects of itscertification process atthis year’s conference.Laminated glass repairtraining will be providedon Friday, November 7,at 4 p.m., immediatelyfollowed by a proctoredcertification exam. AllNWRA PracticalAssessmentAdministrators (PAA)that are exhibiting atNACE during theconference will beequipped to observe thetechnicaldemonstrations ofprospective certifiedtechnicians.

This means thatqualified repairtechnicians who pass willbe able to leave LasVegas as NWRA-certified technicians forno additional conferencecosts. A complete list ofavailable PAAs at NACEwill be listed atwww.nwrassn.org.

For more informationabout NWRA

certification, visitwww.nwrassn.org.

You are invited to attend the 2008 NWRA Annual Conference. Join otherglass repair professionals who dedicate themselves and their businesses toensuring ethical auto glass services by returning a safe and secure automobileto the customer.

The National Windshield Repair Association is a not-for-profit tradeassociation organized in 1994 to promote the legitimacy of the windshieldrepair industry. The NWRA provides a forum for the exchange of ideas betweenits members and provides the public, industry and government with a reliablesource of information regarding windshield repair. The NWRA also organizes,at a grass-roots level, campaigns to influence the governmental agenciesresponsible for establishing regulations for the windshield repair industry.

Why Should I Attend?If you hold repair work as any fraction of your daily business, this

conference is important for you. Come learn from other industry experts, aswell as peers, who many times face the same challenges you do. Challengeyour current business tactics to those of your competitors – there is alwaysroom for improvement and this conference is dedicated to bringing you theeducation to make those changes. Meet with top owners and ask yourquestions. Discuss what obstacles you face and see how others find resolutionto them in their businesses.

Who Should Attend?The conference is designed for auto glass repair technicians, owners,

managers and company employees and anyone interested in repair as well asthose committed to safety and who want to learn more about how todifferentiate themselves from competitors.

You don’t have to be employed by an NWRA member company to attend!Anyone who is interested in learning more about selling auto glass services isencouraged to attend.

Where the Conference Takes PlaceThe conference returns to the Mandalay Bay Convention Center, located

on “The Strip” in Las Vegas. An ideal venue for the conference, the conventioncenter also hosts the International Autobody Congress and Expo (NACE),home to the Auto Glass Expo @ NACE and the accompanying the NWRA co-sponsored Walt Gorman Memorial Windshield Repair Olympics.

The NWRAMissionStatement:• Promote and develop

the legitimacy ofwindshield repair asthe first option forglass;

• Provide and promotebest practices forthose engaged inwindshield repair;

• Provide the publicwith benefits ofrepair;

• Provide education,resources andinformation aboutrepair;

• Develop and promotequalified, ethicalrepair practices; and

• Serve as an advocatefor the windshieldrepair industrybefore government,and other regulatorygroups.

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Join Us!

Starting November 5 through November 8, 2008, the conferences,exposition and competitions will all be held at the Mandalay Bay ConventionCenter. The Luxor hotel is right next to the Mandalay Bay ConventionCenter; it is currently hosting a block of rooms for the attendees of the AutoGlass Week events.

Attendees can reserve a room by calling the Luxor directly at 877/386-4658or by calling 800/895-3978. Be sure to mention that you are visiting the NACEshow to receive your conference room discount.

Be Part of the WholeThe automotive world is convening during

the first week of November in the “adultplayground” of Las Vegas to work on betteringtheir businesses and industries as a whole.November 6 the Walt Gorman MemorialWindshield Repair Olympics will betaking place in the Auto Glass Expoon the NACE trade show floor. Alsonote that November 5-8 the International Autobody Congress & Exposition(NACE) Auto Glass Expo with official auto glass publication AGRR magazinewill provide an extensive exposition hall for auto glass, but also the auto bodyindustry and related fields. Other groups such as the Auto Glass ReplacementSafety Standards Council Inc. (AGRSS) and the Independent Glass Association(IGA) are holding their conferences at the Mandalay Bay Convention Centerthat week as well.

What is the Windshield Repair Olympics?The third annual Walt Gorman Memorial

Windshield Repair Olympics (WRO) was created toprovide a venue for repair technicians to showcaseand learn the finest repair techniques from oneanother. The WRO co-sponsored by the National

Windshield Repair Association (NWRA) andAGRR magazine will be held on the NACE

show floor at the Mandalay Bay ConventionCenter next to the Auto Glass Expo @ NACE.

Walt Gorman – Industry IconWalt Gorman was the owner of A-1

Windshield Doctor in Seekonk, Mass.,an AGRR columnist and an industryicon sharing nearly 20 years of his lifewith the auto glass repair industry. Healso was a columnist for Windshieldand Glass Repair (WGR) magazine, theprecursor to AGRR, throughout most of

its publication, and went on to write the Ask theDoctor column in AGRR magazine. Gorman servedon the National Windshield Repair Association boardof directors for ten years and was one of theassociation’s founders.

Thursday, November 610:00 a.m. – 4:00 p.m.

International Auto Glass Safety Conference & Second Annual AGRSS Charity AuctionNovember 5-6, 2008Mandalay Bay Convention CenterLas Vegas, NevadaSponsored by the AGRSS Council Inc.www.agrss.com/conference

International Autobody Congress & Exposit ionHost of the Auto Glass Expo @ NACEConference: November 5-8, 2008Exposition: November 6-8, 2008Mandalay Bay Convention CenterLas Vegas, NevadaSponsored by the ASAProduced by Hanley-Wood Exhibitions

Third Annual Walt Gorman Memorial Windshield Repair OlympicsNovember 6, 2008Mandalay Bay Convention CenterLas Vegas, NevadaCo-sponsored by the National Windshield Repair Association (NWRA) and AGRR magazineEvent Management by AGRR magazinewww.repairolympics.com

NWRA Annual ConferenceNovember 6-7, 2008Mandalay Bay Convention CenterLas Vegas, NevadaSponsored by the National Windshield Repair Association (NWRA)www.nwrassn.org

Fourth Annual Auto Glass Technician OlympicsNovember 7-8, 2008Mandalay Bay Convention CenterLas Vegas, NevadaCo-sponsored by the Independent Glass Association (IGA) and AGRR magazineEvent Management by AGRR magazinewww.autoglassolympics.com

IGA Marketing ConferenceNovember 7-8, 2008Mandalay Bay Convention CenterLas Vegas, NevadaSponsored by the Independent Glass Association (IGA)www.iga.org

Thursday, November 67:30 a.m. – 6:00 p.m.Conference Registration Open

10:00 a.m. – 4:00 p.m.Walt Gorman Memorial Windshield Repair Olympics(co-sponsored by NWRA)

Friday, November 77:30 a.m. – 6:00 p.m.Conference Registration Open

8:00 a.m. – NoonSeminars

Noon – 1:00 p.m.Networking Luncheon

1:00 p.m. – 5:00 p.m.Seminars

5:00 p.m. – 5:30 p.m.NWRA Repair Technician Certification Examination

6:00 p.m. – 8:00 p.m.NWRA Networking Cocktail Party

Schedule at a Glance

™

Auto Glass Week™ Events Going on in Vegas

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INDEPENDENTGlass AssociationINDEPENDENTGlass Association

"Lighting the way to a better future."

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2008 NWRA Annual ConferenceRegistration FormRegister below or online at www.nwrassn.org.

Company Information (Please print)

Company: __________________________________________________________

Address: _______________________________________City: _______________

State: ____________________Zip/Postal:____________Country: ____________

Phone: _____________________________Fax: ____________________________

Attendee Name(s) ___________________E-mail __________________________

___________________________________E-mail __________________________

___________________________________E-mail __________________________

___________________________________E-mail __________________________

Pre-Registration Rates: (Pre-registration closes October 17, 2008)NWRA Member Company Primary Attendee ❑ $150NWRA Member Company Secondary Attendee ❑ $125Non-Member Company Primary Attendee ❑ $350Non-Member Company Secondary Attendee ❑ $125

On-site Registration rates (Rates after October 17, 2008)NWRA Member Company On-site Registration ❑ $200NWRA Member Company Secondary Attendee ❑ $175Non-Member Company On-site Registration ❑ $400Non-Member Company Secondary Attendee ❑ $175Promotion Code___________________________________

Method of Payment❑ Check Enclosed (Made payable to NWRA)❑ MasterCard ❑ Visa ❑ American Express

Credit Card #: _______________________

Exp. Date: _________________________CVV#: ________________________

(The 3 digits on the back of the card or 4 digits on the front of AMEX)

Name on the card: ___________________________________________________

*Phone: ____________________________________________________________

*E-mail: ____________________________________________________________

Signature: __________________________________________________________*Required fields to process your card. Payment will not be processed if the re-quired information is incomplete. Please note payment will show on your creditcard statement as Key Communications Inc.All fees must be payable in U.S. dollars.

LOOK AT ALL YOURCONFERENCEREGISTRATIONINCLUDES:

Organizers of theNWRA AnnualConference have madearrangements for yourparticipation fee toinclude:• All the NWRA

Seminars andWorkshops

• NWRA Repair ofLaminated GlassCertification Trainingand Testing

• Admission to theNWRA CocktailParty

• Admission to theNACE trade show*

• Admission to theAuto GlassTechnician Olympics*

• Admission to theWindshield RepairOlympics*

• Admission to theAGRSS CharityAuction/CocktailParty (WednesdayEvening)*

* Separate event beingheld concurrently withthe NWRA Conference.

All included inthe price of theNWRA AnnualConference

Fax completed formto 540/720-3470

or mail to 385 Garrisonville Rd.,

Suite 116, Stafford, VA 22554

Cancel lat ions & Refunds:

All requests for cancellationand/or refunds must be receivedin writing by October 17, 2008,and are subject to a $25administration fee. No refundscan be granted after this date.

Questions or Comments:

Please contact NWRA,P.O. Box 569, Garrisonville,VA 22463 or call 540/720-7484; fax: 540/720-3470.

Note to MembersNWRA supplier

members areoffering 50%-off

coupons, reducingyour complete

registration by half.Call your supplier

before you register!