Six expert panelists gathered in September at Auto Glass Week 2019 for a two-hour panel discussion covering everything and anything related to performing calibrations. There was so much to report on that we couldn’t fit it all into our article in the November-December issue of AGRR.
So if you had questions on liability risks or what about those fancy cars with all the bells and whistles, read on for the answers.
The session was moderated by AGRR editorial director Tara Taffera, and additional participants included: Jon Burra, owner of Windshield Calibration Center; Bill Purtell, operations manager of All Star Glass; Bob Scharaga, president of All Star Glass; Josh Bradley, owner of Clear Choice Auto Glass; and Jon Dickerman, the diagnostic quality assurance coordinator for Sullivan Tire.
For two hours, Taffera, along with the audience, asked questions about the ins and outs of performing calibrations in their shops. They may know they have to do it, some attendees said, but many still have yet to make the leap.
What Are My Liability Risks?
Taffera asked the panelists how they would respond to the company owners who believe they don’t need to offer calibration services fearing it will open them up to liability.
“Go back to the factory service info,” says Dickerman. “If it says to calibrate, then talk to them about the liability if they don’t do it and something goes wrong.”
“If they say they don’t want a calibration, we won’t do the replacement,” said Weller. “It’s a moral issue.”
What About Cars With Accessories?
Attendees wanted to know how these companies are dealing with vehicles that come in with accessories, many of these being Jeeps.
“We turn down cars with lift kits and huge tires,” said Scharaga. “We don’t even want to touch the car. I hate to turn the business down, but it’s not worth someone’s life.”
This is an area where the training of CSRs comes into play. “It’s part of our phone script,” said Scharaga.
One questioner followed up, saying: “We can’t turn away 25% of our work. We want to find a way we can help and work with those customers.”
“The aftermarket tends to support that thinking,” added Burra. “But it’s up to you to stay up to date and educated about what developments are being made to deal with those types of cars.”
Final Words of Wisdom
“Know your numbers, and know your market,” Bradley reminded attendees.
Dickerman advised the audience of some key items when it comes to calibration not to forget.
“First, keep your equipment maintained,” he said, and then added, “Keep employees trained, as we all know there is a lot of employee turnover. With calibration there is no learning curve.”
Ultimately, ADAS systems are changing on a daily basis, panelists suggested, and are providing auto glass shops with a moving target.
“It’s changing every day and you have to stay on top of it,” said Purtell. “But it’s exciting.”