“Can my windshield be fixed?”

Running a glass repair shop means you hear that question – and numerous others – on a daily basis. How you and your team answer them can determine if customers keep coming back to you when they have glass problems. Because there’s no question that providing the right answers in a friendly, helpful, and professional manner way can help your business.

Honesty Truly is the Best Policy

The shop owner should set customer expectations right from the start whenever possible. By explaining the situation before any work begins, customers will understand what’s about to happen and the steps involved in repairing their vehicle. You’ll answer most of their questions beforehand, and they’ll be grateful for the honest, straightforward approach.

You should also work with your technicians so their customer service skills include answering questions thoroughly and politely. This is especially important for those going to on-location jobs, where they’ll be working right in the customer’s driveway.

A key point to stress with any customer is that the glass does more than block wind and let the driver see the road. It also serves an important safety function in their vehicle. Windshields provide almost 50 percent of a vehicle’s structural integrity, and that’s why a tech may take multiple steps to install a new windshield to ensure it provides the safety needed for the vehicle.

So just what are some of the most common questions? Glad you asked!

“Can my windshield be fixed?”

Probably the most frequently asked question. Of course, the answer should always be “yes!” How to fix it depends on the exact problem.

Tell customers chips the size of a quarter or smaller can be repaired, though if they’re right in the driver’s line of vision the windshield probably should be replaced. That’s because a chip repair can still be noticeable if you know where it is on the glass, and if it’s visible when looking straight ahead it could be distracting.

A crack that’s six inches or less can usually be repaired. Anything larger, and the windshield should be replaced.

“How long will it take?”

You know what has to be done, so you know how long it’ll take to make sure it’s done right. Let the customer know what the job entails so they understand the time involved. Customers may be in a hurry or pressed for time, but being upfront about the repair time will help them appreciate the situation, especially if they know it’s for their own safety.

“Is the quality as good as the factory installed windshield?”

Assure your customer the answer is “the glass quality is absolutely as good, and the installation makes it even better”, for two main reasons. First, by ordering from a company like Service AutoGlass, you have access to a complete inventory of dealer logo’d windshields plus top-quality, American- and foreign-made OEM-equivalent windshields and tempered glass. So, you’re able to install glass that’s equal or superior to the original glass.

Second, this question provides a good opportunity to explain the safety aspect of the windshield. Here, you can tell the customer the quality of their new windshield will be better than the original. That’s because the tech takes more steps to properly install a replacement windshield than were used in the factory, making the quality better – and the vehicle safe.

“How come that doesn’t look like my original windshield?”

Customers may notice different lettering on the glass, or the molding used was not the same color as their original glass. Maybe their vehicle required a specific dealer logo’d windshield as a replacement.  Some are simply curious as to why that is, others may be perturbed, thinking the tech did a poor job or used shoddy materials.

As always, being honest can alleviate a customer’s concern.

Explain what materials were used and why they were necessary to reassure the customer that while something may look different, the quality is better.

Certainly, customers will ask other questions besides the ones addressed here. And, without question, clear, truthful communication is always the best answer.