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NewsVOLUME 13, ISSUE 2Apr./May/Jun. 2011MEMBER NEWSLETTEREVENTNEWSRegistration Open for Auto Glass Weekand Windshield Repair Olympicsarly-bird registration to attendAuto Glass Week and contestantregistration for the WindshieldRepair Olympics is now open. AutoGlass Week will be taking placeSeptember 15-17 in Memphis, Tenn. atthe Memphis Cook Convention Centerand the Marriott Downtown.Auto Glass Week will bringtogether all of the major auto glassgroups, including the Auto GlassReplacement Safety Standards Council(AGRSS), Independent GlassAssociation (IGA), National GlassAssociation (NGA), and the NationalWindshield Repair Association(NWRA), along with AGRR maga-Ezine’s Pilkington Clear Advantage AutoGlass Technician Olympics and WaltGorman Memorial Windshield RepairOlympics. The International WindowFilm Tint-Off and Conference alsowill be held concurrently. The event ismanaged by AGRR magazine.“We are excited to be holding theWalt Gorman Memorial WindshieldRepair Olympics for its sixth year,”says event director Holly Biller. “Everyyear it acts as a channel to provideeducation, and awareness about thebenefits of repair while practicing safework habits and showcasing what cantruly be done with repair equipment. Ihave no doubt the technicians in 2011will impress me as much as my pastyears have done with their diligenceand care placed within their work.”NWRA members will have access toall events taking place during Auto GlassWeek with their attendee registration.Contestants in the Walt GormanWindshield Repair Olympics will alsohave access to all seminars taking placeduring the week as well as access to viewall the competitions.“With so much change happening inthe auto glass business and so muchopportunity for the repair side of themarket, not attending the first combined auto glass industry show in threeyears is not an option,” says NWRApresident, KerryWanstrath. “I learnso much from thisevent that I wouldnever get from staying in my little partof the world.”Special for NWRA MembersNWRA members that register for Auto Glass Week early can take part inthe brown bag workshop/lunch as a special benefit for being an NWRAmember. The lunch is taking place Friday, September 16 from 11:30-1:00in the Nashville Room and will feature Kelly McDonald speaking abouthow to market to your future customer. The seminar is free; a brown baglunch is available for 20, but NWRA members who contact JaneenMulligan at jmulligan@glass.com or call 540/720-5584 ext. 112 willreceive lunch free, courtesy of the NWRA. You must be registered byAugust 31 to save your seat. Please note this is the luncheon seminar onFriday. The Saturday awards luncheon carries a separate fee.Apr./May/Jun. 2011www.nwrassn.org1

EVENTNEWSFeatured Seminars at NWRA ConferenceDuring Auto Glass WeekThis year the NWRA is joining otherindustry associations to be a part of theAuto Glass Week event taking placeSeptember 15-17 in Memphis, Tenn. atthe Memphis Cook Convention Centerand the Marriott Downtown. Instead ofholding the NWRA Conference separately, the association has joined Auto GlassWeek to provide more educational andhands-on opportunities for NWRA members. In addition to the conference,attendees will be invited to watch theWalt Gorman Windshield RepairOlympics as repair technicians competefor the title of “World's Best WindshieldRepair Technician.” Find out more aboutwhat to expect below.Automotive InformationYou Need to KnowA name familiar to many as Oprah’scar expert, Lauren Fix, “The CarCoach ,” will speak about customersand how your company is viewed byyour clients, especially women. Comelearn what you really need to focus onto succeed. is a nationally recognizedautomotive expert in car care, repair, safety issues, buyingand selling new andused cars and trucks,and driving skills.Fix is the NationalAutomotiveCorrespondent forTime Warner Cableand the host of thesyndicated segmentsCar Coach and HisTurn–Her Turn .Fix is the author of aregular weekly column for the BuffaloNews, SundayEdition called Car Fix and is the hostand automotive expert for Talk 2 DIYAutomotive, a show on Scripps Do-ItYourself Network (DIY).Making a Miracle in BusinessMike Eruzione has traveledthroughout the country representingmajor corporations as their spokesperson and/or motivational speaker.Eruzione is best remembered for hisrole as the captain who led the 1980U.S. Olympic Hockey Team toits Gold Medal victory in Lake Placid, N.Y., as shown in themovie Miracle. The highlight ofthe games for Mike was scoringthe game winning goal againstthe Soviet Union. That victoryagainst the Soviets advanced the U.SHockey Team to the Gold Medal Gamewhere they beat Finland to win thegold medal.Understanding theCustomer of the FutureMarket trends are changing. Theperson who has the final buyer powerno longer lives at a home with a whitepicket fence, 2.5 children and a dog.Who is your customer? Great question—and one that will determine thefuture success of your business. Learnhow to build business with people notlike you. Kelly McDonald is a recognized expert on multicultural marketing and business trends.Standards Update: AGRSS andROLAGS Standards UpdatesYou have heard about theStandards, and hopefully you areapplying them in your everyday business. Learn what updates are beingmade to both repair and replacementfrom the AGRSS Council Inc. andROLAGS representatives. TheseStandards separate the best from therest; be sure to be present and learnhow these updates benefit you.2www.nwrassn.orgApr./May/Jun. 2011

LEGISLATIVENEWSRecent Legislation in Four StatesAffects Windshield Repair ShopsArizonaTexasA new law signed April 12 permitsthird-party administrators to recommend or provide information aboutauto glass repair facilities to customers, but requires them “to informthe person of the person’s right prescribed in Section 20-469 to chooseany glass repair facility for the repairof the loss relating to motor vehicleglass at the same time as making therecommendation or providing information.” The law also says that aninspector is not to recommend anyparticular auto glass facility.Status: The law takes effect in July(90 days from the adjournment of thesession).Currently in the Texas House ofRepresentatives, this bill would make itillegal for a TPA that holds at least a 10percent ownership interest in an “automotive glass repair service” from referring athird-party claimant or insured to the company; coercing a third-party claimant orinsured to utilize the company’s services,and using consumer information obtainedin the process of acting as a third-partyadministrator to solicit business for theauto glass company. If the bill is passed itwould go into effect on September 1.Status: The bill has passed from theHouse’s Licensing and AdministrativeProcedures Committee on to the fullHouse for review.LEGALNEWSUtah Attorney General Files Nine Counts AgainstOwner of Windshield Repair Company for FraudThe Utah Attorney General has filed nine counts of identity fraud and fraudulentinsurance acts against the owner of a windshield repair company in Davis County,Utah. According to court documents, Cody DeWayne Jacobsen, owner of Redd’s ShellQuick Lube was “fraudulently obtaining windshield repair authorizations under his clients’ insurance policies.”The investigation by the Utah Department of Insurance foundthat Jacobsen had contacted Farmers Insurance andimpersonated customers on the phone to get authorization to repair at least eight times.Court documents state that Jacobsen “obtained insurance information from the client’s insurance card, then called the insurancecarrier, claiming to be the policyowner, and ask for authorization tofix a crack or chip in the windshield.”When interviewed by the investigators from the UtahDepartment of Insurance Jacobsen admitted thathe did contact Farmers Insurance, but claimed itwas a way to provide “customer service” to his customers. Customers claimed to have no knowledge ofsuch glass claims, according to court documents.Jacobsen has pled not guilty to the chargesand the Utah Department of Insurancedeclined to comment as the criminal case isstill in progress.Apr./May/Jun. 2011www.nwrassn.orgSouth CarolinaSimilar to the Texas legislation, a billthat has been passed by South Carolina’sHouse of Representatives and is currently in the Senate, would prohibit TPAsthat also have retail divisions, or thathave 10 percent ownership or more in anauto glass business, to refer policyholders’ glass claims to itself or to use information obtained through its work as aTPA to solicit business.Status: The bill was passed by theHouse and is currently awaiting actionin the Senate.MichiganThe Michigan Senate is reviewing a billthat would prohibit insurers’ from allowing a TPA to also provide auto glass services for the insurer “unless the third partybiller adopts and follows a code of conduct” that complies with other provisionsin the bill. Among these provisions arerequirements that, if an insured states apreference of auto glass shop and thatshop is listed on the insurer’s network, noother facility shall be suggested. It alsostates that if an insured does not have apreference or if the insured’s preference isnot on the network, the TPA would berequired to suggest at least three autoglass repair or replacement facilities. Ifpassed this bill would take effect July 1.Status: This bill is currently underreview by Michigan’s Senate InsuranceCommittee.3