Are In-Shop Installations the Wave of the Future?
There are benefits and drawbacks to both mobile and in-shop installations. However, the introduction of Advanced Driver Assistance Systems (ADAS) has again brought this issue to the forefront, and added another reason why in-shop installations may be better than mobile. It is possible to reverse a consumer demand for mobile installations to a demand for in-shop installations if you make the decision and change your marketing efforts.
In Europe, glass shops have never stopped practicing in-shop auto glass installations and they don’t have a problem convincing their customers to choose quality over convenience. Their customers don’t demand mobile service because it is not offered. In the United States however, we have a problem of our own making. Mobile service began in the United States in the 1950s and we have been doing it ever since. Even with the introduction of moisture curing polyurethane, larger glass parts, one-man sets and now ADAS, we still feel that if we don’t provide mobile service we will not succeed.
Think for a moment how much you pay for tools, supplies, vehicles and equipment for delivering mobile service. Think for moment what problems mobile service creates for the delivery of your product. Think for a moment how many callbacks were caused and how much time was wasted because of mobile service. Think about the long-term injuries that result in one-man trucks and mobile service.
I challenge all of you owners to put a pencil to the calculation of what mobile service costs you. Then take that revenue saved and see where you could put that money to better use. Would it be in marketing in-shop installation quality? Upgrading your facility to make your customers more comfortable when they are waiting for their vehicle? Renting cars for those that must leave? Buying faster cure urethanes for faster turnaround time? Of course, you can just put that saved revenue directly into your pockets as profits earned.
Winter is coming, and in many parts of this country glass shop owners worry about business, both in the number of jobs booked and the weather related issues revolving around the mobile install. If you communicate the importance of a controlled environment installation to your customers they will be more apt to bring their vehicles to your shop for service. It seems like common sense that their vehicle will be serviced better in controlled conditions than to have glass replacement done outdoors in inclement weather.
I do realize that mobile service is not going away completely. Some of you don’t even currently have a shop. I also realize that it would be foolish to flip a switch and change everything overnight. However, I feel that through the right planning, training, and implementation, in-shop installations can be increased and eventually take over the percentage of installs now taken by mobile installations. This is not pie-in-the-sky wishful thinking; it does work. I will wager that the analysis you make will open your eyes and you will see the benefits of changing your business plan from primarily (or only) mobile service to primarily in-shop installations.