by Bob Beranek
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Is an auto glass part still “safe” if it’s scratched? Well, it depends on the severity of the damage. A glazing professional will tell you if a glass scratch can be felt with one’s fingernail, the scratch is considered severe. If not, then it’s considered superficial and you can remove it on any glass part with “elbow grease” and some cerium oxide.

Severe damage indicates the removal of the scratch by whatever means, but will cause the glass to weaken, become distorted and be rendered unsafe. When an auto glass part is severely scratched the glass should be discarded. Auto glass parts are considered safe only when they’re not fractured. As soon as an auto glass part is broken it can’t do its job of supporting, protecting and providing clarity of site for the driver.

If you think about it, it makes sense. How is glass cut to size? The simple procedure is to “score” the glass and then break the score. What’s a score? It’s a controlled severe scratch created by a tool that breaches the harder surface of the glass by creating a fissure.

When pressure is applied to that fissure or score, the glass breaks controllably along the scratch that was created. A severe scratch is the first step in broken glass, you just don’t have any control over it.

Can auto glass be installed safely when there is a scratch present? If superficial, yes if it’s removed or accepted by the customer. If severe, no, just throw it away or return it.

Far be it for me to promote or criticize a particular business plan. I know a lot of business owners that are having great financial success as auto glass providers with a diverse number of different business types. However, I feel the need—for the sake of safety—to comment on the practice of subcontracting technicians.

First of all, subcontracting technicians is a periodic necessity if a disaster strikes or if business has a drastic unforeseen increase. You can’t turn down business because of fluctuations in the demand.  However, there is some realizations that must be dealt with by both the business owner and the technician offering the service before entering into the subcontracting relationship.

If you are a business owner employing a subcontractor, there are some issues you must be aware of:

  • The subcontractor is not your employee. He does not have your long term benefit at heart. You cannot control the technician—except by ending the relationship which also ends your extra help.
  • You are responsible for his/her work—good or bad.
  • Does the subcontractor follow your directives once they are out of your sight, or do they do what is expedient for them? If you pay by the job, they will do as many jobs as they can no matter what directives you give. If you deduct pay for warranty or callback work, they will make the job leak free, but is it well bonded?
  • Liability is still yours. Heaven forbid that an accident occurs and the glass installation failed to perform properly. No matter what legal papers were signed, the improper installation will stain your company and good name—not the subcontractor’s.
  • How well do you know the technicians skill level? Did you witness an installation? Did you check credentials and reputation?

What about the subcontractor’s responsibilities? Most, but not all, subcontractors are ex-employees of another auto glass company. They may be excellent technicians but average businessmen.  Or, they can be poor technicians and poor businessmen. Either way, the relationship must be open and above aboard.

  • As a contractor, do you carry your own business insurance? Do you carry your own worker’s compensation insurance?
  • What happens if you damage a customers’ vehicle?
  • A subcontractor is his/her own employer; it is his/her own business. All self-employed business taxes, fees and responsibilities apply.
  • Are installation supplies and equipment provided, or are they the subcontractor’s responsibility?  What do those supplies include, and what do they cost? Is the truck supplied? Is the fuel supplied?
  • What if the glass is broke while installing? What if the wrong glass is ordered and a new glass must be picked up?

There is a lot to consider and discuss when subcontracting is the chosen business plan. However, there is one consideration that must be addressed above and beyond the financial and logistical issues, and that is the safety and provided service to the customer. Can it work to subcontract? Yes. Is it easy to provide safe and competent service? You be the judge.

I’m sure that many of you have noticed that there has been a higher number of noise complaints recently. Have you ever wondered why? The answer is exposed edge glass mounting. Since the popularity of exposed edge glass mounting came into being with the Saint Gobain’s Pre-Applied Adhesive System (PAAS), many other vehicle manufacturers have noticed the benefits of its design.

  • There are fewer parts to design and manufacturer;
  • Less labor costs to install the finishing moldings;
  • Without an over-glass molding there is less drag and better fuel economy; and
  • More aesthetically appealing.

There are also some pros and cons for the auto glass technician as well.

Pros

  • No moldings to take off so installation times are reduced;
  • No clips to be broken and replaced so costs are reduced.

Cons

  • Removal damage easily visible;
  • Bead application must be precise or cleanup is a problem;
  • Noise complaints increase.

Today, I want to address the noise complaint issue. Have you ever had a customer complain, “That ever since the glass was replaced, there is a noise they’ve never heard before?” I think we all have. The fact is that the noise is not new, it is just different.

All vehicles have noises manufactured in them the day we drive it off the lot. If the noise is such that we cannot tolerate them, we don’t buy the vehicle. However, if the sounds are minor, or don’t irritate us particularly, we will buy the vehicle and live with the noise. Eventually, we don’t hear it anymore because we get used to it, and, in our minds, it ceases to exist.

Then comes Otto’s Glass to replace the windshield and the gap between the exposed edge of the glass, and the wall of the pinchweld is slightly different than before. If it is a smaller gap, there is a higher pitched “whistle.” If it is a larger gap, there is an “air rush” sound. Either way, the sound is different not new. There is no such thing as zero sound.

Air has to go somewhere when it comes in contact with the vehicle. If it is forced between the glass and the body gap, the rush of air will create a noise. How that noise is heard depends on where it enters the gap, travels through the length of the gap and how it escapes. The only way to stop the noise complaint is to disrupt the air flow thus stopping the air from creating a rush or whistle.

Here are some actions you can take to reduce the noise complaints:

  • Add a moulding – Yes, it will change the look, but does the customer want a quiet ride or stylish looks? Sometimes you can’t have both. If you are a good salesman, you can sell them on a “J” moulding which will most definitely remove the noise issue, but it will also be the most noticeable to the customer. Or, you could suggest or install an underside moulding which will be far less noticeable but is not as fail safe as the addition of a “J” moulding. The underside moulding will divert the air causing the noise.
  • Measure and replicate the size of the gap – Use a shim or measuring device to note the size of the gap between the glass edge and the wall of the pinchweld. Then exactly replicate the gap upon setting the glass into the opening. Adjust where needed.
  • Disrupt the air flow by adding a strategic ball of adhesive – If the vehicle has “A” pillar moldings but has an exposed edge top, you should place a small ball of butyl tape or dollop of urethane under the side moldings and between the glass edge and the pinchweld wall. This will disrupt the flow of the air and eliminate air rush or an upper corner wind whistle.
  • Make sure the glass surface is slightly below the flush-point of the roof line – It is a little known fact that the glass should be slightly inset into the opening for exposed edge glass. This directive came from BMW many years ago for their vehicles. BMW even had a tool that looked like the shape of the state of Nebraska to measure the indentation. That tool should not be used to measure all vehicles because all vehicles have different roof configurations, but the glass should be slightly indented into the opening and not be flush to the roof line.

I hope these tips and ideas will help with your reduction of noise complaints. Just remember that the noise they hear is not new, just different.