Given that steering is the number-one problem in the collision repair industry, repairers would do well to copy the Independent Glass Association’s (IGA) recent introduction of an anti-steering data collection service through www.iga.org.
An incident report form is currently being used by IGA members to catalog any issues of customer intimidation, misinformation and steering. All data being compiled will be made available to members for their use.
“Once enough data has been collected, IGA will make the aggregate data available to IGA members so that they can present hard facts and figures to the state or federal regulators of their choice,” said IGA President Dave Zoldowski. “It makes me mad as hell when the automotive insurance industry demands to see the complaints of customers that they have spent millions on to misinform and confuse. Their claim that the absence of documented customer complaints indicates there is no issue to resolve is about to be debunked.”
IGA members will now have access to marketing materials to distribute to customers whenever there is an issue. The materials direct customers to the Web site for completion of the incident report form after an issue has arisen.
“We can process the data, but we cannot do the data gathering. That is on the shoulders of the IGA membership,” said Zoldowski.
For more information, visit www.iga.org.