Setting Customer Expectations before Performing a Windshield Crack Repair - Glass Technician Speech

I have performed thousands of windshield crack repairs and they are extremely unpredictable. Every single crack encountered is uniquely broken so they absorb the repair resin different. Instead of promising customers perfection we must be honest. Honesty is always the best policy.
I wrote this for auto glass technicians. I'm assuming you are already knowledgeable about the windshield crack repair process.
windshield crack repair


The Windshield Crack Repair Speech
When I begin speaking to a customer here is the speech I deliver.
"The crack repair process is designed to restore structural integrity to the glass. A side effect of the process is a disappearing effect on the cracks. Our primary goal today is to stop the crack from spreading, saving you money and keeping the occupants of your vehicle safe. If any cracks exist when you experience an accident your windshield may fail and the airbags can also fail. The windshield is the third most important safety feature of your vehicle. It also helps the airbags remain inside the cab.

As we can see right now the existing crack is visible no matter what angle it's viewed from. When the repair has been completed we're looking for the cracks to disappear from one angle of view. That's how we know the resin has entered the cracks which will keep them from spreading.
Looking closely at the cracks we can see bright silver and black coloration throughout the damaged areas. Some of these discolorations may disappear, and some may not. Also the damaged area may be just as visible even after I'm finished. Every crack is just so different and the visible results are truly unpredictable. Visual results can be hindered by many things including the age the crack, moisture, extreme temperature, chemicals used on the windshield, and more.

What I do know is that this process works extremely well at stopping cracks from spreading. I use a high quality repair resin and a high pressure vacuum device. I remove as much oxygen as possible before injecting the resin to ensure the resin can travel to the ends of the cracks.
I'm explaining this to you to ensure you understand the goal and the results of this process. Every customer is different and I want to make sure I understand your expectations. If you are the type who may be annoyed by any visible defects or distortions which can be present after a Windshield crack repair, you may want to think about replacing the whole glass.

If you are expecting to simply keep the crack from spreading then this is exactly what you need. If the crack disappears a lot, then that's just a bonus."

Conclusion

This should be a great stepping stone for creating your speech. I spent many years perfecting it and I've used it many times with great success. Just stick to the facts and your customers will be more than happy with your service.

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Location: Portland, OR, USA

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