2019 Event Preview

Auto Glass Week™
September 4-6, 2019
Indianapolis, Indiana
Indiana Convention Center
Host Hotel: JW Marriott Indianapolis


Dear Colleague,

An Investment in knowledge pays the best interest.

-Benjamin Franklin

There is no finer investment you can make than attending Auto Glass Week 2019. The education, peer-to-peer learning, interactive exhibits, hands on demonstrations, expert competitions and networking is an investment in yourself, your company, your co-workers and your future. Congratulations on making this investment in the future.

As representatives of the co-sponsoring organizations, we invite you to get the most out of the three days of intense learning ahead of you. Use the convenient App, which you can download by visiting the App Store or Google Play Store, to plan your time at the educational seminars and exhibits as well as to mark out key demonstrations to see. Be sure to note the competition preliminaries and finals.

We thank you for investing in your company and our industry. And we offer a big “thank you” to our exhibiting sponsors as well, for exhibiting and making all the exhibition, competition and education possible. Thank you!

And please, stop by and see this during the show.


Mike Shenian
Auto Glass Safety Council

Deb Levy
AGRR Magazine

Gary Hart
Independent Glass Association

Troy Mason
National Windshield Repair Division


All of the industry’s major automotive glass groups come together for this one educational event. This includes AGRR™ magazine, the Auto Glass Safety Council™ (AGSC), the Independent Glass Association (IGA) and the National Windshield Repair Division™ (NWRD).

Auto Glass Repair and Replacement™ (AGRR) magazine/glassBYTEs.com™

AGRR™ magazine is the only magazine devoted exclusively to the automotive glass industry. It is published bi-monthly and also produces a daily e-newsletter available on www.glassBYTEs.com™. The magazine is published by Key Media & Research, which fosters several glass-related brands, including Auto Glass Journal™, USGlass, Door and Window Market [DWM], WINDOW FILM, Paint Protection Film magazines and the Architects’ Guide to Glass & Metal.

Auto Glass Safety Council™ (AGSC)

The Auto Glass Safety Council™ is a not-for-profit organization dedicated to the safe replacement of auto glass. The Council is accredited by the American National Standards Institute (ANSI)—a standards development organization—and has developed North America’s only auto glass replacement standard, the AGRSS Standards™ (ANSI/AGSC 003-2015 Automotive Glass Replacement Safety Standard), and manages the industry’s Certification Program for technicians and Registered Member Company Program for companies. AGSC currently offers training and technician accreditation programs nationwide. Become certified and expand your business opportunities.
www.agsc.org and

Independent Glass Association

The Independent Glass Association (IGA) is dedicated to the needs of the independent glass companies in North America. Its members are also dedicated to the professional and ethical installation of glass in a safe and proper manner. IGA members are located in all 50 states and ten countries.

National Windshield Repair Division™

The National Windshield Repair Division™ (NWRD) is recognized nationally and worldwide as a professional source of reliable information on windshield repair. The NWRD provides information and consultation to interested parties including commercial, government and trade organizations. The NWRD devoted solely to the windshield repair industry and to companies that choose to repair first. It also administers the ROLAGS™ Standard and Repair Technician Certification Program.
www.nwrassn.org and www.rolags.com

Auto Glass Week’s GlasWeld Windshield Repair Competition in Honor of Walt Gorman

The Windshield Repair Competition (WRO) is an international competition that provides a venue for repair technicians to showcase and learn the finest repair techniques from one another. The WRO is in its fourteenth consecutive year providing the repair industry a venue to showcase professional, quality repairs in an exciting format.

Auto Glass Week’s Pilkington Clear Advantage Auto Glass Technician Competition

The Auto Glass Technician Competition (AGTO) is the event for auto glass technicians and fitters from all over the world to come together in an educational forum to compete and learn from one another. This annual gathering plays an important role in the auto glass replacement industry to ensure that technicians have the ability to showcase their skills and techniques through a premier competition and educational demonstrations.

Schedule of Events

Tuesday, September 3

12:00 p.m. – 6:00 p.m.Auto Glass Week™ Registration Open
1:00 p.m. – 4:00 p.m.Auto Glass Safety Council™ ADAS Committee Meeting (ADAS members only)
2:00 p.m. – 8:00 p.m.Auto Glass Week Competitor Check-in, Badge Pick-up and Vehicle Selection
4:00 p.m. – 6:00 p.m. Auto Glass Safety Council™ Board Meeting (board members only)
6:30 p.m. – 7:00 p.m.Windshield Repair Competition Mandatory Competitor Meeting
6:30 p.m. – 8:30 p.m.Auto Glass Safety Council™ Member Meeting and Reception
7:00 p.m. – 7:30 p.m.Auto Glass Technician Competition Mandatory Competitor Meeting
7:00 p.m. – 7:30 p.m.Windshield Repair Competition Competitor ROLAGS™ Testing
7:30 p.m. – 8:30 p.m. Auto Glass Technician Competition Preliminary Judging

Wednesday, September 4

6:30 a.m. – 6:00 p.m. Auto Glass Week™ Registration Open
7:00 a.m. – 7:45 a.m.Morning Coffee With… Corbin Archer
7:00 a.m. – 2:30 p.m.Educational Program sponsored by XYG. See page 6.7:00 a.m. –
9:00 a.m.Auto Glass Safety Council™ AGRSS™ Standards Committee Meeting
10:30 a.m. – 12:00 p.m. Keynote: How to Take Your Business into the Future
12:00 p.m. – 12:30 p.m. Auto Glass Technician Calibration Competition Mandatory Finalist Meeting
12:15 p.m. – 1:00 p.m.Focus on Repair Lunch (by invite only)
1:00 p.m. – 6:00 p.m.Auto Glass Week™ Exhibition Floor Open
1:30 p.m. – 2:25 p.m. Windshield Repair Competition Heat 1
3:00 p.m. – 4:30 p.m. Auto Glass Technician Calibration Competition Finals
3:30 p.m. – 4:40 p.m. Auto Glass Technician Competition Heat 1
4:30 p.m. – 6:00 p.m. Welcoming Cocktail Party on the Exhibition Floor
5:00 p.m. – 5:55 p.m.Windshield Repair Competition Heat 2
7:00 p.m. – 10:00 p.m. 5th Annual Industry Pub Crawl (optional, additional purchase required)

Thursday, September 5

6:30 a.m. – 6:00 p.m.Auto Glass Week™ Registration Open
7:00 a.m. – 7:45 a.m.Morning Coffee With… Peter Brown
7:00 a.m. – 8:30 a.m.Auto Glass Safety Council™ Credentialing Committee Meeting (AGSC members only)
7:00 a.m. – 9:00 a.m. Auto Glass Safety Council™ Education Committee (Tentative, subject to change. AGSC members only.)
7:00 a.m. – 8:30 a.m.Auto Glass Safety Council™ LAGRS Committee Meeting
7:00 a.m. – 2:15 p.m.Educational Program sponsored by XYG. See page 6.
12:00 p.m. – 6:00 p.m. Auto Glass Week™ Exhibition Floor Open
12:15 p.m. – 1:10 p.m. Windshield Repair Competition Heat 31:00 p.m. – 1:30 p.m. Calibration Demonstration by asTech
2:00 p.m. – 3:10 p.m.Auto Glass Technician Competition Heat 2
3:00 p.m. – 4:00 p.m. Calibration Demonstration by Pilkington North America
3:30 p.m. – 4:25 p.m. Windshield Repair Competition Heat 4
3:30 p.m. – 5:30 p.m.Auto Glass Safety Council™ Silent Charity Auction (final bids taken at 5:15 p.m. on the Exhibition Floor)
4:00 p.m. – 5:30 p.m. Sample Audit with AGSC 3rd Party Auditor
4:30 p.m. – 6:00 p.m. Networking Cocktail Party on the Exhibition Floor
4:45 p.m. – 5:55 p.m.Auto Glass Technician Competition Heat 3

Friday, September 6
6:30 a.m. – 2:00 p.m. Auto Glass Week™ Registration Open
7:00 a.m. – 7:45 a.m.Morning Coffee With… Carl Tompkins
7:00 a.m. – 10:00 a.m.Auto Glass Safety Council™ Technician Certification Training
7:00 a.m. – 10:00 a.m.Educational Program sponsored by XYG. See page 6.
7:30 a.m. – 8:00 a.m. Auto Glass Customer Service Representative (CSR) Competition Finalist Meeting
8:00 a.m. – 9:00 a.m. Being the World’s Best CSR and Auto Glass CSR Competition Finals
9:00 a.m. – 10:00 a.m. Special Session: What Financial Shape is Your Business In?
9:00 a.m. – 2:00 p.m. Auto Glass Week™ Exhibition Floor Open
9:30 a.m. – 10:40 a.m. Windshield Repair Competition Finals
10:00 a.m. – 1:00 p.m.National Windshield Repair Division™ Technician Repair Certification Training
11:00 a.m. – 1:00 p.m. Auto Glass Safety Council™ Marketing Committee Meeting (AGSC members only)
11:30 a.m. – 12:00 p.m. Calibration Demonstration by Autel
12:00 p.m. – 1:25 p.m. Auto Glass Technician Competition Finals
1:00 p.m. – 2:00 p.m. Calibration Demonstration by AirPro Diagnostics
2:00 p.m. – 5:00 p.m. Auto Glass Safety Council™ Technician Certification Exam (valid for all badged attendees)
2:00 p.m. – 5:00 p.m.National Windshield Repair Division™ Technician Certification Exam (valid for all badged attendees)
2:00 p.m. – 5:00 p.m. Special Session and Workshop—The First Five Years
7:00 p.m. – 9:00 p.m. Closing Awards Ceremony (optional, additional purchase required)


New This Year!

Members of the Auto Glass Safety CouncilTM can receive continuing education credits for several of the seminars taking place during the event. Look for the CEU designation next to those sessions that qualify.

Wednesday, September 4
7:00 a.m. – 7:45 a.m.
Morning Coffee With … Corbin Archer (Wabash Ballroom)

Our popular Morning Coffee series is back for its second year. Come early, grab a cup of coffee and learn: “How to Thrive in the Auto Glass Industry: Creating Opportunity and Financial Health.” Bring those burning financial questions specific to the auto glass industry that you have always wanted to ask.

Faculty: Corbin Archer is the president of Glass Mechanix Solutions in Salt Lake City, Utah. Prior to this, Archer served on the board of directors at TechnaGlass from 2007 – 2015. In 2002, he received an MBA from Westminster College where he currently serves as a member of the MBA alumni committee. His focus is the financial health of auto glass businesses.

8:00 a.m. – 9:30 a.m.
Industry Roundtables: Share and Learn from Your Peers (Meeting Room 120)1.5 CEUs

Roundtables are back for a second year, after their extreme popularity in 2018. Attendees told us they wanted to attend these again and they wanted more time—so we are delivering in 2019. Many auto glass companies struggle with similar issues, and who better to get tips from than your peers? Attend this session which is set up in roundtables with different topics at each table. You can table hop as much as you wish and ask questions of our experts—executives at the nation’s top auto glass companies who will be at each table to help facilitate dialogue and answer questions.

Facilitators: David Leach is the chief operating officer for Don’s Mobile Glass/Wardrobe and Bath Specialties in Northern California. He spent 22 years with Kryger Glass in Kansas City, followed by 10 years with Belron (and later Safelite) as a regional vice president; where he won both the ‘Wall of Fame’ and ‘Belron Exceptional Customer Service’ (BECSA/global) awards. During his career, he has been active in numerous trade groups, including a board position with the Chicago Group and the leadership team for PPG Prostars. He attended Creighton University and is a graduate of the Stephen Covey “Principal Centered Leadership” and “7 Habits” courses.

Mike Schenian is the president of City Auto Glass, in St. Paul, Minn. Mike Schenian also serves on the Auto Glass Safety Council with more than 40 years of experience in the glass industry and was president of the Minnesota Glass Association in 1993 and 2012.

Paul Morris is a lawyer and the president of his family’s small business, Jack Morris Auto Glass. The company was founded in 1951 by Paul’s grandfather in downtown Memphis, Tenn. The company currently has 10 locations in the South. Paul is married and has two children. He serves on the boards of several non-profits in the Memphis area.

David Rohlfing is a consultant, advisor and company board member with industry expertise that spans an impressive four decades. He has extensive experience working with both retail and whole-sale/distribution businesses in both the automotive glass repair and replacement industry and the automotive battery industry. Rohlfing has held positions with some of the largest auto glass operations in the world. His global view of the industry includes North and South America, Asia and Europe. He has a proven history of leading organizations to exceptional growth and profitability, and he has tirelessly worked to ensure that the industry has safety has one of its top priorities.

Carl Tompkins retired from his role of global AGR strategic marketing manager for Sika Corporation in December of 2018. Prior to joining Sika, Tompkins spent 10 years with PPG as the manager of market development for the Automotive Glass Division, and was also a co-founder of Lynx services, PPG’s former third-party administrator division, which is now part of Pittsburgh Glass Works. He played an instrumental role in establishment of the Auto Glass Safety Council (AGSC) and the AGRSS Standard.

9:45 a.m. – 10:15 a.m. Auto Glass Week Opening Session and Award (Wabash Ballroom)

Come for an overview of all that Auto Glass WeekTM 2019 has to offer, along with an update from each of the sponsoring organizations about their current and new initiatives.

Faculty: Debra Levy is publisher of Auto Glass Repair & Replacement Magazine (AGRR) and president of Key Media & Research, a glass information services company based in suburban Washington, D.C. KMR publishes AGRR and glassBYTEs.com™, the auto glass industry’s daily electronic news service. She is author of numerous articles about the industry and sits on the board of directors for Auto Glass Safety Council (AGSC) and the National Windshield Repair Division (NWRD). She has been in the glass industry her whole adult life and also serves as publisher of several other glass-related print and electronic publications, including USGlass, Architects’ Guide to Glass and WINDOW FILM magazines.

As the executive director of the IGA, Gary Hart is honored to play an important role in shaping the future of the AGRR industry. His strategies for creating success have come from directly working with those who serve their respective roles in the industry. Through his work, Hart has learned to value the opinion of everyone who is a stakeholder, in any given process, in order to provide the right solutions they seek. Hart has used this leadership distinction to help optimize and grow auto glass businesses to new positive and profitable levels.

Mike Schenian is the president of City Auto Glass, in St. Paul, Minn. Mike Schenian also serves on the Auto Glass Safety Council with more than 40 years of experience in the glass industry and was president of the Minnesota Glass Association in 1993 and 2012.

Troy Mason is the founder and owner of TechnaGlass, a multi-state auto glass chain based in Salt Lake City, Utah, with locations in nine states. Mason has built TechnaGlass from a single location to a 60-plus chain in the West, Kentucky, Ohio and Louisiana. He is a veteran of the U.S. Air Force and also attended the University of Utah. His company is well known for its commitment to employee education and training as well as having fun. Mason is also a member of the board of directors of both the National Windshield Repair Division (NWRD) and the Auto Glass Safety Council™. He currently serves as president of the NWRD.

10:30 a.m. – 12:00 p.m.
Keynote: How to Take Your Business into the Future (Wabash Ballroom)

Jim Carroll, Global Futurist and Innovation Expert (see sidebar on page 4 for more information)

12:00 p.m. – 1:00 p.m.
Lunch on your own

1:00 p.m. – 1:30 p.m.
The Latest in Safety including Headlight Research |.5 CEU|(Wabash Ballroom)

The Insurance Institute for Highway Safety (IIHS) is at the forefront of much auto related safety and insurance issues. Learn the latest results of the group’s work when it comes to headlight and visibility issues. This session will equip you with valuable information to pass on to your customers.

Faculty: Sean O’Malley is the senior test coordinator for the Insurance Institute for Highway Safety. He began working at IIHS in 2007, initially performing damageability research and low-speed crash tests. Prior to joining IIHS, O’Malley spent 20 years in the testing field in the Detroit area, beginning with Ford Tractor in 1987. O’Malley’s recent research has been about the effects of auto glass repair and replacement on ADAS.

1:30 p.m. – 2:30 p.m.
ADAS and Glass Quality (Wabash Ballroom)

The effect of glass quality on the necessity of recalibration and the quality of that recalibration has been the subject of anecdotal discussion and speculation throughout the industry. In this hard-hit-ting session, you’ll learn the differences in glass quality (OE, aftermarket, etc.) and how quality affects the need to recalibrate. This session also explains why the mistaken belief that ”if you don’t touch the camera, you don’t need to recalibrate,” can lead to major problems.

Faculty: Erica Clouse, business development manager at NSG Pilkington NA. A graduate of Ohio State University, Clouse currently oversees the Calibration and Truckload groups within NSG Pilkington NA, and has worked previously managing the ADAS channel and served as a marketing specialist with the group. Clouse has experience in both the AGR and OEM segments, currently serves as a representative on the Auto Glass Safety Council, and drives growth within the company via serving customers as well as new product development.

Bill George, director of business planning, NSG Pilkington NA. George holds a B.S. in marketing management from Youngstown State University and has been with the company since 1997 in director and managerial roles. Currently, George maintains authority over business planning, product marketing, brand development, new product launches, multi-channel pricing and emerging market development. George also led product development for the OPTI-AIM systems, which assists in the calibration of windshields to ensure compatibility with next-generation technology tools; producing millions of dollars in new incremental revenue.

Thursday, September 5

7:00 a.m. – 7:45 a.m.
Morning Coffee With … Peter Brown (Wabash Ballroom)

Come hear the marketing success found by the president of one auto glass company and learn how to make this work in your local market. Brown will tell you how he has conducted online marketing in his local markets with sensational results.

Faculty: Peter Brown is president of Tiny and Sons Auto Glass, a second-generation owned business. Brown has been in the industry for more than 40 years. Having learned the ropes from his father, he eventually took over Tiny and Sons Auto Glass. He also serves on a number of boards and councils in his hometown of Plymouth, Mass., and serves as chairman of the Plymouth Area Chamber of Commerce and the Boys & Girls Club of Plymouth.

7:45 a.m. – 8:00 a.m. | Break

8:00 a.m. – 8:30 a.m.
New Auto Glass Market Study Results (Wabash Ballroom)

Come learn about the state of the auto glass market. This presentation will explore primary and secondary data and insights on the industry, conducted by the research division of AGRR magazine’s parent company. It will look at several key economic indicators, as well as industry growth trends, on both the supply and demand sides of the market.

Faculty: Nick St. Denis is the director of research at Key Media & Research (KMR), a glass information provider based in suburban Washington D.C. St. Denis conducts business research for the glass industry. He currently is completing his master’s degree in Survey Research at the University of Connecticut, with an emphasis on industry-related projects.

Third Annual Advanced Driver Assistance Systems (ADAS) Summit • 3.5 CEUs

Understanding ADAS is imperative for the auto glass industry and the ADAS Summit will do just that. Join us for these special sessions devoted to ADAS technology, legal implications, and the challenges of offering calibration services. Then visit the show floor for demonstrations of calibration equipment in operation.

8:30 a.m. – 10:30 a.m. (Wabash Ballroom)Calibration: Learn from Your Peers who Perform These Every Day in Their Shops

Maybe you perform a few calibrations in-house but are afraid to take it to the next level. Or maybe you subcontract them out and are hesitant to bring them in-house. What are the pluses and minus-es of each? This session is your chance to ask specific calibration questions to those who perform these every day in their shops. Each panelist will explain how they got started, challenges, advantages and more. Then ask your questions to help you evaluate your best course of action.

Faculty: Josh Bradley is owner of Clear Choice Auto Glass in Spartanburg, S.C. Bradley has 17 years of experience in the industry. He is an AGSC-certified technician who performs calibrations himself. He was the gold medalist in the inaugural Auto Glass Technician Calibration Competition in 2018.

Jon Burra is owner of the Windshield Calibration Center located in Phoenix, Ariz., and was a 2018 Auto Glass Technician Calibration Finalist. He has been in the automotive service field for almost 30 years starting as a technician. He started The Windshield Calibration Center in December 2017 and has performed over 5000 successful ADAS calibrations and counting.

Bill Purtell is operations manager of All Star Glass, Inc. in San Diego, Calif., the fifth largest auto glass company in the U.S.

Bob Scharaga, president of All Star Glass, Inc. Scharaga co-founded his company with his late father, Sam. Today, All Star Glass, Inc. has 30 company-owned glass centers throughout California. Scharaga also serves as a board member of the Auto Glass Safety Council and the Fowler College of Business at San Diego State University.

George Weller is vice president for City Auto Glass. Weller started as an auto glass technician in 1983. He joined the City Auto Glass family in 1986 and now serves as the senior operations manager there. His passion is finding new technologies and process improvements for the company that serves customers’ needs efficiently and effectively. He is a member of the AGSC Standards Committee and enjoys spending time with his four children. Jonathan Dickerman, Diagnostic Quality Assurance Coordinator Sullivan Tire.

Jon Dickerman works as a mobile diagnostic technician for Sullivan Tire and Auto Service. Dickerman is a certified ASE/ACA World Class Technician and has been in the automotive repair industry for 17 years, with seven of those years as a mobile diagnostic technician. Since 2017, Jon has focused on ADAS system diagnosis, calibration and repair. Dickerman services vehicles on-site for collision specialists and glass installers.

Facilitated by Tara Taffera, the editorial director for Auto Glass Repair and Replacement magazine who has been at AGRR’s parent company, Key Media & Research, for more than 21 years.

10:30 a.m. – 10:45 a.m. Calibration Standards (Wabash Ballroom)

With calibration becoming an increasingly bigger part of the auto glass replacement business, the Auto Glass Safety Council (AGSC) AGRSS™ Standards Committee is working to integrate calibration procedures into the AGRSS Standard. Learn the latest updates in that endeavor.

Faculty: Bob Beranek is president of Automotive Glass Consultants and chair of the AGSC AGRSS Standards Committee. A former full-time auto glass installer, Bob Beranek founded his own company in 1991 where he developed and conducted training programs for leading companies in the automotive and auto glass industry. In 2011 he co-authored “The Complete Guide to Auto Glass Installation—A Textbook” with his wife Ann Schuelke. Currently, he is president of Auto Glass University and blogs for Technically Speaking on glassBYTEs.com.

10:45 a.m. – 11:15 a.m. ADAS, Insurers and Third Party Administrators (Wabash Ballroom)

We all know how important it is to work with the various insurers and third party administrators when it comes to ADAS and auto glass repair and replacements. Here is your chance to learn what’s happening and ask some specific questions including how calibration works into filing claims and more.

Faculty: Paul McFarland is the senior director of supply chain management for LYNX Services, a Solera Company. McFarland graduated with a BS in Industrial Engineering from the Georgia Institute of Technology in 1979. After graduating he went on to work for PPG Industries in the areas of engineering, sales and management in automotive and aircraft glass businesses until the divestiture of PPG’s auto glass business in 2008. (Other participants being added, check online.)

11:15 a.m. – 12:00 p.m.
Highway Safety Issues that Affect the Auto Glass Industry |.5 CEU| (Wabash)

Autonomous vehicles, infrastructure and safety are among concerns of the auto glass industry. In this session, representatives from the Governors Highway Safety Association will brief you on how states are handling these issues as well as other top safety priorities including aggressive driving, distracted and/or impaired drivers, teen and mature drivers, passenger safety and more.

Faculty: Russ Martin is the director of Policy and Government Relations, Governor Highway Safety Association, based in Washington D.C., an organization representing the state and territorial highway safety offices. Its mission is to provide leadership and advocacy for the states and territories to improve traffic safety, influence national policy, enhance program management and promote best practices.

12:00 p.m. – 1:15 p.m.
Brown Bag Lunch (Bring Your Own) & Industry Roundtables (Meeting Room 120)

Many auto glass companies struggle with similar issues, and who better to get tips from than your peers? You’ll have two opportunities to learn from them as the second roundtable is held. Attend this session which is set up in roundtables with different topics at each table. You can table hop as much as you wish and ask questions of our experts—executives at the nation’s top auto glass companies who will be at each table to help facilitate dialogue and answer questions.

Facilitators: Mike Schenian of City Auto Glass, David Rohlfing, advisor, Carl Tompkins, consultant, David Leach of Don’s Mobile Glass and Paul Morris of Jack Morris Auto Glass. See faculty curriculum vitae on pages 6, 7 and 11.

1:30 p.m. – 2:15 p.m. See What the New NAGS System Looks Like (Wabash Ballroom)

At Auto Glass Week 2018, NAGS announced it would be updating its pricing system. Come to this session to learn more about the updates NAGS will be implementing, and when those changes will be going into effect.

Please note: as with all Auto Glass Week seminars, recordings, broadcasting, retransmission, streaming and/or videotaping is strictly prohibited.Please note: All seminars, demonstrations, competitions etc. are copyright by Auto Glass Week. They may not be captured, photographed, recorded, filmed, broadcasted, streamed or retransmitted in any way.

Faculty: Wayne Krause is director of Mitchell International’s National Auto Glass Division (NAGS). Krause joined Mitchell International in 1987 and has held numerous positions throughout his 31 years at the company. His automotive experience spans more than 40 years and encompasses everything from technician, teacher, business owner and insurance claims manager. He is considered a subject matter expert on most things automotive from repair techniques and procedures to diagnostics. He remains heavily connected through his involvement on various boards and committees and is the California State chair for I-CAR and an instructor in Southern California region.

Friday, September 6

7:00 a.m. – 7:45 a.m. Morning Coffee With … Carl Tompkins (Wabash Ballroom)

Carl Tompkins is back by popular demand for the morning coffee series with his numerous advice from his 45 years in the auto glass business. Learn his true secrets of success learned on the job and through working with countless auto glass owners.

Faculty: Carl Tompkins retired from his role of global AGR strategic marketing manager for Sika Corporation in December of 2018. See page 7 for full curriculum vitae.

8:00 a.m. – 9:00 a.m.
Customer Service Representative Finals (Meeting Room 122)

Customer Service Reps (CSRs) are the heart of any auto glass company. They are the first people a customer talks to and can make or break a company’s bottom line. They take calls, answer custom-er questions and schedule auto glass repair and replacement appointments. This is their moment in the spotlight—with lessons in great customer service for the rest of us. Don’t miss the third annual Auto Glass Customer Service Representative (CSR) Competition Finals. Listen in as judges ask basic price questions and put these CSRs through a test of their mettle. Watch and learn as CSRs stand up under the pressure of direct questions (some more diffi cult than others) and as our judges educate the audience with real-life, real-time lessons on what it takes to be the best.

Judges: Joel Timmons of Profi table Glass Solutions Ltd. (PGS) created the company in 2007 to assist companies seeking operations, sales and marketing consultation within the automotive industry. Joel has proudly served the automotive industry for over 30 years with upper level man-agement experience in manufacturing, distribution, retail and claims management. His experience in all facets of supply chain management set the foundation for the creation of his consulting firm. Joel is active within the industry having served on numerous committees and is a frequent contributor to industry events and periodicals. He served as a charter member of the AGSC™ and was elected to two terms on its board of directors.

Lyle Hill, president of Keytech North America and Glass.com® has more than 40 years of experience, including ownership of one of the country’s largest glazing contractors for nearly 25 years. Hill holds an MBA from Illinois Institute of Technology and is an adjunct professor at Olivet Nazarene University.

Melody Reddell, co-owner of PACE Glass, has worked in the auto glass industry since 1994, as owner, technician, and customer service representative for PACE Glass in Texarkana, Texas. What began as a windshield repair service company, PACE Glass has grown to a full-service glass company offering automotive, residential, and commercial glass. The focus for PACE Glass and the Reddell family has been on one goal … customer service.

9:00 a.m. – 10:00 a.m.
Special Session: What Financial Shape is Your Business in? (Wabash Ballroom)

Is your business in the best fi nancial position possible? Are you generating consistent profi ts and cash? Do you know the return on investment in your key strategic initiatives? Do you know what percentage of labor is as far as your overall expenses? How do you manage inventory and increase the enterprise value of your business? All of these questions and more will be answered in this informative session you don’t want to miss in this hard-hitting session designed especially for our industry.

Faculty: Justin Krane, a Certifi ed Financial Planner™ professional and award-winning speaker, is the founder of Krane Financial Solutions. Known for his savvy, holistic approach to fi nancial planning, he advises his clients on how to unite their money with their lives and businesses. Using a unique system developed from his studies of fi nancial psychology, Krane partners with entre-preneurs to identify, clarify and meet goals for increasing their business revenue. He works with entrepreneurs to create a bigger vision for their business with education and fi nancial modeling.

Prior to founding Krane Financial Solutions, Justin was a vice president, investments, and sales manager at UBS Financial Services Inc., for 12 years, in Beverly Hills, Calif. He holds a BA degree in fi nance from University of Colorado, Boulder and received his Certified Investment Management Analyst® (CIMA®) designation from Investment Management Consultants Association and in conjunc-tion with The Wharton School of Business at the University of Pennsylvania.

2:00 p.m. – 5:00 p.m. Special Session and Workshop — The First Five Years (Meeting Room 124)

Designed for and open exclusively only to those who have owned or managed an auto glass business for 5 years or less or who plan on doing so in the near future. There is no additional fee but space is lim-ited and you must pre-register to attend. You’ll learn from experts with more than 60 years of experience about topics such as:
1. Buying smart
2. Managing people
3. Finding employees
4. Handling family dynamics
7. Vendor negotiations
6. Cash flow and management
5. Financial and other key ratios
8. Guerrilla marketing—and more!

Come and learn from these experts who started at the ground level, just like you. This is an intense, roll-up-your-sleeves session that’s a “mini MBA in auto glass.”

Faculty: Corbin Archer is the president of Glass Mechanix Solutions in Salt Lake City, Utah. Lyle HiIl is president of Keytech North America and Glass.com®. Joel Timmons of Profi table Glass Solutions Ltd. For faculty curriculum vitae see pages 6 and 12.

To view the laid-in version of this article in our digital edition, CLICK HERE.

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