Field of Vision March/April 2023

An Ethical Obligation

By Travis Rains

From cellphone components that run their course after only a few years to news stations prioritizing speed and being first over accuracy, it seems like industries the world over aren’t as concerned about quality service to the consumer as they once were. In some lines of work, that absence of quality leads to more immediate safety issues as opposed to just inconveniencing customers.

That’s what makes the Auto Glass Repair and Replacement (AGRR) industry such a unique and rewarding industry in which to work. While business owners obviously need their operations to be profitable, my discussions with shops both large and small have brought to light a deeply-instilled industry sentiment: an ethical obligation to customer safety.

Perhaps that’s just the nature of the business, or maybe it’s because of the morals of those in the industry. Or, just maybe, the evolution of the industry is attracting ethical individuals who realize the services provided by AGRR professionals could mean the difference between life and death in serious situations.

At some point in nearly every interview I conduct with AGRR operators, shop owners and technicians communicate that point, and the importance of keeping motorists safe. In fact, more often than not, shop owners say they’re not only concerned about their customers’ vehicles and welfare, but the welfare of all motorists on the road. I’m told, and certainly believe, that the sentiment will only grow in intensity as technological advancements in the industry increase reliance on such systems.

That’s why many operations offer as many services as possible, from repairs and replacements to calibrations and alignments. Of course, one could argue that advocating for customer safety through calibrations, and adherence to auto glass industry standards, such as AGRSS, is just another way for shops to drum up business. But for many companies, there’s more to it than that, evidenced by the way in which partnerships emerge, business is conducted, and consumers and employees alike are educated.

At a time when the consumer’s well-being takes a backseat to cash generation, the AGRR industry should applaud itself for making customer safety a continuing priority.

Travis Rains is assistant editor for AGRR magazine. Connect with him on LinkedIn.

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

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