What is AGW?
Quality Educational Seminars
“I get so much inspiration each year while attending the
seminars and time with my auto glass peers from around the
country. I just recently started bringing my co-workers to AGW so
that they can experience the same excitement and help me share
the energy and knowledge with the rest of the team back home.”
—Lisa Gabrielle, Mel’s Auto Glass
Networking Time with Sponsors
“Auto Glass Week at West Palm Beach was a phenomenal
success! It was great to see the leaders of the auto glass
industry, as well as discover new information and technology. We
highly encourage anyone from distributor to installer to attend this
event. We look forward to seeing you at San Antonio!”
—Brilli Huen, XYG North America
“All the industry, all the people, all the products, all in one place!”
—CT Chan, Benson Autoglass
Welcome to Auto Glass Week™ (AGW) 2018. It’s a brand new feel for this vital educational opportunity! The event favorites are still in place such as the quality hours of business-building with the sponsors, certification training and no AGW would be complete without our nail-biting competitions. In addition to the staples, there are some new endeavors planned, and you can learn more about those on page 10. The educational program committee focused heavily on business builders and the second annual ADAS Summit to address all the questions still surrounding this ever-growing area. Sponsors from all over the world will showcase the latest products and services for the AGRR industry. Co-sponsored by the Auto Glass Safety Council™ (AGSC), Independent Glass Association (IGA), National Windshield Repair Association (NWRA) and AGRR™ magazine, this is the one event driving your business forward. Visit autoglassweek.com for the most current information. Tried and true mixed with something new is the environment to bring your staff to reinvigorate their passion for your industry. Welcome to Auto Glass Week 2018!
Henry B. Gonzalez Convention Center
900 E Market Street
San Antionio, TX 78205
Hyatt Regency San Antonio
$179 rate USD per night,
plus tax until 9/4/18
Ask for the Auto Glass Week room block or give code AGWWFCT. You can also reserve your rooms online at www.autoglassweek.com and select the hotel information tab to book your room nights.
Rooms are going quickly, so be sure to reserve early!
Meet Up with Your Online Friends-in Person
We’ve set aside a meet-up area on the show floor where you can connect in person with some of your online colleagues. New meet-ups are being set daily, so be sure to check online for the latest schedule. If there is a time you wish to meet, let us know and we will check the schedule for availability. Join us in the meet-up area located in Hall 4.
4:00 p.m. – #WomenRockRepair Group
4:00 p.m. – Facebook Auto Glass Tech Group
5:00 p.m. – Auto Glass University Graduates
12 noon – AGSC Certified Technicians
12:30 p.m. – AGSC Master Technicians
All Aboard the AGSC Express
If the weather is bad or you can’t make the five-minute walk from the Hyatt Regency, then take the AGSC Express Bus. In the interest of safe driving everywhere, the Auto Glass Safety Council (AGSC) is sponsoring shuttle bus service to and from the convention center. The shuttle is complimentary to all Auto Glass Week attendees. The full schedule can be found online.
New for 2018
Come, Learn and Go Home with a Brand New Truck!
That’s right—we will be giving away a brand new truck to one very lucky attendee. Come, learn and you just may drive home on some new wheels. Here’s how it works. Every two hours on the trade show floor, we will be announcing the name of a lucky attendee. Names will be drawn approximately two hours apart both Thursday and Friday as well as on Saturday, giving you six chances to be a finalist. You must be present to claim your finalist key. You can have a representative represent you in the finals. In addition, all eligible* pre-registrants who register by the pre-registration deadline of September 7, 2018 will receive two more chances to win as they will be entered in twice more. So if you are on the show floor and pre-register, you have up to eight chances to win this brand new truck.
*Full- and trade-show-only attendees and competitors are eligible. Speakers, sponsors and non-sponsoring suppliers and employees of show management are not eligible. Must be over 18 to win. Ford F-150 photo is not an exact representation.
Moderated Q&A with Richard Rawlings: Running Your Business Loud and Fast
Thursday, 11:15 a.m. – 12:15 p.m.
Join us as Richard Rawlings, the host of the wildly popular Fast N’ Loud on the Discovery Channel and owner of Gas Monkey Garage in Dallas, provides an amazing session at AGW 2018. A true entrepreneur, Rawlings started with nothing but a vision based on his passion for cars and has since grown his Gas Monkey Garage, which includes its full-service car restoration business and serves as the home base for his flagship show on Fast N’ Loud on Discovery Channel. On his show, Rawlings searches the far-flung corners of Texas and surrounding states for forgotten and derelict classic cars to buy and restore at his famous Dallas garage. His other shows on Discovery include Misfit Garage, Garage Rehab and Demolition Theater. Additionally, his Gas Monkey Garage brand includes restaurants, a live music venue, Gas Monkey Garage apparel, its own brand of tequila and an energy drink. Rawlings also has a number of corporate partnerships including Dickies, Havoline and Advance Auto Parts.
Rawlings is a veteran of transcontinental road rallies, winning the Gumball 3000 and the Bullrun—twice. He is the current world record holder in the Cannonball Run and was even recognized by Jay Leno for this achievement. He broke the record that stood since 1979, covering 2,811 miles from New York to Los Angeles in 31 hours and 59 minutes, with an average speed of 87.6 miles per hour. Prior to his success with his TV shows and car restoration business, Rawlings held down several jobs that allowed him to pursue his passion for cars. He was a firefighter, police offi cer and paramedic, all before he was 21 years old. He eventually left those jobs to start his own business, building a printing and advertising company from the ground up. He later sold this business to establish Gas Monkey Garage. This is your chance to ask Richard questions during this extended Q-and-A conversation. Joint session with WFCT.
Send questions to email@example.com
Please note the schedule is tentative and subject to change. Unless otherwise noted, all events are at the Henry B. Gonzalez Convention Center (HBGCC) and competitions will be held on the exhibition floor in Hall 4. For updated info, please visit autoglassweek.com.
Thursday, September 27
7:00 a.m. – 7:30 a.m.
Morning Coffee with … Carl Tompkins
This year, Auto Glass Week presents a series of early-morning, informal sessions
called “Morning Coffee with” designed for all, but with a special focus on owners and managers who have been in the auto glass business for less than five years. Whether new to the auto glass industry or a “long-timer,” you’ll enjoy coffee with Carl Tompkins as he shares the common themes he’s seen among most auto glass companies that succeed—and those that fail. During the course of his 44-year career, Carl has visited and studied literally thousands of auto glass companies and knows what the successful ones have in common. You don’t have to be big to be the best, but there are some true secrets to success. Carl will show you what they are. Speaker: Carl Tompkins, global AGR strategic marketing manager for Sika Corporation (retiring 12/31/2018).
7:45 a.m. – 8:15 a.m.
Auto Glass Week Opening Session
Come for an overview of all that Auto Glass Week 2018 has to offer, along with an update from each of the sponsoring organizations about their current and new initiatives including the advancement of calibration programs in the auto glass industry. This year’s award winners, including the winners of the highest honors the auto glass industry gives, will also be named.
Speakers: Debra Levy, publisher AGRR magazine; Jean Pero, vice president, Auto Glass Safety Council; Gary Hart, executive director of the Independent Glass Association; and Troy Mason, president, National Windshield Repair Association.
8:15 a.m. – 8:30 a.m.
8:30 a.m. – 2:30 p.m.
Second Annual ADAS Summit
Join us for a full day of learning about ADAS technology, standards and practices, legal implications and how to insure you receive payment for calibration services. Then follow up with a visit to the show floor for actual full demonstrations of calibration equipment in operation.
8:30 a.m. – 9:30 a.m.
OE and Aftermarket Glass and Their Effect on Calibration
This timely session will provide an overview of the distinctions between original equipment (OE, original equipment manufacturer (OEM), “OE-equivalent” and aftermarket glass. The differences in branding, fi t, quality and channels to market will be explained. Telltale signs of counterfeit or mislabeled glass will also be discussed. Then, the session will explore the factors important when assessing how to calibrate each type of glass and how to be sure you are set up to do so properly. Speaker(s): at press time, our instructors were still being finalized. Please visit the website for updated information.
9:30 a.m. – 9:45 a.m.
9:45 a.m. – 11:00 a.m.
Successfully Integrating Calibration into Your Business
The advent of Advanced Driver Assistance Systems has led to a variety of business challenges for the glass industry. Once you have determined that the glass you have repaired or replaced requires calibration, how do you get it done and receive payment for this additional work? A number of different business models have emerged in the past year including the purchase of in-house equipment, work with car dealerships and/or manufacturers and the development of separatecompanies. In this session, company owners and managers who have chosen a specifi c method talk about what’s involved in each and the advantages and disadvantages they have found, as well as ease of getting reimbursed from insurers. A must for anyone planning a future that includes calibration.
Moderator: Jeff Olive, chair of the AGSC ADAS committee and auto glass technical training manager for Glasspro of South Carolina.
Speakers: Doug Clarke, owner and operator of The Pit Stop Automotive Center; Dan
Knowlton, president of K&K Auto Glass in Florida; Rupert Armitage, managing director of
Auto Windscreens in the United Kingdom; and George Weller of City Auto Glass.
11:00 a.m. – 11:15 a.m.
11:15 a.m. – 12:15 p.m.
Keynote: Richard Rawlings
12:30 p.m. – 1:30 p.m.
Lunch on Your Own
1:30 p.m. – 2:30 p.m.
Calibration Considerations: Repair, Replacement, and Manufacturers
When must recalibration take place? Some car manufacturers require it in certain models, others do not. This session will explore the science of calibration and what the manufacturers say about when it is necessary. The recently completed study conducted by the Insurance Institute for Highway Safety (IIHS) will also be discussed. Bring your questions. At press time, a panel of experts was being assembled. Confirmations include Sean O’Malley, Senior Test Coordinator of the Insurance Institute for Highway Safety.
Friday, September 28
7:30 a.m. – 8:30 a.m.
Morning Coffee with …
The Telephone Doctor:
Turning Price Shoppers Into Sales
It may seem like it’s all about price, but it’s not. Your potential customers ask you about it because they don’t know what else to ask. This workshop will teach you how to overcome price objections and change the conversation to what’s really important in auto glass repair and replacement. Find out that when price shoppers understand what’s important, they choose YOU!
Speaker: Nancy Friedman is one of the country’s foremost experts on customer service, communications and telephone skills and the President of Telephone Doctor in St Louis, Mo. Telephone Doctor helps companies communicate better with their customers and coworkers. She is a highly respected and much sought-after speaker at franchise, corporation and association meetings and conferences and was voted a Favorite Speaker in a national poll for Meetings & Conventions Magazine. This is her second appearance at Auto Glass Week and she is back by popular demand. She helps companies capture, navigate and convert a call to a positive experience and a sale. Her past and current clients include: Florida Automotive Dealers Association, SEMA, ATRA, Big O Tires, Goodyear Tire, Christian Bros Automotive, AT&T and many, many more.
8:30 a.m. – 9:30 a.m.
Trends in Auto Glass Insurance Claims This session will explore the trends in insurance claims involving auto glass, including a look at frequency, severity, cost and more. National and state findings will be included. The information presented provides great insight into the future of the auto glass-insurance claims relationship. Speaker: Kay Wakeman is a research analyst for the Highway Loss Data Institute (HDLI), based in Charlottesville, VA.
9:30 a.m – 9:45 a.m.
9:45 a.m. – 11:00 a.m.
Consumers, Automakers, Attorneys,
Insurers and More: How Technology
Will Change Aftermarket Liability
The arrival of ADAS will bring radical changes to government regulations, industry practices, as well as the legal landscape for consumers, automakers, attorneys, insurance companies and others.
According to “Automated Vehicles: Liability Crash Course,” a report released by J.D. Power and Miller Canfield, consumers are suspicious of technology failures and, relatedly, they desire to resolve ADAS product liability claims out of court. Such an option provides consumers with a balance of time, compensation, personal investment and fairness that they seek.
This session will focus on liability issues affecting ADAS, with a particular focus on how ADAS product liability claims may be resolved, as well as which data is most useful in reconstructing ADAS accidents. It also explores how likely consumers are to pursue litigation and under what circumstances.
Speaker: Zlatina (Tina) Georgieva is a product liability and regulatory compliance attorney at the global law firm of Miller Canfield. She is a co-author of “Automated Vehicles: Liability Crash Course” report released in March of this year and referenced above. She is licensed to practice in multiple states in the United States and Canada.
11:00 a.m. – Noon
The Future of Glass in Automotive Design
Michael Robinson. (See page 10)
Noon – 12:15 p.m.
12:15 p.m. – 1:00 p.m.
Brown Bag Lunch:
Your Customer’s Experience
Bring your lunch and a drink and come learn the results of a very unique research project that studied the decision-making process and experience of customers who had their glass replaced in the last six months. This research project is unique in that it studies customers that used multiple companies and multiple insurers. Gain some quick insights into your customers’ buying experience while you munch on your lunch.
Speaker: Nick St. Denis is the director of the research division at Key Media & Research.
1:00 p.m. – 2:00 p.m.
Round Tables with …
America’s Top Auto Glass Retailers
Meet with the owners and managers of the top auto glass retailers in this country … all ready and willing to share their wisdom with you. Hear what they did well to grow their businesses and what did not work. Find out how their early days in business went. Learn from their successes and their mistakes. This session 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.
Retailers: Dan Knowlton, K&K Glass, Zephyr Hills, FL; David Leach, Don’s Mobile Glass/ Wardrobe and Bath Specialties, Modesto, CA; Paul Morris, Jack Morris Auto Glass, Memphis, TN; Ron Schiebler, Binswanger Glass; Mike Schenian, South St. Paul, MN and more.
Additional top retailers are signing on daily; check autoglassweek.com for updated info.
Saturday, September 29
7:00 a.m. – 7:45 a.m.
Morning Coffee with ….
Dustin Anderson of HGTV’s Fixer Upper
Long before he was Chip and Joanne Gaines go-to-glass guy on the HGTV show Fixer Upper, Dustin Anderson opened his own glass company in Waco, Texas, and he’s been facing the same struggles you do. Dustin has a strong passion for young people who enter the trades and will share with you his strategies for helping advance the glass industry as a noble profession, while finding qualified workers.
Speaker: Dustin Anderson, owner of Anderson Glass in Waco, Texas, and a spokesperson for Glass.com®. Dustin has been in the glass industry for almost his whole life and probably is best known for providing the glass and glazing services on the HGTV show Fixer Upper.
7:00 a.m. – 10:00 a.m.
AGSC Certifi ed Auto Glass
Replacement Technician Training
Now is the time for every technician to get certified. This intensive three-hour training and review course helps you get ready to take the Auto Glass Safety Council (AGSC) certified technician test that very afternoon. There is no charge for this training or testing for any Auto Glass Week attendee, even those attending the trade show only, so come and bring all your installers. Take the training, the test or both. Pass and leave proudly wearing the badge that shows you are a certified professional. Instructor: 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 the editor of the Auto Glass Journal and blogs for Technically Speaking on glassBYTEs.com. He is the volunteer chair of the AGSC Standards Committee and serves as a judge for the Auto Glass Technician Competition at Auto Glass Week.
7:00 a.m. – 10:00 a.m.
NWRA Certifi ed Auto Glass
Repair Technician Training
The National Windshield Repair Association (NWRA) will hold technician training, which is open to everyone registered to attend Auto Glass Week, including those attending the trade show only. The exam will be held from 2:00 p.m. – 3:30 p.m. the same day. Those taking the training may take it the same day or receive a coupon to take it online within 30 days.
Instructor: NWRA board members Korey Gobin and Aric Haarala will serve as the instructors of the course. The training is free to both NWRA members and Auto Glass Week™ participants.
7:45 a.m. – 9:00 a.m.
Being the World’s Best CSR and
Second Annual CSR Competition
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 customer 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 second annual Auto Glass Customer Service Representative (CSR) Competition Finals to be held at this time. 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 makes the best.
Moderator: Holly Biller, AGRR magazine.
Judges: Nancy Friedman, The Telephone Doctor; Joel Timmons, Profi table Glass Solutions and Carl Tompkins of Sika Corporation.
9:00 a.m. – 9:15 a.m.
9:15 a.m. – 10:00 a.m.
A Continuing Evolution of Glass Pricing
As vehicle complexity is increasing, so too is the complexity of glass, forcing a need for an evolution of pricing in order to keep up with the increasing expectation of proper and safe repairs. Be a part of this informative session as John Gilmartin, Senior Vice President of Service, Operations, and Global Markets at Mitchell International, walks through what can be expected in regard to NAGS as the year draws to a close, and what the future holds.
Speaker: John Gilmartin is the senior vice president for service, operations and global markets at Mitchell International.
Hall 4: Where All The Action Is
The exhibition hall will be in Hall 4 of the Henry B. Gonzalez Convention Center and will be buzzing with activity as sponsors show off new products and services, in addition to a variety of demonstrations.
Calibration System Demonstrations – Thursday, September 27
3:30 p.m. Autel Demonstration
4:00 p.m. asTech Demonstration
5:30 p.m. Opti-Aim Demonstration
The complete list of demonstration times can be found at autoglassweek.com.
AGW Morning Coffee With…
Thursday, Sept 27
7:00 a.m. – 7:30 a.m.
Friday, Sept. 28
7:30 a.m. – 8:30 a.m.
Saturday, Sept. 29
7:00 a.m. – 7:45 a.m.
Inaugural Auto Glass Calibration Competition
2018 is the kick-off year for a new competition, the Auto Glass Technician Calibration Competition sponsored by Opti-Aim. Registration ended July 16 to ensure there is time for preliminary rounds in the month of August. Based on the initial preliminary rounds, four finalists will be invited to compete in the fi nals round of a static calibration from start to finish, Friday and Saturday, at Auto Glass Week™ 2018. All finalists will receive a free full registration to Auto Glass Week. The gold medalist and grand champion will be announced at the Closing Award Party on Saturday, September 29, and will receive a prize of $5,000 and bragging rights as the “World’s Best Auto Glass Calibration Technician.”
Friday, September 28
11:00 a.m. – 12:30 a.m.
Auto Glass Technician Calibration Finals(Heat 1)
New for 2018, two of the four finalists will compete and demonstrate how a proper static calibration should be accomplished. This will be located in Hall 4 for viewing.
Saturday, September 29
10:00 a.m. – 11:30 a.m.
Auto Glass Technician Calibration Competition (Heat 2)
The last two finalists of this new competition will compete and demonstrate how a proper static calibration should be accomplished. This will be
located in Hall 4 for viewing.