Shatterproof: Fortifying Your Shop Before Cracks Appear

by Chasidy Rae Sisk

Claim counts are down. Bays are quieter. And if the past few years have taught the collision industry anything, it’s this: the next disruption rarely looks like the last one. Diversification isn’t a move of desperation; it’s protection.

It’s how shops reinforce their operations before the next crack forms. For many forward-thinking business owners, that means bringing strategic operations like glasswork in-house – tightening control over quality and cycle time and building new revenue streams that make their businesses not just busy, but shatterproof.

“Claim counts are down across the country, and with many shops struggling to fill their bays, we need to think outside the box and embrace ways to diversify our operations,” ABAT President Burl Richards. “Rather than rolling over and accepting this downturn, we need to be seeking opportunities, adapting the way we think and implementing new ideas in our business models.”

So, what are some operations that shops might want to consider bringing in-house? Well, it really depends on the specific business model and what type of work is already being done. Richards recommends that shops begin by examining recent repair orders to identify operations that they should consider bringing in-house. “Take a look at your ROs to be certain that you are currently subletting enough of that work to make it worthwhile. No one wants to make an investment with no ROI!”

Mike Anderson (Collision Advice) has been encouraging clients and 20 Group members “to bring all their glasswork in-house and not to sublet it out.” He offers several reasons that it’s worth considering: “First, there’s more profit in the labor when you bring glasswork in-house than when you sublet it out. Secondly, bringing it in-house allows shops to ensure that the glasswork is done properly – something I don’t feel a lot of sublet providers are doing. Assuming you’re trained properly, bringing it in-house can minimize your liability and better ensure a safe and proper procedure. Additionally, it could be a solid revenue source for you and improve your cycle time.”

Eric McKenzie (Park Place Dealerships; Dallas/Fort Worth) confirms that this has been his experience. “Profitability is MUCH better keeping the repair in-house versus subletting it, and there is little to no down time.”

That lack of downtime was a huge factor in Park Place’s decision to bring glasswork in-house over a decade ago. “Our vendor had become unreliable, but fortunately, around the same time, Mercedes-Benz launched a glass class that we sent a couple of our body technicians to. Upon their return from that class, they were so much more confident in doing their own glass work that we moved away from subletting it at all. More recently, Toyota/Lexus has added a glass class that we have also sent technicians to.”

Initially, only a few of McKenzie’s technicians had attended glass training, so they were the primary glass technicians, but with expanded training opportunities available, most of his techs have received the training. “Once a technician attends either class, they come back confident in doing their own glass going forward. Everyone who has attended one of these courses would emphatically choose to do their own glass work rather than have someone else do it for them.”

Helfman Collision (Houston) brought glass work in-house several years ago, according to Collision Center Director Greg Luther. “We wanted more control over the quality and timing of the work,” he explains. “We have done business with different glass companies over the years which all had their own challenges. These challenges include scheduling their work at our shop based off of other shops they were working with and dealing with damage caused by the glass installer due to inexperience or rushing due to workload.”

After sending one technician with prior glass experience for training, Helfman Collision immediately recognized the benefits and slowly added others as workload permitted. Now, three technicians perform the glass replacement and R&I at the shop with another technician doing rock chip repair.

Chad Kiffe (Berli’s Body and Fine Finishes; Pflugerville) reports a similar experience after bringing glasswork in-house three years ago after “our glass vendor moved out of state during the height of the busy time body shops experienced post-COVID. We were unable to find another glass vendor to service our shop and our high-end vehicles, and since we had been contemplating bringing glasswork in-house for years, this motivated us to move forward. Fortunately, our glass vendor provided some pointers on tools and procedures before relocating, and now, each technician doing the repair work also does their own glass.”

The results proved Kiffe’s instincts were correct. “It was the best move we’ve made in a long time,” he shares. “No longer do we have to coordinate for the glass vendor to arrive before we start taking vehicles apart or putting them back together. The amount of scratched panels requiring additional paint has diminished. Communication for additional needed parts is much better too.”

Of course, bringing glasswork in-house isn’t for everybody. Larry Cernosek (Deer Park Paint & Body; Pasadena) continues to sublet the work because, after 50 years in business, he just doesn’t want to invest the time in training or equipment. “Replacing windshields used to be a simple procedure, but new technology embedded in the glass makes them very complicated these days,” he laments. “I trust my sublet vendor to handle this side of the repairs; they do this all day, every day, so they know all the ins and outs.”

Recognizing one’s threshold for additional training and tool/equipment investments is definitely an important step to determining whether or not a shop should bring glasswork in-house. “Just like with every other procedure in collision repair, the success of in-house glasswork will come down to training,” Anderson stresses, noting that several OEMs offer training. But there’s always a lot of knowledge to gain from turning to a trainer that specializes in glasswork. “I have several clients who have sent their technicians to Kaizen Glass Solutions for training, and they rave about it.”

Based in Texas, Kaizen Glass Solutions focuses primarily on auto glass training, helping shops bring glasswork in-house or expand their service offerings. The company was founded in 2023, when Shauna Davis, an auto glass industry veteran of 22 years at the time, recognized a shift that represented a return to earlier days, and she saw a need to “bridge the gap between auto glass and collision.”

It’s not surprising that many shops want to bring this work back in-house since handling glass work was the norm years ago. “Before I started in the industry, most body shops handled their own glass work,” Davis notes. “Windshields were simpler – gasket-set installs, metal trim, basic procedures and very few specialty tools required. That began to change around the implementation of FMVSS 212 and especially when urethane adhesives became the new standard (between the 1980s and ‘90s). With that shift came updated procedures: glass work now required (and still does) clean work environments, primers, cure times and real liability concerns. Glass was no longer just ‘pop-in and ready to go.’ As complexity and risk increased, many shops decided the glass portion wasn’t worth the headache. That’s when we began to see larger standalone auto-glass companies emerge, and subletting became the norm.”

The industry is now shifting again with the increase in ADAS features. “Today, we see so much technology in windshields and glass in general, plus there is so much liability, that anyone who works on a vehicle needs to be aware of proper replacement procedures or be educated about who they sublet the work to to make sure it’s a company that is qualified and will follow proper procedures.”

So, what types of considerations should shops keep in mind if they’re contemplating bringing glasswork in-house? “Don’t fire your glass vendor!” Davis stresses. “You’ll still need a backup plan for overflow, peak seasons and specialty or advanced repairs. The goal is to be more educated and intentional about who you’re working with.” She recommends asking current or future vendors some specific questions:

•  Are all technicians recently trained by an accredited program? How recently?

•  What certifications do they hold, and are they current?

•  Are they up-to-date on OEM procedures and state or national regulations related to glass and ADAS?

•  Do they use manufacturer-approved tooling, materials and urethane systems?

Well, if shops need to retain their glass vendor, is it even worth it to bring glasswork in-house?

Absolutely, according to Davis. “Shops can reduce cycle time, maximize technician productivity, take control of the repair process, reduce sublet expenses and create new revenue streams. The investment in training and tooling is relatively low, and the ROI is typically quick – especially since the vehicle is already in the shop.

“For shops bringing glass in-house, proper training is critical – for technicians and ideally for owners or managers as well,” she adds. “In-person, accredited training programs (like Kaizen Glass Solutions) provide hands-on experience with real-world scenarios. On the tooling side, OE-approved shops should verify what tools are required or approved for their specific programs. At Kaizen, we train on a wide variety of tools from multiple manufacturers, including different setting devices that support larger and safer installations, such as complex windshields like the Rivian EDV. We also emphasize the importance of setting up accounts with local auto glass distributors. Even if a shop only installs OE glass, distributors are a key resource for urethane, tools, accessories and support.”

Davis also recommends shops consider glass-friendly estimating and workflow software, labor time and scheduling impacts and integration with existing shop processes.

Park Place Dealerships found it incredibly easy to incorporate glasswork into their operations. “The only costs were the glass tool kit and the training,” McKenzie says. “In all our locations, we use the Spider tool by WRD, and the technicians love it. We have tried some of the other tools recommended by different manufacturers but have found the WRD tool to be the best and easiest to use.”

Luther’s facility relies on the Equalizer Raptor Deluxe Kit, which the technicians at Helfman Collision share, and each technician purchased their own individual hand tools. “The shop covers the cost of all consumables for the shop and technicians’ tools, and we set up accounts with local glass suppliers, so we cut out the middleman. We didn’t have an additional training fee since we have an I-CAR subscription. So, the cost has been minimal, but bringing glasswork in-house has increased our sales and profitability.”

“No matter what additional operations you consider bringing in-house, be sure to do your research to determine what training, tools and equipment will be needed,” Richards weighs in. “If you’re going to do something new, make sure you’re qualified to do it and that you’re doing it correctly, so you don’t run into liability issues down the road. A key aspect of doing things the right way is researching the OEM repair procedures on every single job!”

Those liability concerns are a key reason for shops to consider bringing glasswork in-house. “OEM procedures have significantly increased shop responsibility and documentation requirements – especially when ADAS calibration is involved,” Davis points out. “Quality control expectations are higher than ever, and customer satisfaction depends on tighter control of the repair process. Bringing glass in-house allows shops to better manage risk, improve consistency, reduce delays and add a profitable service line beyond traditional collision work.”

Following OEM procedures every time someone touches a car helps reduce those liabilities. “We pull factory repair procedures for all glass, and it also helps us identify required ADAS procedures we are also doing in-house,” Kiffe states.

“OE procedures are ABSOLUTELY critical to glass repairs and any other collision repair for that matter,” McKenzie emphasizes. “For instance, most OEs have now added to their procedures that anything other than an OE glass could keep the ADAS cameras from working properly. Also, not using their specified adhesives and procedures for installation could keep the glass from properly adhering, which (in the case of the windshield particularly) could affect the structural integrity of the vehicle. Obviously, glass is fragile, so having proper training and taking your time is critical to making sure there aren’t any issues.”

Helfman Collision places a large emphasis on OEM procedures. “Our position is that we always follow OEM policies and procedures,” Luther stresses. “We only install OEM glass when ADAS is involved. We are willing to use aftermarket glass for moveable glass, such as door windows, but only with written approval from the vehicle owner.”

Davis offers another word of warning about the liabilities associated with glasswork: “Proper removal, preparation and installation techniques are critical. Thanks to our urethane manufacturing partners, our students receive certification through Sika and DuPont, learning correct cure times, Safe Drive-Away Times and proper application procedures. Throughout our training, we place heavy emphasis on running a proper urethane bead – why it matters, how it affects vehicle safety and how improper application can create significant liability. Shops looking to bring glasswork in-house should make sure they are receiving training that covers all aspects of these responsibility concerns.”

But as long as a shop does its homework and invests in the training and equipment needed, glasswork can offer a whole new revenue stream and be a valuable asset to the business.

“Diversification is a great option for expanding your business, but we should always treat everything we add with the same level of professionalism and concern for our customers as we would with our current operations,” Richards offers a reminder. “Find your niche. Maybe that’s glasswork. If so, it can be a huge opportunity and a very profitable venture. But always do your homework and be sure that you’re fixing vehicles the way they should be repaired.”

“The OEM repair information is readily available; you just need to treat glasswork with the same level of professionalism and care as you would with any other procedure,” Anderson agrees. “Glass is a huge opportunity for this industry. When you look at the decline in vehicle accidents and insurance claims we’ve seen recently, it’s clear that shops need to diversify to maintain profitability. Glasswork is a great way to do it!”

Want more? Check out the March 2026 issue of Texas Automotive!