auto remove+refit
description
At North Glass, we provide professional vehicle glass remove and refit services for all types of vehicles. Whether glass needs to be removed to allow for rust repairs, panel repairs, vehicle restoration, paintwork, or other maintenance, our technicians carefully remove and reinstall the existing glass using industry-approved techniques and premium materials. We take care to protect the glass and surrounding vehicle components throughout the process, ensuring a secure, watertight fit when refitted.
capture the lead
Before creating a replacement job, "create a new customer" or confirm the details of an "existing customer":
(a remove and refit is more commonly a referral from a panel beater)✓ Customer name✓ Property address✓ Email address
✓ Phone number
Purpose: The information gathered during the initial phone call is to determine the following:1. To identify the correct vehicle requiring a glass remove and refit service.2. To confirm which piece of vehicle glass is to be removed and refitted.3. To confirm the owners details.
4. To confirm the insurance details (if applicable).
Using the "Auto Glass Remove and Refit" job template, always work through the following checklist before booking in with a glazier.
1. Obtain the vehicle registration (Rego) number.
Why we ask: The registration allows us to identify the vehicle's make and model and helps us source the correct replacement part.
2. Confirm which piece of glass requires removal and refitted Front windscreen Rear screen Fixed body glass – passenger's side or driver's side Other (specify) Why we ask: Identifying the correct glass allows us to allocate the appropriate time, materials, and technician for the job.
3. Confirm the customer's details. Obtain the following:Owner's nameContact phone numberEmail address
Why we ask: This ensures the booking is recorded correctly and allows us to contact the customer regarding scheduling, insurance details, updates (glass is to break on removal), or any additional information required. Before ending the call, confirm:✓ Customer name✓ Phone number✓ Email address✓ Vehicle registration, make and model ✓ Identified the part that requires our attention ✓ Schedule the booking (Always book the customer in) Once you have gathered all of the required information, explain the next steps to the customer: - Disclaimer: While working with their glass, all care will be taken but we will take no responsibility for any glass breakage or damage as a result of glass breakage. Due to the fragile nature of glass we simply can't guarantee the removal. Replacement glass will be at their expense. - If the glass was to break ask if they have insurance and they may need to lodge a claim. (Advise the customer to not mention anything about rust or removal as the insurer may decline their claim). - Confirm their removal booking date and time, let them know you will email them the booking confirmation using the "Auto booking confirmation - Body Glass" email template. Update the date/time accordingly. - If they have no insurance we will have to do a quote and take a deposit payment before we can schedule the reinstallation.
Using the "Auto Glass Remove and Refit" job template, always work through the following checklist before booking in with a glazier.
1. Obtain the vehicle registration (Rego) number.
Why we ask: The registration allows us to identify the vehicle's make and model and helps us source the correct replacement part.
2. Confirm which piece of glass requires removal and refitted Front windscreen Rear screen Fixed body glass – passenger's side or driver's side Other (specify) Why we ask: Identifying the correct glass allows us to allocate the appropriate time, materials, and technician for the job.
3. Confirm the customer's details. Obtain the following:Owner's nameContact phone numberEmail address
Why we ask: This ensures the booking is recorded correctly and allows us to contact the customer regarding scheduling, insurance details, updates (glass is to break on removal), or any additional information required. Before ending the call, confirm:✓ Customer name✓ Phone number✓ Email address✓ Vehicle registration, make and model ✓ Identified the part that requires our attention ✓ Schedule the booking (Always book the customer in) Once you have gathered all of the required information, explain the next steps to the customer: - Disclaimer: While working with their glass, all care will be taken but we will take no responsibility for any glass breakage or damage as a result of glass breakage. Due to the fragile nature of glass we simply can't guarantee the removal. Replacement glass will be at their expense. - If the glass was to break ask if they have insurance and they may need to lodge a claim. (Advise the customer to not mention anything about rust or removal as the insurer may decline their claim). - Confirm their removal booking date and time, let them know you will email them the booking confirmation using the "Auto booking confirmation - Body Glass" email template. Update the date/time accordingly. - If they have no insurance we will have to do a quote and take a deposit payment before we can schedule the reinstallation.
quote description
Using the "Auto Glass Remove and Refit" quotation template. This information needs to be entered correctly based on the information the customer provided, the items highlighted need to be updated accordingly:
To remove and refit the front windscreen on a (enter the make and model here)
Registration: (enter the rego here)
Notes:There is no guarantee the existing windscreen will come out without breaking. A replacement will be provided at the customers expense.A panel beater may be required to carry out rust repairs if required, this is to be at the cost of the customer.
Registration: (enter the rego here)
Notes:There is no guarantee the existing windscreen will come out without breaking. A replacement will be provided at the customers expense.A panel beater may be required to carry out rust repairs if required, this is to be at the cost of the customer.
quote item Template
Building the quote materials
WSR+FitU - Windscreen remove and refit for windscreens using urethane
WSR+FitR - Windscreen remove and refit for windscreens that have been rubber fitted
WSR+FitB - Body glass replacement (this includes cargo glass, door glass, sliding door glass etc)ADAS - this is for newer vehicles that have ADAS equipped
Tip: If an item is not required for the job, remove the line item. Only include the options that apply to the customer's job.
Tip: If an item is not required for the job, remove the line item. Only include the options that apply to the customer's job.
identifying the replacement part - NAGS
To correctly identify the replacement windscreen required for the customer's vehicle before ordering or booking the job, you will need to:
Step 1: Search the vehicle registration in CarJam. Confirm the vehicle details, including:Make and ModelYear (if available)Body type
Step 2: Using the vehicle information from CarJam, search NAGS for the available windscreen options. Determine whether there is:
A single/multiple windscreen options
Does the vehicle have any technology
Step 3: Ask the customer whether their current windscreen has any of the following features (if known or if applicable):
ADAS Camera - Also known as lane assist (sometimes looks like a trapezium cutout behind the rear vision mirror)
Rain Sensor - Ask, do your wipers come on automatically when it starts raining?
Antenna - Can you see very fine lines or wires running through the edge of the windscreen?
Heated Wiper Release - Ask if they can see an orange strip or element at the bottom of the windscreen where the wipers rest?
Heated Screen - Very hard to seebut can they see very fine lines or a slight shimmer across the windscreen when sunlight hits it? (may need to sight vehicle)
Acoustic Glass - "ACOUSTIC”, “A”, or “Sound Screen” will be located in safety stamp (varies by manufacturer)
Solar Glass - "SOLAR" will be located in safety stap (screen can have a yellow or purple tinge)
Heads-Up Display - Ask, do you see your speed or oometer showing up on the windscreen while you drive?
Step 4: If multiple windscreen options are listed in NAGS, explain to the customer that additional information is required to identify the correct glass.
If you can't identify the screen over the phone, ask if they can either:- Bring the vehicle in for identification; or- Complete and return a Windscreen ID Form using the "Auto Windscreen Identification Email" email template; or
- Send us some clear photos of the windscreen from outside the vehicle, using the "Auto Windscreen Photo Request" email template
Do not order the windscreen until the correct option has been confirmed. Step 5: If only one windscreen option is listed, advise the customer that we know which windscreen is required. Proceed to book the vehicle in. Notes- Always confirm any windscreen technology before ordering, even if only one option is displayed.- If there is any uncertainty about the correct windscreen, request additional information before placing the order.- Correct identification at this stage helps avoid incorrect orders, delays, and additional costs.
Do not order the windscreen until the correct option has been confirmed. Step 5: If only one windscreen option is listed, advise the customer that we know which windscreen is required. Proceed to book the vehicle in. Notes- Always confirm any windscreen technology before ordering, even if only one option is displayed.- If there is any uncertainty about the correct windscreen, request additional information before placing the order.- Correct identification at this stage helps avoid incorrect orders, delays, and additional costs.
identifying the windscreen - GEnuine
Use this information only if the vehicle is less than 2 years old.If the vehicle is new, it is highly likely to have a genuine (OEM) windscreen. In these cases, insurers are generally willing to approve a genuine replacement. We will need to source the genuine windscreen and request a POA (Price or Availability) before proceeding. We will also need approval before we can order in a windscreen (costly to return an item this size).
Contact the following Genuine suppliers for these vehicle makes and models (do a quick google search for contact number): Toyota Albany: Toyota (20th payable) Pacific Motor Group Whangarei: Ford, Kia, Mazda, Mitsubishi, Nissan, Subaru, Suzuki (charged to capricorn) Tristram Northland: Isuzu, Hyundai, Chery, Nissan, JAC, Honda (pay on invoice) Keith Andrews Northland: BYD For second hand parts: Parts connection (charged to capricorn) Second hand parts specialist for the make and model (google search required) Warkworth Wreckers (20th payable) You will need to have this information ready:- Rego - Make and Model- Year
Important notes: - You need our buy (trade) price, the RRP, freight charge and if it is in stock for dispatch - Request if they can email us a formal quote and to put the rego in the subject line (easier for us to reply to when ordering) - Attach in job notes - If not already applied, ask if a trade discount is applied as we are an installer - Ask if they are Capricorn (Auto shareholder) - provide our capricorn trade account number: 289052
Notes:- Replace the job/quote description "aftermarket" with "genuine"- Add a "misc" item line in the quote and you must provide the OEM windscreen code. The sell price is calculated using the RRP price plus 10%- Add the freight charge, cost plus $45. Minimum sell price is $95 even if freight is free (oversized item) - Windscreens need to be checked as soon as they come off the truck - do not sign for it if it is broken/faulty (screens can break in transit) - the supplier will need to dispatch another screen as soon as possible at their expense.
Contact the following Genuine suppliers for these vehicle makes and models (do a quick google search for contact number): Toyota Albany: Toyota (20th payable) Pacific Motor Group Whangarei: Ford, Kia, Mazda, Mitsubishi, Nissan, Subaru, Suzuki (charged to capricorn) Tristram Northland: Isuzu, Hyundai, Chery, Nissan, JAC, Honda (pay on invoice) Keith Andrews Northland: BYD For second hand parts: Parts connection (charged to capricorn) Second hand parts specialist for the make and model (google search required) Warkworth Wreckers (20th payable) You will need to have this information ready:- Rego - Make and Model- Year
Important notes: - You need our buy (trade) price, the RRP, freight charge and if it is in stock for dispatch - Request if they can email us a formal quote and to put the rego in the subject line (easier for us to reply to when ordering) - Attach in job notes - If not already applied, ask if a trade discount is applied as we are an installer - Ask if they are Capricorn (Auto shareholder) - provide our capricorn trade account number: 289052
Notes:- Replace the job/quote description "aftermarket" with "genuine"- Add a "misc" item line in the quote and you must provide the OEM windscreen code. The sell price is calculated using the RRP price plus 10%- Add the freight charge, cost plus $45. Minimum sell price is $95 even if freight is free (oversized item) - Windscreens need to be checked as soon as they come off the truck - do not sign for it if it is broken/faulty (screens can break in transit) - the supplier will need to dispatch another screen as soon as possible at their expense.
Customer has Insurance
The customer may need to lodge a claim. Let them know you will send them an email requesting the policy/claim number using the "Auto Windscreen Insurance Details Req - Steering" email template. Let them know that they can reply to this email with the details. Change the job status to "Insurance Details".
If the customer has already lodged a claim or we have their policy details on file we can proceed with preparing a quote for their insurance provider. Email the insurer the quote and change the job status to "To Be Ordered".
Note: The quote wil need to be approved before we carry out the installation.
Insurance Quote descrption
Using the "Auto Glass Windscreen" or the "Auto Glass Windscreen ADAS" quotation template. This information needs to be entered correctly based on the information the customer provided, the items highlighted need to be updated accordingly:
To supply and install a new aftermarket front windscreen on a (enter the make and model here)
Technology on windscreen - ADAS camera, Rain sensor, Acoustic glass, Solar glass, Antenna, Heated wiper release, Heated screen (select if applicable)
Registration: (enter the rego here)
Owners Details: (enter the owners name here)
Insurance Details: (enter either the policy number or claim number here)
Date of damage: (enter the date of loss here)
Includes in house ADAS camera calibration (if applicable)
Confidentiality Notice:This quotation has been prepared specifically for the named recipient and their insurer for the purpose of assessing and completing the described works. It is not intended for distribution to other repairers or third parties without the prior written consent of North Glass Ltd.
Technology on windscreen - ADAS camera, Rain sensor, Acoustic glass, Solar glass, Antenna, Heated wiper release, Heated screen (select if applicable)
Registration: (enter the rego here)
Owners Details: (enter the owners name here)
Insurance Details: (enter either the policy number or claim number here)
Date of damage: (enter the date of loss here)
Includes in house ADAS camera calibration (if applicable)
Confidentiality Notice:This quotation has been prepared specifically for the named recipient and their insurer for the purpose of assessing and completing the described works. It is not intended for distribution to other repairers or third parties without the prior written consent of North Glass Ltd.
Insurance quote item Template
Building the quote materials
W-SCREEN - Enter the identified windscreen code from NAGS here
M-DING - Enter the applicable moulding code from NAGS here or use a generic moulding OZM/TP756
GEL PAD - Enter the applicable gel pad code here Windscreen Installation Kit - this can be standard or with technology
ADAS - If the screen has lane assist we need to calibrate - add this if applicable
GDF - Glass disposal fee for all windscreen replacements
Freight - Freight is charged for each windscreen delivery
Tip: If an item is not required for the job, remove the line item. Only include the options that apply to the job.
Once the quote has been prepared, review each line item to ensure all calculations are accurate.
You need to check that the document theme has "Detailed info" selected as insurance needs a breakdown on every item quoted.
Approve the quote and email this to the insurance provider using the "Quote Auto" email template. You must put the claim number or the policy number in the subject line. Change the tradify job status to "To Be Ordered".
Note: We do not invoice insurer until after the installation.
Customer has no insurance
If the customer doesn't have glass cover with insurance, you must prepare a quote using the "(Cash Sale) Auto Windscreen Replacement" quote template. This information needs to be entered correctly based on the information the customer provided.
Cash sales Quote description
Using the "(Cash Sale) Auto Windscreen Replacement" or the "(Cash Sale) Auto Windscreen Replacement ADAS" quotation template. This information needs to be entered correctly based on the information the customer provided, the items highlighted need to be updated accordingly:
To supply and install a new aftermarket front windscreen on a (enter the make and model here)
Technology on windscreen - ADAS camera, Rain sensor, Acoustic glass, Solar glass, Antenna, Heated wiper release, Heated screen (select if applicable)
Registration: (enter the rego here) Notes: Quote subject to verification of parts required. Whilst all attempts are made to correctly identify vehicle glass, North Glass Ltd accepts no responsibility in the event of incorrect glass being quoted where the vehicle has not been visually identified by one of our team members. Quoted for works to be carried out at our workshop located at 2/194 Molesworth Dr, Mangawhai Heads. North Glass are proud members of the New Zealand Auto Glass Association and we stand behind our work with a lifetime workmanship guarantee. For added confidence, check out our Google reviews, with over 200 five-star ratings. Payment Terms: 50% initial invoice due upon quote acceptance. Remaining amount invoiced upon completion.
To supply and install a new aftermarket front windscreen on a (enter the make and model here)
Technology on windscreen - ADAS camera, Rain sensor, Acoustic glass, Solar glass, Antenna, Heated wiper release, Heated screen (select if applicable)
Registration: (enter the rego here) Notes: Quote subject to verification of parts required. Whilst all attempts are made to correctly identify vehicle glass, North Glass Ltd accepts no responsibility in the event of incorrect glass being quoted where the vehicle has not been visually identified by one of our team members. Quoted for works to be carried out at our workshop located at 2/194 Molesworth Dr, Mangawhai Heads. North Glass are proud members of the New Zealand Auto Glass Association and we stand behind our work with a lifetime workmanship guarantee. For added confidence, check out our Google reviews, with over 200 five-star ratings. Payment Terms: 50% initial invoice due upon quote acceptance. Remaining amount invoiced upon completion.
cash sales Quote Item Template
Building the quote materials
W-SCREEN - Enter the identified windscreen code from NAGS here, we must put in the actual cost and apply a discount so the net profit = around the $250 mark.M-DING - Enter the applicable moulding code from NAGS hereGEL PAD - Enter the applicable gel pad code here Windscreen Installation Kit - this can be standard, european, with technology or a truck installADAS - If the screen has lane assist we need to calibrate - add this if applicableGDF - Glass disposal fee for all windscreen replacementsFreight - No freight charged unless we are charged freight
W-SCREEN - Enter the identified windscreen code from NAGS here, we must put in the actual cost and apply a discount so the net profit = around the $250 mark.M-DING - Enter the applicable moulding code from NAGS hereGEL PAD - Enter the applicable gel pad code here Windscreen Installation Kit - this can be standard, european, with technology or a truck installADAS - If the screen has lane assist we need to calibrate - add this if applicableGDF - Glass disposal fee for all windscreen replacementsFreight - No freight charged unless we are charged freight
Once the quote has been prepared, review each line item to ensure all calculations are accurate. Please check that the total net profit = +/- $250 mark.
Approve the quote and email this to the insurance provider using the "Quote with 50% Deposit" email template. Change the tradify job status to "Quoted". Note: The quote wil need to be accepted before we carry out any works.
Approve the quote and email this to the insurance provider using the "Quote with 50% Deposit" email template. Change the tradify job status to "Quoted". Note: The quote wil need to be accepted before we carry out any works.
Quote accepted
If the customer has insurance and the quote has been accepted by their insurer, proceed to order the glass in. Change the job status to "waiting on parts".
If the customer has no insurance, a 50% deposit invoice is issued and emailed to the customer using the "Deposit Invoice" email template. Please check you have coded the line item on the invoice to the right account code (41000 - Auto glass (41000) otherwise this defaults to account code: 42000 - Materials (42000). Change tradify job status to "Awaiting deposit".
Upon receipt of payment, materials are ordered. Notify the customer using the "Deposit Received - Order will now be placed" email template. This informs the customer that we have received their payment and can now place the order with our supplier. Proceed to order the glass in. Change the job status to "waiting on parts".
Upon receipt of payment, materials are ordered. Notify the customer using the "Deposit Received - Order will now be placed" email template. This informs the customer that we have received their payment and can now place the order with our supplier. Proceed to order the glass in. Change the job status to "waiting on parts".
order / Receipt materials
How to order a glass panel from NAGS:
Open NAGS.Search for the required glass panel using the part number identified during the initial phone call.Verify that the correct glass panel has been selected.Add the glass panel to the order. Save order or checkout.In the order reference field (x2), enter the job number. This is essential, as it allows the glass panel to be correctly allocated to the job when it is delivered. Preset address to the work shops address. Write van in the comments.Review the order details and submit the order now. Note: Please manually write the screen you have ordered and additional mouldings/gel pads on the "windscreen tracking sheet". This helps our glazier to allocate screen on delivery.
Open NAGS.Search for the required glass panel using the part number identified during the initial phone call.Verify that the correct glass panel has been selected.Add the glass panel to the order. Save order or checkout.In the order reference field (x2), enter the job number. This is essential, as it allows the glass panel to be correctly allocated to the job when it is delivered. Preset address to the work shops address. Write van in the comments.Review the order details and submit the order now. Note: Please manually write the screen you have ordered and additional mouldings/gel pads on the "windscreen tracking sheet". This helps our glazier to allocate screen on delivery.
If you need to order a genuine windscreen, open the quote and select the line item to order and select "Copy to Purchase Order." Enter the supplier for the screen you want to order eg. Toyota Albany. You do not need to email the supplier our PO as we can reply to their email that the quote was emailed to. Let them know we would like to order the part in ASAP and ask if they can provide an ETA. This is crucial for scheduling. Allow 2 more days to the ETA to be safe. Change the job status to "waiting on parts."
When the glass arrives, a glazier must check the panel is fit for purpose. Receipt that they have arrived by logging in to each job and change the job status to "scheduled".
If the screen broke in transit, you must order another screen. NAGS will email us a credit note when the delivery truck returns to his depot.
schedule installation
Call the customer and schedule a suitable time for the installation. Change the job status to "Scheduled." Email the customer the booking confirmation using the "Auto Windscreen booking confirmation - STD Screen" or "Auto Windscreen booking confirmation - ADAS" email template. Update the date accordingly.
Our installation team completes the work as scheduled, ensuring all glazing is installed to the required standard. Post installation the glazier will upload photos of the completed job in the notes. He then changes the job status to "To Invoice."
Our installation team completes the work as scheduled, ensuring all glazing is installed to the required standard. Post installation the glazier will upload photos of the completed job in the notes. He then changes the job status to "To Invoice."
Calibration required
If the vehicle is equipped with ADAS, the glazier will perform the required calibration after the glass has been fitted. This process can take up to one hour. Once the calibration is complete, the glazier will email the calibration report. Ensure the report is included with the invoice, particularly for insurance claims, and save a copy of the report in the job notes.
invoice
Customer with insurance:
Copy the quote to an invoice after the installation has been completed. Email the invoice to the insurer using the "Invoice" template. You must put the claim number or the policy number in the subject line.
Customer with no insurance:
On completion of the replacement, create an invoice for the remaining amount from the quote. Please check you have coded the line item on the invoice to the right account code (41000 - Auto glass (41000) otherwise this defaults to account code: 42000 - Materials (42000). Final payment is required before we hand over the keys.
Note: Customers without insurance may pay using the eftpos machine or cash. Add the payment on the invoice and hit the save and continue button.
Change the job status to "Post invoice Email".
after sales care
Our sales aftercare process consists of a simple follow-up email requesting a customer review. Please send an email using the standard "Review Email" or "Review Email - Giveaway" email template during promotional times. This allows us to gather valuable feedback, measure customer satisfaction, and build trust with future customers, while keeping post-sale communication minimal and non-intrusive. Change the job status to "Completed."
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