Every day at O'Brien® is a unique experience. Not only do we try to delight our customers every day, but we try to do the same for our staff.
You’ll usually find Alexis, from our Glazing Solutions Team, behind the scenes talking to customers over the phone and helping to solve their glass needs. But this day, she was lucky enough to join one of our Glaziers in our Sydney team, Martin, out on the road. And it proved to be a very different job experience for the day.
So join us for an action-packed day with Martin and Alexis as they embark on a journey full of appointments and helping customers.
Starting the day right
No day starts without the 8 A.M. meeting with fellow glaziers for a team debrief and run down of the day. It’s a great chance to connect with others in the team, share the adventures ahead, and keep updated with branch news. Martin then loaded the O'Brien® truck with the tools and glass needed for the next two days ahead of appointments. Once Alexis arrived, she put on the required safety kit, and they set off.
Full Steam Ahead
Not every day starts smooth and easy in Glazing! With the first customer no longer available for the day, Martin quickly notified the office planning team leader, who helped move things around. He explained, “You’ ‘ve got to be flexible as your day won’t always go to plan.”
But the day was soon back on track, with the next customer greeting them with an offer of a coffee, which Martin politely declined, and they talked through the broken glass situation in her home. A low-lying panel of grey glass had shattered into sharp shards.
After assessing the situation, Martin quickly determined that ‘safety glass’ was the best solution for this job, which was different to what was initially quoted. However, the customer agreed after Martin explained the relevance of having the correct type of glass in high-risk areas like a bedroom. So, geared up with gloves, gauntlets and glasses, Martin got to work removing the broken shards and installing the new safety glass.
From Alexis’ call centre experience, she shares, “We have to ask lots of questions from our customers to obtain accurate information to determine the correct glass type for the window. However, our experienced glaziers always confirm details once they arrive to ensure that the most suitable glass type is used for reglazing.”
Martin adds, “People trust you when you take time to explain what we are doing and why, especially for their safety and peace of mind. I always want to do what is right for my customers, as they rely on us.”
After Martin cleaned up the area and provided the happy customer with clear instructions for not touching the glass for 24 hours (until the silicone had set), Alexis and Martin were soon on their way again.
Onto the next job
After a scheduled break to rest and recharge, Martin and Alexis were back on the road to another reglazing job for a real estate agent at a tenanted property on the other side of town.
After balancing a tricky access situation and the smell of a nearby compost bin, Martin completed the reglaze of the tenant’s window. Then, a broken glass door panel was the next task.
After assessing the situation, Martin felt a more seamless door repair solution with different glass was needed, so he contacted the real estate agent. Instead of using laminated glass, which would have made the door look a little clunky and not as aesthetically pleasing, he recommended using a thinner, toughened glass for the reglaze (which the agent agreed to proceed with). As toughened glass is made-to-measure (and would need to be ordered and another site visit booked), Martin confirmed the dimensions and then applied sticky plastic film as an interim make-safe solution for the tenant.
“At O'Brien®, we pride ourselves on being glass experts. So, if I’m at a job and can see a better way to do things, I suggest it to the customer. That way, they can decide what is best for their needs,” Martin explained. “People rely on our expertise and appreciate that we are there to help – and that’s exactly what we do.”
Reflection
As the day drew to a close, Alexis shared, “Martin was extremely professional and knowledgeable about the glazing process. It was a great experience to see how a Glazier handles the jobs that arise from the calls I take directly from customers. A full-circle experience! Knowing what happens at on-site glazing jobs helps me to deliver better service to my customers when they call.”
Then it was a quick farewell, with each parting way to head home. As Martin had pre-stocked his truck with glass for the next day’s appointments, he was ready to begin his day of glazing early!
The O'Brien Glass® team can make time in our day for you, too!
While no days are alike at O'Brien Glass®, our commitment to quality home and commercial glazing services and customer service excellence remains consistent.
We’re here to help you with your glazing needs and emergency glass replacement – no matter the situation or time of day. For more information about our services, call us on 1800 719 738 or send us a message to speak with one of our friendly team. You might even have Alexis answer your call too!
