importantly, we have a small showroom. This was something we didn’t have before. We wanted to utilize glass throughout our office, waiting area and showroom. The work surface and walls of our new work stations are all glass. We added glass doors to each work station to help separate the customers from the employees. We also purchased new computers and monitors for our ISR and Dispatcher. Both have two monitors on their desks allowing them to work faster and more efficiently. While we have more improvements planned for our office and shop, the improvements that have been made to date have been remarkable. We are constantly hearing from our customers about how much they love the changes we’ve made.
most important element in any relationship. It is the foundation everything else is built on. We trust Ben implicitly. He always has our best interest in mind. We are hungry and eager to grow, and Ben sees that. If I were an FC, I would spend my time and energy with those that are engaged, willing to listen and follow through. Our relationship with Ben is more than a franchisee and FC. We have become great friends. Having said all of that, the truth is, Brenda’s raspberry bars were probably the single biggest factor. MARK: Tell me about your staff – howmany Specialists, ISRs, etc. are on your team? RUSSELL: We have a great team. The team that came with the purchase had over 100 years of combined experience in the glass business. Richard French , Tommy Barnes and Denise Collins are still with us. These three have worked at Glass Doctor in Tulsa for a combined 37 years. They know what they are doing. This made it easier for two people that had zero glass experience to take the plunge. Currently, we have two people in the office. They both have clearly defined roles; however, because we are a small shop, both team members can perform any task
in the office. Denise Collin’s primary role is that of ISR while Julio Vega is pinch hitting in the Dispatch role. I can tell you these two do far more than just ISR and Dispatch. We currently have five specialists. Jarrett Knight works on Auto exclusively. Jarrett is a young, talented guy. Richard “Gere” French can do it all and frequently does. We gave him the “Gere” nickname because of his silver hair. He’s our MVP! We have a degree of flexibility you won’t find in all shops because of his vast skill set. Lastly, we have Tommy Barnes , Robby Walker and Hunter Capers who work on flat only. Tommy has a vast knowledge of the flat glass business having worked in the
"WE ARE CONSTANTLY HEARING FROM OUR CUSTOMERS ABOUT HOW MUCH THEY LOVE
THE CHANGES WE'VE MADE."
industry for many, many years. Robby is a new hire and came to us from one of our flat glass suppliers. He is our “go-to” guy when it comes to shop fabrication. Hunter is also a new hire and is helping lead the charge on light commercial. Commercial work is his specialty. We plan to add an OSR position to our team in the very near future. MARK: Ben mentioned Julio Vega is a key member of your team. What does he do? RUSSELL: Julio is definitely a key member of our team. Aside from the fact I would have to think about it for a while, I think it would be quicker to list what Julio doesn’t do for us. We are truly blessed to have Julio on our team. He has done virtually
MARK: Speaking of Ben – he mentioned that the two of you have this great relationship and speak often. For those reading this, how did you create such a strong bond with your FC? I know this can be very important. RUSSELL: We clicked with Ben from the get-go. We saw in Ben somebody who was very knowledgeable regarding the Glass Doctor business and someone who cared deeply about our success. I think he saw in us two new owners who were very motivated to learn and willing to listen. I think trust is the
16 REFLECTIONS® | EDITION 1 2017
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