 15 Year Milestone:
Raising a Glass to Gina Lira
Q. What year did you begin working at Glasswerks. 1996
Q. How did you first learn about, and then start working for, Glasswerks? A friend of mine who worked in the Glasswerks Shipping Department at the time referred me. I was first hired to proof read the orders, and then I moved up to data entry, then from there--sales.
Q. What are your main duties as a sales associate? Customer Service--making sure customers are helped, addressing inquiries, following up on the orders. I make sure everything is on the truck and not back ordered; I enter orders as well.
One of our longest standing customers said,
"The only reason why I call is because of you."...I feel happy knowing I've taken care of them all these years.
Q. With over 20 years of experience, what is the best advice for fellow salesmen and women like yourself? Follow up on everything. I make sure I take care of all my customers today, because the next day i'll be even busier if I don't.
Q. What is one thing you wished Glasswerks customers and potential customers knew about our products/company/culture that they may not know already? Some of our customers still don't know about our new product line: Thermal Shades. And I know a lot of them would be interested in the unit. Everyone I've told so far is pleasantly surprised to hear we carry it.
Q. How many customers do you help in a day? Roughly about 30.
Q. How long have you known some of your customers? Some customers I've known for 10 years, and we talk on a daily basis. It's not all business; we ask each other, "How's you kid doing? How's your wife? Your husband?" One of our longest standing customers said recently, "The only reason why I call is because of you." Wow. I was shocked when I heard that. I feel happy knowing I've taken care of them all these years.
Q. What is it about Glasswerks that has deserved your loyal service and dedication? I enjoy what I do, I like talking to customers. Even after 15 years, I learn something new everyday--I never knew glass was so complicated! (Laughs) I love interacting with customers, building relationships, making sure our clients are pleased. I enjoy it when a client calls right after a job is finished just to report, "We installed it; looks good!"
Q. Do you ever proactively call your current customers to ask what they might be working on and if they need anything for Glasswerks at the time? What keeps your sales pipeline full? I used to do that, but beceause we have been so busy, I don't have a chance to now.
Q. What was the change that made you so busy? And how is Glasswerks managing to stay busy in such uncertain economic times? Ever since we've changed to overnight delivery, there is more and more work to do. Our policy of 24-hour overnight delivery includes the standard stuff--no grids and our customers are aware of that. Standard mirrors with beveling, we do that overnight as well. As long as you send in orders early in the morning, you'll get it the next day. It's funny, the majority of our clients know of our 24-hour delivery policy well, but until now our customers are still surprised how fast we get it done and delivered.
"Until now our customers are still surprised how fast we get it done and delivered."
Q. What's your favorite hobby/interest/pastime? Besides spending time with my kids and family--listening to music. Good music is my therapy: Indie Rock, Classic Rock-- Creedence Clearwater Revival (CCR), The Doors, Pink Floyd. Also, new artists like Muse and Kings of Leon.
You can reach Gina Lira. at ginal@glasswerks.com.
By the way, did you know we're hiring?
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Happy Labor Day! 
