In today’s world, it is easy to get lost with information. We are bombarded with it. Friends, family, the internet and social media all seems to have a definitive answer to our every question. And the glass industry is not exempt. In my 24 years in the architectural glass industry, I have worn many different hats. I have sat behind a desk, I have worked in the field, I had managed a fabrication plant and worked doing sales and consulting. And the one detail will always come up in every conversation. “why should a client invest in you”. And it is a valid question; one the client should ask. And one the glass professional should answer. You are each an investment in each other. And even if those exact words aren’t being said. They are always implied.
Some years ago I had provided an interview with USGlass Magazine, one of our industry’s largest publications. And we covered that exact topic, and more importantly, how were potential clients learning about you and your company. What tools did they use? Were they looking at reviews? Searching social media? Because the reality is that education is only as valuable as its source. With many industries being inundated with unskilled and uneducated workers, the knowledge base can prove to be a bit frighting. I am a long time fan of education. I love when a potential client asks me a barrage of questions!
The more conversation, the less surprises! And that makes everyone happier. Just like any other relationship. And with ultra custom nature of glass, there is such a great latitude for “definition” of what an end product should be, that often without conversation, a key detail could be missed. And everyone is unhappy. And that’s not what we want the Mirage brand to signify. So reflecting back to that interview circa mid-2000’s, I have compiled a list of key topics that any client should look for when making an architectural glass purchase.
Experience:
Seems like a simple concept, but every year we receive numerous calls from folks who have been left with a disaster. And I say that because improperly installed and engineered glass can be extremally dangerous. Just because someone has say installed a window, does not mean they are capable of installing a glass railing. Yet every year we correct dozens of incorrectly installed glass railings that at any moment could have resulted in tragedy. Architectural glass has many different branches, each with their own special skill-set. Not every glazier is trained for everything. (Tip: if they don’t know what a glazier is, you should immediately run!). Ask for their proverbial resume pertaining to whatever project you are looking for them to complete. If you need a glass railing, ask for photos and if possible, to visit a previous installation. If you need a shower door, ask them how long have they been doing shower doors. If they fabricate their own, ask them what methods do they use to ensure proper engineering has been considered. Because being in a shower, with water is a pretty vulnerable place to be. Be educated! Which leads me to our next item.
Read-Your-Proposal
This is almost an every day occurrence in the glass universe. You visit a jobsite, you return to your office and perform a take-off and estimate the project and present the product and proposal for scope to your client. The client calls back and says, “Are you crazy, you are $800.00 more than the last guy I had here”. And you ask, “well are you sure they are specifying the same thing?” and you are responded to with, “yes! I really loved you guys, but you are so much more money”. If I am fortunate, the client will allow me to discuss what the other company was proposing. And that’s when we see that it is not the same thing. Let me rephrase. A small margin in any direction is still considered comparable. When there is a large price difference- well it IS different. The more expensive company isn’t trying to rip anyone off, nor is the lesser priced company. But they are not specifying the same thing. Clients, when you are reviewing your proposal, read what exactly is being specified. “one frameless shower door”, is not stating what type of materials will be used, will the glass be installed with clamps or U channel? If they are clamps, are they through the glass mounted or strictly pressure fitted? Are they standard duty or heavy duty? Will there be sleeve over components? Although this may sound like a ton of jargon, these variations not only present much different designs, but much different costs. Anything custom is subjected to everyone’s individual interpretation of what that item will “be”. Be an educated consumer. Any professional will often have more than one design option avaiable for your application. Depending on your price point, design requirements, lead time needs and so on. But dont be sold on price alone. And demand a proposal that has clearly defined descriptions. And then discuss your project’s budget requirements.
Your glass professional will be proud!
Becoming a skilled glazier is not an overnight achievement. Its years of work and practical experience. Working with glass is unlike any other building material- it is not forgiving in any way at all. And can also be deadly at times. The glazier will have spent decades learning the physical properties of glass, recite the endless list of “safety lessons” they had learned and such as the case with us, recall the days of our childhood spent working beneath our parents careful guidance in our family’s shops. But a professional will be proud to share these stories. And they will be proud of the knowledge they had obtained. They will love you asking questions! They love what they do, its been a life long commitment. They want you to love what they do too.
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