Going the Extra Mile
It’s more than agility – it's meeting and exceeding customer expectations
If we can help, we should – even if it requires extra effort on our part. To go the extra mile isn’t just a line in our customer charter; it’s embedded into how we operate at Ecoglass.
That commitment came into sharp focus when one of our customers faced an urgent, last-minute challenge. Meeting their needs required adjustments to manufacturing timelines, delivery routes and, crucially, an open and consistent flow of communication. This was led by Anna Mendham, Customer Service Manager, who coordinated teams across the business to find the best possible solution.
The Challenge
The customer operates with regular, scheduled deliveries after 2pm to accommodate a lunchtime closure. As with all deliveries, routes were planned and confirmed the day before, with instructions issued to the driver in advance.
When an urgent order required immediate turnaround, Anna worked with Operations Manager James Bishop to push the unit through manufacturing and secure next-day delivery, ensuring the customer had what they needed within an already tight timeframe.
Early the following morning, however, the situation changed. The customer received a call from their own client advising that the job needed to be fitted that morning or payment would be withheld. They contacted Anna to ask whether anything further could be done to help.
The Response
At this point, it became a question of flexibility, communication and collaboration.
Anna worked closely with the Despatch and Transport Manager Simon Gilchrist to reassess the delivery schedule. Together, they amended routes, rerouted the driver and adjusted timings to accommodate an earlier delivery. The final consideration was whether the customer would be willing to accept delivery during their usual lunch closure, between 1.00 and 2.00pm.
With agreement from all parties, Anna ensured everyone remained fully informed. She personally contacted every other customer on the same delivery route to reorganise delivery times and confirm they were happy with the changes. She also updated the driver with the revised schedule and stayed in regular contact throughout the day.
At the same time, Anna kept the customer fully informed, tracking the vehicle and providing updates so they knew exactly where the driver was and when to expect arrival.
The Outcome
The delivery arrived just after 1.00 pm. Because of the clear communication throughout the day, the customer was able to meet the driver on arrival, unload the units immediately and fit them straight away.
By being flexible and willing to adapt our original plans, the customer was able to complete the job that same day and secure their payment. The following day, they emailed to say that we had “saved the day” and thanked us for going above and beyond to help.
Why it Matters
This wasn’t about bending rules for one customer. It was about creating a robust alternative plan that worked for everyone. We adjusted routes, communicated openly, and ensured all customers remained informed and satisfied, without compromising service levels elsewhere.
It’s a clear example of how open communication, transparency and early intervention allow us to meet and exceed customer expectations.
At Ecoglass, agility isn’t reactive. It’s deliberate. And it’s engineered by people who care enough to see every challenge through to the best possible outcome.