Anna Mendham and Cheryl Balls

In the third heatwave of the year, we sat down on a sweltering Friday to speak with Anna Mendham and Cheryl Balls. Exchanging weekend plans and heatwave-friendly recipes, we discussed their roles, latest TV addictions and enjoying local National Trust Parks.  

Q: Thank you for taking the time to talk today, it’s SO hot! 

Cheryl: It is very hot 

Anna: Should be a good weekend as well, that’s the main thing! 

Cheryl: Very true 

Q: Tell me more about your roles. What do you usually get up to? 

Anna: I manage the customer service, so any issues, complaints, or problems that need to be solved? It all comes through to me to fix.  

Q: What types of problems are we talking? 

Anna: All of them! From delivery issues, quality or even general complaints, I'm the conduit between the customer complaints and finding solutions internally.  

Cheryl: You tend to balance the customer needs with any internal challenges. 

Anna: Yeah, if we have production delays or delivery issues, for example, I’m very aware of it from both sides! And I completely understand why customers can get frustrated, but I'm always focused on helping our customers and getting them the answers they need. Because I know that a small issue on our end could be a big one for them. 

Q: How about you, Cheryl? Tell us more about your role. 

Cheryl: I process orders for customers. The main thing in my role is making sure the order is correct, so I’m often calling customers to double-check what’s been input on the order and filling any information gaps.  

Q: It sounds like you both always need as much information as possible, whether it’s to fix a problem or input an order for customers. You’re both trying to ensure they are getting what they actually want! 

Anna: I think it comes down to good communication on both ends. The more information I have about an issue, the better solutions I can provide, because internally we do review our processes, and I actually complete customer complaint logs to recognise when things have gone wrong so that we can put in the right systems to ensure it doesn’t happen again.  

Cheryl: I agree completely. It really is about good communication. From an order processing point of view, the more information I have about an order, the better placed I am to pull the customer in the right direction and make sure we’re getting it right. 

Interviewer: Good point, if the order is wrong at the time of input, I imagine it can all go south quite quickly! 

Cherly: Exactly! 

Q: Let’s move on to life outside of Ecoglass, what do you both like to get up to? 

Anna: I’ve got two young girls, so, me Jamie and the girls spend quite a few of our weekends at National Trust Parks, we’re lucky to have some great green places nearby. North Norfolk has some amazing coastal areas as well.  

When it comes to TV, film or books, I have to admit I do love murder mysteries and true crime documentaries.  

Interviewer: I’m the same. I saw something once about women be watching crime documentaries at night to relax. 

Anna: Yeah, that’s me! 

Q: How about you, Cheryl, are you catching up on Ted Bundy’s escapades on an evening? 

Cheryl: Not quite! 

I love more light-hearted TV, and I also enjoy historical and period dramas. I recently watched a musical in the theatre called Six. It reimagines the stories of King Henry VIII’s wives. Imagine them as a modern-day girl group talking about girl power. 

Interviewer: I’m sold and will definitely be looking into it! Thank you for your time today!