A glass company you can count on, of course.
Steve Albert learned from an earlier tragedy—the February 2014 Columbia Mall shooting—what to do when the calls started coming in on Saturday night from Baltimore. Steve, a sales rep at his family’s glass company, S. Albert Glass Co., Beltsville, Maryland, sprang into action while at a wedding in New York City. Thankfully for the property manager and several store managers at a commercial property in the heart of Baltimore, Steve had his phone on and picked up. “We need you to come board us up!” And the need grew as the glass continued to break and the looting amped up.
“Communication is No. 1 in a crisis,” says Steve. And you have to be quick about it. This is Steve’s 5-point action plan:
- Give the customer under duress every way to contact you and also the numbers for other people in your company just in case you can’t be reached.
- Call all your suppliers right away to tell them you will be needing them to supply the “go stuff” –no quoting, no orders, no deliveries—you’ll be picking up directly.
- Put your installers on standby.
- Arrange for someone else to do your “regular” job, including calling customers to tell them you have to postpone handling non-essential jobs.
- Get to the site (once safe) to assess the damage.
With most everyone busy now, lead times are a problem. “I call as many suppliers as I can,” says Steve, emphasizing “this is not a regular job.” On Monday night, more calls came in for another property and Steve and his crew were on the site the next morning with temporary acrylic sheets to make the storefronts secure and presentable until the tempered glass replacements are fabricated and installed. “Only us glass people know it’s not glass,” notes Steve.
We know this: The Baltimore riots and the resulting property damage won’t be the last.
Nicole Harris is president and CEO of the National Glass Association|Window & Door Dealers Alliance. Contact her at firstname.lastname@example.org.
The opinions expressed here are those of the individual author and do not necessarily reflect those of the National Glass Association, Glass Magazine editors, or other glassblog contributors.