Sound Bites
SOUND BITES +VOX: Glass sector urged to prioritise people over performance in sales strategy
Every order represents far more than a transaction. It moves through multiple hands: sales, technical support, production, quality control and delivery. At Ecoglass, each of those touchpoints is shaped by its people. People who have extensive industry experience, empathy and a shared commitment to always going the extra mile. Because behind every order is a homeowner, and behind every project is a customer whose reputation matters.
This belief underpins Ecoglass’s people-first approach to sales. By prioritising trust, accountability and long-term partnership, the business delivers consistency, confidence and clarity for its customers.
Every project completed, every unit manufactured, and every conversation held is built on care, transparency and personal commitment. In a market often driven by volume and speed, Ecoglass continues to put people first.
Sales expertise built on relationships
As Key Account Manager, Craig Hopper is the conduit between customers and the factory floor. His role is not simply to manage accounts, but to ensure clarity, consistency and accountability to every relationship, ensuring customer needs are understood and delivered on with care.
“I pride myself on always going the extra mile to deliver on my promises,” says Craig. “Doing what’s right by the customer builds trust and integrity over time, and those are things you can’t shortcut.”
Since stepping into the role in 2025, Craig has continued to build long-standing, trusted partnerships grounded in open communication, reliability and follow-through. “It’s not about flash,” he adds. “It’s about honouring our customer charter and acting with integrity, every time.”
Transparency through performance reporting
One of the most tangible expressions of this philosophy is the introduction of Ecoglass’s KPI reporting programme. Implemented and overseen by Craig, the system tracks performance across production, quality and delivery, providing customers with clear, honest insight into how expectations are being met.
These reports are shared openly, including areas where performance can improve. This transparency drives accountability across the business and supports collaborative problem-solving, helping customers plan with greater confidence and certainty.
Becoming a true customer ally
Ecoglass’s sales approach extends beyond traditional account management. By embedding himself within customer teams, Craig is able to anticipate challenges, identify opportunities early and work alongside clients to develop practical, commercially sound solutions.
This has been particularly impactful in sustainability-led initiatives. Through Ecoglass’s involvement in the Saint Gobain Glass, Glass Forever programme, Craig has supported customers in implementing circular economy processes that allow waste cullet to be collected and remanufactured into new, high-performance glazing. The result is reduced landfill, improved sustainability credentials and long-term environmental benefit.
Looking ahead for 2026
As Ecoglass moves into 2026, its focus remains firmly on strengthening relationships and supporting clients with premium products, expertise-led service and transparent processes. Continued investment in people, performance reporting and proactive ways of working will underpin the company’s commitment to helping customers operate with confidence and consistency.
Because at Ecoglass, sales aren’t about transactions; they are about partnerships and supporting clients to succeed, today and long into the future.
Why This Matters: Much of the discussion in the glazing sector about manufacturing centres on increased automation. There is no doubt about its importance as the industry grapples with persistent cost pressures, including labour, energy and raw materials. Achieving economies of scale is key to running a viable, profitable business. However, we should never lose sight of the importance of customer service and the human element. Ecoglass has championed this approach, which deserves recognition and should be held up as the gold standard for operating in today’s economic climate.
