{"id":4700,"date":"2020-10-23T10:53:08","date_gmt":"2020-10-22T23:53:08","guid":{"rendered":"https:\/\/www.obrien.com.au\/?p=4700"},"modified":"2022-06-23T10:48:40","modified_gmt":"2022-06-23T00:48:40","slug":"a-day-with-adele-obriens-glazing-manager-in-melbourne","status":"publish","type":"post","link":"https:\/\/www.obrien.com.au\/articles\/a-day-with-adele-obriens-glazing-manager-in-melbourne\/","title":{"rendered":"A Day With Adele: O’Brien\u2019s Glazing Manager in Melbourne"},"content":{"rendered":"

We understand that it has been a difficult year for everybody. During these challenging times, it\u2019s inspirational to hear stories from across our network and how we are all continuing to be there for each other and our customers when it\u2019s needed most.<\/p>\n

So, we\u2019d like to share Adele\u2019s story, who lives and works in Melbourne.<\/p>\n

The O'Brien\u00ae<\/sup> success wouldn\u2019t be possible without the hard-working people who stand by our business and put our customers at the heart of everything they do, solving their problems with real care. Adele, our Melbourne Glazing Manager, is one of those people.<\/p>\n

Having worked with O'Brien\u00ae<\/sup> 30 years ago, she recently re-joined our network as she was looking to get more involved with a committed and passionate team. But who knew there was going to be such a significant challenge, particularly for our Victorian community in 2020?<\/p>\n

The onset of the COVID-19 pandemic meant that the city of Melbourne took a pretty big hit. And with lockdown restrictions, businesses of all kinds and their employees have been widely affected.<\/p>\n

We talked with Adele about the difficulties of this time to learn about what she is doing to lead her team forward, and the changes involved to continue caring for her customers.<\/p>\n

What\u2019s the biggest concern for Adele and her team during these times?<\/strong><\/p>\n

\u201cSafety,\u201d <\/em>Adele said with certainty. \u201cWe aim to have a balance between being vigilant and remaining calm while still being approachable to clients to not cause panic. Yet, it is very tricky.\u201d<\/em><\/p>\n

\u201cCOVID-19 is something we\u2019ve never faced before. It\u2019s an uncertain time, and that can take a big toll on everybody including the physical and mental health of our employees.\u201d<\/em><\/p>\n

To accommodate for this, Adele ensures that all training and engagements are still being performed as a team to keep up morale and a sense of normalcy while following physical distancing measures.<\/p>\n

\u201cCommunication really is the key,\u201d<\/em> Adele said. In maintaining a resilient team, Adele discussed the importance of communication – not only within her team but also with the staff, management and customers.<\/p>\n

\u201cAs safety is always a top priority at O'Brien\u00ae, it\u2019s important to avoid ambiguity and sugar-coating things. So long as everyone is communicating, we can all collaborate together.\u201d<\/em><\/p>\n

What operational changes have had to be made when working with customers?<\/strong><\/p>\n

Due to the circumstances surrounding Melbourne\u2019s lockdown, Adele\u2019s team members have shared responsibility for taking leave to match resource demand. However, this has also created an opportunity for everyone to take on extra responsibilities and learn new things.<\/p>\n

\u201cPeople may think that work should be a breeze now that volumes are down, but there\u2019s a whole other set of tasks to do with only limited people to do them.<\/em><\/p>\n

In fact, there\u2019s extra cleaning, safety regimes and registrations that all have to be done. I\u2019m sure I\u2019m not alone in this when it comes to other businesses in Victoria.\u201d<\/em><\/p>\n

With the current conditions and people on lock-down at home, clients have been focusing on home improvements \u2013 this often involves glasswork.<\/p>\n

While regular O'Brien\u00ae Glass services are restricted due to Government regulations, there is still a need for essential glass services that fall under the safety and security category.<\/p>\n

\u201cOur customers still need us, even during these uncertain times because if any glass gets shattered or broken with everyone home, it\u2019s certainly a risk to safety. That has been our primary concern right now: being there for people in Melbourne who need us.\u201d<\/em><\/p>\n

Of course, in an emergency glass repair scenario, this involves our O'Brien\u00ae Glass professionals going to a client\u2019s home.<\/p>\n

\u201cThe reality is, we need to ask people about virus symptoms upfront. It\u2019s part of the process of being vigilant for their safety and ours. Sure, it\u2019s intrusive, but it\u2019s important, and most people understand this.\u201d<\/em><\/p>\n

The staff at O'Brien\u00ae<\/sup> Glass Melbourne always make sure they empathise and manage the concerns of clients before entering into their homes.<\/p>\n

Adele and her team have implemented additional hygiene steps to help keep staff and customers safe. For instance: when the team performs an installation, clients are not permitted to be present in the area because of physical distancing requirements.<\/p>\n

Adele also explained that there is definitely a change in the tone of enquiries they get now.<\/p>\n

\u201cPeople are feeling very uncertain. They now call to ask if we\u2019re still open or if we can still help them with our services. Again, I\u2019m sure our business is not alone in this.\u201d\u00a0 <\/em><\/p>\n

\u201cAs long as the glasswork requested is essential and poses a safety or security concern, then we certainly can help. Otherwise, we\u2019re having to postpone the work until after the Melbourne restrictions have been eased.\u201d<\/em><\/p>\n