25 years of service
On her 25th year at Bohle, we talk to customer services manager, Helen McKerracher, to get her take on the industry, the future and her career highs and lows.
Glass Times (GT): Helen, can you talk us through your Bohle career?
Helen McKerracher (HM): So, I didn’t come straight into Bohle as the customer service manager in 2000. I started as a customer service assistant and actually kind of fell into my current position!
The job became vacant and when we were asked if any of us were interested in interviewing for the position, it was a bit of a tumbleweed moment…so I said, ‘I’ll give it a go!’
Fast-forward a quarter of a century, and here we are…
GT: And how about Bohle – how has it changed over the last quarter of a century?
HK: Initially we were in a much smaller premises, but in 2004, we moved to our current Dukinfield site. From there, the business grew massively – the team got bigger, we had different sub-companies, and we were distributing from multiple locations.
And that remained until about 2016, when the strategic decision was taken to focus on the glass side of the business – manufacturing and distributing tools, machinery and high-quality hardware.
But I can honestly say that for the whole 25 years, it’s always felt like family. I’m very fortunate that a lot of the colleagues that I started with are still here today. I feel like I’m coming to work with my friends.
GT: And what about the industry? How has that changed since you started?
HK: I think what’s been really noticeable is that a lot of knowledge within the industry seems to have dissipated as manual glass processors and smaller glass workshops have reduced drastically in number. They tended to be highly skilled, knowledgeable, and pretty much self-sufficient; they’d know exactly what they needed from us.
But since businesses have started to become more automated, and the manual side of the industry has reduced, it’s almost like the knowledge in the industry isn’t as it was, and we are heavily relied upon now to become not just the supplier, but also the advisor.
But this is something we’re actually very proud of: customers trust our expertise. They come to us for our knowledge as well as our products.
GT: What is your favourite thing about working at Bohle?
HK: Definitely the people. But I also enjoy the problem-solving side of it and helping people. Getting that “thank you very much. You’ve been really helpful” at the end of a phone call…I think to myself, ‘job well done’.
GT: What’s been the biggest challenge of your career?
HK: We’ve been through some rough times with dips in the economy, but we’ve always managed to navigate them because we’ve been able to diversify. Our customer base isn’t just one segment, and we’ve never just had one product range. That gives us the flexibility to target different areas of the market during peaks and troughs.
And then obviously Covid, the aftermath of which is still very real and challenging.
GT: What has been your proudest achievement of your career?
HK: In 2010, Bohle won the G-Award for customer service, and that was a definite personal high point.
But I think I’m most proud of this – my 25 years! To still feel challenged every day, like I’ve got more to do and achieve, is very special.
GT: And finally, what do you think the next five years looks like – both for Bohle, and yourself?
HK: I think in terms of the market, it’s possibly the most challenging it’s ever been. So, while I don’t think it’s going to be easy, by any stretch of the imagination, I think we’ll continue to prevail as a leading supplier of glass hardware.
We maintain a personalised service in a world where customer service is becoming more and more faceless, and that is a definite strength of ours, and one that won’t change.
And when it comes to me, well I’ve got a ridiculous number of hobbies that I hope I’m still doing in five years time…ceramic throwing, archery, ballroom dancing, paddleboarding – you name it!
And it obviously goes without saying that I’ll still be at Bohle; I’ll be celebrating my 30-year anniversary!
