Flat Glass Solutions has built a reputation not just on the breadth of its machinery portfolio, but for the strength of its customer service and willingness to resolve typical installation challenges while addressing technical issues as well.

At the soft launch of Gordon Ramsay High at 22 Bishopsgate London, the restaurant’s celebrity namesake offered a piece of management advice that has since resonated far beyond the world of fine dining.

“Don’t tell me what we’re doing well,” he said. “Bring me the problems.”

It is a mindset that applies to a host of other industries, particularly those where efficiency and consistency are critical to success. Take glass processing for example, where operational costs are high, production lines must run smoothly and unexpected downtime can quickly become an expensive problem-solving exercise.

For production teams, it is often when there is a problem that the real value of machinery suppliers presents itself. That’s because delivering and installing equipment is one thing, being there to help resolve any issues further down the line, is another.

For Flat Glass Solutions (FGS), that philosophy sits at the heart of how the business works with its customers. The company is headed up by industry veteran, David ‘Oz’ Cahill, who has built an enviable reputation over more than three decades. He has a straightforward and transparent approach that forms the foundation of FGS’ customer support a foundation that is based on David’s deep-rooted understanding of glass manufacturing, an appreciation that even the most carefully planned production environments can encounter problems and a personal approach to doing business.

If you speak to any long-term FGS customer, then they will have plenty of stories of their working relationship with Oz, no doubt spanning many years, countless conversations and multiple excursions to explore manufacturing facilities and machinery solutions.

“Investing in machinery typically represents a significant outlay for glass companies,” says David. “We work with customers closely to recommend the best equipment for them, often helping them to research the return on that investment and assisting with delivery and installation.
“It’s a process that can take many months – years even – to complete but for us it doesn’t end when the machine is switched on and the glass is moving down the production lines.

“That’s because other processes may need refining, production flows can be improved and unexpected issues do occasionally arise,” he adds. “Rather than glossing over those issues however, we feel it’s far better to face them head on.

“In doing so, we’re not just helping customers to work through these challenges and resolve problems, we’re constantly learning how to improve the way our machinery can be integrated. It helps to build trust and strengthen relationships, but it also means we can extend that knowledge to our broader customer base.”

FGS is well known for finding the best machinery from around the world, including a large portfolio from China. Contrary to some misconceptions about the quality of supply and service from the Far East, particularly when supply chains are stressed from geopolitical events such as the latest conflict in the middle east, FGS has established a permanent base in China that is designed to fast-track communications and streamline solutions.

Opened in 2024, the dedicated office in China is run by manager Catherine Li, who has since become an invaluable asset thanks to her considerable knowledge of glass processing machinery, accrued at her time with Yuntong, with whom FGS has a distribution agreement.

Effectively bridging the gap between the UK and the vast resource of state of the art technology in China, Catherine is able to source a wide range of machinery, including less well-known options. Crucially, she is now on hand to assist with delivery timescales, after sales care and maintenance issues as well as resolve any potential complications with language or cultural barriers.

“Bringing Catherine on board has been a huge boost for FGS,” says David. “It’s really transformed what we can offer in terms of product range, but also ensured we can maintain the level of customer service that has been at the core of our business model for the last two decade.

“We know just how important it is to minimise daily disruptions for glass companies. We work hard to identify and deliver the best machinery, but we’re also committed to ensuring it operates efficiently,” he concludes.

“After all, I’m a firm believer that you have to enjoy doing businesses, and if you spend your time running away from problems, you’ll soon run out of customers!”