We talk to Cara Shepherd, branch manager at the Aberdeen branch of Glassolutions, who was nominated as a Rising Star at the 2024 G Awards.

Glass Times: Cara, when did you start with Glassolutions, and how did your career progress to Branch Manager?

Cara Shepherd: I joined Glassolutions in May 2005 as an Office Administrator. At that time, I was new to the glass and glazing industry, but I was eager to learn and quickly immersed myself in the work. My drive and passion must have shown, because soon after, I was promoted to Customer Service Administrator. This role was instrumental for me; I was able to master our complex systems and build strong relationships with key accounts. My commitment to the job was tested early on when I had to cover for a Branch Manager on leave for six months, which was a significant challenge but also a great learning experience. It helped me understand the depth of responsibility involved in running a branch smoothly and prepared me for future roles.

Over the years, I balanced part-time work to raise my family while staying dedicated to my career. In December 2021, I was promoted to Assistant Branch Manager, which was the next big step in my journey, preparing me to step into the role of Branch Manager in March 2023 following my predecessor Mike Chapman’s retirement. Taking over the Aberdeen site has been a fulfilling challenge, and I’m proud of how far we’ve come as a team.

Glass Times: What do you think has contributed to your success in this role?

Cara Shepherd: I believe my success comes from a combination of dedication to customer service, a strong team-oriented approach, and a genuine passion for what we do. I firmly believe in leading by example and creating a collaborative environment where every team member feels valued and empowered. This isn’t a one-person job—having a supportive and committed team is crucial. At Aberdeen, we operate with a “can-do” attitude and the mantra: “Say yes to the customer, then figure out how to do it.”

My focus has always been on understanding our customers’ needs and building lasting relationships. I think that dedication to putting the customer first has been central to our success and growth.

Glass Times: Can you share an example of a recent achievement you’re proud of?

Cara Shepherd: One recent achievement I’m especially proud of was our success in streamlining supply chain operations, which had been a barrier to growth. Lead times were causing delays and affecting customer satisfaction, so I worked to secure weekly deliveries from our sister site in Elland, which is 375 miles away. This allowed us to turn Aberdeen into a genuine one-stop shop for all glass needs, providing faster service and greater convenience for our clients. It’s been transformative for our branch and has directly improved customer satisfaction.

Another achievement was designing digital solutions to simplify our pricing system. This tool now allows customers to price their work independently, anytime they need. It has increased time efficiency by 50%, making things easier for both our team and our clients.

Glass Times: How has your leadership impacted the Aberdeen branch?

Cara Shepherd: Since stepping into the Branch Manager role, we’ve seen a double-digit increase in sales volumes, which is a huge milestone. I attribute this to the solution-driven environment we foster here. Our team genuinely cares about the customers and goes above and beyond to ensure their satisfaction.

One particular instance that illustrates our approach is when one of our customers had to close his business temporarily due to illness. I made a point to keep in regular contact to check in on him. Maintaining that personal connection meant a lot to him, and it reflected the level of empathy and care we aim to provide.

Glass Times: What challenges have you faced in your journey, and how did you overcome them?

Cara Shepherd: Transitioning into the Branch Manager role meant I had to restructure and establish a team that shared our strong customer-centric values, which took some time but has been rewarding. Another major challenge was optimising our supply chain, but by securing those regular deliveries from Elland, we resolved our lead time issues and enhanced our overall service.

Balancing my career and family life has also been a challenge at times, but I’ve found that a supportive team and a strong focus on both personal and professional goals make all the difference.

Glass Times: What are your plans for the future at Glassolutions?

Cara Shepherd: Looking forward, I plan to focus on enhancing our operational efficiencies even further and exploring new market opportunities. Customer service will always be our priority, and I’m committed to maintaining the high standards we’ve set in Aberdeen.

I’m also continuously working on my professional development, completing my training ahead of schedule and pursuing further learning opportunities. My ultimate goal is to drive sustainable growth while fostering a positive, empowered environment for my team.