Why automation mustn’t replace craftsmanship
Glass Express Midlands managing director, Arun Photay, shares his perspective on why a people-first approach remains essential – even as technology continues to reshape the sector.
As a business owner navigating a fast-changing industry, I often find myself reflecting on how far technology has brought us – and how much further it could take us.
At Glass Express Midlands, we’ve embraced automation where it makes sense. Our automatic loaders and cutting tables, for instance, have improved efficiency and precision. But despite this, our team still have the skills to expertly cut glass by hand for bespoke projects – and that’s a deliberate decision.
For me, technology must never come at the cost of labour. I’ve made it clear that while we welcome innovation, it will never replace our people. And I’m proud to say we’ve upheld that commitment.
In an industry like ours, where precision, creativity and experience are invaluable, human touch is not just beneficial; it’s irreplaceable.
Take our leadwork, for example. Every piece is done in-house, by hand. This isn’t just about preserving tradition – it’s about the quality, adaptability and customer service that comes with skilled hands and real conversation.
When a customer visits us, they’re not speaking to a screen or filling out a form. They’re engaging with someone like Mark, who understands the product, listens, advises, and then crafts something unique, often from a simple verbal brief.
That human interaction fosters trust. It’s the reason clients come back, and it’s the reason we sleep easy knowing we’ve delivered exactly what they envisioned, sometimes even better. Try doing that with an algorithm.
I do see a crucial role for automation and AI is improving all the time. But in construction, and particularly in glass manufacturing, there’s a tactile quality to our work that machines still can’t replicate. The best outcomes often come from a blend of technology and human insight – what I call the “magic in the middle.”
This balance is also about our values at Glass Express Midlands. Our people are the backbone of this business. Many of our team members have grown with us, and we’ve grown because of them. They’ve trained apprentices, mentored juniors, adapted to new systems, and stayed loyal. In return, they deserve loyalty and care.
Yes, we invest in tools that help make their jobs easier and safer. But we also invest in their development, their wellbeing, and their sense of belonging. That kind of investment pays off – not just in retention or output, but in the culture it builds.
Ultimately, this is about securing our future. The industry will continue to evolve, and we must evolve with it. But we won’t do it by discarding what makes us special.
We’ll do it by combining the efficiency of technology with the warmth, expertise and ingenuity of our people. That’s how we keep our edge: by staying human, even as we become more advanced.
Because at the end of the day, glass may be our product, but people are our purpose.