Every role plays a part in delivering for customers, but it’s the people behind those roles who shape the experience from start to finish at Pinefield Glass.
Martin McMullan has worked his way through the business from factory floor to director, bringing a straightforward, hands-on approach to everything he does. We spoke to him about his journey, what matters most when working with customers and the mindset that’s guided his career so far.
Can you tell us a bit about your career journey so far?
“I left school and tried a bit of everything, from a slaughterhouse to a chip shop, before ending up driving a lorry delivering fruit and vegetables. I then joined the PVCu industry, starting in the factory at AC Yule. I spent around eight years there before going offshore for a period, but it wasn’t for me, so I returned onshore and joined Pinefield Glass. From there, I moved into a sales role in the office and eventually worked my way up to becoming a director.”
Was there a key moment that shaped how you work today?
“I try to stay grounded. I don’t want to come across as ‘the director’, I’d rather be the same person I’ve always been. I always want to be honest with people and keep things straightforward, and I like a bit of a laugh with customers – and I think that helps build a better relationship.”
How did you find the move from the factory into the office?
“It was a big change. I didn’t even have an email address at the time – I wasn’t used to computers at all. It was quite daunting at first, but I was told to just give it a go. I remember sitting in the office, typing with one finger and it took a bit of getting used to, but I settled into it.”
What might surprise people about your role?
“Probably that I’m not as serious as people might expect! When I used to play football, I was quite hard-going on the pitch, so some people come in expecting that same personality. A lot of the time they’ll say I’m actually quite easy to get on with.”
What does your role involve day-to-day?
“I’m involved in the whole process from start to finish. A customer will come into the showroom, and I’ll talk them through their options and give advice. We’ll then send a surveyor out, price the job and if it goes ahead, we’ll sometimes bring the customer back in to go through everything again before booking it in.
What’s a lesson you learned early on that still sticks with you?
“Be honest. If something’s happening, just explain it properly to the customer. If you try to make things up or avoid it, it usually makes things worse. Being straightforward builds trust.”
What makes a great customer relationship in your role?
“Trust is the biggest thing. Customers are spending a lot of money, so it’s important to give them the right advice. If you’re honest and help them make the right decision, that builds trust and that’s what matters long-term.
“If customers trust you, everything else follows.”
Can you share an example of a challenging project?
“There was a job for a shop opening on the high street where the turnaround time was really tight. We didn’t have space in the schedule, but we knew it would be good for the business.
“We had to move other jobs, push everything through production quickly and coordinate with other trades like painters and electricians. It took a lot of teamwork and quick thinking, but we managed to get everything finished in time for the shop opening. That’s the kind of situation where everyone has to pull together.”
How has your idea of success changed over time?
“At the start, it was about improving things from where they were. Then it became about growing the business, producing more and taking on more work.
“Now, it’s about stability too. Making sure we’ve got enough work to keep everyone going, even if things change in the market. I would rather build something steady where people feel secure in their jobs, rather than constantly scaling up and down.”
What excites you most about the future of Pinefield Glass?
“In years to come, I’d love to see the next group of people come through and take things on. We were given that opportunity and it would be great to do the same for others – bring them through, give them responsibility and let them grow the business further in their own way.
“That, and keeping Pinefield Glass what it is – continuing to grow, but staying true to what we do.”
What advice would you give to someone starting out?
“Turn up and work hard. That’s the main thing. Listen to the people around you, especially those with more experience and don’t be afraid to get involved. If you show that attitude, you’ll learn quickly and give yourself the best chance to progress.”
Martin’s journey is a great example of what progression can look like at Pinefield Glass. Starting from the ground up, learning along the way and building a career through hard work and consistency.