Olympia Glass LLC owner Julia Stone received a phone call at their Black Lake offices. It was a customer, calling because she was upset. Julia’s husband Jason had just left the woman’s home after completing a job and she hadn’t been able to catch him on his way out, thanking him one more time for the great work he’d put in.
“She said she didn’t get back outside before he left and she really wanted to thank him in person,” says Stone. “It’s little things like that which make this business so much more than just performing a service for money.”
Strong relationships with clients are core to the Olympia Glass’ business and the Stones emphasize customer service. “We’re a mom and pop shop,” says Stone. “If you call, you’ll either get my husband or me. The only person showing up at your door will be Jason.”
The company offers residential glass of all shapes and sizes. “We can handle something as small as a piece of picture frame glass to a whole house full of windows,” she says. “Whether you want five windows or ten, we’re here. We do tabletop glass, custom cut mirrors, insulated glass units and patio sliders. We want to be that company that can accommodate anyone.” The only service they don’t provide is shower glass installation, but they can still purchase the glass for clients.
The Stones bought the company in 2013, eventually moving it from its historic location in downtown Olympia to its current site on Black Lake Blvd, renaming it Olympia Glass LLC in the process. Not everyone has realized that they moved, says Stone. “Some people may have thought we closed, so we want to let them know that we’re still here.”
Customer convenience was a factor in the move. “Our customers are our main concern and parking was hard,” she says. “When somebody is carrying a huge piece of glass for a mirror, they have to carry it a couple of blocks if they can’t park right in front of our store. That was tough for a glass shop.”
The Stones are originally from Massachusetts where Julia spent twenty years as a nanny and Jason spent an equal amount of time installing doors and windows in the construction industry. After many years as a subcontractor through At Home Services, an affiliate of Home Depot, he decided to work for himself. “He’s always done windows,” says Stone. “We had a small business we ran out of our home prior to the opportunity to take on Olympia Glass.”
The company offers free estimates and are preferred contractors with Puget Sound Energy, enabling them to offer customers instant rebates. Making sure customers are taken care of is a priority, says Stone. “If someone calls us and there’s a problem with a window, or a home inspector has flagged something and they’re selling their home, we’ll get out there and get them a quote,” she says. “They’re not going to have to wait a week for someone to show up. We’re usually there that day or the next day.”
Windows are a big purchase and the process can be overwhelming, she notes. “It can be nerve-wracking to have all of your windows ripped out of your home and have big gaping holes inside of your house. We had one customer who was really nervous about it. She called a few times and said, ‘I’m so sorry to keep bugging you.’ But, it’s not a bother. If I can make them feel comfortable, that’s all that matters.”
Stone also makes a point of answering questions, regardless of whether or not the caller decides to hire the company or not. “If you have any questions or concerns you can always call me,” she says. “If I can help someone, that’s what I’m going to do. Maybe that’s the nanny in me.” She also sends handwritten Christmas cards to clients every year, regardless of how long it’s been since they ordered windows. “I want them to know they’re still special to us,” she says.
Such attentions create repeat customers like the world traveler who comes in after each new adventure to buy picture frame glass for his photos. “It’s cool to talk with him about his experiences,” says Stone. “He’s been to some places 10 or 15 times and he’ll buy 50 pieces of frame glass from us. We enjoy all of the people that come in.”
In addition to Olympia Glass, the Stones recently opened Thurston County Home Inspections for people looking to buy or sell a home. They offer pre-listing inspections, maintenance inspections and buyer’s home inspections.
Despite their East Coast origins, have fallen in love with the Pacific Northwest. “Even though Olympia and Lacey are considered cities, they still have that family atmosphere,” says Stone. “Thurston County is our home now. We love it here.”
For more information about Olympia Glass LLC visit www.olympia-glass-llc.com call 360-352-0555 or email olympiaglassllc@gmail.com.
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