The power of support: how mentoring helped A&T Glass navigate change

When Miles and Christina, owners of A&T Glass Taupō, relocated from Nelson to Taupo nearly two years ago, they weren't just looking for a business opportunity; they were looking for a new adventure. With their children recently moved out of home and years of experience working alongside trade businesses the timing felt right to take on a new challenge. 

After some time searching for the right opportunity, they knew they wanted something more than a lifestyle operation or a one-person business. They wanted a larger, established entity and to work with a team. Their search brought them to Taupo where they already had a connection; having previously lived in Hamilton they had spent many weekends and holidays visiting the region. 

Although the glazing industry itself was unfamiliar territory, trades and the fundamentals of business were not. Prior to purchasing the business, Miles had worked extensively with trade businesses, including joinery and electrical companies, while also building experience in business mentoring, systems and operational management. "I knew the business principles❞ Miles explains "but coming into this industry as a business owner was a whole different level. It required learning under pressure, but in one respect, it created a singular focus where we just had to absorb everything we needed to." 

When Miles and Christina purchased the business, they believed they were stepping into a stable, established operation with an experienced team. Having operated under the same ownership for more than 20 years, there was considerable adjustment for both the team and the new owners during their first year. Miles and Christina could see potential to improve efficiencies, business systems and HR practices; along with opportunities to enhance the customer experience. Bringing the team along on this journey, however, proved to be a challenging process at times. 

Early on, Miles and Christina met with Jo Caira, Amplify's Business Growth Advisor, who recommended a range of business support options and advisors who could help them. They engaged support from one of the recommended HR specialists to review outdated policies, contracts and health and safety processes. Much of the businesses employment documentation required updating to comply with current legislation and proposed changes were opened for consultation with the team. 

At the same time, not long after the business purchase, the economic downturn following the Covid pandemic began to significantly impact future workflow. Looking back Miles describes the situation as "a perfect storm; there were new owners coming in, we were introducing new policies and systems, and then the downturn hit. Business-wise it was a very scary situation for us." 

Christina and Miles were eventually forced to begin a restructuring process where they offered voluntary redundancies. "There were definitely sleepless nights," Christina admits, “But we had to trust that it was going to be okay in the long term." 

Alongside these changes, they introduced a new job management system so any staff member could pick up a job file online and output could be managed "we could see how much easier it would make things for the team" Miles explains. But with the new systems came increased accountability, something not everyone embraced. "We were committed to the quality and service of our work and we wanted to accentuate that and make it even better. The team was already providing a good service, but we could see systems that would make things more efficient for us to continue to do so." 

Reflecting back, Miles and Christina acknowledge the complexity of stepping into a business that had been operating for 20 years. Staff had little notice of a change in ownership, new systems were implemented early on and the economic downturn created further pressure before strong relationships and trust could fully be established with the team. 

Staying Anchored in their Values 

Through the toughest periods, Miles and Christina say their values became their anchor. "At the end of the day, our values became the eye of the storm," Miles says. "Regardless of all the noise happening around us, those values anchored us." Their values based approach also shaped how they rebuilt the business and team culture. "We've become very intentional about building a high-performing team," Christina says. "Skills can be taught but attitude and values are what matter most." 

Today they have a close-knit team of eight staff who work collaboratively across multiple areas of the business, from showers and wardrobes to outdoor living solutions. Their current vision and values have been a shared effort and created during a workshop with the team. 

Seeking Support Along the Way 

Miles and Christina say one of the most important decisions they made was reaching out for external support early in their journey. Alongside HR support, they engaged a Business Mentor through Business Mentors New Zealand; to help guide them through the intense period of change management. "She coached us through the process, which was incredible," Christina says. They have since continued working with a second mentor to support them with a different stage of their business journey. 

Their journey has also required enormous personal sacrifice. For much of the past two years the couple have worked seven-day weeks and long hours to keep the business moving forward. Despite the pressure, they remained committed to delivering quality products and service for their customers. 

Looking Ahead 

Now, nearly two years into ownership, the business is finally beginning to feel settled. “We've only just hit our stride," Miles says. The couple describe the business as being in a 'chrysalis' stage of transformation, rebuilding strong foundations with purpose and clarity before entering its next phase of growth. Their focus has been on hiring for the right fit, creating a high-performing team and delivering an outstanding service and product to achieve the best outcome for their clients. 

Their long-term vision is simple: improving people's lives by creating spaces that transform the way people live in their homes. "When clients see how their spaces have been transformed and how it improves the way they live, that's incredibly rewarding" Christina says. With a renewed team culture, stronger systems and a clear vision for the future Miles and Christina are optimistic for their next phase. 

For others considering a business purchase or navigating significant change, their honest advice is: don't underestimate the power of change management and invest in support early; business mentoring and having external advisors is key. But personal support is also important surround yourself with people who believe in you. Finally, have a clear vision and values but ensure your team is on board. "When you come into an existing team you can't bring in your values and say this is how we're going to operate, they won't be on board - it's been a journey".