You know the name Crystal Glass. It is one of – if not the – most recognizable local names in its industry, with 50 regional retail stores, 11 warehouses, 2 manufacturing facilities and a commercial glazing division. In 2022, Crystal Glass opened its largest flagship warehouse in west Edmonton, a 100,000 square foot facility that is a milestone addition to the growing brand – a brand that has been growing since 1949 when Ed Bean opened the first Crystal Glass shop on Whyte Ave in Edmonton.
In 1997, General Manager Ken Franczek joined Crystal Glass.
“I started as a customer service representative,” says Franczek. “I had been working with a smaller glass company in the city but felt a lack of opportunity. A number of people suggested that, if I was interested in this industry, I should go to Crystal Glass.”
The reputation of Crystal Glass as an employer with a great workplace culture, employee-focused education and opportunities for ambitious workers proved true. When Franczek started there were about 400 employees across the brand and he puts it, “I was the most junior on the list.”
In 2008 that changed when Franczek, who had worked his way up the ranks over the years, was given the title of general manager.
“Crystal Glass has always been a business that has a history of moving people up if they showed promise,” he says. “They absolutely did that for me and we still do that for others today. This is one of the very few companies left out there, I would suggest, where you could start at the bottom and work your way to the top. I’m proof of that.”
As the GM, Franczek knows the value of every single member of his team. From maintenance services and customer service reps to technicians, he believes everyone is equally important as the leadership group. His management style is one of relatability and approachability. His door is always open unless he’s in a meeting and he values the input of his team members.
“Any senior manager that thinks they know better than the group on your front line is mistaken,” says Franczek. “It’s so important to get out there and experience what they do and stay connected.”
Franczek also highlights the longevity of the team members, with the average tenure being over 25 years and many retiring after 45+ years of service. He himself is a testament to this longevity, having joined Crystal Glass in his early 30s with the intention of moving on after a few years but finding himself still happily there after more than two decades.
“When you become a member of this team, it is highly likely that if you have drive, you will not want to move on,” he shares.
Franczek continues, “Given that we were founded by Ed in 1949 and this was family run and owned for decades, back during the transition where Ed began the process of succession and introduced an opportunity for employees to become owners and by shares, we have one foot very firmly planted in our past. We still have the feel of a family business that comes with traditional owner-operator values. Yet the other foot is progressively stepping forward into the future, allowing growth and our employees to share in the success.”
There is an irony to all that success, however. What the brand is best known for only makes up a portion of its many products and services.
“We are known for auto glass,” Franczek confirms. “When anyone thinks about Crystal Glass, they focus on auto glass! But we have many other services!” He chuckles, “They always seem to come back with ‘I didn’t realize you did that,’ when they hear about our interior glass, custom shower doors, railing systems and sealed unit replacements for retail businesses. We are constantly attempting to address this in our marketing but it’s an uphill challenge.”
There is another challenge that Crystal Glass is trying to dispel by leveraging proprietary employee training and customer education.
“In our industry,” says Franczek, “it is important that customers do their research if presented with a price that seems too good to be true – there is a reason for that. In Alberta, there are no governing bodies for the training of windshield auto glass installers. This means anyone can open a business and claim to install windshields. Recognizing this lack of governance, we took matters into its own hands and created our extensive training program, dubbed Crystal College.
“We ensure the quality being put into someone’s vehicle exceeds standards. If you wouldn’t let someone work on your brakes, you shouldn’t let them work on your windshield. It’s just as important of a safety component.”
Franczek also emphasizes the importance of trust in a business.
“There is something to be said for the brick-and-mortar, 75+ year business that will take care of you before, during and after. Does it cost more to do business than a tent in a parking lot? Yes, but the difference is the guarantee, the workmanship and most importantly, the safety of you and your passengers.”
Crystal Glass, which employs over 600 staff across Western Canada, attributes its success to several key factors. Among them is the aforementioned Crystal College, which ensures highly qualified technicians are at the helm of every job.
“We invest a lot of time and dollars to ensure once a customer experiences us, they return over and over again,” Franczek smiles. “I also never take for granted the strength of the brand and the fact that the company has existed for over 75 years. We have generational customers. When you have your first vehicle, you go to the people you trust, mom and dad, and they recommend us. As big as we get as we continue to grow, we ensure that we still have that ‘community glass shop’ feel and the same level of service and feeling of welcome for every generation.”
While Crystal Glass is known for its expertise in the industry, it’s the company’s philanthropic efforts that truly set it apart. The commitment to giving back to the community is deeply ingrained in the culture, thanks to the influence of Ed, the founder.
“In my earlier years, I didn’t fully understand the value of giving back to the community,” admits Franczek. “But with hours spent with Ed, he made it clear how important this is. Now seeing it in action, I understand. Philanthropy is one of the foundational cornerstones of the organization. The company gives from the heart, without any expectation of recognition or reward. Ed made this very clear to me during our time together: ‘Do it because it matters.’”
Crystal Glass supports hundreds of different organizations at various levels. From helping schools in challenging areas with projects to supporting inner city youth through the Crystal Kids Youth Centre, the company makes a difference in countless ways. Women and children in crisis are a key focus for Crystal Glass. The Crystal Kids Youth Centre, for example, began as Gordon Russell’s boxing club. Today, it no longer offers boxing. Instead, it has transformed into a fully functional kitchen for meal support, counselling and city police partnerships.
While it doesn’t go out of its way to tout its philanthropy, it is a key part of Crystal Glass’ identity.
“It’s about building a stronger community and making a difference where it counts,” says Franczek, “We do it solely because we know it needs to happen.”
His experience in Edmonton’s charitable and corporate communities locally and across Western Canada gives Franczek a unique view, and plenty of optimism about Alberta’s diverse opportunities. He has a deep appreciation for the business community in Edmonton, where the company is headquartered. He finds the community to be very accepting, especially towards those who are genuine and honest about their intentions.
“In my own experience, as I was entering into an executive level and found myself in rooms with other business leaders, I found them to be very welcoming and accepting,” he says “As equally accepting as they are, if you are not a straight shooter, if you are not honest or who you say you are, you will not last very long in this community.”
When it comes to the modern Alberta Advantage, Franczek believes that energy remains a cornerstone of Alberta’s economy. However, he is excited by the emergence of the tech sector in both Edmonton and Calgary.
“I still believe that energy is a cornerstone of Alberta and I don’t believe that will change. That being said, it is exciting to see a lot of tech emerging from Edmonton and Calgary. We are seeing brilliant young minds from development to software. That is what the province needs to invest in to continue to grow,” he notes.
In addition to the tech sector, Franczek is also thrilled to see growth in Alberta’s arts scene. From live entertainment to the film industry, he sees the arts as an increasingly competitive and vibrant part of Alberta’s economy.
As he reflects on his journey with Crystal Glass, Franczek expresses a deep sense of pride.
“This brand carries so much tradition and respect in our markets. For me personally, being given the incredible opportunity to lead such an iconic brand is a feeling of honour. I don’t even know how to describe it. When I’m asked by the few that don’t know what I do and I say I’m the GM of Crystal Glass, that is recognizable and respected. By proxy, they give me that respect and that fills me with pride.”
Franczek is excited about the future of Crystal Glass and is committed to continuing its growth. He extends his gratitude to the customers, vendors, suppliers, and communities that Crystal Glass serves.
“Thank you for supporting us. Thanks for continuing to support us. You are impacting the livelihoods of real everyday Albertans and we appreciate it. Every day we are looking to grow. Every day we are looking at new opportunities and new demographics. Just stay tuned. We are far from finished and will continue to innovate in the glass industry, empower employees and give back to Western Canada and beyond.
Learn more about Crystal Glass online at crystalglass.ca. The company is also active on Facebook, X and Instagram.