"The business goes on. We want to be there for our customers."
He wants to make the best out of this new situation. "Our business goes on and I consider the fact that most of our sales team is now in the home office as an opportunity to reposition ourselves. We are constantly in contact with each other by phone or video call. It is important for us not to lose touch with each other in times of corona. We get to know each other in a completely new way: I see one of them in his living room, the other in her office at home and notice: the team takes much more time talking to each other."
Taking new, digital paths and showing presence
"The most important thing for my colleagues," says Daniel, "is structure in the daily home office routine. We have regular fixed calls and meetings, we have feedback sessions; I assign tasks and set goals. What used to be customer visits now takes place on the phone and via Skype, and we have good experiences with that."
Daniel describes how a colleague from customer service used Skype to talk about our products with her customers. "We all learn how well digital tools work in these times of crisis. Our customers are also positively surprised by what is possible while physical contact is missing." Daniel encourages his team to skype, use new media such as an informative webinar on post-consumer recyclates (PCR), or a live stream with presentations on the Jokey Eco Concept, Design Service and new products. We need to show our customers that we are there - especially now that we cannot meet in person."
See change as an opportunity
In my telephone conversation with Daniel, I notice that he is the kind of person who reacts proactively to change. He sees the opportunity and not the risks and is highly motivated to adapt to the new conditions - and even better to generate profit from them with his team. The perfect attitude to score points in sales: challenges spur him on. "I am convinced that it is now important to take digital milestones. The quicker we adapt and rethink customer service, the better we will be positioned for the time when our lives are back on familiar tracks. Crises present opportunities for all of us to develop further and we want to use our full potential here”.
"It is without doubt that we will continue to use many of the recently tested digital media even after the pandemic. Nevertheless, we prefer real, physical closeness to colleagues, customers and in the team. This corresponds to our corporate culture: personal coordination within uncomplicated, short channels. Pragmatic solutions that include everyone involved, including production, and find acceptance across departments. That is Jokey. That suits us."
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