Henriette

I was raised to help customers all the way until they leave the door, and also beyond that

Maybe this interview should have happened over the telephone. This is when you are usually greeted by the sound of Henriette’s voice. When you call customer services and ask for help about anything from returning items to online orders, she will be speaking to you. You don’t need to ask too much – because she will help you.

“Both my parents were self-employed, and my first hairdresser master taught me that the customer is always right and should always be helped to the door, and maybe further down the street, if necessary. So, it is engrained deep within me to help others. Also, when some customers start out by yelling and scolding, I kindly ask them to talk politely and we always find a solution,“ tells Henriette.

Henriette was originally educated as a hairdresser and has also worked as a press coordinator for an exhibition centre. Her spare time was and still is, spent breeding German Shepherds. She is very good at it, and almost famous throughout the entire breeding world for the breeding of German Shepherds she does with her husband and two other families.

On the other hand, Henriette had less time to take care of herself. This was especially noticed when she went to work and went down with stress, meaning she was without a job.

“I have always been sensitive and in need of security. One day I saw a job opening at DILLING – a family owned company – who were searching for a customer service employee. I was convinced that they had the right values and a spot for me. Then I started researching. I read everything that had ever been written about DILLING in the last 100 years and then sent an application off for the job. I also attached a picture of me and my dogs, because that is who I am,“ tells Henriette.

Since 2015, Henriette has been answering the customer phone at DILLING whenever someone was in need of help. She is still a very emotional person and sometimes she does cry, but it is often because a customer has called and talked for a while, often not about a delivery, but because they are lonely.

“Those kinds of conversations might take 30-40 minutes and of course she gets affected. However, there has to be room for this. If they end up a bit happier as a result of our conversation, then I am much happier. “