Like Sven. Because he was a METRO customer himself for many years, he knows his customers’ expectations and requirements exactly. Here, the service level is one of the strategic focuses on the METRO agenda – because along with a functioning supply chain from the supplier to the customer’s premises, the service level is a key success factor when it comes to customer retention and satisfaction. Critical factors in this are transparency and continuous improvements in procurement and sales. Valuable help comes from the ongoing development of operational processes and the use of supporting technologies. The Customer Toolbox, for example, offers components such as the ‘Planner’ which combines a calendar, current tasks and customer-relevant topics, and the ‘Dashboard’, which provides key information about the customer. Performance assessments and root cause analyses help to ensure a high service level across the company.
It’s all about contacts and empathy
At 11 o’clock, Sven’s tandem partner calls him on his mobile to say that most of the required 16 kg of organic Emmental has been sourced. After visiting his next customer, Sven will head back to the office to take care of paperwork. He looks after 600 customers in his territory and registers an average of 8 site visits per day. There is no standard programme. No two food service companies are exactly the same. Sven approaches each enterprise and each personality individually. Even with all the tools and data available to him, he explains, ‘a great deal depends on contacts and empathy.’ Tall and relaxed, he says this with convincing credibility. Just like when he comments that the food service industry is a business that is close to his heart.
At 11.23 a.m., his mobile rings again. The office tells him that the 16 kg of organic cheese is there. Right on time for lunch. Sven nods, satisfied, and puts his mobile back in his pocket. Then it’s off to the next customer. Quickly, simply and personally.