Ramses Shaffy already sang it in 1975: we will carry on. Because that's what we have to do. And our customers and their customers too. We are working hard on that together. With art and flying work, extra perseverance and yet also work pleasure.
We are constantly balancing. Between the wishes of our customers to get their invoices paid quickly and between the possibilities of their customers to pay those invoices. With understanding and clear communication we go a long way.
We are happy to walk ahead of you. To warn you of bumps and to show you the fastest way. This way we save you time. Serge and Belinda recently had a nice one-two punch for our customer F, who switched to another accounting program.
Acting doesn't suit us. We are very polite on the phone, but sometimes things slip out. Maybe not always diplomatic, but human. And our customers appreciate that. For example, Marianne recently delivered us a cake, by being herself!
Because we always have one foot in one company and the other in the other, we know a little bit about a lot. Also of what our customers do with their customers. Belinda, for example, appears to have a lot of technical knowledge, thanks to our customer E!
Acting proactively is better than acting reactively. If it is only possible to exert influence on a situation for a moment, then you should just do it. And Belinda did the same for our customer E. A long-standing issue was resolved quickly after all!
Being businesslike and showing empathy can go very well together. Because we put ourselves in the shoes of our customers and their customers, we get much further. With understanding for each other, you can communicate. And if you communicate, you can take many more steps.
The costumer is king. We go far for that. One of our customers put Sophie under pressure this week (not meant to be mean, of course!). She had to arrange something for him, so that we could help his company better. Would Sophie do that for him?
The proof is in the eating. The most important stop in the customer journey is the experience with the product or service itself. Our customer S recently experienced exactly how our system works. And that it can also ensure that your customer does not receive a reminder.
A personal approach is vital for good customer contact and good contact with our customers' customers. Belinda knows that like no other. In this way she ensures that customer W. is aware of nice personal news from their customer.
Sometimes you just want to get rid of your egg. Of course, this also applies to our customers' customers. So Nathalie let T's customer grumble. He wasn't too happy with the way things were going at T. But Nathalie was going to solve it all!
Laura, along with client W, played good cop, bad cop, this week. Together in search of the seam of the stocking in a long-running issue with a customer of W. That customer had blocked Laura's number. But that doesn't solve anything!
Warm contacts with customers and their customers create a good feeling. Belinda has such warm contact with a customer of our customer A. Because the address details of the customer of A in their system were not correct, everything threatened to go wrong.
Laura sees on the action list for customer S. that there is one invoice that must be handed over to a collection agency. It's been open for so long. Still, she will try one more time to make contact with S.
This is Kees Douanier. He is our new colleague and specialized in customer journeys. He tells you everything about the way in which we keep you and your customers satisfied. This week he tells about the communication failure that Nathalie fixed.