4 minute read
Jeppe Tang Sørensen
Jeppe Tang Sørensen breathes life into flagging relationships. “It’s fantastic to be able to inspire people and get positive reactions.” IN SOME countries, you might receive a letter from the King or Queen when you turn 100. A magnificently written royal decree on parchment paper. Imagine receiving a text message with balloon emojis instead? How would that feel?
a bit”
Jeppe Tang Sørensen is no king, but he understands customer communication. As Account Manager at PostNord Strålfors in Copenhagen, he has started sending actual letters to customers before phoning them. A new approach that is appreciated by customers – and that several of Jeppe’s colleagues have copied.
“It’s important to share your experiences with colleagues so that you can inspire each others”, he says. “I like to reach out to my colleagues; to provide support and to come up with ideas on how you can do things differently. And I also like to ask my colleagues for advice if something goes wrong. There's no shame in asking for help.”
Jeppe Tang Sørensen
Position at PostNord:
Account Manager at PostNord Strålfors, Copenhagen, Denmark.
Closest colleagues:
"Thomas Schroll Jensen, Jimmy Olsen Simonsen and Laila Dolmeyer. They are worth their weight in gold."
↑ “Customers have to know what they are buying and need time to make decisions. In my experience, it creates the best customer experience and the best results”, says Jeppe Tang Sørensen.
JEPPE LIKES TEMPO. You can see that right away. We conduct the interview by phone, but he doesn't sit still at his desk to talk to us. Instead, he laces up his trainers and goes for a long walk. His approach to his job has led his colleagues to name him one of the most inspiring people in the workplace.
“I like to shake things up a bit if I see something we can do better”, he says. “It's exciting to find new ways, try new things and share your experiences with others.”
LUCKILY, it’s Jeppe's job to shake things up. He is responsible for a group of customers who have a good but rather passive relationship with PostNord. They have received the service they want, but other than that, PostNord hasn’t “bothered” them.
But now there’s a new approach. With the help of Jeppe, PostNord wants to build a closer relationship with the selected customers by actively informing them how new initiatives and products can improve their business. The initiative has been very well received by the customers, who range from small firms of tradespeople to large corporations.
“Customers are curious about what we can offer and interested in what we can tell them”, he says. “They might not buy anything right away, but some come back later.”
Jeppe considers it essential to avoid pressuing customers:
“I'm not a salesman with a capital S; I'm probably more the careful and calm type. Customers have to know what they are buying and need time to make decisions. In my experience, it creates the best customer experience and the best results.”
THIS ATTITUDE HAS also led to a unique collaboration with his colleague Thomas Schroll Jensen. Most salespeople have their own customer area. Instead, Jeppe and Thomas have chosen to work together with a joint group of over 600 customers.
“We’re a good team and we knew each other before we came to Strålfors”, Jeppe says. “With a shared customer group, there is no unnecessary bickering about who should handle which customer contact. Instead, we can enjoy working with new customers together.” THE PRODUCTS INCLUDE digital mailboxes, digital signatures, remote printing and automation – all designed to simplify work routines.
“Many customers get excited when we tell them about the new possiblilites”, says Jeppe. “I don't recall anyone being annoyed that we made contact with them. It's fantastic to be able to inspire people and get positive reactions.”
JEPPE IS BACK at his desk. The interview is over but not today's exercise session. The pedometer should ideally reach more than 15,000 steps a day”, he says. “It spends much of his free time on activities with his kids. For that you need strong lungs. “I go for several walks every day. It clears my mind and keeps me healthy – just like training and football. It gives you the energy for a good working life and a good family life.”
FOCUS / LOVE AT WORK
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