Your advantage in business

Every company today declares a “customer orientation.”

The problem is that 90% of these declarations end the moment a problem appears on the construction site.When a device fails, the manufacturer sends a technician or analyzes the report and finds the reason: “installation error on the installer’s part.” From a legal and terms-and-conditions perspective, the case is closed — the complaint is rejected.

The installer is left alone with the problem, an angry investor, and a halted construction site.The pro-customer approach at SONNIGER means a willingness to take responsibility even where, formally, there is no obligation to do so.

Even if we know the fault lies with the installer, we still replace the equipment with a new unit.True customer orientation consists of being ready to reject rigid procedures in favor of direct help.The cost of one replaced device is nothing compared to the cost of a lost relationship. That is why we do not hide behind helplines, bots, and formal letters. Our people talk to partners directly, and their goal is to solve the problem on the construction site — not to win a legal dispute. Do you agree with this approach, or is it too big a risk in today’s business?