"Demanding customers aren't a nuisance, but rather an opportunity"

With pleasure. I first trained as a wholesale and foreign trade clerk and was subsequently employed for two years before joining the German Armed Forces for 15 months.

In 1986, I then saw a job advert: BLANCO, as the company was called back then, was looking for a commercial kitchen technology clerk. This was something I really had no idea about at the time. But that's exactly what made me curious! After this, I then worked in the company's back office for ten years.

Well, it went something like this: Until that time, I'd been working in a field office in Dachau, which operated largely independently of the Oberderdingen site. When this location was closed down, my desk was gone. I then found myself sitting in a company car with a mission: "Ok, let's get to it!" (laughs)

Like I was forced to leave a sheltered log cabin and run out into a snow storm (laughs). Fortunately, my customers gave me a warm welcome. The knowledge and, perhaps more importantly, the contacts I had gained from ten years of office work really paid off here.

Basically, it's the changeover to a working day that you have to structure completely yourself. Many younger colleagues have often asked me: "How do you actually organise yourself? How do you plan a month, week, day?" After all, office staff typically work to a fixed schedule – turning their PC on in the morning and then off again in the evening. This clear boundary simply doesn't exist in the field. Suddenly you're working from home and have to make a very conscious decision about what is private and what is professional. I found it quite exciting to first define these separate spheres and then fill them sensibly.

No, the needs and plights are actually the same throughout Germany. Although I should point out that Bavaria is obviously the best state with the most delicious food, the most beautiful landscape and the nicest people. I don't really see any regional trends. But you've given me an idea: Perhaps we could design a serving counter with a white and blue diamond pattern?

The crazy pace at which our working world now moves. I always say I'm a living fossil. We used to have telex strips – as fax machines had not yet even been developed. Today, information and tasks are distributed in seconds with a mouse click.

My first boss at the BLANCO sales office – the man who hired me back then – definitely had a positive influence on me. I was still young at the time and tended to get rather grumpy when customers made requests that went beyond the typical scope. In particular, we often had discussions about delivery times.

I can recall one occasion, when a customer desperately needed a small quantity of GN containers the very next day. However, our trucks were not scheduled to be on the road again until the following week. It was clear to me that there was no chance of this happening, so I blocked it. The customer then asked for the boss, who – to my complete surprise – simply handed me the car keys: "Drive to Neu-Ulm and deliver the goods to the customer." This was no small undertaking, as the location was some 100 kilometres away. Isaid to him: "If we start doing special favours like this, people will eventually expect them all the time!"

His response: "The customer won't get this kind of service anywhere else. This is precisely what makes us indispensable to him."

That completely changed my thinking. Demanding customers aren't a nuisance, but rather an opportunity. The willingness to go the extra mile makes us valuable to our business partners. This is something I internalised – and I still work to the same principle today.

I think so, yes. Although it is important to note here that talking about your own strengths can quickly border on self-adulation. However, I do believe that my willingness to do what is necessary is both recognised and honoured by those around me. Continuity is certainly another asset that I can use to my advantage. After all, there is scarcely anything more damaging to customer relations than constantly changing contact persons. Next year, I'll have been working in this career for 40 years. For my customers, I'm a consultant, problem solver and "punchbag" all rolled into one – in other words, I can also take a verbal beating when necessary. I enjoy a close relationship with many of my customers, some of whom I almost consider friends in the meantime. In such fast-moving times, this is something unique. It's also precisely what makes the key difference.

I don't really have a "typical" working day, which is what makes the work so appealing. Every week looks different. However, a significant chunk of my time is spent on office work, i.e. planning, producing drawings and researching offers.

In specialised retail support, a lot of things are based on a relationship of trust that has grown over the years, where conversations are generally calm and relaxed. There's also a need for advisory services at schools, retirement homes and so on. Complaints processing is obviously another important area, as this often produces the first contact with end customers. You can only really prepare the material for this, as you never know what type of person you'll be dealing with. Whether interpreting moods, assessing situations or building a relationship – there is a strong psychological component to my work.

However, "at the front" is where it really starts to get exciting. For example, I love trade fairs, that feeling of being in the limelight and having to constantly deliver. I feel incredibly comfortable there.

For me, it's a question of continuity – as well as the attempt to keep precisely this principle alive in a fast-moving age. I'm also motivated by the team spirit with my colleagues. It's good to talk to each other, especially when things get tough. Even just asking the question: "How are you doing at the moment?" shows that you care and are part of a bigger picture. It's really important to get rid of the feeling that you're somehow a lone wolf – otherwise it can drive you crazy. I'm not a lone fighter, my success is always a team effort.

And then you have your own personal benchmark: How many customers were you really able to satisfy today? If I hang up the phone after a call and think: Yes, you really helped the customer there – that lifts my mood immediately. But if not, I feel sick as a dog. One complaint weighs more heavily on me than ten satisfied customers. It's this mixture of ambition and responsibility that motivates me.

I drive up to 40,000 kilometres a year in my car – so I really need a way to balance this out. For me, family comes first. Thankfully, I'm happily married, have two wonderful daughters and twin granddaughters that I love spending time with. I also enjoy sitting on our terrace with a glass of Spanish red wine in my hand. If that sounds rather boring, that's because it is. And I love it! (laughs)

Then there's our dog. Taking long walks or hikes is a great way to exercise and stay in shape. And something I must not forget: my passion for classic cars. American models, I have two myself. I really love meeting up with other passionate people for petrolhead chats or trips across country.

Admittedly, what we're all being asked to do at the moment is very challenging. These constant disaster reports, the mood, the heaviness – it all has an impact. I would like to see more faith in the future, more lightness.

Our market has also become more difficult. There is little money available for investment, and things are unlikely improve in this regard. So, with that in mind: Yes, I'm definitely looking forward to my retirement. This will allow me to take a step back and assume the role of observer – like one of the two old men on the balcony in The Muppet Show.

And I'm obviously also keen for the family to play a greater part in my life in future. I really don't see enough of my granddaughters. Someone once said: Being a grandfather is the last great duty in a man's life. I'm keen to take on this duty – whether my family likes it or not! (laughs)