Oldendorff Centenary Book - Flipbook - Page 109
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THE CLIENT COMES FIRST
RESPONSIVENESS
AND QUICK ACTION
HUMILITY DISARMS
We focus on serving our clients to
the best of our ability, so they make
us their “carrier of choice”.
Our people do their utmost to assure
the quality of service and the fast
and flexible responsiveness that our
clients have come to expect from us.
Every human being is an equal
member of the global community.
We are not better or more precious
than our fellow citizens are, wherever
they may come from.
100 years of experience in handling
all bulk commodities including
iron ore, coal, minerals, grains,
agriproducts, bauxite, alumina,
cement, aggregates, scrap, and
concentrates, as well as sensitive
unitised cargoes such as windmill
towers and blades, pipes, steel
and forest products, have provided
us with the expertise and tools to
avoid costly mistakes. We get the
cargo to its destination in good
shape and in an environmentally
friendly manner. This is what the
client expects and we will bend over
backwards to make this possible.
The ultimate goal is to provide a
problem-free service and put a smile
on our customer’s face. Sometimes,
it requires difficult negotiations to
get a contract that we know we
can perform well. We don’t bluff, as
that will only give us a reputation
for bluffing. We are honest with our
clients; we want to continue to be
their long-term partner.
We work on an equal and highly
responsive basis with each client
organisation, extending their
team’s capabilities in an efficient
partnership. We can implement
decisions quickly, because we have
highly experienced, empowered
professionals at work in our 20
offices across the world, on board
our ships, and in port.
The people our customers and
service providers speak to are also
the hands-on decision makers;
we don’t hide behind sales reps
or secretaries. It makes us more
accountable, responsive and
flexible; ultimately, it means we
deliver better value.
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We therefore have to stay humble.
Our motto is: “Wave the flag, but
don’t brag.” It means we have no
reason to be arrogant or unfair.
There is no need to impress our
clients with our past achievements.
We focus on what their objectives
are and how we can help them
achieve these objectives best.
If we can make our clients happy,
they will spread the word. Let others
mention our achievements, if they
feel they have reason to do so.
We need to stay humble and nimble
and concentrate on getting the
opportunity to serve clients and to
earn their trust. After all, we owe
our very existence to them.
