Scan Magazine | Special Theme | Danish Enterprises to Watch
The customer is king Leading by example, Dansk Overflade Teknik (DOT) offers the latest application techniques in hot-dip galvanisation and other types of corrosion protection products. The company is revolutionising the corporate service landscape in Denmark and, by establishing that the customer is key, demonstrating an exciting way forward. By Susan Hansen | Photos: Dansk Overflade Teknik
Henrik Steen-Jørgensen, managing director, has led the company for the past six years and overseen the transformation from manufacturing to clientfacing enterprise, delivering with a clear service-driven mindset. Steen-Jørgensen explains what DOT’s values are about. “It is about making sure that we move with the customer, adapt to their needs. Typically, the customer is unlikely to lower their standards, so we have to follow them every step of the way in order to deliver.” DOT’s level of success is evident; their annual turnover has risen and the company has recorded an increase in growth. Implementing a corporate business model and working to strategies is proving a success. Being strategy-driven and having the ability to work consistently involves set90 | Issue 95 | December 2016
ting time aside to provide staff training, so they can deliver to and maintain standards, says Steen-Jørgensen. “We place emphasis on the customer through our work and see benefits from using methods to achieve that. Our staff must get to grips with the concept of providing a service and communicate clearly with the customer in order to be part of our business,” he says. “We are changing the mindset of staff members who have contact with customers, right from sales executive and driver through to any production staff and goods receipt teams. The customer makes up the main part of our business process and needs to receive an excellent service, and we want to go the extra mile in order to give them a sublime experience.” The majority of their clients produce steel and wind turbines and are based in Denmark, Germany and Sweden. Customer feedback has been excellent so far.
“In our customer satisfaction surveys, we receive the type feedback we can expect based on the process that we apply,” says the managing director. “We communicate well, work efficiently, offer good solutions, build effective working relationships and deliver what is expected.” The customer is always right – but even when they might not be, the importance is to communicate this clearly. DOT has five offices at present, three in Denmark and two in Sweden. Going by the signs, we may well continue to see them popping up.
For more information, please visit: www.dot.dk
Promoting Brand Scandinavia. Featuring interview with Swedish skiing ace Charlotte Kalla.