Turning Customers into Fans
Interview with Sebastian Lauer, Partner and Marius Ollinger, Partner of ZAHL Gebäudetechnik KG
"We want to turn customers into fans" - with this philosophy, Marius Ollinger has been leading the Saarland family business ZAHL Gebäudetechnik through unstable times since 2019. From a politically driven heating boom to the current slowdown in the construction industry, the company has had to constantly readjust. At the turn of the year, Marius Ollinger hands over the responsibility to his successor Sebastian Lauer.
The traditional company founded in 1927 was taken over by Bertram Lauer in 2007 and incorporated into the G.U.T.-Gruppe – a consortium of over 60 medium-sized companies across Germany. Under Marius Ollinger, who joined as a partner in 2019, ZAHL expanded with the largest bathroom exhibition in Saarland and a second branch in Neunkirchen.
From Boom to Recession
Before Corona, the industry experienced a heating boom. 'Our Minister of Economic Affairs stood on stage and said: 'Now push the heat pump forward,'' recalls Marius Ollinger. But then came a turning point: oil and gas were once again the talk of the town, and the construction industry fell into recession.
Marius Ollinger's appeal to policymakers: "We need more foresight, so that businesses can plan." The G.U.T. group ranks second in the German market and enables investment even in difficult times.
Personal service as a recipe for success
While customers used to often chase after tradesmen, specialist companies now have to actively fight for orders again. "This is where the wheat is separated from the chaff," observes Marius Ollinger. At the same time, the business shifts from the private market to projects and public tenders. NUMBER relies on personal service: Each customer has a designated indoor and outdoor service representative. "There is no hotline, instead you call your field representative," emphasizes Marius Ollinger. Often, genuine friendships are formed over the years. Concurrently, the company digitalizes with the platform 'Online Plus' - a shop with complete product documentation.
Generational Change with Continuity
At the turn of the year, Sebastian Lauer, who has been with the GC-Group for 16 years, takes over the business. "My first goal is to win over the employees and customers," explains Sebastian Lauer. In the long term, he wants to further expand his position as a leading provider in Saarland and Rhineland-Palatinate. With around 20 employees, ZAHL is well positioned. The philosophy remains: "We want to turn customers into fans – through trust and competent support. When you love what you do, people notice it too."