Zuivelhoeve Leersum wins the Experience of the Month Award in January with personal service!

How genuine interest can lead to a 100% score

At Zuivelhoeve Leersum, it’s not just about cheese and delicacies, but above all about the in-store experience. The mystery shopper experienced an engaging, advisory conversation with owner Paul Kortman, where he asked plenty of follow-up questions to arrive at the right recommendation:

“After asking what the occasion was, the employee also asked whether we were experienced or beginner cheese eaters. One answer wasn’t enough, as he also wanted to know whether we had often tried certain cheeses before.”

It was this combination of enthusiasm, expertise and genuine interest that made the visit special and ultimately resulted in a 100% score. “I experienced the conversation as really enjoyable. Paul genuinely made an effort to understand my wishes and requirements, which led to a conversation that left me getting back into my car feeling truly enthusiastic,” said the mystery shopper.

From hospitality to Zuivelhoeve

Paul Kortman has been the owner of Zuivelhoeve Leersum since September 2023. His entrepreneurial journey started in the hospitality industry. Through former fellow students, he became familiar with the Zuivelhoeve formula and was introduced to the store in Leersum. “The opportunity to take over this store came at exactly the right time. It was also close by, as I’m originally from Veenendaal. Since then, I’ve never looked back.”

Is he satisfied? “Absolutely. For me, it’s the perfect combination of hospitality and selling a beautiful product.”

Personal connection as the foundation of customer experience

For Paul, customer experience is all about personal connection.

“I think it’s important that people learn my name as quickly as possible. That I get to know their habits. That I understand their taste and can point them towards new products that match it.”

This approach builds trust. “You notice that you quickly gain something because of that. People mention your name, just like this shopper did in the survey. For me, that’s the real personal touch.”

This approach was also clearly visible during the mystery shopper’s visit. No standard sales pitch, but advice fully tailored to the customer, achieved by actively asking follow-up questions and showing genuine interest.

From vision to team culture

Paul brings this approach into the store every day and actively passes it on to his team.

“You can definitely see that colleagues adopt a lot. How you ask something, how you present it.” Employees are given the space to be themselves. “They’re absolutely allowed to push the boundaries a little, make a joke and really seek that connection. That way, you don’t get a standard experience. People remember it.”

The mystery shopping research by Secret View helps Paul stay sharp on this personal approach and see how it is carried out within his team. It confirms what is going well, but also provides insight into where there are still opportunities.

A well-deserved award!

Zuivelhoeve Leersum shows that strong customer experience starts with genuine interest, attention and the courage to truly ask the right questions. Congratulations to Paul and the entire team at Zuivelhoeve Leersum on this well-deserved Experience of the Month Award! 🎉