Henri Willig Maastricht wins Experience of the Month Award in October for outstanding hospitality

In this article, we’ll cover:

• The winning customer experience at Henri Willig Maastricht
• How the team works on continuous improvement
• The role of customer experience research in their success
• Tips for other stores to make a difference

Expertise and personal attention in practice

The mystery shopper was highly positive about the visit to Henri Willig Maastricht: “The atmosphere was warm and inviting, and the store was spotless and perfectly stocked. The shopping experience was excellent thanks to the personal service of the employee, who was friendly, offered proactive advice, and demonstrated outstanding expertise.”

“After I mentioned that the cheese was for a wine pairing that weekend and that I liked the savory onion flavor, the employee advised me to serve it with dips specially developed to complement these cheese profiles. They also actively encouraged me to taste different cheeses. From the warm welcome to the personal farewell, the entire visit made me feel valued and confident about my purchase.”

Delana van Deijck, Store Manager at Henri Willig, was genuinely surprised when we walked into the store in Maastricht. “I think it’s fantastic! I am incredibly proud of the entire team. This is truly proof of all our hard work!”

Delana has been working at Henri Willig for five years, and since January she has been Store Manager in Maastricht. “This is my home base,” she says enthusiastically. “I sometimes work in Den Bosch or even in Germany, but Maastricht remains my favorite place.”

A team that continuously develops

“The best part of my job is definitely the customer contact and the amazing team we have,” Delana says. With a team of seven, Henri Willig Maastricht creates an experience that mystery shoppers won’t soon forget. “Your colleagues set the atmosphere. It’s important that customers feel: this is a fun place, and I can freely ask questions.”

The strong team spirit at Henri Willig Maastricht doesn’t happen by chance. Delana, who has worked at the store the longest, emphasizes the importance of continuous development within the team: “We always have e-learnings, mainly provided by the company. We try to stay active with them. And we also have personal goal-setting and performance reviews each year.”

This driven approach ensures the team is consistently focused on delivering the best customer service. “We’re always working on developing ourselves, to make sure we can provide the best customer service,” Delana explains.

How mystery shopping helps Henri Willig improve

Henri Willig Maastricht takes Secret View’s customer experience research seriously. “I print every result for the entire team,” Delana says. “We review what went well and what we can improve next time. We take it seriously, and we genuinely find it important to achieve good scores.”

Regional Manager Frank van der Ree also emphasizes the value of the research:

“At Henri Willig, customer focus is extremely important. By using mystery shopping, we can now really identify where we can improve.”

The secret behind exceptional service

So what is the secret behind this award-winning customer experience? Delana’s advice to other stores is clear:

“I truly believe it starts with a strong team. If you have a good team and you keep developing yourselves, the customer can feel that things are done well here. That we have knowledge. And that’s the most important thing: the enthusiasm within the team, and bringing that across to customers.”

That expertise and enthusiasm are clearly noticeable. Mystery shoppers don’t just experience a sales pitch at Henri Willig, they are taken into the story behind the products. That is what makes the difference between a purchase and a full experience.

A reward for a driven team

The recognition as Experience of the Month is proof for Delana and her team that hard work pays off. “Fantastic. It’s a sign of the hard work we do here. And of course, we want customers to have a wonderful experience with us. This truly proves that they do,” Delana says proudly.

The award will receive a special place in the store, serving as a reminder of what a dedicated team with a passion for hospitality can achieve. Congratulations once again to Delana and the entire team in Maastricht!