Customer service and long-term relationships at Drahtwerk Wagener: interview with CEO Markus Giese

In the drawn wire and semi-finished products sector, technical expertise alone is no longer enough. Reliability, communication, and service quality play a decisive role in building long-term partnerships. We spoke with Markus Giese, CEO of Drahtwerk Wagener GmbH & Co. KG, about the strategic importance of customer service, marketing, and industry relationships in today’s competitive metalworking landscape.

How important is customer service for a company like yours? What about the timing of order fulfillment?

Customer service is a key factor for success. According to my personal point of view, it already starts with the very first contact. The way a customer is addressed is crucial: do we respond personally and directly to their specific requirements and expectations?

This initial exchange is followed by a detailed assessment of their needs and a tailored quotation. Once an order is placed, a prompt and clear order confirmation is essential. If any issues arise during production, the customer must be informed immediately so that solutions can be found together. In the event of a complaint, speed is particularly important in order to avoid further consequences.

Service also means being friendly, competent, and reliable in answering all inquiries, as well as delivering on time. Ultimately, the customer should be served in such a way that they are happy to place their next order with us.

According to you, how important are communication and marketing in this field? How does your company operate in this regard?

In marketing, it is essential to understand both the market and the competition. Equally important is providing clear and relevant information through external communication channels, such as web and print media, so customers know exactly which products and services they can expect from us.

Participating in key trade fairs and industry events is still indispensable. These occasions help us establish new contacts and strengthen existing relationships. In fact, one of the core tasks of our sales team remains identifying customers who are a good fit for Drahtwerk Wagener, both technically and strategically.

How are your relationships with other companies in the industry?

Relationships with other companies within our industry are generally very close. Success depends on strong cooperation throughout the value chain. Suppliers must be closely involved in order to meet increasingly complex customer requirements.

Since the potential customer base is limited, building trust-based relationships is essential. These partnerships often last for several decades. At the same time, knowing your competitors well helps you better highlight your own strengths and position your company clearly in the market.

For more information about Drahtwerk Wagener, we invite you to contact the company through the references on this page.

About Drahtwerk Wagener

With more than 150 years of industrial heritage, Drahtwerk Wagener GmbH & Co. KG operates within the KÜNNE Group. The company focuses on the production of spring steel wire with diameters from 0.5 to 10.0 mm, serving sectors such as automotive, mechanical engineering and electrical engineering. Its portfolio covers wire solutions for tension, compression and torsion springs, along with special grades for shot peening and upholstery applications.