100 Years of real, close Customer Service
Sundermann & Palm has been the expert for paints, wallpapers, floor coverings and tools for exactly one hundred years. As a wholesaler, the company primarily supplies painting companies and other commercial and private customers with utensils. A hundred years during which colours and materials have changed. The basis for the success of "SUPA", however, remains the same: a close relationship with the customer.
Schinkelstraße 66: This were the headquarters of the traditional Düsseldorf company before it moved to Flingern.
Colours used to be mixed by hand, however, nowadays computer-controlled systems have taken over. They use predefined colour formulas that always use exactly the right quantities of pigments and binders automatically. This guarantees consistent colour quality and the desired shade. The finished products are ready for collection at Sundermann & Palm or, if required, are delivered in one of three in-house vans. "Most of our customers come directly to us in Flingern," explains Managing Director Marcel Lauricella. Many use Click & Collect and order by e-mail or telephone and then collect their goods from the yard at Ackerstraße 195.
Sundermann & Palm's office and warehouse have been located there since the company moved from Schinkelstraße in 1979. "But sometimes customers call us and ask if it would be possible for us to drop off materials, partly because they don't want to give up their parking space. Of course, we're happy to do that, especially as we know the difficult parking situation in Düsseldorf," adds Lauricella with a laugh. He is about to celebrate 20 years with the company.
He started his professional career at Sundermann & Palm in 2005 as the first, but not the last, apprentice, gained experience as an authorised representative and was appointed the new Managing Director in 2017. His career fi ts in well with the traditional company, which has been characterised by continuity in team composition and good team spirit for decades. "Of course, we also have personnel changes from time to time, and three colleagues recently left us. However, like many others, they had second thoughts during the pandemic and decided to change industries. Basically, we've been working together as a close-knit team here for a long time," says Lauricella. Flexible hierarchies are the basis for this: "It can happen, for example, that someone from Sales helps out in the warehouse when there is a need there. We are all very flexible here and support each other."
From apprentice to managing director: Marcel Lauricella
The team currently consists of thirteen employees. Although no longer in an official position, Marlies Stange visits the site from time to time. She is the owner of the Sundermann & Palm premises, which include an office and warehouse as well as a showroom where customers can view colours, wallpapers and floor coverings, among other things. Stange's husband Hartmut ran the business for almost 30 years until his death in 2002 - years in which customer service was always at the forefront, as it is today. "Sometimes a customer would call at four in the morning and say 'I need something, straight away'. Then my husband had to get up, drive to the warehouse, get it and deliver it," she recalls in the anniversary publication that was printed to mark the company's 100th anniversary.
Hartmut Stange managed the fortunes of Sundermann & Palm for almost 30 years - even at night if necessary.
„It can happen, for example, that someone from Sales helps out in the warehouse when there is a need there. We are all very flexible here and support each other.“
Highly qualified employees are the best basis for being able to continue the close service concept into the future. Sundermann & Palm does not have to struggle with a shortage of skilled labour. On the one hand, as a specialised wholesaler, the company is a partner to many craft businesses in and around Düsseldorf, but does not work in the craft sector itself, where the shortage of qualified employees has recently become particularly acute. On the other hand, the company actively approaches young talents in order to win them over. "In addition to the traditional job adverts on the various portals, we also have our own Instagram account, which we use to reach young people in particular," explains Lauricella.
The Managing Director is feeling positive about the future. Despite inflation, the number of orders has been good, and he describes flexible pricing and a wide range of products, as well as a special customer-orientation as the basis for being able to compete in Düsseldorf in the future. A new online shop, which will soon appear on the Sundermann & Palm website, will also support this. •
Marlies Stange still visits the company regularly.
View of the Sundermann & Palm showroom.
Words: Dominik Deden
Pictures Sundermann & Palm GmbH & Co. KG