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Specialists in mirrors and surfaces


Customer case study

Successful collaboration sometimes begins unexpectedly...

IMAGINE if you had 30,000 mirrored doors recalled - from 2019 onwards - all of which needed to be replaced. This is what Lead Buyer Kim Lahnen from Nobia says - and elaborates:

"We suddenly found ourselves in this situation when some mirrors started falling off a shipment of cabinets we had delivered to Norway. Soon after, the case spread to Sweden.

And even though we hadn't bought the mirrored doors from Gern, CEO Hans Christiansen immediately agreed to help us when we asked."

Building on existing good cooperation

Nobia and Gern already know each other well.

Over the past 18-19 years, we have worked closely together on numerous bespoke and successful glass and mirror projects.

So when Nobia reached out in this unfortunate situation, to say the least, we immediately agreed to help:

"Even though the mirrors didn't come from Gern, they quickly set about producing new ones for us. Of course, such a big project is good business for them, but it is also a huge help for us. And even though we are in a vulnerable position here, Gern is not using this to their advantage: they could raise the price in this extraordinary situation. But they don't. That says a lot about the decency we always find at Gern."

Kim goes on to say that he also - based on his years of experience - felt most comfortable going to Gern with the unexpected and unwelcome urgent task.

The quality and safety of our products are among the characteristics he highlights here. And not least the chemistry of our collaboration: Throughout project after project, mutual respect and a good personal relationship and understanding have played a crucial role. Both sides of the collaboration approach every project with the desire to find the optimal solution. And we succeed every time.

Personal safety above all: What Gern understands

KIM LAHNEN from Nobia gives an overview of the process:

"When the case of the faulty mirrors started to unfold, we - and Gern - quickly realized what was happening first and foremost: personal safety is paramount. And if, for example, a small child was in the vicinity, falling mirrors could turn bad.

It turned out that the manufacturer of the mirror doors had used the wrong components. So we immediately had a number of new mirrors made by different suppliers as an alternative to the 30,000 discarded mirrors. We tested them thoroughly - both internally and externally.

Our major external German testing institute - which also tests the automotive industry - found, among other things, that the Gern mirrors were the best in the test: they held up, did not fall down, met all requirements and specifications - and were consistent throughout production."

Without compromising on agreed orders with other customers, we succeeded in reaching a joint positive agreement to produce 1,350 mirrors a week for Nobia for a period of time, so that they can get on with the job as soon as possible.

Our joint crisis management cooperation along the way has also been smooth - despite the fact that this type of work is always subject to continuous change as the case evolves:

"One moment it was all supposed to be bulk, the next single-pack. But Gern never got annoyed that things changed from one moment to the next. They had full respect and understanding for that. No hard feelings.

Another huge advantage of Gern is that they are always quick to make and implement decisions. There is not much waiting time. Delivery time and reliability are top notch. I never need to follow up with them to reorder an order. Agreements I make with Gern are kept," concludes Lead Buyer Kim Lahnen.

 Many thanks to Nobia - for the trust and the always positive cooperation.

April 19, 2023