“When you truly understand people, success comes by itself.”

You’ve been in telephony and sales for many years. What has carried you through all these different stages?

Honestly: it was always this mix of curiosity and necessity. I’ve been in the industry for almost 13 years. I’ve really done everything – team management, call centres, lead generation, surveys, insurance, electricity and gas sales, securities, health insurance in Switzerland.

I’ve led teams, had my own small call centre, and worked as a freelancer. At some point you realise: you know the mechanics, you know people – but you’re still always looking for more.

And what changed when you came to yoummday?

Honestly? I stopped searching.

That’s perhaps the biggest difference. Before, I was always looking: what else is out there? What’s better? But since I’ve been here, I don’t do that anymore.

I work from home, I’m flexible, I can manage my own time. And yet there’s this structure, this support. The people are laid-back, helpful, genuinely human.

And yes – of course, money also plays a big role. It’s significantly more than what many others earn in the region. But it’s not just that. It’s the whole package.

You said you have a lot of experience in sales. Does that help you in customer contact today?

Very much so. I notice it every day.

At some point you develop a feeling for who’s on the other end of the line. Whether someone genuinely wants to buy, whether someone just wants to let off steam, or simply wants to talk.

I no longer see customers as “customers,” but as people in a situation. If someone is angry, I let them talk first. I might say: “Okay, I understand you, let it out.”

And that changes everything. People feel understood. And suddenly an escalation turns into a normal conversation.

What is good customer service for you?

Honestly: empathy.

Not the mechanical “Good day, welcome to…” – but genuine communication. Emotion, tone, interest.

When you speak like that, people notice it immediately. Trust develops. And in the end, most of them leave the conversation satisfied – even if they don’t buy anything.

Over two years, I’ve probably only had two or three really bad reviews. That says a lot.

Was there a moment that particularly stayed with you?

There was one month when I had over 90 reviews – normally it’s maybe 20 to 30. Everything was in the very good range.

Then I was suddenly called and thought at first I’d done something wrong. But it was the opposite: I was selected for an incentive campaign and received a trip to Berlin – 3 days all inclusive, with VIP events, a concert, and many international people.

That wasn’t a “bonus” – it was appreciation. And you don’t forget that.

And what motivates you most today? Money or something else?

Money is important, no question. Everyone needs it.

But the second major factor is freedom.

And the third is how people treat each other. How people work together here, how quickly someone helps you when you have a problem – that’s not a given.

I also help a lot myself. Not because I have to, but because I know what it’s like at the beginning.

If you think of someone just starting out – what’s the most important tip?

Patience.

That’s really the decisive point. The first few weeks are often confusing. You don’t see any results yet, the account often stays at zero at the beginning.

But if you stick with it, everything comes together.

After two to three months you understand everything. And then it becomes easy.

Many say sales can’t be learned – you have to be made for it. What do you think?

I think that’s wrong.

Of course there are people who have a natural talent for it. But most people develop it. Over time you learn how people react, how to lead conversations, how to build trust.

At the beginning it’s a lot about technique. Later it’s about people.

You don’t sell the product – you sell yourself through the way you communicate.

Thank you very much for the open and honest conversation, Kushtrim. It’s always fascinating to hear how much experience, passion, and humanity goes into your work. We wish you continued great success, good conversations, strong sales, and above all joy in what you do – and that you can keep passing on exactly that energy to others.