In just a little while, the whole of the Netherlands will be sitting around the Christmas table. For many, this is the perfect time to get together with family. Just at home. Just with family. Or out for dinner, or in a vacation home somewhere. How are you doing?

 

By now, I know exactly how things go at our place. It's the same every year. My sister-in-law is already chatting on the doormat about all the wonderful things she's going to do next year. Summer vacation is already booked. But first, she's starting a new job. Oh yeah, and her list for the Top 2000 is already finished. The 2026 one, that is. My sister-in-law's counterpart is my brother. He sees Christmas as the benchmark of the year. So, there's a lot of reflection on the highs and lows of the past year.

During dinner, we talk about all sorts of things. Well, everything. If I'm completely honest, there are topics we avoid every year. Like any well-mannered Dutch family, we stay away from finances. Since the elections, we've also stayed away from politics. Fortunately, we do have a lot of laughter, though. Because conviviality is important when it comes to being together.

Sound familiar? It's surprising how much this resembles the WFM meeting in a customer contact environment. Also known as the supply chain partner meeting. The meeting where everything comes together.

The nice people: your creative department

If my sister-in-law were to represent a department, you'd immediately recognize Marketing, right? Perhaps this department would appear at your table in a different form: in the form of that uncle who always has a (bad) joke ready and is the one who does most of the talking. But what Uncle Jan actually does is one of the best-kept family secrets.

Our Marketing colleagues liven up the office. They devise campaigns, "do something with social media"—but what exactly? We see the results in customer contact, often afterward, when our volumes deviate again.

The Difficult Mother-in-Law: Finance

And then there's the mother-in-law. You know, the critical one who always asks, "How much did that cost?" or "Is that a wise choice?" She's not necessarily negative, but she is sharp. Yet, sometimes it feels like she's ruining the atmosphere. Harold from Finance, with his questions about the annual plan, sounds suspiciously like my mother-in-law asking how many calories are in the dessert. "What's the ROI of this customer interaction?" "Can we justify this budget?"

Everyone at the table

Christmas dinner is a mix of personalities. You have the quiet aunt, the busy nephew, the critical brother-in-law, and the cheerful uncle. And don't forget the children. They were supposed to be in bed at 20:00 PM, but are completely out of control due to a sugar overdose. Together, they form a whole that works—most of the time. It's the same with customer contact. Departments have different interests, styles, and ways of communicating. Marketing wants creativity and freedom, Finance wants control and certainty, Operations wants quality, and WFM wants to bring clarity and structure to the planning. It's a delicate balance. If one person becomes too dominant, things go wrong. If Marketing is given too much freedom without accountability, the budget can explode. If Finance is too strict, it stifles innovation. Just like with Christmas dinner, it's all about harmony.

But achieving harmony is easier said than done. Just listen to that Christmas choir while shopping. How do you ensure that your Christmas dinner and meetings sound like close harmony?

Just like our colleagues at the KCC do. By listening, connecting, and with a touch of diplomacy. You subtly shift the conversation to vacation plans, you compliment your mother-in-law on her outfit, and you make sure everyone feels heard by asking the right questions at the right time.

Just like with your supply chain partners in your meetings. It's about mutual understanding: why does Marketing do what it does? Why does Finance ask those difficult questions? Once you've explored that, understanding, respect, and collaboration emerge.

The role of the host

At Christmas dinner, there's always someone in charge. At home, that's me. That way, I know for sure the right wines are on the table. And it's the perfect escape to temporarily escape.

In a company, that's you! You ensure that all departments play their part, that disagreements don't arise, and that the shared goal—a successful year—isn't lost sight of. It requires leadership, empathy, and sometimes a little humor. Because just like at Christmas dinner, if everyone goes home happy, you've done a good job.

Celebrate the difference!

Christmas dinner and business operations have one major thing in common: diversity. Different people, different interests, one table. It's not always easy, but it's precisely those differences that make it worthwhile. Without in-laws, there's no critical eye, without marketing, there's no creativity. So if you're sitting at the table this Christmas and thinking, "Why is it so complicated?", consider a little professional deformation. But keep that settlement agreement for your mother-in-law handy.

(Ziptone/Mark Elschot)

Customer Experience, Featured, Opinions