When clients feel sincerity: the story of Svetlana Yakovleva
Svetlana Yakovleva is one of those people who are spoken of with respect and warmth in the company. A distance sales manager, a person with vast experience and an open attitude towards people. In the fourth quarter of 2025, Svetlana became one of those who received the largest number of thanks from clients - and for those who work next to her, this is not at all a coincidence.
Svetlana has been with the company for over 30 years. She still remembers her first day: a little excitement after maternity leave, a new stage in life and a very warm meeting from colleagues. Then it all started quite simply: they said that she would work - and so it happened. Many years have passed since then, but for Svetlana the company still remains almost a home.
Her work is constant communication with clients, dozens of calls and many situations in which you need to find a solution quickly. It is this dynamic that motivates her. Every day brings something new — sometimes challenges, sometimes difficult questions, but they are what make you move forward, look for solutions and help people. Over the years, colleagues often turn to Svitlana for advice or support. Experience makes itself felt, but she speaks about it very modestly. She says that she herself learns a lot from young colleagues, because next to them you always want to keep up and move forward.
Speaking about the large number of thanks from clients, Svitlana does not look for complicated explanations. Her approach is very simple: to address people the way you would like to be addressed. With respect, without aggression and with a desire to really help. It is important for her that the client feels that they are heard here and that they are not just another call in the working day.
Thank-yous from clients are a special part of her work. When a client finds the time to say “thank you”, it means that you have really done something important. And it is precisely such moments, Svitlana admits, that inspire her to continue working.
That is why conversations with clients often go beyond dry work issues. Someone can share news, someone can joke, and sometimes the conversation turns to personal topics - about family, business or even pets. And this, it seems, is part of the same "secret of trust".
Even in difficult situations, Svitlana tries to remain calm. If a client starts a conversation with emotions, she is not in a hurry to respond in kind. First, she offers to understand, explain the situation. And if necessary, she pauses and calls back a little later. According to her, sometimes people just need a few minutes to breathe and continue the conversation calmly.
Over the years of work, Svitlana has helped many new employees adapt. And her main advice always sounds the same: in working with clients, there are no "bad" or "unimportant" people. Every client is important to the company - regardless of whether the order is large or very small. It is thanks to clients that both the work and the team exist.
Even on difficult days, she is supported by an inner sense of responsibility. Svetlana says that she simply cannot let people down - neither colleagues nor clients. And, perhaps, it is this trait that helps her to remain a reliable support for many for many years.
And outside of work, Svetlana has another important role - the role of grandmother. Her greatest passion today is her granddaughter, with whom she spends almost all her free time: walks, clubs, joint activities.
And, perhaps, it is in this combination - experience, responsibility, sincerity and simple human attitude - that lies the real secret of Svetlana Yakovleva. That is why clients trust her and so often find time to say a simple, but very important word - "thank you."