Working together with customers for a sustainable future

Heta Tuomivaara, Senior Key Account Manager:

As we face the challenges of climate change and environmental degradation, the need for more sustainable practices has never been more urgent. I believe that the key to a more sustainable future lies in our ability to listen, understand, and collaborate. At Lindström, our approach to sales and customer care goes beyond merely providing products and services. It is about creating long-term, sustainable solutions that benefit both our clients and the environment.

Rising demand for sustainable practices

In recent years, I’ve noticed a growing emphasis on sustainability among our clients. Tender processes now regularly include detailed sustainability questions. I frequently respond to surveys that map the entire value chain of our service production. Clients also ask us to sign Supplier Codes of Conduct to ensure sustainable practices and conduct on-site audits to assess our compliance. From my experience, Lindström has successfully met these expectations. The increasing demands continue to drive us to refine and improve our operations.

Some of the most rewarding aspects of my work come from face-to-face conversations with clients. These discussions foster mutual learning and collaboration. They offer valuable insights into client needs and sustainability priorities while providing an opportunity to share how we can support their goals. When we talk about our circular economy-based textile services, the responses are often enthusiastic. We receive questions that reflect a genuine interest in moving away from traditional linear purchasing models toward sustainable solutions.

One memorable experience in 2024 involved a conversation with a long-term client about their renewed sustainability reporting obligations. We provided comprehensive information in a user-friendly format that fully met their needs. This exchange led to deeper knowledge sharing and strengthened our relationship, taking it to a new level.

Empowering social responsibility through workwear design

Social responsibility is another recurring theme in my discussions with clients. Many companies are focused on improving employee experience. Through our circular textile services, we can help our clients prioritise inclusivity, sustainability, and well-being in their workwear solutions. One of my most inspiring moments was participating in a Future Workwear Workshop last autumn, organised by our talented Design Team. This hands-on session brought together client’s employees from various professional groups – nurses, lab technicians, physiotherapists, and more – to co-design their future workwear. By involving those who wear these garments every day, we created not only functional clothing but also a sense of belonging and respect.

Meeting the need for verifiable sustainability efforts

Clients are increasingly seeking tangible evidence of sustainability efforts rather than general claims. However, the prevalence of sustainability rhetoric in the market often makes it challenging to compare responsibility claims across service providers. During one conversation, I asked a client’s sustainability director how they evaluate partners in such a crowded landscape. Their response was clear: a third-party verification is critical.

This feedback resonated with me, as Lindström’s Sustainability Report is assured by Ernst & Young Oy, we hold EcoVadis Platinum Medal, and we are committed to achieving net-zero emissions through the Science Based Targets initiative (SBTi)-approved goals. These measures, along with our digital solutions that enhance traceability and measurability, bring true value to our clients.

The EU’s Greenwashing Directive (ECGT) has further underscored the importance of transparency and accountability. While it is mandatory only for B2C businesses, Lindström has voluntarily adopted these guidelines and launched an internal education programme to ensure compliance. This important topic gained significant attention last year and has often come up in client discussions.

Learning through dialogue

Through systematic and informal dialogue with long-term and potential clients, we learn about shared sustainability challenges and gain valuable insights to refine our strategies. Feedback is crucial in shaping our services and offerings, ensuring they adapt to our clients’ evolving needs. At its best, attentive listening and true cooperation transform traditional customer-supplier relationships into genuine partnerships focused on the broader benefits of collaboration.

In conclusion, building partnerships with our clients is a commitment to a shared vision of a sustainable future. By listening to their needs, collaborating on innovative solutions, and prioritising transparency, we are paving the way for meaningful change. True sustainability requires a collective effort, and at Lindström, we are all ears and determined to do our part.

Customer dedication

Customer experience is at the heart of everything we do. We take pride in our long-lasting relationships with our customers, some of which have endured for decades.

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