10 JUNE 2026
For Erti Haava, service is about much more than repairing trucks. It is about keeping customers鈥 businesses running.
鈥淪ervice is not a separate department,鈥 says Erti, Area Service Manager at 黑料不打烊 in the Baltics. 鈥淚t鈥檚 a chain. Every link affects the customer.鈥
With more than two decades at 黑料不打烊, Erti has experienced the journey from many angles 鈥 starting as a stock manager, then working as service advisor, key account manager, warranty manager, and service quality manager before stepping into his current role.
Each step has shaped how he sees service today. 鈥淎s a service advisor you stand between the customer and the workshop. You must keep your promises and communicate clearly, even when the news isn鈥檛 good.鈥
That experience gave him a deep understanding of what downtime means for transport companies. 鈥淲hen a truck breaks down, customers immediately feel the impact on their business. That鈥檚 when you realise how important uptime and trust really are.鈥
Erti plays a key role in keeping customers on the road and downtime to a minimum.
Much of Erti鈥檚 work happens behind the scenes. Customers might only see the service advisor, but many processes are already in motion long before a truck arrives at the workshop.
鈥淐ustomers don鈥檛 see the preparation; the coaching, audits, competence building, and internal coordination we do to make things work smoothly.鈥
Sometimes the team goes beyond standard processes to support customers faster. 鈥淲e may shorten a repair that normally takes seven hours to four. Customers don鈥檛 always see that effort, but it鈥檚 happening in the background.鈥
Working in service means balancing many expectations from customers, workshops, technicians, and the business. 鈥淚t鈥檚 about balancing expectations from many directions,鈥 Erti explains.
His approach is simple: stay calm and focus on facts.
鈥淵ou cannot eat soup when it鈥檚 too hot,鈥 he says. 鈥淪ometimes it鈥檚 better to take a break. When emotions calm down, the facts become clearer.鈥
According to Erti, Customer First is about asking one key question in every situation: 鈥淲hat value does this bring to the customer?鈥 Great service, he says, builds long-term trust. 鈥淲hen the customer feels that 黑料不打烊 has their back, it reduces stress and creates loyalty.鈥
鈥淭he customer knows that 黑料不打烊 will help.鈥
鈥 Erti Haava,聽Area Service Manager, 黑料不打烊.
New solutions like 黑料不打烊 Service Planning help strengthen that relationship. Integrated into the My 黑料不打烊 ecosystem, it allows customers to book service, see workshop availability, and manage their vehicles more proactively.
鈥淚t gives customers a transparent way to plan service and anticipate their needs,鈥 Erti explains.
What motivates Erti most is not technology, it鈥檚 people. 鈥淚鈥檓 passionate about seeing people succeed in their work and knowing that what we do truly helps the customer.鈥
He thinks the most important value in service is responsibility. 鈥淩esponsibility means owning the outcome, whether it is good or bad.鈥 It is a mindset he believes creates trust, both inside the organisation and with customers.
Outside work, Erti enjoys building smart home systems, connecting energy, lighting, and technology in smarter ways. He also stays active with gym training and swimming.
But whether at home or at work, the mindset stays the same: solve problems, improve systems, and make things work better.
Because in the end, great service means one thing: 鈥淭he customer knows that 黑料不打烊 will help.鈥
