The year 2025 has once again clearly shown us that customer focus is not just a buzzword, but a daily standard for decisions.
We are still a small company – and precisely for that reason, we try to meet each individual customer and every unique situation with attention and respect. Over the past year, we repeatedly asked ourselves whether we were living up to this claim. The experiences from 2025 have given us clear answers.
Taking Different Needs Seriously
The people who choose Gorilla Gesund are in very different life situations.
For some, it is about easing pain in everyday life, for others about being able to better support relatives. Our aim in 2025 was also not to overlook these individual needs – not just to process orders, but to listen, ask questions, and look for solutions together.
This approach takes time and is not always easy. But this is exactly where our conviction lies: trust arises where people feel seen.
Especially in phases when problems arose and not everything went smoothly, it was the encouraging, understanding, and often very personal feedback from our customers that gave us new energy.
A sincere thank you, words of trust, or the awareness that our efforts are noticed have repeatedly strengthened us to continue on this path. We are deeply grateful for this kind of support – it has motivated us to keep going even when it became difficult.
Growth Brings New Challenges
In 2025, the order volume noticeably increased. We are very thankful for that. At the same time, this growth brought new challenges.
Delivery delays, problems in logistics, or last-minute changes in production meant that not all orders went smoothly. For some customers, this meant frustration – and this was clearly communicated to us.
Our aim was not to avoid these situations. When problems arose, we tried to communicate transparently, offer alternatives, and take responsibility – even when the cause was not entirely in our hands. Not every solution was perfect, but our stance was clear: We stand by our customers.
Words That Also Hurt
Not all feedback was easy to accept.
In some cases, unavoidable circumstances were fully attributed to the seller, accompanied by words like "unbelievable," which were demotivating and could also hurt personally. These are moments that make one pause.
All the more important were the voices of those customers who, despite difficulties, showed patience, expressed understanding, and consciously encouraged us. This feedback carries weight – it does not diminish the criticism, but it provides support and guidance.
Nevertheless, we tried to understand even critical reactions as what they are: expressions of disappointment and unmet expectations. Instead of focusing on blame, we asked ourselves: Why did this problem arise – and how can we prevent it from happening again?
Structural Improvements Instead of Mere Damage Control
One of the most important developments in 2025 was the focus on preventive improvements.
We analyzed recurring problems, adjusted processes, and created structures to inform customers early – for example, in the case of foreseeable delivery delays or product-specific peculiarities. Transparency in advance is an essential part of trust for us.
We are not a company with perfect systems. But we want to be a company that learns, reflects, and continuously improves.
Grown Together a Bit
At the end of this year, the feeling is less one of having "grown bigger," but rather of having grown together.
Our team, myself, and many of our long-standing customers have carried this year – with patience, criticism, trust, and also with encouraging words that have achieved more than one might guess from the outside.
A Look Ahead
2025 was not an easy year, but an honest one.
In the future, we want to continue to choose reliability over speed, closeness over mass, and lasting relationships over short-term successes. We want to keep looking closely, taking responsibility, and not hiding problems but solving them – step by step.
We will not be finished in 2026 either.
But we will keep learning.
And at the heart of this learning will always be our customers.
Team Gorilla Gesund
31.12.2025
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