Fabio Ferretti: thirty years of solutions at Etoile

From after-sales to building lasting trust, the technician who turned precision and listening into his working method

Known by colleagues and clients as an essential point of reference, Fabio Ferretti carries nearly thirty years of experience in Etoile’s technical and commercial office. His expertise is evident every day in after-sales management: from resolving critical issues to cultivating long-term, trusting relationships. In this interview, he shares how to tackle the most delicate challenges and why, sometimes, the best solutions come from a balance between technical precision and human listening.

Fabio, with your long experience at Etoile, you’ve become a true guiding figure for colleagues, helping them navigate both technical and commercial challenges. What does this role mean to you, and which values do you aim to share every day?

I’m grateful for the trust I’ve received over the years. My role is to act as a bridge between clients, the sales network, and internal departments: listening, understanding the context, and turning requests into workable solutions. The values I bring every day are availability, clarity, and teamwork. With colleagues, I aim to foster a genuine collaborative atmosphere, where everyone feels responsible for the outcome and shares information and expertise; with clients, I focus on reliability and consistency: knowing there’s always someone to respond and take care of the issue truly makes a difference.

Clients often come to you with tricky situations or urgent technical needs. What are the most common challenges, and how do you turn them into opportunities for collaboration and trust?

Clients know they can rely on me to take ownership of the issue and bring it to a solution quickly, involving the right people along the way. For me, everything starts with careful listening and a clear plan: understand the problem, check the details, and share the next steps. Teamwork makes all the difference — fast responses and open communication often turn a challenge into a new moment of trust.

Experience teaches that no two problems are ever the same — but there are strategies that help handle them effectively. How do you prepare to face a challenge? What are the key steps, from the first conversation with the client to finding the most suitable solution?

I always start by listening and reviewing what the project included, what was done on site, and what timing or constraints we’re dealing with. I identify the causes, propose the most effective solution, and immediately share it with the people who will carry it out. Every case is different — and that’s exactly what makes the job so interesting. The strategy stays the same: understand clearly, act quickly, and follow up with results. Every response has to be tailor-made.

Your job isn’t only about technical skills — it’s also about listening, connecting, and building trust. How important is the human side when working with clients, and how do you show that there’s a whole team behind every project, not just one person?

It means a lot. Trust with clients is built through clarity and transparency — explaining what will be done and when really makes a difference. I always say “we,” because there’s a whole team behind every project. It’s the company responding, not just one person. You can feel it in the constant updates, the teamwork in key moments, and the speed we bring to every solution.

The workplace world is constantly evolving — with new technologies, a stronger focus on wellbeing, and more personalized spaces. In your view, what will be the biggest challenges for Etoile in the future, and how do you think your experience can help face them successfully?

Today, the most requested topic is acoustic comfort — clients are asking more specific questions, and the market demands measurable solutions that can be implemented quickly. My contribution is being on the front line as the “front office”: understanding needs, activating the team right away, and bringing feedback to the company to improve products and details. After almost thirty years, that’s the value I can offer — hands-on experience and the ability to turn it into real, practical answers.