Even though we don’t want to admit it, there are very few things on our operations that have 100% uptime. Everything that is mechanical or electronic is subject to a breakdown. Now when that breakdown happens to something mechanical like a tractor or center pivot, we have options.
Posts about Customer Stories:
Adam Gittins, General Manager of HTS Ag, discusses service plans and the importance of having an accessible team of ag experts to keep technology running properly. HTS Ag is one of the largest Ag Leader dealers in the US, based in Harlan, Iowa.
When a customer breaks down in the field during planting season, they want help right away. What they don’t want is to be sent to your personal voicemail or put on hold, only to be told that you’re on another service call and will get back to them in a few hours. Issues in the field result in high-stress and low productivity, especially in a time sensitive industry that is often at the mercy of the weather. Slow response times and lack of urgency makes for a bad customer service experience.
Cheri Klussendorf, Integrated Solutions Coordinator at Riesterer & Schnell, is responsible for pulling all information from Integration Solutions Consultants and making sure it gets billed to the correct client each day. Cheri discusses tracking time, giving customers value, and promoting service plans.
Are your customers left on hold too long, ending up in voicemail, or leaving messages to be manually routed somewhere else?
Anybody in a service department knows the importance of a responsive, team-based approach to support. When a customer is standing still with a ready-to-harvest crop, a prompt and quality response from your team matters more than ever. Customers are kept and lost in these moments.
If it's not running when your farmer customers need it, it doesn't matter what color the equipment is. No matter what color you bleed, we can all agree we're looking for a good customer experience. In this blog, we discuss how to drive dealer loyalty with a better customer experience.
Planting season is not for the faint of heart or for those who have to have eight hours of sleep each night. The stress of mother nature is enough to keep any farmer restless at night, even without a detrimental breakdown in the middle of a half-planted field.
Farmers rely heavily on their trusted advisors during planting season. They expect their trusted advisors to be there around the clock, to be their Superman for any issues that arise. When preparing for one of the busiest times of the year in agriculture, support teams expect to wake up to a voicemail box full of customer issues that will keep them busy into the night.
"We want to continue to expand at a rate that keeps us efficient. Efficiency is the most important thing to us. We're doing a lot of work with not a lot of people, so uptime is extremely important for us," says Joe Bloome III, President of Hi-Tech Farms, in Christian County, Illinois.
When a firework goes off, we see it before we hear it, due to the speed of light being much faster than the speed of sound. Now imagine your own dealership or company as the speed of light and your competitor as the speed of sound when it comes to customer service strategy. As humans we will never be quite to the speed of light or sound, but in reality what if there was something that did give your company or dealership a leg up in servicing your customers faster?