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 06-07-2000, 23:29 Post: 17014
turfman



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 Customers and Dealers

I am from Iowa, a friend of mine works for Deere at the Waterloo Plant, his job is to soothe the really irritated customer in the agricultral market. He related a great customer service story to me. There was a large scale farmer that called to complain about his dealer not taking the greatest care when his units went in for service. This operator had 4 model 8400 series tractors and had just taken delivery of a new 5th unit. These are huge units, the guy farmed about 6000 acres. His major complaint was that his tractors came back from the shop with the paint all scratched off the bolts and these then rust. Why the hell didn't the dealer paint the things after servicing the machine. He also said something about a scratched hood on the new unit. When my friend contacted the owner of the dealership he said he was aware of the bolt problem and had taken steps to fix it, as far as the hood went.....he was very aware of that and had also fixed that. He then told my buddy about the hood. Seems cab headlight had been burned out at the time of delivery and nobody noticed it and the operator wanted it fixed. The owner of the dealership needed to make a run in the area of the farm so he would stop and fix the light. When he arrived, he hopped on the hood of the tractor and proceeded to replace the headlight. When he turned around the farmer was standing on the hood of his new Lincoln Navigator. He asked the farmer what he hell he thought he was doing and the farmer replied,"Which cost more, your Navigator or my tractor?" The dealer called the shop immediately and had a new hood at the farm and installed the next day. The shop now paints all bolts removed from any unit and also doesn't service headlights from the hood and this policy was posted in the mechanics lounge. That is how to teach a lesson.






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 06-08-2000, 18:02 Post: 17040
Larry in MI.



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I don't know who that farmer was but I sure would like to shake his hand. Such a simple lesson with a lasting impact!






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 06-09-2000, 11:33 Post: 17069
Frank R Taylor



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I love it!!!!!






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Discussion Boards > Active Subjects > Messages as Posted > John Deere Review Forum

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