What's customer service?

By Dwain Duxson

What's customer service? --- We all know that Agriculture is a relationship industry. Our family dealt with one Stock Agent for 3 generations. That's a pretty strong relationship. You guys would have similar stories too.

I read an article last week that started the importance of customer service in Ag, but they said it's hard to measure. I'd argue with that. The measure for Ag is that if you have been in business for some time and you are still going, you must be doing the service thing a little bit right. I know some aren't great, but they get by, but I don't think anyone is Telstra-like in the Ag space...

And it all takes time, lots of time and effort and the ones that don't commit to it fall by the wayside. 

Not only does customer service build relationships, but it also builds trust, which is arguably more important again. Once you have a trusting relationship, then, and only then, you have the ability to sell something. And if you do sell something, then that's how you measure customer service.

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