Customer expectations

I think I spent too many years in sales.  30 years ago when I started with Pickering Seed Company the guy who signed me up could sell ice to Eskimos.  But he was absolutely terrible at managing a sales force.  He kind of left us high and dry right before planting season my first year of selling seed corn.  I called asking about some seed for a county test plot and all he would say was "You better call the company about that."  I went to a new season kick-off meeting in Indianapolis with Ken Fleck.  We were very dissatisfied.  We got there early and ended up helping set up some things.  In the process we spent a fair amount of time with some guy named Woody airing our opinions of how we had been treated. Later we found Woody was our new state manager.  One thing he said has stuck with me through the years.  He looked me straight in the eye and said "Now you know how not to treat people.  Your job is to treat them right".

That concept has been bouncing around in my head the last few weeks.  We have been kicking around trading combines  Our 15 year old combine is usable, but to get it back fully up to snuff we're going to have to sink $20,000 in it. The immediate problem is a main drive gearbox seal leaking, which has to be removed form the combine to be repaired. And it has ruined the main drive belt. And while you have it all apart fixing that you better replace the hydraulic drive coupler because it's been in there 5 years and is a weak point in the 2166.   The clean grain augers are worn out.  The unloading auger tube is worn so thin we had to replace the elbow this summer because the mechanic who did our combine inspection was afraid it was going to fail and drop the auger on the ground!  The horizontal tube is thin enough the metal has wrinkled at a critical point!  We found a piece of the top sieve had broken this fall and made a patch out of a piece of galvanized sheet metal from a furnace duct. There are 3 patches on holes in the bottom of the grain tank. The chopper blades need replaced. And we haven't gotten to the elephant ears and transition cone.  On and on.  And when I get done doing all that I still have a 15 year old engine and drive train in a combine worth $30,000 on a trade.  So we start looking online, and I make a few phone calls. 

I think the phrase is level of service.  Maybe it is customer expectation.  I guess it is a hazard of too many years keeping groceries on the table by being a salesman. The biggest deal I ever worked on was about $20,000, which 20 years ago was several copiers and typewriters.  If someone called my store and said "I'm thinking of spending $150,000" I'd be their new best friend.  I've contacted ... well, I won't name names. Let's just say I think I've talked to all the Case and John Deere dealers within at least an hour drive.  My approach has been pretty much the same:  "I've got --- and need to replace it.  I'm willing to spend $xxx per year on a good used combine."  My requirements were pretty simple, 4WD, at least a 20 ft platform, and $xxx per year.

I have 3 dealerships that have never called back.  One salesman came and looked at what I had, said he had several that would fit my needs and he'd get back tomorrow with some combines for me to consider.  I guess that old song was correct  "Tomorrow never comes".

Jerry at Schilling Brothers came out, looked at what we had and listened to our expectations.  I told him it would be like changing religions.  I'd never even driven a green combine.  He brought us out a machine to demo.  After we got caught up he took us to look at a machine that was being traded in. He even bought lunch a time or two.

Bill from Bane Equipment responded quickly, came and looked at what we had, and let us demo a combine and corn head.  And bought lunch.

OK, so I'm like a baby, feed me and I'm happy. 

It's interesting, Aman and I haven't really set a time line as to when things have to happen, but we both seem to have the idea that we need to make a decision by about the 15th of this month.  If we don't trade the 2166 in we need to get it in the shop and start taking it apart.  We also seem to have come to the same conclusions about which combines to consider.  We've pretty much narrowed it down to 2 machines.  Want to guess who the guys are selling them?

I just about tripped the trigger Friday, but Bill asked if I would give him until Monday morning.  He had a wild idea and needed to make a few calls to see if he could come up with something else.  I said "Sure".  Because the way thing are leaning right now, Adam isn't going to understand.