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Lex van Bruggen (41)
Head of Product Management
Customer Care, Lely International
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Alfian Akbar (29)
Systems Engineer
Lely International
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Christopher Fitzgerald (44)
Area Sales Manager
Lely Australia
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Yoann Cado (29)
TSS Specialist Barn & Feeding
Cluster France Iberia
the quality of our products!
Four colleagues – with their own vision, background and perspective – react to one statement.
4 ON 1
What’s your opinion and why?
Yoann: 'I agree. Our customers not only expect troubleshooting, but they are also looking for a lasting partnership...
I like to repeat during training sessions that when a technician intervenes with one of our products, "it is not only the product that is broken, but also the customer". By this, I mean that it is not only the defective part that needs to be replaced, but also that we must explain what we do and reassure the customer. The most important thing is to stay tuned to the expectations of customers. A moment of exchange with them is never wasted time – on the contrary, it allows us to create a strong and lasting relationship and a friendly way of working.'
Yoann Cado (29)
TSS Specialist Barn & Feeding
Cluster France Iberia
What’s your opinion and why?
Christopher: 'Customers’ experiences build loyalty and trust. Customers put their heart and soul into this big investment − one that will most likely last throughout their lifetime and is often an investment for the next generation. The experience/journey, must be personal, engaging and positive. We must listen and build empathy, and understand why they are on this journey. Guide, don’t sell!
Never go into a meeting with preconceived expectations. Talk to the farmers and get to know what has driven their enquiries, what motivates them and their families. Find the emotion needed to build the relationship and rapport. If you can’t build trust and rapport, you won’t have customer engagement.'
Christopher Fitzgerald (44)
Area Sales Manager
Lely Australia
What’s your opinion and why?
Alfian: 'We engineers love to make a great product and are always chasing the "best result" from a technical point of view. But sometimes we forget about what our customers need. Having said that, I agree that the customer experience is more important than the quality of the product itself.
In my opinion, there is no such things as the best design with the best quality. It's all about answering the needs of the users of such a design, with all the constraints and limitations. It is best to start the project carefully to make sure we fully understand the scope and the needs before going into the design. Clear communication is key to ensuring a good start and a successful product.'
Alfian Akbar (29)
Systems Engineer
Lely International
Lex van Bruggen (41)
Head of Product Management
Customer Care, Lely International
What’s your opinion and why?
Lex: 'I agree. The quality of our products will influence the customer experience, but an excellent customer experience comprises a lot more than the quality of our products.
We need a certain quality level and Lely continuously develops its products to stay ahead of the competition in terms of uptime and service costs. But, particularly for our more mature products, the difference between products from different suppliers will decrease over time. The customer experience of the service, support and use of the solutions are crucial when farmers choose and remain loyal to a brand. Next to innovation, we need a "customer mindset" to be part of our DNA too. We all have a role in this.'
the quality of our products!
Four colleagues – with their own vision, background and perspective – react to one statement.
4 ON 1