Behaviour towards dealers

[Robt]

Hi, so I’ve just read a rather disappointing post on social media. It was from a rather fed of colleague in the industry that is fed up of being spoken to in a rude manner and being sworn at. How is this acceptable in 2023. Yes we all get frustrated but why behave like this. I can pretty much guarantee if you speak to any dealer service manager they will say this happens far too often. As one from the other side, how do you all feel about this

 

[Drillman]

It’s not on, yes we’re all under pressure but some farmers do need to realise that dealers are allowed to make a few quid, and there staff are usually doing there best.

A farmer I once worked for said to me (as I was sat at his table drinking his beer) if I treat folks right I will get more out of them. Lot of truth in that.

 

[DieselRob]

20 years ago the workshop manager was likely to be someone who had come up through the workshop, knew all the machines in and out so when they got the “top job” they could answer most things on the phone. More often now the workshop manager is either a young post turtle or a people/time manager who is very good at running an efficient team but quite often has to go away and find an answer out. This can provide frustration when you’re looking for a quick bit of advice but certainly doesn’t excuse being rude to them, if I was rude to someone on the phone then I’d expect my query to go straight in the pile

 

[Robt]

20 years ago the workshop manager was likely to be someone who had come up through the workshop, knew all the machines in and out so when they got the “top job” they could answer most things on the phone. More often now the workshop manager is either a young post turtle or a people/time manager who is very good at running an efficient team but quite often has to go away and find an answer out. This can provide frustration when you’re looking for a quick bit of advice but certainly doesn’t excuse being rude to them, if I was rude to someone on the phone then I’d expect my query to go straight in the pile

While I agree to this. You don’t ring landrover or Audi and get given free advice on how to fix your car. The best workshop mangers aren’t the best techs that get promoted

 

[Green oak]

My local dealership has a great service manager. And he will put his overall’s on and fix stuff. Being a fitter previously. I’ve known him for 20 years. And remember he isn’t the one who set’s the price. It’s the top brass that do the maths.

 

[Drillman]

While I agree to this. You don’t ring landrover or Audi and get given free advice on how to fix your car. The best workshop mangers aren’t the best techs that get promoted

I would fully agree, a service manager, fitter or salesperson working at a car dealership would be in for a massive shock if they moved to a ag dealer. And in that respect us farmers don’t know how lucky we are.

 

[DieselRob]

While I agree to this. You don’t ring landrover or Audi and get given free advice on how to fix your car. The best workshop mangers aren’t the best techs that get promoted

Absolutely

Also to add to that. There have been good mechanics elevated to workshop manager job, got completely bogged down because they aren’t a people manager and then ended up leaving the business/industry.

 

[glasshouse]

Hi, so I’ve just read a rather disappointing post on social media. It was from a rather fed of colleague in the industry that is fed up of being spoken to in a rude manner and being sworn at. How is this acceptable in 2023. Yes we all get frustrated but why behave like this. I can pretty much guarantee if you speak to any dealer service manager they will say this happens far too often. As one from the other side, how do you all feel about this

Perhaps if the bills looked less like telephone numbers customers would be more polite.
Spare parts prices are a total ripoff, time at £80 plus per hour, its a nightmare
Time to go back to simple machines as big bud just did

 

[Robt]

Perhaps if the bills looked less like telephone numbers customers would be more polite.
Spare parts prices are a total ripoff, time at £80 plus per hour, its a nightmare
Time to go back to simple machines as big bud just did

This is not about bills. This is about basic respect

 

[Drillman]

Perhaps if the bills looked less like telephone numbers customers would be more polite.
Spare parts prices are a total ripoff, time at £80 plus per hour, its a nightmare
Time to go back to simple machines as big bud just did

Simple is fine but……

take tractors 12 hour day looming…../

choice of say a Ford TW35 (fix it with a box of spanners and a hammer or 2)

or walk past it and get on a New Holland T7 vario with autosteer.

i know what I be driving. And would have to accept the repairs as a result. most other people would do the same I’m sure.

 

[Norfolk Olly]

This is not about bills. This is about basic respect

Basic respect doesn’t except in society anymore, if your a workshop manager, salesman of 6 figure machinery or serving in McDonald’s people think it’s ok to talk to people how they want. The main reason for this in my opinion is social media, say what you want to who you want there’s no consequences

 

[som farmer]

we make a point of being really polite, to the person who answers the phone, usually a secretary, and ask who is the best person we need to speak to, and usually get straight through, or other helpful advice. Its not their problem, being polite, they help you. Being rude, they don't have to.

Service managers, or mechanics, have enough on their plates, without being cursed at, unless they deserve it. So polite but firm then.

one firm we deal a bit with, replacement ear tags, chap recognises my voice, asked him why, 'because you are one of the few, that are always polite'.

The real gain, is when you are in the shite, and desperately need 'something', if they 'like' you, they are more likely to go the extra mile, than if they don't.

 

[David.]

The problem may be related to the fact that SOME farmers have never worked for anyone else, not since they came home after college with a huge sense of entitlement, to be the number one son, and have never been told no; no doubt we can all think of such an individual. These are the types you are probably talking about.
There is no excuse for rudeness on a personal level. I do however think it is also acceptable to let people know, in robust terms, when you are unhappy with poor service that you have received.
As above, venting at people who are not at fault in any way is totally unacceptable, a bit of charm with the customer facing staff goes a long way towards getting the help you require.

 

[MF CI]

Perhaps if the bills looked less like telephone numbers customers would be more polite.
Spare parts prices are a total ripoff, time at £80 plus per hour, its a nightmare
Time to go back to simple machines as big bud just did

Have you had a car into the dealerships workshop lately?

 

[som farmer]

The problem may be related to the fact that SOME farmers have never worked for anyone else, not since they came home after college with a huge sense of entitlement, to be the number one son, and have never been told no; no doubt we can all think of such an individual. These are the types you are probably talking about.
There is no excuse for rudeness on a personal level. I do however think it is also acceptable to let people know, in robust terms, when you are unhappy with poor service that you have received.

if you are normally polite, then have a problem, it then takes on more significance, than if you are rude all the time.

quite agree, some farmers are most definitely not people managers, and whatever they think of themselves, they don't get the same attention, as someone being polite.

 

[yellow belly]

There a difference between being polite and assertive ,and rude abuse
assertive gets thing done with respect both ways

 

[Radio]

Remember a few years ago, the senior vet turned up to a call and I said , haven’t seen you for a while and he said I’ve been sending the younger vets to you as you won’t be abusive to them and help build their confidence up again. He said you won’t believe what they have to put up with. It’s hardly the vets fault if the animals are sick or are dying because the farmer’s messed up. Or the herd goes down with TB. Too many bullying farmers sadly. These vets or reps should just walk away or put the phone down. Yes some vets and reps are not good enough, but they tend to get weeded out in time.

 

[mobileweld]

I know of a farmer who genuinely got so cross he took off his hat and stood on it. In person, infront of the bloke he was annoyed with about a problem. I wouldn’t have coped in that situation

 

[Derrick Hughes]

All I can say Is that I speak to farmers all day long and I can't say any are ever rude and that includes 250 Jones's on my sage account not that I spoke to them all today

 

[DrWazzock]

I do my own repairs but rely very much on dealers’ storemen and workshop staff for advice. I’m a polite person anyway but particularly wouldn’t want to upset any of them. I need them.