Dealing with people
- By: "Farm Tender" News
- US & World News
- Jul 05, 2019
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By Dwain Duxson - DelayPay and Farm Tender
Ag is a people industry, always has been, always will be (i think)
It's interesting, I started this Farm Tender thingo some nine years ago, and from day one, until this very day, it has always been a people business. Our website and app is our shopfront, but it's what our people do with you people behind all that is the guts behind the business. I am fully aware that if we waver from that, our business will start going backwards.
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Don't get me wrong, I love technology, so much so, I read about it avidly every day. I can also see where tech is making a huge difference in all different types of industries, including Ag. But at the expense of that, the people side is getting ignored
My interest was sparked on this subject with this headline in one the papers "NRMA shifted from tech to people and signed up 1.5 million members". This was the opening paragraph of the story "NRMA chief customer officer Emma Harrington says two years ago the group was charging down a "technology-led approach" to overhaul its 2.4-million member program before everything was up-ended to start with real people – staff and customers."
Look at Banks, haven't they lost the plot on this, thinking they can go all techy and taking short cuts to try and grow. It is, and will, come back to bite them. I put quite a bit of money in and out of a few ANZ bank accounts, but if I had a to call someone, I don't know of any people within the bank to call, or I don't have anyone specifically dedicated to us.
There are people in board rooms all around the world grappling with two words, "digital disruption", I get that, but they also need to address the customer issues.
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If the next Telstra CEO comes out saying they are going to dramatically improve customer service don't believe them, this is the exact statement the previous three CEO's have announced. Has Telstra's customer service improved? No. We have just got used to there shoddy service, and it's now what we expect.
Now none of us are perfect, we (at Farm Tender) are far from it, but we try, and we are constantly telling ourselves to "service the people". I have told all of the employees this the moment they walked in the door, and that hasn't altered. Sometimes we get behind, and we do make plenty of mistakes and sometimes forget to call people back, but it's not deliberate.
Dealing with people is the hardest job in the world, but it's the most rewarding when things work out.
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