Last week, the Agfinity team had the privilege of attending the 20th FarmTech Conference. While we were basking in the heat last week, our friends to the east and south were complaining about how cold it was where they live and saying how nice it is in Edmonton, which, as you know, never happens. However, here we are now paying for it. It was great meeting and hanging out with you last week. This was Nelson, Clayton and Erin’s first FarmTech conference and they had a fantastic time.
The first keynote was given by Jay Baer, who authored the book “Hug your Haters”, speaking on how to embrace complaints and keep your customers. Well, I’m sure you can only imagine how excited the team was when I got back to the office this week and said, “to get less complaints we first need to get more complaints.” Not exactly the locker room pep talk they were hoping for; however, they are willing to take the challenge.
Jay mentioned a few things that resonate with the kind of company that we want to be and how we receive complaints and feedback. In the past we’ve taken the tried and tested stance of no news is good news rather than actively pursuing your experience and discussing what we can change so we can improve and grow. So that we can trade grain with you and your family and business for years to come.
Now for your part! We can’t get better unless you tell us what we’re doing wrong. Like I said previously, to get better and less complaints we first need more of them. Jay Baer mentioned that complaints are not your problem, ignoring them is.
I have no idea how risky this is, and in the back of my head have visions of Jared and the other traders rocking back and forth in the fetal position, but we know this will make us better. So…… after this newsletter you will receive a questionnaire, with only 2 questions.
- Would you recommend Agfinity to a family member, friend or colleague?
- Why?
If you could please fill it out and, moving forward, please give us your complaints and feedback, not just when things really go off the rails, but the little things as well. We may not be able to fix everything, and some of it might take some time, but we will respond when we can and write it down. We will also try different ways of getting your feedback not just the ways that work for us.
Thanks again for letting us serve you and we hope to get better at it everyday! Stay warm!
