Customer Disservice

Let me just state for the record that I normally love Southwest Airlines. Not only is the airline inexpensive, but it is one of the only ones left that doesn’t charge extra to check bags. This said, however, Southwest could use a little training when it comes to handling misdirected or lost bags.

Last week, I happened to be attending an industry event with a few co-workers. While we all arrived just fine at our destination courtesy of Southwest (Minneapolis), one of my co-worker’s checked bags didn’t. Long story short, he called the next day to find out if the airline had managed to locate his misplaced bag.

“The good news is we’ve found your bag, but the bad news is we aren’t sure where it is,” was the customer service representative’s exact reply. When pressed to explain this seemingly contradictory statement, my co-worker was told that although Southwest knew what city his bag had been misdirected to (San Antonio), it wasn’t entirely sure where in that particular airport his luggage was at that point in time.

Luckily, the bag finally showed up in Minneapolis later that evening, and my co-worker could finally change into some fresh clothes. Of course, the whole episode got me to thinking about how companies provide service to wronged customers. While I have to give credit to the Southwest customer service representative for telling the truth to my co-worker, her response could have come across in a more positive way. Something like “yes, we’ve found your bag and it will be on its way to you shortly” would have sounded a lot more professional while still being a true statement. Obviously, this Southwest customer service representative hadn’t been properly trained in how to respond to lost luggage inquiries.

So how prepared is your dealership to respond to grower-customer inquires? Has your operation taken the time to provide at least some training to the employees when they are asked to field a phone call from a dissatisfied customer?

This is definitely something to think about as we head into the busy fall season. I’m sure you’ll agree that at no time do you want one of your employees to tell an unhappy grower something like “we know what crop protection product was applied to your field; we are just not sure which field it ended up in.”

Leave a Reply

Latest News
Ag retailer at computer
Matt Hopkins5 Lessons Learned From Launching An Agricultural Data B…
October 7, 2015
Like many other industries, agriculture has witnessed big data rocket up the corporate agenda. And as an ag media company, Read More
Tom Vilsack
CropLife 100USDA: Ag Retailers Posted Record Income, Revenues In 20…
October 7, 2015
Agriculture Secretary Tom Vilsack today announced that the nation’s farmer, rancher and fishery cooperatives posted record income and revenue in Read More
FungicidesNew Corn Disease Confirmed In Illinois
October 7, 2015
Symptomatic corn leaf samples from Champaign County, IL, have been confirmed positive for the bacterium Burkholderia andropogonis (Pseudomonas adropogonis (Smith) Read More
Crop InputsBASF Expands Production Capacities Of Biological Soluti…
October 7, 2015
With the opening of its expanded Littlehampton, UK production site, BASF is strengthening its ability to sustainably meet the growing Read More
Dupont Pioneer
Crop InputsIs A DuPont-Pioneer Split On The Horizon Following CEO&…
October 7, 2015
The abrupt departure of the top executive at chemical and seed giant DuPont has reignited the debate over whether the Read More
DTS10 Sprayer Hagie
SprayersHagie Introduces 2016 DTS10 Self-Propelled Sprayer
October 6, 2015
Hagie Mfg. has introduced to the market the newest and most innovative member of its product family, the 2016 DTS10. Read More
Industry NewsSimplot, Agrium Execs Added To TFI Board
October 6, 2015
The Fertilizer Institute (TFI) announced the election of Garrett Lofto, president of the agribusiness group at J.R. Simplot Co., to Read More
Corn Field
Management‘Land Grabbing’ Grows As Agricultural Resou…
October 6, 2015
Since 2000, more than 36 million hectares — an area about the size of Japan — has been purchased or Read More
Mahindra Implement
Industry NewsMahindra USA Expands West Coast Presence
October 6, 2015
To meet the growing demand for Mahindra products,  Mahindra USA is expanding its West Coast facility with the opening of Read More
Corn Stover Stubble
Crop InputsNew Microbial Product Unlocks Nutrients, Reduces Costly…
October 6, 2015
Trash, stover, residue — regardless of the term, postharvest debris is increasing and causing more frustration and detriment to overall soil Read More
Precision AgPurdue Releases 2015 Precision Ag Services Dealership S…
October 5, 2015
In the spring of 2015, CropLife magazine and the Departments of Agricultural Economics and Agronomy at Purdue University conducted the Read More
Monsanto Sign
Eric SfiligojMonsanto And Syngenta: Stonewall Street
October 5, 2015
Recently, I was taking part in an industry-related golf tournament and happened to find a lost golf ball sporting a Read More
Greg Musson, Gar Tootelian
StewardshipGar Tootelian, Inc.: Making A Difference In ‘The Valle…
October 5, 2015
For the Environmental Respect Awards program, sponsored by DuPont Crop Protection with assistance from CropLife® and FCI magazines, the Ambassador Read More
Fiberglass Tank Workers at Precision Tank & Equipment
EquipmentPrecision Tank & Equipment: 50 Years Of Growing
October 4, 2015
Looking out onto the production floor of the fiberglass/stainless steel tank manufacturing facility in Ligonier, IN, David Hemming, president/CEO for Read More
Syngenta Sign
Crop InputsScience & Strategy Spur Syngenta’s Crop Protection …
October 3, 2015
Developing a crop protection portfolio is a lot of science and a little serendipity. “There are a number of things Read More
Dan Schaefer and Jason Solberg IFCA
StewardshipIllinois Fertilizer & Chemical Association: Tacklin…
October 2, 2015
You’ve got to be doing something right if lots of people keep coming to you for advice. That’s what’s happening Read More
LegislationFall Fertilizer Transportation Could Be At Risk With Po…
October 1, 2015
Failure by Congress to extend the deadline for the implementation of Positive Train Control (PTC) on the railroads could gridlock Read More
Weed ResistancePPO Resistant Pigweed Hits The Mid-South
October 1, 2015
If you’re a soybean grower already entangled in troublesome weed resistance in the state of Arkansas, Mississippi or Tennessee, you Read More