I was away last week doing a bit of a road trip with Service Dealer's owner Duncan Murray-Clarke around the north of the UK (thanks to Chris Biddle for holding the fort here by the way).

We took the opportunity to get out and about, visiting a major manufacturer, attending a trade association event and importantly, calling in on a variety of dealerships. Always an incredibly valuable activity, you can't beat getting out there and chatting to people face to face.

I'm not telling dealers anything they don't know here, but interpersonal relationships are vital in this industry. It's how you make sales and how you get customers returning to your store again and again. In our travels last week we met some wonderful people, who are doing marvellous things in their dealerships - building relationships in their local communities to engender customer loyalty.

One dealer summed it up for us when he said he just wants to treat his customers the way he'd like to be treated himself. "If my customers go away happy," he said, "then I’m happy. They’ll leave here and tell someone else what a great experience they had."

Which is why when you hear tale of someone doing it so wrong, it stands out like a sore thumb.

Naming no names, we heard of one retailer whose customer service was so bad, a dealer up the road was thinking of buying them a bottle of something for Christmas to thank him for all the customers which were sent their way due to this guy's rudeness!

It beggers belief that an independent business can act like this - especially in this climate where retention of customers is so vital for small firms. But it was a fact, customers were walking out of this store, vowing never to return - simply because of how badly they had been treated.

You can hold franchises for all the best equipment and have the swankiest showroom, but if you have an aggressive, rude, disinterested or surly attitude, there is simply no need for a customer to deal with you. There is always another option relatively nearby.

Of course you are going to come up against, let's call them difficult customers from time to time. But there are well worn methods for dealing with these types to diffuse the situation. Sales experts will tell you to never argue; to listen and let the customer vent; to show the customer you care; and to look for solutions which can rectify the perceived problem.

All good dealers worth their salt know this. What you don't do is act offhand and uncaring as soon as someone walks through your doors - which is precisely what happened to Duncan and I when curiosity got the better of us!

Yes, we couldn't resist seeing for ourselves if what we'd heard was true, so we took the opportunity to pop into this particular business. It was like something out of a comedy sketch how unwelcome we were made to feel. The monosyllabic grunts and complete lack of interest in engaging in with us had us on our heels within a minute. It would be funny if it wasn't so tragic.

Thankfully, businesses like this are almost unheard of in this sector. Those that do choose to act like that, well, the dealers nearby will be benefiting from an exodus of their customers. Such an unprofessional manner, will inevitably cause a small business to be unsustainable for any length of time. 

Returning to one of the many great guys we visited last week, he hit the nail on the head when he said, "Every customer we get returning to the store, well that's another pound in our pocket."

Service Dealer's Duncan Murray-Clarke and Steve Gibbs on their northern road trip last week

It has been announced that from March 1st 2019, Agrifac UK will take over the business of HARDI UK.

An official statement said, "With both brands being committed to the long term development of crop protection, as well as being subsidiaries of the EXEL Industries Group, the merge between the two companies is seen as an appropriate and positive step forward for the future production of crop spraying equipment."

Both brands will continue to work as separate entities under the EXEL Industries Group of whom they are owned by, with Agrifac providing local support for HARDI UK from their UK base. Support will consist of sales, marketing, service, parts, finance and administration activities, and will mean that the two companies will work in synergy with one another.

Spare part support and handling for HARDI UK customers will be taken care of by HARDI North until June 2019 to secure optimal deliveries and service to dealers and end-users. Parallel with this, spare part facilities will be available from the UK, and training of back-office will be carried out.

HARDI representatives from across the UK will remain the face of the brand to the market, with the takeover bounding no change on existing relationships with current and prospective customers of each of the separate brands. Improvements will be made to support HARDI UK to allow and prepare for future growth, as well as enable the brand to meet the demands and pressures of the market.

In addition, support will be provided across the HARDI UK dealer network by way of importing of machines. Agrifac UK will now import HARDI products, which will continue to be distributed through the HARDI UK dealer network.

After the success of Agrifac UK partnering with HOLMER Maschinenbau back in 2013, another subsidiary of the EXEL Industries Group, Agrifac UK and HARDI UK say they are keen at the prospect of mirroring this partnership and developing the brands similarly. It is hoped that the takeover will play a huge part in the longevity of crop protection within the industry, and over time, will enable new innovations to be produced along with a more forward thinking way of protecting and nourishing the land.

Andy Carse, managing director at Agrifac UK said, “We really believe that joining together with HARDI UK will help develop and support customer relations; something that is imperative for such a huge name within the industry. The in-house operations we can lend to HARDI UK will prove a tremendous help. With current support to the UK dealer network only available from overseas teams, consolidating this within the UK means we can help HARDI streamline their efforts, and target the UK market more efficiently and effectively.”

Peter Dahl, sales and marketing director for HARDI North added: “The demands for high service capability and parts supply will be much higher in the future. With joint forces between the two specialists, HARDI and Agrifac, we will continue the development solutions for end-users to offer the best plant protection within the marketplace.”

Garden Trader, the website that puts independent dealers in front of prospective customers at the point of purchase, has seen excellent re-subscription levels this year, says the site's owner Duncan Murray-Clarke.

Garden Trader features video of real dealers

Duncan, who also owns Service Dealer, said, "We are delighted that the vast majority of dealers who were signed up last year, have now chosen to re subscribe for 2019. We have also seen many new dealers joining the Garden Trader community for the first time.

"We couldn't be more pleased with the understanding of the concept amongst the dealer community and also with the uptake. We now have a great spread of businesses subscribed throughout the UK and there is still a steady influx of dealers signing up on a daily basis."

Duncan explained that there is hard evidence the site is working and Garden Trader delivered an average of 550 very warm leads to each dealer during the launch phase and that they are looking to better that this year via a strong marketing plan. 

The site has also gained recognition from respected manufacturers and suppliers."Husqvarna and Henton & Chattell are currently supporting us as site sponsors," explained Duncan, "and we are expecting further support during the course of this year.

"I believe that this site is a crucial link between the customer researching online and our great dealer network in the UK.  Once again throughout 2019 I can confirm that all revenues will be ploughed back into promoting the site, to make it ever more visible to the buying public.

"Also don't forget, every dealer can monitor their listing's performance by logging in to their page to see that they are getting unrivalled value for money. Numbers don't lie."

Visit www.gardentrader.co.uk to find out more.  If you need help please email nikki@theadplain.com.

The UK distributor of Ferris, Wright and Spider mowers and Jensen woodchippers has announced new leadership.

Divisional director Tim Lane, who established the Machinery Imports business at T H White in 2016 and has been instrumental in the growth and success of the business, is moving onto a new role after 19 years at the company.

Bill Johnston has now assumed the role of head of Machinery Imports from 1st February, taking full responsibility of the management of the division.

L-R: Machinery Imports general manager, Clive Carter, with new head of Machinery Imports, Bill Johnston.

“I joined the T H White Group in 2015 as a woodchipper specialist and since early 2017 have been responsible for Jensen UK, building relationships with dealers across the country and developing a comprehensive and growing dealer network for the brand,” says Bill.

“My new role will involve further promotion of our four brands and further growth of the dealer network throughout the UK, using the momentum gained already in the past three years created by our experienced team.

“I have identified areas where we still have further opportunities for both our team and our existing dealers to grow and am excited for the future of our business.”

Bill will manage the Machinery Imports team of area sales managers who will continue to support all the UK Ferris, Wright, Spider and Jensen dealers, as well as remaining the primary point of contact for Jensen woodchipper enquiries.

“Following a superb 18 months with Jensen, I feel we have barely started our journey with this premium brand. I’ll be working closely with our Jensen Woodchipper Specialist, Nathan Jacobs, to ensure we maintain the same level of dealer support.

“We have already identified opportunities for further gains in our parts business and will be appointing additional staff in that area in the coming weeks to support our parts offering.”

Focusing on the future of the business, Bill has plans and aspirations in place for all departments, commenting, “All four brands will benefit from technical and sales training that we are rolling out to our dealer network throughout 2019. We have plans in place to continue increasing brand awareness across the board and the business is forecasted to grow market share as a result.

“Particular focus will be given to our parts department where our sales and expertise grows year on year and with additional investment will create an enviable and highly efficient after-sales function.”

Prior to joining the T H WHITE Group, Bill spent 22 years managing Character Landscapes.

Service Dealer caught up with Iseki UK this week, meeting md David Withers and product and marketing manager Richard Tyrrell at their premises in Ipswich.

Richard Tyrrell and David Withers pictured at Iseki UK in Ipswich this week

The message coming out of the company is that they are looking to expand their dealer network this year, with the right companies in the right parts of the country.

David Withers said, "We signed up around 10 dealers across the UK last year and we're looking to add more to our family during the course of 2019.

"We're interested in speaking to dealers who want to increase their diesel offering. We see it as a win-win situation as we're looking to partner with dealers who previously would have had to turn away business because they didn't have that higher bracket to offer customers who are looking for more power.

"Many dealers have their petrol portfolio filled, but are lacking somewhat when it comes to diesel tractors. We're finding the dealers who've signed up with us are able to make more sales, and importantly more margin, by tapping into those customers who are looking for a product with increased power - who previously they would've had to send away."

David continued, "We're delighted with the dealers who have signed up with us during the past year - and now we're actively looking to add more in areas where we're currently lacking coverage."

Huw Owen from Llyn ATV in North Wales was one of the dealers who joined Iseki last year. "It has been a great benefit for us,“ said Huw. "We put the machines in the showroom and sold one in the first week. By the end of the first month we had sold three and we have gone from strength to strength from there.”

New Holland has announced the winners of its 2018 Dealer of The Year Awards, which celebrate excellence in performance and service quality across its UK and Ireland dealer network.

Large tractor and harvester dealer of the year were Ravenhill of Elgin. L-R: Graham Anderson, Gordon Morrison, Stephen Hay, Stewart Davidson, James Hutton and John Wills

The 2018 awards include new product-line categories that reflect the further expansion in product line up, with the introduction of the new T5 and T6 DCT Tractors and New Holland Agriculture-branded grass and cultivation equipment.

The company says the 2018 winners represent the best of their 53 dealers, which cover 125 locations across the UK and Ireland. The awards were presented by New Holland Agriculture’s vice president for EMEA sales and marketing, Alessandro Maritano, at the manufacturer’s recent Dealer Conference gala evening on 23rd January.

Main category winners:

• Overall dealer of the year: Agricar Ltd of Forfar
• Large tractor and harvester dealer of the year: Ravenhill of Elgin
• Medium tractor and harvester dealer of the year: Robert D Webster LTD of Kilham, Yorkshire
• Small tractor and harvester dealer of the year: T. Alun Jones of Dryslwyn, Carmarthen

Product line category winners:

• Tractor dealer of the year: Lloyd Ltd
• Combine dealer of the year: Ernest Doe - Ulting branch
• Hay and forage dealer of the year: T H White Agriculture
• Service dealer of the year: Fife Tractors Ltd
• Construction equipment dealer of the year: T. Alun Jones Ltd
• Telehandler dealer of the year: Agricar Ltd

Pat Smith, New Holland business director for the UK and Ireland, said, “2018 was a successful year for New Holland, with the introduction of several new product lines, and strong performance across our entire dealer network. These awards are a demonstration of the achievement of individual dealers but also serve to highlight the high levels of service provided to all our customers.

The Forfar depot of Agricar, who won Overall and Telehandler dealer of the year

"We work closely with dealer businesses of all sizes across the UK and Ireland to ensure farmers, contractors and amenity businesses receive the very best standard of service and product choice.

“I congratulate all of the winners for delivering an outstanding performance and look forward to another busy and successful year in 2019.”

UK registrations of agricultural tractors (over 50hp) in January 2019 were 10% down on the same month last year, at 630 machines, according to figures released by the AEA.

"This year's number is in line with the figure from January 2017 though," said AEA economist, Stephen Howarth, "and, as the start of the year tends to be a quiet period for tractor registrations, it is too early to draw any conclusions about longer-term trends, especially given the relatively high registrations in December 2018."

Henton & Chattell has announced the appointment of Leigh Bowers, as a product specialist.

Within this role, Leigh, formerly of Allett Mowers, will be working closely with ground care professionals, both in the private and public sectors, providing demonstrations of the latest machinery offered from Henton & Chattell’s range of brands including EGO, Cobra and Allett. Leigh will also be supporting dealers with Billy Goat’s range of lawn care products.

“Our customers trust us to deliver great service and quality products," said Leigh. "We have been distributing products across the country and generating great customer satisfaction for 87 years, and I am thrilled to become a part of it all.

"My new role will see my experience in customer support and business development expand thanks to the vast array of brands Henton & Chattell has. I am thrilled to be joining and I look forward to embarking on this new adventure working alongside a strong team.”

From garden machinery beginnings, Leigh joined Allett Mowers, part of Turfmech Machinery Ltd, in 1999, gaining experience and knowledge within the role as sales director. Leigh then made the move to Henton & Chattell in December 2018.

“We’re delighted Leigh has joined our team," said Peter Chaloner, managing director of Henton & Chattell. "Despite the tough 2018 season, we remain focused on growing our coverage of the UK and Ireland. He will work closely with customers to support and develop their business. Leigh has a breadth of knowledge, he is well known and respected in the industry."

E.P. Barrus has expanded its warehouse capacity to meet continued demand following a successful 2018.

Due to what they descrive as a significant increase in sales across all its brands, including Town & Country, Wilkinson Sword, WOLF-Garten, WD40 and Energizer, the company has taken on an extra 11,000 sq ft of warehousing next to its main distribution facilities in Bicester.

The new capacity will be used to cope with the increased demand and to fully service customers until a move to a new permanent 200,000 sq ft warehouse, also in Bicester, later in 2019 and 2020.

Mark Hewett, divisional sales manager said, “Thanks to the success 2018 brought us, we have been able to reinvest and expand into this larger warehouse.

"As we move into 2019, we will continue focusing on the company’s future to build on our successes while still making sure we are serving our customers to the highest standard.”

John Deere has developed an electric cable powered tractor developing up to 400hp.

The GridCON research project and tractor are part of the company’s continued efforts in the electrification of agricultural machinery, offering new opportunities for farms to supply and use their own energy.

John Deere GridCON tractor

John Deere presented the first fully electric tractor, known as the SESAM (Sustainable Energy Supply for Agricultural Machinery), in 2016. The GridCON tractor looks very different to its predecessor, as it features no cab and no rows of batteries underneath the bonnet. The manufacturer says it is the first vehicle to be fully electric, permanently cable powered and capable of fully autonomous operation in the field.

Based on a John Deere 6210R tractor, GridCON utilises a cable connection from the field border to the machine, which transfers power continuously at over 300kW. A 100kW electric motor powers the IVT transmission, and there is an additional outlet for implements powered by a 200kW electric motor.

A drum fixed to the tractor carries up to 1000m of cable, although the length can be extended if required. In the field, the cable is fed out and reeled in while guided by a robot arm to keep the operation friction free and at low load. An intelligent guidance system is also used to prevent the tractor running into or over the cable.

At work, the tractor follows preset rows fully autonomously at operating speeds of up to just over 12mph (20kph). The vehicle can also be guided manually using a remote control, which is particularly useful when manoeuvring the tractor to start work on field borders for example.

A power supply of 2.5kV AC is required, and the GridCON tractor uses a 700V DC bus for electric power distribution both onboard and for implements. The machine employs a cooling infrastructure for off-board electrical use, while total efficiency of the drivetrain is in the region of 85 per cent.

Total empty weight of the working prototype GridCON tractor including cable drum and robot arm is about 8.5 tonnes, so it is about the same weight as a conventional John Deere 6195R tractor but with twice as much power. Research engineers are aiming to reduce the weight further by at least one tonne.

Besides this favourable power to weight ratio, the concept offers the twin benefits of noiseless and emission-free operation. Compared to battery-powered tractors, the GridCON tractor also delivers around 50 per cent lower machine and operating costs.

Are you easy to do business with?

Are you passionate, self-motivated and experienced in the Garden Machinery industry?

If so, come and join the STIGA team.

Applications are welcome from all areas of the industry, from those that are keen to develop their career.

An attractive remuneration and benefits package will be commensurate with the position and experience of the successful candidate.

For more information and to apply for this role please contact Gary Whitney, MD at STIGA Ltd:

email: gary.whitney@stiga.com

Tel: 07771 818947

We have a vacancy for an experienced Grounds Care, Compact Tractor and Horticultural Sales Person, based at our Shefford depot, near Bedford, where we have a new Country Store and Grounds Care Machinery Showroom.

The right candidate will have sales experience supplying leading makes of compact tractors, implements and machinery in Northamptonshire, Bedfordshire and Hertfordshire area to Country Estates, local authorities, landscape contractors, arborists and other users of compact machinery.

The role involves supplying Massey Ferguson compact tractors, Fendt and Valtra tractors up to 100hp to the municipal and grounds care sectors, along with supplying machinery and equipment from the following leading makes of compact equipment: Grasshopper Mowers, Timberwolf chippers, Stihl Professional Grounds Care, Kersten Sweepers, Honda Lawn & Garden, Yamaha ATV, Tomlin implements, Logic, Wessex, Balfor log processing equipment and Team sprayers.

Chandlers are a leading AGCO Five Star dealer with a Grounds Care and Horticultural division, also operating from Belton, Spilsby, Holbeach and Barnack, providing professional sales, parts and service to the Grounds Care market. The successful candidate will have a passion for the Ground Care industry, with a full driving licence, and the self-motivation to work alone or as part of the existing Sales Team at the Shefford depot.

In return we offer an attractive package, with company vehicle and ongoing franchise training. If you would like to apply please email hr@chandlersfe.co.uk, or write to the HR Officer, Chandlers (Farm Equipment) Limited, Belton, Grantham, Lincs NG32 2LX.

Alternatively call 07970 121095 for further information. All applications are treated in strictest confidence.

Salary Commensurate with Experience

Hours: 8am-4.30pm

HAMILTON BROTHERS, Part of the Hamilton Ross Group of Companies, are leading suppliers of Agricultural, Groundcare, Construction and Garden Power machinery in West Central Scotland. An exciting opportunity exists in our Bishopton Depot for a Parts Sales Assistant who enjoys multi-tasking and working as part of our team.

The Parts Department plays a pivotal role within a dealership by sourcing items for the workshop team and customers.

Requirements:

• Enthusiastic attitude
• Strong Communication and Telephone skills
• IT literacy
• A good eye for detail
• A good mechanical mind that allows for you to correctly identify parts would be advantageous
• Sound working knowledge of Agricultural, Construction or Groundcare machinery is preferential but not essential

Responsibilities:

• Ordering parts
• Controlling the transport of goods in and out of the business
• Managing stock availability in retail areas
• Liaising with customers at our busy Parts Counter and on the telephone

Benefits:

• 22 days holiday plus 8 public/bank holidays per annum.
• Pension.
• Long established, local and trusted employer.

The Parts Sales Assistant is expected to work outside of standard office hours when required, therefore flexibility around overtime would be expected.

If you feel you could be an asset to Hamilton Brothers, please e-mail your CV together to hr@hamiltonrossgroup.co.uk. Closing date for applications is 18/2/19.

Salary Commensurate with Experience

Hours: 8am-5pm

HAMILTON BROTHERS, Part of the Hamilton Ross Group of Companies, are leading suppliers of Agricultural, Groundcare, Construction and Garden Power machinery in West Central Scotland. An exciting opportunity exists in our Bishopton Depot for a Groundcare Service Adviser who can provide efficient admin and service support in a busy workshop office environment.

You will be our first point of contact with both internal and external clients, dealing with leading brands such as Honda, STIHL and Husqvarna.

Requirements:

• Positive attitude
• Time management skills
• Excellent planning skills to achieve goals and objectives set
• Strong IT literacy, experience of Microsoft Office Packages and good word processing skills

Responsibilities:

• Processing, checking and tracking of service orders and purchase invoices
• Dealing with suppliers and customers
• Preparation of client paperwork
• Assist with lifting lawnmowers into the workshop

Benefits:

• 22 days holiday plus 8 public/bank holidays per annum.
• Pension.
• Long established, local and trusted employer.

If you feel you could be an asset to Hamilton Brothers, please e-mail your CV together to hr@hamiltonrossgroup.co.uk. Closing date for applications is 18/2/19.

As we approach the start of the cutting season workshop workload can be at its busiest. Conventional petrol products provide a well-known channel for service revenue, however Battery and Robotic products can lead dealers to be left concerned about future service revenue potential.

Battery and Robotic products present new opportunities for service revenue. Generally servicing is less strenuous meaning less lifting and moving of heavy items, machines can be serviced on an oil free work bench at an ergonomic working height. The introduction of computers for diagnostic and software updates introduces a contemporary method of servicing that can be more appealing when attracting new members of workshop staff.

Husqvarna provides dealers with a number of tools that support the service revenue potential of battery and robotic products. Enabling Authorised Husqvarna Dealers to add value to the service that is offered to the customer, the tools also allow improvements in workshop productivity and efficiency.

The Husqvarna Common Service Tool (Battery Series) and Husqvarna AutoCheck (Husqvarna Automower®) are computer based tools that enables routine product functionality and sensor tests, fault diagnosis as well as product software updates on Husqvarna Battery Series machines and batteries and Husqvarna Automower® robotic mowers. It also allows access to machine operating history and enables service notes to be recorded or future reference.

What is included in Battery Series and Husqvarna Automower® servicing?

• Cleaning
• Electronic diagnostics
• Safety function tests
• Product function tests
• Software updates
• Replace wearing components
• Sharpening cutting equipment

All of this can be done more efficiently when comparing against conventional machines thus reducing that servicing bottle neck that can often occur. The service time per machine is often less, which can increase the workshop output per day along with revenue per day.

Husqvarna Automower® robotic mowers are also available with an extended warranty totalling 3 years. For this to be activated the machine must be installed and serviced annually by an Authorised Husqvarna dealer, this drives periodic service revenue as well as profitable revenue from product installation.

To support Husqvarna Automower® growth and the service potential this brings, Husqvarna has introduced a new Automower® workbench. This has been specially developed for the servicing of all models within the range and designed to improve service efficiency. The workbench is supplied with switch box and charging noses and the work surface has inbuilt wiring loops enabling electronic tests to be carried out without the need for the models charging station. The workbench also has a moveable support arm for a laptop computer as well as drawers and tool storage for all relevant tools.

To maintain the high quality customer experience, Husqvarna Welcome Packs are supplied with each Husqvarna Automower®. The pack contents includes a service book, detailing the checks carried out during service whilst recording a detailed service history. The book also highlights the importance of servicing and also acts as a point of contact between the customer and dealer.

To maximise the instore experience for customers and to make your service offer more visible, Husqvarna provide a service menu. The board is designed to be located on a wall in a prominent position and lists the work covered for each product type, the menu as well as including conventional product types such as chainsaws and Riders also includes Battery Series and Automower®.

To ensure the highest level of service throughout the Husqvarna Dealer network, Husqvarna offer annual service training to all dealers, focusing on Battery Series and Automower®.

For more information on both ranges, please contact your local Area Business Manager.

www.husqvarna.com/uk

Whether it is fertilizers granules, grass seed or salt, Cobra has a range of four new walk-behind products that will take all the effort out of spreading and ensure accuracy of delivery and minimising expensive loss.

The new Cobra HS23 spreader has a plastic hopper with a 50lb (23Ltr) capacity and a rust resistant powder coated metal structure. The four machines in the range all have a spread width of between 10 feet to 12 feet (3048mm – 3658mm) depending on the speed and material. The 12” pneumatic tyres and a nett weight of just 10.7Kg ensure ease of use. The delivery rate setting control ensures precise delivery. Stocking dealer price ex VAT is £46.92 which includes a screen and rain cover.

The Cobra HS26S has a capacity of 70lb and a plastic hopper. The machine is fully rust resistant and has a stainless steel frame. The pneumatic tyres and a nett weight of 11.8kg ensures it is manoeuvrable and easy to use. The spread rate setting on the handle ensures a precise delivery relative to the material being spread. It has robust metal gears. The stocking dealer price is £107.00 which includes a screen and rain cover and a deflector kit.

The larger 125lb (60Ltr) capacity COBRA HS60 has all the features of the HS26S plus 14” pneumatic tyres. The stocking dealer price of £88.19 ex VAT includes a screen and rain cover.

The Cobra HS60S has a fully stainless steel construction and 125lb (60Ltr) capacity plastic hopper. The gearing is also constructed of stainless steel. It has an overall nett weight of 18.5Kg and the 14” pneumatic tyres ensures easy manoeuvrability. The stocking dealer price of £177.45 ex VAT includes a screen and rain cover and a deflector kit. (310 words).

For more information on Cobra products visit: www.cobragarden.co.uk or to become a Cobra dealer, please contact Andy Marvin on: 07771 581 296 or call our sales team: 0115 986 6646 today.