Goodness me! How's everyone coped this week?

I have to say yesterday I was melting. To be specific, it felt like my brain was melting out of my ears. I was finding it very difficult to concentrate - and I was just sat at a desk, typing into a computer (with no air conditioning mind you!).

However, I'm sure conditions in some of your workshops and buildings must have been way more taxing. I heard from one dealer this week who told me that temperatures had peaked, under an outdoor canopy area at their dealership, at 51 degrees! I can't even begin to imagine what that must feel like?! Luckily, this dealer said, the counters, workshop and showroom all benefited from AC so they were able to duck in to cool down. But he expressed much sympathy for anyone who had to plow on through conditions like that.

One consequence, beside the obvious, I'm sure that this hot weather brings is that people's tempers can become a little frayed. This can affect both your work colleagues and, most likely, your customers.

Dealing with customers who may have a legitimate concern or gripe always runs the risk of going south if they are of a, shall we say, difficult persuasion. However this can potentially prove even more problematic when you add into the mix that they're hot and bothered too!

The dealer I was talking to this week told me that when dealing with customers like this, one has to develop a great deal of patience and diplomacy. This diplomacy often has to stem from customers simply not wanting to admit that their own mishaps have led to the problem which you are trying to sort for them.

U.S dealership guru, Bob Clements, who of course will be speaking and running seminar sessions at this November's Service Dealer Conference, says that when dealing with a difficult customer like this, a key point to remember is "you can't out-logic them". Which when you think about it, makes perfect sense. There is going to be no amount of rational logic you can use to convince someone who is emotionally all over the place, that they are wrong.

Bob says in these fraught situations, "It is important to not become emotional along with the customer. You must stay calm and assertive and lead them away from the emotion they are experiencing."

"If you get angry," Bob says, "you lose. You will lose credibility, you will lose influence and you will probably lose the customer."

Bob has a few key tips for attempting to defuse an inflammatory situation. He says dealers should try to:

• Help them understand you are on their side. You want to get to the bottom of the problem and you can only do that if they help you understand the issue. Use phrases like, “I hear what you are saying”, Or “I appreciate your situation”
• Move to a neutral location. Moving physically can deescalate the situation in a way that helps the customer move to a more calm and logical state.
• Get a pad of paper and take some notes. Write down some of the key points of what they are telling you. This shows the customer that you are listening and slows the situation down.

The essence of Bob's theory is that your goal is to try to guide the customer from an emotional state to a logical one, and, for that to happen, you must remain calm and in control. Of course, on occasion, this is going to be easier said than done, but it's certainly something worth trying to bear in mind.

Especially in this heat!

TAP, the owner of Service Dealer, has been releasing research taken amongst UK ag machinery dealers over the past few weeks, regarding their opinions and perceptions about the agricultural tractor market and brands.

The final installment of the findings is now available for all to read and concentrates on what is important to dealers of different ages.

Shaun Cooper, head of insight at TAP says, "When choosing different brands to stock, dealers of all ages are faced by a number of determining factors. These latest findings we have published focus on the age split of our Ag dealer survey, and the age related tractor brand perceptions for quality, innovation, after-sales support, and value for money."

Duncan Murray Clarke, owner of TAP and Service Dealer, added, "We're very pleased to be concluding the publishing of our survey's results. This sharing of intelligence and of giving knowledge back to the network, is very important to us in everything we do."

TAP has also said that coming soon after the Summer break will be their analysis of opinions canvassed from professional turf machinery dealers, regarding the UK groundscare tractor market. This was conducted through Service Dealer's sister title, TurfPro.

You can read the latest findings here as well as registering to receive the full analysis when it's published very soon.

It is with great sadness that we report that Chris Cullum, general manager of John Miller Garden Machinery, based in Chippenham, Wiltshire, passed away recently on his 58th birthday, after fighting with leukaemia over the past 10 months.

Chris started work as a Saturday-boy with John Miller at the age of 14. When he left school he became an apprentice in the workshop with John. After 15 years he decided to widen his knowledge in the horticultural trade and moved on to sales. At the same time he took an evening course in accounting and business management.

Six years ago, John Miller stood down and Chris ran the company with John's son Stephen helping with sales.

Chris was well known in the garden machinery trade and served on the Honda Dealer Council for several years.

He was a larger than life character, respected by all and will be greatly missed by all at John Millers, including their customers who he had built a good relationship with.

Chris leaves his wife and two children. 

His chosen charities were Bloodwise and Antony Nolan Bone Marrow Trust.

Don't forget, dealers can still contribute to an important industry survey regarding the shaping of a new qualification.

The proposed Land-based Engineering Level 3 T level qualification due to be introduced in 2022 / 23 is in the process of being formulated.

Since we mentioned the research on this Weekly Update a few weeks ago, the survey has been publicised through the BAGMA membership, the AEA membership, by e-mail to manufacturer's representatives, the IAgrE, the CEA and Landex. 

There is still time to have your voice heard though.

David Kirschner, independent consultant to Land-based Engineering and T Level Panel member, is keen to get as many dealers as possible to participate in the research.

He told Service Dealer this week, "It's vital that the industry engages in shaping its own future - especially at this time where finding suitable entrants for the industry is so difficult."

David stressed that the survey should only take 10 minutes to complete and how important it will be to gather a representative view.

T level qualifications are new 2 year level 3 study programmes that will include the following mandatory elements;

• A core set of underpinning knowledge, concepts and skills tailored to the chosen industry and occupation:
• Specialist training covering occupational or industry-specific skills
• An industry placement with an employer which will last for a minimum of 45 working days

"The purpose of the T level is to ensure students have the knowledge and skills needed to progress into skilled employment or higher level training relevant to the T level qualification undertaken," said David. "This qualification will be a vital link for those leaving education and joining industry."

Take the survey here.

Kuhn Farm Machinery say they have underpinned their growing technical support with two new appointments which expand their team.

Central England counties area sales manager

The company has appointed John Hulland as area sales manager, covering the central counties of England. He is working with Kuhn dealerships across this region, providing wide-ranging support for the company’s range of equipment.

A trained agricultural service engineer with a background in practical farming, John has held previous positions as a territory manager and has experience in all aspects of technical support, event management and training provision.

Product specialist

Alex Birchall has joined as part of the product specialist team, focussing on the company’s sprayer, fertiliser spreader, shredder and electronics ranges.

Having graduated with a first class honours degree in agricultural engineering, Alex has gained valuable experience working on progressive arable units and in a machinery dealership, developing specific expertise in areas of precision farming. Within his role he is involved in product development, promotion and technical support to the sales team and Kuhn’s dealer network.

Registration is now open for Glee, the garden and outdoor living trade show.

This year the show takes place at NEC Birmingham from September 10th - 12th.

The organisers say the event is an opportunity to discover the latest trends, network with like-minded industry professionals and uncover 500+ brands showcasing thousands of never-before-seen products, many of which they say, won't be seen anywhere else.

One of the popular features returning to the show this September is the New Product Showcase. This will also feature once again The New Product Showcase Awards, which will take place on the first and second day of the show. A team of experts will judge all entries and present the awards to the winners

Glee Event Director, Matthew Mein, said, "Glee is the industry’s focus for innovation and the New Product Showcase is one of the event’s most inspirational features. In 2018, the showcase featured over 300 of the most exciting new products, and buyers who are keen to track down the latest technology will make a beeline for the area this year, too."

To register for the show, click here.

Continental has announced that John Deere has approved 30 different sizes of their agricultural tyres to be fitted to its 6MC, 6RC, 6M and 6R mid-sized tractors.

This decision follows a comprehensive audit of the Continental plant in the Portuguese town of Lousado, where the tyres are manufactured. Continenatal say the partnership agreement reinforces their recent re-entry into the agricultural sector.

James Parrott, brand manager for Continental said,“This partnership firmly positions Continental in the agriculture sector and demonstrates that the research and development we have carried out at our production plant in Lousado has attracted the interest and support of one of agriculture’s most influential brands.”

John Deere is the first agricultural OEM to audit Continental’s agricultural tyre production plant in Lousado. As part of two audits, the John Deere team spent several days conducting extensive and detailed tests in the summer of 2018. The audits included special consideration for quality management, delivery processes, risk management and order processing. The auditors certified Continental with excellent results which paved the way for the partnership.

Continental say the new Tractor70 and Tractor85 radial tyres have been designed and manufactured to offer ride comfort, soil preservation and tractive force. They feature an innovative bead design and N.flex technology.

The nylon material for the carcass is described by the company as more pliable and at the same time more dimensionally stable than other materials. 

Entries to the SALTEX 2019 Innovation Award are now open for all SALTEX exhibitors to take part - which the organisers say allows show visitors the chance to witness a stellar line-up of brand new products and services that are pushing the boundaries in groundscare innovation at the NEC, Birmingham on October 30 and 31.

All of the submitted entries are evaluated by an independent panel of judges before a final shortlist is devised. The finalists are then given an opportunity to impress judges and visitors in a seminar theatre on the first day of SALTEX as representatives from each company take to the stage to deliver product presentations.

Every innovation entered into the awards will be featured on the SALTEX website and in the official show guide. Being shortlisted as a finalist means the successful companies will be given dedicated time to showcase their product or service in front of industry giants, judges and influencers and can draw even more of a crowd to their stand.

The winner will be presented with the award at the exhibition and will receive a dedicated news article in post-show reports.

The team behind the T H White Groundcare dealership have relaunched their website with a refreshed look.

Developed to complement the existing line up of T H White group websites, including Agriculture, Dairy and Construction sites, the company says the new Groundcare website offers an easy to navigate structure.

As well as a wealth of information on the full range of grounds and tree maintenance machinery on offer, the new site also features the ability to request a free demonstration via a quick form, as well as make online enquiries.

Details of the service, parts and hire support available can also all be found on the new website.

Genfitt Mayo Ltd is a leading Irish wholesaler in the agricultural parts and accessories sector. We serve the Republic of Ireland, Northern Ireland and UK markets and employ 50 people including a team of 11 field sales people.

We are now expanding our UK business and currently have a vacancy for a field salesperson.

This position involves selling a wide range of products, from agricultural machinery spare parts to farmyard products and general farm hardware. Our customers include Agricultural Merchants, Agricultural Engineers and Farm Machinery Dealers.

The successful candidates will be from an agricultural background and ideally have a strong knowledge of agricultural machinery and spare parts. To be considered you must hold a full clean drivers licence.

The Company offers a generous remuneration package including Company Car.

Please reply enclosing C.V. to: careers@genfitt.ie

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It is easy and quick to register and costs just £96 + VAT per year to be listed and all revenues in 2019 will be reinvested into promoting the site online.

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