News

ICON Ag Solutions makes changes in response to customer feedback

Lawton, IA - July 1, 2010

In an effort to continually try to meet the needs of its customers, ICON Ag Solutions held Customer Focus Meetings earlier this year. These meetings were comprised of a small group of farmer customers from ICON's trade area and meeting facilitators from John Deere. The purpose of these meetings were to present a forum which enabled customers to provide members from John Deere with their input on what the company needs to do in the future to become the best farm equipment dealership.

Following the meetings, ICON Ag Solutions identified various areas in which they need to improve on and have implemented several different policies and changes within the company. First, ICON is currently overhauling their sales process. Their goal is to have their sales professionals provide a quote faster, deliver the equipment, and follow-up in a professional manner more quickly. Additionally, ICON is now training all of its ag sales professionals in AMS. The company still has AMS experts, but the sales professionals will have a better understanding of the capabilities of AMS products and how they can make customers' operations more profitable. Next, ICON Ag Solutions has implemented a strategy to recruit more technicians so that the company can meet customers' needs in a timely fashion. The company has hired five technicians since this spring's meetings.

ICON is also implementing a "Yes We Can" training program in its parts department. Terry Wiemold will be instilling a "can do" attitude and building the knowledge that it takes to have a superior parts department. The company has been focusing on stocking more parts in order to achieve a better fill rate. For customers’ benefit, ICON has a parts van that interconnects its almost $5 million inventory. ICON has also added more parts counter people at some of its locations to better serve customers.

Several other changes have been made in the company. Paullina has a new menu on the phone system. Customers can now enter their sales professional's extension without going through another person. Mobile welding is now available through every service department. In Doon, ICON has welcomed Arvin Krahling as its new service manager. Our Lawton and LeMars locations were open on Sunday this spring and will be open on Sunday during future planting and harvest seasons to meet any needs customers may have. Finally, ICON has made efforts to ensure the after-hours cell phones are being answered and that the numbers are readily available to customers.

As always, ICON Ag Solutions will continue to deliver outstanding mobile service and parts availability, great attitudes of team members, solutions for customers' equipment needs, and a team of hard-working, skilled people ready to serve their customers.

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