Cultivating a Culture of Service and Support

- Jason Kaeb

Similar to many other pieces of agricultural equipment, the equipment used for treating seed can sit idle for part of the year. Then for three to four months, it runs hard – the business demands of planting season are intense, and there’s no time for a breakdown. But everything breaks down over time — that’s the Second Law of Thermodynamics.

The goal of any equipment owner is to extend the life of the equipment while minimizing the costs associated with breakdowns or premature replacement.

At KSi, reliable and durable equipment begins by having the same people who design and engineer the equipment be intimately involved in providing service and support. Who knows how to fix or service the equipment better than those who designed and built it? By keeping our engineers close to our customers, they better understand customer needs, equipment stress points and the working environment.

Since avoiding a breakdown forever is not possible, having an avenue for quick and effective service and support is imperative. This means being responsive and effective. It’s not enough for just anyone to pick up the phone or arrive on site for an inspection; they need to be skilled and trained to solve the problem or fix the equipment.

That’s exactly why we at KSi keep all our service and support in-house; it’s core to who we are as a company. We have our own service teams, as well as our own 24/7 phone support during treating season to help customers.

We cross-train all of our employees and cultivate a culture of service and support throughout the entire company. For us, it’s all about taking care of our customers. If they can do their jobs efficiently and effectively year after year, then we’ve done ours.

Remember: This philosophy helps us be sustainable, which is not only important for us but also for the sake of customers who purchased our equipment 10-plus years ago — they can receive the same support as today’s customer.