Sep-Oct 2016 Issue | Business View Oceania

54 Business View Oceania - September/October 2016 Customer service at a direct level “We adopt a slightly different strate- gy at Gessner. When we took over the business, it was being ran through a whole series of dealerships around Australia. We very quickly made the decision that Gessner Industries would manufacture and sell direct- ly to the end user and we would con- tinue to have the relationship that we had with previous dealers as they would sell all of our spare parts. So with every machine that sells, there’s always a large quantity of wear and consumable parts that are required. Therefore, we felt we needed control over the full process of selling”, Mi- chael explains. As such, the spare parts supplied by the company is a crucial part of its business. Gessner is able to sup- ply any necessary items directly to the consumer in a matter of 12 to 24 hours. When a farmer’s equipment needs an extra part, for instance, it is vital that they get it as soon as possi- ble. Since the company is able to pro- vide that service, it offers an addition- al incentive for prospective buyers of their equipment. They know that their machines will always be fully opera- tional when needed which is extreme- ly important in these industries.