The Do's and Don'ts of Customer Clinics

Feb 08, 2024

I had the chance to be a fly on the wall, and listen in to a roundtable discussion at the 2024 Precision Farming Dealer Summit in Indianapolis, as dealers discussed some of their best practices and biggest challenges when it comes to hosting customer clinics. Here are some interesting nuggets I jotted down in my notes app.

The question of charging for clinics came up, to which one precision specialist responded, "When we do free events, if they're not paying anything, then they don't have skin in the game, and they don't participate as much in the clinic. That's one benefit of a perceived cost. They might walk away with a higher appreciation of the clinic." Another dealer said they don't charge for clinics because their customers have already made a big investment by being there.

How big should clinics be? There were differing opinions on that question.

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Video: Winter Service Inspections for John Deere Equipment - The FarmCast Ep64

The FarmCast, host Troy Randall speaks with Doug Luedke, Vice President of Service, and Davin Peterson, Executive Vice President of Aftermarket at 21st Century Equipment, to discuss the importance of proactive service and how it helps farmers reduce downtime during their busiest seasons. The conversation focuses on the Winter Service Inspection Program, a comprehensive approach designed to keep equipment running at peak performance and limit costly in-season breakdowns through preventative maintenance and expert technician support.

Doug and Devin explain how 21st Century Equipment’s service teams have evolved to meet the needs of today’s connected machines. With more technology and data integrated into modern equipment, technicians now play a vital role in both mechanical repairs and precision ag support. Through advanced diagnostics, machine monitoring, and John Deere’s Expert Alerts, they can identify and address potential issues before they become major problems—saving customers valuable time, money, and frustration.

Throughout the discussion, the team shares real-world success stories demonstrating how proactive inspections and customer-focused service help maximize uptime and efficiency for every operation. Whether it’s a large tractor, combine, or small mower, the goal remains the same: to provide trusted, reliable support that helps farmers and landowners stay productive and confident in their equipment year-round.