The client, Mr Javier, is a representative of Valle Central Growers, a renowned agricultural company in Chile that operates a large 40-hectare orchard primarily growing kiwifruit, watermelon, and cherries.

Chile’s variable climate, especially its frequent hailstorms, poses a serious threat to their kiwifruit yield and quality. Therefore, installing a durable, reliable, and fully-covering hail protection system is a critical investment for their operation.

The Challenge

This partnership highlighted a full spectrum of challenges in high-end agricultural protection projects, from pre-sale to after-sale:

• Demanding Customization Needs: The client’s orchard layout required 12-meter wide, non-standard hail netting to achieve seamless coverage, placing high demands on the supplier’s production capabilities.
• An Urgent Delivery Timeline: With the hail season fast approaching, the client requested an expedited order, requiring completion of production and transport in an extremely short timeframe. This was a test of our production scheduling and supply chain management.
• A Sudden After-Sales Trust Crisis: This was the core challenge of this partnership. After receiving the goods, the client, by not fully stretching the net, measured a width far less than 12 meters. Based on this incorrect data, the client raised a serious concern. How we responded at this moment would directly determine our brand reputation and the future of the partnership.

EyouAgro’s Solution

We know that an exceptional after-sales experience is the best opportunity to earn customer loyalty. Faced with the client’s concern, our team demonstrated professionalism and patience.

• Step 1: Proactive Response and Prioritized Production:
  Early in the partnership, understanding the client’s urgent needs, we immediately opened a “green channel” for their order, prioritizing production while strictly controlling quality. 18At the same time, we proactively sent the client videos of the product’s strength tests to visually demonstrate its superior impact resistance, building their confidence during the waiting period.
• Step 2: Sharing Risk and Coordinating Logistics:
  During shipping, sea freight costs rose due to tight capacity in South America. We promptly communicated with the client and, through a reasonable cost-sharing plan, solved the problem together, ensuring the goods shipped on time without being delayed by fee issues.
• Step 3: Professional Guidance to Resolve the After-Sales Crisis:
  When the client raised the issue of the incorrect width, we did not enter into a debate. Our technical team immediately identified it as a common measurement error for diamond-mesh netting in its relaxed state. We quickly implemented a two-step solution:
• Step 4: Earning Recognition and Deepening the Partnership:
  Under our professional guidance, the client Javier re-measured according to the correct method and confirmed the product dimensions were a perfect 12 meters. The misunderstanding was instantly resolved, and Javier expressed his high recognition and gratitude for our professional and patient service. A potential crisis ultimately became a catalyst for deepening trust.

The Result & Value

In this partnership, we delivered more than just hail netting; we delivered a professional service that earned long-term client loyalty.

• Successfully Resolved an After-Sales Crisis, Defending Brand Reputation: Faced with a client’s concern, we used professional knowledge and patient communication to perfectly solve the problem, not only avoiding a commercial dispute but also building an image of a professional, reliable, and responsible brand in the client’s mind.
• Transformed a Technical Problem into Client Education: Through this measurement guidance, we not only solved the client’s immediate problem but also educated them on the professional knowledge of diamond-mesh products, making them more convinced of our professional capabilities.
• Won a Commitment for Long-Term Partnership: Exceptional after-sales service is the best marketing. After the issue was resolved, the client clearly stated their intention to expand their purchase volume and continue to work with us on future projects, opening up broader business prospects for us.

Conclusion

For EyouAgro, our service never ends with the delivery of goods. We are committed to being our clients’ full-journey partner, from pre-sales consultation to after-sales support.

We believe that every successfully resolved after-sales issue is a valuable opportunity to demonstrate our professional value and win our clients’ deep trust.

Solving problems with professional knowledge and winning trust with sincere service—this is the core competitiveness of EyouAgro.