Fanatical Customer Service During The Covid-19 Crisis

With the current global crisis transforming how we do business, the good folks at Growlink have asked me to talk to their clients and customer service support team to examine how they're adapting to the ever-changing circumstances they find themselves in.

To start, I wanted to get a distinct look at their clients. The diversity of their clients is immense. From hobbyists growing orchids in a closet to massive, multi-state cannabis grow operations; it's an eclectic crowd.

Since Growlink has such a variation of clients, I felt it was vital to speak with a smaller company. Anyone can give excellent service to a large, profitable account, but it's much more challenging to provide that level of support to smaller businesses and enthusiasts.

I spoke to Carrick McCallum, one of Growlink's customer support team members, first to get a baseline. With a ban on non-essential travel, I wanted to find out what has changed for the support team since the coronavirus outbreak. According to Carrick, "Nothing has really changed for most of our customers. They call or email, and we continue our high level of service. The big change has been since we were grounded as far as new customers go. Typically our process was to physically go on-site to the customer's facility. We would bring the equipment and troubleshoot any issues, and train them on running the system." Instead, the company is working closely with clients to walk them through the installation process via video conference.

Carrick admitted that walking clients through the installation process has been incredibly useful and eye-opening. It may even save the company time in the future as they may be able to curb the number of on-site visits to clients. But not if it compromises the level of service. For some of the less complicated installs, it may save Growlink time to video conference with new clients to make sure they have set up the system correctly. It'll also save time for clients as they don't have to disrupt an entire day to have a team come on-site. But the real test was how the customers felt.

I began by talking to Connor Smith of Zen River. He started growing cannabis at home to assist his mother with an intestinal disorder. As he began expanding his hobby, he discovered Growlink's products. Even as a small client, he remembers getting outstanding service. "Whenever I called for help, they immediately called me back, answered my questions, and resolved my concerns." Connor said. "It gave me more confidence in what I was doing as a grower to have that level of support."

As the years went by, Connor went from hobbyist to professional grower, expanding his business to become a boutique cannabis operation. He now uses more Growlink products and is grateful for their unwavering support and fanatical customer service. "Using Growlink products allows me to focus on the important part of my job, the plants." Connor continued, "I've used their product from the beginning. They regularly update their products and improve on existing software. Even now, they're helping me with the installation of their VPD system over the phone." Typically, a member of the Growlink team would have flown to Maine to assist Connor, but with the global crisis, they've adopted new ways of helping their clients get growing again. And that's good for everyone.

So, even the smallest clients get the kind of fanatical support you expect for larger customers. While change is often tricky, sometimes there are silver-linings if you look hard enough.

Read More

Can CO2 Increase Your Greenhouse Yield?

The quick answer is yes, but to properly adust CO2 levels, it's crucial to comprehend how the process works. So let's start with a little CO2 education. 

Read More

Growlink Customer Highlight - Harvest HOC

Steve White left his successful law firm in 2013 to open his first Harvest HOC location in Phoenix, Arizona. Thanks to his dogged determination, people had access to legal, medical marijuana products, resources, and services.

Read More

How Greenhouse Automation Can Assist In Social Distancing

Unless you've been living off the grid for the past month, you're probably aware that the effects of the Covid-19 virus have changed our world as we know it. More and more companies are sending employees home to help stop the spread of the virus. This has led to uncertainty and leaves business owners searching for ways to manage without staff. 

Read More

How To Expand Your Grow Vertically

How To Expand Your Grow Vertically

A lack of space to expand crop size has been a limiting factor for growers and farmers for as long as agriculture has existed. Still, thankfully, technology has answered the call for help with an increasingly popular solution – grow up.

Read More

B Force Farm Highlight

Recently, our very own Account Executive Jim Stephens went on-site in the great pacific northwest to visit one of our favorite customers, B Force Farms. Located in Hillsboro, Oregon, it's a small town that grows some big buds. Jim came to town to do a site follow up and ensure that the recently installed Fertigation system was functioning correctly on the B Force cannabis farm, and to make sure owner Kirby Marcellini was satisfied.

Read More

Are Your Plants Suffering From Nutrient Burn?

Nutrient Burn – How to Detect Overfertilization and Nip it in the Bud

One common problem that many indoor growers run into is the leaves of their plant's browning, curling, and drying out around the edges. The most likely cause is nutrient burn. 

Read More

Subscribe Here!