By STEVE BINDER
Illinois Correspondent

ASSUMPTION, Ill. — It was a question with many potential responses, but it took the general managers of both Sloan operations with headquarters in Illinois about a second to respond with identical answers.

Question: “What aspect of running the business is the most important toward the success you’ve had?”

Answers in separate interviews from Jeff Sloan, of Sloan Implement, and Brian Sims, of Sloan Express: “Customer service.”

Executives for both entities said that without paying close attention to customer service over the years, neither operation would be considered leaders in what they do.

Sloan Implement, begun in 1931 by Rolla “Chick” Sloan, is among the largest John Deere equipment providers in the world, with 16 locations throughout Illinois and Wisconsin.

Sloan Express, begun in 1993 by grandson and current CEO Tom Sloan, is a 24-7 distributor of new implement replacement parts. The bulk of its business these days is direct to farmers, implement dealers and repair shops, and a growing amount comes to Sloan online.

“There’s no doubt that customer service for us is No. 1,” said Jeff Sloan, sales leader for Sloan Implements. “You have to treat each customer like they are your best customer, be fair and honest and sincere with them and provide them with what they need as quickly as possible.”

Being quick to provide customers with what they’re after, also is a specialty of both operations, particularly Sloan Express.

When a Kentucky man was in fast need of a PTO coupler to get his tractor-driven generator up-and-running during a nasty ice storm about 18 months ago, the only place that had one in stock was Sloan.

“That made the guy’s day, because he had no idea how he would have gotten his generator going otherwise,” explained Brian Sims, a Sloan sales representative.

“We work hard on stocking and selling high-wear parts, a lot more than what dealers have. If they have 100 in stock, we’ll have 1,000 to 2,000 in stock. And all orders are intended to go out by 5 p.m. that same day,” Sims explained.
In addition to offering all things Deere on the Implement side, Express also provides customers with extensive lines of non-OEM accessories, such as extensions for combines.

On one day last week, the two operations had more than $115 million worth of new and used equipment along with parts in stock and ready for shipping. Sloan operations employ about 300 people.

The company can be reached at 120 N. Business 51, Assumption, Ill. 62510 and by calling 800-745-4020 or 800-934-9777. Its fax number is 217-226-3351. The companies can be found on the web at www.sloans.com and at www.sloanex.com

At the National Farm Machinery Show, Sloan will be located in exhibitor space in South Wing C3003.