Frontline Leadership

Frontline Leadership

In agriculture, customer service is more than answering questions, it’s about creating relationships rooted in trust. Frontline Leadership is a 6-session service and leadership development program that empowers frontline service team members to lead with purpose, skill, and confidence.

Our hybrid cohort and coaching model blends group connection with personalized support through weekly sessions. In group sessions, ag service professionals engage with other peers in similar roles, sharing insights and building community. One-on-one coaching offers space to explore next steps and stay accountable. Sessions are led by coaches who grew up on farms, ranches, or in rural communities.

2026 COHORT REGISTRATION
(Click on individual cohorts for session dates and registration)

Cohort 1 - Begins March 18th
Cohort 2 - Begins June 2nd
Cohort 3 - Begins September 9th
Cohort 4 - Begins October 6th
Who Should Attend?

Frontline Leadership is designed for customer service and support team members across the agriculture industry, anyone who plays a key role in serving producers and supporting daily operations.

This includes:

  • ​Customer Service Representatives
  • Front Desk & Customer Support Staff
  • Member or Client Services Representatives
  • Office Support & Administrative Assistants
  • Inside Sales & Customer Support Specialists
  • Account Support & Service Coordinators
  • Producer or Customer Relations Coordinators
  • Field Support & Service Representatives
  • Operations & Service Support Specialists
  • Loan, Sales, or Service Assistants

If they support daily operations and interact with farmers, ranchers, or ag customers, this program is for them!
Session Descriptions

Session 1: Your Leadership Influence
This session sets the tone for the journey ahead by helping participants understand the significance of their customer service role and their ability to lead right from where they are. Through real-world examples, reflection and practical tools, they’ll deepen their appreciation for farmers and ranchers, understand the Ag Customer Journey, and discover how every interaction, both with customers and co-workers, is a chance to build trust and create memorable moments that turn satisfied customers into loyal advocates.

Session 2: Your Leadership Identity
Participants will learn how their unique behavioral style influences their service and leadership. Through the DISC Success Insights assessment and leadership style reflections, they’ll identify their strengths, uncover growth opportunities, and begin to shape their leadership identity. The session enhances self-awareness and a mindset of continuous improvement.

Session 3: Midpoint Coach Connect [Individual 30-45 min. session by appointment.]
This one-on-one phone coaching session provides a powerful pause point for reflection and commitment. Participants assess their progress, identify key growth areas, and commit to actionable next steps. They’ll gain clarity, confidence, and accountability to finish strong.

Session 4: Your Leadership Interactions
Participants will be equipped with tools to better understand, communicate, and connect with others. By learning to recognize behavioral styles and adapt communication, they’ll improve teamwork and customer interactions. The session also introduces the foundational skills of empathetic listening, an essential leadership trait in high-stakes service roles.

Session 5: Your Leadership Legacy
Participants continue developing as listening leaders through guided practice in navigating difficult conversations. They’ll explore the emotional demands of serving others and learn practical tools for managing stress and building resilience so they can lead with strength, even in challenging times. The session concludes with a reflection on building a leadership legacy, one not defined by position or title, but by the everyday choices that uplift others, uphold the mission, and leave a lasting impact on those they serve.

Session 6: Final Coach Connect
In this final one-on-one phone coaching session, participants reflect on their journey, celebrate their growth, and set their sights on what’s next. With encouragement and accountability, they’ll leave with a renewed sense of purpose and a clear path forward, ready to lead from the frontline with greater confidence and care.
Program Outcomes

Customer Service Staff will:

  • Be inspired to serve farmers, ranchers, and ag customers with deeper understanding and purpose.
  • Heighten self-awareness and identify their unique strengths and growth areas for greater impact.
  • Build key service and leadership skills like empathy, teamwork, and communication.
  • Understand the significant part they play in the success of the organization both in how they serve their external customers and their co-workers.
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