While cost may be one factor that influences customers to change manufacturers and suppliers, it’s probably the lesser of the three Cs – cost, communication and clarity — that ultimately inform a customer’s decision to seek an alternative. In fact, there’s a significant cost customers incur in terms of lost time and momentum by opting to find a new supplier. In addition to downtime and lost opportunity during the transition, the customer and its supplier must essentially re-start the project from the ground up.
So when customers cite supplier cost as their reason for moving on, it’s probably a lack of communication and clarity. We’ve been told by some of our biggest customers that poor communication and clarity were the key factors in their decision to explore other options.
Customer service starts from the beginning
Estes’ customer service begins as soon as a customer submits a request for quote. After uploading electronic designs and drawings, an Estes engineer or fabricator will reach out to discuss the project and gather any additional information we might need to accurately assess the project. We’ll ask you about any manufacturing issues you face to explore alternative designs and processes, then get to work immediately to find the solution you need.
Customer service is embedded throughout our process
After our initial discussion with the customer, our estimators and project managers will engage in a comprehensive review of drawings and part specifications to fully understand customer needs and requirements. We’ll then design a manufacturing process flow that creates the documentation and instructions necessary for a successful manufacturing process, and our production team will execute the plan. We offer check-ins with our customers upon request to give updates on their project so there’s clarity throughout the process. Every step of the process is evaluated, and suggestions, modifications or improvements are discussed with our customers for the most efficient fabrication process possible.
Committed to quality
Estes’ commitment to its customers is also found in its dedicated employees, state-of-the-art automation technology and quest for continual improvement. By hiring creative, innovative individuals who care about their work and our company impact, Estes serves patrons with honesty and integrity throughout the entire project. Our advanced technology speeds production, improves product quality and reduces costs, and by constantly seeking to get better, we add value to our customers’ experience.
Building lasting relationships
Time and again, our customers comment on Estes’ communication and project transparency – from prototyping through full production runs. We pride ourselves in consistently doing the right thing by keeping our clients informed and by going above and beyond to see that they’re successful. As a result, we build lasting relationships based on trust and performance. Our partners know they will get what they need on time and within their budget. Contact Estes today to find out more about how we can be your partner in sheet metal fabrication.
