A precision machine shop typically operates like many others when things are running smoothly. If everything is on time, parts meet specifications, and processes flow seamlessly, customers may not notice much difference between one shop and another. But the true test of a shop’s value is revealed when something goes awry.
At Reata, we believe mistakes don’t define us— our response to them does. When challenges arise, our team doesn’t point fingers, make excuses, or shift blame. We roll up our sleeves and find solutions that are practical to our team while ensuring our customers receive what they need without disruption.
The late poet, Nikki Giovanni, once said, “Mistakes are a fact of life. It is the response to error that counts.” This statement couldn’t be more true, and we’ve even found that some of our blunders have transformed into some of our greatest success stories. Here’s why:
Responding with Speed and Precision
Mistakes, shipping delays, and unexpected issues happen all the time in contract manufacturing. It’s not a matter of if a problem will arise—it’s a matter of when it will happen, and how we can fix it. At Reata, we have:
- Flown replacement parts overnight when deadlines wouldn’t budge.
- Jumped into emergency overdrive to remake parts faster than our customers expected.
- Sent engineers and other team members onsite to help customers seek solutions or rework components as needed.
Turning Challenges into Long-Term Partnerships
Some of our strongest customer relationships have been built by overcoming challenges together. One standout example occurred with a major company that had recently relocated from Colorado to the East Coast. Initially, they planned to transition to a local vendor and phase us out.
Then, late one afternoon, they called us in a panic—an issue with a casting threatened to shut down their entire production line. Our team initially tried troubleshooting over the phone, but the customer was still worried. That’s when our President and CEO, Grady Cope, offered to address the issue in person first thing in the morning on the next day. The customer was stunned by this immediate response and eagerly agreed to the plan.
That night, Grady took a last-minute flight across the country and arrived at their facilities at 8:30 AM the following morning. After assessing the issue, he identified a problem with their assembly process and guided them to a solution right then and there. This company’s plant manager never forgot that level of commitment, so much so that they eventually awarded us more work. To this day, their plant manager still enthusiastically reminds her team that Reata got to them faster than any local vendor could.
This is one of our favorite success stories to share, as it demonstrates that Reata is truly willing to go the extra mile—well, 1,000 miles—to ensure our customers’ success.
Owning the Problem—Even When It’s Not Ours
Not every challenge is caused by precision machining errors. We once had a customer whose parts were damaged in transit. While it wasn’t technically our fault, we still took responsibility. Our team remade the parts and shipped them immediately so our customer wouldn’t be in a pickle.
In another instance, a customer changed the manufacturer of ball bearings that went into an assembly they managed. For that reason, the parts we produced for them wouldn’t assemble properly, and their production line was at a standstill. Even though our parts were made to print, we didn’t leave them out to dry. Instead, we flew one of our engineers to their facility, where he worked alongside their team to adjust and sort through the components. Ultimately, this onsite response was a success, as our customers’ line was back up and running in just two days. Our immediate and active response resulted in Reata being recognized as Vendor of the Year for that company!
Reata: A Precision Machine Shop That Gets It Done
At Reata, we don’t just say we’ll solve a problem— we do what it takes to get the job done. We understand that deadlines simply cannot be missed and that customers rely on our Colorado machine shop to keep their production running smoothly. This level of service is what separates an ordinary supplier from a truly exceptional precision machine shop. Anyone can deliver when things are going swimmingly— it’s how we step up when things go wrong that defines us as a vendor.
If you’re looking for a precision machine shop that prioritizes problem-solving, accountability, and speed, we’d love to hear from you. Contact Reata today to see how we can support your next project.