What It Means for Us to Be a Customer-Focused Company

There are many truths in the manufacturing industry, but here’s one that’s close to our heart: a customer never forgets a positive—or negative—response from a supplier in their time of need.

At Reata Engineering, that reality is our driving force to conduct business differently than most suppliers. We believe that we’re a customer service company just as much as we’re a contract manufacturing company. In fact, we view our customers as partners more than anything else.

We’re not just trying to get your part made as quickly as possible to be done with it (though our lead times are excellent)! We’re interested in building lasting relationships and mutually beneficial partnerships.

How We Build Better Customer Relationships

Our approach to customer service affects every aspect of how we do business:

- Solving problems proactively. Issues inevitably arise during the manufacturing and assembly processes, but our goal is to identify and solve them before they make our customers’ lives more difficult. If we notice that a part may not function as intended, we won’t try to upcharge you for additional operations. Instead, we’ll call you to talk through our recommendations and solve the problem.

- Asking questions. We’re always as thorough as possible in every customer interaction. We ask questions to determine if there are other challenges we may be able to help solve. Through this process, we often discover new information that helps us add value by giving more recommendations and suggestions.

- Taking responsibility—even when something isn’t our fault. The blame game doesn’t do anyone a bit of good. And it certainly doesn’t benefit our customers. We’ll do anything to avoid cracks in the supply chain. We’ve had situations where our parts were damaged during shipping. We jumped in and took responsibility, replacing those parts at no additional charge.

- Going above and beyond. Our general rule is that we don’t put off until Monday what we can do Friday. We’re never looking for the easy way out. When one of our customers across the country noticed a quality issue at 3:00 pm, our founder Grady Cope jumped on a plane, flew across the country, and arrived at their offices at 8:30 am the following morning. Apparently he showed up faster than the shop down the street!

- Admitting our mistakes—and correcting them. The best customer service isn’t about how well you perform when everything is running smoothly, but how you react when things are less than ideal. Everyone makes mistakes, and we’re not afraid to own up to ours. Some of our best customer relationships have been born from our ability to turn a negative situation positive by making things right.

If you value a customer-focused approach in your contract manufacturing company, let’s work together. We respond to all quote requests within 24 hours, and we can’t wait to hear from you!

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7822 South Wheeling Court,
Suite AEnglewood, CO 80112

(303) 936-1350

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