When it comes to sheet metal laser cutting, maintaining happy customers, of course, is vitally important. Naturally, All Metals Fabrication (AMF) is working very hard to reach that goal. We want extremely happy customers. One of the important discussions for our team is how to make our customers happy with the work we offer.
As we began to ponder this question more deeply, we realized that, above all things, customers respond best when we, as a company, demonstrate genuine empathy for their needs. Here is an exploration of that concept and what AMF can offer to make our customers happy.
We recognized that all of us are caught up in that acceleration, a speed and stress trap, if you will. On the one hand, there are remarkable benefits to our “right now” society. How amazing is it that you can download books or movies instantly; stop at a drive-in and grab an instant coffee or sandwich; hop on a website and order, literally anything, and get it delivered to your doorstep in a few short days?
When we are the receivers of such instantaneous supply, it can feel amazing—but what about when we are the givers? Now the sword is cutting the opposite direction. Now instead of feeling amazing, we sorta’ feel dread. Now we are the ones on the clock; we are the hurry and scurry team trying to make it happen; and we are the solution to a customer who has that same, “I want it now” expectation.
Again, like it or not, that is how the world has evolved. We are all taking from this insanely efficient supply chain, and we are all giving back to it as well.
So, back to empathy—we recognized that nearly all our customers are also caught in this stress and speed trap. When we considered that, we quickly understood that having real empathy for our customers meant trying to solve the speed and stress trap.
This recognition played a significant part in our recent investment on a new sheet metal laser. The last several years, laser cutting has truly advanced. We have heard it termed, “the laser power cold war.” Not that long ago, most shops had 3kW, 4kW or 6kW lasers. Now days, lasers are generating 20kW and even 40kWs of power. Generally speaking, added power creates two benefits: faster cutting speeds and the ability to cut through thicker metal.
As we considered the options and as we, again, tried to figure out what solution would mean the most to our customers, we ultimately determined that cutting power and cutting speed was only meaningful if it increased the speed at which our customers could actually receive parts. We started talking about turnover times and throughput times, which is not the same as fast or powerful cutting.
Another way of saying it more directly—who cares how big your machine is? What really matters—how fast you can deliver parts?
When we considered that part of the equation, several new insights came into view. We started asking questions like how easily can we program the machine; how quickly can we quote parts; how fast can the machine on-load and off-load parts; can the machine run unattended? These are all throughput and part-turn questions.
These questions illuminated, rather quickly, what key factors we needed to focus on, again, to demonstrate empathy for our customers. One comparison we used, “there is no use purchasing a Ferrari for a family that really needs a six-seat, four-wheel-drive SUV. Ferraris look great and have a lot of power, but this SUV is also great…and it drives through snow…and it gets kids to school…and it makes a weekend in the mountains fantastic.”
We are not driving a two-seat Ferrari—we are driving a state-of-the-art, super fast, super reliable, super capable, super flexible SUV—and we still get chicks.
AMF’s sheet metal laser cutting is incredible for our customers. Our cutting speeds are very fast, but our cutting throughput hits a new level with the auto loading, auto off-loading and lights-out cutting capacity.
Take a quick look on our website: https://www.allmetalsfab.com/flat-sheet-lasering/.
Make a decision right now to give us a chance. Email us at info@allmetalsfab.com and we will get back to you same day!
Rich Marker is an 18 year, skilled professional in metal fabrication and manufacturing. Co-founder, owner and principal of All Metals Fabrication, Rich has helped to sustain the company’s success over a variety of economic conditions. He has extensive background in continuous improvement, training and process improvement, and emotional intelligence—among other specialized proficiencies. He loves to learn, fly fish, watch college football and devour NY style pizza! He has the best family on earth, loves a good plan, great teaching and the opportunity to get better.
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