That goes from ordering a burger at a drive through to buying a car or house, or building spec specific parts. That's exactly it.... mistakes happen but it's how the mistakes are taken care of when confronted!
This is great. You turned an angry customer into someone that will probably never use anyone else but your company if he has his choice. This is a great story and you are a great business owner.
"I have employees that are dependent on the work that this company is giving us." My God you have such an amazing mindset I wish more owners thought like you. Keep up your awesome work!!
Yea, I too wish more owners thought like him. Most owners care enough about the employees to milk enough dollars out of the company till it's pretty much drained but still saleable. Then the next poor sap comes along it'll be years before he can even turn a profit. Again, caring enough about the employees to get things up to speed so they can milk the machine but do you think they're going to be well taken care of for their trouble? Do you thing they were fairly compensated while the previous owner sucked every dime out of the company? No. I'm 55 now. I was loyal to a company that promised me, "when get over this hump you'll get a big raise!" But even though we had tons of work we never seemed to get over the hump. But I was loyal. They got rich, sold the company, the new guy didn't see the dedication I put forth. He didn't see that I put my life into the company so it would succeed, so I could succeed. He didn't see why I deserved a raise, I was brand new, just like everyone else that worked there. But I ran shit. I was the chief engineer. When I tried to make it clear that I was valuable to the company if he were interested in keeping me. I was told, "you're not valuable, I can hire another 'draftsman' for way less than you make now...and you think you deserve a raise? Hahahaha" So I left, I took EVERYTHING with me. I did the purchasing, the artistic renderings of our products, the engineering, the planning. EVERYONE in the place relied on me to get them the information they needed to do their jobs and the materials to do it with. I tried to the guy, I wasn't just a "lowly draftsman". I was the company. When I left the guy would run around screaming at everyone to get to work but there was no materials. He'd scream at them to call who they got their materials from. They handed the guy my name and number LOL. The first call, he DEMANDED I bring all the names, addresses and phone numbers of the businesses we got our material from. Hell it was in the documentation! By the time he found what he needed most of the rest quit. The venders didn't want to deal with him because he treated his people and them like shit. When he hired new people, it was a niche company, nobody knew how to do what we did so he treated those people like shit. The next calls were more like begging...I just hung up on him. And you know what? The next company I worked for didn't care any more about my loyalty than the previous one. I'm self employed now. A small one many organization. I've never been happier!
@@bluewater3783 It was already a long post so some details got dropped. I explained to the new owner what I did in the process of letting them know how we did what we did. Like any new owner he wanted to change things around some which is fine...it's his right? I let him find out what wouldn't work by letting it catch on fire. I'd go put it out, and explain to him, again, how we did what we did. After only a couple of those he could see I ran everything and gathered everything we needed to run the company. He would come to me to see what we should do when there was a new customer which was my area anyway and I'd make suggestions and without being a jerk I "let him know I was valuable to the company". I let him know by showing him what I did, how I had to pretty much remember everything or there'd be a separate building for all the filing cabinets. When it was time for him to take a week off I was in charge and of course things ran well. Then while I was off I lined everything up so that he really didn't have to do anything while I was gone. I had my designs done in advance, materials ordered, my people were all lined up on the jobs. Then, while I was off, he got greedy and talked the customer into more than he initially agreed to. There were two problems with that. There wasn't enough materials for the extra and the extra wasn't approve by the township. I'd had already pulled the permit for the project and we were already at the limit of what we could sell him because the rules only allowed so much of our product. Things went to crap quick, this was before cell phones were common. Care phones or "bag phones" existed but the point being, I wasn't reachable until I got back into town and found a bunch of "oh crap...I really need you to come in and put this fire out" messages on my machine. At first the attitude was like it was my fault. It wasn't hard to point out that it was not because the township sent a cop to stop work on the project while at the same time the shop was a mess because there wasn't enough material for the "additional". I told him he'd have to tell the customer we couldn't do that and go back to what we were allowed by law to do there. He exploded and that's when I was called a "glorified draftsman" that he could replace for a lot less money. I simply looked at him and said "ok". So I was actually fired and asked to immediately leave. I did, assuming it was just a temper tantrum and he'd call and try to iron it out but his ego just wouldn't let him do it so the vender receipts were there, he just had to call and ask who I'd been dealing with but somehow he screwed that up too. When I was fired things spun out fast. He blamed everything on me which my people knew wasn't true or fair. He started taking stuff out of them and a couple more key people quit so now it was well past being able to smooth out. I had a new job in a week making much more money, money I deserved but wasn't getting due to my loyalty. Sorry about leaving all this detail out, as you can see...it was a much longer story than I should have dropped in the comment section.
@@bluewater3783 Matthew 7:1 Do not judge, or you too will be judged. For in the same way you judge others, you will be judged, and with the measure you use, it will be measured to you. "Why do you look at the speck of sawdust in your brother's eye and pay no attention to the plank in your own eye?
In a day and age when too many people are willing to "blame the other guy" for their own shortcomings, it was refreshing to hear your story. Thank you!
I was CNC programmer/certified toolmaker for 25 years. I wished I worked for somebody like you. Our GM never ran a machine in his life and would never listen to all of his experienced team leaders and supervisors such as myself. I always took pride in making things work and parts were within tolerance. I would personally design and make tools we didn’t have to get the job done right only to get bitched at by a guy who couldn’t change a tire about taking a few hours over the allotted time of the job quote. A good leader trusts their top employees, not question everything they do and give attitude about a skill he/she doesn’t have. Great speech and great example of how a company should run. Kudos!
@@Rick-tb4so What’s the old saying? Managers rise from their level of mediocrity. Funny, people who can’t do or suck at a job usually get managers jobs. This guy was a 2nd cousin to the owner so a little nepotism helped him out. He retired this past December and did actually invite me to his retirement party. I was flat on my back with the one hung low plague and couldn’t attend. Just an arrogant, condescending attitude person. I probably had more college credits than him. He was a draftsman before he got the job. How does that qualify anybody for a GM of a job shop. The guy in charge now was a former used car salesman, how fitting. They should be out of business in the next year or two. He was worthless at his job while was there too. In charge of HR and took care of the health insurance. He screwed me up so bad on a comp case with my doctor that the doctor never got paid and ate the money. What a joke. Place would have thrived with a real toolmaker/programmer at the helm but the Richie Rich owner who had the business given to him never saw it that way.
Owners/managers are like that, believe me & you call 'em on it, you're down the road. If it becomes toxic to the point where it's affecting your life, go be free of it.
When you can NOT meet a spec or verify you meet it ... ALWAYS CALL THE CUSTOMER before running ALL the parts and shipping them. Negotiate the needed specs and agree on the verification process. I have been on the customer side of this MANY times, companies quote, make promises, and even confidentially claim to understand the tough specs .. then deliver JUNK that derails multi-million dollar project timelines. I would MUCH rather a supplier STOP, TALK and Strive to do it Right the first time, even if it takes an extra day or two .. vs. no communication, weeks wasted, piles of junk parts produced, and days of on site mfg & quality control auditing.
This is my favourite story of yours. There are so many lessons to learn from this. It’s so easy to get defensive and angry but it’s best to relax and be calm.
So basically you both were willing to listen to each other. Instead of pissing on each other's shoes, you collaborated and solved a problem that you both had. The implementation of that concept is rare. There's a lot to be said for that level of professionalism. A lesson that can be used for a multitude of situations. Well done. 👍
no matter how customer acting you have to act that customer feel he gets the best from you running a biz, not only knowing how to make something but how to sell
There is an old saying "If you're not making mistakes you're not learning anything " Nobody knows everything! Bravo for listening to your customer and growing the business relationship from this experience.
"I run a company, so I'm not used to people talking to me like that." Why? Does filing for a business license make you royalty? Owning a business doesn't make you a king, it makes you a servant if you're lucky enough to develop and keep customers to serve.
Having the mindset and work ethic that you have as an owner is exactly why you are as successful as you are. Your company is a direct reflection of the people or person who owns /runs it. Keep up the good work. You should be very proud of all involved. !!!
This is how things used to be done on a wide scale. My grandfather was a ceo of Sears back in the 50s. What he had implemented was that Sears people would help manufacturers solve distribution issues, manufacturing problems, and streamline their whole process. This approach was beneficial for all involved, Sears got a better product at a lower cost, and the manufacture made more money by higher output and less cost per item.
i used to work for Sears. Great company. they focused on customer satisfaction extensively. Much of my training was about empathy and how to talk to the customer. i was shocked at how other companies do not train their employees how to talk to customers.
I also worked with Sears and I remember having a meeting with them and they explained not to be afraid of highlighting a non-compliance if one happened as they would work through the problem with you to resolve it. It was very different to how other retailers worked with their suppliers.
@@Brothersfamilyfarm I believe that's true to some extent, but I watched a documentary on Walmart and their practices with suppliers and it was not pretty. They were very aggressive in their approach and not helpful for suppliers on helping them, just do as a say kinda thing. They dictated the price that they wanted if you want to sell in our stores.
Nice to see nobody had to sick the lawyers on each other. Refreshing to see problems settled like real men. Also save a ton of money not paying the sheister lawyers.
Well if they settled it like men... They would have stayed out in the parking lot instead of the conference room. But fighting only leads to negative results and conversation leads to positive results.
First time watching a video on your channel. I am impressed by the fact that both of you at the end put all emotions aside and worked together to solves the problem and at the end of the day developed a great partnership and friendship! I wish more people had this type of mentality! Just think if many people did just how many problems would be solved and how many relationships would be built. Definitely look forward in watching more of your videos Titan!!
As a young machinist, I look up to you man, 19 years old and am going on to my 2nd year of CNC work Including programming, setups, fixtures and operating. Couldn't be happier with my job title
People in general don't seem to understand exactly what it is we as machinists do for a living. Many years ago a friend of my wife's asked me what I did for a living. My response was "I make the life you live possible". That is not even one bit of an understatement. Machining is the foundation of modern society. You should be damn proud of what you choose to do with your life. In my time in the trade I've helped save lives with medical device manufacturing and prototyping. I've helped defend this country with parts for military communication and radar systems. I've even helped entertain people with parts that I've made that are in Disney animatronics.
@@brandons9138 I love my job, now the company I'm right now isn't the best paying ,but I just got another offer for more than 25 an hour! I totally agree that people don't seem to understand what we really do and what goes into everyday machines. The one thing I've heard in my shop that's stuck with me is this: "take pride in your work" and that's exactly what I plan on doing
@@-xgnsparta7377 More money is nice, but make sure the move can provide more than just cash. Make sure that they want to invest in YOU. Training and skills growth helps you be better for them. Be the guy that is there to lift others around you.
@@-xgnsparta7377 It sounds like they want to take care of their people. That is definitely a good sign. Definitely take advantage of the money they put up for education. That is a rare benefit these days. I don't want to sound like an old fart, but we need younger guys like you in this trade. It keeps us older guys on our toes.
I appreciate your attitude and you have gained my respect. Your customer service is real customer service. Mistakes happen. The handling of the situation separate the Great from the low standards that are being forced upon other companies customers is terrible. I am a licensed professional craftsman and have seen the fall of quality service in my 42 working years both by the newer generations and company greed and /or apathy. Thanks to you for caring and properly addressing the customers concerns. The way it should be and used to be.
Titan shits on the little guy and kisses the big guys a55. I gave him a part many years ago to get a bid on. Gave me the bird and told me to f*çk off. I just emailed him the part into and asked for a quote. Didn't get anything, told me we don't do this. Found another guy to do it and he did a fantastic job.
Humility, listening, learning and working toward a mutual goal of excellence in machining. Titan, you are amazing and you are a wealth of wisdom rarely found these days. If there were anybody I would leave my career for, it would be you. You inspire me to become a machinist, "exactness" is literally in my blood. Keep up the great work!
I have to say, without there being any doubt. Knowing exactly what you are expressing to me, the viewer of the video, a video you made to be seen by me, and not just me but others, like me and not like me, I should just say, as I have a important viewpoint, not just my own viewpoint, but one perhaps shared by others. YOU ARE THE MOST LONGWINDED, REDUNDANT, FRUSTRATINGLY PERCISE SPEAKER I HAVE EVER HEARD. DAMN
That's a great story. Not only did you own the mistake, you listened. You didn't only fix the parts, you made a device to make sure that that mistake wouldn't happen again. You learned that if a part was complex and needed processes you hadn't done before to work with the customer to come up with ways to make them so they'd get the parts they needed.
If he had told him that there where going to move there work to a different shop over time you probably would have not been willing to lose extra money on the parts you f up on
Yes. Notice he kept repeating the word "listened". With humility, he sidelined his ego in order to repair not just a 'part' but his company's reputation. Both sides had a lot riding on getting this right and most importantly were genuinely motivated to do what it took to make it right. Hugh respect for all involved :-)
I worked for a company from 1972 to 1985. We made parts for the medical industry and the air craft industry. It was the early days of NC and CNC machines. I was the lead welder and designed welding fixtures to weld precision parts. I welded all metals. On many parts I had to hold tolerances of 0.003. I had to know how the metal would move from welding and how to counter that to bring it into tolerance. One of the things I made was a part that went into the Voyager satellites. Didn't know what it was at the time. Many of the parts we made we didn't know what they were for only some liked of air craft. Our machinist made things using Hastelloy, Inconel, Titanium and other more common metals. I am now 73 and that was one of my favorite places to work. Your video reminded me of those times. The CNC machines are so much more cool now. I did use a lathe and mill and made sheetmetal parts to build my fixtures but mostly I welded parts. At one time in my career I was a welding instructor and that was a job I enjoyed too. Kenlab was the company they had the same attitude and that made me proud to be employed with them.
More manufacturing facilities need to have this mindset and ownership when problems come up. That’s how you keep your customers and employees happy. Thanks for the video.
This wasn't a problem that "came up" though. He knew full well he didn't have the machinery to manufacturer this part properly before he even started the job. Not only that, but he also doesn't have the proper machine to test the part that he ended up making. Knowing that this part will be used to build Rockets, with tolerances in the thousands of an inch, he shipped it out without testing to know if it meets spec because "it looked shiny" and "felt smooth". That's the opposite of having integrity. Integrity would have been to say to the customer that he didn't have the proper Machinery to do the job. This guy lucked out big-time with that customer. At least I hope he had to eat the extra cost for this job
@@markrebehn5568 Yeah. My company was on the customer side of this kind of thing not too long ago. Thankfully, we just built drones, but it's still not a good feel when $250K birds start plopping out of the sky because of a faulty part.
Please tell me why I am thinking like this. Why did you even accept the job, knowing you don't have the right equipment for it? Wouldn´t be better to say upfront, sorry we can´t, or something similar?
This is real world wisdom in action. Thanks for sharing the behind the scene experience of vendor / customer relationships. When things don't go well, it's how we managed them. Titan and crew you guys are awesome at demonstrating leadership.
Taking responsibility for a mistake and not making excuses by a company is one of the rarest things ever. This video should be viewed by EVERY CEO of every company, no matter the product. Great video sir.
I don’t know how this showed up on my feed but I’m glad it did. I couldn’t stop watching and empathizing what it felt to go through a setback like that and humbly trying to move forward to fix the problem. Great work
You are definitely a inspiration. After 28 years in the trade it's hard sometimes to stay excited about our jobs. I get burned out sometimes running multiple machines. I will use your instructions to stay humble, focused and driven.
The lesson is that when you bite off more than you can chew with a spec - talk to the customer. See if they really need exactly what's on paper or not. _Ask_ if they would accept a waiver - then you'll learn how serious they are (or aren't) about their specs _and_ nobody wakes up to a nasty surprise. If you're not 100% sure you're meeting spec and you _know_ it, don't just slide it out the door anyway. We have customers that will, for very special parts, even pay NRE for us to tool up for whatever special tests or inspections the parts require so it doesn't hurt to keep the dialogue channels open - especially for bigger accounts and crazier parts.
Anyone working with Customers in any industry needs to hear this. If I wasn’t retired I’d ask your permission to add this video to my training protocol.
The true definition of a leader is you sir, take responsibility for the screw ups and do what has to be done to make it right, I would have loved to work with you in my younger days. I really enjoy watching your videos, the advancement y’all do in machining is fantastic! Keep up the great work.🇺🇸🇺🇸🇺🇸
Nobody ever won an argument with a customer without losing the war. What is the value of an existing customer? It's huge, yet so few understand that. Glad to see you do Titan.
Just graduated with a Mechanical Engineering degree been looking for jobs no luck. Man watching these videos really makes me want to work for you. Keep up the amazing work Titan!
I don't know much about machine shops other than my first-ever job was sweeping the floors in one. But even if you don't know a single thing about machining, this video has excellent customer service and interpersonal interaction lessons that anyone in any business can use. Not sure why this came up on my recommended list, but I'm glad I watched it.
Titan, you are an inspiration to us all. Your teaching, communication and life lessons that you are sharing are amazing. Thank you. You are a blessing.
I don’t a thing about you or your company. Just found this but I was a customer service rep (claims adjuster) for years. This sums up beautifully a principle that crosses over to any industry. You listened and stayed humble. I’ve had to do that countless times. I was good at my service with people because of some of these same things you’ve said. I didn’t know what to expect from this but it was a good video. Well done.
One of the biggest problems in society today is that too many people are unwilling to accept responsibility for their actions and the consequences attached to those actions, whether it is in business, someone’s personal life, etc. The way you and your guys handled this was the absolute correct way the situation should’ve been handled. Good job!
If you ever are in need of a senior sales exec, I would literally drop anything to work for you. I teach my children every day, you work for a man you look up to. This story gave me chills.
Having had oversight of aerospace companies for years, and having had qualified companies to manufacture aerospace parts, I can tell you your absolute humility and willingness to see the problem thoroughly corrected is what saved you. Kudos to you and your team for a rework well done!
I am fascinated watching your machines cut through, and form metal parts like it's butter. My neighbor is a machinist with 20+ years in the field, and it's cool to see what he does every day. Thanks!
Agreed- lots of humble bragging about how great he is for stepping up. Pats himself on the back about 20 times for not throwing his crew under the bus. Earlier on, he even bashes the client- something like "We all know who this guy is" or something implying an issue with the guy. Epic fail of a video.
This is like a thing of the past. People do NOT own up to their mistakes. My father taught me this great lesson many years ago and its what I live by. I own the mistake, I'll correct it and it will never happen again is how I work. Love the channel, love the videos. Keep up the fantastic work! Much love and gratitude.
You know plenty of times people have owned their mistake and lost it all and never got it back right? Self entitlement says that if you own mistakes then you deserve to be rewarded. Its easy to look back on a business that is working and say all the good decisions, but what about the same business that made all the same decisions but failed. LUCK plays a HUGE part in success, a lot more than rich want to let on. .
I don't think anybody taught me that, but I was able to figure it out myself. This gives me hope, that more people like this will come anyway. Even despite that the weak having so loud voice now.
Same here, Dad & later I were both Naval officers, he, as a civilian was a design engineer, I was a Radiological/Biomedical Engineer/National Service Manager, designing, building, installing, reparing and doing the field engineering to improve our products, if we (the company) or I, made an error, I owned it, and if the customer only BELIEVED we made an error, WE owned it, and took the steps needed to settle the issue for that customer. THAT is what my vision of 'customer service' has always been. I have seen from working for other companies that did NOT follow these rules, find this 'truism' of mine: '1- unhappy customer will tell a thousand people about his bad experience, while 10,000 happy customers will just do their business with us and others and not say ANYTHING, so that 1- bad experience costs you more business than the next 10 new happy customers will generate for you.'
It's true, tattoos do make you look silly. It is common for people to judge a book from its cover. If you are a young person thinking of covering yourself in tattoos, think long and hard before you do it.
I love that you said "...think about it..." and not "don't do it". Any tattoo I get is always given a minimum of 6 to 8 months of thinking. Minimum. So it should be for any commitment that is long term, potentially forever.
13:25 what is this person doing? Is that how you hold and measure the parts? He's literally choosing the diameter that he wants, why is he not using the end part of Mitutoyo(the part that's actually used to measure things aka scroll wheel)
Titan Leader, thank you for this video. I am a retired Organizational Leadership Professor, Internationally Certified Executive Coach, and my last job I was the CEO of an International Precision Engineering Valve Automation firm working out of Singapore and all of SE Asia and the Middle East. I wish I had your video to show my students, and Executives I coached. I'm forwarding your video to some Leadership Professors that are still in the trenches. Well done. You truly optimized the true meaning of a Great Leader. I'm impressed. Cheers
There was a time a company I worked for were doing sheet metal part assembly packages for a couple of DMG Mori's machine tool lines, and our team had to drive up to Davis, CA from Ventura County, to speak with the president of the company for quality issues. We got chewed out, and my coworkers were defensive to say the least, and I remember when it was my time to speak, I humbled ourselves and communicated our determination to improve quality and to work with them to correct some items delivered. The mood from DMG changed and I saw relief from their team when we displayed our shared commitment to meeting their deadlines and assuring quality. Many times I had to endure poor attitudes in manufacturing from all levels of an organization, up to even the owner. Titan, your lessons are valuable and give me reassurance of what I've done, and what I strive to do, are indeed the right thing to do.
Titan your stories are amazing and I have so much respect for you. The best thing is your academy and the efforts you put into educating people in this career . I’ve tried so hard to promote machining ever since I graduated from the Vo Tech school I graduated from in 1968. Their shop has grown and become so much better than when I was there but it’s still a problem to get students to attend. The 3 sending schools are more concerned about how many students they can send to college. Weather or not this is the best choice for them. Any ideas to help promote this would certainly be appreciated . Not only from an educational point but to the point that my 3 sons who took over my shop of 40 years can simply not find employees . COVID has made this even worse because people get more for not working anymore. Again my heartfelt thanks for all you do.
Big respect here. Need more company owners like you because of your customer service, attitude about your employees and willingness to admit to the entire internet you screwed up. Thanks
A man who understand’s customers! Very logical thinker with excellent personal skills. This Company has unlimited potential , with someone like this putting a team together. Fantastic example of proper business relationship.
As an executive and coach I am constantly looking for individuals like yourself that talk about their obstacles and they overcome them. This is fantastic example of turning a potentially disastrous situation into a lifelong partnership opportunity. Well done! I will be sharing this with my team if you don't mind ?
Thank you. Loved your video. What a great lesson. Loved your humility, hearing the customer out, commitment to customer, willingness to do whatever is required to fix the problem, seeking input and creating a partnership
A very mature and humble way to approach any job, for a customer. I worked in the aerospace industry for 32 years, myself. I started out as an A&P mechanic. One of the departments that I worked in, was for a major airline, in their Technical Operations Center. That department was the FAA authority for the company to be able to manufacture parts for an aircraft. I was an analyst, and responsible for writing technical manufacturing orders. The key elements in your people skill set, was to understand the mind set of the various personnel that were part of the process chain, for you yourself to be able to effectively communicate, and to keep a cool objective head on your shoulders, when problems came up. Example ; Being able to explain to a manager with a business degree, why a billet material, can't replace a forging with specific material grain direction. Sometimes you're ultimately answering to a marketing or sales executive, that has the ear of the company's top tier. So you have to always be able to sell your knowledge, and build a bond of trust, between your department, and business agent you were answering questions for.
"The relationship really started when we srewed up badly..." Wow, man, taking ownership of a srewup requires humbleness, wisdom and balls ;) To be honest and showing transparancy is wonderful buildingblocks in almost anything
Although this goes back in time - it is a timeless lesson in how to run a company and maintain business relationships and quality standards. Enjoyed every moment of this - and this should be required listening for a LOT of companies no matter what industry they're involved in. Judging by the title I thought this was gonna go in another direction - and was pleasantly surprised and glad I was wrong. Well done - very uplifting and inspirational.
Thank you for sharing this event that would have been stressful. Some important take away lessons and great channel Titan. Mass manufacturing to high tolerance in an interesting ball game.
I needed to watch this tonight. Lifes pressures have been weighing heavily lately. Thank you for sharing this. Accountability goes a long way with people. Great work my friend.
You said it, the exact problem when you took a job to make a part but lacked the precise machines to complete the job within .002, You did the right thing and stayed calm and listened.
This may be a heartwarming story but this is why Communist China is number one in the space race. Capitalism is dependant on getting by the seat of your pants and making it work out in the end with everyone making a tidy profit. But when it comes to the pinnacle of technology trial and error is not good enough. Success is more powerful than profit. That's why the USA is no longer number one. RIP Capitalist USA long live Communist China!
You'll be jailed making comments like this against the ccp in China. If you're an American, you should be ashamed of yourself for not knowing what freedom you have left. But Hey, it's still a free country right? Say what you, China has very little innovation, free thinkers, but they are experts at copying and stealing from other countries. Not saying there's no talented or smart people there, just that individuals can't think for themselves or get too creative, or can't be wealthy without the support from the communist party. My only advise to you, If you love communism, you're better off living in China. Or perhaps you're there, one of those fifty cent guys?
@@peteryeung111 The only difference between China and America is China is openly is a dictatorship. The USA is a dictatorship as well but plays the role of being a democracy. Only the victims of American thought control/Propaganda can not see the truth.
This was an excellent video! Thank you for sharing. The start of beautiful relationship! Awesome work on taking ownership of the whole situation. Honesty wins every time.
This sorta happened to me… except I was at the operator level and I got fired without notice or anything. I had to find out why I was fired from someone else in the company and he knew before me because that whole shop is a bunch of chatty Kathys! I would have owned my mistake if it was only my mistake but it wasn’t just me it was QC and their engineers. I’m still looking for work if anyone knows of openings of quality shops in DFW.
Titan, that was a great story! We have done similar process development to get some of our parts as perfect as possible too! Keep the inspiration coming.
You and your organization are the exception. No one wants to take ownership when there is a problem. They want to blame someone else. Good Luck, Great Job.
Ive only heard 5 minutes here, but i already respect the care that this author expresses in phrasing his diction and being calmly precise - with complete candor, no misplaced judgement, just description. If he applies this same methodical patience to this business, thats probably good.
0:28 why would you running a company mean that you're blown away by people talking to you like that? Does running a company make you a God or something. Humble yourself. You're just a person like everyone else. Mr "I run a company"
Thanks for sharing so much, now that I had my coffee and chips ( metal ) for this day>>> I need to hit my projects to be one step closer to making my own chips.
I don't know why this video came in as a suggested video by UA-cam but I was opened to watching it. You told the story very well which kept me interested to listen til the end. This is a very good advice. Thanks for telling it, sir.
I LOVE this story. Seriously; I love it. NOBODY is perfect, but it says everything about someone's character when they have the humility to see it and work with others to find solutions.
You missed one important point. He could have just cut ties with your organization, instead he drove 10 hours. He acted as he felt he needed, you responded in good faith. But had he not driven those 10 hours who knows where he or you would be
Sounds like titan tried to pull a fast one on his customer. He said it himself he didn't have the right tool to guarantee the finish. So he knew that those parts could be bad and sent them out hoping he wouldn't get caught. The real lesson here should be don't quote parts you as a buisness don't have the right equipment to ensure the part is right and on spec. I would have pulled my parts from his shop on the simple principal that he admitted he didn't have the right equipment to do the job. The trust is broken at that point. And every part after that there would always be doubt that the parts are actually right or are they just lieing about checking the quality of the part again and trying to sneak quality issues past me.
I can not believe all the people putting this guy up on a pedestal. He literally admits to not having the tool to check his work and sent the part anyway.
I have always said anyone can screw up. It’s how it’s handled that is a mark of a true professional.
Always such a rush, the rush of internal work being done so you can grow.
That goes from ordering a burger at a drive through to buying a car or house, or building spec specific parts. That's exactly it.... mistakes happen but it's how the mistakes are taken care of when confronted!
Very , very true !!!
Well said. Its easy to be the great guy when everything is working right. Its a lot tougher when they aren't.
Words to live by.
This is great. You turned an angry customer into someone that will probably never use anyone else but your company if he has his choice. This is a great story and you are a great business owner.
"I have employees that are dependent on the work that this company is giving us." My God you have such an amazing mindset I wish more owners thought like you. Keep up your awesome work!!
It's the winning way, from my point of view.
Take care of the people who make you money and they'll take care of you
Yea, I too wish more owners thought like him. Most owners care enough about the employees to milk enough dollars out of the company till it's pretty much drained but still saleable. Then the next poor sap comes along it'll be years before he can even turn a profit. Again, caring enough about the employees to get things up to speed so they can milk the machine but do you think they're going to be well taken care of for their trouble? Do you thing they were fairly compensated while the previous owner sucked every dime out of the company? No. I'm 55 now. I was loyal to a company that promised me, "when get over this hump you'll get a big raise!" But even though we had tons of work we never seemed to get over the hump. But I was loyal. They got rich, sold the company, the new guy didn't see the dedication I put forth. He didn't see that I put my life into the company so it would succeed, so I could succeed. He didn't see why I deserved a raise, I was brand new, just like everyone else that worked there. But I ran shit. I was the chief engineer. When I tried to make it clear that I was valuable to the company if he were interested in keeping me. I was told, "you're not valuable, I can hire another 'draftsman' for way less than you make now...and you think you deserve a raise? Hahahaha" So I left, I took EVERYTHING with me. I did the purchasing, the artistic renderings of our products, the engineering, the planning. EVERYONE in the place relied on me to get them the information they needed to do their jobs and the materials to do it with. I tried to the guy, I wasn't just a "lowly draftsman". I was the company. When I left the guy would run around screaming at everyone to get to work but there was no materials. He'd scream at them to call who they got their materials from. They handed the guy my name and number LOL. The first call, he DEMANDED I bring all the names, addresses and phone numbers of the businesses we got our material from. Hell it was in the documentation! By the time he found what he needed most of the rest quit. The venders didn't want to deal with him because he treated his people and them like shit. When he hired new people, it was a niche company, nobody knew how to do what we did so he treated those people like shit. The next calls were more like begging...I just hung up on him. And you know what? The next company I worked for didn't care any more about my loyalty than the previous one. I'm self employed now. A small one many organization. I've never been happier!
@@bluewater3783 It was already a long post so some details got dropped. I explained to the new owner what I did in the process of letting them know how we did what we did. Like any new owner he wanted to change things around some which is fine...it's his right? I let him find out what wouldn't work by letting it catch on fire. I'd go put it out, and explain to him, again, how we did what we did. After only a couple of those he could see I ran everything and gathered everything we needed to run the company. He would come to me to see what we should do when there was a new customer which was my area anyway and I'd make suggestions and without being a jerk I "let him know I was valuable to the company". I let him know by showing him what I did, how I had to pretty much remember everything or there'd be a separate building for all the filing cabinets. When it was time for him to take a week off I was in charge and of course things ran well. Then while I was off I lined everything up so that he really didn't have to do anything while I was gone. I had my designs done in advance, materials ordered, my people were all lined up on the jobs. Then, while I was off, he got greedy and talked the customer into more than he initially agreed to. There were two problems with that. There wasn't enough materials for the extra and the extra wasn't approve by the township. I'd had already pulled the permit for the project and we were already at the limit of what we could sell him because the rules only allowed so much of our product. Things went to crap quick, this was before cell phones were common. Care phones or "bag phones" existed but the point being, I wasn't reachable until I got back into town and found a bunch of "oh crap...I really need you to come in and put this fire out" messages on my machine. At first the attitude was like it was my fault. It wasn't hard to point out that it was not because the township sent a cop to stop work on the project while at the same time the shop was a mess because there wasn't enough material for the "additional". I told him he'd have to tell the customer we couldn't do that and go back to what we were allowed by law to do there. He exploded and that's when I was called a "glorified draftsman" that he could replace for a lot less money. I simply looked at him and said "ok". So I was actually fired and asked to immediately leave. I did, assuming it was just a temper tantrum and he'd call and try to iron it out but his ego just wouldn't let him do it so the vender receipts were there, he just had to call and ask who I'd been dealing with but somehow he screwed that up too. When I was fired things spun out fast. He blamed everything on me which my people knew wasn't true or fair. He started taking stuff out of them and a couple more key people quit so now it was well past being able to smooth out. I had a new job in a week making much more money, money I deserved but wasn't getting due to my loyalty. Sorry about leaving all this detail out, as you can see...it was a much longer story than I should have dropped in the comment section.
@@bluewater3783 Matthew 7:1 Do not judge, or you too will be judged. For in the same way you judge others, you will be judged, and with the measure you use, it will be measured to you. "Why do you look at the speck of sawdust in your brother's eye and pay no attention to the plank in your own eye?
In a day and age when too many people are willing to "blame the other guy" for their own shortcomings, it was refreshing to hear your story.
Thank you!
I was CNC programmer/certified toolmaker for 25 years. I wished I worked for somebody like you. Our GM never ran a machine in his life and would never listen to all of his experienced team leaders and supervisors such as myself. I always took pride in making things work and parts were within tolerance. I would personally design and make tools we didn’t have to get the job done right only to get bitched at by a guy who couldn’t change a tire about taking a few hours over the allotted time of the job quote. A good leader trusts their top employees, not question everything they do and give attitude about a skill he/she doesn’t have. Great speech and great example of how a company should run. Kudos!
Most managers are that way......employees are beneath them and taking their info hurts their ego....
@@Rick-tb4so What’s the old saying? Managers rise from their level of mediocrity. Funny, people who can’t do or suck at a job usually get managers jobs. This guy was a 2nd cousin to the owner so a little nepotism helped him out. He retired this past December and did actually invite me to his retirement party. I was flat on my back with the one hung low plague and couldn’t attend. Just an arrogant, condescending attitude person. I probably had more college credits than him. He was a draftsman before he got the job. How does that qualify anybody for a GM of a job shop. The guy in charge now was a former used car salesman, how fitting. They should be out of business in the next year or two. He was worthless at his job while was there too. In charge of HR and took care of the health insurance. He screwed me up so bad on a comp case with my doctor that the doctor never got paid and ate the money. What a joke. Place would have thrived with a real toolmaker/programmer at the helm but the Richie Rich owner who had the business given to him never saw it that way.
Owners/managers are like that, believe me & you call 'em on it, you're down the road. If it becomes toxic to the point where it's affecting your life, go be free of it.
This is professionalism on the highest level,I wish other manufacturers would adopt this concept.
Yes car manufacturers😆
If I wasn't a business owner myself, I'd want to work for you. I hold the same values, standards and ethics as you do. I love this story!
Hey I need a career 😆
Ahaha.
When you can NOT meet a spec or verify you meet it ... ALWAYS CALL THE CUSTOMER before running ALL the parts and shipping them. Negotiate the needed specs and agree on the verification process. I have been on the customer side of this MANY times, companies quote, make promises, and even confidentially claim to understand the tough specs .. then deliver JUNK that derails multi-million dollar project timelines. I would MUCH rather a supplier STOP, TALK and Strive to do it Right the first time, even if it takes an extra day or two .. vs. no communication, weeks wasted, piles of junk parts produced, and days of on site mfg & quality control auditing.
This is my favourite story of yours. There are so many lessons to learn from this. It’s so easy to get defensive and angry but it’s best to relax and be calm.
So basically you both were willing to listen to each other. Instead of pissing on each other's shoes, you collaborated and solved a problem that you both had. The implementation of that concept is rare. There's a lot to be said for that level of professionalism. A lesson that can be used for a multitude of situations. Well done. 👍
This would be the best graduation speech ever. How to behave and interact. How inspiring and motivating.
You are exactly right. Applies to many fields of customer service !!
no matter how customer acting
you have to act that customer feel he gets the best from you
running a biz, not only knowing how to make something
but how to sell
Absolutely!
I have no idea how this made it into my feed but I'm grateful that it did. Thank you for sharing this lesson.
There is an old saying "If you're not making mistakes you're not learning anything "
Nobody knows everything!
Bravo for listening to your customer and growing the business relationship from this experience.
Basically wrote same comment...good boss for an apprentice...
Between honest professionals, a dispute is a pleasure.
If you are not making mistakes you are not making anything
Just make damn sure you can learn from those mistakes. You get only one chance if you are lucky
Some of our vendors then must be learning a shit ton.
"I run a company, so I'm not used to people talking to me like that." Why? Does filing for a business license make you royalty? Owning a business doesn't make you a king, it makes you a servant if you're lucky enough to develop and keep customers to serve.
typical ego driven amerilard
Having the mindset and work ethic that you have as an owner is exactly why you are as successful as you are. Your company is a direct reflection of the people or person who owns /runs it. Keep up the good work. You should be very proud of all involved. !!!
Great story from both sides. Emotions subsided, business heads aside and logical heads prevailed between science/tech guys. Cool
This is how things used to be done on a wide scale. My grandfather was a ceo of Sears back in the 50s. What he had implemented was that Sears people would help manufacturers solve distribution issues, manufacturing problems, and streamline their whole process. This approach was beneficial for all involved, Sears got a better product at a lower cost, and the manufacture made more money by higher output and less cost per item.
i used to work for Sears. Great company. they focused on customer satisfaction extensively. Much of my training was about empathy and how to talk to the customer. i was shocked at how other companies do not train their employees how to talk to customers.
this is how things are still done. how do you think walmart lowers costs of products? lolol
I also worked with Sears and I remember having a meeting with them and they explained not to be afraid of highlighting a non-compliance if one happened as they would work through the problem with you to resolve it. It was very different to how other retailers worked with their suppliers.
@@Brothersfamilyfarm I believe that's true to some extent, but I watched a documentary on Walmart and their practices with suppliers and it was not pretty. They were very aggressive in their approach and not helpful for suppliers on helping them, just do as a say kinda thing. They dictated the price that they wanted if you want to sell in our stores.
@@kfiscal01 as they should. their the store front. if these businesses want to use them, they must do what they want.
this is great.
You are a great business owner. Just the part of you taking responsibility does it for me. Much respect.
Nice to see nobody had to sick the lawyers on each other. Refreshing to see problems settled like real men. Also save a ton of money not paying the sheister lawyers.
Lawyers can’t fix the parts.
Well if they settled it like men... They would have stayed out in the parking lot instead of the conference room. But fighting only leads to negative results and conversation leads to positive results.
@@terjeoseberg990 neither can the wrong attitude...
@@davideshoo8269, Absolutely.
@@smooth_ops2942 Thats not solving it like men, thats caysing more problems like a pansy thats scared of a real conversation
First time watching a video on your channel. I am impressed by the fact that both of you at the end put all emotions aside and worked together to solves the problem and at the end of the day developed a great partnership and friendship!
I wish more people had this type of mentality! Just think if many people did just how many problems would be solved and how many relationships would be built.
Definitely look forward in watching more of your videos Titan!!
As a young machinist, I look up to you man, 19 years old and am going on to my 2nd year of CNC work Including programming, setups, fixtures and operating. Couldn't be happier with my job title
People in general don't seem to understand exactly what it is we as machinists do for a living. Many years ago a friend of my wife's asked me what I did for a living. My response was "I make the life you live possible". That is not even one bit of an understatement. Machining is the foundation of modern society. You should be damn proud of what you choose to do with your life. In my time in the trade I've helped save lives with medical device manufacturing and prototyping. I've helped defend this country with parts for military communication and radar systems. I've even helped entertain people with parts that I've made that are in Disney animatronics.
@@brandons9138 I love my job, now the company I'm right now isn't the best paying ,but I just got another offer for more than 25 an hour! I totally agree that people don't seem to understand what we really do and what goes into everyday machines. The one thing I've heard in my shop that's stuck with me is this: "take pride in your work" and that's exactly what I plan on doing
@@-xgnsparta7377 More money is nice, but make sure the move can provide more than just cash. Make sure that they want to invest in YOU. Training and skills growth helps you be better for them. Be the guy that is there to lift others around you.
@@brandons9138 they have a pention, pretty much all the insurance/benefits I'll ever need, match 6% 401k and will pay 80% for college tuition
@@-xgnsparta7377 It sounds like they want to take care of their people. That is definitely a good sign. Definitely take advantage of the money they put up for education. That is a rare benefit these days. I don't want to sound like an old fart, but we need younger guys like you in this trade. It keeps us older guys on our toes.
I appreciate your attitude and you have gained my respect. Your customer service is real customer service. Mistakes happen. The handling of the situation separate the Great from the low standards that are being forced upon other companies customers is terrible. I am a licensed professional craftsman and have seen the fall of quality service in my 42 working years both by the newer generations and company greed and /or apathy. Thanks to you for caring and properly addressing the customers concerns. The way it should be and used to be.
Titan shits on the little guy and kisses the big guys a55. I gave him a part many years ago to get a bid on. Gave me the bird and told me to f*çk off. I just emailed him the part into and asked for a quote. Didn't get anything, told me we don't do this. Found another guy to do it and he did a fantastic job.
You took accountability and integrity and made it happen...BOOOMM!!! Love the channel 100%!!!
Humility, listening, learning and working toward a mutual goal of excellence in machining. Titan, you are amazing and you are a wealth of wisdom rarely found these days. If there were anybody I would leave my career for, it would be you. You inspire me to become a machinist, "exactness" is literally in my blood. Keep up the great work!
I have to say, without there being any doubt. Knowing exactly what you are expressing to me, the viewer of the video, a video you made to be seen by me, and not just me but others, like me and not like me, I should just say, as I have a important viewpoint, not just my own viewpoint, but one perhaps shared by others. YOU ARE THE MOST LONGWINDED, REDUNDANT, FRUSTRATINGLY PERCISE SPEAKER I HAVE EVER HEARD. DAMN
That's a great story. Not only did you own the mistake, you listened. You didn't only fix the parts, you made a device to make sure that that mistake wouldn't happen again. You learned that if a part was complex and needed processes you hadn't done before to work with the customer to come up with ways to make them so they'd get the parts they needed.
I've been in it for 23 years, and your channel has rekindled a fire that went out a long time ago. Thank You Titan. Keep em coming.
Titan the lessons learned here is priceless, all manufacturers should learn from this life lesson, love you Titan!
Love you too🤙
Thanks
absolutely!!!
No he got lucky
The only thing that saved you was the fact that it was cheaper at that point to stick with you if it wasn't , you be talking to lawyers right now
If he had told him that there where going to move there work to a different shop over time you probably would have not been willing to lose extra money on the parts you f up on
Sitting down together and really speaking and planning through and around problems is underrated.
Yes. Notice he kept repeating the word "listened". With humility, he sidelined his ego in order to repair not just a 'part' but his company's reputation. Both sides had a lot riding on getting this right and most importantly were genuinely motivated to do what it took to make it right. Hugh respect for all involved :-)
I worked for a company from 1972 to 1985. We made parts for the medical industry and the air craft industry. It was the early days of NC and CNC machines. I was the lead welder and designed welding fixtures to weld precision parts. I welded all metals. On many parts I had to hold tolerances of 0.003. I had to know how the metal would move from welding and how to counter that to bring it into tolerance. One of the things I made was a part that went into the Voyager satellites. Didn't know what it was at the time. Many of the parts we made we didn't know what they were for only some liked of air craft. Our machinist made things using Hastelloy, Inconel, Titanium and other more common metals. I am now 73 and that was one of my favorite places to work. Your video reminded me of those times. The CNC machines are so much more cool now. I did use a lathe and mill and made sheetmetal parts to build my fixtures but mostly I welded parts. At one time in my career I was a welding instructor and that was a job I enjoyed too. Kenlab was the company they had the same attitude and that made me proud to be employed with them.
More manufacturing facilities need to have this mindset and ownership when problems come up. That’s how you keep your customers and employees happy. Thanks for the video.
too bad none of them do
This wasn't a problem that "came up" though. He knew full well he didn't have the machinery to manufacturer this part properly before he even started the job. Not only that, but he also doesn't have the proper machine to test the part that he ended up making. Knowing that this part will be used to build Rockets, with tolerances in the thousands of an inch, he shipped it out without testing to know if it meets spec because "it looked shiny" and "felt smooth". That's the opposite of having integrity. Integrity would have been to say to the customer that he didn't have the proper Machinery to do the job. This guy lucked out big-time with that customer. At least I hope he had to eat the extra cost for this job
@@markrebehn5568 agreed
@@markrebehn5568 Yeah. My company was on the customer side of this kind of thing not too long ago. Thankfully, we just built drones, but it's still not a good feel when $250K birds start plopping out of the sky because of a faulty part.
Please tell me why I am thinking like this. Why did you even accept the job, knowing you don't have the right equipment for it? Wouldn´t be better to say upfront, sorry we can´t, or something similar?
This is real world wisdom in action. Thanks for sharing the behind the scene experience of vendor / customer relationships.
When things don't go well, it's how we managed them. Titan and crew you guys are awesome at demonstrating leadership.
Taking responsibility for a mistake and not making excuses by a company is one of the rarest things ever. This video should be viewed by EVERY CEO of every company, no matter the product. Great video sir.
Absolutely the best advice to give anyone. Be humble, be attentive, be gracious, and be flexible. You're one of the greats Titan
I don’t know how this showed up on my feed but I’m glad it did. I couldn’t stop watching and empathizing what it felt to go through a setback like that and humbly trying to move forward to fix the problem. Great work
You are definitely a inspiration. After 28 years in the trade it's hard sometimes to stay excited about our jobs. I get burned out sometimes running multiple machines. I will use your instructions to stay humble, focused and driven.
The lesson is that when you bite off more than you can chew with a spec - talk to the customer. See if they really need exactly what's on paper or not. _Ask_ if they would accept a waiver - then you'll learn how serious they are (or aren't) about their specs _and_ nobody wakes up to a nasty surprise. If you're not 100% sure you're meeting spec and you _know_ it, don't just slide it out the door anyway. We have customers that will, for very special parts, even pay NRE for us to tool up for whatever special tests or inspections the parts require so it doesn't hurt to keep the dialogue channels open - especially for bigger accounts and crazier parts.
Hey man, I’m a LSS Manager and I’ve got to say, you hit the nail right on the head! Great job! I’m sure your employees are proud to work with you!
Anyone working with Customers in any industry needs to hear this. If I wasn’t retired I’d ask your permission to add this video to my training protocol.
The true definition of a leader is you sir, take responsibility for the screw ups and do what has to be done to make it right, I would have loved to work with you in my younger days.
I really enjoy watching your videos, the advancement y’all do in machining is fantastic! Keep up the great work.🇺🇸🇺🇸🇺🇸
Nobody ever won an argument with a customer without losing the war. What is the value of an existing customer? It's huge, yet so few understand that. Glad to see you do Titan.
Just graduated with a Mechanical Engineering degree been looking for jobs no luck. Man watching these videos really makes me want to work for you. Keep up the amazing work Titan!
Seriously! Where from? Where do you live?
go work in the battery metals industry, they need machine engineers right now.
AST spacemobile hires fresh out of school Mechanical Engineering Graduates all the time. Check in to them.
That is kind of scary. Im going to school for Mechanical Engineering...
@@losrussets8945 stick to it man, you will find a shop to get your foot in. We need more like you, always.
I don't know much about machine shops other than my first-ever job was sweeping the floors in one. But even if you don't know a single thing about machining, this video has excellent customer service and interpersonal interaction lessons that anyone in any business can use. Not sure why this came up on my recommended list, but I'm glad I watched it.
Titan, you are an inspiration to us all. Your teaching, communication and life lessons that you are sharing are amazing. Thank you. You are a blessing.
I don’t a thing about you or your company. Just found this but I was a customer service rep (claims adjuster) for years. This sums up beautifully a principle that crosses over to any industry. You listened and stayed humble. I’ve had to do that countless times. I was good at my service with people because of some of these same things you’ve said. I didn’t know what to expect from this but it was a good video. Well done.
One of the biggest problems in society today is that too many people are unwilling to accept responsibility for their actions and the consequences attached to those actions, whether it is in business, someone’s personal life, etc. The way you and your guys handled this was the absolute correct way the situation should’ve been handled. Good job!
I was involved in heavy industry my whole career, and this man KNOWS what he's talking about. Well done!
Beautiful. Not enough stories like this nowadays. It hearkens back to an earlier time where more people had integrity.
This is quite possibly the best UA-cam video I’ve seen in years. Here’s a video about accountability and understanding. Never quit. Man, nice!
If you ever are in need of a senior sales exec, I would literally drop anything to work for you. I teach my children every day, you work for a man you look up to. This story gave me chills.
Your words in those 14 minutes speaks volumes of your wisdom, appreciation, customer care and approach.
Having had oversight of aerospace companies for years, and having had qualified companies to manufacture aerospace parts, I can tell you your absolute humility and willingness to see the problem thoroughly corrected is what saved you. Kudos to you and your team for a rework well done!
I am fascinated watching your machines cut through, and form metal parts like it's butter. My neighbor is a machinist with 20+ years in the field, and it's cool to see what he does every day. Thanks!
He finally gets to the point at 4:04 Also a great lesson on how to turn a 5min video into a 14mins video.
And with the clips of the screaming matches in the beginning... suspense! Lol
The youtube formula... 30 seconds intro minimum, ask for subscriptions, stretch the "content"...
Agreed- lots of humble bragging about how great he is for stepping up. Pats himself on the back about 20 times for not throwing his crew under the bus. Earlier on, he even bashes the client- something like "We all know who this guy is" or something implying an issue with the guy. Epic fail of a video.
Exactly f thus humblebrag bs
His guys stayed quiet
His team stayed quiet
Titan, when you speak of humility and being willing to listen to your customers, people will want to work with you.
This is like a thing of the past. People do NOT own up to their mistakes. My father taught me this great lesson many years ago and its what I live by. I own the mistake, I'll correct it and it will never happen again is how I work. Love the channel, love the videos. Keep up the fantastic work! Much love and gratitude.
You know plenty of times people have owned their mistake and lost it all and never got it back right? Self entitlement says that if you own mistakes then you deserve to be rewarded. Its easy to look back on a business that is working and say all the good decisions, but what about the same business that made all the same decisions but failed. LUCK plays a HUGE part in success, a lot more than rich want to let on. .
I don't think anybody taught me that, but I was able to figure it out myself. This gives me hope, that more people like this will come anyway. Even despite that the weak having so loud voice now.
Same here, Dad & later I were both Naval officers, he, as a civilian was a design engineer, I was a Radiological/Biomedical Engineer/National Service Manager, designing, building, installing, reparing and doing the field engineering to improve our products, if we (the company) or I, made an error, I owned it, and if the customer only BELIEVED we made an error, WE owned it, and took the steps needed to settle the issue for that customer. THAT is what my vision of 'customer service' has always been.
I have seen from working for other companies that did NOT follow these rules, find this 'truism' of mine: '1- unhappy customer will tell a thousand people about his bad experience, while 10,000 happy customers will just do their business with us and others and not say ANYTHING, so that 1- bad experience costs you more business than the next 10 new happy customers will generate for you.'
@@johndenton5555 Thank you and your dad for your service! It's much appreciated!
@@johndenton5555 Nice post, John--thanks for sharing your experience with us!
This is just a perfect business model example, something went wrong and the guy and his company worked together and fixed the problem
owning your failures is as important as owning your success'
In some instances owing failure is more important. I have always felt that success' take care of themselves.
ask anyone who says they never made a mistake is a liar.
It's true, tattoos do make you look silly. It is common for people to judge a book from its cover. If you are a young person thinking of covering yourself in tattoos, think long and hard before you do it.
I’m a Tattooer. And tatted up. I’ve been in a bad place and have been successful. This guy is right. Think long and hard before you do anything.
I love that you said "...think about it..." and not "don't do it". Any tattoo I get is always given a minimum of 6 to 8 months of thinking. Minimum. So it should be for any commitment that is long term, potentially forever.
13:25 what is this person doing? Is that how you hold and measure the parts? He's literally choosing the diameter that he wants, why is he not using the end part of Mitutoyo(the part that's actually used to measure things aka scroll wheel)
One of the greatest stories ever told. Every entrepreneur can learn from this.
We all make mistakes, how we handle them and learn not to repeat them shows the kind of people we are . Good on you.
Titan Leader, thank you for this video. I am a retired Organizational Leadership Professor, Internationally Certified Executive Coach, and my last job I was the CEO of an International Precision Engineering Valve Automation firm working out of Singapore and all of SE Asia and the Middle East. I wish I had your video to show my students, and Executives I coached. I'm forwarding your video to some Leadership Professors that are still in the trenches. Well done. You truly optimized the true meaning of a Great Leader. I'm impressed. Cheers
There was a time a company I worked for were doing sheet metal part assembly packages for a couple of DMG Mori's machine tool lines, and our team had to drive up to Davis, CA from Ventura County, to speak with the president of the company for quality issues. We got chewed out, and my coworkers were defensive to say the least, and I remember when it was my time to speak, I humbled ourselves and communicated our determination to improve quality and to work with them to correct some items delivered. The mood from DMG changed and I saw relief from their team when we displayed our shared commitment to meeting their deadlines and assuring quality.
Many times I had to endure poor attitudes in manufacturing from all levels of an organization, up to even the owner. Titan, your lessons are valuable and give me reassurance of what I've done, and what I strive to do, are indeed the right thing to do.
Very well handled. Being humble and accepting guidance is everything. You'll have a customer for life
Titan your stories are amazing and I have so much respect for you. The best thing is your academy and the efforts you put into educating people in this career . I’ve tried so hard to promote machining ever since I graduated from the Vo Tech school I graduated from in 1968. Their shop has grown and become so much better than when I was there but it’s still a problem to get students to attend. The 3 sending schools are more concerned about how many students they can send to college. Weather or not this is the best choice for them. Any ideas to help promote this would certainly be appreciated . Not only from an educational point but to the point that my 3 sons who took over my shop of 40 years can simply not find employees . COVID has made this even worse because people get more for not working anymore. Again my heartfelt thanks for all you do.
Maybe your sons should offer higher wages?
Big respect here. Need more company owners like you because of your customer service, attitude about your employees and willingness to admit to the entire internet you screwed up.
Thanks
Titan, I wish there were more folks that took this approach, absolutely amazing story!
A man who understand’s customers! Very logical thinker with excellent personal skills. This Company has unlimited potential , with someone like this putting a team together. Fantastic example of proper business relationship.
As an executive and coach I am constantly looking for individuals like yourself that talk about their obstacles and they overcome them. This is fantastic example of turning a potentially disastrous situation into a lifelong partnership opportunity. Well done! I will be sharing this with my team if you don't mind ?
100% class, 100% leadership, and 100% customer relations. I would be proud to call you my leader.
Thank you. Loved your video. What a great lesson. Loved your humility, hearing the customer out, commitment to customer, willingness to do whatever is required to fix the problem, seeking input and creating a partnership
I don't know how I ended up here. This video should be watched by every business owner in the world. SOOOO many lessons and wisdom. Brilliant video.
Amazing to hear this one again, Titan. Gives me the chills. Hope to meet you in person in the near future. Take care.
A... is this dude who said WTF? ✌🏻
@@mathiasjapri No, that was my dad.
A very mature and humble way to approach any job, for a customer. I worked in the aerospace industry for 32 years, myself. I started out as an A&P mechanic. One of the departments that I worked in, was for a major airline, in their Technical Operations Center. That department was the FAA authority for the company to be able to manufacture parts for an aircraft. I was an analyst, and responsible for writing technical manufacturing orders. The key elements in your people skill set, was to understand the mind set of the various personnel that were part of the process chain, for you yourself to be able to effectively communicate, and to keep a cool objective head on your shoulders, when problems came up. Example ; Being able to explain to a manager with a business degree, why a billet material, can't replace a forging with specific material grain direction. Sometimes you're ultimately answering to a marketing or sales executive, that has the ear of the company's top tier. So you have to always be able to sell your knowledge, and build a bond of trust, between your department, and business agent you were answering questions for.
Titan, so great to see this tonight. I mean really inspiring. This is leadership at its ultimate realization. Awesome brother!
Mistakes will always be made. It’s how you handle the situation and learn from it. You handled the problem perfectly.
There's nothing as convincing as a guy making a 15 minute video to tell you how humble he is.
😭🤣😭
more people should be aware this is a must....not an option.
"The relationship really started when we srewed up badly..." Wow, man, taking ownership of a srewup requires humbleness, wisdom and balls ;) To be honest and showing transparancy is wonderful buildingblocks in almost anything
Although this goes back in time - it is a timeless lesson in how to run a company and maintain business relationships and quality standards. Enjoyed every moment of this - and this should be required listening for a LOT of companies no matter what industry they're involved in. Judging by the title I thought this was gonna go in another direction - and was pleasantly surprised and glad I was wrong. Well done - very uplifting and inspirational.
Thank you for sharing this event that would have been stressful. Some important take away lessons and great channel Titan. Mass manufacturing to high tolerance in an interesting ball game.
I often come back to this video to remind myself that 1. Excellence should be fundamental. 2. Growth comes from accepted failures.
Thank you.
I needed to watch this tonight. Lifes pressures have been weighing heavily lately. Thank you for sharing this. Accountability goes a long way with people. Great work my friend.
You said it, the exact problem when you took a job to make a part but lacked the precise machines to complete the job within .002, You did the right thing and stayed calm and listened.
This is the best lesson I've learned so far. The story's riveting and the message is powerful. Thank you Titan.
This may be a heartwarming story but this is why Communist China is number one in the space race. Capitalism is dependant on getting by the seat of your pants and making it work out in the end with everyone making a tidy profit. But when it comes to the pinnacle of technology trial and error is not good enough. Success is more powerful than profit. That's why the USA is no longer number one. RIP Capitalist USA long live Communist China!
You'll be jailed making comments like this against the ccp in China. If you're an American, you should be ashamed of yourself for not knowing what freedom you have left. But Hey, it's still a free country right? Say what you, China has very little innovation, free thinkers, but they are experts at copying and stealing from other countries. Not saying there's no talented or smart people there, just that individuals can't think for themselves or get too creative, or can't be wealthy without the support from the communist party. My only advise to you, If you love communism, you're better off living in China. Or perhaps you're there, one of those fifty cent guys?
@@peteryeung111 The only difference between China and America is China is openly is a dictatorship. The USA is a dictatorship as well but plays the role of being a democracy. Only the victims of American thought control/Propaganda can not see the truth.
This was an excellent video! Thank you for sharing. The start of beautiful relationship! Awesome work on taking ownership of the whole situation. Honesty wins every time.
What a fantastic story. They should teach this stuff in high schools. Nothing but respect for how you handled this. You know what's up man.
This sorta happened to me… except I was at the operator level and I got fired without notice or anything. I had to find out why I was fired from someone else in the company and he knew before me because that whole shop is a bunch of chatty Kathys! I would have owned my mistake if it was only my mistake but it wasn’t just me it was QC and their engineers. I’m still looking for work if anyone knows of openings of quality shops in DFW.
@Evil Energy Dallas/Ft Worth…. Major cities in my area
Very impressive! I worked aerospace machining for 35+ years. You sir, have got it figured out.
Titan, that was a great story! We have done similar process development to get some of our parts as perfect as possible too! Keep the inspiration coming.
You and your organization are the exception. No one wants to take ownership when there is a problem. They want to blame someone else. Good Luck, Great Job.
Ive only heard 5 minutes here, but i already respect the care that this author expresses in phrasing his diction and being calmly precise - with complete candor, no misplaced judgement, just description.
If he applies this same methodical patience to this business, thats probably good.
0:28 why would you running a company mean that you're blown away by people talking to you like that? Does running a company make you a God or something. Humble yourself. You're just a person like everyone else. Mr "I run a company"
Thanks for sharing so much, now that I had my coffee and chips ( metal ) for this day>>> I need to hit my projects to be one step closer to making my own chips.
I don't know why this video came in as a suggested video by UA-cam but I was opened to watching it. You told the story very well which kept me interested to listen til the end. This is a very good advice. Thanks for telling it, sir.
I LOVE this story. Seriously; I love it. NOBODY is perfect, but it says everything about someone's character when they have the humility to see it and work with others to find solutions.
You missed one important point. He could have just cut ties with your organization, instead he drove 10 hours. He acted as he felt he needed, you responded in good faith. But had he not driven those 10 hours who knows where he or you would be
Sounds like titan tried to pull a fast one on his customer. He said it himself he didn't have the right tool to guarantee the finish. So he knew that those parts could be bad and sent them out hoping he wouldn't get caught. The real lesson here should be don't quote parts you as a buisness don't have the right equipment to ensure the part is right and on spec. I would have pulled my parts from his shop on the simple principal that he admitted he didn't have the right equipment to do the job. The trust is broken at that point. And every part after that there would always be doubt that the parts are actually right or are they just lieing about checking the quality of the part again and trying to sneak quality issues past me.
I can not believe all the people putting this guy up on a pedestal. He literally admits to not having the tool to check his work and sent the part anyway.
I am a business owner in an industry as far away from yours as can be, but this story was the greatest inspiration I've heard. Thank you.