Customer Service the Big Rock Way: A Better Manufacturing Experience

Having confidence in your manufacturing partner is crucial. You’re trusting another company with your production schedule and quality requirements. And the way to build that trust is through open and honest communication from the beginning.

That’s the Big Rock way. 

At Big Rock Machining, every member of our team works together to provide top-notch customer service that streamlines manufacturing. From precision-machined components to complex assemblies, our team is prepared to help you get your project across the finish line. 

Consistent Communication Builds Trust

Our team works diligently to provide accurate, up-to-date information throughout a project’s lifecycle. This creates transparency so customers always know exactly where their projects stand.

We answer emails and phone calls quickly, but we also prioritize proactive communication. Customer portals are refreshed each week with detailed information, and each one of our partners receives weekly production updates. 

This gives customers clear visibility into their projects, allowing them to plan confidently.  

Quick, honest communication is essential. If production challenges arise, we inform customers as early as possible, explain our plan to solve them, and work with them to minimize any impact to delivery schedules. 

With Big Rock, customers can expect consistency. And that consistency is what long-term manufacturing partnerships are built on. 

Manufacturing Solutions Designed With Customers in Mind

Managing a manufacturing program often means coordinating multiple production steps and suppliers. Our goal is to make that process easier.

This is accomplished through our end-to-end manufacturing service. Once a purchase order comes in, Big Rock takes ownership of each program from that moment until final delivery. 

Planning begins immediately. Our team evaluates production requirements and assesses potential risks before developing a strategy that supports quality and efficiency. 

We look at the project as a whole and how each component supports the broader production goals. 

Delivering Confidence Through Certified Processes

Our approach to customer service extends beyond project updates. It includes investing in the certifications and quality systems that give customers confidence. 

As an AS9100D certified machine shop, our workflows are structured and repeatable, and each phase of production is documented, ensuring complete traceability. 

Every inspection follows defined quality procedures to verify that components meet customer requirements before they leave our facility. 

This is especially important for aerospace machining, where precision and documentation are critical. 

For one aerospace customer who sources first-time tooling builds from us, our team works directly with their engineering department to ensure every specification is fully understood.  

Improving Manufacturability Saves Customers Time and Money

When beginning a new program, we start by asking questions to understand the component or assembly’s exact functionality. Once we understand the application’s requirements, we look for opportunities to improve manufacturability, often saving customers time and money. 

For example, one customer originally specified custom-manufactured dowel pins. We recommended purchasing standard dowel pins instead. This reduced project costs and eliminated unnecessary machining, accelerating production. 

Material selection is another common way we help improve designs. Customers sometimes specify materials that increase machining complexity unnecessarily. With our material expertise, we work with them to recommend alternatives that improve manufacturability and reduce overall costs without compromising the part’s performance. 

Going Above and Beyond for Our Customers

We do everything we can to serve our customers and meet their needs, even when circumstances change unexpectedly.

One new customer contacted us with an urgent request. They needed 400 completed components three weeks earlier than originally scheduled. 

We immediately reorganized production priorities and expedited the order. All 400 parts were completed within three days. 

The customer then wanted to pick up the parts and package them himself. Instead of simply handing over the parts, we worked alongside him to package and label each component exactly as he needed.

Since then, that customer has continued to trust Big Rock with additional projects, establishing an ongoing manufacturing partnership. 

Building Rock Solid Manufacturing Partnerships

Customer service in manufacturing is about more than answering emails and providing production updates. It entails constant collaboration and making manufacturing easier from start to finish.

At Big Rock, we build long-term partnerships centered on trust and transparency. Through consistent communication and proactive problem-solving, we aim to streamline the manufacturing process for every partner we work with.

If you’re looking for a manufacturing partner that will support you from start to finish, request a quote from Big Rock Machining today.