RaceTec Makes It Right
At RaceTec we are committed to manufacturing excellence and exceeding customer expectations. Unfortunately, there are moments where our passion for delivering the highest-quality product can inadvertently lead us astray. In our eagerness to enhance performance, we found ourselves overlooking critical customer specifications, resulting in a product that did not align with their needs.
This experience has reinforced the importance of meticulous communication and a thorough understanding of customer requirements.
The Ask - Replicating an OE Piston
RaceTec was approached by a customer who needed a custom piston that was visually identical to the original OE piston. The challenge lay in delivering a bespoke piston that matched the OE design not just in function but appearance. For restricted race classes, where minor alterations can lead to disqualification, aesthetics are as crucial as performance.
The Dilemma
RaceTec prides itself on meeting the specific needs of customers. However, in this instance, there was a breakdown in communication. The customer’s OE style piston required a 3D crown piston – a specification uncommon in RaceTec’s usual manufacturing processes. Instead of producing the aesthetically correct piston, as specified, a similarly functioning piston was delivered. While it met performance expectations, it did not satisfy the visual requirements, therefore the customers.
This situation highlighted the critical importance of clear communication between manufacturer and customer. The initial miscommunication revealed a gap in the process that RaceTec leadership knew needed immediate addressing.
Taking Ownership and Making It Right
Powell Machine, the client in question, took to social media to express their experience with RaceTec, emphasizing the need for manufacturers to listen and respond to customer needs. RaceTec was made aware of the video, and took a proactive approach to resolving the issue. This gesture was more than just addressing a customer complaint; it was about getting to the root of the problem and upholding RaceTec’s commitment to trust and high-quality engineering.
How RaceTec Delivered on Its Promise
Addressing the issue was the first step; RaceTec wanted to deliver exactly what the customer requested. RaceTec revisited the initial specifications, consulting with the client and was able to meet the unique aesthetic requirements.
Watch and Learn from RaceTec’s Experience
In a bid to share our learning experience with our automotive community, RaceTec and Powell Machine came together to talk about the initial challenge to the final solution. The video (top of page) is meant to serve as an educational tool for other automotive companies and enthusiasts facing similar challenges.
By sharing the story, RaceTec aims to foster a culture of transparency and continuous improvement within the industry.
If you are a racing team or automotive enthusiast in need of custom pistons, consider reaching out to RaceTec. We are dedicated to delivering custom pistons that can help you achieve your goals.
At RaceTec we are committed to manufacturing excellence and exceeding customer expectations. Unfortunately, there are moments where our passion for delivering the highest-quality product can inadvertently lead us astray. In our eagerness to enhance performance, we found ourselves overlooking critical customer specifications, resulting in a product that did not align with their needs.
This experience has reinforced the importance of meticulous communication and a thorough understanding of customer requirements.
The Ask - Replicating an OE Piston
RaceTec was approached by a customer who needed a custom piston that was visually identical to the original OE piston. The challenge lay in delivering a bespoke piston that matched the OE design not just in function but appearance. For restricted race classes, where minor alterations can lead to disqualification, aesthetics are as crucial as performance.
The Dilemma
RaceTec prides itself on meeting the specific needs of customers. However, in this instance, there was a breakdown in communication. The customer’s OE style piston required a 3D crown piston – a specification uncommon in RaceTec’s usual manufacturing processes. Instead of producing the aesthetically correct piston, as specified, a similarly functioning piston was delivered. While it met performance expectations, it did not satisfy the visual requirements, therefore the customers.
This situation highlighted the critical importance of clear communication between manufacturer and customer. The initial miscommunication revealed a gap in the process that RaceTec leadership knew needed immediate addressing.
Taking Ownership and Making It Right
Powell Machine, the client in question, took to social media to express their experience with RaceTec, emphasizing the need for manufacturers to listen and respond to customer needs. RaceTec was made aware of the video, and took a proactive approach to resolving the issue. This gesture was more than just addressing a customer complaint; it was about getting to the root of the problem and upholding RaceTec’s commitment to trust and high-quality engineering.
How RaceTec Delivered on Its Promise
Addressing the issue was the first step; RaceTec wanted to deliver exactly what the customer requested. RaceTec revisited the initial specifications, consulting with the client and was able to meet the unique aesthetic requirements.
Watch and Learn from RaceTec’s Experience
In a bid to share our learning experience with our automotive community, RaceTec and Powell Machine came together to talk about the initial challenge to the final solution. The video (top of page) is meant to serve as an educational tool for other automotive companies and enthusiasts facing similar challenges.
By sharing the story, RaceTec aims to foster a culture of transparency and continuous improvement within the industry.
If you are a racing team or automotive enthusiast in need of custom pistons, consider reaching out to RaceTec. We are dedicated to delivering custom pistons that can help you achieve your goals.
