Customer Service in Manufacturing: The Relentless Pursuit of Service
Customer service in manufacturing can be a powerful competitive advantage. When manufacturers put people first, they build trust, solve problems, and create lasting relationships.
Yet many manufacturers focus on price, speed, and equipment. Those things matter. However, customers also want a partner who listens, responds, and delivers on promises.
Scott McMeekan, CEO of Ferret Inc. in Elkhart, Indiana, believes great service makes all the difference.
During a recent Stop Being the Best Kept Secret livestream with Curt Anderson and Damon Pistulka of B2Btail, Scott shared his approach to leadership, innovation, and customer relationships.
His message was simple. Manufacturers are not just in the business of making parts. They are in the business of serving people.
Why Does Customer Service Matter So Much in Manufacturing?
Great customer service helps manufacturers stand out in a crowded market. It gives customers a reason to choose one company over another.
After all, many companies can make similar parts. However, not every company delivers the same experience.
Scott explains his philosophy:
“Yes, technically we’re a manufacturer, but we’re really in the service business.”
That belief inspired Ferret’s mission: The Relentless Pursuit of Service.
For Scott, service starts with the customer. It means answering questions, meeting deadlines, and solving problems.
However, the mission goes beyond customers.
Scott also wants his employees to feel valued, respected, and proud of their work.
As a result, the entire team shares one clear goal. Everyone works to create a better customer experience.
Scott calls this the Ferret Experience.
From the first quote to the final part, he wants customers to feel the difference.
“I want that experience to be first class,” Scott says.
Interestingly, Scott draws inspiration from the restaurant industry.
During the interview, Curt connected Ferret’s approach to the book Unreasonable Hospitality. The book explores how exceptional service can create unforgettable experiences.
Scott agreed with the comparison. In fact, he is also an investor in a restaurant.
His goal is to bring that same level of care into manufacturing.
The lesson for manufacturers?
Your products may get you in the door. Yet your service can turn a first-time buyer into a long-term customer.
How Can Manufacturers Improve Customer Service?
Manufacturers can improve customer service by removing delays, using better data, and making life easier for customers.
At Ferret, Scott puts these ideas into action.
First, the company uses advanced technology to improve speed and accuracy.
For example, Ferret uses a closed-loop measuring system. This system tracks production data in real time.
As a result, the team can produce parts at high speeds while holding tight tolerances.
That helps customers receive accurate parts without needless delays.
Next, Ferret tracks labor costs for each job.
Employees scan work orders at their stations. They also record production time and scrap.
This gives Scott a clear view of actual job costs.
Why does that matter?
Accurate data helps Ferret provide reliable quotes. Customers can make better plans when they know what to expect.
Scott connects this approach to honesty and integrity.
He wants to avoid quoting one price and later surprising customers with another.
Furthermore, Ferret recently purchased Stinson Metal Works, a CNC machine shop.
The goal was to bring more tooling work in-house.
Previously, Ferret relied on outside tooling suppliers. Those suppliers could face long lead times.
Now, the company has greater control over tooling schedules, precision, and costs.
That means fewer outside delays and more control over the customer experience.
The lesson for manufacturers?
Look at your business through your customer’s eyes.
Where do delays happen? What causes frustration? Which steps could become easier?
Then find ways to remove those barriers.
Customer service in manufacturing improves when companies solve problems before customers have to ask.
How Does Strong Leadership Create Long-Term Manufacturing Success?
Strong leadership helps manufacturers build trust, develop employees, and prepare for the future.
At Ferret, Scott focuses on people as much as production.
One major challenge is the loss of skilled workers.
Many experienced manufacturing employees are nearing retirement. When they leave, years of knowledge can leave with them.
To address this challenge, Ferret is working with Murray Mentor.
This AI-powered tool helps capture knowledge from skilled employees. It can also help newer workers learn from that experience.
For example, workers can use the tool to record details about machine setups and production changes.
Over time, this can help Ferret protect critical knowledge.
Scott also sees technology as a way to engage younger workers.
He and his son Thomas are sharing their workforce insights at FABTECH.
The family connection is another important part of Ferret’s story.
Scott grew up watching his father run a business. Today, his son and daughter are part of Ferret’s team.
However, Scott never wanted his children to feel forced into the family business.
Instead, he encouraged them to explore their own careers.
They eventually chose to join Ferret.
That same respect shapes his leadership style.
When asked about the best business advice he ever received, Scott shared lessons from his father and stepfather:
“Do what you say you’re going to do and do it to the best of your ability.”
He also offered advice for entrepreneurs who want to grow.
“I don’t know what I don’t know,” Scott says.
His point? Great leaders don’t need every answer.
Instead, they surround themselves with people who bring different skills and ideas.
The lesson for manufacturers?
Invest in your people. Share knowledge. Welcome new ideas.
Most importantly, build a culture where honesty, service, and teamwork guide every decision.
What Makes Your Manufacturing Company Different?
Customer service in manufacturing is more than answering emails or shipping orders. It is a commitment to making every customer interaction better.
Scott McMeekan and Ferret Inc. show how service, technology, and strong leadership can work together.
Their approach offers a valuable lesson for every manufacturer.
You don’t have to be the biggest company to stand out. Instead, focus on what makes your business special.
Perhaps it’s your responsiveness, expertise, flexibility, or ability to solve tough problems.
Whatever your strengths, your ideal customers need to know about them.
At B2Btail, we help manufacturers identify those strengths, create a clear Digital Game Plan, and share their expertise through educational marketing.
Our mission is to help you Stop Being the Best Kept Secret!
So, here’s the question:
What makes your company special, and are you doing enough to help customers discover it?
Get your FREE Digital Game Plan and put your strengths to work.
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