Is it alright to always be right?

A few people have asked ‘Do we always get things right?’

The truth of the matter is No! We don’t get everything right, every time and we use the mistakes as well as the successes to learn, grow and develop.

So we will share what have we got wrong or not had success with, and lets see what we learnt from it.

New product ideas meant we needed a new sewing machine to allow us to make some fantastic and interesting parts in house. We tested and invested in a host of new materials and parts for the projects then set about finding the device to bring it together.

So we searched high and low, far and wide to locate a machine that had a walking foot as well as the clamp and did the specific stitch we needed. As we were almost prototyping at this stage we opted for a reliable used machine that would do everything and allow us to make the parts, but also keep the investment costs down. We verified by email that the machine would cope with not only the material but the thread and in the way we wanted to use it. An email confirmation, essential in any transaction keeps things clear of need, expectations and use. So, if anything should not perform the way we had intended, we have a firm proof of what we were asking and what we needed. The machine was delivered and in seconds of being unloaded it began to rain. A sudden intense downpour meant we dragged the unit in under cover and waited out the storm. Upon unwrapping, the sheer volume of binding meant everything was dry and it was perfect under the cardboard, packing foam, packing chips as well as the polystyrene. There was so much of it once we stood back we could build a fort with the packaging! This is a good sign and one that gave us hope. The machine was installed into the location we needed it and plugged in. The motor gave a slight background whirr and everything looked good so far. The threading of the machine was not in the manual so a quick look online had us getting things figured out in a short time and then the bobbin was loaded up. Threading is where the whole process started to go wrong. The foot plate was bound up and this was on a machine we were promised was tested and running perfectly. The footplate was removed, cleaned and a look inside showed years of use with fluff from threads jamming up everything in the system. Once we got it cleaned, after taking a barrage of pics to verify we finished threading the machine and ran it on a thin material. The machine instantly jammed up and stuck. So it was hand reversed, the threads cut free and the huge ball of thread cleaned away. Once again, everything was checked over to see if it was a threading, tension, material or bobbin issue. To the best of our ability, it was right, so we ran it again and looked once more at the birds nest of mashed material, thread and the needle jammed deep into the middle of the flotsam like a harpoon.

At this point a long email was sent to the supplier who checked the details, pics and machine schedule who realised it was the wrong machine sent. So it was a case of return under their costs and we had wasted a few days, some materials and thread.

Breathe, Recalculate, Deliver.

In February we then decided to invest in a new CNC sewing machine to make a host of goods we felt would really set us apart from others. The idea being that the specific sewing pattern would add high tensile strength to a material that is already incredibly strong to make a full range of goods. Now we are not specialists on sewing machines so asked advice from a few companies and explained the materials, uses, sizes of the stitched panel and waited for the response. The time frame was not one that presented a rush but ideas are often moved to success when you have momentum and the drive. So we wanted them to maintain that for us, with us. A few companies came back with full scale production machines costing over £20k! A couple of companies came back with a sample video, finished stitching pics and showed us what can be done for far less. One company came back with that and a suggestion of using a different machine completely, which would have done some of the other work easier, but less automated, and mean two machines would be required instead of one.

At this point we read all of the information, looked at all of the reviews, videos online, contacted people we know in the sewing industry and carefully weighed up the options we have. Then contacted suppliers to see about discounts, delivery times, and anything else that may be required like setting up after arrival. This latter stage would not be possible with someone isolating from potential covid due to coronary issues. So everything needs to be tried and tested before shipping and delivery. This in all took time so in reality we were into February/March and looking at a four to six week delivery, plus set up at the agents before shipping to us. In addition, these machines come complete with a table to house it so its a two man operation to relocate, or palette trucks to get it from delivery to install location.

The shortlist was verified and then we had notification that one of the machines information was incorrect and it was not a regular voltage but 415 volt two phase which would mean even more issues. So that was dropped because they were not honest about things and delivery was being pushed faster than could actually be possible to deliver it in compared to others. Just to get a sale and leave the customer waiting with excuses? No, you had a chance and you failed. Thank you for your assistance but we simply move on.

The machines were whittled down further and one stood out as being the ideal candidate. It would offer the automated sewing pattern we needed, in both of the sizes we required and it would switch between them both in a matter of moments due to a touch screen. The only thing that would need a quick swap would be the foot to hold the material in place until its stitched. So we decided that this was in fact the machine for us. We emailed the company asking for a solid quote, with the added accessories to make it work right from delivery and confirm our requirements exactly and sent sample of thread and material.

Then we waited.

Waited some more.

Waited a bit more.

Then as March rolled into April we waited some more and had a notification that that unit had indeed arrived. The set up by the agents was complete in two weeks and the sample threads were tested with the materials. No video was sent, but a list of things that were not possible without us tracking down the parts the actual manufacturer and agents did not order was sent over.

Now, I have to be honest, we sent a list of exactly what we wanted. This is the second time that the detailed email would prove useful as it gave clear expectations, need and use for the intended machine. So all of the parts we would need above the base units supply was detailed. We had checked this over ourselves and sent it before confirmation of the order. Now, we were being advised the parts were not available, would need to be modified by a local engineer at our end or potentially custom making as the parts were not on the shelf at the time of ordering. The biggest issue is the clamp that holds the work in place for the machine to sew. It would do the wider material but had no way of holding the narrower sections. A chat to a local engineering firm had the part costing around £100 for a basic clamp for the machine and £250 for modifications with further costs to fine tune the design as the finish would be rough and need a final finish before running on production goods. The stainless steel would also need a polish. So this meant, the items we had intended to make first, would not be possible. Yet, the part was available in the US, but it wont fit the EU version of the same machine due to differences. If we cut the mounting points and rewelded them on, the forces involved would weaken and snap the steel because the only place we could cut it and reweld would be the weakest point on the clamp that takes all the compression. So it wouldn’t last and has to have an element of give. Adding more steel and a newly made clamp retainer would stop the flex needed in the clamp making it too rigid and strain the inside mechanism by forcing the pressure backwards. Something its not designed to take.

So we firmly explained this back to the Agents and manufacturer and asked for options. Time passed and a response was to get a US machine and convert it at our cost here, untested or have the agent do it. Further adding to the costs of the machine because a new motor would have to be sourced. This didn’t seem like the answer to us and it goes beyond the agreed costings we had not only outlined, but had agreed.

The agent relented and looked at getting the spare clamp modified and tested at their end.

This should, in theory mean that two programs are available on the CNC screen, selecting the right program for the clamp will allow the material to be loaded, the clamp locked down and fully automated sewing. When we need to run the other program, the clamp is swapped with a few screws/bolts and we are running again.

Then we waited for a response, we waited some more, waited, waited and once again we waited. No response, so we emailed again to maintain that connection but also the paper trail of the events in case this continued.

We never heard back, we still have not heard anything to this day. Luckily we had not paid for the machine as we had agreed to pay upon proof the machine was running to our needs and prior to shipping. This we had learnt from the first machine. It was an important step that stopped wasted time but also drove them to deliver due to having their funds tied up not ours. The products we had envisaged are still on the drawing board, the materials we had invested in, even the threads were sold on to recoup investment costs and for now we have moved on from the idea because at some point, you have to account for the time with no return that has been spent. Its easy to throw money at a problem and continue to treat it like an abyss in your wallet. As we had been clear of what we were expecting, we had something firm to show the agents and manufacturer along with their suggestions and part numbers as the order was formed into a confirmed list of everything that was required.

So what can we learn from the experience and is it a failure? I don’t regard any unsuccessful project as a failure. Any new situation that teaches a lesson that can be reused is a success for all future endeavors.

Move on ideas to maintain momentum.

Its good having ideas but sitting around does nothing. Make a firm decision, is this one to move on or not? If not, write it in your book for later, if it is, get moving on it and make it happen.

Make Decisions.

People who cannot pick a side rarely get anything done at all. Experience teaches us what will work and what will not. Experience comes from making decisions and trying things out. Always doing nothing teaches us nothing and does not allow us to tune our senses. So at some point, you have to play the game to develop.

Clarification by a confirmed method of communication.

Keep everything off of the phone. It may be faster to get a result but you either need to back that up by an email they reply too which confirms they have seen it and understand, or simply by creating the relationship by email so there is the no confusion

Create and maintain a timeline.

What you require is important to you, and with great communication that is important to any supplier. Your plan has to be realistic so establish a firm time frame that allows for unforeseen issues like shipping delays etc. Its a solid guide, but you need to be a little flexible so add some extra time incase there are issues, but know it could happen well in advance which is a bonus.

Be Realistic. Drive, but do not rush!

Create and maintain a paper trail.

All of your plans should be backed up by email, but maintaining communication is part of the role you play. Advising of vacations, being out of the office or local holiday weekends allows people to know in advance if you are contactable. If an issue arises they can handle it based on what they know of you and advise you accordingly without a significant delay.

Documentation of Faults or Failures.

Things do go wrong, how we handle them is the critical factor in achieving a successful outcome. I cant emphasis this enough. Great business relationships are made and continued when both parties work together. Document the fault by photos and where possible video to explain the issue. Ask what can be done to resolve it and what time frame it will take. If this is a major issue and cannot be rectified quickly or in-situ, ask what they are prepared to do to compensate for the inconvenience. Again, all of these things should be conducted by email to have a timeline and that paper trail. Be realistic, you wont get a full refund for a fault, but you may get a percentage or goods as a gesture of goodwill. They will be embarrassed by a fault so remain humble. Its not about blame, its about how its fixed.

Pass responsibility over to the manufacturer where possible.

This isn’t passing the buck, its being productive. Allowing the supplier to take care of issues and find a solution that works leaves you more free time to do others things. You can either sit on your butt moaning or simply get on with other tasks to increase production.

Always conduct yourself as a professional.

Remember your manners and how you would like to be treated in situations like this. Read that again.

Release of funds when ready to ship. Be sure.

Its really easy when they have your funds to force the better negotiation position. When you have the funds they want for the supply and delivery of a product or service that is reversed. Make sure that every one of your points outlined in your detailed email at the beginning is met, and confirmed as met by email. This is why you took the time to write it. Any aspect of that outline that is not met or agreed a solution too now needs to be addressed. Then and only then do you make the payment. Use a method that offers you additional protection like Paypal or a credit card that covers purchases in the event of problem.

Know when to walk way.

This is the hardest lesson for many to learn.

Don’t throw time away on a project that is not working or going along with the agreed plan. Don’t throw money away on a project that is not working.

Sometimes, you just have to file it away, take from it new lessons and recoup what costs you can. Close it down, put the coffee pot on and focus on the next project you can get started.

Time is money, you can spend it productively earning or you can spend it frustrated and whining about something that didn’t happen. Neither will it happen while you continue to do nothing but get more annoyed. Let it go.

Breathe, Recalculate, Deliver.