In the past, many shop owners avoided telling customers when they had open capacity in their shops. The fear was that admitting you had availability might make you look desperate or give the impression that business was slow. And for plenty of machine shops, this mentality persists.
However, we’re finding that this mindset no longer applies. In today’s machine shop environment, where communication is constant and customer expectations evolve quickly, it’s not only acceptable to admit you have open capacity; it’s recommended!
Customers don’t just want good pricing, consistent delivery schedules, and high-quality parts; nowadays, these are a given. What can truly set your shop apart are proactive, strategic conversations about planning, production, and present and future availability. Sharing when you have open capacity is part of that strategy.
Why It’s Beneficial for Customers to Know Your Capacity
Some suppliers might think of open capacity as a lull in their business, but many customers see it as an asset. Knowing that you have open capacity reassures them that lead times will be faster and their production won’t be jeopardized by competing priorities. Discussing open capacity is not a sign of weakness; it’s a sign of a shop that communicates with transparency and is committed to building long-term partnerships.
Turning Capacity Conversations into Strategic Opportunities
Move beyond the basics
Conversations about delivery, quality, and price are important, but in this day and age, they’re expected. To truly improve manufacturing process planning, use capacity discussions as a differentiator. These conversations help your customers think strategically about how their work fits into your shop’s schedule, rather than leaving things to chance.
Smooth out the highs and lows
Every modern CNC machine shop struggles with uneven workloads and periods of overcapacity followed by lulls. One of the best ways to improve stability is to proactively communicate availability. Instead of crossing your fingers and hoping more work arrives, ask your customers directly if they have upcoming projects you can take on. This helps smooth workflow and supports both parties’ goals, a true win-win scenario.
Strengthen trust and loyalty
When you signal that you’re ready to take on work, you differentiate yourself from competitors who may appear backed up or unresponsive. Open communication builds confidence, proving that your shop is reliable and organized. That trust translates into stronger customer-supplier relationships and greater customer loyalty and retention.
Building Capacity into Your Shop Management Practices
To make capacity part of your larger customer communication strategy, consider these practices:
- Be proactive. Don’t wait until the shop floor is quiet. Share updates regularly about your current and upcoming availability.
- Be specific. Instead of saying, “We need work,” let customers know what availability you have in each of your services, whether it’s in your milling department, Swiss department, or another part of your business.
- Be consistent. Make capacity conversations part of your broader customer outreach plan, not just a one-time conversation.
- Be flexible. Accommodate customer needs when possible; it shows commitment and builds loyalty.
Think of Open Capacity as an Advantage
Too often, shops view open capacity as a negative. In reality, it’s an opportunity to build your relationships with customers by reassuring them and providing them with short lead times. When you communicate openly about your availability, you show that you’re not just another supplier, but a trusted partner.
So, the next time you find yourself with open capacity, don’t keep it a secret. Tell your customers. Your shop will be stronger because of it.
Looking for meaningful conversations that reframe how you operate? Connect with the NTMA community to engage with like-minded professionals about their challenges and successes.