At Lindquist Machine Company (LMC), we don’t just build machines. We build relationships. And like any strong relationship, communication is key. That’s why we place such high importance on customer feedback. It’s not just a formality; it’s the backbone of how we grow, refine our processes, and make sure we’re delivering exactly what our customers need.
Feedback Helps Us Stay Aligned with Customer Needs
Every project we take on is unique, and every customer has different priorities. Some care most about speed, while others focus on quality or clear communication. Without direct input from the people we work with, we’d be guessing, and guessing is never a good business strategy.
Our monthly feedback surveys give customers a structured way to tell us what worked, what didn’t, and where we can do better. The responses we receive shape everything from project management styles to how we handle unexpected challenges. When a customer rates Kyle Deavers’ leadership or comments on the quality of our parts, that information fuels real changes.
Transparency Builds Trust
Nobody likes surprises, especially in manufacturing. That’s why one of the key areas we ask about is hyper-communication (making sure we’re keeping customers informed every step of the way). If a timeline shifts or a design tweak is needed, we want to know whether we communicated it clearly.
Feedback also highlights where we’ve succeeded in delivering value. Did the benefits of the project outweigh the costs? Will it improve the customer’s operations? These answers help us refine our approach so that every machine we build not only meets specifications but also strengthens our customers’ businesses.
Continuous Improvement Isn’t Possible Without Honest Input
We could assume we’re doing everything right, but assumptions don’t lead to progress. Real, measurable improvement comes from listening, even when the feedback isn’t glowing. A score of 6 or 7 tells us just as much as a 10. Maybe a project ran smoothly but could have been faster, or perhaps the final product was excellent but communication lagged at times. These insights are invaluable.
That’s why we push for a high response rate. Over 70% of our customers take the time to fill out our surveys, and we don’t take that lightly. Their willingness to share thoughts (both positive and constructive) keeps us stay sharp and responsive.
Your Feedback Shapes Future Partnerships
One of the most telling questions we ask is: Would you work with us again or recommend us to others? This isn’t just about pride, it’s about accountability. And if the answer isn’t a resounding “yes,” we want to understand why and fix it.
Every piece of feedback, whether it’s praise or a suggestion for improvement, strengthens LMC. We don’t just want to meet expectations. We want to build lasting partnerships where our customers feel heard, supported and confident in the work we deliver.
So, to every customer who has taken the time to share thoughts with us: Thank you. Your feedback is essential. And to those we’ll work with in the future, know that your voice will always have a direct impact on how we operate.
