How We Saved Food Dryer Heaters Saving Customer Reputation

One decision to choose a cheaper provider turned into a wave of failures and losses. Thanks to our intervention, we managed not only to fix the problem of heaters for food dryers, but also to secure the future of a customer who was just entering the foreign market. Check out how we did it!

How did our story begin with heaters for food dryers?

A year ago, we received a request for a quotation for tubular heaters from a company engaged in the production of food dryers. The client approached us while presenting competitors' prices, which were extremely low by our standards. We knew from the start that he wanted the lowest price possible. We could not offer a competitive price, so the customer stayed with the cheaper supplier. By the time...

Price versus quality: when savings multiply technical trade-offs

Our customer needed heaters designed for food dryers, which were to be manufactured to order for a new foreign customer. A competitive manufacturer of heaters without analysis offered our customer its standard, ready-made solutions, designed for appliances such as ovens or kettles. Although the pattern agreed and seemingly it seemed that the heaters would work without problems, their use in this case was associated with risks.

The manufacturer, whose offer was used, focused exclusively on the mass production of heating elements for large customers. He did not take into account the specifics of devices requiring customization. Unfortunately, the customer decided on this proposal solely because of the favorable price, leaving out key technical aspects.

Analysis of the problem

What happened next? Our client was delivering devices with a built-in heater to the target customer... which immediately turned out to be out of order. The problem was due to the fact that the specific conditions in which the dryers were to operate were not taken into account at the design stage:

• high humidity,
• long-term maritime transport,
• storage in variable weather conditions.

Such an environment required more robust security and durable materials, which were not included in the cheaper, standard solution of the competition.

An additional problem turned out to be the fact that the competing company refused to accept complaints and repair the heaters, due to the lack of specialization in production tailored to individual orders. In our company, such situations are not an obstacle — we make heaters with the utmost care, adapting them to very precise and unusual customer needs. We offer not only design and manufacture from scratch, but also the improvement and repair of heaters. Moreover, we take orders from one test piece.

As part of the solution to the problem, we were again approached for help. We were commissioned to conduct a thorough analysis of the causes of the failure. The customer sent 50 heaters from the warehouse to be reused in the new dryers. The results were alarming: only 15 heaters met basic electrical standards, and the rest were damaged due to poor quality protection and the use of unsuitable materials.

What went wrong?

• Improper adjustment of the product: The competition provided standard heaters for a completely different device, not designing them for specific transport and operating conditions.
• Lack of adequate safeguards: Poor quality silicones and materials did not protect the heaters from moisture or long storage.
• Mass approach: The competition treated the customer as a large manufacturing company, where the heaters are immediately assembled and go to the stores, without storing or transporting them, which in this case was an erroneous assumption.

Lifesaving board or our solutions

After this expensive lesson, the client came back to us asking for help. We started with detailed conversations that allowed us to understand the specifics of their product, transportation conditions and potential problems. In addition, we took a very close look at the entire device. Based on this, we have proposed the following solutions:

• Specialized sealsA: We have added two additional moisture protections that go beyond the standard standards used in oven heaters.
• High quality materialsA: We have used durable silicones and components resistant to long-term storage and harsh weather conditions.
• Customized design: We have indicated additional improvements not only in the heater itself, but also in its environment and in the device itself, which significantly extend the life of the heater.
• Customer Education: We explained how important it is to adapt products to their application and what consequences the further use of cheap, unsuitable components can bring.

Effects of the corrective measures taken

Our solutions helped the client not only to avoid further problems with entering the foreign market, but also to take care of improving the product on the Polish market, which allowed to rebuild trust among the recipients. The customer understood the importance of investing in quality and working closely with suppliers who take into account individual needs and can adapt their products to the customer's requirements.

It is also worth emphasizing that the savings resulting from the avoidance of complaints, financial losses related to the storage of heaters already intended for disposal, the costs of re-expensive sea transport, as well as image and time losses, many times exceed the costs of production of more expensive but reliable heaters.

A lesson learned for the customer

This case perfectly shows how crucial it is:

• Understanding the customer's needs: Each product should be designed with the specific conditions in which it will be used.
• Investing in quality: Cheap, mass-market solutions may seem attractive at first, but in the long run they generate high costs.
• Building a relationship with the customer: Sincere conversations and joint search for solutions translate into lasting, fruitful business relationships.

summary

The history of this cooperation shows the importance of a long-term approach to quality and tailoring products to customer needs. Thanks to our heaters, the customer not only solved the technical problem, but also regained the trust of his customers and successfully entered the new market. This is proof that it is worth investing in quality, knowledge and a partnership based on trust.