Welcome to Talkin' Shop Episode 229 with Brandon Bombardo and Nick Peterson! Today we're diving deep into the #1 thing that matters more than marketing, automation, or even price: Customer Service – and why manufacturing in-house (instead of outsourcing or importing) gives your customers a dramatically better experience. Most shop owners think customer service starts when the phone rings. Wrong. It actually starts the moment you decide WHO builds your product. In this episode we break down:

How in-house manufacturing gives you total control over quality, lead times, and accountability Why outsourcing breaks the feedback loop and leaves customers frustrated Real-world stories: 5-day freight-damage turnaround vs. months of waiting on import parts The hidden costs of "cheaper" overseas products (downtime, lost loyalty, damaged reputation) How bringing production in-house skyrockets long-term profit, customization, and customer loyalty

Whether you're a cabinet shop, sign maker, metal fabricator, or any small-to-medium manufacturer, this episode will change how you think about outsourcing forever.

Timestamps 00:00 - Intro & Fantasy Football Banter 06:20 - Why Customer Service Marketing, Automation, or Price 18:04 - Customer Service Starts the Day You Decide Who Builds Your Product 22:16 - How Outsourcing Breaks the Feedback Loop 25:43 - Real Story: 5-Day Freight Damage Turnaround (In-House Wins) 29:24 - Vertical Integration = Faster Support & Better Training 32:05 - Higher Margins & True Customization with In-House 38:20 - Support Speed, Parts Availability, and Customer Confidence 40:11 - In-House Isn't Just Operations – It's a Customer Service Philosophy 46:57 - Final Motivation & 2026 Challenge

🔥 Like this video if you're done sacrificing customer experience for a few bucks up front! 💬 Comment below: Are you bringing more in-house in 2026? 🔔 Subscribe + hit the bell so you never miss an episode! 📞 Ready to own your process and deliver legendary customer service? Get your custom ShopSabre CNC quote today → https://www.shopsabre.com/get-a-quote/

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For over 20 years, ShopSabre CNC has provided businesses and hobbyists with the best CNC machines at the best value. By focusing on unbeatable customer service and high-quality products built in the USA, we've grown from a single machine built at home to one of the most trusted CNC machine manufacturers in the country.

Since building our first machine two decades ago, we now have over 10,000 CNC routers, plasma, and laser engraving machines in a wide variety of industries in over 40 countries. Our success is a result of our commitment to developing a better way to build CNC machines and support our customers.

ShopSabre CNC www.ShopSabre.com 21673 Cedar Ave, Lakeville, MN 55044 800-493-6021