How we fix things
Bring us the problem. We’ll work it with you.
The idea
Every dealer we talk to has a list. A cassette that rattles on wide spans. A spec system that adds an hour to every order. A product that won’t hang right no matter what bracket is underneath. A pricing structure that makes margin feel negotiated instead of earned. These are things dealers have lived with for years, because the brands they’ve been buying from weren’t going to change.
At AERIS, that list is our roadmap. If you’ve been living with a fixable problem, whether it’s on a product, in a process, in the way pricing works, or anywhere else in how you run your business, we want to hear about it. The best problems we’ve ever worked on came from people who finally had somewhere to bring them.
The process
Identify the complaint.
What exactly is failing, under what conditions, and what your customer or your team is saying about it. The clearer the complaint, the cleaner the work that follows.
Find the root cause.
Most problems trace back to a cost-cutting decision upstream, a design default nobody challenged, or a tradeoff that made sense for a manufacturer but fails in the field. We look for what’s actually causing the problem, not just what the symptom looks like.
Engineer the fix.
Sometimes it’s a component change. Sometimes it’s a spec change. Sometimes it’s a process change. Sometimes it’s a design rebuild. Whatever the root cause demands. If it costs more to build it properly, we build it properly.
That’s the whole process. It applies to a rattling bracket and to a pricing system alike. It’s not complicated. It just requires someone willing to run it.
What we can do, and what we can’t
We’re a small team running a long build. We can’t promise to fix every problem that comes in. We can promise to look at it, diagnose it, and tell you honestly what we think. If it’s something we can solve on our end, it goes on our engineering list. If it’s not, we’ll tell you why and what we’d recommend instead.
What we won’t do is ignore you. If you call us, someone real is on the other end, and it’s someone you already know. If it takes us a while to work through something, we’ll tell you it’s going to take a while. If we can’t get to something for six months, we’ll say so.
Here’s the honest part about where we are. Most of the fixes we’ve engineered so far have come from inside our own team. Our installers, our operations, our field experience running Southwest Blinds. That’s been the engine. As we grow the network, we expect the best problems to start coming from dealers who’ve been living with them longer than we have. That’s the phase we’re entering now.
This isn’t a formal submission process. It’s a conversation with someone who knows your business. If you’ve got a problem worth engineering, pick up the phone.
How to bring us a problem
Every dealer in the AERIS network has a relationship with a leader on our team. The person who ran your review call, walked you through onboarding, and has been your point of contact since day one. When you have a problem you want us to work on, that’s the person to call.
We kept it this way on purpose. Problems worth engineering are conversations, not tickets. The person on the other end of the phone already knows who you are, what market you run in, and how your business works. You don’t have to catch them up. You just have to tell them what you’re running into.
What to have ready when you call:
That’s it. If there’s a real problem with a fixable root cause, your contact will get it in front of the right person on our engineering team. If there isn’t, they’ll tell you that too.
Not a dealer yet?
If you haven’t joined the AERIS network yet, the easiest way to bring us a problem is to apply. When we get on a call during the application process, tell us what you’ve been running into in your current line. That conversation is often the start of real engineering work.