Adaptronic’s mission is to give people control over their passion. The whole reason Adaptronic was founded was due to a lack of a fully featured cost effective ECU that was accessible to enthusiasts. The way that we do this is by providing products that enthusiasts can use, at accessible price points, as well as information to assist them.
We have a view that giving people information and education is the best way to allow them to make the best decision. Therefore, withholding information that they really ought to know (a “lie by omission”) or outright dishonesty, is not true to our mission to give people control. This was lifted straight from Atlassian’s core value #1 (“No bulls***”). Plus, it’s unethical, but you’d be amazed how many “little lies” people tell every day (as an exercise, count them one day). We also expect people to tell us the truth, especially if they want our help. This leads onto the next one…
Helping people is core to our mission to give people control. If we’re not helping then we’re not increasing people’s control. However, we do need people to give us the information to help them. If people don’t tell us the truth then we can’t give them the correct information. We also need the raw data, rather than people’s interpretation of it; if everyone could interpret the data correctly then they wouldn’t be asking for help. So we expect people to send in ECU files and log files where appropriate, because they give us a much more complete picture than words can, much more quickly.
Part of helping people in a sustainable way is teaching them. Otherwise, the help is only momentary. Therefore we try to teach people, and to be able to do that, we need to be constantly learning ourselves. Hence we have an article page just for help with specific topics as well as many instructional videos on our Youtube channel.
Although we do have a desire to help, the small of dollar difference between what it costs to make an ECU and what we sell them for has to cover all our overheads including ongoing R+D, marketing, fixed overheads and so on. Anyone who runs a business, especially a low margin business, knows exactly what I’m talking about. So taking on everyone’s problems is not possible, and in fact it would violate value #2. We try to help people where we can, especially if it’s a learning opportunity for us such as a type of installation problem we haven’t seen before (fulfilling value #3) but taking on the world’s problems would mean that we wouldn’t have enough time to help those with genuine, ECU related questions, and violate value #2.
Again because manufacturing is a low margin industry, we must be continually looking for ways to systemise and automate tasks rather than using manual processes. This is one reason we have the article page; it means that people can type in “adaptronic boost control” into google and the first response is our article on how to set up boost control, and they can get help (value #2) and learn (value #3) without using support engineers’ time, and getting an immediate result, any time of the day in any timezone. Common support requests should be written up in articles or somehow the results should be made available in a scalable, automated way.
Part of value #3 is teaching, and part of that is imparting our years of experience with different problems, solutions and other products. It is not our mission to do whatever the customer wants; it is our mission to empower the customer and give them control. If, for argument’s sake, there is a race dash which people seem to want to use, but we have discovered major problems with how they work, including documentation of protocols or availability of interfaces, it is up to us to encourage the customer to use a cleaner solution which we have proven or developed over the years. It’s also not up to us to teach every dyno operator how to tune; we should be encouraging the customer to go to tuners that we already know can tune because we know that will get a better result for them.
This was lifted directly from Atlassian’s Core Value “Don’t **** the customer”. In particular this means that we need to make sure that we’re making design decisions in the customers’ interests. We listen and evaluate all product feature requests, but we have to consider how every other customer will respond. For example if it’s a feature that only very few people would ever need, and would cause much confusion and frustration for everyone else, then that’s not the right thing to do.
We’re running a business, and we have responsibilities to our suppliers and staff. We choose to be a manfuacturer of tuning products because of our mission. We choose not to be a bank and offer free lending facilities because that’s not part of our mission, and there are plenty of banks around.
(or “whining” for the Americans). We’re trying to get results for people. If people would rather complain than try to solve the problem, then we’re not going to get there. We always welcome feedback, especially if it’s negative (because it helps us work out how we can improve and better serve our mission). However complaining for the sake of it, without attempting to improve anything or solve a problem, does not help us fulfill our mission, and is not something we will take part in.