In 2021, Katoni’s Repair Order (RO) delivery with the client began as a straightforward service relationship. What has followed is a story of trust, teamwork, and consistent delivery that reflects the very best of The Katoni Way.

Background

At the outset, Katoni was one of several vendors supporting the client with RO delivery. The scopes were clear, the timelines fixed, and expectations high. Yet what started as routine project delivery soon evolved into something more significant.

Over time, the client awarded Katoni more ROs than any other vendor, making us their highest-volume partner in this space. This wasn’t the result of a single decision or person – but of a shared approach across our entire team.

As one Asset Integrity Project Engineer from the client noted:

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“Personnel at Katoni from CEO level down to engineering, design and procurement are of high quality. This makes interfacing on a weekly basis easier than other areas of the business.”

Re-establishing Connections Through Delivery

Instead of treating RO work as transactional, Katoni approached it as relational. We didn’t just deliver – we embedded ourselves as a trusted extension of the client’s team.

Key to this was:

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• ‍One Team Mentality: From engineering to procurement to delivery support, collaboration wasn’t an afterthought. It was our operating model.
• ‍Quality Without Compromise: Over 300 anomalies resolved, zero RO failures to fit. Every design checked, challenged, and tested to ensure smooth implementation.‍
• Rapid Response: When urgent, high-priority anomalies came in, Katoni became the client’s first call. Fast action, with a right-first-time mentality. ‍
• Efficient Commercials: CTRs turned around within 48 hours on average – transparent, accurate, and client-ready.

This blend of responsiveness, rigour, and care helped build confidence not just in what Katoni delivered, but in how we delivered it.

The Katoni Way in Action

Our partnership with this particular client illustrates how Katoni turns values into practice:

• ‍Say it, then do it: Commitments kept, every time.‍
• Make it easy: Clear, responsive communication that removes friction.‍
• Treat every scope with care: No matter the size, each RO received full attention.‍
• Act as one team: No silos, no gaps, just unified delivery.‍
• Earn trust: By doing things properly – never by chance.

As another engineer with the client reflected:

“Without the proactiveness, willingness to deliver, and understanding of our business, interfacing could become problematic. Katoni gets this right.”

Real Results

The results speak for themselves. Katoni is now this client’s highest-volume RO design vendor, with an impressive ongoing record of more than 300 anomalies resolved without a single failure. This consistent performance has translated into repeat awards and growing client confidence, reinforcing our reputation as a dependable partner. Over time, we have also become the trusted choice for critical scopes where urgency and accuracy matter most.

This isn’t success by accident – it’s success by consistency.

For Katoni’s Head of Piping, Jason Esplin, this journey represents more than metrics:

“I care deeply about all of our client partnerships, but the journey we’ve been on with the client really epitomises the Katoni Way. It’s a partnership built on trust, openness, and a shared commitment to doing things the right way.

I’m proud of how our team shows up - consistently, collaboratively, and with care. That doesn’t happen by chance. It’s the result of the mindset we bring to every scope.”

The Takeaway

This RO story with the client shows what happens when skilled people, strong systems, and a shared mindset come together. It’s not about bold claims - it’s about consistent delivery, earned trust, and meaningful relationships.

That’s The Katoni Way: customer service as a craft, built on trust, delivered through action, and sustained by people who genuinely care.

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