Tips for Clear Communication
Part 1: Customer Service
When it comes to print shops in every town across America, the main way businesses can set themselves apart is with their customer service style. Providing clear and excellent customer service and ensuring customer needs are being met is essential to staying competitive.
Here are some simple ways to ensure your service is top tier.
Make a Process
Set up a protocol for taking orders. If you don’t have a software system such as InkSoft, Printavo, etc., I suggest you create a formula for receiving orders. The following essential information should be captured when a customer places an order:
- Customer information
- Artwork
- Product/colorways
- Due date
- Shipping versus pick-up
Ask for the Due Date Up Front
There is nothing worse than not indicating a due date on an order then getting a call that the client wants to pick it up before it’s done. Knowing your client’s “in-hand date” allows you to make an accurate production schedule and avoid stress in the shop.
Charge a rush fee if the order is due in less than five days.
Overcommunicate
Advise your clients of the process so they know everything upfront and don’t have to ask. This allows them to be comfortable and know their responsibilities (including art approval, etc.). I suggest using the following simple steps:
- Provide/gather all the order information
- Client provides payment
- Client sends artwork
- Provide the client with a mockup for approval
- Client approves the artwork/provides feedback
- Proceed with production
- Advise the client when the order is ready for pick-up, or when the order has shipped
Mockups/Artwork Approval
Mockups and the art approval process are essential to ensuring we as apparel decorators deliver what a client has ordered. There is no skipping this step.
Create a template with your logo on it and a mockup with style indicating the size of the graphic, placement from the collar, and list the ink colors. Note any print comments in the bottom. Clients should approve the artwork in written form so there is no miscommunication.
Require Pre-Payment
Online platforms all require pre-payment. If big e-commerce businesses like Custom Ink and Printfly require pre-payment, why wouldn’t you? This allows you to purchase your blanks without having to pay out of pocket. It also prevents debt collection and pursuing past payments.
Payment is also a clear indication that the order is ready to go.
Computerize Your Processes
Investing in an online system for receiving orders and payment is a great way to take your shop to the next level. This allows all order information to stay in one place and helps maintain records for years to come.