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Embroidery Articles
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offering this site page to bring useful information to the individuals that visit our site. Again, we are not held responsible for their accuracy. The
author of the article is fully responsible for it's contents. No adult profanity is allowed. Only articles that are related to the embroidery industry.
offering this site page to bring useful information to the individuals that visit our site. Again, we are not held responsible for their accuracy. The
author of the article is fully responsible for it's contents. No adult profanity is allowed. Only articles that are related to the embroidery industry.
Customer Relations
Kathleen Lykken
Let's face it...without new or established customers, you would not have any type of business!
Nowadays when there is such a high demand on "price wars", it is sometimes very difficult to stay competitive without losing money. Your company has to either
be high on the "click list" or offer something so unique, you stand out above the crowds. That is where your "customer Service" skills need to be applied.
Keep a detailed customer profile on every customer (be it small or large) you receive. From your web site, referrals, walk-ins, etc. By keeping and using your
customer profile this will enable you to have a more professional but personal relationship with your customer(s).
Some very specific details can be obtained easily from your email confirmed order(s), quote(s), inquiries, or phone call(s):
Name Product(s) Questioned About Address Sell Price
Home Phone Cost Breakdown Cell Phone Shipment Date(s)
Email Address Full/Partial Shipment Ship To Next Shipment Due Out
Product(s) Ordered Date Order Confirmation
As you can see by the above checklist, you can gather very pertinent customer information. I keep as much gathered information as I can on each individual I
come in contact with. A few good placed questions casually thrown into your conversation with the customer will lead to enormous amount of future useful
information for you. (If I know they have kids, I ask them about them, their job, etc.).
I keep a log on the gathered information and use it accordingly. Everything on their profile is kept in the strictness of privacy. We DO NOT sell any of this
information to anyone! Make sure that you advise your customers of your privacy act. It will gain your credibility in your specific industry. And, stick to this rule!!!!!
When I begin the email for the first confirmation notification, I enter their name as they have first written to me. If they use Mr. or Mrs., etc., you can usually get a
"feel" for the customer when the email you get back, by how they address you and end their email. If the email is very professional, then your return email should
be professional. If the email is on a more friendly note, follow suit. Never and I mean NEVER offend anyone --- your name will become "mud" and very had to
clear up.
Try to personally answer all quotes and orders with personalized follow-up, not just a pre-dictated form. By being "professionally" personalized gives the customer
the feeling that as a company you will give your undivided attention to them. There has been a few times on orders as small as $20.00, that I had communicated
with the customer up to a dozen times just to clarify colors, size, etc. This may seem like a lot of time for a small order but by spending a lot of time with my
customers, I gain their confidence in my company and a future repeat customer. And, hopefully the customer will refer me to others.
By spending quality service with your customer, they may in fact, send a "thank you" to you and recommend others to your company. Make sure that you publish
this "thank you" note on your sight for future customers to see.
Most of our personalized products are for gifts. Where in turn, we have received comments from our customer as well as the person who received the gift. (In turn,
a new prospect for your profile).
Every contact you come into throughout your day should be viewed as a prospective customer!
Be patient, be nice and most importantly be sincere.
Written by:
Kathleen Lykken
2K Embroidery
Owner
sales@2kembroidery.com
www.2kembroidery.com
**This article may be placed at your site FREE as long as it is copied in its entirety and there is a link directed back to2K Embroidery's web site.
Kathleen Lykken
Let's face it...without new or established customers, you would not have any type of business!
Nowadays when there is such a high demand on "price wars", it is sometimes very difficult to stay competitive without losing money. Your company has to either
be high on the "click list" or offer something so unique, you stand out above the crowds. That is where your "customer Service" skills need to be applied.
Keep a detailed customer profile on every customer (be it small or large) you receive. From your web site, referrals, walk-ins, etc. By keeping and using your
customer profile this will enable you to have a more professional but personal relationship with your customer(s).
Some very specific details can be obtained easily from your email confirmed order(s), quote(s), inquiries, or phone call(s):
Name Product(s) Questioned About Address Sell Price
Home Phone Cost Breakdown Cell Phone Shipment Date(s)
Email Address Full/Partial Shipment Ship To Next Shipment Due Out
Product(s) Ordered Date Order Confirmation
As you can see by the above checklist, you can gather very pertinent customer information. I keep as much gathered information as I can on each individual I
come in contact with. A few good placed questions casually thrown into your conversation with the customer will lead to enormous amount of future useful
information for you. (If I know they have kids, I ask them about them, their job, etc.).
I keep a log on the gathered information and use it accordingly. Everything on their profile is kept in the strictness of privacy. We DO NOT sell any of this
information to anyone! Make sure that you advise your customers of your privacy act. It will gain your credibility in your specific industry. And, stick to this rule!!!!!
When I begin the email for the first confirmation notification, I enter their name as they have first written to me. If they use Mr. or Mrs., etc., you can usually get a
"feel" for the customer when the email you get back, by how they address you and end their email. If the email is very professional, then your return email should
be professional. If the email is on a more friendly note, follow suit. Never and I mean NEVER offend anyone --- your name will become "mud" and very had to
clear up.
Try to personally answer all quotes and orders with personalized follow-up, not just a pre-dictated form. By being "professionally" personalized gives the customer
the feeling that as a company you will give your undivided attention to them. There has been a few times on orders as small as $20.00, that I had communicated
with the customer up to a dozen times just to clarify colors, size, etc. This may seem like a lot of time for a small order but by spending a lot of time with my
customers, I gain their confidence in my company and a future repeat customer. And, hopefully the customer will refer me to others.
By spending quality service with your customer, they may in fact, send a "thank you" to you and recommend others to your company. Make sure that you publish
this "thank you" note on your sight for future customers to see.
Most of our personalized products are for gifts. Where in turn, we have received comments from our customer as well as the person who received the gift. (In turn,
a new prospect for your profile).
Every contact you come into throughout your day should be viewed as a prospective customer!
Be patient, be nice and most importantly be sincere.
Written by:
Kathleen Lykken
2K Embroidery
Owner
sales@2kembroidery.com
www.2kembroidery.com
**This article may be placed at your site FREE as long as it is copied in its entirety and there is a link directed back to2K Embroidery's web site.
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Colors / Logo Examples / Quoting-Ordering Policies /Company Policies / Contact Us / Site Map / Links / Text Link Exchange