Saturday, August 8, 2015

Sometimes you just have to say “No” - Embroidery Digitizing



All kidding aside, nobody wants to turn a customer away or tell them “No” but there are times when being honest about what they’re asking for is better than not being able to deliver a promised product.  Those of us who have been in the industry for a while realize that customers really have no idea what is possible and what is not when it comes to embroidery. 
As a digitizer, I work with promotional sales people that I hope, have at least a running knowledge of embroidery, how it works and what is unreasonable to expect.  They are really the ones who should begin the conversation with their customers about things like lettering getting too small and logos getting too big, gradients in areas too small to do them and 3 or more borders/outlines that simply are too small and/or won’t register properly.
All too often, they say nothing to their client except “yes” and then leave it up to me to be the “bad guy” and tell them their design won’t work for embroidery.  What’s worse, they tell me, “I already told them it was fine” or “this is the way they have to have it, no changes”  which sometimes results in less than optimal designs, high stitch counts and bullet-proof embroidery with too much detail, too small lettering or bigger designs than they should be for the area they’re being sewn on.
Once the customer has brought their art in and had their initial consult with the promotional person, unless they are told at that time that there could be an issue, they have their hopes up and leave that meeting thinking that’s what they will get.  Anything after that is a frustration to them.

If you’re selling embroidery, always be aware of what can be done and what cannot.  Ask questions of the digitizer if you’re not sure and then get back to your customer. Be proactive.  If the customer is buying royal shirts and their design is royal, talk to them about what they plan to do about the colors.  Most times they haven’t even thought of that. It will make a difference in the digitizing and it will save the customer an edit fee most likely.

Lastly, help your customer be flexible and suggest other options that will work. If the customer is steadfast, suggest other decorating options for those designs that are simply too small and detailed for embroidery.  Help me out with what your customer wants instead of tying my hands and leaving me no other choice than to say “No”.

3 comments:

Larry Lewelling said...

Great article - I have the same problem with our customer support reps. Once we finally get them to understand, they've moved on to another company and then you start all over again LOL.

stitchhappy said...

I so appreciate you writing this article. You just can't do everything in embroidery even if it's done in print work.. A customer wanting a van with people crawling all over it to advertise their van cleaning service has to be cooperative when they are asking for a left chest logo and a lot of lettering to boot. (true story) Getting your sales people on board is imperative so that the expectations are realistic. We don't like turning down customers but there are times when you must or deal with the wrath of the customer from hell.

Ryan Jaxon said...

such a amazing article and it really help me in Digitizing embroidery .