Embroidery Digitizing - Customers - Changing Their Minds (Like changing their underwear)

We’ve all been there: Customer calls multiple times, either changing their order, adding to it or just altering the design or placement.  You can’t seem to get to “Final Answer” but they still want their job by the original deadline. Only that’s getting closer and closer….or worse, you’ve already started the job.  Now what?

You must draw the line in the sand. Small hurdle or huge ordeal?  Take a minute to access the situation.  Is this latest change something you can reasonably do?  Can you keep them happy and still meet your deadline?  Will you need to charge more for this addition? Of course, you want to keep the customer and you should absolutely do anything that you can to make them happy in the name of customer service, right?  Right!  ...... sort of.


Resist the urge to tell them that anything can be done for a price. While true at times remember that you cannot buy more time, so it’s up to you whether you’d like to place your sleeping bag in front of the machine or pay for overtime to get the job finished. Then there’s the fees that may be required for the change including the possible editing of the design, more garments, more supplies (thread, backing toppings), rush fees, more shipping or pick up fees, etc.  In the case of design changes, you need to go through the approval process again so there are no surprises or issues on what the customer expects.  Failing to get the new version of the design pre-approved before production can bite you in the butt, even if it’s just for a slightly different size or color. All these things eat up time, time you don’t really have if you are to meet the deadline.

Specifically, with regard to the digitizing, as always, get as much information as possible about what the customer now wants, what’s been changed and get an idea of how much time it will take to edit the design and if there are fees involved.  If the change is size related, have an idea of what size they now want.  Telling the digitizer, “I don’t know, just smaller” doesn’t help either of you to be timely. Be specific and you can get back on track to the deadline faster.

Finally, be up front with your customer and let them know as soon as possible if there will be any costs because of the changes they’re making.  Give them a choice so they are not surprised when the bill comes.  Be honest and realistic about what you can get done in the time you have and whether you can still meet the deadline. If you say you can, then you definitely need to!  Maybe your customer can take a partial order at deadline and receive the rest after;  let the customer decide.   That’s how you cross the finish line!



***For more information on NeedleUp’s digitizing services, visit our website at http://www.needleup.com or contact Donna Lehmann by email:  donna@needleup.com

Embroidery Digitizing - Hats - New Placements, Old Problems

Hats are a very popular item to embroider but a stinker on the production: Not all designs are created equal when the customer decides they want hats. For a little while now, I’ve seen more of a trend towards different placements that I want to address.

Most hat jobs are the usual front design with maybe a back design arced over the keyhole or straight for flex flit type styles. Customers are trying to come up with new spots to embroider that stray from this by embroidering a design on the side of the hat or placing a design on the front panel to one side within the two seams. I’ve even seen a “bug” style logo squished down into the bottom right side of the left side panel. Limitations include the kind of hat frame used for the job but for the most part, you have approx. 3” of sewing space between seams (on a six-panel baseball type cap) and around 2” tall for height on the front two panels and 1.5” height on side panels.  These are very small areas and not every design will be able to shrink to those dimensions. 

You’ll need a simpler design with minimal or no text to fit those spots effectively.  Font style and size are very important, not too fancy and not too small.  Even ¼” text, which is normally considered minimum for flats, is too small for hats without a fill of some kind for support underneath it. Of course, there’s a gray area depending on the brand and fabric of the hats as usual.

While I understand the appeal of doing an alternate placement to make the hat different than the mainstream, you must understand the limitations of embroidery and your customer’s logo and be able to explain it to them and come up with an option that works for both of you.

Know your hat frame and sewing fields/available area so that you have that information for the digitizer.  That way, the design can be created at the correct size and without secondary editing and resizing to get it to fit.  Educate your customer to be flexible and realistic about what will fit the area to be embroidered.  Know that the same issues with registration on hats still exist and be mindful that you are sewing up and away from the center seam whether you will be crossing the seam or not.  This means that the design is not interchangeable should the customer change their mind and decide to sew it center front after all. 

If you talk to your customer and spend a moment to describe the issues and get to final answer before the digitizing, you may avoid costly edits and restarts to get to the finished order.  Hats are one of the most challenging garments that we embroider on but spend the time to understand the issues at hand and what your hat frame is capable of doing and you’ll be on your way to more hat jobs with happy clients!

**For more information on NeedleUp’s digitizing services, visit our website at http://www.needleup.com or contact Donna Lehmann by email:  donna@needleup.com

New Year’s Business Resolution

Warning: Somewhat of a rant coming down the pike)

  

Sometimes, in the course of doing business, you have those days (or customers) that make you want to grab you keys, lock the door, get in the car and drive til the gas runs out without looking back. Of course you don’t but it isn’t because the fantasy doesn’t occur to you.

Our business is creative and technical and wonderful and hectic.  In this new year, I’ve made a few business resolutions that are intended to preserve my sanity while dealing with customers, deadlines and being pulled in different directions.

I have a tendency to skip over my own rules and procedures that I have in place sometimes causing issues that are the reason I created them in the first place. You know…. When you trust a customer  (or employee) and they disappoint.  This makes me my own worst enemy.

I also sometimes allow people to talk me into (or out of) things I know better than to do… either a heavily discounted price for a sob story or including multiple versions of a design without charging an editing fee for my time.  I can be a bit “lax” about invoice collections, late fees or allowing customers to go past their terms. All this does is teach customers that your time is not valuable and, believe me, they rarely appreciate it and expect it from then on.

 Lastly, I sometimes let customers dictate things I KNOW won’t work in the name of service to appease them and prove it. Customer asking for lettering that’s too small for the application or fabric type or trying to cram WAY too much text into a tiny area of the design will demand that I try it any way and then say, “Oh yea, that’s too small” or ‘That doesn’t work”.  *eye roll*  Of course they expect me to redo it at no charge that way it should have been from the beginning.

You know, I’ve been digitizing commercially for over 22 years and I can tell by looking at a design what will work and what will not.  I know better than to let customers run me, but we all want to please our customers so we deal with it and call it service. 

This year, my resolution is to follow my own rules and stand firm on the procedures I’ve set in place.  Work smarter, stick with my pricing schedule and stop being a pushover with my time. If I have to “fire” a few customers, then so be it.  After all, It’s not personal, It’s business.

Rant over!  Off the soapbox now!  Onward and Upward!

Any of these issues sound familiar?   Do you need to organize better?  Stick to your prices?  Stand by your procedures or create some? 

What are your business resolutions for 2016?  Do share!

Embroidery Digitizing - The Learning Curve

Think back.  You’re at the embroidery show or in the sales office looking at purchasing your first embroidery machine and software.  You’ve done your homework on the internet checking different software capabilities and machine options.  The sales person is telling you how profitable and easy the embroidery business is and you’re nervous because this is a lot of money and you don’t know much about the industry. Even if you have some experience with the embroidery (in one way or another) you have no idea how to digitize a design.  Sales people will tell you that you can learn as you go, but in the meantime, the easy stuff can be auto-digitized in the software and if you come across something more difficult, there are many places you can send the design out to and get it digitized.

Any of this sounding familiar? Yea, I thought so.  I’ve been there. Not as the sales person or the customer but standing behind you at the show/in the showroom listening to what the sales people are telling potential customers. They don’t want to tell you anything overwhelming and scare you away so they say that it’s a simple thing of taking the art, running it through the software to create a stitch file, loading it into the machine, hooping the garment and selecting the thread colors. Then hit a few buttons and you’re literally “in business”!   I realize they are just doing their job but I’m going to tell you the truth.

The learning curve for running a successful embroidery business is substantial. The learning curve for understanding the process of purchasing quality digitizing is big. The learning curve for mastering digitizing yourself is huge! This is why most embroidery companies purchase their digitizing or hire a digitizer on staff. You have to be pretty big to have an on staff, full time digitizer, so today I’m just going to talk about purchasing your designs.

 Yes, there is a learning curve to purchasing your custom embroidery designs:  Your objective is to get the best quality at the most cost effective price in order to maximize your profit margin. Does that mean, just getting the digitizing as cheap as possible?  The short answer is “NO”.

Whatever your reason for getting into the embroidery business is, you must provide your customers with consistent service and quality they will come back for or, quite simply, they won’t come back, and you won’t have a profit margin to worry about.

Remember, you’re going to pass the digitizing cost along to your customer so this is not a production cost to you. However, if you’re simply buying your digitizing based on the lowest price, you’ll find there ARE hidden costs to you associated with this practice that will compromise your quality and service to your customers. Those include:

1.       Delivery time problems - when you have to have the design either redone or reedited multiple times to get it right pushing your job finish time back

2.       More fees later - Paying another digitizer to fix the design so it’s usable or companies that a-la-carte you to death on edits and second version sizes.

3.       Poor production times – the machine doesn’t sew the jobs efficiently due to poor pathing, unneeded color breaks and trims on the digitizing, driving up production time so much that it actually costs you money to do the job (see also #1)

4.       Customer satisfaction – No matter the machine, if the digitizing isn’t quality, you can’t turn out quality designs you’re proud to put your company’s name on. If you can’t get the job to them when promised, they will lose faith in your abilities. You’re trying to build and retain customers; do you really want to take chances with crummy, slow results?

5.       Poor communication with the digitizer – If you cannot talk to a live person about your design (or communicate with them because of a language barrier or time difference) it’s a waste of your time. I’ve been doing this a very long time, and when the design elements require adjusting for “sew-ability” or your customer requests changes to a design (and this happens all the time), you need to be able to discuss this with the person doing the punching. You can’t do that with a website.

6.       Inconsistent quality – Low/Cut rate digitizing companies have many digitizers on staff. It’s a draw which one will be given your design to work on each time and you can’t speak to them directly so one time the design may be OK and the next horrible. They may be using auto-digitizing softwares that don’t work well, inexperienced digitizers and many times they don’t even sew out the designs they’re creating before sending them on to you. (Caveat: Just because a company says they’ve been in business, digitizing for 20 yrs, does NOT mean that the actual person doing your work has been digitizing for that long).  You DO get what you pay for!
 

I cannot stress enough how important it is to build a relationship with a reputable digitizer who you can talk to directly. One that you can trust to give you reasonable pricing, consistent quality from years of experience, and someone who understands production, pathing and the need to sew out every design for quality before sending it to you.  You need a digitizer who offers personal attention and makes you look good with every job you do for your customers.
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NeedleUp Digitizing is owned and operated by Donna Lehmann, a 20yr veteran of the embroidery/digitizing industry. She can be reached at www.NeedleUp.com, donna@needleup.com or  303-287-6633 for DIGITIZING, consultation and classes M-F.

Embroidery Digitizing: Right Way VS Customers Way

We all know there’s a right way and a wrong way to do things, however relative that may be, but what happens when a customer brings in a previously embroidered garment which frankly, was clearly digitized incorrectly?


This is fairly common and frequently the customer doesn’t realize and is unaware of how much better their logo could be. I’m speaking about aesthetics here since the customer is only seeing the final design, however, if the design is poor, the production quality will undoubtedly be bad also.

But, what if the customer loves the logo on the garment and wants it duplicated? What if they think it’s the “cat’s pajamas” and they just don’t have access to the stitch file?

Now is the time to discuss with the customer what they want, what you see and their expectations for the job. Find out what they like and don’t like about the original design so you can determine whether you’ll be able to make improvements they will love. Communicate with them about how you would do the design, pointing out things you might change if they seem open to them. Never criticize the original design out-right or the person who did the digitizing; it just makes you seem petty and unprofessional. I don’t comment to the quality unless they ask, point blank…then I’m honest but tactful, speaking more to how I can make it better and cleaner.

I try to avoid duplicating cruddy embroidery at all costs, but, if after all this, the customer is adamant that the design look exactly like the original, then you’re obligated to recreate the design exactly. Believe me, it’s a shot to the heart but it’s what the customer wants. Visually, you should strive to make the logo look the same, using the same stitch types and angles, but there are always improvements you can make to the way it paths and sews at the machine that will help in production.

The bottom line is, you’ve made your customer happy and next time, you won’t be duplicating someone else’s design, you’ll be digitizing their latest original!

************** Donna Lehmann ownes NeedleUp Digitizing LLC and has been commercially digitizing for 21 years. Donna also writes, teaches and consults about the industry and can be reached at NeedleUp 303-287-6633.

Embroidery - Treading, Sinking or Swimming

The current economic state of our world makes our industry a scary place to try and make a living right now. We, of course, don’t work in a “recession-proof” industry, not even close (that is if there are any recession-proof industries). If fact, when corporate belts are cinched tighter, the custom embroidered apparel, printed shirts, custom logoed swag, coffee cups, pens and magnets are the first to go. Company budgets are smaller or non-existent and this early in the year, they have a tendency to hold on to them longer to see what the year has in store.

Merriam Webster defines economy as: thrifty and efficient use of resources.
How do you deal with this in your business? How do you keep your head up and revenue flowing? Are you treading, sinking or swimming?

Firstly, you’re gonna have to do that marketing that you keep putting off. I know, believe me…but it can mean the difference between feast and famine (OK, maybe not feast in this economy but you know what I mean). Carve out some time every day, even if it’s half and hour to devote to getting some new customers. Right now local is better because you can save your customer shipping fees and meet people in person. They’re more likely to buy from someone they feel they know. Phone calls and emails are free.

If you’re an embroiderer, wear your logo everywhere! This is you, marketing your business and a great way to show potential customers your quality. Pass out business cards like Halloween candy. Narrow your efforts to the area that’s most likely to pay off.

Get serious about your receivables. Current customers that owe you money and go out too far wreck havoc with your cash flow. If you have a policy, stick with it and work to collect. If you have no policy, make one.

Really talk to your customers. Remind them that now is the time to spend a bit on their marketing, not stop it completely. Just make sure that you are the go-to person to help them with that and reassure them that they’re getting the best bang for their buck. Get creative and find them options they can afford on a tighter budget.

Make sure your customers always get the best quality for their money and realize that great customer service doesn’t cost you anything; that’s your advertising. Trust me, if you help them when times are tough, they will be with you when things get better.….and they will get better…. right?

Embroidery Digitizing - Charge! - Part I

It's been a "debate" now for a couple of years; Charging for digitizing by the stitch or charging by time and complexity. AND, more recently you'll see the influx of folks charging a flat rate for any given design up to a certain stitch count.

It is my opinion that I have no idea what the flat rate people are thinking since every design is different and takes a different amount of time and skill to complete properly. Digitizing a left chest logo, from start to finish, can take anywhere from 10 minutes to hours depending on the design and experience of the digitizer. Charging this way is not efficient for either the customer or the business, which would lead me to think that they are either "eating" most of the cost of creating a complex, high stitch count design, or they let the customers with simpler lower st count designs pick up the tab on the rest of the stitches for the other customers. By charging every customer the same, are they expecting it to come out in the wash? Charging this way can tend to rush the digitizer through the process in order to finish the job so they can move on to the next design. Nuff said.

That leaves the other two, more popular ways to charge for digitizing: Stitch count and time/complexity. I hear arguments that charging by the stitch count is unfair and "old school" because you could have a simple design with a large stitch count. The nay sayers will tell you that its more precise to charge by the time it takes to complete a logo and stitch chargers can also pad the design with un-needed stitches.

I've been doing this a long time (17 yrs to be exact) and I have seen many things. I can tell you that an unscrupulous digitizer can pad time OR stitches. How would you know if the digitizer was honest about the time it took to digitize? What if the digitizer was less experienced and it took them longer than a seasoned professional? At least with a design charged by the stitch count, you could see if the design had unnecessary underlay or density.

What you need to understand, whether you pay by the stitches or by the time it takes, you're not just paying for the design. Part of what you're paying for is the digitizer's experience and creative talent to be able to turn out a production friendly design that looks fabulous, get it to you in a timely manner and be available to you if a problem arises so your production isn't down for any period of time.

That's where the most important aspect of choosing a digitizer comes in: Can you build a relationship with this person? Will this person work with you? Believe me, it will greatly benefit you in your dealings. I charge by the stitch count but take into consideration the complexity of the designs too...my customers know that I'm fair. That all comes from the relationship I spoke of...they get a few extra benefits and considerations. Search it out. Build a rapport with your digitizer. If they aren't listening to you, move on.

Customer service in the embroidery industry, PT 2

So...have you noticed? The lack of customer service at the "front counter" in today's business is appalling. A recent conversation with a friend talking about the same topic made me think about the problem and how things used to be. Now I'm probably dating myself but picture this: pull into a gas station and not 1 but 2 guys run out to help you, pumping your gas and washing your windows. An usher at the movie theatre actually seats you. You pick up the phone and an operator places your call for you...no extra charge. Or, you are shopping for clothes and you have a sales person helping you pick out colors and bringing you sizes. No, this isn't an alien civilization.....this is the way it used to be.

We're not too far from a place where the grocery registers will all be self scan. (Of course, they say it keeps the prices down but everything's more expensive than its ever been.) And there's my personal favorite, the banks....less personal attention, less service, less live people behind the counter, and more charges for everything you can imagine, to use YOUR OWN money.

Have you ever called a business and no matter when you call or how many times, a live person never answers the phone....ever? It's irritating, especially when their push button choices don't include the reason you're calling or an option to talk to a representative of the company. Or worse, there's nothing but a voice mail system for you to leave a message that goes, apparently, into oblivion never to be returned.

The GOOD news: With nothing more than a little effort, you can stand out in your crowd by focusing on the face forward your customers don't see anymore. And the best part is it doesn't cost anything but the benefits will be immense!! The customer may not usually say anything, but believe me, they notice and every once in a while, you'll get a comment that lets you know your effort isn't wasted. Go out of your way a little, jot a thank you note and include it inside the box of your customers next order. Give them a call a week later just to see how they liked the service or how the order went.

Look, we both know that we have these crazy days when everything is behind the eight ball and nothings going smooth. I promise, if you take an extra breath when the phone rings and put on a smile before you pick up the receiver, your company image will be the better for it.

Customer service in the embroidery industry, PT 1

So, what do you think? Is the customer always right?

Anyone who's ever had to "eat" an order of shirts may disagree with this old maxim. It depends on the situation, of course, but the best way to avoid problems and miscommunications is to write everything out as an order that the customer has to sign, approving the elements of the order; color, size, application, etc. It may take a few more minutes or you may say, "I know these people very well, it'll be fine." but there will come a time you will thank yourself for it. It's not only a more professional way to conduct your business but it's a great way to cover yourself to avoid any disagreements.

What type of procedures have you implemented in your business that helps keep everyone on the same page? (either at the front counter or back in the shop)