How to Fix These 6 Common Customer Complaints

Want some not-so-fun customer service news? The average American tells 15 people when they’ve had a poor customer service experience—and 56% of buyers have stopped doing business with a company because they’ve experienced poor customer service, Microsoft reports.

“Your most unhappy customers are your greatest source of learning.”

Bill Gates, Co-founder of Microsoft

But here’s the good news: 67% of customer churn is preventable if your shop resolves customers issues the first time they occur.

“Your customer service team can make or break your success with each customer,” says Zach Ellsworth, general manager at Stahls’. “If you’re receiving complaints often, it’s time to dig in and take improvement seriously.”

To quote the great Bill Gates, “your most unhappy customers are your greatest source of learning.” The customer complaints your shop racks up the most often are your best resource for understanding how your business can perform better.

We asked the experts to break down six common customer complaints decorators get—and how to fix them for good.

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“Sell Trust, Not Decorations” – SUCCESS STORIES Podcast: Ep. 6 (feat. Traci Miller of Color 3 Embroidery)

One thing that contract apparel decorators sell most is Trust, with a capital “T”.  Sure, you can focus on the embroidery, screenprinting, heat transfer or other methods of embellishing a garment, but seasoned contract professionals know that sales for them are not transactional.  Everything is about the relationship.

As a 25 year decorating veteran, Traci Miller, of Color3 Embroidery, knows this all too well. Listen as she shares advice on how to establish strong business relationships and how to sell trust instead of decorations.

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Why Finding Your Niche, Might Make You Rich

Does your decorating shop stand out from competitors? Really think about it—there are thousands (if not hundreds of thousands) of screen printers and embroiderers, many offering the same blanks and services as you. Don’t worry, we’ve got a smart way to separate yourself from the pack: Become a rockstar decorator, within your special niche.

While this isn’t something you can do overnight, when you position your shop as a “go-to decorator” for something specific, you’ll score repeat customers and watch your profits rise.

We talked to three successful decorators who’ve established themselves as experts in lucrative niches. (And, we’ve got insider secrets to fast-track your success!)

The Bling Brigade

Photos courtesy of Sparkle Plenty

“In this niche, if you’ve done the initial job well, you’re in for repeat orders—it’s that simple.”

Lee Romano Sequeira, Co-owner of Sparkle-Plenty.com

Husband-and-wife team Andrew Sequeira and Lee Romano Sequeira call their business a “big, sparkly niche.” For two decades, the Sparkle-Plenty.com co-owners have focused on offering custom rhinestone, stud and crystal transfers. “We use Swarovski crystal, the ‘Waterford’ of sparkle,” Andrew says. “It’s a decorating niche, since most shops focus on embroidery and ink. We offer something different for a specific market: women.”

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