A decorator was in a bind: His customer’s event was the next day, and the PMS colors in the art file didn’t match the ones listed on the purchase order. To make matters worse, the decorator couldn’t reach his client, so his team had a 50/50 chance of choosing the correct color. Unfortunately, they chose wrong, and the client was unhappy with the order.
Customer expectations are more demanding than ever before and the need to ‘get it right’ each time is extremely high. Marshall Atkinson, a Phoenix-based decorated-apparel success coach who offers hands-on training via his Shirt Lab events, concurs and cites this statistic below as a reason why decorators and distributors need to take this seriously.
According to Microsoft, 54% of global consumers say that they have higher customer service expectations than they did just one year ago. In addition, 52% of people worldwide believe that companies need to take action on feedback provided by their customers.
To keep up with these dynamic requests, customer service and problem solving must be a priority in your decorated-apparel firm. “Business today doesn’t work the way it did in 1987,” Atkinson says. “You have to continuously evolve your customers’ experience. That’s on you. You have to teach your new hires how to work with all types of customers.”
4 Challenging Customer Archetypes
Here are four types of challenging customer situations—and how you can turn them into opportunities.Continue reading “Turn Challenging Customers Into Loyal Clients”