TSW Blogspot

Seven Steps for dealing with an irrate customer

2012-02-20T04:02:00.000-08:00

Hello my name is Stephen Collins and I am the factory manager at The Signature Works. I am also a first time “blogger” (is that a word). I am currently half way through a year- long business management course which I am finding extremely tough time-wise but thoroughly rewarding. From week to week I find myself highlighting areas of interest/benefit to myself and our company as a whole. One such topic was dealing with customer complaints.

It is an easy topic to shy away from but realistically all companies have to deal with them.
(Names mentioned in the following example are based on fictional characters and are in no way connected to any real life TSW people)

One of Peter and Joannes most important clients has just walked into the office, unannounced. Peter stands up with a smile on his face, ready to greet him, when the dam bursts - the client explodes into an angry tirade because Peters organization has failed to make a delivery on time.
Because of this, the client was unable to demonstrate a key product, which meant that he lost an important sale.

Peter does his best to reason with his client, but nothing he says helps the situation. The client only gets angrier, shouting accusations and spiraling further into a rage. Within a few minutes he walks out, vowing never to do business with Peters organization again.

Many of us have to deal with angry or unhappy clients as part of our roles, and it's never easy. But if we know what to say and, more importantly, how to say it, we may be able to save the situation. In fact, we can even end up with a better relationship with our client than we had before.
In this Blog I want to explore how to deal with angry or difficult customers. I will highlight specific tips and techniques that you can use to smooth things over, so that you can leave them feeling satisfied.

The following 7 steps have been highlighted as must-do’s when dealing with a customer complaint.

Step One: Adjust Your Mindset

Once you're aware that your client is unhappy then your first priority is to put yourself into a customer service mindset.

This means that you set aside any feelings you might have that the situation isn't your fault, or that your client has made a mistake, or that he or she is giving you unfair criticism.
All that matters is that you realize that your customer or client is upset, and that it's up to you to solve the problem. Adjust your mindset so that you're giving 100 percent of your focus to your client, and to the current situation.

Step Two: Listen Actively

The most important step in the whole of this process is “Listening Actively “ to what your client or customer is saying - they want to be heard, and to air their grievances.
Start the dialogue with a neutral statement, such as, "Let's go over what happened," or "Please tell me why you're upset." This subtly creates a partnership between you and your client, and lets them know that you're ready to listen.

Resist the temptation to try to solve the situation right away, or to jump to conclusions about what happened. Instead, let your client tell you their story. As they are talking, don't plan out what you're going to say when they are done - this isn't active listening!
Also, don't allow anything to interrupt this conversation. Give your client all of your attention.

Step Three: Repeat Their Concerns

Once they have had time to explain why they are upset, repeat their concerns so you're sure that you're addressing the right issue. If you need to, ask questions to make sure that you've identified the problem correctly.

Use calm, objective wording. For example, "As I understand it, you are, quite rightly, upset because we didn't deliver the samples that we promised you last week."
Repeating the problem shows the customer you were listening, which can help lower their anger and stress levels. More than this, it helps you agree on the problem that needs to be solved.

Step Four: Be Empathic and Apologize
Once you're sure that you understand your client's concerns, be empathic. Show them you understand why they are upset.

And, make sure that your body language also communicates this understanding and empathy.
For example, you could say, "I understand why you're upset. I would be too. I'm very sorry that we didn't get the samples to you on time, especially since it's caused these problems."

Step Five: Present a Solution

Now you need to present them with a solution. There are two ways to do this.
If you feel that you know what will make your client happy, tell them how you'd like to correct the situation.

You could say, "I know you need these samples by tomorrow to show to your own customers. I will call our other clients to see if they have extras that they can spare, and, if they do, I'll drop them off at your offices no later than 5:00pm this evening."

If you're not sure you know what your client wants from you, or if they resist your proposed solution, then give them the power to resolve things. Ask them to identify what will make them happy.
For instance, you could say, "If my solution doesn't work for you, I'd love to hear what will make you happy. If it's in my power I'll get it done, and if it's not possible, we can work on another solution together."

Step Six: Take Action and Follow-up
Once you've both agreed on a solution, you need to take action immediately. Explain every step that you're going to take to fix the problem to your client

If they have contacted you by phone, make sure that they have your name and contact details. This gives them a feeling of control because they can get hold of you again if they need to.

Once the situation has been resolved, follow up with your client over the next few days to make sure that they are happy with the resolution. Whenever you can, go above and beyond their expectations. For instance, you could send them a gift certificate, give them a great discount on their next purchase, or send them a hand-written apology.

Step Seven: Use the Feedback
Your last step is to reduce the risk of the situation happening again. If you haven't already done so, identify how the problem started in the first place. Was there a bottleneck that slowed shipment? Did a sales rep forget to confirm an order?

Find the root of the problem and make sure it's fixed immediately. Also, ensure that you're managing complaints and feedback effectively, so that you can improve the way that you do things.

I always thought my customer complaint skills where ”top notch” but the first time I read the 7 steps it immediately struck a chord with me in that I got flash backs to when I have dealt with complaints in the past and how defensive and unwilling to listen I may have been. But I certainly know I have a lot more ability and time to deal with a customer complaint than previously and have put my new found patience to good use in recent months.

As I mentioned before I am not 100% sure on how this “blogging” game works but if in this short blog people can pick up a handy tip or process when dealing with that red-faced volcano customer then my work here is done!! LOL (can you write LOL on a blog??)

What type of leader are you?

2012-02-07T02:46:00.000-08:00

Leadership: The art of getting someone else to do something you want done because he wants to do it.
Dwight D. Eisenhower

We've all experienced a difficult boss, but everyone wants to work for someone they can respect. In the middle of a recession a lot of bosses can panic, and forget that their employees loyalty is as important as their customers.

So what type of leader do you think you come across as? Peter McConvey the head honcho here at The Signature Works talks us through the different types of leaders he has come across.

Here are five types of leaders you see most often, and their level of involvement:

1. THE PACIFIST

This leader delegates the business of creating the customer-centered culture to others and reviews occasional reports. He is not really fired up about customers and focuses on other perceived success factors like operational excellence or technological superiority.

2. THE BANKER

This leader hears the plans and signs off on the final budget. He generally forgets about it until the next budgeting cycle, where his most important question is typically: “What’s the Return on Investment?”

3. THE TRACKER

This leader is interested in customer behaviors. He regularly asks for and monitors various customer metrics (dashboard) and doesn’t do much else.

4. THE ROLE MODEL

This leader causes a vision for the organization to be created. He spends significant time with customers, and also attends internal meetings to improve service. He approves changes in appropriate systems and building blocks, picks his top performers to head up the customer/culture initiative and starts every meeting with reports on the organization’s customer health.

One of my customers used to have a cardboard cutout of a person placed in a chair at all executive meetings. On the cutout were the words: “I am the Customer. What would I say?”

5. THE CULTURE ENGINEER

This leader understands the power of culture. He actively manages it for maximum employee involvement, customer acquisition and loyalty. His business card may read something like “Chief Customer Officer”. He might define leadership as: Creating an engaging environment where each individual is willing and able to carry out the vision and mission of the organization.”

Coloring your tees!

2011-08-17T08:36:00.000-07:00

Color evokes feelings. Color is emotional. The right color can help persuade and motivate. Studies show that color usage can increase interest, improve learning, help focus and retain information. A good design can often be made great by the use of color. And when deciding whether to screen print or embroider your clothing you should consider how the process will affect your use of color.

Colors can be divided into two general categories: Cool (such as blue and green) and Warm (such as orange and red). Cool colors work best for backgrounds as they appear to recede away from us into the background. Warm colors generally work best for objects in the foreground (such as text) because they appear to be coming at us.

The first color to consider is that of the clothing. Printing onto lighter colored garments helps keep costs low. If you stick to light colored clothing in screen printing, you do not need to use a base, which saves the cost of a screen. Dark garments work as long at the print color is bold and vibrant, for example, a royal blue garment with a vibrant yellow print. If you use white as a color in your design onto dark garments, this can help to avoid the cost of a base (As the white separation can be used as a base).

This is an example of a six color screen print

When using text only, certain color combinations can really make the design pop! For example you could try lemon, sky blue and pea green on an olive tee. The best way to learn what colors work with your design is to experiment with different color combinations. A good site to check out interesting color combinations is http://www.colourlovers.com/palettes

As embroidery uses thread not ink, colors will not change when added to the garment, so no base. Also as you are not charged by the color, you have the freedom to use as many colors as you like, giving you the freedom to make your designs uber colorful! Shading can be achieved through texture, 'blending' the tread can also produce some interesting results. Embroidery allows for far more complex color work in your designs.

If you need any help in deciding what colors to use, feel free to chat to our design team

Here is some interesting color combinations that look great printed or embroidered:

Red and Olive

Mustard and Blue

Lilac and Orange

Hot pink and dark green

Our embroidery process!

2011-07-29T06:37:00.000-07:00

We have a great promotional offer involving iPod and iPads on the go at the minute. Head over to our offers page to check it out.

So, last time we discussed a little bit about our screen printing process. Now its time to go into our embroidery. Embroidery is an entirely different process. It's a lot more noisy! Check out our we do Video on our about us page

The Process

Your artwork is taken from a high quality jpeg and worked on by our art department, who digitize it.

Digitizing is the process of taking any image and turning it into a language that embroidery sewing machines understand, using software that is designed to work with the machines.

Once the image has been digitized the embroidery sewing machine understands what to do in order to stitch out the image. Digitizing is not a simple process unless you have worked with computer graphics and have patience to learn all the intricacies of machine embroidery digitizing.

There are 3 types of stitch used. Satin, run and fill. The satin stitch is a zig zag shape that is used for making columns and is generally used for text.
The run stitch is a single line used for connecting stitches and thin areas. Lastly the fill stitch fills large areas. Together these stitches go together to make up the artwork.

Then the machines work away! We can embroider on a lot more things than we can print. You can have many different colors when embroidering, and the colour is easier to match compared to screen printing.

Pricing is different of course too.We charge a one off set up for the logo or text, and then per embroidery. We'll be putting a video of our embroidery up soon! Make sure to check it out. If you have any questions, get in touch!

TSW Screen printing! Our Process

2011-07-01T08:58:00.000-07:00

Hello Folks,

Hope you are all keeping well. Its been a busy week for us here at The Signature Works. We recently completed an order for Brennans Ice Cream, very summery check it out over on our facebook.

Well for our second post I'd like to go into our screen printing a little bit. We have two screen printers with 40 years experience between them. A nice round amount if you ask me. And they certainly do know a thing or two about printing.

The Process

The one thing that can be confusing about screen printing is pricing. To explain this it helps to understand the process. It all begins with the artwork, which must be made ready for screen printing. Preparing the artwork can be a profession in itself, but the two fundamentals are the colors and the lines. the colors must be made into a spot color, and the lines must not be pixelated. The way this is done is to create a vector of the artwork, depending on the artwork this can be very easy or very hard.

From here is goes onto a silk screen, it is burned on using light in a dark room. Creating a negative that acts like a stencil. This is then filled with ink and printed by hand onto the garment. A silk screen has to be made for each color, which has to be a solid block, and we can print up to six colors.

If printing onto dark garments, often a "base" is used which is a layer beneath the print that makes the color brighter and stops the dye from the garment changing the color of the print. Printing is great for large images onto t-shirts or hoodies.

So the nitty gritty how we sort out pricing.

We charge, like all companies, per screen set up. As a lot of work goes into setting up the screen, for simple artworks the price of setting these up are included in this price. However if the artwork is really rough an extra charge may be added. Then there is a cost for the inks used. Dark colored items will always cost a bit more to print because of the base.

And that's it! Simple. If you have any questions or would like to place an order, get in touch!

We're Bloggers now!

2011-06-10T08:42:00.000-07:00

Hello and thank you for stopping by for a quick read at our very first attempt at a blog.

Lets kick things off with a little explanation of what we do here at the signature works.

So you have a sporting event and need a sponsor logo put on a top? Or a Hen night fast approaching? possibly you need to impress a client with some professional looking clothes? Perhaps your dream has always been to start up your own fashion label!

Well we are the people to come to. We've been printing and embroidering custom garments for the locals for well over 78 years! We do it all in house, which means you dont need to go running about the place like a headless chicken, and its all done speedily, we can get your goods to you within 3 working days if your in a rush!


This is Angela hiding behind the embroidery Machines

We have a friendly staff of 30 sitting here in Bangor, Northern Ireland. Including the lovely Karen and funny Joanne, who are always on call to take your orders and make you smile. They then pass your order on to Gayle or Vicki, to have your artwork sorted out. Next its on to Wendy or Andy, depending on whether your printing or embroidering. All these friendly folk get the job done and get your goods customized and looking all pretty and professional.

Andy and Dave busy Screen Printing

So now you know who we are an what we do, do keep in touch. Over the coming months we will be bringing you some gossip from here, as well as some tips and tricks, and videos to show you our lovely faces at work, so you can see for yourself How the magic happens!

Till next time!