Build Your Business:

Tips for Customer Service

By Connie Smith, Contributing Writer

Over the years, our work ethic may lack the attention it needs so everyone involved can keep the business alive.

January 8, 2019

Over the years, our work ethic may lack the attention it needs so everyone involved can keep the business alive. Keeping things in your head will not allow a business to grow and function, if for some reason, you as the owner or manager need to be gone for a few days. This is one reason everyone working in your business needs to be cross-trained to do other jobs. Keeping good records can lighten the load for everyone.

Keeping track of orders, artwork, designs and supplies are very important; therefore, you can expand that method to keeping track of your customers. By this I mean, not only what they order, but when they order.

Using a calendar or appointment program for your computer, you can put in reminders for anything from calling customers to placing orders for supplies. The hardest thing will be taking the time to log everything. At the end of the day or maybe every two days add the information you need into your program. Don’t put it off because that could mean lost business.

You don’t always have to call a customer. Make a reminder card and mail them, or better yet, stop by in person. That will let them know how much their business means to you. Keeping track of other things related to your clients can also be beneficial to you i.e. birthdays, anniversaries, expansions, etc. are ways of showing you notice something.

You can learn a lot from ready the local newspaper. I look for advertising my customers have in the paper. If you see something that really catches your attention clip it out, attach a note to it and mail it to your customer. Let them know that you are interested in more than the work you do from them, but you are excited for what their business is doing.

I know you are thinking this could be a lot to do, but when you show people that they are more to you than their business, they appreciate it. It’s not about how many clients you have it’s about keeping them and having them come back to you for their needs.

When you have designs, names, appliqués or anything embroidered, keeping track of the thread colors is very important. If the order says green, well that could mean 200 different shades. If you use different manufactures the color will vary, so writing the entire information will ensure no mistakes. It should read like this:

1st color, STITCH THREAD/ green # 2316
2nd color, STITCH THREAD/gold # 2234
3rd color, WALKER THREAD/ blue # 1050

This shows two different manufactures, the thread color and the color number.

Get in the habit of keeping track of everything and training your employees to do the same. Look for things that are happening with your clients and letting them know you notice it. You can never do enough nice things for someone that is allowing you to have their business.

Connie R. Smith has been in the embroidery industry for more than 30 years and has been an industry speaker and consultant. She also is an award-winning digitizer. For more information or to comment on this article, email Connie at