Adriyella's Task Guide - Northwest Custom Apparel

Adriyella's Task Guide

Northwest Custom Apparel - Sales Support Responsibilities

Adriyella's role is essential to our company's growth and success. By directly assisting Account Executives Taylar and Nika in driving sales and customer satisfaction, she plays a key part in expanding our business and creating opportunities for our entire team, including Ruthie and the factory staff. Her support in these areas directly contributes to our collective goal of increasing revenue and maintaining a thriving operation.

Daily Order Feedback & Check-in Calls Top Priority

Call customers who recently received orders to check how they like everything. Gather feedback on their experience. Report comments and feedback gathered from these calls to the staff during the Tuesday meeting. This is the highest priority task for customer service, identifying potential reorder opportunities, and gathering valuable feedback.

Daily Order Feedback & Check-in Calls Script

  • Warm Greeting
    "Hi, this is Adriyella with Northwest Custom Apparel. I’m calling to follow up on the order you recently received. May I speak with [Customer Name], please?"
  • State Purpose
    "We want to ensure you’re thrilled with your custom apparel! I’d like to hear your thoughts on the order and share a special thank-you offer for leaving a Google Review. Can I ask a few questions about how everything went?"
  • Gather Feedback
    • Product Quality: "How do you like the quality of your items, like the printing or embroidery?"
    • Order Accuracy: "Did everything arrive as expected, with the correct designs and quantities?"
    • Service Experience: "How was your experience working with our team from start to finish?"
    • Future Needs: "Are you planning any upcoming projects, like new apparel or events, that we could help with?"
    • Improvements: "Is there anything we can improve for your next order?"
  • Offer Google Review Incentive
    "We’d love for you to share your experience in a quick Google Review for Northwest Custom Apparel. As a thank-you, we’ll send you a free custom tumbler with your logo! I’ll email you a review link and instructions to send us your logo. Does that sound like something you’d like to do?"
  • Close and Confirm
    "Thanks so much for your time and feedback, [Customer Name]! I’ll send you an email with the Google Review link and tumbler details. You can reach me at [email protected] or [phone number] if you have any questions or want to discuss future orders. Have a wonderful day!"
  • Notes for Adriyella
    • Record feedback (product quality, accuracy, service, future needs, improvements) in the feedback system (e.g., Jotform or logbook).
    • Send an email after the call: “Dear [Customer Name], Thank you for your feedback today! Please share your experience in a Google Review for Northwest Custom Apparel: [Insert Review Link]. As a thank-you, we’ll create a custom tumbler with your logo. Send your logo file to [email protected]. Let me know if you need assistance! – Adriyella, Northwest Custom Apparel.”
    • If no contact is made, log the attempt and retry later.
    • Summarize feedback and reorder opportunities for the Tuesday staff meeting.
Immediate Lead Follow-Up & Qualification High Priority

When a new lead comes in (e.g., via Jotform), immediately call them. During the phone call, focus on gathering information to qualify the lead for the account executives (Taylar or Nika). Let the lead know that an account executive will be following up with them. Continue calling until contact is made. After the initial phone call (whether contact was made or not after multiple attempts), follow up with an email. Discuss the outcome of the phone call and email with Taylar immediately. Ensure ALL leads receive a phone call first, followed by an email.

Lead Qualification Script

  • Greeting and Introduction
    "Hello, this is Adriyella from Northwest Custom Apparel. I’m reaching out regarding your recent inquiry about our custom apparel services. May I speak with [Lead Name], please?"
  • Confirm and Set Expectations
    "Thank you for your interest in Northwest Custom Apparel! I’m here to learn more about your needs so we can connect you with one of our account executives, Taylar or Nika, who will follow up with you soon. May I ask a few quick questions to better understand your project?"
  • Qualification Questions
    • Contact Details: "Could you confirm your full name, phone number, and email address?"
    • Company Information: "What is the name of your company or organization?"
    • Project Needs: "What type of custom apparel are you looking for? For example, are you interested in embroidered patches, screen-printed shirts, or something else?"
    • Quantity and Timeline: "Approximately how many items are you planning to order, and do you have a specific timeline for this project?"
    • Lead Source: "How did you hear about Northwest Custom Apparel? For example, was it through a Google search, a referral, or our Jotform?"
    • Budget (Optional): "Do you have a budget range in mind for this project?"
  • Closing and Next Steps
    "Thank you so much for sharing that information, [Lead Name]! I’ll pass this along to our account executives, and either Taylar or Nika will reach out to discuss your project in detail. You’ll also receive an email from us shortly to confirm we’ve connected. Do you have any other questions before we wrap up?"
  • Notes for Adriyella
    • Log all details (name, company, phone, email, lead source, services, quantity, timeline, budget) in the lead tracking system (e.g., Jotform or logbook).
    • If contact isn’t made, note the attempt and try again later.
    • After the call or attempts, send a follow-up email: “Hi [Lead Name], I’m Adriyella from Northwest Custom Apparel. I tried reaching you regarding your inquiry. One of our account executives, Taylar or Nika, will follow up soon. Please reply with any additional details or call us at [phone number]. Thank you!”
    • Discuss the call outcome and email with Taylar immediately to ensure a smooth handoff.
Create and Follow Up on WOWs Normal Priority

Continually help create "WOWs" (special packages/gifts) for the account executives (Taylar and Nika) to send to customers. Follow up on the status and impact of these WOWs.

How to Follow Up on WOWs

  • Track WOW Deliveries
    • Check the WOW tracking list (e.g., Jotform or logbook) to identify gifts sent by Taylar or Nika since the last follow-up.
    • Confirm delivery status:
      • For shipped WOWs, use tracking numbers to verify delivery (e.g., via USPS or UPS).
      • For in-person pickups, check with Mikalah or showroom staff to confirm the customer received the gift.
    • Update the tracking list with delivery dates and notes (e.g., “Delivered 4/20/2025” or “Picked up 4/21/2025”).
  • Prepare for Follow-Up Calls
    • Wait 2-3 days after confirmed delivery to allow the customer time to receive and appreciate the WOW (e.g., custom tumbler or patch cap).
    • Gather customer details from the tracking list:
      • Customer Name and Company
      • Contact Info (phone, email)
      • WOW Details (e.g., “Custom tumbler with logo,” “Richardson 112 cap with patch”)
      • Date Sent and Delivered
    • Coordinate with Taylar or Nika to understand the customer’s history (e.g., recent orders, potential upsell opportunities).
  • Make Follow-Up Calls
    • Call the customer using this script:
      • Greeting: “Hi, this is Adriyella from Northwest Custom Apparel. May I speak with [Customer Name], please? I’m following up on the special gift we sent you, the [WOW Item].”
      • Purpose: “We hope you love your [WOW Item]! I’d like to hear your thoughts and see how we can support your future apparel needs.”
      • Questions:
        • Satisfaction: “How do you like the [WOW Item]? Is it something your team enjoys?”
        • Impact: “Has the gift sparked any ideas for your business, like branded items for events or staff?”
        • Future Needs: “Are you planning any upcoming projects we could help with, like custom shirts or hats?”
        • Showroom Invite: “We’d love to have you visit our showroom to explore more custom options. Would you like to schedule a visit?”
      • Closing: “Thanks for your feedback, [Customer Name]! I’ll share your thoughts with Taylar and Nika. Feel free to contact me at [email protected] or [phone number] for any needs. Have a great day!”
    • If no contact is made, log the attempt and retry the next day.
  • Log Feedback and Outcomes
    • Record call details in Jotform or the logbook:
      • Customer feedback on the WOW (e.g., “Loved the tumbler, team uses it daily”).
      • Potential sales opportunities (e.g., “Interested in 50 shirts for an event”).
      • Showroom visit interest (e.g., “Wants to visit next week”).
      • Challenges (e.g., “Didn’t receive gift; reship needed”).
    • Note any actions required (e.g., “Pass to Taylar for quote,” “Schedule showroom visit”).
  • Report to Taylar and Nika
    • Share follow-up outcomes with Taylar or Nika immediately after calls, especially for sales opportunities or showroom visits.
    • Email a weekly summary to Taylar and Nika (e.g., every Monday) with:
      • List of customers contacted.
      • Key feedback (e.g., “Acme Corp loves the cap, wants to order jackets”).
      • Next steps (e.g., “Nika to call for quote”).
    • Example: “Hi Taylar and Nika, I followed up on 5 WOWs this week. John from Acme Corp loved the tumbler and wants 50 shirts. I logged details in Jotform. Please advise on next steps. – Adriyella”
  • Notes for Adriyella
    • Check the tracking list daily to stay on top of new WOWs sent.
    • Practice the call script to feel confident, especially for showroom invites.
    • If a customer hasn’t received their WOW, escalate to Mikalah or Taylar to resolve (e.g., reship or confirm address).
    • Highlight positive feedback in the Tuesday 8:30 AM staff meeting to boost team morale (e.g., “Jane from XYZ Corp said the cap was a hit!”).
Create Referral Packages Normal Priority

Create referral packages (e.g., tumbler, patch cap, or item from Sanmar using marketing funds) to thank customers for referrals.

How to Create and Send Referral Packages

  • Understand Referrals and Their Importance
    • What is a Referral? A referral is when an existing customer recommends Northwest Custom Apparel to another person or business, leading to a new lead or customer (e.g., they tell a friend, share your website, or introduce you to a colleague).
    • Why Send a Gift? Sending a thank-you gift, like a custom tumbler or patch cap, shows appreciation for the customer’s trust and encouragement. It strengthens relationships, encourages more referrals, and increases future business by keeping Northwest Custom Apparel top-of-mind. Referrals are valuable because they bring new customers at a lower cost than advertising, helping grow sales and support the team.
  • Identify Referral Customers
    • Check with Taylar or Nika weekly (e.g., every Monday) for a list of customers who provided referrals. They’ll confirm who referred new leads or customers (e.g., “Jane from Acme Corp referred XYZ Corp”).
    • Review the Jotform or logbook for referral notes, such as leads marked with a source like “Referred by [Customer Name].”
    • If no list is provided, proactively ask Taylar or Nika: “Do we have any customers who referred new business this week that need a referral package?”
  • Select and Prepare Referral Packages
    • Choose an appropriate gift using marketing funds, based on the customer’s profile and referral impact (coordinate with Taylar or Nika for approval):
      • Custom Tumbler: A tumbler (e.g., LTM752 model) with the customer’s logo, ideal for frequent referrers or high-value clients.
      • Patch Cap: A cap (e.g., Richardson 112 with a custom patch), great for casual or team-oriented customers.
      • Sanmar Item: A branded item from Sanmar’s catalog (e.g., a Port Authority polo or bag), selected for variety or specific customer preferences.
    • Work with Mikalah or Steve to customize the gift (e.g., embroider the logo or attach a patch). Provide the customer’s logo file from the Jotform or previous orders.
    • Package the gift neatly, including a thank-you note: “Dear [Customer Name], Thank you for referring [New Customer/Lead] to Northwest Custom Apparel! We appreciate your support and hope you enjoy this [Gift Item]. Contact us at [email protected] for your next project. – The Northwest Custom Apparel Team.”
    • Log the gift details in Jotform or the logbook (e.g., “Tumbler for Jane, Acme Corp, sent 4/25/2025”).
  • Send Referral Packages
    • Coordinate with Taylar or Nika to decide delivery method:
      • Shipped: Use USPS or UPS for customers outside Lakewood, WA. Obtain a tracking number and log it in Jotform.
      • In-Person: Arrange for pickup at the showroom (15307 Union Ave SW, Lakewood, WA 98498) or delivery by Taylar/Nika during client visits.
    • Confirm the customer’s address or pickup preference with Taylar or Nika to avoid errors.
    • Update the Jotform or logbook with the sent date and delivery method (e.g., “Shipped via USPS, tracking #1234, 4/26/2025”).
  • Follow Up After Delivery
    • Wait 2-3 days after confirmed delivery (or pickup) to allow the customer to receive the gift.
    • Call the customer to confirm receipt and gather feedback:
      • Greeting: “Hi, this is Adriyella from Northwest Custom Apparel. May I speak with [Customer Name], please? I’m following up on the thank-you gift we sent for your referral, the [Gift Item].”
      • Purpose: “We’re so grateful for your referral of [New Customer/Lead]! I’d love to hear if you liked the [Gift Item] and if we can support you further.”
      • Questions:
        • Gift Satisfaction: “How do you like the [Gift Item]? Is it something you or your team will use?”
        • Referral Impact: “Has the gift inspired you to share our services with others?”
        • Future Business: “Are you planning any new apparel projects we could assist with?”
        • Showroom Invite: “We’d love to have you visit our showroom at 15307 Union Ave SW, Lakewood, WA, to explore our latest designs. Would you like to schedule a visit?”
      • Closing: “Thank you again for your referral, [Customer Name]! Reach out to me at [email protected] or [phone number]. Have a great day!”
    • If no contact, log the attempt and retry the next day.
    • Log feedback in Jotform (e.g., “Jane loved the tumbler, considering shirts for next quarter”).
  • Report Outcomes
    • Share follow-up feedback with Taylar or Nika immediately, especially for sales opportunities (e.g., “Acme Corp wants a quote for shirts”).
    • Include positive referral gift feedback in the Tuesday 8:30 AM staff meeting (e.g., “Jane from Acme Corp said the cap was perfect and referred another client”).
    • Update the Jotform or logbook with actions (e.g., “Passed to Nika for quote”).
  • Notes for Adriyella
    • Proactively check for referrals weekly to stay ahead of package creation.
    • Ensure gifts are high-quality and personalized to make a strong impression.
    • If a customer hasn’t received their package, escalate to Taylar or Mikalah to resolve (e.g., reship or confirm address).
    • Keep Taylar and Nika informed of all referral package activities to align with their customer outreach.
Past Customer Outreach Normal Priority

Call customers who ordered last year but have not yet placed an order this year. Taylar and Nika will provide the list; however, it is Adriyella's responsibility to proactively ask them for this list weekly if it is not provided. (Focus on generating repeat business).

How to Conduct Past Customer Outreach

  • Obtain the Customer List Weekly
    • Every Monday, check with Taylar and Nika for a list of customers who placed orders in 2024 but haven’t ordered in 2025. The list should include:
      • Customer Name and Company
      • Contact Info (phone, email)
      • Last Order Details (e.g., “50 embroidered polos, May 2024”)
      • Notes (e.g., “Preferred contact: mornings,” “Interested in jackets”)
    • If Taylar or Nika haven’t provided the list by Monday afternoon, proactively ask: “Hi Taylar/Nika, do you have the list of 2024 customers who haven’t ordered this year for my outreach calls this week?”
    • Log the list in Jotform or a logbook, noting the date received (e.g., “List from Taylar, 4/28/2025”).
    • If no customers are identified, confirm with Taylar or Nika and note in Jotform: “No outreach list this week, confirmed 4/28/2025.”
  • Prepare for Outreach Calls
    • Review the customer list to prioritize calls based on order history or notes (e.g., high-value customers or those with reorder potential).
    • Group customers by contact preference (e.g., morning vs. afternoon calls) to maximize efficiency.
    • Coordinate with Taylar or Nika to understand each customer’s history (e.g., “Acme Corp ordered 100 shirts last year; check if they need event apparel”).
    • Have the Jotform or logbook ready to record call outcomes.
  • Make Outreach Calls
    • Call each customer using this script to check in and encourage repeat business:
      • Greeting: “Hi, this is Adriyella from Northwest Custom Apparel. May I speak with [Customer Name], please? I’m reaching out to check in since we worked with you last year on your [Last Order, e.g., embroidered polos].”
      • Purpose: “We value your business and want to see how we can support you again! I’d love to hear about your current needs and share some new custom apparel options.”
      • Questions:
        • Current Status: “How have the [Last Order Items] been working for you or your team?”
        • New Needs: “Are you planning any upcoming projects, like team uniforms, event shirts, or branded gifts?”
        • Challenges: “Did you face any issues with your last order that we can improve on?”
        • Showroom Invite: “We’d love to have you visit our showroom at 15307 Union Ave SW, Lakewood, WA, to explore our latest designs. Would you like to schedule a visit?”
      • Closing: “Thank you for your time, [Customer Name]! I’ll follow up with an email to share some ideas for your next order. Feel free to reach out at [email protected] or [phone number]. Have a great day!”
    • If no contact is made, log the attempt in Jotform (e.g., “Called Jane, Acme Corp, 4/29/2025, no answer”) and retry the next day.
    • Aim to call 5-10 customers daily, depending on the list size, to balance with other tasks.
  • Send Follow-Up Emails
    • After each successful call, send an email to reinforce the conversation and encourage action:
      • Subject: “Great Catching Up, [Customer Name]! Let’s Plan Your Next Order”
      • Body: “Dear [Customer Name], Thank you for speaking with me today! I enjoyed hearing about your [mention specific feedback, e.g., team’s use of polos]. Based on our chat, I’d love to help with [potential need, e.g., event shirts or jackets]. Here’s a link to our catalog: [Insert Catalog Link]. Please reply or call [phone number] to discuss ideas or schedule a showroom visit. Looking forward to working with you again! – Adriyella, Northwest Custom Apparel”
    • For non-contacted customers after 3 attempts, send a brief email: “Hi [Customer Name], I’ve tried reaching you to check in about your next custom apparel needs. We loved working on your [Last Order] and want to help again! Reply or call [phone number] to connect. – Adriyella, Northwest Custom Apparel”
    • Log email details in Jotform (e.g., “Sent follow-up email to Jane, 4/29/2025”).
  • Log Outcomes and Coordinate with Taylar or Nika
    • Record call and email outcomes in Jotform or the logbook:
      • Feedback (e.g., “Jane said polos were great, needs 50 shirts for June event”)
      • Sales Opportunities (e.g., “Requested quote for jackets”)
      • Showroom Interest (e.g., “Wants to visit next week”)
      • Challenges (e.g., “Unhappy with last delivery time”)
    • Share sales opportunities or urgent issues with Taylar or Nika immediately (e.g., “Acme Corp wants a quote; passed to Taylar”).
    • Email a weekly summary to Taylar and Nika (e.g., every Friday) with:
      • Customers contacted
      • Key outcomes (e.g., “3 customers interested in reordering”)
      • Next steps (e.g., “Nika to schedule showroom visit”)
    • Example: “Hi Taylar and Nika, I called 15 past customers this week. Jane from Acme Corp wants 50 shirts; logged in Jotform. Please advise on quotes. – Adriyella”
  • Report in Tuesday Meeting
    • Include outreach updates in the Tuesday 8:30 AM staff meeting, focusing on:
      • Number of customers contacted
      • Sales opportunities (e.g., “2 customers planning event orders”)
      • Feedback or challenges (e.g., “1 customer noted slow delivery last year”)
    • Example: “I reached out to 10 past customers. Acme Corp is interested in 50 shirts for June, and I passed it to Taylar. One customer suggested faster shipping.”
    • Log meeting feedback in Jotform (e.g., “Taylar to follow up with Acme Corp”).
  • Notes for Adriyella
    • Be proactive in asking for the customer list every Monday to stay on track.
    • Practice the call script to sound confident and friendly, especially for showroom invites.
    • Keep calls brief (5-7 minutes) to respect customers’ time while building rapport.
    • If a customer mentions issues, listen carefully, apologize, and escalate to Taylar or Nika (e.g., “I’ll have Taylar address this right away”).
    • Highlight successful reorders in the Tuesday meeting to show your impact on sales.
Report on Leads in Tuesday Meeting High Priority

Be fully prepared to discuss with the staff on Tuesday all the leads she has contacted since the previous meeting. Provide a summary of the leads she and Taylar are working on, their status, the information gathered during qualification calls, and the outcome of follow-up attempts. This is critical for leveraging website traffic and converting leads into sales.

How to Report Leads in the Tuesday Meeting

  • Prepare Before the Meeting (Monday or Early Tuesday)
    • Review all leads contacted since the last Tuesday meeting (8:30 AM).
    • Use the Jotform or logbook to compile a list of leads, including:
      • Lead Name and Company
      • Contact Details (phone, email)
      • Lead Source (e.g., Google Search, Jotform, referral)
      • Services Requested (e.g., embroidered polos, screen-printed shirts)
      • Quantity and Timeline
      • Budget (if provided)
    • Check the status of each lead:
      • Contacted: Spoke with the lead.
      • Attempted: Called but no contact.
      • Followed Up: Email sent or further calls made.
      • Handed Off: Passed to Taylar or Nika.
    • Note outcomes (e.g., “Interested in quote,” “Not ready to proceed”).
    • Coordinate with Taylar to confirm which leads you’re jointly working on and their latest status (e.g., quote sent, meeting scheduled).
    • Prepare a concise summary (1-2 sentences per lead) to share in the meeting.
  • Organize Your Report
    • Group leads by status for clarity (e.g., “New Leads Contacted,” “Leads with Taylar”).
    • Highlight potential sales opportunities (e.g., leads requesting quotes or large orders).
    • Include any challenges (e.g., “Couldn’t reach lead after 3 attempts”).
    • Have your Jotform or logbook ready to reference details if asked.
  • Present at the 8:30 AM Tuesday Meeting
    • Start with an overview: “Since last week, I contacted [number] leads. Here’s a summary of their status and next steps.”
    • Share each lead’s details in 1-2 sentences, covering:
      • Who they are (name, company).
      • What they want (services, quantity).
      • Current status (contacted, followed up, handed off).
      • Outcome or next steps (e.g., “Taylar is sending a quote today”).
    • Example: “John Smith from Acme Corp, found via Google Search, wants 100 embroidered polos for next month. I spoke with him Thursday, and Taylar sent a quote yesterday.”
    • Mention your collaboration with Taylar: “Taylar and I are following up on 3 leads, including Acme Corp.”
    • End with a call for input: “Does anyone have suggestions for these leads, or should I continue following up?”
  • Notes for Adriyella
    • Practice your summary Monday afternoon to feel confident.
    • Arrive at the 8:30 AM meeting with your notes organized (digital or printed).
    • Update the Jotform or logbook with any feedback or actions from the meeting (e.g., “Nika to call lead X”).
    • If nervous, speak with Taylar or Nika before the meeting for tips or to clarify lead statuses.
Call Customers for Order Pickup Normal Priority

Notify customers when their orders are ready for pickup, ensuring timely communication and a smooth customer experience.

How to Call Customers for Pickup

  • Identify Ready Orders
    • Check the production system or list provided by Ruthie/factory team daily for orders that are completed and ready for customer pickup.
    • Confirm the customer's name, order number, and contact information (phone number).
    • Ensure the physical order is in the designated pickup area at the front.
  • Make Pickup Calls
    • Call each customer using this script:
      • Greeting: “Hi, this is Adriyella from Northwest Custom Apparel. May I speak with [Customer Name], please? I’m calling about your recent order.”
      • Purpose: “Good news! Your custom apparel order, number [Order Number], is ready for pickup at our showroom.”
      • Provide Details: “Our pickup hours are [mention hours, e.g., Monday-Friday, 8:00 AM to 5:00 PM] at our location: 15307 Union Ave SW, Lakewood, WA 98498.”
      • Confirm: “Will you be able to pick it up soon?” or “Do you have an estimated day/time you might be able to stop by?”
      • Offer Assistance: “Please let us know if you have any questions or if there’s a better time for you to pick it up.”
      • Closing: “Thank you, [Customer Name]! We look forward to seeing you soon. Have a great day!”
    • If no contact is made, leave a clear voicemail stating their order is ready for pickup, mentioning the order number, pickup hours, and location.
    • Log the call attempt and outcome (e.g., “Called John Doe, Order #12345, left voicemail 4/29/2025”) in Jotform or the logbook.
  • Follow Up (If Needed)
    • If an order hasn't been picked up after 3-5 days, make a follow-up call or send a reminder email.
    • Follow-up script: “Hi [Customer Name], this is Adriyella from Northwest Custom Apparel. Just a friendly reminder that your order, number [Order Number], is still ready for pickup at our showroom during business hours. Please call us if you need to arrange a different time or have questions.”
  • Log Pickups
    • When a customer picks up their order, mark it as "Picked Up" in the production system or logbook.
    • Note the date of pickup.
  • Notes for Adriyella
    • Check for ready orders daily to call customers promptly.
    • Keep the pickup area organized so orders are easy to find.
    • Be ready to answer basic questions about the order (if you have access to the details).
    • If a customer asks about shipping instead of pickup, direct them to Taylar or Nika.