SOP: Post-Invoice Customer Contact - Northwest Custom Apparel

Post-Invoice Customer Contact

Standard Operating Procedure for Adriyella

1. Receive Invoices from Bradley Process Step

This step outlines how you will receive the necessary information to begin the customer contact process.

Process

  • Timing: Daily, typically in the afternoon after Bradley has completed invoicing.
  • Action: Bradley will print out each invoice for orders that have been completed and invoiced. He will provide these printed invoices to you.
  • Check: Ensure you receive all invoices for the day's completed orders from Bradley.
2. Contact Customers (Phone, Text) Important Task

This is the core step where you inform customers about their completed or shipped orders.

Purpose

To inform the customer that their order is complete and ready for pickup, or that it has been shipped, using phone or text if necessary.

Steps

  • Take the stack of printed invoices received from Bradley.
  • For each invoice, locate the customer's phone number. (Bradley handles sending the invoice via email).
  • Attempt Phone Call: Call the customer using the script below.
    • Greeting: "Hi, this is Adriyella from Northwest Custom Apparel. May I please speak with [Customer Name or Contact Person on Invoice]?"
    • Purpose of Call:
      • If the order is for pickup: "I'm calling to let you know that your order, invoice number [Invoice Number], is complete and ready for pickup here at Northwest Custom Apparel."
      • If the order has shipped: "I'm calling to let you know that your order, invoice number [Invoice Number], has shipped. [If you have a tracking number readily available, you can mention it here - Optional, based on workflow]."
    • Confirm/Offer Help: Ask if they have any questions or if there's anything else you can help them with regarding this order.
    • Closing: Thank them for their business.
    • Log: Make a quick note (e.g., on the invoice itself or a separate simple log) that you attempted the call and the outcome (e.g., spoke to person, left voicemail, no answer).
  • If No Answer/Voicemail: If you cannot reach the customer by phone or leave a voicemail, proceed to attempt contact via text message (if a mobile number is available and appropriate).
  • Send Text Message (If Applicable): If you have a mobile number and it's appropriate for the customer relationship:
    • Send a brief text message.
    • Suggested Text: "Hi [Customer Name], this is Adriyella from NW Custom Apparel. Just letting you know your order (Invoice #[Invoice Number]) is ready for pickup!" (Adjust for shipped orders).
    • Log: Note that you sent a text message.
Tips for Success Helpful Tips

These tips will help you perform this task efficiently and effectively.

Tips

  • Stay Organized: Keep the invoices in a tidy stack as you work through them.
  • Prioritize: Work through the invoices provided by Bradley each afternoon, completing contact attempts.
  • Be Clear: Speak clearly and politely on the phone.
  • Have Info Ready: Have the invoice number and phone number handy for each customer.
  • Log Everything: Keep track of your contact attempts (phone, text) and their outcomes. This helps avoid duplicate efforts and provides a record.
  • Consistency: Perform this task daily in the afternoon to ensure timely communication with customers.

By following this process, you help ensure customers are promptly informed that their orders are complete and ready.