Building Your Skills

A Guide for Adriyella - Growing in Your Role

Welcome, Adriyella! This guide is a resource designed to help you grow and succeed in your role as Office Assistant at Northwest Custom Apparel. Your work is essential to our team and our customers. By focusing on these key areas, you'll become even more confident and effective, directly contributing to our company's success!

Mastering Phone Communication Important Skill

Handling phone calls professionally and efficiently is a key part of your role. Getting the right information helps everyone!

Getting Full Messages & Using Shopworks

• Why it's Important: Getting the caller's full details (Name, Company, Phone, Reason) saves time for the person they need to speak with and helps them be prepared. Knowing if they are a current customer and looking them up in Shopworks provides valuable context.
• Steps When Answering:
  • Answer promptly (within two rings).
  • Use your professional greeting: "Thank you for calling Northwest Custom Apparel, this is Adriyella. How can I help you today?"
  • **Always** ask for and write down:
    • The caller's **Full Name** (First and Last).
    • The **Company Name** they are calling from.
    • Their **Phone Number** (confirm it even with caller ID).
    • A **Brief Reason** for their call.
  • Ask: "Are you a current customer with us?"
  • If **Yes**: Ask for their name and **immediately look them up in Shopworks**. See if you can find their account and who their assigned Account Executive is. Note this information down.
  • If **No**: Continue getting their basic information and reason for the call.
  • If taking a message (because the person they need is unavailable), make sure your written or digital message includes ALL the key information you gathered: Caller's Full Name, Company, Phone Number, Email (if provided), and a clear, brief Reason for Call.
• Tips for Success:
  • Keep a pen and paper handy by the phone.
  • Practice asking for names and company names clearly and politely.
  • Don't hesitate to ask someone to repeat or spell something if needed. "Could you please spell that company name for me?"
  • Get comfortable navigating Shopworks to find customer accounts. Ask Taylar or Nika for help if you need more practice with this.

Handling New Opportunities (UPs): Phone & Walk-ins Important Skill

Knowing how to direct both phone calls and walk-in visitors helps get customers to the right expert quickly, providing better service and saving time for everyone. We call new sales inquiries "UPs".

Directing Calls & Walk-ins

• **First Step (Identify & Qualify):** Whether it's a phone call or a walk-in, your first step is to identify if they are a current customer or a potential new sales inquiry ("UP").
  • **For Phone Calls:** Use the steps in the "Mastering Phone Communication" section to get their name, company, and reason for calling, and **look them up in Shopworks** if they are a current customer.
  • **For Walk-ins:** Greet them warmly and ask what brings them in. Get their name and **look them up in Shopworks** if they are a current customer or mention they've worked with us before.
• **For Current Customers:**
  • If they have an **assigned Account Executive** listed in Shopworks, try to direct the call or introduce the walk-in to that person first.
  • If their assigned AE is unavailable, ask the caller or walk-in if they would like to speak to the *other* Account Executive (Taylar or Nika) or leave a message for their assigned AE.
  • If they don't have an assigned AE or you are unsure, you can use the alternating rule below, or ask Taylar quickly if she is available.
• **For New Sales Inquiries ("UPs"):** If the caller or walk-in is a **new customer** asking about placing an order or starting a new project (an "UP"), use the alternating system to direct them to an Account Executive.
  • **Rule for Directing New Sales Opportunities (UPs):** To share the workload fairly, alternate directing *new* sales inquiries (both phone calls and walk-ins) between **Taylar and Nika**. Keep a simple note or log (on your desk or computer) of who received the last new sales opportunity (UP) so you know who to send the next one to. For example, if Nika got the last UP, the next one goes to Taylar.
• **Specific Topics (Regardless of New/Current):** Direct calls or walk-ins based on the reason:
  • **Production/Order Status (in process):** Direct to **Ruthie (Production Manager)** or the relevant person in the factory handling that order.
  • **Billing/Invoice Questions:** Direct to **Bradley (Accountant)**.
  • **Artwork/Design Questions:** Direct to **Steve (Graphic Artist)**.
• **When You're Unsure:**
  • Ask the caller or walk-in for a little more detail: "Could you tell me a bit more about your question so I can connect you with the best person?"
  • If still unsure, or if the caller/walk-in specifically asks for Taylar (as the Office Supervisor), you can direct them to Taylar. However, try to direct to the specialist first if their question fits one of the categories above.
• **Transferring Calls / Introducing Walk-ins:** Before transferring a call or introducing a walk-in, quickly tell the person you're directing them to who is there and why: "Hi [Name], I have [Caller's Name] from [Company Name] on the line/here in the showroom. They are calling/here about [brief reason]. They are a [current/new] customer."

Tips for Success:

• Listen carefully to the caller's or visitor's reason for contacting us.
• Get comfortable recognizing which topics go to which person/department.
• **Always check Shopworks for current customers FIRST.**
• Only use the alternating rule for **new sales inquiries (UPs)**.
• Keep your alternating log for new sales opportunities updated.
• It's okay to ask a colleague quickly if they are available if you're unsure who is best suited.
• Your goal is to get the caller or visitor to the *right* person who can help them most efficiently.

Growing Your Industry Knowledge Helpful Tips

Learning about embroidery, screen printing, DTG, DTF, and our products will help you understand our business better, qualify leads more effectively, and talk confidently with customers.

Ways to Learn and Grow

• **Ask Questions:** Don't be afraid to ask Taylar, Nika, Ruthie, Steve, or other team members questions about their work, different decoration methods, or specific products when they have a moment. They are experts!
• **Observe and Shadow:** When things are slow at the front, ask Ruthie or others in the factory if you can observe them working on embroidery machines, screen printing presses, or DTG/DTF printers. Seeing the process helps it make sense. You can also ask if you can help with simple tasks (like counting shirts for an order or peeling backing paper) to get hands-on experience.
• **Review Resources:** Look through our product catalogs (like Sanmar or AlphaBroder) to see the different types of apparel and items we can customize. Read any training materials or manuals available in the office about our services.
• **Look at Samples:** Spend time looking at the finished samples in the showroom. Feel the different types of embroidery, screen prints, and other decorations. This helps you understand quality and options.
• **Online Learning:** If you have downtime and permission, you can watch short, reputable videos online that explain embroidery, screen printing, DTG, and DTF processes.
• **Learn Shopworks:** Get comfortable using Shopworks to look up customer orders and product details. This is a valuable tool for understanding what we do.

Tips for Success:

• Make learning a continuous process. Even small bits of information add up.
• Connect what you learn in the factory or from resources back to the calls you handle (e.g., "Ah, that's what they meant by stitch count!").
• Your increased knowledge will make you feel more confident in your role.

General Tips for Success Helpful Tips

Here are some additional tips to help you thrive in your role and work effectively with the team.

Tips for Thriving

• **Be Proactive:** Look for tasks to do during slow times (use your main task guide!). Ask Taylar or Nika if they need help. Take initiative to get the weekly lists you need.
• **Ask Questions Thoughtfully:** If you are stuck on a task, try to figure it out first using your guides or notes. If you still need help, ask Taylar or the relevant team member. It's better to ask than to make a mistake or waste a lot of time being stuck.
• **Stay Organized:** Use the tracking systems (Jotform, logbooks) consistently for leads, WOWs, referrals, and calls. This helps you stay on top of your tasks and provides valuable information for reporting.
• **Communicate Clearly:** Let Taylar and Nika know the outcomes of your calls and tasks promptly, especially for sales opportunities or issues. Don't assume they know.
• **Manage Your Time:** Use your prioritized task list to help you decide what to work on next, especially during busy periods.
• **Take Notes:** Write down important instructions, names, phone numbers, or details during calls or when receiving tasks.
• **Be Friendly and Positive:** Your attitude impacts customers and the team. A positive and helpful approach is always appreciated.

Tips for Success:

• Think of yourself as a key support person for the sales team and the company.
• Learning takes time – be patient with yourself!
• Every task you complete helps us grow and succeed together.

Creating and Following Up on WOWs Helpful Tips

Helping create and track "WOWs" is a great way to build strong relationships with customers and show appreciation, which encourages repeat business and referrals.

Creating and Sending WOWs

• Identify Opportunities: Work with Taylar or Nika to identify customers who should receive a WOW (e.g., after a large order, for a special occasion, or just to say thank you).
• Select the Gift: Coordinate with Taylar or Nika to choose an appropriate gift item (like a custom tumbler or patch cap) using marketing funds.
• Prepare the Item: Work with Mikalah or Steve to get the item customized with the customer's logo or other personalization. Make sure you provide the correct logo file!
• Package Neatly: Assemble the gift package, making it look professional and including a personalized thank-you note from Taylar or Nika (or the team).
• Log the WOW: Record the details of the WOW (customer name, item, date sent, tracking number if shipped) in the designated tracking system (Jotform or logbook). This is important for follow-up.
• Send the WOW: Coordinate with Taylar or Nika on the best way to send the gift (shipping, in-person delivery, or customer pickup). Handle shipping as needed and log the tracking number.

Following Up on WOWs

• Track Delivery: For shipped WOWs, use the tracking number to confirm delivery. For others, confirm with Taylar, Nika, or the front staff that the customer received it. Update the tracking system with the delivery date.
• Prepare for Follow-Up Call: Wait 2-3 days after confirmed delivery. Review the WOW details and any notes from Taylar or Nika about the customer.
• Make the Follow-Up Call: Call the customer to ensure they received the gift and see if they liked it.
  • Greeting: "Hi, this is Adriyella from Northwest Custom Apparel. May I speak with [Customer Name]? I'm just calling to make sure you received the special gift we sent you, the [WOW Item], and hope you liked it!"
  • Purpose: "We sent it as a thank you for your business/referral/etc. We hope you enjoy it!"
  • Listen for Feedback: Pay attention to their reaction and comments.
  • Look for Opportunities: If appropriate and the conversation flows, you can gently ask about future needs or mention new products.
  • Closing: Thank them for their time and business.
• Log Follow-Up: Record the date of your follow-up call and any feedback or potential opportunities identified in the tracking system.
• Report to AEs: Share any significant feedback or sales opportunities from your follow-up calls with Taylar or Nika.

Tips for Success:

• Organization is key to tracking WOWs and follow-ups.
• A genuine tone on the follow-up call makes a big difference.
• Coordinate closely with Taylar, Nika, Mikalah, and Steve on creating and sending WOWs.

Creating Referral Packages Helpful Tips

Creating and sending thank-you gifts for referrals is important for showing appreciation and encouraging more valuable word-of-mouth business.

Identifying and Sending Referral Packages

• Identify Referrals: Check with Taylar or Nika weekly (e.g., every Monday) for a list of customers who provided referrals. Proactively ask if no list is given. Review the lead tracking system for referral sources.
• Coordinate Gift Selection: Work with Taylar or Nika to select an appropriate gift (like a custom tumbler, patch cap, or Sanmar item) using marketing funds. The gift should show appreciation for the referral.
• Prepare the Item: Coordinate with Mikalah or Steve to get the item customized with the referring customer's logo or other personalization. Make sure you provide the correct logo file!
• Package Neatly: Assemble the gift package, making it look professional and including a personalized thank-you note that specifically mentions the referral.
• Log the Referral Gift: Record the details (referring customer name, item, date sent, tracking number if shipped) in a referral tracking list or the main tracking system.
• Send the Gift: Coordinate with Taylar or Nika on the best way to send the gift (shipping, in-person delivery, or customer pickup). Handle shipping as needed and log the tracking number.

Following Up on Referral Packages

• Track Delivery: For shipped gifts, use the tracking number to confirm delivery. For others, confirm with Taylar, Nika, or the front staff that the customer received it. Update the tracking system with the delivery date.
• Prepare for Follow-Up Call: Wait 2-3 days after confirmed delivery. Review the referral gift details and the customer's history.
• Make the Follow-Up Call: Call the referring customer to confirm receipt of the gift and thank them again for the referral.
  • Greeting: "Hi, this is Adriyella from Northwest Custom Apparel. May I speak with [Customer Name]? I'm calling to make sure you received the thank-you gift we sent for your referral of [New Customer/Lead Name]."
  • Purpose: "We really appreciate you referring [New Customer/Lead Name] to us! We wanted to make sure you received the [Gift Item] as a token of our gratitude."
  • Listen for Feedback: See if they liked the gift.
  • Look for Opportunities: If appropriate, you can gently ask about future needs or know of anyone else who might need our services.
  • Closing: Thank them again for the referral and their business.
• Log Follow-Up: Record the date of your follow-up call and any feedback or potential opportunities identified in the tracking system.
• Report to AEs: Share any significant feedback or sales opportunities from your follow-up calls with Taylar or Nika.

Tips for Success:

• Be proactive in checking for referrals weekly.
• Ensure the thank-you note specifically mentions the referral – this makes it personal.
• A sincere thank you on the follow-up call reinforces the positive feeling.
• Coordinate closely with the sales team on who provided referrals.

Past Customer Outreach Helpful Tips

Reaching out to customers who ordered last year but not this year is a key task for generating repeat business and showing we value their past support.

Conducting Past Customer Outreach

• Obtain the List: Every Monday, proactively ask Taylar and Nika for the list of customers who ordered last year but not this year. It is your responsibility to get this list weekly.
• Prepare for Calls: Review the list. If possible, quickly look up their last order in Shopworks to refresh your memory. Have your tracking system ready to log call outcomes.
• Make the Calls: Call customers from the list throughout the week. Aim for a consistent number of calls daily (e.g., 5-10), balancing with other tasks. Use the script below.
  • Greeting: “Hi, this is Adriyella from Northwest Custom Apparel. May I speak with [Customer Name]? I’m reaching out to check in since we worked with you last year on your [mention last order if known, 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: Ask about how the last order worked out, if they have upcoming projects, or if they faced any issues last time. You can also invite them to visit the showroom.
  • Closing: Thank them for their time. Mention you'll follow up with an email.
• Handle No Contact: If no answer, log the attempt and try again later. After a few attempts, send a brief email check-in.
• Send Follow-Up Emails: After a successful call, send an email summarizing the chat and including relevant info (like a catalog link). For non-contacts, send a brief email check-in. Log email details.
• Log Outcomes: Record the outcome of each call and email (feedback, sales opportunities, challenges, no contact) in your tracking system.
• Report to Sales Team: Share any identified sales opportunities or significant feedback immediately with Taylar or Nika. Email them a weekly summary of your outreach activities.
• Report in Tuesday Meeting: Include an update on your past customer outreach in the Tuesday staff meeting, focusing on how many customers you reached, any sales opportunities, and key feedback.

Tips for Success:

• Be proactive in getting the list every week.
• Sound friendly and genuine on the call – you're checking in, not just selling.
• Listen carefully for hints about future needs.
• Use Shopworks to get context on their past orders.
• Keep track of your calls and outcomes to report effectively.