Standard Operating Procedures
Scheduled Showroom Visit Process
NWCA Showroom Visit SOP
Why We're Doing This: The Goal & Importance
Our goal is to provide the BEST possible customer experience, build confidence, ensure accuracy, and showcase the quality work of our entire team. This helps us stand out, especially from online-only competitors.
Erik's Experience: Remember my recent printer shopping? The difference between a poor experience (warehouse, unprepared) and a great one (clean showroom, professional staff) directly led to a $30,000 purchase decision! Our Milton showroom gives us that advantage.
Our Starting Goal: Achieve ~5 meaningful customer showroom visits per week through proactive invitation and exceptional experience.
The Hook: We'll use a Free Custom Tumbler (with their logo!) as a special incentive for key customers to come in.
The Process Overview
Our showroom visit process focuses exclusively on scheduled visits initiated by our Account Executives (AEs). This ensures we can properly prepare for each visit and deliver a premium experience.
Detailed Process Steps
Who: Nika / Taylar
Action: Weekly, select target customers. Contact via phone/email, invite to Milton showroom, offer the Free Custom Tumbler hook.
Best Practice: Focus on high-value clients or those with upcoming large orders to maximize ROI.
Accountability: Track targets & contact outcomes (discuss in weekly review).
Who: Nika / Taylar
Action: If customer accepts tumbler offer, assign task to Adriyella with customer details.
Required Info: Customer name, company, contact info, any specific interests to highlight during the visit.
Accountability: Clear task assignment through project management system.
Who: Adriyella
Action: Contact customer for vector logo. Coordinate with Steve (Art) for checks/setup. Coordinate with Brian (Laser) for production.
Timeline: Request logo within 24 hours of assignment. Target completion within 3-5 business days.
Accountability: Track tumbler progress (Requested → Art → Laser → Ready).
Who: Adriyella
Action: Once tumbler is ready, contact customer to schedule visit. Use shared calendar, confirm AE availability. Send confirmation.
Timing: Aim for scheduling within 1-2 weeks of initial contact to maintain momentum.
Accountability: Appointment logged on calendar; track scheduling success.
Who: Adriyella
Action: 24 hours before visit, ensure showroom is pristine. Review customer details with AE. Prepare tumbler and any additional materials.
Checklist: Clean showroom, working displays, customer info, tumbler ready, refreshments, branded materials.
Accountability: Pre-visit checklist completion.
Who: Adriyella / Nika / Taylar
Action: Adriyella greets customer, provides tumbler. Hands off to AE. AE conducts consultation/tour.
Experience: Ensure every visit includes showroom tour, product demonstrations, and personalized consultation based on customer needs.
Accountability: Smooth handoff; quality visit experience.
Who: Nika / Taylar
Action: Within 48 hours of visit, follow up with customer. Send thank-you email, answer any questions, provide requested information.
Documentation: Record visit outcomes, next steps, and potential opportunities in CRM.
Accountability: Timely follow-up; reporting in weekly review.
Who Does What (Summary)
- Nika / Taylar (AEs) Own customer relationships, initial invitations, consultations, and follow-up. Responsible for visit quality and outcomes.
- Adriyella Coordinates tumbler logistics, manages visit scheduling, maintains showroom readiness, greets visitors, and facilitates smooth handoffs to AEs.
- Steve (Art) Handles tumbler artwork setup, ensures logo quality and proper formatting for production.
- Brian (Laser) Produces custom tumblers, maintains quality control, and coordinates with Adriyella on completion timing.
- Erik Oversees program, supports team, tracks goal (~5 visits/week) via calendar & weekly check-in, and removes obstacles to success.
Things to Watch For (Let's Be Proactive!)
- AE Outreach Consistency
- Tumbler Production Delays
- Logo Quality Issues
- Scheduling Conflicts
- AE Availability
- Showroom Readiness
- Follow-up Timing
- Visit Experience Quality
We'll use our Weekly Check-ins to discuss progress and solve any challenges together!
Let's Do This!
This streamlined process will help us create amazing customer experiences, build stronger relationships, and showcase the fantastic work everyone at Northwest Custom Apparel does. By focusing entirely on scheduled visits, we'll deliver more consistent, high-quality experiences that convert to sales.