Would You Fire This Customer? Challenging Customer Reset

We all have customers who make us stop and wonder, “Is this order really worth it?” This week, Terry and Aaron are loading the Wheel of Names with some of the most frustrating, awkward, and all-too-real customer situations print shops deal with. The customer who always claims the counts are wrong. The one who haggles over every price. The customer who signs the art approval and then says they never really looked at it. The late-night caller. The chronic order changer. The customer who is rude to your staff. And yes, the one who needs everything tomorrow, then waits a week to pick it up. Wherever the wheel lands, we’ll talk through the situation and ask the bigger question: Do you fix the process, reset expectations, charge more, set a boundary, or fire the customer? Terry will bring the production perspective, Aaron will look at the business and customer-fit side, and the Regulators joining us live get to weigh in too. Because not every difficult customer needs to be fired, but not every dollar is good revenue either. This episode is about knowing the difference.

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But Online It’s Cheaper
Full situation: Customer constantly tells you that another shop, website, or online seller can do it cheaper.
Why are they still talking to you if price is the only factor?
Are they comparing the exact same product and service?
Local service, communication, artwork help, deadlines, and problem-solving all have value.
Should you ever match an online price?
Sometimes the correct response is to encourage them to take the cheaper option.

The Fake Emergency
Full situation: The customer absolutely has to have the order by a certain date, so the shop rushes it through. Then the customer waits a week to pick it up.
Rush fees should be based on what the deadline does to your operation, not when they pick it up.
Should rush orders require full payment upfront?
How much disruption did the artificial emergency cause?
Do repeat offenders lose access to rush service?
Customers often value deadlines differently when there is no cost attached.

Waiting on Sizes
Full situation: “I’ll call you with sizes, but go ahead and get everything ready.” Then you chase them for days while the production deadline keeps getting closer.
An incomplete order is not a production-ready order.
When does the turnaround clock actually start?
Could an order confirmation clearly state that deadlines begin after all information is received?
Should inventory be reserved before sizes are finalized?
Customers should understand how their delays affect their delivery date.

Best Price Buyer
Full situation: “I never pay full price. What’s the absolute best price you can do?”
If your first price is not your real price, what message does that send?
Some buyers negotiate because they have been trained that everyone has room.
What happens when you simply say, “That is our best price”?
Can you change the scope instead of changing the margin?
Do they want a better price or a better deal?

The Oddball Order
Full situation: One or two customers constantly require a product or production method that does not fit your normal workflow, such as jackets when you otherwise never decorate jackets.
How much disruption does this work create?
Are you carrying supplies, equipment, or knowledge for one account?
Does the margin compensate for the complexity?
Could you outsource this work instead?
Revenue from an unusual job can hide its real operational cost.

We serve up bite-sized tips for our #regulators to instantly spice up their decorated apparel business. Just like the perfect wing sauce, these quick tips can transform your business experience, adding flavor and depth to your operations. Each video in this playlist is a nugget of wisdom, carefully selected for its potential to bring immediate value to your work. So, whether you’re a seasoned pro or just getting started in the decorated apparel industry, dip into our ‘Secret Sauce’ for insights that can help you soar.