Join Terry and Aaron this week as they explore the essential aspects of enhancing the customer experience from initial contact to final product delivery. They’ll dive into effective communication strategies that keep customers informed and satisfied, and discuss how to handle complaints to turn negative experiences into positive outcomes. Discover creative ways to enhance your customer service experience by reframing the concept of “the customer is always right” to setting expectations upfront, doing good work, and delivering on time. Tune in for practical insights and tips to elevate customer interactions and build lasting relationships.
Our regular listeners know this, but 2 Regular Guys are all about garment decorating, a bit of fun, and no rants, lectures, or selling. 2 Regular Guys was not created for our employers but rather for our industry. Since February 2013, The 2 Regular Guys have been the first and the most listened-to garment decorating industry podcast on this planet! We are humbled by all of you tuning in each week. We work hard to bring you information that will improve your business and our industry. Take a look at our incredible weekly guest list, and you’ll understand where this industry goes for news, interviews, and the heartbeat of garment decorating. Thanks for listening!
Ready to have clarity and confidence in your business? Attend FUNdamentals Live on October 10-12, 2024 in O’Fallon, MO.
NewsIf you have anything newsworthy you would like us to share, please email details to info@2regularguys.com. Use the subject line “Weekly News.”
Dad JokeTerry: Did you know I was abducted by aliens?
They made me wash my hands, clean my room, and eat my vegetables. Turns out I was on the mothership.
Customer ServiceAaron: This show came about as we were discussing what good customer service really is. This notion of ‘The Customer is Always” right. But we will get to that in a moment. The goal for today is to better define customer service so everyone can determine for them what it means and how to implement good customer service in their business. What is good customer service in your mind, Terry?
Talking point (After Terry’s Definition of Good Customer Service}:
BEFORE THE SALE
Learning to say no. Sometimes the best customer service is to turn down the job.
Why customer service is crucial in the apparel and product decoration industry.
“The customer is always right.” – Erich pointed out the original quote was ‘The customer is always right, in matters of taste. ‘
Importance of clear communication from the start.
Establishing policies and procedures that let the customers know what is in it for them.
AFTER THE SALE
Surprise Upgrades
The importance of doing good work and delivering on time.
Keeping customers informed throughout the order process.
The role of transparency and honesty in building trust. (When something goes wrong)
Customer service isn’t over once the product is shipped/delivered
Customer complaints – Turning a negative experience into a positive outcome.
What is Feedback (FUNdamental #12)
Creative ways to surprise and delight customers.
Personalized Thank-You Notes
Custom Packaging
Customer Spotlight
The Secret SauceWe 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. Remember, the right tip at the right time can be just the secret ingredient you need for success.
https://www.youtube.com/watch?v=txpSauPUPo0OTHER EVENTSAchieve Greater Profit with Fewer Sales – Are you ready to achieve a greater profit with less effort? Join the masterclass designed for dedicated business owners like you.
September 5th, 2024
9 AM Eastern | 8 AM Central
7 AM Mountain | 6 AM Pacific
Join the Masterclass Rising Tide Talks! – Wednesdays at 5 PM Central Time and then available to watch any time.
* Small Business Saturdays – Saturdays at Noon Central Time and then available to watch any time.
* Master of Success Inner Circle – Bi-Weekly Mastermind Groups on top of the industry-leading business training.
* Complete Screen Printing Business Course with Atlas Screen Supply in Chicago August 3-4.
* Complete Screen Printing Business Course with Workhorse Products in Phoenix, AZ, August 24-25.
* Demystifying Next Level Digitizing Online Training from Erich Campbell
* Understanding Emblems Learn from Erich Campbell about digitizing for patches.
* The Take-up with Erich Campbell – Fridays at 2:30 Mountain Time
TRADE SHOWS Graphics Pro Expo Long Beach, CA – June 13-15, 2024
+ How to Master Pricing for Profit. June 15, 2024, 11:00 am – 12:30 pm PT
* Graphics Pro Expo Greater Philadelphia (Oaks), PA – July 10-12, 2024
+ How to Master Pricing for Profit, July 11, 2024, 11:00 am – 12:30 pm ET
* Printing United Expo Las Vegas, NV – September 10-12, 2024
+ Targeted Success: Finding Your Ideal Customer Sep. 10, 2024 | 2:00 pm – 2:45 pm
+ AI Marketing Mastery: Leveraging ChatGPT for Business Growth Sep. 11, 2024 | 1:00 pm – 1:45 pm
* Graphics Pro Expo Indianapolis, IN – October 3-5, 2024
+ How to Master Pricing for Profit. October 5, 2024, 11:00 am – 12:30 pm CT
* Impressions Expo Ft. Worth, TX – October 24-26, 2024
* Graphics Pro Expo Charlotte, NC – November 7-9, 2024
* Impressions Expo Long Beach, CA – January 23-25, 2025
* DAX Kansas City KCI Expo Center, Kansas City, MO – February 21-22, 2025
* DAX Nashville Farm Bureau Expo Center, Lebanon, TN – May 9-10, 2025
* DAX Chicago Schaumburg Convention Center, Schaumburg, IL – May 30-31, 2025
* DAX Twin Cities Hilton Doubletree, Bloomington, MN – August 1-2, 2025
All dates and events are subject to change