Quick reference for all NWCA operational policies and guidelines
Comprehensive office standards including punctuality (Lombardi Time philosophy), customer service protocols, phone policies (3-ring rule), digital communications, and daily operational responsibilities. Essential guide for all team members covering opening/closing procedures, customer interaction standards, and individual role assignments.
FinancialEssential understanding of our two business models and why we maintain different pricing for retail customers vs. wholesale partners. Explains the Condo Care decision and how to protect our 40% jacket margins. Critical for all staff to understand customer pricing strategies.
FinancialCritical strategies for defending our $30 customer-supplied pricing and maintaining profitability. Includes scripts for common scenarios, value-add alternatives to discounting, and the seven dangers that destroy margins. Essential reference for all AEs.
OperationsStep-by-step workflow for producing and assembling customer gift bundles with multiple decoration methods. Covers order intake, department coordination, quality control, and final kitting with photography.
FinancialComprehensive guide to all payment terms including Pay on Pickup, Prepaid, Net terms, and special cases. Essential reference for all customer transactions.
FinancialEssential guide for applying the $50 LTM fee on orders under minimums. Covers fee calculations, waiver eligibility, and customer communication for embroidery, DTG, DTF, and screen print services.
OperationsComprehensive framework for AEs to handle Less-Than-Minimum order inquiries. Includes decision tree for existing vs. new customers, upselling scripts, strategic filtering, and referral procedures.
OperationsStandard operating procedure for notifying customers when orders are ready for pickup. Includes call scripts, Shopworks logging instructions with visual guide, and follow-up protocols.