Northwest Custom Apparel Employee Training Manual

A Comprehensive Guide to the Decorated Apparel Industry

Foreword: A Message from Leadership

Welcome to the Northwest Custom Apparel family. You are joining a company with a rich history, a dedicated team, and a bright future. This manual is designed to be your comprehensive guide, not just to your role here, but to the entire decorated apparel industry. It is a resource we have created to empower you with the knowledge and confidence you need to excel.

Our journey began in 1977, and over more than four decades, we have navigated significant industry shifts. Our mission is beautifully simple yet profoundly impactful: We are committed to delivering happiness and creating WOW moments for every customer. We achieve this through our REACH values - Respect, Excellence, Accountability, Compassion, and Honesty.

As you begin your journey with us, we want you to embrace a key philosophy: "Progress not Perfection." While we strive for excellence, we recognize that growth comes from learning, trying new things, and making small, consistent improvements every day. We don't expect you to know everything on day one. We do expect you to be curious, to ask questions, and to use this manual as a tool to build your expertise.

Welcome aboard. We are excited to see what we will achieve together.

Sincerely,

Jim Mickelson, Owner
Erik Mickelson, Operations Manager

Part I: The Big Picture

Chapter 1: Our Company & Your Role

Company History

Northwest Custom Apparel has been a leader in the custom apparel industry since 1977. Founded by Jim Mickelson, we've grown from a small family business to a comprehensive decoration and fulfillment center serving clients across the Pacific Northwest and beyond.

Our Mission

We are committed to delivering happiness and creating WOW moments for every customer through exceptional custom apparel solutions.

Our REACH Values

                    Respect: We treat everyone with dignity and consideration
Excellence: We strive for the highest quality in everything we do
Accountability: We own our actions and their outcomes
Compassion: We care about our team and customers
Honesty: We communicate truthfully and transparently

                

Your Role in the Sales Team

As a Sales Coordinator, you are a vital part of the sales engine. Your primary focus is on managing the entire order lifecycle for your accounts, from the initial inquiry to the final delivery. However, it's also important to understand your role in the broader team dynamic. You are a key support system for our senior account executives (like Nika), helping to streamline processes, manage tasks, and ensure a seamless customer experience. By handling orders efficiently, you allow senior staff to focus on strategic growth and relationship building, which is essential for achieving our company-wide sales goals.

Key Team Members & Your Workflow

Understanding how your role interacts with other key team members is crucial for a smooth workflow and a seamless customer experience.

Your Support System: The Office Assistant

First Impressions: The Office Assistant is the friendly, professional voice that answers our main phone line and the welcoming face that greets customers in our showroom. They handle initial inquiries and direct customers to the appropriate person.
Lead Handoff: The Office Assistant will gather basic information from new potential customers and then hand off those qualified leads to you to provide detailed consultation and quotes.
Sample Program Support: The Office Assistant is a key partner in our "WOW" sample marketing program. While you will identify the customers and select the products for sampling, the Office Assistant will support the process by entering the sample orders into our system and conducting the initial follow-up call to confirm the customer received the sample.

Operations Support: Bradley (Bookkeeper)

Bradley wears many hats and is the central hub for all financial processes and the management of several key order types.

Financial Point Person: Bradley manages all accounts payable and receivable. If a customer has a question about an invoice, payment, or their account terms, he is the go-to person.
Specific Order Management: While you will handle the initial sale and order entry for all decoration types, Bradley takes over the direct management, purchasing, and coordination for:
- Screen Print Orders
- DTF Transfer Orders
- Inksoft Webstore Orders
Purchasing & Inventory: Bradley is responsible for purchasing garments (especially from SanMar), managing our inventory, and handling returns.
Operational Oversight: Bradley plays a key role in maintaining our operational standards. He conducts audits of the production team's daily checklists and production logs.

Chapter 2: The Decorated Apparel Industry

Industry Overview

The decorated apparel industry is a multi-billion dollar market that serves businesses, organizations, schools, teams, and individuals who need custom branded clothing and accessories. Understanding the broader industry context helps you appreciate our position and value proposition.

Market Segments

                    Corporate: Business uniforms, promotional items, trade show giveaways
Athletic: Team uniforms, fan gear, tournament apparel
Education: School spirit wear, graduation items, club merchandise
Events: Family reunions, weddings, fundraisers, celebrations
Retail: Fashion brands, boutiques, online stores

                

Our Market Position

We position ourselves as "a little high, but worth it." We are not the cheapest option, and we don't want to be. We are the best value, providing superior quality, service, and peace of mind. Our customers choose us because they trust us to get it right.

Industry Trends

Increasing demand for on-demand and small batch production
Growing interest in sustainable and eco-friendly options
Rise of direct-to-consumer brands requiring fulfillment partners
Technology integration improving design and ordering processes
Personalization and customization becoming standard expectations

Chapter 3: How We Work Together: Insights from the Team

This chapter moves beyond formal policies to give you a real-world look into our company culture. The following insights are taken directly from our team meetings and highlight the principles that guide our day-to-day operations.

The Power of a Checklist

We believe in systems and preparedness. Like doctors and pilots, we use checklists to ensure quality, consistency, and efficiency. This isn't just a theory; it's a practice that has saved us time and prevented problems.

Real-World Example:

In a recent meeting, we discussed an incident where our server went down. Because we had an up-to-date emergency vendor contact checklist, we were able to get the right person on the phone immediately. The server was back up and running within two hours, a testament to the value of being organized and prepared. You will find that checklists are a crucial part of our workflow, from quality control to vacation requests.

Living Our Values in Action

Our REACH values (Respect, Excellence, Accountability, Compassion, Honesty) are not just words on a wall; they are the guideposts for our actions. We celebrate team members who embody these principles.

Accountability in Practice:

Taylar was recently commended for her handling of an artwork mistake. She admitted the error, took immediate action to reprint the shirts, and ensured the customer was completely satisfied. This is a perfect example of accountability—owning the outcome and prioritizing the customer relationship.

Teamwork and Compassion:

We frequently tackle challenges collaboratively. When issues arise, we bring together team members from sales, art, and production to find the best solution. This approach highlights the importance of teamwork and compassion in supporting each other to achieve the best result for the customer.

Driving Growth Through Innovation

We encourage a culture of continuous improvement and are always looking for better ways to serve our customers.

Embracing New Technology: Our art director, Steve, actively explores using AI to enhance the creative process, blending technology with manual design to create unique and innovative artwork for our clients.
Expanding Our Offerings: We are constantly evaluating new products, like unique decal materials that don't require heat application, to expand our product line and provide more solutions for our customers.

Embracing Growth and Accountability

Personal and professional growth is a core part of our culture. We believe in pushing past comfort zones to improve. This requires a high level of trust and a self-managing culture where every team member is accountable and takes ownership of their work without needing to be micromanaged.

Part II: The Core Process - An Order's Journey

Chapter 4: From First Call to Final Invoice

This is the roadmap for every order that comes through our doors. As a Sales Coordinator, you are the primary guide for the customer through this entire journey. Understanding these steps is critical to setting correct expectations and ensuring a smooth process.

Step 1: The Initial Inquiry & Discovery

Your first interaction is about listening and gathering information. Your goal is to fully understand the customer's needs before you recommend a single product.

Key Questions to Ask:

"What is the project or event you're working on?"
"What is your desired in-hands date?" (This is the most important question! All timelines work backward from this date.)
"Roughly how many pieces are you looking for?" (This helps determine the best decoration method.)
"Do you have artwork, or will you need our help creating it?"
"What's your approximate budget per item?"
"Have you ordered custom apparel before? What did you like or dislike about the experience?"

Step 2: Education & Quoting

Based on their answers, you become the consultant.

Guide them to the right decoration method (See Part III).
Provide a clear, all-inclusive quote from Shopworks. Verbally walk the customer through the quote, explaining all charges (garments, decoration, one-time setup fees, potential art fees) so there are no surprises.

Step 3: Order Entry & Deposit

Once the quote is approved:

Convert the quote to a Sales Order in Shopworks.

                    Credit Policy in Action:
                    New Customers: A 50% deposit is required before any artwork begins. Confirm this payment has been received.
Established Customers: May have Net 10 terms. Verify their account status in Shopworks.

                

Step 4: The Artwork Process

This is a crucial handoff to our creative team.

Submit a detailed art request using the proper form. The more information you provide (desired colors, placement, examples), the faster and more accurate the process will be.
The artist creates a digital proof for the customer.
You must receive written (email) approval of this proof. A verbal "looks good" is not sufficient. File this approval email in the customer's folder.

Step 5: Production

Once art is approved, the order moves to the factory floor.

The Production Manager schedules the job based on the due date and decoration type.
You can monitor the status in Shopworks. Proactive communication is key. If you see a potential delay, let the customer know before they have to ask.

Step 6: Completion & Delivery

The final step in creating a WOW moment.

The order is decorated, trimmed, steamed, folded, and boxed by our production team.
Accounting sends the final invoice for the remaining balance.
You coordinate with the customer for pickup or shipping, ensuring they know when and how to get their order.

Chapter 5: The Foundation of Every Order: The Order Form

Before an order is entered into Shopworks, all the critical details must be captured during your consultation with the customer. The Order Form is your primary tool for this. It's the foundation of a successful order, and filling it out completely and accurately is a key responsibility.

Breaking Down the Order Form

Each field on the form is essential for a smooth workflow. Here's what you need to capture:

Customer Information:

Get the full company name, the name of the buyer, a phone number, and an email address.

Dates:

Record the "Date In" (when the order is placed) and, most importantly, the "Date Due" (the customer's in-hands date).

PO#:

Ask the customer if they have a Purchase Order number they would like to use for their reference.

Decoration Type:

Check the correct box for Embroidery, DTG Printing, or Screenprinting. This is a critical first step.

The Grid:

Style #, Color, Product Description: Be specific. Use the exact style numbers and color names from our suppliers.
Size Breakdown: Accurately record the quantity for each size.
Pricing: Note the per-piece price and the total for each line item.

Important Note on Sizing:

The form reminds us that additional charges apply to tall sizes and sizes 2XL and above. You must remember to include these upcharges in your quote to ensure the final invoice is accurate.

Shipping:

Check the correct box for the shipping method and ensure the "Ship to" address is complete and accurate.

Design # and Logo Placement:

Record the design number for the artwork and be specific about where the logo(s) will be placed on the garment.

A perfectly completed Order Form is the first step to a happy customer and a smooth production process.

Chapter 6: The Art of the Work Order: A Shopworks Checklist

The work order is the single most important document in our entire process. It's the blueprint that every other department follows. An accurate work order leads to a happy customer; an inaccurate one leads to problems. This chapter provides the detailed checklist for getting it right every time.

Strategic Qualifying Questions

Before you even open Shopworks, asking a few strategic questions can help you understand the customer's potential and tailor your service.

"Where was your last embroidery/printing company falling short?" This question is gold. It tells you the customer's pain points and shows you exactly how we can provide a better experience.
"What are your typical order quantities and frequency?" This helps you identify if you're dealing with a potential "Key Account" or an "Occasional" one, allowing you to apply the right strategies from the start.

The Shopworks Order Entry Checklist

Follow these steps for every order to ensure 100% accuracy.

Contact Information:

Verify that all customer profile information in Shopworks is correct: Phone, Email, Address, Shipping Method, and Terms.

Order Type:

Select the correct order type. Crucially, do not combine different embellishment types on one order. A cap order and a t-shirt order must be two separate work orders. Similarly, orders with different logos must be written as separate orders.

Due Dates:

Be clear and upfront with the customer. Our standard turnaround is two weeks from final approval of the artwork. If a customer has a "drop-dead" date for an event, this must be clearly noted, and you must confirm it with production.

Notes on Order:

Use the main notes section to document every interaction. Always time and name stamp your notes so anyone can understand the history of the order at a glance.

Line Items:

Pull parts from our parts database; do not free-type them.
Use the exact garment color names from the supplier.
Ensure quantities, pricing, and setup fees are all entered correctly.
Always click "UPDATE totals" to ensure the final price is correct.

Shipping Tab:

You must update the shipping tab with the correct method (Customer Pickup, FedEx Ground, etc.). An empty shipping tab will delay the order.

Notes Tab:

Use the specific notes tabs to communicate with other departments (e.g., "Notes to production" for special thread colors, "Notes to accounting" for payment details).

Frequently Used Part Numbers: Your Cheat Sheet

As you create orders, you'll use a set of standard part numbers for our services. Here are the most common ones:

                    DECG (Direct Embroider Garments): The standard part number for most embroidery jobs on flat garments like polos, jackets, and sweatshirts.
AL (Additional Logo): Use this when adding a second or third logo to a single garment.
DECC (Direct Embroider Customer Caps): The specific part number for all cap embroidery jobs.
Monogram: Use this for adding individual names to garments.
DD (Setup Digitizing & Programming): The one-time fee for converting a new logo into an embroidery file.
RIP (RIP File for DTG Printer): The one-time fee for preparing a new art file for DTG printing.

                

Policy on "On Hold" Orders

If you are waiting for a customer's approval and have an order "on hold," you must follow up diligently. If you do not get a response after 14 days, the order should be removed from Shopworks. If we have already purchased the garments for an order on hold, they must be returned to the vendor immediately to avoid charges.

Chapter 7: A Look Inside the Factory

As a Sales Coordinator, you are the critical link between the customer and our production team. While you don't need to operate the machinery, understanding the daily workflow of our machine operators will make you more effective in your role. The work order you create is the blueprint they follow for every single job.

The Operator's Daily Checklist

An embroidery machine operator's day is highly structured and begins well before the first stitch is sewn. Their daily checklist includes:

Machine Maintenance: Ensuring the machine is clean and ready.
Reviewing Work Orders: Understanding the designs, thread colors, and quantities for the day.
Loading Designs: Pulling the correct design files from the server based on your work order.
Machine Setup: Threading the machine with the correct colors and hooping the garments.

This setup process is important context. It helps explain why a "quick, one-off job" can't simply be thrown on a machine; there is a methodical preparation process for every order.

The Critical "Test Run"

A key part of our commitment to Excellence happens before your customer's garments are ever touched. For every new job, the operator performs a test run on a scrap piece of material. This allows them to ensure the design is sewing correctly and the thread tensions are perfect.

This is a powerful selling point you can share with customers. It demonstrates our commitment to quality control and ensures we catch any potential issues before they become a problem on the final product.

The Importance of Your Work Order

The operator relies completely on the accuracy of the work order you create. Every field is critical:

Thread Colors: They will load the machine with the exact thread colors you specify.
Design Files: They will load the design number you list. An incorrect number means the wrong logo gets sewn.
Quantities: The final count for the order is based on your entry.

Closing the Loop: The Production Log

At the end of each day, one of the operator's final tasks is to update their production log in Shopworks. This is how orders are marked as "Produced." This is not an optional step; it is a required part of their daily workflow. You can be confident that the production status you see in Shopworks is accurate and up-to-date, allowing you to give reliable information to your customers.

Chapter 8: The Final Steps: Shipping and Receiving

The Shipping and Receiving department is the heart of our factory and the guardian of order accuracy. It's essential to remember this philosophy: "When UPS drops off a load of boxes, they are not cartons of shirts. They are boxes of money." Every garment represents a financial commitment, and the receiving clerk's number one job is to prevent financial disaster by ensuring accuracy.

Receiving: The First Line of Quality Control

The mandatory expectation is that any shirts arriving today must be counted today. The process is methodical:

The clerk checks the contents of the box against the vendor's packing slip.
The packing slip is then checked against our purchase order in Shopworks.
If everything matches, the order is marked as "Received," a box label is printed, and the box is staged for production.

Handling Partial Shipments

This is a common occurrence and a key process to understand.

When an order arrives incomplete, it is marked as "Partial" in Shopworks, with notes on what is missing.

A box label is printed, and the clerk writes a large "P" on the label with a black marker.

The box is then staged in a separate partial inventory area.

When the remaining items arrive, they are added to the original box, the order is marked as complete in the system, and a new label is printed to cover the old one. The complete order is then moved to the main production staging area.

Shipping: The Final Handoff

Once an order is produced and boxed, it moves to shipping. The clerk's responsibilities include:

Processing Shipments: Preparing packages for our carriers (FedEx, UPS, USPS).
Updating Shopworks: At the end of each day, the clerk performs an "Import via ODBC." This critical step syncs all the tracking numbers from our carriers into Shopworks. This is why you can confidently provide customers with accurate tracking information.
Managing Customer Pickups (CPU): The clerk organizes the CPU shelf and calls customers to notify them that their order is ready.

Insider Knowledge: Work Order Color Coding

When you're in the factory, you'll notice our work orders are color-coded. This simple system helps everyone understand the workflow at a glance:

                    White: Standard Cap, Embroidery, or DTG orders.
Yellow: Screen Print orders.
Blue: Inksoft (webstore) orders.
Pink: Subcontract orders managed by Ruthie.

                

Part III: Decoration Deep Dive

Chapter 9: Embroidery - The Gold Standard

Your product knowledge is your superpower. Here's what you need to know to guide customers effectively.

Embroidery uses thread to stitch a design directly into fabric. It's our heritage and offers a premium, professional look that lasts the lifetime of the garment.

Best For:

Polos, jackets, hats, and bags. Perfect for corporate logos and anything requiring a high-end, durable finish.

What You Need to Know:

                    Pricing: Based on stitch count, not the number of colors. An 8,000-stitch logo takes about 5-6 minutes on the machine. A 20,000-stitch jacket back logo takes much longer, hence the higher cost. This is a great educational point for customers.
Limitations: We can't achieve perfect photographic detail or smooth color gradients. Small text under 0.25" tall becomes illegible. Think of it this way: "If you can draw it with a Sharpie, we can probably embroider it."
Color Matching: We cannot match exact PMS colors with thread. Thread is a physical material with its own texture and sheen. We select the closest possible thread color from our extensive Robinson Anton thread chart.
Caps: Cap embroidery is a special skill. Designs are limited to about 2" tall on the front due to the machine's constraints. Fine detail and small lettering are very difficult to achieve on the curved, structured surface of a cap. Manage customer expectations upfront.

                

Chapter 10: DTG & DTF - The Digital Powerhouses

Direct-to-Garment (DTG)

Direct-to-Garment (DTG) is like a high-end inkjet printer for fabric. It uses water-based inks to print complex, multi-color designs directly onto the garment.

Best For:

T-shirts, hoodies, and other cotton garments. Ideal for photos, artistic designs with many colors, and small quantity orders.

What You Need to Know:

Fabric: Works best on 100% cotton. Blends (like 50/50) can work, but the print may be less vibrant. We do not print on 100% polyester with DTG. Gildan brand shirts do not print well.
No Setup Fees: Unlike screen printing, there are no per-color setup fees, making it economical for small runs.
Dark Garments: Printing on dark shirts requires a white ink underbase to be printed first. This is like priming a wall before painting. It uses more ink and takes more time, which is why dark garments are more expensive to print than light ones.

Our Commitment to Sustainability: The Kornit Advantage

A key selling point and a source of pride for us is our use of Kornit brand DTG printers. This isn't just about the quality of the print; it's about our commitment to environmental safety.

                    Eco-Friendly Inks: The water-based inks we use are free of heavy metals, formaldehyde, and other harmful chemicals.
Certified Safe: Our inks meet the Oeko-Tex Standard 100, which is the industry's international standard for children's apparel. This is a powerful point to share with schools, daycares, and families.
Biodegradable: The inks are also GOTS certified, meaning they are biodegradable and consumer-healthy, making them the perfect choice for printing on organic fabrics.

                

This is a significant advantage over many competitors and a strong "WOW" factor for customers who value sustainability and safety.

From Your Order to a Finished Shirt: The DTG Process

Understanding the journey of a DTG order after you've handed it off can help you set clear customer expectations. The process is a blend of careful preparation and quality control:

Daily Printer Checks: Before any jobs are run, our operators perform a "Full Turn On" sequence for our Kornit printers, which includes a Nozzle Test. This ensures all print heads are firing perfectly, guaranteeing a clean, crisp print.
The "First Sample" Approval: A key quality control step happens before the full order is run. The DTG operator prints the first shirt and takes it to our artist, Steve, for a final, expert approval. This ensures the colors and details of the physical print match the digital proof the customer approved.
Curing for Durability: After a shirt is printed, the water-based ink is permanently set in our conveyor dryer for an average of 4 minutes at 350°F. Our operators perform wash and chafe tests to ensure the ink is properly cured, which is what makes the print durable and able to withstand washing. This is especially important for prints with white ink (on dark garments), which require more drying time.

Direct-to-Film (DTF)

Direct-to-Film (DTF) is our newest technology. We print onto a special film, which is then heat-applied to the garment.

Best For:

Polyester and performance fabrics, mixed fabric orders (e.g., the same design on cotton tees and poly jerseys), and hard-to-print items like bags.

What You Need to Know:

Versatility: This is the go-to method for athletic wear and non-cotton materials.
Feel: The print has a soft, flexible feel but sits on top of the fabric, unlike DTG which soaks into the cotton fibers.

Chapter 11: Screen Printing - The Volume Champion

Screen printing is the traditional method for decorating apparel in larger quantities, pushing ink through stencils (screens) onto the garment.

Best For:

Large orders (most economical for 48+ pieces), bold graphics with 1-6 solid colors, and athletic wear.

What You Need to Know:

                    Pricing: Pricing is driven by quantity and the number of colors. Each color requires a separate screen, which has a setup fee of around $30 per color. This setup cost is spread across the number of shirts, which is why it's not cost-effective for small runs.
Minimums: Due to the setup involved, we have minimum order quantities, typically starting at 24-48 pieces depending on the design.
Color Matching: This is the best method for matching exact Pantone (PMS) brand colors.
Durability: Screen prints are extremely durable and will often outlast the garment itself.

                

Chapter 12: Emblems & Patches: The Order Process

Emblems (or patches) are a classic way to brand apparel, offering a traditional, durable look. They are manufactured offshore through our trusted partner, Yung Ming, and have a unique ordering process.

Best For:

Large quantity orders (minimum 200 pieces).

Timeline:

Due to overseas production, the average delivery time is 4 weeks. It is critical to set this expectation with the customer upfront.

The Emblem Order Form: Your Checklist for Accuracy

To place an emblem order, you will use the specific Emblem Form. This is your blueprint for getting all the critical details from the customer.

Artwork: The customer must provide the artwork, which you will paste directly onto the form.
Size: You must get the exact Width and Height of the emblem.
Coverage: This is a key detail. You need to ask the customer if they want:
- 100% Coverage: The entire surface of the emblem is covered in thread, creating a solid, textured look.
- 50% Coverage: The logo is stitched onto a colored twill fabric background, which remains visible.
Backing: This determines how the emblem will be applied. The options are:
- Plastic Backing: A stiff backing for a sturdy, sew-on patch.
- Heat Seal: An iron-on backing for easy application.
- No Backing: For a more flexible patch that will be sewn on.
Border: This defines the edge of the emblem. The options are:
- Merrowed Border: A classic, thick, wrapped border for standard shapes like circles and squares. You must specify the border color.
- Lazer Cut: For custom, irregular shapes where a merrowed border is not possible.
Colors: You need to specify the Fabric Color (for 50% coverage), the Border Color (for merrowed borders), and all the Thread Colors for the design itself.

Once the form is complete and the artwork is attached, it is emailed to our partner, Yung Ming, to begin the production process.

Chapter 13: Our Core Products: What We Sell the Most

Knowing which products are popular with our customers is a huge advantage. This chapter provides a data-driven look at our best-selling brands and styles from our top supplier, SanMar. Recommending these proven winners to new customers is a great way to ensure they'll be happy with their choice.

Our Top Brands

                    Carhartt: The top choice for durable, high-quality workwear. Known for its rugged jackets, vests, and sweatshirts.
Port Authority: Our go-to for professional and corporate apparel. Excellent for polos, wovens, and outerwear.
Port & Company: Our value leader. Perfect for events, fun runs, and budget-conscious clients who need a great-looking t-shirt or hoodie.
Sport-Tek: The leader in athletic and performance apparel. Ideal for teamwear, with moisture-wicking fabrics and modern styles.
Nike: A premium retail brand that offers high-performance polos and outerwear for corporate clients who want a recognizable, high-end look.

                

Our Top Product Categories

Sweatshirt & Fleece: Consistently our top category. Hoodies and crewnecks are always in demand.
Outerwear: From rugged work jackets to soft shells, this is a major part of our business.
T-Shirts: The foundation of our industry. A core product for nearly every customer type.
Polos: Essential for corporate uniforms, events, and a professional look.

High-Volume Staples vs. High-Revenue Items

It's important to understand the difference between our top sellers by revenue and our top sellers by unit quantity. High-revenue items, like Carhartt jackets, are expensive and contribute significantly to our sales dollars. High-volume items, like the Port & Company PC54 tee, are our "bread-and-butter" staples. We sell thousands of them, and they are the engine of our factory.

Our "Go-To" Best-Selling Styles

This is your cheat sheet of proven winners. These specific styles are our most popular and are a great starting point for any customer recommendation.

                    PC54: Port & Company Core Cotton Tee (Our #1 high-volume item)
C112: Port Authority Snapback Trucker Cap (Our #2 high-volume item)
PC90H / PC78H: Port & Company Core Fleece Pullover Hoodies (Our #3 & #4 high-volume items)
CT100617: Carhartt Paxton Heavyweight Hooded Zip Mock Sweatshirt
CTK121: Carhartt Midweight Hooded Sweatshirt
NKDC1963: Nike Dri-FIT Micro Pique 2.0 Polo
CT102286: Carhartt Gilliam Vest

                

Chapter 14: Our Artwork Style: A Visual Guide

Understanding the type of artwork we excel at is key to selling with confidence. Our strength lies in creating high-quality, professional, and often highly illustrative designs for businesses.

Our Primary Customer Base: Corporate and Industrial

While we serve a wide range of clients, our portfolio is strongest in the following areas:

Construction, Trucking & Industrial Trades: This is our bread and butter. We create bold, rugged designs that often feature detailed illustrations of our clients' equipment, like excavators and dump trucks. We are also experts in designing for high-visibility safety apparel.
Corporate & Professional Services: We produce clean, crisp logos, primarily for embroidery, that reinforce a professional brand identity.
Automotive Dealerships: We take established brand logos and create exciting, full-color, illustrative designs that feature their vehicles.
Schools & Organizations: We create designs that build pride and identity by combining logos, mascots, and other relevant imagery.

Familiarize yourself with our sales art book to see real-world examples of the excellent work our art department produces.

Part IV: The Art Department Workflow

Chapter 15: Artwork - The Foundation of a Great Product

Artwork Requirements:

Good embroidery and printing begin with good artwork.

Vector is Best: Vector files (.AI, .EPS, .PDF) are preferred as they can be resized without losing quality.
Raster Files: High-resolution raster files (.JPG, .PNG) are acceptable if they are 300 DPI (dots per inch) at the desired print size. Artwork pulled from a website is almost never high enough quality.

The Pre-Flight Check:

Before committing to a customer, the art department must pre-flight the artwork. If our artist flags an issue (low resolution, too much detail for embroidery), you must communicate this to the customer. Explain that cleaning up or vectorizing poor artwork will incur art charges.

The Custom Artwork Process and Billing

When a customer needs new artwork created or requires significant changes to an existing logo, we offer our professional design services. It's crucial to set clear expectations about this process and its associated costs.

                    Billing Rate: Our standard rate for custom artwork is $75.00 per hour.
Time Tracking: Our artist meticulously tracks the time spent on each design project, from the initial concept to the final revisions.

Your Role in the Process:

When creating the order in Shopworks, add a line item for "Artwork."
Fill out the official Art Form with all the customer's details and design requests. This form is the blueprint for the artist.
The artist will create the design and provide you with a proof to send to the customer.
You will manage the revision process, relaying customer feedback to the artist.
Once the artwork is final and approved by the customer, the artist will provide you with the total time spent on the project.
You are responsible for updating the "Artwork" line item on the final invoice to reflect the correct, billable time.

Chapter 16: The Art Form: Your Blueprint for a Perfect Design

The Art Form is your primary communication tool with the art department. A complete and accurate form is the first step in the "3 Touch Print Play" and is essential for preventing errors and creating a "WOW" moment for the customer. Think of it as the blueprint for a perfect design.

Breaking Down the Art Form: The "Must-Have" Information

Every field on the Art Form is important, but these are the non-negotiable details you must capture from every customer for every new art request.

Decoration Type: Is this for Digital Print (DTG/DTF) or Screen Print? This is the first and most important piece of information, as it determines the entire production path.
Design #: Every new design gets a unique number. This is critical for tracking the art through the approval process and for any future reorders.
Date Due: This is the date the artwork is needed by, not the final order due date. This helps the art department prioritize their workload.
Customer & Contact Info: Ensure this is 100% accurate. An incorrect email address can delay the entire approval process.
Design Location: Be specific. "Left Chest" or "Full Front" is a good start, but use the "Special Instructions" to add more detail if needed (e.g., "2 inches below the collar").
Shirt Style & Colors: The artist needs to know the exact garment and colors the design will be printed on to create an accurate proof.
Thread/Ink Colors: Be as specific as possible. For screen printing, provide PMS colors if the customer has them. For embroidery, reference our thread color chart.
Sketch or Attach Artwork: Always get a visual reference from the customer, even if it's a rough sketch on a napkin. Attach any logos or inspiration files they provide. This visual guide is invaluable for the artist.

A perfectly completed Art Form is your responsibility and the best way to ensure the artist can bring your customer's vision to life quickly and accurately.

Chapter 17: The 3 Touch Print Play

This process ensures every print order is reviewed by three different people before it's produced, minimizing errors.

Touch 1: The Sales Coordinator (You)

You enter the complete and accurate print order into Shopworks.
You change the order's "Sales Status" to ART REVIEW. This acts as a digital "inbox" for the artist.

Touch 2: The Artist (Steve)

Steve searches for all orders under "ART REVIEW."
He verifies all details: artwork quality, print location, colors, and notes.
He creates the digital proof for the customer.
Once the customer provides written approval, Steve changes the status to ART READY STEVE and releases the design to production.

Touch 3: The DTG Operator (Brian/Joe)

The operator opens the order in their production queue.
They verify that the status is "ART READY STEVE" and that all other details match the work order.
They bring the first printed shirt off the line to Steve for a final physical approval before running the full job.

This system ensures that if a step is skipped, the person responsible is held accountable.

Part V: Key Policies & Procedures

Chapter 18: Critical Sales & Service Policies

Rush Orders:

Our standard turnaround is 10 business days. Any order needed in less than 10 days is a RUSH.

Approval: ALL rush orders must be approved by the Production Manager (Ruthie) before you promise a date to the customer.
Charges: Orders needed in less than 5 days are subject to a 25% rush charge. This can only be waived by Jim or Erik.

Customer Supplied Garments:

We strongly prefer to supply the garments to ensure quality and mitigate risk.

Policy: We generally do not accept customer-supplied garments for DTG or screen printing. For embroidery, there is a 12-piece minimum.
Waiver: If an exception is made, the customer must sign a waiver acknowledging that we are not responsible for damage during production. Machine malfunctions can happen, and we cannot replace items we don't supply.

Sample Policy:

Samples are a great sales tool but must be managed.

Showroom Checkout:

Customers can check out up to 3 samples from the showroom without charge. More than 3 requires a credit card on file, and the samples must be returned within 7 days.

Purchased & Shipped Samples:

To ensure you are happy with a product before a large order, you can purchase samples.

Process: We will create an invoice for the samples (priced at 10% off our 1st column price) and send you a payment link. Once paid, we will have the samples shipped directly to you.
Using Samples in Your Final Order: If you decide to use the purchased samples in your final order, simply return them to us. We will issue a full refund for the sample cost, and the items will be included in your final order at the quantity discount price.
Returning Samples You Don't Like: If you decide not to use the samples, please return them within seven business days. Please note that our vendors charge us a restocking fee. Therefore, we will credit your card back for 80% of the original invoice, accounting for a 20% restocking fee.

"Laundry List" Orders:

Orders with excessive complexity (10+ different styles, multiple vendors, different logo sizes/placements) are difficult and time-consuming for every department. These orders are subject to a 25% surcharge per item.

Chapter 19: Conflict Resolution & De-escalation: Turning Tension into Trust

Your Superpower: Transforming Frustration into Loyalty

Every difficult conversation is an opportunity to create a customer for life. Master these skills, and you'll turn your toughest moments into your greatest triumphs.

The Psychology of Upset Customers

Before we dive into techniques, let's understand what's really happening when a customer is upset:

The Emotional Iceberg

What You See: Anger, frustration, raised voice

What's Underneath:

Fear ("Will this affect my job/event?")
Disappointment ("I trusted you with something important")
Feeling unheard ("Nobody understands my situation")
Loss of control ("I can't fix this myself")
Time pressure ("My deadline is approaching")

The PEACE Framework for De-escalation

P.E.A.C.E. - Your Path Through Any Storm

P - Pause & Present

Take a deep breath before responding
Lower your voice tone
Slow your speech pace
Say: "I can hear this is really important to you. Let me make sure I understand completely."

E - Empathize & Echo

Reflect their emotion: "I can absolutely understand why you'd be frustrated..."
Echo their concern: "So if I'm hearing correctly, you're worried about..."
Validate their feelings: "That would worry me too if I were in your shoes."

A - Apologize & Accept

Take ownership (even if it's not your fault): "I'm sorry you've had this experience."
Accept responsibility for the solution: "Let me personally handle this for you."
Avoid blame: Never say "But you should have..." or "The problem is..."

C - Collaborate & Create

Partner with them: "Let's work together to find the best solution."
Offer options: "I see three ways we could handle this..."
Get their input: "What would work best for your timeline?"

E - Execute & Exceed

Do what you promised, faster than promised
Add something extra: Rush shipping, discount, future credit
Follow up proactively: "I wanted to check that everything arrived perfectly..."

Magic Phrases That Defuse Tension

Opening Statements (When They're Already Heated)

"I can hear how important this is to you, and I want to help make this right."
"Thank you for bringing this to my attention. Let me dig into this immediately."
"I completely understand your frustration. If this happened to me, I'd feel the same way."
"You're absolutely right to be concerned about this. Let's fix it together."

Buying Time (When You Need to Research)

"This is important enough that I want to get you the complete answer. Can I research this and call you back within the hour?"
"I want to make sure I give you accurate information. Let me check with our production team and get right back to you."
"You deserve a complete solution, not a quick guess. Give me 30 minutes to put together the best options for you."

Redirecting Anger

"I can see we've really let you down here. Help me understand what the ideal outcome would look like for you."
"You're right - this isn't the experience you should have had. What can we do to earn back your trust?"
"I hear your frustration, and it's completely justified. Now let's channel that energy into getting you exactly what you need."

Scenario Training: Real Situations, Real Solutions

Scenario 1: The Event Crisis

Customer: "My event is TOMORROW and you're telling me the shirts aren't ready?! This is a disaster! I'm going to lose my job!"

Your Response:

Immediate: "Oh my goodness, I completely understand why you're panicked. An event tomorrow without your shirts is absolutely unacceptable. Let me drop everything and figure this out right now."

Investigation: "While I pull up your order, can you tell me the absolute latest you could receive these tomorrow? And is the entire order critical, or are there key items we need to prioritize?"

Solution Options:

Partial delivery of completed items by courier today
Overnight remaining items for morning delivery
Blank replacement shirts with rush vinyl/transfers
Loan of similar items from stock while we complete order

Recovery: "I'm also going to include a 30% credit on this order for the stress we've caused, and I'll personally oversee your next order to ensure this never happens again."

Scenario 2: The Quality Complaint

Customer: "These embroidered polos look nothing like the sample! The logo is crooked, the colors are wrong, and they look cheap! We can't give these to our executives!"

Your Response:

Immediate: "I am so sorry. Executive polos that don't meet quality standards are absolutely unacceptable. You trusted us with your company's image, and it sounds like we've failed you."

Investigation: "Can you send me a photo right now so I can see exactly what you're seeing? And do you have your approved proof handy so we can compare?"

Solution Options:

Complete redo at no charge with rush production
Bring in our master embroiderer to fix the existing items
Upgrade to higher-end polos at no additional cost
Refund and redo with competitor price match

Recovery: "I'm going to personally quality-check every single piece before it ships. And I'm adding a 50% discount on your next order because this should never have happened."

Scenario 3: The Pricing Dispute

Customer: "This invoice is DOUBLE what you quoted me! This is fraud! I'm reporting you to the Better Business Bureau!"

Your Response:

Immediate: "A billing discrepancy of that magnitude is extremely serious, and I understand why you're upset. Let me pull both your quote and invoice immediately so we can figure out what happened."

Investigation: "I have your original quote #[X] here showing $[amount]. Can you confirm that's the quote you're referencing? Now let me compare this line by line with your invoice."

Common Resolutions:

Additional items were added after quote (show email trail)
Quote was for different quantities/specifications
Setup fees or rush charges weren't in original quote
Genuine error in invoicing (immediate correction)

Recovery: "Regardless of how this happened, the confusion and frustration are our responsibility. I'm going to honor the original quote price, and I'm documenting this entire conversation so there's no confusion on future orders."

Advanced De-escalation Techniques

The Verbal Aikido Method

Like the martial art, use their energy to redirect rather than oppose:

They say: "Your company is incompetent!"
You redirect: "It sounds like we've really failed to meet your standards. What would competent service look like to you?"

The Broken Record Technique

For customers who won't let you help:

Calmly repeat: "I want to help you. What can I do right now to make this better?"
Stay consistent: Don't get pulled into arguments about fault
Focus forward: Always bring it back to the solution

The Strategic Pause

When they're venting:

Let them finish completely (count to 3 after they stop)
Take a breath before responding
Start with: "I want to make sure I heard everything..."

When to Escalate

Bring in Your Manager When:

Customer demands to speak to a supervisor
Threats of legal action are made
Refund exceeds your authority limit ($500)
Customer becomes personally abusive or threatening
You've tried 3 solution options without success
The issue involves multiple failed orders

How to Escalate Gracefully:

"This situation is important enough that I want to bring in someone with more authority to ensure we get you the best possible resolution. Let me get [Manager Name] on the line - they'll be able to offer options beyond what I can provide."

The Recovery Toolbox

Immediate Fixes

Rush redo at no charge
Overnight shipping upgrade
Partial delivery today
Loan from stock

Financial Recovery

10-30% current order discount
50% next order credit
Free setup on next job
Account credit for future use

Relationship Repair

Personal quality guarantee
Direct cell number access
Priority production status
Dedicated account management

Above & Beyond

Hand delivery by management
Complimentary samples for next project
Feature in our newsletter (positive spin)
Invitation to facility tour/lunch

After the Storm: Converting Crisis to Opportunity

The 24-Hour Follow-Up Rule

After resolving any significant issue:

Same Day: Email confirmation of resolution and next steps
Next Day: Phone call to ensure satisfaction
One Week: Check-in email with special offer
One Month: Personal note with account review

From Disaster to Devoted Customer: A True Story

A construction company's safety vest order was completely wrong - wrong color, wrong imprint, wrong quantity - day before their safety audit. Our coordinator:

Drove to our supplier's warehouse personally
Hand-picked correct vests from stock
Arranged emergency printing that night
Delivered herself at 6 AM to the job site

Result: That customer has placed over $200,000 in orders since and refers us constantly. Their Google review? "They turned our disaster into a miracle. Customer for life!"

Your Personal Development Plan

This Week's Practice:

Role-play one scenario daily with a colleague
Record yourself handling a difficult call (with permission)
Journal about one challenging interaction - what worked?
Practice the PEACE framework on a minor issue

This Month's Goals:

Turn around 3 upset customers into positive reviews
Handle one escalation without manager involvement
Create your personal "recovery toolbox" list
Master all the "magic phrases" until they're natural

Remember: Your Calm is Contagious

You cannot control how customers show up emotionally, but you have 100% control over your response. When you remain centered, professional, and solution-focused, you give them permission to calm down too.

Every upset customer is a future testimonial waiting to happen. You have the power to write that story!

Part VI: Customer Communication & Sales Strategy

Chapter 20: The Economics of Customer Loyalty

Your job isn't just to process a single order; it's to create a customer for life. Understanding the "why" behind this is critical to our company's success. We lose 10-20% of our customers each year for various reasons (new buyer, no longer need services, etc.), so retaining the ones we have is paramount.

A study by the Harvard Business Review revealed a powerful truth about our industry:

A one-year customer generates an average of 6% profit.
A six-year customer generates an average of 43% profit.

That's an enormous difference. Long-term customers are more profitable because the initial "educational costs" are behind us. They trust our judgment, their artwork is on file, and the ordering process is smooth.

Furthermore, acquiring a new customer is 7 times more expensive than increasing sales from an existing one. This is why your role in nurturing existing relationships is the most important driver of our profitability.

Chapter 21: The Retention Playbook: Proactive Relationship Building

This is how we turn one-time buyers into six-year partners. Your goal is to build confidence, connection, and engagement through proactive contact.

The Post-Sale Follow-Up (Within 1 Week):

Action: Call or email the customer after they've received their order.

Script: "Hi [Customer Name], this is [Your Name] from Northwest Custom Apparel. I'm just calling to make sure you received your order and that everything looks great. How did the [event/team] like the shirts?"

Goal: This shows we care about the final product, not just the invoice. It's also a perfect time to ask for a testimonial or a Google Review if they are happy.

The Check-In Call (4-6 Months Later):

Action: Schedule a task in your calendar to touch base with the customer.

Script: "Hi [Customer Name], [Your Name] from Northwest Custom Apparel calling. I know you ordered your [polos for the golf tournament] back in the spring, and I wanted to see if you needed to start planning for your holiday party gifts this year. We have some great new jacket styles in I think you'd love."

Goal: This proactive call keeps us top-of-mind and positions you as their apparel consultant, not just an order-taker.

Strategic Sampling (WOW Moments):

Action: For loyal customers, we have a "free wearables" program. If you have a great new product (under $100) that you think a key customer would love, we can send it to them as a gift.

Process: This is a powerful "Jab" that creates immense goodwill and often leads directly to a new order. Use this tool strategically to strengthen relationships with your best customers.

Chapter 22: Account Classification & Targeted Strategy

Not all customers are the same. Tailoring your communication strategy based on their buying patterns is key to efficiency and success.

Key Accounts:

These are our most strategically important, high-volume customers. They generate significant revenue and receive special attention.

Action Plan: Proactively send WOW samples of new products. Follow up personally for feedback. Build a strong, long-term relationship.

Regulars:

These are loyal customers who place frequent, recurring orders. They are a reliable source of revenue.

Action Plan: Assess if sending a sample will increase their order frequency or value. If they only purchase specific items, samples may not be necessary. Focus on smooth, efficient service and periodic check-ins.

Annuals:

These customers purchase consistently once a year (e.g., for an annual event or holiday).

Action Plan: This is all about timing. Contact them at least one month before their typical purchase date. Use your CRM to set an annual reminder.

Occasionals:

These customers purchase infrequently for special, one-time events like family reunions.

Action Plan: These customers do not require proactive sampling. Our marketing department will keep them on the mailing list for general email blasts.

Chapter 23: The "Pack-and-Hold" Program

This is a strategic program to manage our marketing efforts efficiently. During our slower months (January, February, March), we proactively produce marketing samples for our Key Accounts and Regulars. These samples are then "held" until the appropriate time to send them out. This allows our production team to work on these WOW items without the pressure of the busy holiday season, ensuring we are always prepared to engage our top customers.

Chapter 24: Scripts for Success

This chapter provides you with the tools and language to handle common and sometimes challenging customer interactions with professionalism and confidence, always reinforcing our company's values.

Handling Price Objections

Scenario: A customer says, "That seems expensive."

Your Response: "I understand price is a key factor. Let me show you where the value is. With our embroidery, for example, you're getting a decoration that will last the lifetime of the garment, and we stand behind our quality 100%. If we need to get closer to a specific budget, we could explore a different garment style, like the Port & Company PC61 tee, which still looks great and is very cost-effective."

Scenario: A customer says, "I can get it cheaper online."

Your Response: "You're right, there are definitely cheaper options online. What you're investing in with us is local service, a quality guarantee, and the ability to see and approve everything before we produce your full order. Plus, if there's ever an issue, you can walk right in our door and talk to a real person. Many of our best customers came to us after a bad experience with an online-only vendor where they were stuck with a product they didn't love."

Setting Technical & Artwork Expectations

Scenario: A customer is concerned that, "The color on the proof looks different on my screen."

Your Response: "That's a very common and valid concern. Every computer monitor can show colors a bit differently. To ensure accuracy, we use the Pantone Matching System for screen printing, which is the industry standard for precise ink color. For embroidery, I'd be happy to show you physical thread swatches so you can approve the exact match before we proceed."

Scenario: A customer provides low-quality artwork.

Your Response: "Thanks for sending your logo over. For us to create a really crisp and professional print, our art department will need to recreate this as a vector file. There is a one-time art charge for that service, which I can quote for you. This ensures your logo will look fantastic on your apparel and can be used for any future orders as well."

When a Mistake Happens: The SERVICE Recovery Model

Our response to a mistake defines our relationship with a customer. A well-handled problem can create a more loyal customer than if nothing had gone wrong. When a significant error occurs, we activate the Fix-It-Team (Sales Rep, Production Manager, Purchasing Agent) to personally walk the corrected order through the entire process. Your communication with the customer is key.

The "Hasty Harry" Lesson:

Remember the story of Hasty Harry, who rushed and packed all medium shirts instead of the correct size breakdown. Rushing causes mistakes. Always double-check the sizes, styles, and colors on every order.

When a mistake does happen, here is how you respond:

Stop and Listen: Let the customer explain the full problem without interrupting. Take notes.
Empathize: "I completely understand how frustrating this must be, especially with your event coming up."
Respond with Solutions & Apologize Sincerely: "I am so sorry that happened. That is not our standard of quality, and I take full responsibility. My top priority is making this right for you. Here is what I propose we do..."
Verify: "Would that be an acceptable solution for you?"
Implement: Immediately start the approved solution (initiate the Fix-It-Team process, place the replacement order).
Check Back: Over-communicate during the fix. Let them know when the new items are in production and when they ship. Follow up after delivery to ensure they are 100% happy.
Examine: Internally, we will examine the root cause to ensure the mistake does not happen again.

Chapter 25: Managing Customer Interactions: The Appointment System

To provide the best possible service and manage our time effectively, we operate on a preferred appointment system. An appointment ensures that you are fully prepared for a customer's visit, with samples and ideas ready, leading to a more professional and productive consultation.

Why We Prefer Appointments:

Scheduling allows us to give each customer our undivided attention. It prevents disruptions and ensures we are prepared to offer personalized, high-quality service, which often leads to higher customer satisfaction and larger, more accurate orders.

Scheduling Tools:

We encourage you to schedule appointments with customers via phone, email, or by sending them a link to your Outlook calendar. For customers who are comfortable with technology, Zoom meetings can be a very convenient and efficient way to discuss projects, especially for those who are not local.

Handling Walk-In Customers:

While we encourage appointments, we never want to turn away a potential sale. If a customer arrives without an appointment, handle the situation professionally:

Greet them warmly and ask if they have an appointment.
Explain the situation politely: "Nika and Taylar are currently with other customers. To ensure you get the dedicated time you deserve, I'd be happy to schedule an appointment for you to come back. When would be a good time?"
Offer immediate assistance if possible: If the customer cannot wait, offer to show them catalogs or answer basic questions.
Use your discretion: For Key or Regular customers, make every effort to assist them immediately, even without an appointment. Your goal is to provide excellent service while respecting everyone's time.

Part VII: The Path to Excellence

Chapter 23: Mastering Your Tools for Proactive Follow-Up

Your most powerful tool for customer retention is your ability to track and anticipate needs. This is done through diligent use of our systems, primarily Shopworks.

Tracking Annual Orders:

For every "Annual" customer, your responsibility is to ensure we never miss their reorder window.

After their order is complete, create a "Task" or "Activity" for yourself in Shopworks or your Outlook Calendar. Set the due date for one month before their event the following year. For example, if a customer orders for their golf tournament in June, set a task for yourself due May 1st of next year with the note: "Call [Customer Name] to plan for annual golf tournament."

Maintaining Engagement:

Use the "Notes" section in a customer's Shopworks profile to log every meaningful interaction. This creates a history that allows you, or any team member, to understand the relationship at a glance. Note things like:

Feedback on their last order.
Upcoming events they mentioned.
Products they showed interest in for the future.

Chapter 27: Google Review Program & Customer Engagement

Building our online reputation is crucial for attracting new customers. When potential clients search for Northwest Custom Apparel at www.nwcustomapparel.com, they should see numerous positive reviews that showcase our excellence. This chapter will teach you how to leverage our Google Review Tumbler Program to generate reviews while creating an exceptional customer experience.

Why Google Reviews Matter

                        Trust Building: 88% of consumers trust online reviews as much as personal recommendations
Search Visibility: More reviews improve our Google search ranking
Social Proof: New customers feel confident choosing us when they see positive experiences
Feedback Loop: Reviews help us understand what we're doing right and where to improve

                    

The Google Review Tumbler Program Overview

We offer customers a FREE custom laser-engraved 16 oz Polar Camel tumbler (retail value $25) in exchange for leaving us a Google review. This creates a win-win: customers get a quality product, and we build our online reputation.

Your Role: The Critical First Ask

🎯 Your Primary Responsibility

As a Sales Coordinator, you're the face of this program during customer pickups. Your enthusiasm and approach directly impact our success rate. Studies show that asking in person increases review rates by 70%!

The 5-Phase Workflow

Phase 1: The Ask (Your Starring Role)

                        When Customer Arrives for Pickup:
                        Have the Google Review card ready before they arrive
Greet with enthusiasm: "Hi [Name]! Your order looks fantastic!"
Present the opportunity: "We have something special for you today..."
Show the card: "When you leave us a quick Google review, we'll create a custom laser-engraved tumbler just for you - absolutely FREE!"
Make it easy: "Just scan this QR code with your phone - it takes 30 seconds"
Explain next steps: "After you post your review, email your logo to sales@nwcustomapparel.com with 'Google Review Tumbler' in the subject line"

                    

Phase 2: Verification (Office Team)

Check Google Reviews daily for new posts
Match reviews to recent customers
If no review appears within 48 hours, send friendly reminder:

Reminder Template: "Hi [Name], just following up on the free custom tumbler offer we mentioned. Once you post your Google review and send us your logo, we'll get started on your tumbler right away!"

Phase 3: Order Processing (Adriyella)

Monitor inbox: Check sales@nwcustomapparel.com daily
Download logo: Save as CustomerName_TumblerLogo.png
ShopWorks entry:
- Product: 16 oz Black Polar Camel Pint (Item #LTM752)
- Quantity: 1
- Price: $0 (100% discount)
- Notes: "Free Tumbler for Google Review"
Create design number in ShopWorks (e.g., 33856)
Submit to HelloSquatch.com for artwork preparation

Phase 4: Production & Fulfillment

Steve (Graphic Artist) prepares the artwork
Production team engraves tumbler in-house
Update ShopWorks status to "Ready for Pickup" or "Ready to Ship"
Confirm customer preference: pickup or free shipping

Phase 5: Follow-Up & Upselling

One Week After Delivery: "We hope you're enjoying your custom tumbler! How did it turn out? Let us know if there's anything else we can help with."

Look for opportunities: If they respond positively, Sales Reps can offer bulk tumbler pricing or other products.

Scripts for Different Scenarios

The Enthusiastic Customer

You: "You're going to love this - we'll create a custom tumbler with your logo, laser-engraved, absolutely free! All we ask is a quick Google review."

Customer: "That's awesome! I'll do it right now!"

You: "Perfect! Just scan this QR code and it'll take you right there. Remember to email your logo to sales@ with 'Google Review Tumbler' in the subject."

The Busy Customer

You: "I know you're in a hurry, but I'd love to get you a free custom tumbler. Can I email you the review link?"

Customer: "I don't have time right now..."

You: "No problem! Take the card - you can do it anytime this week. The QR code makes it super quick when you have a minute."

The Skeptical Customer

Customer: "What's the catch?"

You: "No catch at all! Online reviews help new customers find us, and we want to thank our customers for taking the time. The tumbler is the same quality we sell for $25 - you can even use it to show your clients what we can do with laser engraving!"

Tracking Your Success

                        Monthly Metrics to Track:
                        Ask Rate: How many pickups did you ask? (Goal: 100%)
Conversion Rate: How many resulted in reviews? (Goal: 30%)
Your Personal Best: Most reviews generated in a month
Team Total: Contributing to our company goal

                    

Common Issues & Solutions

Issue	Solution
Customer doesn't have a smartphone	Offer to email them the link: "No problem! I'll send you the link - you can do it from any computer."
Customer forgets to mention review when sending logo	Check recent reviews to match. Look for company names and timing.
Logo quality is poor	Have Steve provide feedback: "For best results, we need a high-resolution file - PDF or PNG works great!"
Customer wants different tumbler color	Black is standard, but note special requests for management approval
Customer already left a review	"Thank you so much for your previous review! How about we offer you 20% off if you order tumblers for your team?"

Pro Tips for Maximum Success

🌟 Expert Strategies

Timing is Everything: Ask when they're happy - right after seeing their completed order
Show Examples: Keep a sample engraved tumbler at your desk to show quality
Make it Social: "Many customers post photos of their tumblers on social media!"
Stack Value: "This tumbler is perfect for keeping coffee hot during those long workdays"
Be Genuine: "Your feedback really helps us improve and helps other businesses find us"

Integration with Daily Tasks

This program fits seamlessly into your workflow:

Morning: Check for new reviews from yesterday's pickups
Before Pickups: Prepare Google Review cards for scheduled pickups
During Pickups: Execute the ask with enthusiasm
End of Day: Note in ShopWorks which customers were asked
Weekly: Report your review generation numbers in team meeting

The Bigger Picture

Your Impact on Company Growth

Every review you generate:

Increases our visibility to potentially thousands of customers
Builds trust that converts browsers into buyers
Creates a competitive advantage over companies with fewer reviews
Provides social proof that we deliver exceptional quality
Generates content that markets us 24/7 online

You're not just processing orders - you're building our company's digital reputation!

Recognition & Rewards

Monthly Recognition: The Sales Coordinator who generates the most reviews each month receives special recognition and a bonus!

Team Goals: When we hit our monthly review target, the entire team celebrates with lunch on the company!

Remember: Every Ask Counts

Not everyone will leave a review, and that's okay. But if you don't ask, the answer is always no. By consistently presenting this opportunity with enthusiasm and professionalism, you'll generate dozens of reviews over time - each one bringing new customers to Northwest Custom Apparel.

Make the Google Review Program your signature move. Be known as the coordinator who generates the most reviews. Your consistency and enthusiasm will make a lasting impact on our company's growth!

Chapter 28: Beyond the Quote: Innovative Sales & Marketing Plays

Excelling in this role means thinking creatively about how to engage customers and provide value.

The "Jab, Jab, Right Hook" Philosophy in Action:

                    Jabs (Giving Value): These are our WOW moments. Sending a free sample with their logo, a handwritten thank you card, or calling to check in on a past order. We give value without asking for anything in return.
Right Hook (Asking for the Sale): After you've built trust and shown you care, asking for their next order ("I was just thinking about you, are you ready to plan your apparel for the fall event?") feels natural and earned, not pushy.

The "Buy, Cry, or Die" Philosophy for New Leads:

While the "Jab, Jab, Right Hook" approach is perfect for existing customers, new leads require a more direct and persistent follow-up process. Your goal is to get a clear outcome.

When a new lead comes in from a phone call or online form, your first step is to call them. If you don't connect, leave a message and immediately follow up with an email. Continue this process of consistent, polite follow-up until you get one of three outcomes: they Buy (place an order), they Cry (definitively tell you "no" or "not interested"), or they Die (you've exhausted all reasonable attempts to contact them and can close the lead). This persistent approach ensures no opportunity is wasted.

Leveraging Existing Artwork:

If a customer has a great embroidered logo, you can create a huge WOW moment by printing that same logo on a t-shirt using our DTG printer and sending it as a free sample. This is a powerful cross-selling tool that shows the customer new possibilities.

Community Involvement:

We are a community-focused business. Participating in and supporting local fundraisers and events is a powerful way to build relationships and brand recognition.

Chapter 29: Measuring Success: Your Key Performance Indicators (KPIs)

While our ultimate goal is always customer success and creating WOW moments, it's important to understand how we measure performance. These Key Performance Indicators (KPIs) provide a clear framework for success in your role and show how you contribute to the company's overall health.

Your Primary KPIs (Sales Department)

These are the core metrics that define success for your role:

                    Sales Revenue Growth: The increase in sales revenue you generate compared to previous periods or set targets.
Customer Acquisition: The number of new customers you successfully bring into the company.
Customer Retention: The percentage of existing customers who continue to do business with us, a direct result of your relationship-building efforts.
Lead Conversion Rate: The percentage of new leads you successfully convert into paying customers.
Cross-Selling and Upselling: Your ability to introduce existing customers to new products and services, increasing the value of their orders.

                

How You Impact Other Departments

Your work is the starting point for the entire company's workflow. Your accuracy and communication directly affect the performance of other teams:

Creative Division: By providing clear and complete artwork requests, you help our art department meet their KPI for Timeliness in Artwork Delivery.
Production Department: By creating accurate and detailed work orders, you help our production team meet their KPIs for Production Efficiency and Quality Control by minimizing errors and rework.

Chapter 30: Professional Standards & Company Policies

While this manual focuses on the "how-to" of your sales role, it's critical to understand that your actions are a reflection of the company as a whole. Your professionalism is governed by the principles laid out in the official Employee Handbook, which you should read in its entirety. Here are a few key policies that directly impact your role.

                    Code of Conduct: We hold a high standard for professional behavior. This includes exhibiting respect and cooperation towards colleagues and customers, diligently and ethically fulfilling your job responsibilities, and upholding the company's image positively, both within and outside the workplace.
Social Media Policy: Be mindful that your posts and actions online can reflect on Northwest Custom Apparel. Maintain professionalism and respect towards colleagues and clients. If you identify yourself as an employee online, include a disclaimer that your views are your own.
Confidentiality: Customer lists, email addresses, and company paperwork are proprietary and confidential. Never share this information outside the company.
Employee Suggestions Program: We highly value your insights. If you have ideas to enhance productivity, reduce costs, or improve our work environment, please share them with a supervisor. We reward suggestions that lead to significant improvements.

                

Chapter 31: Future Opportunities: The Flex Time Policy

At Northwest Custom Apparel, we believe in rewarding sustained performance and commitment. The Flex Time Policy is a benefit designed to enhance work-life balance for our proven, high-performing team members.

                    Eligibility: This policy is a privilege available to employees after one full year of successful employment in their current role. This is to ensure that team members have a complete understanding of their responsibilities and have demonstrated consistent performance before a flexible schedule is considered.
Performance-Based: Continued eligibility for a flexible schedule is not automatic. It is directly tied to performance and is evaluated on a biweekly basis. For the sales department, this means consistently meeting or exceeding sales targets. A decline in performance may result in a temporary return to standard office hours until targets are met.
Core Responsibilities: A flexible schedule requires a high level of accountability. Key responsibilities, such as ensuring the office is covered during standard business hours (8 am to 5 pm) and maintaining clear communication with the team and clients, must always be met.
Holiday Exclusion: Please note that the Flex Time Policy is suspended during our busiest season, from November 1st to December 24th each year. All team members are expected to work standard hours during this period to ensure we can meet the high volume of holiday orders.

                

Chapter 32: Your Success and Our Success: A Partnership

At Northwest Custom Apparel, your success is tied directly to the success of our customers and our team. While your specific compensation plan will be discussed with you directly, it's important to understand the principles behind it.

Our approach is a partnership. We provide a strong, guaranteed salary because we value your role in providing excellent customer service, managing orders with precision, and being a vital part of our team.

In addition to your salary, there are opportunities for performance-based bonuses. These are designed to reward two key areas:

Individual Excellence:

We recognize and reward your personal contributions to the company's growth. This is tied to the Key Performance Indicators (KPIs) outlined in Chapter 24, such as retaining customers, converting new leads, and finding opportunities to provide more value to our clients.

Team Success:

We win as a team. When the company as a whole achieves its annual sales goals, we all share in that success. We have a Team Goal Bonus that is paid out to the entire sales and support staff. This ensures we are all working together, collaborating on orders, and supporting each other to reach our collective target.

This hybrid approach ensures you have the stability of a salary while also having the opportunity to increase your earnings through your excellent performance and your contribution to our team's success.

Chapter 33: Your First 90 Days and Beyond: Setting Goals for Success

Welcome to the team! This final chapter is designed to give you a clear roadmap for what success looks like as you begin your journey with us. The information you've learned in this manual is the foundation for achieving these goals.

Your Responsibility to the Team

Your role as a Sales Coordinator is critical to our entire operation. The orders you generate and manage directly affect the factory's output and the job security of our 18+ team members. Every accurate order you enter and every happy customer you create keeps our factory running smoothly and ensures our team stays busy and employed. We are all counting on you.

Your 90-Day Probationary Goals

Your first three months are focused on learning our systems, building relationships, and demonstrating your ability to contribute to our team. Here are your primary goals for this period:

                    Sales Activity: Achieve a minimum of 10-20 customer contacts per week. This demonstrates proactive outreach and engagement.
Customer Acquisition: Secure 10-20 new customer accounts. This reflects your ability to convert the leads our marketing provides.
Sales Volume: Attain a sales volume of $75,000 - $175,000. This showcases your practical selling skills and growing product knowledge.
CRM Utilization: Consistently and accurately use Shopworks for tracking all sales activities, customer interactions, and order details.

                

Your First-Year Sales Goal

As you grow in your role, your targets will grow with you. A successful first-year Sales Coordinator should aim for an annual sales goal of $650,000 - $800,000. This manual is your guide to developing the skills in product knowledge, customer relationship management, and operational efficiency needed to reach this milestone.

Part VIII: The Venit Philosophy

Chapter 34: The Story of the T-Shirt: From Uniform to Icon

This final part of your training manual is dedicated to the wisdom of Mark Venit, one of the most respected consultants and innovators in the history of our industry. His book, "The Business of T-Shirts," is a masterclass in sales and marketing. The following chapters distill his most powerful, non-redundant concepts into actionable strategies that align perfectly with our values and goals at Northwest Custom Apparel.

Understanding the story of the product you sell gives you a deeper appreciation for its place in our culture. The humble t-shirt has a rich history that makes it more than just a piece of apparel.

Military Roots: The t-shirt as we know it was first issued as standard underwear by the U.S. Navy in 1913. It was a simple, comfortable, and practical garment for sailors.
A Symbol of Rebellion: In the 1950s, the t-shirt became a symbol of youth culture and rebellion, thanks to Hollywood icons like Marlon Brando in "The Wild One" and James Dean in "Rebel Without a Cause." Suddenly, wearing a t-shirt was a statement.
A Canvas for Expression: The social turmoil of the 1960s and the anti-war movement turned the t-shirt into a medium for mass expression. A simple peace sign spray-painted on a shirt was a powerful political statement. This was the moment our industry was truly born, as people realized a t-shirt could carry a message.

Chapter 35: Leapfrog Marketing

Mark Venit's concept of "Leapfrog Marketing" is simple but powerful: do all that you can to make it as difficult as possible for a rival to duplicate your performance. It's not just about going the extra mile; it's about going the extra two miles.

The Principle:

While your competitors are doing the bare minimum, you systematically add layers of professionalism, service, and value that make your company the obvious choice.

How We Apply It:

Your Own Catalog & Price List: While competitors rely on generic vendor catalogs, we create our own focused "express catalog" and a clear, easy-to-read price list. This shows professionalism and respects the customer's time.
A Professional Showroom: Our showroom is clean, organized, and designed to be a self-service tool, with items clearly tagged with pricing and information. It's a professional environment, not just a warehouse.
Proactive Follow-Up: We don't just send a quote; we follow up with a phone call and a mailed packet. This multi-step process demonstrates our commitment and differentiates us from competitors who stop after the first email.

Chapter 36: Key Ways to Get Customers to Love You

Mark Venit outlines "24 Ways to Get Customers to Love You." Many of these are already part of our DNA, but here are a few key strategies from his playbook that are especially relevant to your role:

                    Crackerjack Marketing: This is the art of the unexpected surprise. Venit tells the story of putting a box of Girl Scout cookies in every outgoing order. This small, unexpected treat creates immense goodwill. Think about what small "prizes" we can include to make opening a box from us a delightful experience.
Shipping & Pick-Up Notification: A simple, automated email or a quick phone call to let a customer know their order has shipped or is ready for pickup is a professional courtesy that most competitors overlook. It shows respect for the customer's time and provides peace of mind.
The "Forever Guarantee": Venit argues that since we stand behind our work anyway, we should make it an official, powerful marketing statement. We guarantee the permanence of our screen printing and embroidery forever. This is a bold promise that builds immense trust and confidence.

                

Chapter 37: Transforming into a Customer Service Salesperson

According to Venit, the most successful companies transform their customer service reps into proactive Customer Service Salespeople. This means moving beyond simply taking orders and into a more consultative role.

The Mindset Shift:

Your job isn't just to process what the customer asks for; it's to listen for opportunities, educate the customer on better solutions, and build a relationship that leads to future sales.

"Good Phone" Excellence:

Every phone call is an opportunity. Instead of just answering questions, you should be guiding the conversation, gathering information, and setting the stage for a long-term relationship. This is the difference between a transaction and a consultation.

Incentives Drive Behavior:

As we've outlined in the "Your Success and Our Success" chapter, our compensation structure is designed to reward this proactive behavior. The bonuses for customer retention and upselling are directly aligned with this philosophy.

Chapter 38: The Art and Science of Pricing

Mark Venit teaches that pricing is a marketing tool, not just a math problem. Your goal is to move the customer's focus from "price" to "value."

                    Fighting the "Commodity" Mindset: Many customers see a t-shirt as a simple commodity, where the only difference between vendors is the price. Your job is to fight this perception. You do this by highlighting the value we provide: our expertise, our in-house production, our quality control, our graphic design services, and our commitment to getting the order right.
The Power of a Professional Price List: A clear, well-organized price list is a powerful marketing tool. It shows professionalism and transparency. It should be structured to create incentives for customers to buy more (through quantity breaks) and to understand the value of different decoration methods.
Our Market Position: The ideal position for a high-quality decorator is to be known as, "a little high, but worth it." We are not the cheapest option, and we don't want to be. We are the best value, and our pricing should reflect the superior quality, service, and peace of mind we provide.

                

Chapter 39: The Venit Lead-Processing Model

This model reinforces and expands upon our "Buy, Cry, or Die" philosophy. It's a systematic approach to ensuring that no lead is wasted and every interaction builds value.

The Goal:

The goal of the first interaction is not just to provide a quote, but to harvest data. You need to get the prospect's name, company, email, and phone number so you can begin the follow-up process.

The Multi-Touch System:

A lead should receive multiple, professional touchpoints in a short period:

The initial phone call and quote.
An immediate follow-up email confirming the quote.
A physical packet mailed the next day with your catalog, price list, and a small promotional item.
A follow-up phone call a few days later to ensure they received the packet.

The "Mommy" Principle:

Every lead is assigned a "Mommy" (you, the Sales Coordinator) whose job is to nurture that lead until it becomes a customer. This sense of ownership is critical to ensuring consistent follow-up and maximizing the conversion rate.

🎉 Congratulations!

You've completed the Northwest Custom Apparel Sales Coordinator Training Manual. This comprehensive guide is your ongoing reference for success in your role. Remember:

Reference this manual whenever you need guidance
Ask questions when you're unsure
Share your ideas for improvement
Help train new team members

Welcome to the Northwest Custom Apparel family! We're excited to see what we'll achieve together.

Chapter 40: Customer Evolution

Understanding how customers evolve with your business is crucial for long-term success. This chapter explores the journey from first-time buyer to brand advocate.

The Customer Lifecycle

Prospect

They know they have a need but haven't chosen a provider yet.

First-Time Customer

They've taken a chance on us. This is our opportunity to prove ourselves.

Repeat Customer

They're coming back because we delivered on our promises.

Loyal Customer

They choose us by default and rarely shop competitors.

Brand Advocate

They actively recommend us to others and defend us when needed.

Moving Customers Up the Ladder

From Prospect to First-Timer: Make the first experience exceptional
From First-Timer to Repeat: Follow up, show appreciation, make reordering easy
From Repeat to Loyal: Recognize their loyalty, offer perks, remember preferences
From Loyal to Advocate: Exceed expectations consistently, involve them in your business

Recognizing Customer Evolution

Watch for these signs that a customer is evolving:

Order frequency increases
Order size grows
They refer others
They ask for your advice
They're patient with issues
They provide constructive feedback

Nurturing Long-Term Relationships

                        Relationship Building Strategies:
                        Remember personal details and preferences
Celebrate their successes
Send holiday cards or small gifts
Invite them to exclusive events
Ask for their input on new products
Feature them in case studies

                    

Chapter 41: Thinking Like an Owner

The most successful Sales Coordinators don't just process orders - they think like owners. This mindset shift transforms your role and your results.

The Owner Mindset

Owners think differently than employees. They see:

The Big Picture: How each decision affects the whole business
Long-Term Impact: Building for tomorrow, not just today
Total Cost: Understanding profitability, not just revenue
Relationships as Assets: Customer lifetime value over single transactions
Problems as Opportunities: Chances to improve and differentiate

Making Owner-Level Decisions

When faced with a decision, ask yourself:

If this was my business, what would I do?
How will this affect our reputation?
Is this sustainable if every customer asked for it?
What's the real cost versus the potential benefit?
How does this align with our values?

Taking Ownership

                        Areas to Own:
                        Your Customer Relationships: These are YOUR customers to nurture
Your Knowledge: Become the expert others turn to
Your Processes: Continuously improve how you work
Your Results: Track your performance and impact
Your Growth: Invest in yourself like an owner would

                    

The Profit Perspective

Understanding profitability changes everything:

A $1,000 order at 10% margin = $100 profit
A $500 order at 40% margin = $200 profit
Which customer would you rather have?

Building Your Business Within the Business

Think of your role as running your own business within NWCA:

Your customers are YOUR customer base
Your reputation is YOUR brand
Your skills are YOUR competitive advantage
Your results are YOUR profit and loss

The Owner's Daily Questions

Start each day asking:

How can I increase value today?
What problems can I prevent?
Which relationships need attention?
Where can I improve efficiency?
What would make customers choose us again?

When you think like an owner, you become invaluable. You're not just an employee - you're a partner in our success.

Chapter 42: Welcome to the Northwest Custom Apparel Family

Congratulations! You've completed your journey through the Northwest Custom Apparel Sales Coordinator Training Manual. But this isn't the end - it's the beginning of your story with us.

What You've Learned

Through these 42 chapters, you've discovered:

Our company's heart and values (REACH)
The technical knowledge to excel in your role
The systems and processes that ensure success
The philosophy that guides our decisions
The importance of creating WOW moments

Your Journey Ahead

                        First 30 Days: Foundation
                        Master the basics of Shopworks
Learn our product lines
Shadow experienced team members
Complete your first orders


                        Days 31-60: Building Confidence
                        Handle customer inquiries independently
Create your first quotes
Build relationships with production team
Start developing your customer base


                        Days 61-90: Taking Flight
                        Manage complex orders
Proactively reach out to leads
Create WOW moments
Contribute ideas for improvement

                    

Resources for Continued Success

This Manual: Your permanent reference guide
Your Mentor: An experienced team member assigned to help you
Team Meetings: Weekly opportunities to learn and share
Open Door Policy: Leadership is always available for questions

Your Commitment to Excellence

By joining Northwest Custom Apparel, you're making a commitment to:

Treat every customer as if they're our only customer
Never stop learning and improving
Support your teammates unconditionally
Uphold our reputation for quality and service
Create WOW moments every day

A Personal Message from Leadership

Welcome to the family! We're not just coworkers here - we're a team that genuinely cares about each other's success. You were chosen because we believe you have what it takes to not just do this job, but to excel at it.

Remember: every expert was once a beginner. Don't be afraid to ask questions, make suggestions, or try new things. Your fresh perspective is valuable to us.

We're investing in you because we believe in you. Your success is our success. Together, we'll continue building something special - a company that truly makes a difference in our customers' lives.

Welcome to Northwest Custom Apparel. Let's create something amazing together!

🎯 Your Mission

Create WOW moments. Build relationships. Grow our family business. Make a difference.

Now, let's get to work! 🚀

Chapter 43: Meet the Staff - Your Northwest Custom Apparel Family

Welcome to the Northwest Custom Apparel family! As you begin your journey with us, it's important to know who you'll be working with. This chapter introduces you to our amazing team members - the people who make NWCA the special place it is.

Our Team Roster

Below is our complete staff directory. These are the people who will support you, guide you, and work alongside you every day.

Name	Position	Start Date	Tenure	Birthday	Status

Upcoming Celebrations

Mark Your Calendar! 🎉

Understanding Our Team Structure

                        Leadership Team
                        Jim Mickelson (CEO) - Our founder and visionary, leading since 1977
Erik Mickelson (Operations Manager) - Oversees daily operations and strategic initiatives


                        Sales & Customer Service
                        Taylar Hanson & Nika Lao - Account Executives who manage key client relationships
General Sales Team - Your first point of contact for quotes and orders


                        Production & Creative
                        Ruth Nhong - Production Manager ensuring quality and timelines
Steve Deland - Art Director bringing creative visions to life


                        Support Functions
                        Bradley Wright - Accountant keeping our finances in order
Adriyella - Office Assistant supporting all departments

                    

Team Culture & Values

Every person on this roster contributes to our unique culture. Here's what makes our team special:

Family Atmosphere

Many of our team members have been with us for years, some for decades. We celebrate together, support each other through challenges, and genuinely care about each other's success.

Open Communication

From the CEO to the newest team member, everyone's voice matters. We maintain an open-door policy and encourage sharing ideas and feedback.

Continuous Learning

Each team member brings unique skills and experiences. We learn from each other every day, making the entire team stronger.

Getting to Know Your Colleagues

Tips for Building Relationships:

Introduce Yourself: Don't wait for others to come to you - take the initiative
Ask Questions: People love sharing their expertise and experiences
Join Conversations: Participate in team discussions and social moments
Celebrate Together: Acknowledge birthdays and anniversaries when they come up
Offer Help: Be quick to assist when you see a colleague needs support

Your Place in Our Story

Now that you know who's on the team, remember that you're not just joining a company - you're becoming part of a legacy that started in 1977. Each person on this roster has contributed to our success, and now it's your turn to add your chapter to our story.

Remember: The relationships you build with these team members will be just as important as the skills you develop. Invest in getting to know your colleagues - they're your greatest resource for success at Northwest Custom Apparel!