• Computer Login: We'll get you logged into your computer.
• Outlook Email: Log in to your email. We'll set up a professional email signature. A great signature builds trust with customers.
• Shopworks: Log in with your new credentials. We'll take a quick look at the main dashboard.

Why you need this:

Having work email on your phone allows you to stay connected and respond to urgent matters when you're away from your desk. It's a key part of our "Sunshine Law" to be responsive to customers.

How to Set It Up:

1. Go to the App Store: On your iPhone, open the App Store.
2. Search for "Microsoft Outlook": Type it in the search bar.
3. Download the App: Tap "Get" to download and install the free app.
4. Open Outlook and Add Account: Open the app and enter your full work email address (`[email protected]`). Tap "Add Account."
5. Enter Your Password: You'll be redirected to the Microsoft login page. Enter your password.
6. Approve with Duo: Since we use Duo Security, you will receive a push notification from the "Duo Mobile" app. Open the notification and tap "Approve" to complete the sign-in.
7. Configure Notifications: The app will ask about notifications. It's a good idea to enable them so you see new emails as they arrive.

What is Duo?

Duo is our two-factor authentication (2FA) service. Think of it like the second lock on a door. Your password is the first lock. Duo is the second, and it requires you to approve a login from your phone. This means even if someone steals your password, they can't get into your account without your phone. It's a critical part of keeping our company and customer data secure.

How to Set It Up on an iPhone:

1. Go to the App Store: On your iPhone, open the App Store.
2. Search for "Duo Mobile": Type "Duo Mobile" in the search bar. The app developer will be Duo Security LLC.
3. Download the App: Tap "Get" to download and install the free app. You may need to enter your Apple ID password.
4. Begin Login on Your Computer: On your work computer, open a web browser and go to the Microsoft 365 login page. Enter your email and password.
5. Start Duo Enrollment: Because it's your first time, the Microsoft login will automatically prompt you to set up Duo. It will display a QR code on the screen.
6. Scan the QR Code with the App: Open the Duo Mobile app on your iPhone. Tap the "+" button or "Add Account." Your phone's camera will activate. Point it at the QR code on your computer screen.
7. Complete Setup: The app will automatically link to your account. From now on, when you log in to Microsoft 365, you'll get a notification on your phone. Just tap "Approve" in the Duo app to finish logging in.

What is Slack?

Slack is our internal instant messaging tool. Think of it as professional texting for our team. It's perfect for quick questions, sharing updates, and collaborating on orders. It keeps our email inboxes clean for customer communication. Everyone on the team uses it except for Jim.

Getting Started:

1. Accept the Invitation: Erik will send an invitation to your email address. Click the link in the email to join our workspace.
2. Create Your Profile: Add your name and a professional profile picture so we know who you are.
3. Download the Desktop App: While you can use Slack in a web browser, the desktop app is much better for notifications. Go to slack.com/downloads to get it.
4. Join Channels: Channels are group conversations organized by topic. You'll be automatically added to key channels like #general and #sales.

Best Practices:

• Use Channels for Group Topics: Have a question about a sales process? Ask in the #sales channel so everyone can see the question and answer.
• Use Direct Messages (DMs) for 1-on-1s: Need to ask a specific person a quick question? Send them a DM.
• Use "@" to Mention People: If you need to get someone's attention in a channel, type "@" followed by their name (e.g., @Erik Mickelson). They'll get a notification.

What is Grammarly?

Grammarly is an AI-powered writing assistant that helps ensure all our written communication is professional, clear, and error-free. It checks for grammar, spelling, punctuation, clarity, and even tone. Using it consistently is a key part of our "Excellence" core value.

Getting Started:

1. Accept the Invitation: Erik has sent a Grammarly sign-up link to your email. Click it to create your account and join the company's subscription.
2. Install for Windows: Download and install Grammarly for Windows. This is the most important step, as it automatically integrates Grammarly into Microsoft Word and Outlook.
3. How it Works in Word/Outlook: As you type, Grammarly will underline potential issues. You can hover over the underlines to see suggestions and click to accept them. A sidebar will also appear, giving you an overall score and more detailed feedback.

Using Grammarly AI:

• Grammarly includes a generative AI feature called GrammarlyGO. You can use it to compose drafts, shorten long emails, brainstorm ideas, or change the tone of your writing to be more formal or friendly.
• Look for the Grammarly icon (a green circle) and click it to access AI features.

What is Canva?

Canva is a user-friendly online design tool that we use to create professional-looking sales flyers, presentations, social media posts, and other visual materials. It allows us to quickly produce high-quality marketing assets without needing to be a professional graphic designer.

Getting Started:

1. Accept the Invitation: Erik will send an invitation to your email to join the NW Custom Apparel Canva for Teams account.
2. Create Your Account: Click the link in the email to sign up and create your account.
3. Explore Our Brand Kit: Once you're in, you'll have access to our company's Brand Kit, which includes our official logos, colors, and fonts. Using the Brand Kit ensures all our materials are consistent and professional.

What is this for?

To make our workflow more efficient, we can send emails (like order confirmations and proofs) directly from Shopworks using your Outlook account. This requires a one-time setup from Shopworks technical support.

The Process:

1. We will need to contact Shopworks support to schedule a time for them to remote into your desktop.
2. A technician will then configure the connection between Shopworks and your Outlook application.

Our phone system is more than just a phone; it's a powerful communication tool. The Sales Coordinator's extension is 111.

Key Features:

• Desktop App: You can make and receive calls directly from your computer, which is much more efficient than using a physical handset.
• Text Messaging: You have the ability to send and receive text messages from our main company line (253-922-5793). This is fantastic for quick updates to customers, like "Your order is ready for pickup!" or sending an address.

Getting Started:

1. Download the App: Go to the GoTo Download Center and get the "GoTo" desktop app for your computer.
2. Login: Once installed, open the app and log in using the credentials provided. The login portal is also available at goto.com/connect.
3. Explore: Take a few minutes to click around the app. Find the dialer, contacts, and the text message section.

Staff Extension List

You can dial these extensions directly from your GoTo Connect app.

While we encourage using the GoTo Connect desktop app, you also have a physical Polycom phone on your desk. This phone is connected to the same GoTo system.

Common Functions:

• Answering a Call: Pick up the handset.
• Placing a Call on Hold: During a call, press the "Hold" button. The line key will flash green. Press the flashing line key again to resume the call.
• Transferring a Call: During a call, press the "Transfer" button. Dial the extension of the person you want to transfer to. You can either speak to them first (attended transfer) or just hang up to complete the transfer immediately (blind transfer).
• Checking Voicemail: Press the "Messages" button on your phone and follow the audio prompts.

The printer in your office is an Epson EcoTank ET-2850. You'll use this for printing work orders, customer approvals, and other general office documents.

Key Features:

• EcoTank System: This printer doesn't use traditional cartridges. It has ink tanks that are refilled from bottles, which is more cost-effective and environmentally friendly.
• Functions: It can print, copy, and scan.
• Connectivity: It's connected to our network, so you can print directly from your computer.

Getting Started:

1. Driver Installation: The printer driver should already be installed on your computer. We'll do a test print to make sure it's connected.
2. Loading Paper: The paper tray is at the back of the printer. Ensure it has standard 8.5" x 11" paper.
3. Basic Operations: The control panel on the front allows you to make copies or scan documents directly to a connected computer.

Your Greeting: Always answer with, "Thank you for calling Northwest Custom Apparel, this is [Your Name], how can I help you?"

The Goal: Your main job is to direct the call. If it's a sales inquiry, get them to a sales rep. You are not expected to give pricing.

If a Rep is Busy: Use this script: "[Sales Rep's Name] is with a customer right now. I'd be happy to take down your information and have them call you back before the end of the day. May I start with your name and company?"

The "Sunshine Law": This is a non-negotiable rule. Every customer inquiry must get a response before the sun sets. It builds incredible trust and sets us apart from the competition.

When a new customer calls, you're like a detective. The more clues you gather, the better the sales rep can serve them. Ask these questions:

• What are you using the items for? (This helps us recommend the right products).
• How many are you looking for? (This determines the best decoration method).
• Do you have a specific date you need them by? (This tells us if it's a rush order).
• Do you have a design or logo ready? (This tells us if art charges are needed).
• Have you ordered custom apparel before? (This tells us their experience level).

A "Mosquito Customer" is our term for someone with a very small order who calls repeatedly with questions, "sucking all the blood out of you." It's important to be polite but firm.

The Strategy: Reassure them their questions will be answered, but channel them through the proper process. Say, "That's a great question for the sales rep. I've made a note of it and they will cover it when they call you back." Don't let the call drag on. Your time is valuable!

Before we dive into videos, the most important tool you can learn to use is the built-in **Help** feature in Shopworks. If you ever have a "how do I do this?" question, this is your first stop.

You can find it in the bottom toolbar of the Shopworks screen. It's the icon with the question mark.

Navigating the Help Menu

When you click the Help button, a new window opens with a navigation menu on the left. This is your library of training materials.

Here are the key sections you'll use most often:

• System Basics: Covers general navigation and how the system is laid out.
• Customers: Everything you need to know about adding, finding, and editing customer records.
• Order Entry: This is a critical section covering how to build an order from start to finish.
• Training Videos: This section contains the video modules we will be watching together.

Our first training module will cover the fundamentals of navigating the Shopworks OnSite system. This video is approximately 25 minutes long.

How to Find the Video:

1. Click the **Help** button (the question mark icon) in the bottom toolbar of Shopworks.
2. In the Help window, go to the "How We Can Help" search bar at the top.
3. Type in the ID number **1024** and press Enter.
4. The "System Navigation and Basics" video, presented by Greg Stevens, will appear.

This is the most important process in Shopworks. If Order Entry is done correctly, everything else flows smoothly. If it's done incorrectly, it can cause problems across multiple departments.

How to Find the Videos:

1. Click the **Help** button in Shopworks.
2. In the "How We Can Help" search bar, type in the ID number **1042** and press Enter.
3. This will bring you to the Order Entry Basics page.

Videos to Watch:

• Important Concepts - Order Types (Approx. 24 mins): Presented by Jay Malanga, the founder of Shopworks. This explains the "why" behind different order types.
• Order Entry Basics (Approx. 40 mins): Presented by Greg Stevens. This is the core "how-to" for building an order.
• Order Entry Shipping (Approx. 10 mins): Presented by Greg Stevens. This covers the critical shipping tab on the order.

This module covers the essential skills for managing customer records, which is the foundation of every order.

How to Find the Video:

1. Click the **Help** button in Shopworks.
2. In the "How We Can Help" search bar, type in the ID number **1030** and press Enter.
3. This will bring you to the "Adding and Editing Customers" page.

Video to Watch:

• How to Add and Edit Customers (Approx. 31 mins): Presented by Maria Maddox. This will walk you through creating new customer records and updating existing ones.

This short video explains the difference between a "Customer" (the company) and a "Contact" (the people who work there). This is a vital concept for keeping our records organized.

How to Find the Video:

1. Click the **Help** button in Shopworks.
2. In the "How We Can Help" search bar, type in the ID number **1026** and press Enter.
3. The "Contacts and How to use Them" video, presented by Roy Marques, will appear.

Video to Watch:

• Contacts and How to use Them (Approx. 6 mins): This video explains that contacts are the individuals within an organization. We track communication with specific contacts, and they can also be leads or prospects in the marketing section.

This is where it all comes together. We will go through the entire process from start to finish.

1. **Find the Lead:** Search for "The Coordinator's Test Company" that you created on Day 2.
2. **Log an Activity:** Add a new note to the lead record. Let's say they called back and are ready to move forward.
3. **Convert to Customer:** We'll convert the lead into a full customer record.
4. **Build the Order:** Now, we'll create a mock order for this new customer, applying everything from the "Order Entry Basics" video. We'll add line items, select a design, and fill out the shipping information.

This video explains how to attach files to different records in Shopworks. This is crucial for keeping important documents like proofs, stitch files, and proposals organized with the correct order or customer.

How to Find the Video:

1. Click the **Help** button in Shopworks.
2. In the "How We Can Help" search bar, type in the ID number **1032** and press Enter.
3. The "How to Use Attachments" video will appear.

Video to Watch:

• How to Use Attachments (Approx. 6 mins): This video covers how to attach any type of computer file to records like Sales Orders, Customers, Designs, and more.

Now it's time to practice entering real-world customer inquiries into Shopworks. Use the information you learned in the videos to create these new customer/lead records.

• Samples must be returned within **7 days**.
• A customer can check out **3 samples** without payment info.
• More than 3 requires a credit card, which is charged for the items and refunded upon their return.
• All sample checkouts MUST be logged in the sample book.
• The "44 Account": This is our marketing fund from Sanmar. We can use it to order low-cost samples (under $30) for good customers that they can keep. It's a powerful "WOW" tool.

We strongly discourage this because we can't guarantee the quality of the garment. However, we can sometimes do it for **embroidery only**.

• Minimum is 12 pieces, must be new with tags.
• The production manager must approve them first to make sure they can be hooped.
• The customer **MUST sign our waiver**. We are not responsible for damage. Things like needle breaks happen and can ruin a garment.
• We charge a higher price for the embroidery ($15-$25 for a left chest) because it's a riskier, non-standard job.

We use the **L.A.S.T. Method** (Listen, Apologize, Solve, Thank).

1. Listen: Let them finish. Don't interrupt. Understand their frustration.
2. Apologize: "I'm so sorry to hear that." It shows empathy and de-escalates the situation.
3. Solve: Ask, "What would be an acceptable solution for you?" This empowers them. Then discuss options (reprint, credit) with a manager. Our first choice is always to reprint the order correctly.
4. Thank: Thank them for bringing the issue to your attention. It gives us an opportunity to improve.

Case Study: The Muckleshoot Tribe Order. We printed 100 tie-dye shirts that had fixation marks (a faint box from the pre-treatment process). They are a key account. Since they kept and used the shirts, we offered them a choice: a 100% credit for the damaged shirts on their next order, or a 50% refund. We prefer credits because it encourages repeat business.

Question/Issue Raised:

The Sales Coordinator asked for the proper way to enter an order that includes both embroidered caps and embroidered garments. It was discovered that while the official process is to create two separate orders (a "Cap Order" and an "Embroidery Order"), an informal "secret system" is sometimes used where both are combined on one order. This creates inconsistencies and potential for errors.

Action Item:

Erik to meet with Nika and Ruthie to discuss the inconsistency. The goal is to standardize the process to **one official method** for all employees to follow.

Resolution:

(To be filled in after the follow-up is complete).

Question/Issue Raised:

The Sales Coordinator asked for clarification on when to use the different "Notes" fields in Shopworks (e.g., "Notes on Order," "Notes to Production"). It was noted that different people use different sections, which can cause confusion.

Action Item:

Erik to create and distribute a simple guide defining the purpose of each note section to standardize their use across the company.

Proposed Standard:

• Notes on Order (Main Page): For the order's "story" - major status updates and customer communications.
• Notes to Production: For specific, actionable instructions for the production team (e.g., thread colors, placement details).
• Notes to Shipping: For specific, actionable instructions for shipping (e.g., use customer's UPS account).
• Notes to Accounting: For specific, actionable instructions for billing (e.g., apply 10% discount).

Resolution:

(To be filled in after the follow-up is complete).

This video (4:10) explains how an order flows through the different sections of the OnSite system, from initial entry to completion.

This video (4:31) shows how to efficiently find orders using search tools and filters.

We'll explore shortcuts and efficiency tips for entering orders faster while maintaining accuracy.

• Using templates for repeat customers
• Keyboard shortcuts
• Batch processing techniques

This video (14:48) covers how designs are stored in the system and linked to customers and sales orders.

File Types We Accept:

• Vector Files (Preferred): .AI, .EPS, .PDF - These can be scaled without losing quality
• Raster Files: .PNG, .JPG - Need to be high resolution (300 DPI)
• Embroidery Files: .DST, .EMB - Ready-to-sew files

Common Art Issues:

• Low resolution logos (pixelated when enlarged)
• Complex gradients that can't be embroidered
• Too many colors for screen printing

Thread & Needle Basics

• Observe different thread weights (35/40) and how they affect stitch density
• Identify various needle types for different fabrics

Machine Setup

• Learn how to load the correct stitch files and thread colors
• Watch operators run a quick test stitch to verify settings

Hooping & Quality Control

• Understand how to hoop garments (caps, shirts, jackets) properly
• Help check for thread density, color accuracy, and remove stabilizers or loose threads

Mockup & Garment Verification

• Match printed mockups with the designs in ShopWorks (style, color, size)

Machine Setup & Test Prints

• Observe the DTG printer's design loading process
• Note how to run a test print and make adjustments if colors or alignment are off

Inspection & Packaging

• Check for print defects (blotches, fading)
• Fold, box, and label finished garments accurately

Design Prep & Transfer Quality

• Confirm designs are correct and ready for DTF printing
• Watch for clarity and color vibrancy on the transfer film

Heat Press Application

• Observe how garments are aligned and pressed
• Check final transfers for proper adhesion and color matching

Equipment Overview

• Learn basic operations of the laser engraving machine (power settings, bed alignment)

Design Setup & Safety

• Review design files for clarity and size compatibility
• Understand safety precautions (ventilation, eye protection)

Engraving Process & Finishing

• Observe a live engraving run to see how materials (wood, acrylic, metal) are handled
• Check final products for engraving depth, clarity, and cleanliness

Artwork Preparation

• Learn how to review art files (e.g., Illustrator) for resolution and clarity

Stitch File Creation

• Observe how designs are converted into stitch files, including fill patterns and color sequences

File Management

• Save and organize digitized files for future use or customer edits

Font Selection & Placement

• Understand popular font types (block, script) and standard embroidery placements (left chest, sleeve, etc.)

Order Entry & Accuracy

• Verify spelling and any special instructions directly with the customer if needed
• Ensure monogram details are correct before forwarding to production

Patch Types

• Familiarize yourself with embroidered patches, woven patches, and other variations

Sewing Application & Quality

• Observe how patches are sewn onto garments (alignment, stitch type)
• Check that patches are securely attached and maintain their shape

Receiving & Verification

• Learn how to match packing slips and purchase orders when shipments arrive
• Count and inspect items for correct quantity and condition

Packing & Labeling

• Practice wrapping individual items or bulk packaging
• Label boxes accurately for internal organization or outgoing shipments

Order Organization

• Understand where completed orders are stored and how they're prepared for shipping (local delivery vs. UPS/FedEx)

Answer: RETAIL - They're using the aprons themselves!

Answer: CONTRACT - They're reselling to someone else!

1. First-Time Customer: Someone who's never ordered custom apparel before
2. Rush Order: Customer needs 50 shirts by Friday
3. Price Shopper: Customer comparing our prices to competitors
4. Repeat Customer: Regular client placing their monthly order

• Shopworks Help Menu (Always accessible)
• Company policies handbook
• Product catalog and pricing sheets
• Vendor contact list

• Technical Issues: Erik (ext. 120)
• Sales Questions: Nika (ext. 109) or Taylar (ext. 118)
• Financial/Billing: Bradley (ext. 113)
• Art/Design: Steve (ext. 103)
• Production: Ruth (ext. 119)