📝 Shopworks Notes Training

Learn how to write effective notes that help the entire team deliver excellent service

70%
Notes go in "Order"
25%
Notes go to "Production"
5%
All other sections
< 20
Words per note

⚠️ Hall of Shame - Phrases to NEVER Use

These are actual vague notes from our system that cause confusion and delays

🚫 Top 10 Worst Phrases

  1. "PO sent" - Used 24+ times by RL without details
  2. "See attached" - TH's favorite, never explains what
  3. "Reorder" - Of what? How many? From where?
  4. "Same as last time" - Which time? What specs?
  5. "Ok with BO" - What's backordered? Until when?
  6. "Samples" - For whom? Which products?
  7. "White logo" - Size? Placement? Which item?
  8. "Drop at eds" - Who's Ed? What location?
  9. "Check on this" - Check on what exactly?
  10. "LC" - What does this even mean?

✅ How to Fix These

Instead of: "PO sent"
Write: "PO #12345 sent to Sanmar for 50 navy tees"

Instead of: "See attached"
Write: "Customer's logo file attached for approval"

Instead of: "Reorder"
Write: "Reorder 25 black hoodies from order #13000"

Instead of: "White logo"
Write: "White logo, 3 inch, left chest centered"

Instead of: "Samples"
Write: "3 sample polos sent to John for color review"

📊 Impact of Vague Notes

3,829 vague notes in our system = 40% of all notes
Each vague note wastes ~5 minutes of clarification time
That's 320 hours of wasted productivity!

📋

Notes on Order

Used in 70% of all notes - Your PRIMARY location
Purpose: Document the order's journey and all customer communications. This is where the "story" of the order lives.

✅ Good Examples from Your Team:

"PO #12345 submitted to Sanmar"
"Customer approved artwork via email"
"Waiting for color selection from customer"
"Called customer - will pick up Monday"
"Payment received - paid online"
"Rush order - needed by Friday 2/14"

❌ What NOT to Write (Real examples from your team):

"PO sent" (Which PO? To whom? For what?)
"See attached" (What's attached? Why?)
"Reorder" (What? How many? From where?)
"Same as last time" (Which time? What exactly?)
"Ok with BO" (What's on backorder? Until when?)
"Samples" (For whom? Which products?)

🔑 Key Action Words:

Waiting Emailed Called Approved Submitted Received
🏭

Notes to Production

Used in 25% of all notes - Technical specs only
Purpose: Specific, actionable instructions for production. No backstory needed - just technical details.

✅ Good Examples from Your Team:

"White logo on black shirts, 3 inch, left chest"
"Use tear away backing on all"
"Name & year 2024 on left chest"
"Charcoal thread for embroidery"
"2.5 inch logo centered on back"

❌ What NOT to Write (Real examples from your team):

"White logo" (Size? Placement? Which garment?)
"Full front logo" (How big? What color?)
"Same as last order" (Order number? Specifications?)
"See design" (Where? Which design?)
"Use regular thread" (What color? Type?)

🔑 Key Elements:

Colors Placement Size Material Thread type
📦

Notes to Shipping

Used in 2% of notes - Special shipping only
Purpose: Only for non-standard shipping situations

✅ When to Use:

"Ship on customer's UPS #973214"
"Call 425-652-6690 for pickup"
"Rush - Ship Monday morning"
"Combine with orders #133025, #133026"
💰

Notes to Accounting

Used in 1.5% of notes - Special billing only
Purpose: Only for special billing situations

✅ When to Use:

"Tax exempt - cert on file"
"Apply 10% first-time discount"
"Bill to Paul, not company"
"Gift certificate #E3GF-2FFE"

🎯 Practice Writing Notes

Scenario 1: Customer Communication

A customer just called to check on their order status. You told them it will be ready Friday. Where do you put this note and what do you write?

Scenario 2: Production Specification

Customer wants their company logo in white on navy blue shirts, 3 inches wide, centered on the left chest. Write the production note.

Scenario 3: Shipping Instructions

Customer wants to use their own FedEx account #445566 for shipping. Write the appropriate note.

Scenario 4: The "PO Sent" Problem

You just sent a purchase order to Sanmar for 50 navy blue t-shirts, PO #12345. How do you write this note? (This scenario addresses RL's most common vague note)

Scenario 5: The "See Attached" Problem

Customer emailed their new logo file for embroidery approval. You attached it to the order. Write the note. (This addresses TH's most common issue)

💡 Golden Rules for Great Notes

Be Specific

Say "Called John about artwork approval" not just "Called customer"

Include Dates

For time-sensitive items, always include the date: "Need by Friday 2/14"

Use Action Words

Start with verbs: Emailed, Called, Waiting, Received, Approved

Keep It Short

Most effective notes are under 20 words. Be concise!

🤔 Quick Decision Guide

Customer called or emailed? Notes on Order
How to make the product? Notes to Production
Special shipping needs? Notes to Shipping
Payment or billing issue? Notes to Accounting
Everything else? Notes on Order