Customer Expectations on Embroidery Jobs

Have you ever had an upset customer that felt that you didn’t hold up to their expectations?  Some situations you may find yourself in when a customer picks up their embroidery order.

1. Quality of Embroidery

2. Wrong Logo

3. Wrong Thread Colors

4. Wrong Sizing

5. Wrong location of embroidery.

What are some ways you diffuse the situation and have your customer leave happy without giving them the order for free?

Some ideas that help us.

1. Order approvals

2. Art approvals

3. Customer tries on samples

4. Customer views a stitch out of their logo

5. Get 50% down so at least you have a bargaining chip.

I could go on with all the different situations.

Let me know what you have experienced by leaving a comment


Erik Mickelson

Operations Manager


*New* Online Payment for Embroidery Companies: Zoho Invoicing

Do you have trouble getting paid by customers?  I found a great solution to help you get paid faster by credit cards. This product is called Zoho Invoicing. Zoho allows you to create an invoice and email it your customer for payment. The customer will receive a link for payment.  There is a secure gateway to your credit card processing site.

I have found using Zoho makes it easier to get 50% down on an order or payment for art fees.  Customers don’t like to call in and give their credit card number out. Zoho lets the customer type in all their credit card information securely.


1. Secure credit card transaction

2. Receive payment faster

3. You don’t have to call the customer for their credit card number.

4. You can get prepayment for art fees. (we all know that customers don’t like paying art charges)

Below is an example of a invoice used by Northwest Embroidery.


Zoho Invoices
This is an example of a Zoho invoice used by Northwest Embroidery. You can receive online payments via Zoho

Sample Job Description: Embroidery Inside Sales Job Description

Inside Sales Job Description

General Job Summary: Achieves maximum sales profitability, growth and account penetration with an assigned group of customers by effectively selling custom apparel and promotional items.

Core Functions:
– Promote/sell/secures orders from existing customers through a relationship-based approach.
– Create marketing packages by the use of custom apparel and promotional products, so our customers can use it to promote their business. Marketing creativity is a plus!

– Responsible for assigned sales quota and customer satisfaction goals.
– Make telephone calls or in person visits to an existing customer base.
– Develop clear and effective written proposals for current prospects and customers.
– Coordinate sales effort with marketing, sales management and production.
– Plans and organizes personal sales strategy for maximum return on time investment for your customer base.
– Supplies management with oral and written reports on customer needs, problems, interests, competitive activities and potential for new products and services.
– Participates in trade-shows, local leads groups and chamber of commerce.
– Cultivate client relationships
– Record all customer contact into the CRM,

Education: 2 year degree or an exceptional sales background
Experience: At least 2 years in sales.
Computers: Outlook, Word, CRM programs, Excel:

Compensation: Base plus commission
– You get a current book of accounts that you will earn commission on.
– If you stay in contact with accounts and grow them you will make a nice base plus commission.

Sample Job Description: Embroidery Production Manager


POSITION: Production Manager


To keep the embroidery factory running efficiently and effectively while producing the highest quality embroidery in the Northwest.


  • Manage the Embroidery Factory
    • Manages all factory employees.
    • Human Resources
      • Hire and Fire
      • Handle employee problems: Attendance and Attitude
      • Reviews Timecards
      • Makes sure employees follow the handbook rules.
    • Quality Control
      • Fixes quality control issues.
      • Makes sure embroidery quality is the Northwest’s BEST.
    • Productivity:
      • Oversees the production output by entering it into Shopworks.
      • Manages employees to make sure they know how to use their machines.
      • Schedules production due dates.
    • Other Duties
      • Scans run cards
      • Marks shipped in Shopworks
      • Works with office and outside sales on order questions
      • Runs machines, sew patches, merrow, trim, steam.
      • Purchases Supplies from Costco
      • Checks in: Thread, bobbins, tape and other supplies
      • Helps with Shipping and Receiving.
      • Tracks down missing run cards.
      • Picks out garments
      • Locks up building
      • Oversees Christmas party and potlucks.
      • Creates run cards

Sample Job Description: Order Coordinator:

This is a sample of a job description for an embroidery factory:



POSITION: Order Coordinator

REPORTS TO: Operations Manager


Processes all sales reps orders to ensure the accuracy, completeness, and on-time delivery.


  • Work with sales reps on their orders to ensure accuracy and production ready.
    • Artwork
    • Due Dates
    • Correct Pricing
    • Completeness
  • Purchases blank garments from suppliers.
  • Purchases goods and services from our subcontractors
    • Screen printers
    • Ad Specialty Vendors
  • Follows up on orders with the production department, vendors and subcontractors.
  • Coordinates artwork with the art staff
    • Embroidery Digitizing Artwork
    • Screen-print Artwork
    • Ad Specialty Artwork
    • Embroidered Emblem Artwork
  • Vendor Returns: Work with the vendor to make sure orders are returned in a timely fashion.
  • Order Salesperson Samples
  • Data Entry into order entry system called Shopworks.



  • 2 Year Degree. Bachelor’s degree is preferred
  • Prior experience with purchasing. Working for an embroidery or Ad Specialty company is a plus.
  • Bookkeeping experience is a plus


NOTE: The responsibilities and tasks outline in this document are not exhaustive and may changes as determined by the needs of the company.

Customers that want discounts

We are in our 4th quarter busy season at our embroidery company.  I had a difficult customer that came in to pick up their beanies and he wanted to have a discount. The customer already knew the price before placing the order. He wanted a $72.00 discount because he believed he should receive the larger quantity discount. This customer orders $300.00 every 2 years. I stuck to my guns and didn’t give him a discount and he paid and stormed out of our office. The next day he called back and apologized to me for his rude behavior. He said our prices are fair and our quality is excellent. He will be coming back for more future business. Just remember to stick to your pricing and don’t give into the customer that wants to chisel your price down.