How do you deal with customers who want samples for small orders?
We're a small family-owned business printing for customer orders ranging from 1 piece to 500 pieces. I'm having trouble developing a policy for providing samples to the small order customers.
If the potential of the order is closer to 500 pieces, we would order a few shirt samples with no issue. That's a no-brainer. But what about a customer that wants just 6 shirts made?
Case in point...I have a customer looking to get 6 v-neck ladies tees that run long to cover their bellies and range up to size 3XL for a volleyball team. Let's say I source that style and find three different suppliers that might fit those specs. These are shirts I haven't ordered before and have no idea how they run or shrink, wash or anything. If I order in just two samples for them to check out and pay for the shipping, I've lost a good portion of the already minimal profit on this order. How do you deal with that?
My customers seem to think that I should "just know" how all these run or I should freely order them samples that they can return if it doesn't work but them I'm out all that time and shipping cost and then I have a store full of samples that no one else may ever need.
So I'd like to hear from all of you on how you deal with this issue. Do you have a store policy for blank shirt samples?
I'm not a service printer, but it sounds like you need to learn the word "no".
When someone asks you a question that amounts to "Can I screw you over and make you lose money on this order?" the only sensible answer is "No." You might phrase it nicely, but it is what it is.
You need to develop a simple policy you can then enforce. For example, not providing samples of blank garments, or only providing them in a selected list of styles (ones you know another customer will order down the line, or the wholesaler will allow you to return).
Customer service is a delicate job. You are the boss, not the customer - you can't let them dictate terms. On the other hand, you have to be nice to them, not burn bridges, etc. Somewhere in there you have to work out how to not give in, hopefully still retain the customer, and walk away without regret if you can't.
I keep a couple samples on hand from previous jobs and show them, they get to see shirt quality and the texture on the shirt with the print
That wouldn't be a problem if it was a standard shirt. However, in this particular case they are asking for something I don't have on hand and have no experience with. I wouldn't have those on hand.
I agree with you Solmu. It just seems like common sense but somehow the customers look at me like it's ridiculous that I won't get these samples in for them. And they are put off.
Due to that common negative response, I took a poll (non-scientific of course)among my friends outside of this industry. I asked what they would expect of me as a supplier if they were the customer. All of them said they would expect me to order all the samples (in this case 2 or 3) for them to view. It's shocking to me. In the end I have to say no to this customer and I know it. But I just hate having the negativity if there is a reasonable compromise I could come up with instead.
I'm still curious to see how other printers have made their policy.
I would simply explain that you don't feel comfortable doing the order on something you are unsure of. After all you are only human. They will most likely go somewhere else, but if they ever need another job done, they may respect you for turning away this order if you are unsure. Don't do it if you can't do it right.
I asked what they would expect of me as a supplier if they were the customer. All of them said they would expect me to order all the samples
I didn't think I was that far from having a customer's perspective, but that just makes absolutely no sense to me. I'd certainly expect catalogues and the like, and samples would be good, but I wouldn't expect them on a speciality item. Not at your expense anyway - I'd assume you'd order them on my behalf, but I'd also assume I'd have to pay for them regardless of whether or not I decide to use them.
I would simply explain that you don't feel comfortable doing the order on something you are unsure of. After all you are only human. They will most likely go somewhere else, but if they ever need another job done, they may respect you for turning away this order if you are unsure. Don't do it if you can't do it right.
That sounds like a smooth way of saying it. Plus, it's true. I like it.
Quote:
Originally Posted by Solmu
I didn't think I was that far from having a customer's perspective, but that just makes absolutely no sense to me. I'd certainly expect catalogues and the like, and samples would be good, but I wouldn't expect them on a speciality item. Not at your expense anyway - I'd assume you'd order them on my behalf, but I'd also assume I'd have to pay for them regardless of whether or not I decide to use them.
I agree. I was shocked at my friends' responses. Why would I order 2-3 samples on my dime of a product I might never use in the future for a 6 piece job?! I just don't get it.
I'm still hoping some formum printers post their own policies for me to evaluate. I really need to create some clear guidelines so other staff doesn't stumble on this issue when it happens again.
I'll do a sample of an item that's in stock if I feel the customer is real and not just looking for a free shirt...and some are. I had one customer who pressed the issue and wanted a special order sample on an order of 10 shirts. He owned a Mexican restaurant. I told him I wanted a good steak for dinner and asked him if I could come in and try a sample. He said, We don't serve steak. I said, But I'm the customer and you should order it in if you want my business.
He argued that it was not the same thing. I argued that there was no difference between him spending $100 on a T-shirt order and me spending $100 on a dinner for 3. He said...But I can't make any money if I special order a sample for every......and that's about as far as he got.
I didn't get the job. He ended up paying more, didn't get any samples and wasn't happy with the job. Funny thing was, I did have samples of prints on similar fabric.
My policy is ...if I have a sample on hand I will do it but I just never order a sample for less than a possible 50+ otherwise I politely tell my customer that They will have to pay for the shirt..I pay the shipping cost..fair split. we cannot be in the business of giving away a shirt just on spec..
He argued that it was not the same thing. I argued that there was no difference between him spending $100 on a T-shirt order and me spending $100 on a dinner for 3. He said...But I can't make any money if I special order a sample for every......and that's about as far as he got.
It's great to put it in their perspective. That's good humor.
Quote:
Originally Posted by charles95405
My policy is ...if I have a sample on hand I will do it but I just never order a sample for less than a possible 50+ otherwise I politely tell my customer that They will have to pay for the shirt.
Thanks for posting that Charles. This is what I'm most interested in...other business' policies.
Quote:
Originally Posted by highstyleinc
Heidi- Are you looking for a sample of a written policy for someone to post so you can write something similar for your store?
A copy of a written policy would be fantastic but even just general discussion about what each of you do to at your own business. I have to develop written guidelines for my staff to follow AND come up with a nice way of saying "no" without burning bridges with customers.
My plan it to offer a limited number of shirts as my standard product. I'm planning to stock men black and white 100% cotton t's, which i'll purchase in bulk and be able to pass the savings along to the customer. I'm going to make sample shirts using these basic t's. For potential customers who i believe it is worth giving a shirt, i'll give it free. For others i'll say they can keep it for $5.
Any shirt other than my basic stocked models will be priced from a local wholesaler and i'm fortunate to have an employee who lives near the wholesaler, so i'll price the shirts as delivered via UPS ground, but have then overnight and actually make a profit. Being so close to the wholesaler, ground shipping would be 2 days.
The customer can order any shirt they want, but the only one i know about is either this black one or that white one. Order whatever you want and i'll print on it. Watch out for textures...
Im with charles. If all they are looking for is 5 or 6 shirts they are out of luck on hand outs, they need to pay for the samples(full price). place a 500 shirt order and shute I'll give you a sample or two and I may even throw in a couple of hats as a promo. Small runs are enough trouble without costing more than they all ready do.
I agree. And, like I said before, it seems like common sense from our perspective but not so much from the customer's perspective. After running into this issue several times (and always having the customers scoff at the thought of paying for the sample), I thought maybe everyone else was handing out free blank samples and we were the only business left on the planet that charges for them. I'm thankful for your answers. At the very least, it puts this issue back into perspective for me.
This is a discussion about Developing Samples Policy / Samples Program that was posted in the General T-Shirt Selling Discussion section of the forums.
Developing Samples Policy / Samples Program 
