Join Terry and Aaron this week as they explore the essential aspects of enhancing the customer experience from initial contact to final product delivery. They'll dive into effective communication strategies that keep customers informed and satisfied, and discuss how to handle complaints to turn negative experiences into positive outcomes. Discover creative ways to enhance your customer service experience by reframing the concept of "the customer is always right" to setting expectations upfront, doing good work, and delivering on time. Tune in for practical insights and tips to elevate customer interactions and build lasting relationships.








Our regular listeners know this, but 2 Regular Guys are all about garment decorating, a bit of fun, and no rants, lectures, or selling. 2 Regular Guys was not created for our employers but rather for our industry. Since February 2013, The 2 Regular Guys have been the first and the most listened-to garment decorating industry podcast on this planet! We are humbled by all of you tuning in each week. We work hard to bring you information that will improve your business and our industry. Take a look at our incredible weekly guest list, and you’ll understand where this industry goes for news, interviews, and the heartbeat of garment decorating. Thanks for listening!



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News
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Dad Joke



Terry: Did you know I was abducted by aliens?



They made me wash my hands, clean my room, and eat my vegetables. Turns out I was on the mothership.




Customer Service



Aaron: This show came about as we were discussing what good customer service really is. This notion of ‘The Customer is Always” right. But we will get to that in a moment. The goal for today is to better define customer service so everyone can determine for them what it means and how to implement good customer service in their business. What is good customer service in your mind, Terry?




My customer service story



Listen to the customer (I could stop right there) and help them to find the product they need rather than 1) what you’re supposed to be selling, 2) what the customer believes they need, and 3) being willing to say, this is not the right product for what you’re trying to accomplish.



I know you’re planning to drill down on this further but Communicate, Communicate, Communicate… not when it’s easy, but when it’s hard!




Talking point (After Terry’s Definition of Good Customer Service}:



BEFORE THE SALE



Learning to say no. Sometimes the best customer service is to turn down the job.



Why customer service is crucial in the apparel and product decoration industry.



"The customer is always right." - Erich pointed out the original quote was 'The customer is always right, in matters of taste. '



Importance of clear communication from the start.



Establishing policies and procedures that let the customers know what is in it for them.







AFTER THE SALE



Surprise Upgrades



The importance of doing good work and delivering on time.



Keeping customers informed throughout the order process.



The role of transparency and honesty in building trust. (When something goes wrong)



Customer service isn't over once the product is shipped/delivered



Customer complaints - Turning a negative experience into a positive outcome.



What is Feedback (FUNdamental #12)



Creative ways to surprise and delight customers.



Personalized Thank-You Notes



Custom Packaging



Customer Spotlight



The Secret Sauce



We serve up bite-sized tips for our #regulators to instantly spice up their decorated apparel business. Just like the perfect wing sauce, these quick tips can transform your business experience, adding flavor and depth to your operations.