Every holiday order needs a place to go
Prepare your shop to keep its promises
By Aaron Montgomery
Image Source Limited – stock.adobe.com
It’s a Tuesday afternoon in a print shop in November. The presses are running, the shipping table is full, and your team has a plan for the rest of the week. Then a customer calls. They need 75 hoodies for their company party next Friday. It is a good order from a good customer. You hear yourself say, “We can probably make that work.”
You hang up and realize nobody asked which hoodies, whether the artwork is ready, or where those 75 pieces will fit into your already busy schedule. The person running production does not know about the promise yet. The customer thinks Friday is settled. Your team thinks the schedule is settled. You are the only one who knows both things cannot be true without a change.
I have spent a lot of years around decorators and small business owners. Most of the holiday trouble I see starts with an understandable desire to help. We want to solve the problem. We want the sale. And we have pulled off enough last-minute miracles that we start believing there is always room for one more. Then the miracles begin showing up three at a time.
Last month, I wrote about preparing for the holiday rush before it arrives. Forecast the work, check what your shop can really produce, talk to suppliers, and set deadlines. That work matters. Now November is here, and the orders are coming in. The question becomes more immediate: How do you keep the promises you have already made when another opportunity walks through the door?
Plant a better question before you say yes
Every order takes a place on your schedule, even if you never write it there. Also, even if you don’t have an office schedule, it takes up time in your day. It uses time for artwork, ordering blanks, printing or decorating, checking the finished product, packing, and delivery. A change to one job can reach into several others.
The 75-hoodie order might fit beautifully. Maybe this customer reorders the same garment every year, the art is approved, and you already know the decoration method. Or perhaps the customer wants a color that is out of stock, three logo options, individual names, and a guarantee that everything will be at the party by noon. Those are two very different jobs hiding behind the same quantity of hoodies on a quote.
I talked about this at PRINTING United when I asked shop owners to think about the hidden cost of each yes. A $1,000 job that requires new sourcing, extra design work, and several interruptions can leave less profit than a $500 repeat job that flows through a process you and your team are good at producing.
Before you promise a date, ask: Is this job ready? Does it fit what we do well? If we accept it, what has to move? You can still say yes to a challenging order. Make it an informed yes, with a price and delivery date that reflect the actual work.
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Prepare the shop to keep its promises
Start by deciding when an order is ready to enter production. For the hoodie job, that might mean the customer has approved the art, confirmed sizes and quantities, selected an available garment, paid the required deposit, and agreed to the delivery method. Until then, the job is waiting for information. For example, maybe the customer said they want blue hoodies. A quick search on Sanmar’s website for “blue hoodie” returned 308 products. Each one of them is very unique. So you ask the salesperson to be more specific, and they say, “just a dark blue hoodie.” So you put a dark blue hoodie in front of them, and the salesperson says that is great. Now ask them to sign off on that, verifying it is what the customer wants. All of a sudden, they go make sure the right hoodie is selected. But look at all the time in that back-and-forth, and if your production is waiting for that information.
Or how about the times when customers say, “Go ahead and put me on the schedule. I will send the sizes tomorrow.” Tomorrow may become Thursday. Meanwhile, you may turn away a job you could have finished. Tell the customer what you need and when you need it to hold the requested date. If it arrives late, check the schedule again before renewing the promise. That is fair to the customer and to everyone already in line.
Give your team one place to see the day’s commitments. A whiteboard, spreadsheet, or job management tool can all work. A job’s stage tells you where it sits. During the holiday rush, add one useful detail to that view: the next decision each job needs. “Waiting for art approval by 2 p.m.” tells the team more than “pending.” “Blanks due Wednesday” gives someone a reason to follow up before Wednesday afternoon.
Then look at how much work is open at once. Picture a shop with 12 jobs started, blank shirts in three corners, proofs in two inboxes, and the one person who knows what belongs together out sick. Everybody looks busy, but very little is leaving the building. Finishing two ready jobs before opening four more can free space, clear questions, and give the team a win. Batch similar work when it makes sense, but do not let batching hold a promised job hostage.
Late changes need a clear path too. If that hoodie customer calls after approval to add six pieces and change two names, who decides whether it is possible? The person who answers the phone should not have to guess. Give one person the authority to check the blanks, artwork, production time, price, and delivery date. That person can offer the added pieces on a later date, quote a rush charge when there is genuine room, or say the current run is closed. A change is a new decision, not a tiny favor that magically happens between other jobs.
And one last thing that I believe is extremely important is communication. Build a short team check-in into each day. Ten minutes before production starts may be enough. Ask what must leave today, what is waiting on a customer or supplier, what changed since yesterday, and who will contact anyone affected. Keep the discussion about decisions. Your team does not need a 45-minute meeting about every order.
Making one honest promise today
So back to that call on Tuesday about the 75 hoodies. I would encourage you to have a new anchor statement or way to handle those requests. Instead of “We can probably make that work,” you could say, “I would love to help with the party. Let me confirm the garment, artwork, sizes, and our production space. We will give you a firm answer by 3 p.m.”
That short pause gives you room to do your job well. Check with the team. Find out whether the desired hoodies can arrive. See what is already committed for next week. If the order fits, offer a clear approval deadline and price. If you have room for 50 by Friday and the other 25 on Monday, say that. If the only way to meet the date is to delay a job you already promised, weigh that cost before you agree. A customer may choose an alternate garment, a smaller first batch, pickup instead of shipping, or a later delivery. Give them a real choice.
Make one change in your shop today: Pick the order most likely to cause a surprise and ask what decision is missing. Is the artwork approved? Are the blanks actually available? Does the person decorating it know the deadline? Is someone supposed to update the customer? Resolve that one loose end before it turns into tomorrow’s emergency.
Then write a simple rule your team can use for the next new order. It might be, “We confirm product, art, quantity, and schedule before promising a delivery date.” Put it where orders come in and use it yourself. If you make an exception, tell the team what changed and what work takes its place.
A clear yes and an honest no, or a better option that you can deliver with confidence is the best customer service. The holiday rush may fill the calendar. You still get to decide what goes on it, what each promise requires, and how your people will carry it through.
Aaron Montgomery is a business facilitator and author of “The FUNdamentals of Business Success” and “The Gratitude Shift: A Simple Path to Find More Peace and Joy.” With nearly 30 years of experience guiding small businesses, Montgomery helps people fall back in love with what they do each day. For more, visit consultaaron.com.
