Coach's Corner
by Fred Albrecht

$85,000.00 ERROR - What do I do now?

Over the years, I have continually coached all of our sales reps and employees to appreciate the true value our "preferred" vendors bring to us. No it is not a "magic pill" that makes all human error leave the universe, they make mistakes too. I wanted to share this story with you all and then read on for the "moral of the story". Here are Tracy McClure's own words describing the shock and awe when a misprint was found on a $85,000.00 order that had been proofed three times, original art, virtual proof and finally a production sample. The first two were approved and correct, the final production sample had the word "CHILDREN" misspelled, missing the "i" in Children. The production sample was sent directly to the end user and signed off on an approved by them....here is Tracy's story:
 

This order started to go "SOUTH", when the factory realized that their factory in China imprinted over 30% of these "crooked". When in the process of redoing the bad imprinted ones (in the states), they realized the logo had a misspelled word. Now the proof didn't have a misspelled word, and we approved a CORRECT PROOF. But, when China ran a "pre-production sample", NONE OF US CAUGHT the misspelled word including the client who received it and signed off on it. Because the small text under the main logo was so small, and the word was like an optical illusion....as if it was correct. My client approved it, so all 50,000 pieces were ran with a misspelled word. Just goes to show you when your approving a pre-production sample, get your magnifying glass out.  We have approved many an overseas order, but just goes to show you folks....THIS CAN HAPPEN TO YOU!!! (so beware). When we first caught this misspelled word, and knew we had 50,000 pieces, I called my client, I said we both (the client and Albrecht) signed off on this, so we are responsible for this. My client's response, "I have a sick feeling in my stomach".  We got back to her 4 hours later and said, The owner of Albrecht, and the owner of the factory (EVANS), are going to redo the 50,000 pieces at no cost to you.  Her response.....THANK YOU THANK YOU THANK YOU, I will take better caution next time when approving a pre-production sample.  NOTE: we never told the client we were all scrambling days before this because we thought 30-40% of the job was imprinted crooked. Evans came thru for us!!!  And re did 50,000 pieces in the states in 7-10 business days (client said AMAZING!!!) Client is very happy and cannot believe we are "redoing" them at no cost to them.  

 

When this all happened I was in shock, and in Chicago at the ASI Summer Show, away from my desk and p/o (I had no numbers to call to get all this rectified), and quite frankly I was in shock.  So if Cory, Tina and Alicia wouldn't have taken this over I don't know what I would have done.  THANK YOU EVERYONE FOR MAKING THIS VERY BAD SITUATION TURN AROUND........

Tracy McClure

(248) 240-5716  

 

Now the Moral of the Story:

1)      Evans is an awesome supplier and one of our "preferred vendors", we could easily have outsourced this item, it was a simply "hot pad". We could have quoted this direct to China or through an importer, we CHOSE to rely on our great supplier at a higher net cost. I do not believe any other supplier would have redone these at no charge given the final production sample was signed off by us and the end user. Certainly if we had sourced these direct overseas and prepaid the Chinese Supplier, our money would be gone and we would be out of luck. Evans had the US manufacturing capability to back up the China source and remake the order and still get delivery in time.

2)      Tracy had all her "ducks" in a row, she had all of the SIGNED documents from the client showing the CLIENT had actually SIGNED off on the proof. This reinforced to he client that she had responsibility in the matter. Awesome job on her paper work as always!

3)      We saved an untenable situation and tuned Tracy into a HERO with her client.

4)      Tracy relied on here entire inside support team to manage the crisis and allowed us to resolve the bad situation without "beating up" the factory, Evans was all about finding the solution that worked for all of us even at a huge loss to them financially. The president of the company was in the production facility helping to remake the order.

5)      Proforma Albrecht's Purchasing Clout - In addition to the 400 Million dollars purchasing clout, our relationships with our suppliers mean more than GOLD to us which is why we treat them as true partners with respect each and every day. You never know when you need that one BIG favor.

6)      SELL MORE EVANS TO SHOW OUR SUPORT FOR THEM AND TRACY!

 

 
Success Stories

REFERRALS - Follow up Story: After my story last week introducing our "Thank you" Site, I received two more awesome success stories from sales reps who have implemented their own "Thank you" programs:

 

From: Lisa Gilreath, Covington, Ky.

Hi Fred,

Thanks for the mention in the Albrecht Advantage.  Just this month I booked over $8000.00 in referral business including an order placed today at 54% profit!  (Today's order was the referral of a referral I received last month!)

It really does work!!

Hope you guys are having a great summer!

Lisa Jordan Gilreath

PROforma/Albrecht

 

From: Jeff Grimm, Cincinnati, Ohio

Recently, I sent out a request to my better customers asking for a referral. Turns out, a long-time customer is a board member serving a national fundraising foundation. Part of his responsibility is to purchase custom branded performance Tee shirts for all participants in the annual 5K fundraiser race.

 I can't say this "referral" actually brought me a new customer, since we've known each other for years; however, it presented an opportunity to serve my customer on a personal level. It opened the door to this customer's personal life and passion. This fall the event is hosting about 1100 runners. I gained a nice $7300 order, which makes it my 3rd order from as many referrals. A 100% closing rate since kicking off the program in early June.

Special thanks to Brian at Starline for extending special pricing and free set-up charges on the Bluetooth ROXBOX, my incentive prize. And also special thanks to Marc @ Bodek & Rhodes for extending the sale price on the A4 Marathon Tee.

 

In the near future I will take advantage of the new   http://www.thankyou.proformaalbrecht.com  referral redemption process!

Thank you for all of your help and support.

 

Best regards,        

 

Jeff Grimm

Proforma Albrecht Co.

Home of Creative Promotions!

 
Jessica Brandenburg - Proforma Creative Services
 

Why use Creative Services?
Save money, save time, focus on $500/hr work. Position yourself as a Creative Solutions provider. Build stronger relationships with customers. Separate yourself from competition. Be the One Source for all of your customer's needs.

 

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Video of the Week 
Creative Services Infomercial 
Watch the Creative Services Infomercial
Unique New Product Idea!
  

Make your Customer a Rock Star-
Check out this unique product from my friend Eric Brooks who works for a Proforma Owner in Cleveland. They have has great success with this unique item. The customers are using it as a theme for an event, a product give away, trade show booth attention getter and even an award program. Who does not want to be a "Rock Star", these are actual working Guitars and retail about $300.00. Check out the website and additional photos.

 

The vendor is Brand O'Guitar.  Website is www.brandoguitar.com To log in for pricing, the username is rock and password is star.

 

My contacts are Lisa and Gino Gavoni  407.732.6859 or lgavoni@brandoguitar.com and ggavoni@brandoguitar.com.  They'll do virtuals of any style.  Accessories include straps, stands and cases. They also wrap drumsticks.

 

Great people to work with.

  
Are You Ready for Some Football?

 

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Check out these Back to School sportbottles from Allen Colorcraft. Click on the image for a larger view.

 
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The monthly special for August is "1" FREE Spec Sample on any of our shirts, sweaters, or vests (Up to 6,000 stitches). Stitch counts over 6,000; are $0.50 per each additional 1,000 stitches. Digitizing & product included. Free Shipping as well.

Visit www.edwardsgarment.com to view our wide selection of apparel and uniforms.
 
Direct your customers to www.businessgarments.com for their viewing pleasure.  

Contact Your Outside Rep or email myself; Jason Sulen (Proforma Inside Sales Rep) at: jsulen@edwardsgarment.comĀ  

 


Fred Albrecht
513-753-2580

Proforma Albrecht & Co.
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