Flexibility and Willingness to Work with Customers: Making It Work for Everyone
When David’s Healthy Mouth first called us about embroidered polo shirts for their dental practice, they had a tight budget, a specific deadline for their grand opening, and some unique ideas about how they wanted their logo to look. Instead of telling them what we couldn’t do, we sat down together and figured out how to make their vision work within their constraints. That’s what flexibility really means – finding ways to say “yes” when other shops might say “no.”
As Kevin McClanahan, after 35 years of working with over 12,800 clients, I’ve learned that every organization is different. What works for a big corporation like General Atomics might not work for a small preschool like Future Achievers. The key is being willing to adapt our approach while still delivering the quality results that make everyone happy.
Starting Where You Are, Not Where We Think You Should Be
Real flexibility means meeting clients where they are in their journey, whether they’re just starting out or they’ve been in business for decades.
Working with First-Time Clients : When someone like the team at Chai Vekayam contacts us for their first embroidery project, they might not know the difference between embroidery and screen printing, or why thread count matters. Instead of overwhelming them with technical details, we start with simple questions: What do you want to achieve? When do you need it? What’s your budget? Then we build from there.
Adapting to Different Business Sizes : A small business like Smaq Daddy BBQ Rub has different needs than San Diego International Airport. The small business might need just a dozen shirts and want to pick them up personally, while the airport needs hundreds of uniforms delivered to multiple locations. We adjust our processes to work for both.
Meeting Budget Realities : Not everyone has unlimited budgets, and that’s okay. When schools like Future Achievers Preschool need embroidered shirts for their teachers but are working with tight education budgets, we help them find solutions. Maybe that means suggesting a simpler version of their design, or finding a less expensive shirt that still looks professional.
Understanding Different Timelines : Some clients plan months ahead, others need something next week. We work with both. Our regular turnaround is seven to ten days, but when Mount Erie Baptist Church needed shirts for an unexpected memorial service, we made it happen faster because it mattered to them.
Making Complex Things Simple
One of the biggest ways we show flexibility is by taking complicated embroidery decisions and making them easy for our clients to understand and navigate.
Explaining Options in Plain English : When Harbor Maritime asks about getting their logo embroidered, we don’t start with technical jargon about stitch density and digitizing. We show them samples, explain what will work best for their marine environment, and let them see the difference quality makes. Then they can make informed decisions without feeling overwhelmed.
Offering Multiple Solutions : There’s usually more than one way to achieve what a client wants. When Blenders Eyewear wanted their logo on both hats and shirts, we showed them how the same design could work differently on each item – maybe embroidered on the shirts and printed on the hats – to get the best results for their budget.
Flexible Ordering Options : Some clients want to supply their own shirts, others want us to handle everything. Some want to pick up their orders, others need delivery. We work with whatever makes sense for each client. Our online catalog has over 3,600 options, but if someone finds a shirt they love elsewhere, we’re happy to work with it.
Accommodating Special Requests : When AleSmith Brewing Company wanted their anniversary logo on brewery shirts, they had specific color requirements that matched their beer labels. Instead of saying “we can’t match that exactly,” we worked with them to get as close as possible and showed them samples until they were happy with the result.
Building Relationships, Not Just Taking Orders
Flexibility is really about building relationships where both sides feel heard and valued.
Learning What Matters Most : Every client has something that’s most important to them. For some, it’s getting the lowest price. For others, it’s perfect color matching or meeting a specific deadline. When we work with healthcare organizations like Lorian Health, we know that professional appearance and durability matter most because their staff interacts with patients every day.
Growing with Our Clients : We love watching our clients grow and changing our approach as they do. When we first started working with some of the schools like Del Norte High School, they might have needed just a few staff shirts. Now they might order for multiple departments, sports teams, and special events. We’ve grown our capabilities to match their growing needs.
Remembering Personal Preferences : After working with someone for a while, we remember how they like things done. Some clients prefer email updates, others want phone calls. Some like to see samples of everything, others trust our judgment. These little preferences matter, and remembering them shows we care about the relationship.
Being Available When Needed : Flexibility means being there when clients need us, not just when it’s convenient for us. When the City of Pasadena had a last-minute need for embroidered shirts for a community event, we made sure someone was available to help them figure out a solution, even though it wasn’t during regular business hours.
Working Through Challenges Together
Real flexibility shows up most when things don’t go according to plan. That’s when clients really see what kind of partner they’re working with.
Problem-Solving Together : When Jack in the Box had an issue with a large uniform order where some of the shirts didn’t match their exact color specifications, we didn’t just offer to redo them. We sat down together, looked at options, and found a solution that worked for their timeline and budget while still meeting their quality standards.
Adjusting When Plans Change : Sometimes clients need to change their orders after we’ve started production. Maybe the school district like Westview High School needs different sizes than originally ordered, or a business like Guild Mortgage Company needs to add more shirts to their order. We work with these changes whenever possible because we understand that business needs evolve.
Finding Creative Solutions : When Keller Williams Realty wanted embroidered shirts for a big conference but realized their logo was too complex for their budget, we didn’t just say it couldn’t be done. We worked together to create a simplified version that kept the essence of their brand while being more cost-effective to produce.
Learning from Mistakes : When we make mistakes – and everyone does sometimes – we fix them quickly and learn from them. More importantly, we use those experiences to become more flexible and better at preventing similar issues for other clients.
Understanding Different Industries and Needs
Every industry has its own culture and requirements, and being flexible means adapting to those differences while maintaining our quality standards.
Healthcare Flexibility : When we work with medical practices like Senta Neurosurgery, we understand that their embroidered scrubs and lab coats need to look professional and hold up to frequent washing. We’re flexible about rush orders when they’re adding new staff, and we understand that color matching is crucial for their professional image.
Education Flexibility : Schools have unique challenges – tight budgets, specific approval processes, and seasonal needs. When we work with schools like Sage Creek High School or Canyon Crest Academy, we’re flexible about payment terms, we work around their academic calendar, and we understand that sometimes decisions take longer because multiple people need to approve them.
Small Business Understanding : Small businesses like David’s Healthy Mouth often need more hand-holding and explanation, and that’s perfectly fine. We take extra time to explain options, we’re flexible about minimum orders, and we understand that every dollar matters when you’re building a business.
Corporate Adaptability : Larger organizations like Qualcomm or ResMed have different needs – they might need everything to go through procurement departments, they might have strict brand guidelines, or they might need coordination across multiple locations. We adapt our processes to work with their systems while still providing personal service.
Making Technology Work for People, Not the Other Way Around
We use technology to make things easier for our clients, not to create barriers or complications.
Simple Communication : Whether someone prefers email, phone calls, or text messages, we work with their preferred communication style. We don’t force everyone to use the same system – we adapt to what works best for each client.
Easy Ordering : Some clients love browsing our online catalog, others prefer to come in and touch the fabrics. Some want detailed written quotes, others prefer quick phone estimates. We provide all these options because different people work differently.
Flexible Payment : We understand that different organizations have different payment processes. Some can pay immediately, others need 30-day terms. Some prefer credit cards, others need to write checks. We work with whatever system works best for each client.
Digital and Physical Options : Some clients want everything digital – files, proofs, communications. Others prefer physical samples and in-person meetings. We provide both because we understand that people have different preferences and comfort levels with technology.
The Personal Touch That Makes the Difference
At the end of the day, flexibility is really about treating each client as a unique individual or organization with their own specific needs, challenges, and goals.
Remembering the Human Element : Behind every order is a person trying to do their job well, whether that’s a school administrator trying to make their teachers feel appreciated, a business owner trying to build their brand, or a healthcare worker trying to look professional for their patients.
Taking Time to Listen : Real flexibility starts with listening. When someone calls us, we don’t rush them off the phone or try to fit them into our standard process. We take time to understand what they really need and why it matters to them.
Going the Extra Mile : Sometimes flexibility means doing things that aren’t technically our job but help our clients succeed. Maybe that’s coordinating delivery times, providing extra samples, or just being available to answer questions when someone is feeling uncertain about their choices.
Building Long-Term Success : The most rewarding part of being flexible is watching our clients succeed. When we help a small business like Future Achievers Preschool get exactly what they need within their budget, and then see them grow and come back for bigger orders, that’s what makes all the extra effort worthwhile.
Why Flexibility Matters
In a world where many businesses seem to care more about their processes than their customers, being truly flexible sets us apart. It’s not always the easiest way to do business, but it’s the right way.
When organizations choose Merlin Embroidery, they’re not just getting embroidery services – they’re getting a partner who will work with them to find solutions, who will adapt to their needs, and who genuinely cares about their success. Whether you’re a small startup or a major corporation, a school or a healthcare facility, we’ll find a way to make it work for you.
That’s what 35 years in business has taught me – success isn’t about having the fanciest equipment or the lowest prices. It’s about being the kind of partner that people want to work with, someone who makes their life easier rather than more complicated. And that starts with being flexible enough to say “yes” when others might say “no.”
Blog Post #27 (FINAL REVISION): “Professionalism: The Quiet Confidence That Speaks Volumes”
When the team at EXP Realty walks into a client meeting wearing their embroidered polo shirts, they’re not just wearing company apparel – they’re wearing confidence. The crisp embroidery, the perfect color match, the professional appearance all send a message before they even speak: “We pay attention to details, we care about quality, and you can trust us with your business.”
As Kevin McClanahan, after 35 years of helping over 12,800 clients look their professional best, I’ve learned that true professionalism isn’t about being fancy or expensive – it’s about doing things right, treating people with respect, and delivering on your promises every single time.
What Professionalism Really Looks Like
Professionalism shows up in the little things that people notice, even when they don’t consciously realize they’re noticing them.
Showing Up Prepared : When someone from Homesmart Realty West calls us about embroidered shirts for their agents, we don’t wing it. We’ve done our homework – we know their industry, we understand what professional real estate agents need, and we’re ready with suggestions that make sense for their business. That preparation shows respect for their time and their trust in us.
Keeping Our Word : If we tell Future Achievers Preschool that their teacher shirts will be ready in seven days, they’re ready in seven days. Not eight days with an excuse, not six days with quality issues – seven days, exactly as promised. That reliability is the foundation of professionalism.
Communicating Clearly : We don’t hide behind technical jargon or industry speak. When David’s Healthy Mouth asks about thread options, we explain it in terms that make sense: “This thread will look great and last through hundreds of washes, which is perfect for medical scrubs that get washed frequently.” Clear, honest, helpful.
Taking Responsibility : When something goes wrong – and occasionally something does go wrong for everyone – we own it completely. No finger-pointing, no excuses, just “Here’s what happened, here’s how we’re fixing it, and here’s what we’re doing to make sure it doesn’t happen again.”
The Professional Environment
Professionalism starts with creating an environment where clients feel confident and comfortable from the moment they contact us.
Organized Operations : When someone from San Diego International Airport visits our facility, they see an operation that runs smoothly. Our equipment is well-maintained, our workspace is organized, and our team knows what they’re doing. That visible competence creates confidence.
Respectful Interactions : Whether we’re working with the CEO of a major corporation like Illumina or the director of a small nonprofit like Aspiring to Inspire Demography and Destiny, everyone gets the same respectful, professional treatment. Good manners and genuine respect never go out of style.
Clean, Professional Presentation : Our facility, our equipment, our samples, and yes, even the way our team dresses – everything reflects the professional standards we bring to our clients’ projects. If we don’t look professional ourselves, how can we help our clients look professional?
Systematic Processes : Professionalism means having systems that work consistently. When Scripps Health places a large order for embroidered lab coats, they can count on our processes to handle everything smoothly, from initial order to final delivery.
Professional Standards in Every Detail
Real professionalism shows up in the details that separate good work from exceptional work.
Quality That Speaks for Itself : When someone from Kaiser Permanente puts on one of our embroidered uniforms, the quality is immediately apparent. The stitching is precise, the colors are exact, the placement is perfect. That quality doesn’t happen by accident – it’s the result of professional standards applied to every step of the process.
Attention to Brand Standards : When we work with companies like ResMed or Cubic Corporation, we understand that their logo isn’t just a design – it’s their brand identity. We treat it with the respect it deserves, ensuring that every reproduction meets their exact specifications and maintains their professional image.
Appropriate Recommendations : Professionalism means giving clients advice that serves their interests, not ours. If a simple screen print would work better than embroidery for a particular application, we say so. If a less expensive shirt option would meet their needs just as well, we suggest it. Our reputation is built on helping clients succeed, not maximizing our profits.
Follow-Through : Professional service doesn’t end when the order is delivered. We follow up to make sure everything met expectations, we keep records so reorders are easy, and we’re available if questions come up later. That ongoing relationship is what professionalism really means.
Professional Communication
How we communicate says as much about our professionalism as the quality of our work.
Listening First : When the team at Harbor Maritime explains their needs for marine industry workwear, we listen carefully before we start talking. Professional communication starts with understanding what the client really needs, not just what they’re asking for.
Speaking Plainly : We avoid industry jargon and technical terms that confuse rather than clarify. When we explain why certain thread choices work better for healthcare applications to organizations like Lorian Health, we use language that makes sense to them, not language that makes us sound smart.
Honest Assessments : If a client’s timeline is unrealistic, we say so – kindly but clearly. If their budget won’t cover what they’re asking for, we explain the options honestly. Professional communication means being truthful, even when it’s not what people want to hear.
Proactive Updates : We don’t wait for clients to call and ask about their orders. When we tell AleSmith Brewing Company that their brewery shirts are in production, we keep them updated on progress. Professional communication is proactive, not reactive.
Professional Problem-Solving
How we handle challenges and problems reveals the depth of our professionalism.
Calm Under Pressure : When Jack in the Box had an urgent need for replacement uniforms after a supplier issue, we didn’t panic or make promises we couldn’t keep. We calmly assessed what was possible, communicated clearly about options, and delivered a solution that worked.
Creative Solutions : Professionalism doesn’t mean rigid adherence to standard procedures. When Mount Erie Baptist Church needed embroidered items for a special service but had budget constraints, we worked creatively to find a solution that met their needs and their budget.
Learning from Challenges : Every problem is an opportunity to improve our processes and better serve future clients. When we encounter a new challenge, we don’t just solve it – we figure out how to prevent similar issues and share that knowledge with our team.
Grace Under Fire : Even when dealing with difficult situations or demanding clients, we maintain our professional demeanor. Getting defensive or argumentative never solves problems – staying professional and focused on solutions always does.
Industry Knowledge and Expertise
Professionalism requires deep knowledge of our industry and genuine expertise in our craft.
Understanding Applications : When we work with educational institutions like Canyon Crest Academy or Del Norte High School, we understand the unique requirements of school environments – durability for active students, professional appearance for staff, budget consciousness for administrators.
Technical Competence : My 58,000 logos of digitizing experience isn’t just a number – it represents deep technical knowledge that helps clients get better results. Professional expertise means knowing not just how to do something, but how to do it best.
Industry Awareness : We stay current with industry trends, new materials, and changing technologies. When clients ask about the latest options, we can provide informed guidance based on real knowledge, not just sales pitches.
Continuous Learning : Professionalism requires ongoing learning and improvement. Our team’s collective 120 years of experience keeps growing because we never stop learning new techniques and better ways to serve our clients.
Building Professional Relationships
The most rewarding aspect of professionalism is the long-term relationships it creates.
Trust Development : When organizations like Guild Mortgage Company or Teradata work with us repeatedly, it’s because they trust us to handle their professional image with the care it deserves. That trust is earned through consistent professionalism over time.
Partnership Approach : We don’t just take orders – we partner with clients to help them achieve their goals. When Blenders Eyewear is planning their marketing strategy, they know they can count on us for honest advice about how embroidered apparel fits into their overall brand presentation.
Mutual Respect : Professional relationships are built on mutual respect. We respect our clients’ expertise in their industries, and they respect our expertise in embroidery and garment decoration. That mutual respect creates partnerships that benefit everyone.
Long-Term Value : The most professional thing we can do is help our clients succeed over the long term. When we see small businesses like Future Achievers Preschool grow and expand, knowing that we played a small part in their professional presentation, that’s what makes all the effort worthwhile.
Why Professionalism Matters More Than Ever
In today’s fast-paced, often impersonal business world, genuine professionalism stands out more than ever.
Building Confidence : When healthcare workers at Sharp Healthcare put on their embroidered uniforms, they feel more confident and professional. That confidence affects how they interact with patients and colleagues, creating positive ripple effects throughout their organization.
Creating Trust : Professional appearance and professional service create trust. When potential clients see the quality of our work and experience our professional approach, they feel confident choosing us for their important projects.
Reflecting Values : The professionalism we bring to our work reflects the values of the organizations we serve. When we do professional work for professional organizations, we’re helping them maintain and enhance their reputation in their communities.
Making a Difference : Ultimately, professionalism is about making a positive difference in our clients’ success. When we help organizations look and feel more professional, we’re contributing to their ability to serve their customers, patients, students, or community members more effectively.
The Merlin Embroidery Professional Standard
At Merlin Embroidery, professionalism isn’t something we put on for special occasions – it’s how we approach every interaction, every project, and every relationship. It’s built into our processes, reflected in our quality standards, and demonstrated in our commitment to client success.
Whether you’re a small business just starting out or a major corporation with established standards, whether you’re a school district serving students or a healthcare organization caring for patients, our professionalism ensures that your investment in embroidered apparel enhances your professional image and supports your mission.
After 35 years in business, I’ve learned that professionalism isn’t about being perfect – it’s about caring enough to do your best, being honest about your capabilities, and always putting your clients’ success first. That’s the standard we’ve built our reputation on, and it’s the standard we bring to every client relationship, every project, and every day.
