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7 Ways To Say No And Still Keep Your Screen Print Customers

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  • Post published:Jul 25, 2022
  • Reading time:11 mins read

Saying ‘no’ can be one of the toughest challenges for a screen print business owner, especially when facing a client eager for something you simply can’t deliver. Yet, turning down requests is essential to safeguard your company’s long-term success. Explaining why a specific request doesn’t align with your business often resolves the issue. But when explanations fall short, what’s the best way to respond? In these moments, handling client expectations effectively becomes key to maintaining a strong client relationship while protecting your business boundaries.

1. Understand The Root Cause Of Problems

To truly understand and resolve customer issues, you must practice active and empathetic listening. This involves asking the right questions, paying close attention, and demonstrating genuine interest in the customer’s feedback.

Start by identifying why the client might be unhappy. Is their concern about product quality, delivery time, or possibly communication issues? By focusing on the root cause, you can respond transparently and assure them that their concerns are taken seriously.

Examples Of Good Responses:

Question: Can we first receive a sample run?

Response: Certainly! A sample run is a great way to ensure you’re happy with our work before we move forward. For this, I’ll just need a deposit to cover the materials necessary to complete the sample with the same quality we’d apply to your full order. Once we’re set with the sample, I’ll be able to provide you with a timeline for the full project.

Question: Can you give me a discount?

Response: I’d love to help work within your budget! If you have a specific number in mind, please share it with me, and I can explore ways to adjust our options or quantities to match that figure. My goal is to deliver great value while ensuring you’re satisfied with what you’re getting, so let’s see how we can make this a win-win!

Question: Can you add these quick extra items?

Response: Of course, I’m happy to accommodate additional items! I’ll simply include these in your final invoice so you have a clear record of each service. Adding extras often makes the project even more unique, and I’m always ready to help make those enhancements part of the final result.

Question: Can we get unlimited artwork revisions?

Response: Certainly! My original quote covers two rounds of revisions to get everything just right. If you find you need further adjustments after that, we can easily move to an hourly billing structure. This way, you have the freedom to keep refining your vision while staying in control of the costs.

2. Listen First, Then Reply

One of the biggest lessons I’ve learned in business is that when someone asks for something, there’s a reason behind their request. They’re not just being random or demanding; there’s always an underlying issue or need that is driving them to make their request in the first place.

The best way to say no and still keep your customers happy is by listening first and then replying. Take some time before responding with a “no” and listen carefully to what they say. What exactly do they want from you? Is it possible that you can give them what they want through another method? If so, great! That’s one less customer who will be upset with you because they didn’t get their way today. Even if it’s not possible for both parties to come up with a mutually beneficial solution, paying attention is essential. It creates lifelong customers instead of inconsistent ones.

Examples Of Good Responses:

Question: Can you expedite my order to have it ready by tomorrow?

Response: I understand you’re in a time crunch. Let me check our current production schedule to see what we can do to accommodate you. We typically need a bit more lead time, but I’ll see if there’s any flexibility.

Question: Can I change my design colors after you’ve started the process?

Response: I’ll review where we are in production. While last-minute changes can be tricky, I’ll see if adjustments are possible without affecting the timeline.

Question: Why is there an extra charge for custom inks?

Response: Good question! Custom inks require a bit more setup time and specialized materials. If cost is a concern, I’m happy to discuss other options that might align better with your budget.

3. Explain Your Screen Print Process

Explain the screen print process to customers. Send an email or a link to your website that explains the steps involved in creating their order. Also send artwork approvals, product mockups, and detailed invoice breakdown. This will help eliminate last-minute changes and delays.

Keep them informed along the way. If anything changes with production, let them know as soon as possible so they can make any necessary adjustments. Avoid having a whole screen print run ruined because of something out of your control (like out-of-stock shirts). Keep customers updated on social media when there are any big announcements! It’s really helpful when people see how much effort goes into each project and how much love goes into even just one shirt!

Examples Of Good Responses:

Question: Why can’t you print small text on my shirt?

Response: Our screen printing process has certain limits when it comes to very fine details. Small text can sometimes blur or lose clarity. I’d be happy to suggest alternative font sizes or other design adjustments for the best results.

Question: Why does it take so long to get a mockup approved?

Response: Mockup approval ensures your design looks exactly as you want before we print. This step includes reviewing artwork details and colors to avoid any surprises. We’re committed to delivering a product you’ll be happy with!

Question: Why is a color match fee included?

Response: Our color matching process is designed to get your brand colors as close as possible in print. It takes extra steps, but it helps ensure that the final print looks just like your original design.

4. Frame Your Response Without Being Defensive

A simple, straightforward response can make all the difference in addressing client concerns. Use clear, everyday language and avoid jargon, ensuring your message is easy to understand. Be polite and respectful, maintaining an approachable tone even if you’re saying “no”—clients who feel acknowledged and valued are more likely to respect your decision. Keep your message concise and focused, without defensiveness, to show that you value their business. A kind, straightforward approach can go a long way in preserving positive client relationships.

Examples Of Good Responses:

Question: Can you match the pricing I get from another shop?

Response: We strive to offer competitive pricing, but we’re also committed to maintaining high-quality materials and service. While I can’t match that exact rate, I can help tailor an option that meets your budget.

Question: I need a discount. What can you do for me?

Response: We work hard to keep our prices fair. If you’d like, I can explore options that may bring down the cost a bit, such as adjusting the design or quantity.

Question: Why do you have minimum order quantities?

Response: Our process involves setup work that makes larger runs more efficient. However, if you’re looking for fewer pieces, we can explore other methods like DTF or DTG that may work better for smaller quantities.

5. Offer Screen Print Alternatives

To build a lasting, beneficial relationship with your screen print customers, offer solutions that help their business grow and keep them engaged with yours. Instead of a rigid “take it or leave it” approach, provide options aligned with their goals and supportive of your business. Highlight cost-effective choices, such as showing clients how they can save with lower per-unit costs or bulk discounts when committing to long-term contracts, tailoring these offers to fit both your business culture and their needs for a win-win partnership. 

Additionally, simplify implementation by presenting easy-to-adopt solutions, even for customers new to these strategies; removing barriers encourages them to explore valuable options confidently. This approach reinforces customer loyalty by showcasing the value you bring, benefiting both their experience and your business efficiency.

Examples Of Good Responses:

Question: Can you print a single custom t-shirt for me?

Response: We specialize in larger orders for screen printing, but if you only need one shirt, we offer DTG printing, which is perfect for single items with detailed designs.

Question: Can I switch from a 6-color print to an 8-color design at no extra charge?

Response: Increasing color adds setup and ink costs, but I can suggest ways to keep it within 6 colors while achieving a similar effect. If you’re open to it, let’s look at how we can adapt the design.

Question: Is it possible to get my design on multiple shirt types without extra setup costs?

Response: Each shirt type requires a setup change for the best quality, but I’d be happy to work on a package that keeps costs manageable while giving you the variety you need.

6. Be Proactive And Follow-up

Customer follow-ups are essential for screen printing businesses to boost client satisfaction and gather valuable feedback. By reaching out after completed and paid jobs, you demonstrate ongoing support, show clients you value their experience, and invite them to share insights that could improve your service. Follow-up emails also strengthen your relationship with customers, increasing the chances they’ll return for future orders. 

Building these connections not only encourages repeat business but also helps your shop stand out to new potential clients who appreciate reliable service from a proven partner.

7. Seek Screen Print Customer Feedback

Asking for customer feedback is essential for building a better business, providing valuable insights that help you improve through a quick call, email, or formal survey. Feedback matters because it prevents repeat issues by highlighting what went wrong, allowing you to avoid similar situations in the future. It also builds trust and loyalty; showing customers you care about their opinions strengthens loyalty, especially with repeat clients. 

Even negative feedback can be transformed into a positive when managed well, turning challenges into opportunities to reinforce your company’s reputation. This responsive approach to feedback keeps your business trusted and ready for growth.

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How To Say No Without Losing Screen Print Customers

Mastering the art of saying “no” can elevate your screen print business by creating clear boundaries while keeping customer satisfaction high. By actively listening to clients, transparently explaining your processes, and offering viable alternatives, you build a foundation of trust and respect that strengthens customer loyalty. Remember, keeping customers in the loop, responding politely, and following up shows commitment to quality and client experience. Implementing these strategies ensures you protect your business boundaries while fostering lasting, positive client relationships—helping your screen print shop grow sustainably.