How to increase production capabilities without risking customer service!

Published - 23rd July, 2018

When times get busy and production capabilities are pushed beyond the max, how do you make sure you can fulfil your customers’ requirements?

We have all been there at some point in time, where you find yourself at breaking point, deadlines looming, but not enough hours of the day to make the figures work and find extra production space.  At this point, some people would throw the towel in and turn down potential new work in order to fulfil the current backlog.

This method, of course, works for the short term, but by turning down new enquiry’s you risk that roller-coaster effect where it is all or nothing.

The way to overcome this situation is to increase your production capabilities, but at the same time still continuing the customer service that your clients have come to expect from you.  This is no easy task, with increased production means an increased workload for your current team, and this is where the customer service aspect slips.

So how do you overcome this?

In its simplistic form INVESTMENT!

Investment in machinery and more importantly investment in staff and training.  By investing in staff, you can essentially cut the workload of the others allowing for a more focused workforce and balancing out the mayhem of too much work.  It sounds simple, but take it from us it’s not.

Here at Sharon Lee, we have been through the process of increasing production and continuing the customer service this has been a steep learning curve, with plenty of mistakes and mishaps along the way.

As you may be aware 4 years ago Sharon Lee took the major step in investing in 3 state of the art embroidery machines, bringing back in-house production after many years of absence.  This was a huge risk, but of course a calculated risk, and one that has paid off in a huge way.  Little did we know that 4 years later we would end up with 9 machines, 3 dedicated production rooms, 15 machinists and a new management team solely dedicated to production!

That was just the production aspect of the business.  With the increase in orders came an increase in workload for the sales team and it was apparent from the outset that more sales staff would be needed to cope with the increase in demand for our headwear and branding options.

This wasn’t an easy task, as the office in its original format was at bursting point, there was limited space for new staff and because of that, a full redesign was needed.  Essentially we stripped out everything from the past and rebuilt a purpose-built sales office, with room to expand.

We went from 2 account managers to 5 in a matter of 4 years and introduced a number of new roles in terms of order processing and accounts.

Right from the outset, the key thing to maintain was our customer service and by investing in a dedicated, energetic team we hope that we have accomplished what we set out to do 4 years ago.

To say that Sharon Lee today is nothing like the version 4 years ago would be an understatement.   4 years of blood, sweat and lots of tears have totally transformed the company and put us in a position where we can offer you the very best service, advice and of course the quality products and branding that you have come to expect from us all in one place.

CHANGE IS GOOD! We can confirm that, and there is so much more to come from us!!!

Should you have any questions about our production offerings, product range or services please feel free to contact the sales team and we will be more than happy to help.



For more information about any of the above please contact the sales team on 01376 560380 /

For a better insight into all the changes that have happened at Sharon Lee last year, head over to our recent blog – A FULL RECAP OF EVERYTHING WE HAVE INTRODUCED IN 2017

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