Working with customers that request custom embroidery thread colors is an issue you should be prepared for but does not happen every day. The most common occurances would be large companies and institutions that have specific colors that coordinate with their branding. For them, you will often need to special order colors. Also, you will always have some customers that want to be treated special and want custom colors no matter what you have in stock.
When a customer requests a thread color, show them what you have in stock first. You always want to encourage them to pick from your standard color selection because you have already invested in that thread. The majority of customers will be totally happy with what you have to offer. The average embroiderer carries 30 to 50 embroidery standard thread colors in stock at all times. I have always found that this was an ample selection. You can easily expand on that number as your business grows.
All of the thread manufacturers have color cards that show swatches of every thread color they make. Many embroiderers will allow the customer to pick a color from one of these thread charts. I never recommend doing this as a first step. You can end up spending your entire profit for a job just because you did not have that particular shade of color in stock. The thread then sits on the shelf because no one else is going to use that particular color. It also causes confusion for the customer with so many choices.
New embroiderers will often order an entire thread collection of small cones for a display and allow their customer to select colors from it. Do not do this. It is an unnecessary waste of your money. You can easily spend hundreds of dollars to get one cone of each color, and you will never use most of them.
If your customer is not happy with your standard selection, offer to order their custom color but make sure that they understand there will be an additional charge for this service. You will need to charge for the thread as well as the shipping to you.
What if the customer wants to take his embroidery thread with him?
If the customer wants to take his embroidery thread with him because he paid for it, let him. Personally, I have never had a customer ask me for their thread, and I have had to order customer colors many times. The customer always pays!
Do not get caught in that embroidery thread inventory trap!
Please leave a comment and let me know how you handle a customer that requests custom embroidery thread colors.
Joyce Jagger
The Embroidery Coach