The Macarthur region boasts many excellent businesses, but one is not only helping others to grow their own brand but has achieved recognition on both a national and an international level.
EmbroidMe Macarthur is a franchise of the world’s largest supplier of uniforms and embroidered promotional products and in 2014 and 2015 received the company’s ultimate award – 1st in sales in Australia and 4th globally.
A status that business owners, Philip and Jessica Clifford and their team, are extremely proud of and determined to maintain through their culture of customer service.
Focus on the Customer
Based in Ingleburn, EmbroidMe Macarthur supplies a comprehensive range of apparel and promotional items and utilises the latest technologies in embroidery, engraving, UV printing, name badge production, stickers, pad printing, trophies, direct to garment printing, banners, corflute signs and giftware, to deliver the high quality result that customers expect to promote their brand.
Customers are the focal point of EmbroidMe Macarthur, not only in customer service but were instrumental in establishing the business.
“We were originally doing engraving and a lot of our customers asked us to branch out in the embroidery business as they weren’t satisfied with their current suppliers.” Philip Clifford explains.
In response to his customers, Philip expanded and EmbroidMe Macarthur started in October 2012 and has continually grown by surveying the competition and listening to his customers.
“We always try to understand what the customer’s business is and then I base the solutions around what they are trying to achieve as an outcome,” Philip said.
Capturing the Point of Difference
Key to success of the business has been not only the superb customer service but EmbroidMe Macarthur identified and adopted their own points of difference.
“We were looking for a point of difference so we looked into what our competitors were offering,” Philip recalls. “A lot of them weren’t in-house and couldn’t do the fast turnaround times or the quality.”
Philip invested in the latest technology and equipment and brought everything in-house, which enables the business to offer fast turnarounds and control all aspects of the customer’s order.
EmbroidMe Macarthur specialises in taking a job from concept through to producing samples for approval to delivery, all in-house.
Philip explains that even for small one-off orders, they produce samples by preparing stitch outs for the embroidery and laser engraving pens to make sure the customer is absolutely satisfied with the result before proceeding with the full production run.
“We had a customer recently who wanted to see a sample before we proceeded with their 1000 order, so I engraved it while he waited. He signed off and we produced the 1000 the next day,” Philip said. ”We’re able to offer that personal service and the customer is assured they are going to get the same quality as sample produced.”
Everything the Customer Wants
EmbroidMe Macarthur has grown their product and service offering to cater for a wide range of clients and allow businesses to give their customers and prospects a high quality item to remember them, fully personalised and customised with the company or product logo or message.
The range includes workwear, corporate wear, sportswear, safety wear, pens, USBs, umbrellas, key chains, stubby holders, bags and caps to name a few.
In addition to embroidered items, Philip’s team is highly skilled in engraving on glass and other surfaces for trophies, stickers, labels, badges and an eclectic selection of promotional products.
“Our staff are highly skilled and have extensive experience, some bringing up to 15 years in the trade to our business,” Philip said.
Not resting on his success, Philip shares his insights into business success and has plans to expand the business into other areas.
“We were never going to be a store that I just bought myself a job.” Philip said, “We always had big dreams and big aspirations.”
But achieving these aspirations doesn’t come by chance it requires hard work as Philip admits that he and partner Jessica work 60 hour weeks and his great staff are quite prepared to come in after hours to meet customer deadlines.
“The biggest tip that has allowed us to grow is cashflow. We made sure we had the money behind us to expand,” Philip shares his insights. “We would like to expand to Campbelltown or Narellan areas with satellite stores selling the uniforms but decorating and production still done at Ingleburn.”
Focus on Macarthur
Philip is proud of his awards as he feels that being in south west Sydney, people don’t expect businesses to produce such high quality and deliver such high volumes.
“Receiving the awards from EmbroidMe head office, when we were up against all the franchisees in not only Australia but across the globe, gave us a ‘well done’ and the recognition that we are as good as the people in Sydney and Melbourne and anyone else in the world,” Philip said.