In Episode 112 of the CAS Podcast, we tackle one of the most challenging realities in custom apparel: what to do when your customer asks for something you can’t do—or shouldn’t do. Whether it’s a technical limitation, an unreasonable expectation, or simply something outside your skillset or equipment range, saying “no” doesn’t mean you have to lose the sale.

This episode is all about how to transform a “no” into a win, for both you and your customer. Mark and Marc break down the common scenarios where decorators hit these roadblocks and offer practical, confidence-building strategies to keep relationships—and business—moving forward.

Scenarios Covered in This Episode

1. Your Customer Asks for the Impossible

Sometimes, requests just aren’t feasible. Think embroidered bills on five hats for under $10 each or glowing DTG neon pink on moisture-wicking shirts. Rather than rejecting the idea outright, educate your customer. By explaining the “why” with confidence and professionalism, you position yourself as a trusted expert—not just another vendor.

2. Your Equipment Can’t Handle the Request

If a customer wants something your setup doesn’t support—like large-scale embroidery or all-over prints—there are four ways to respond:

● Offer an alternative you can produce

● Outsource the job to a trusted partner

● Refer it out to a specific business (with a warm hand-off)

● Never just say “no” without an option or follow-up

3. Your Customer Asks for Something You Won’t Do

Requests that technically can be done but would result in poor quality or unprofitable results should still be treated with care. Use these moments to explain why it won’t turn out as expected and suggest a smarter solution—whether it’s redesigning the artwork or recommending a better-suited decoration method.

4. Your Customer Asks for Something You Don’t Know How to Do Yet

Maybe it’s a service you plan to offer, like cap embroidery or graphic design. Don’t overpromise. Consider whether you have the time and capacity to learn it, and always have a fallback—like outsourcing the first jobs while you develop the skill.

Takeaway: Be the Expert

Your customers come to you because they trust your expertise. Much like a skilled mechanic or professional baker, your role is to advise—not just take orders. Helping customers understand the limits and possibilities of apparel decoration builds trust, loyalty, and long-term success.

When you handle the “no” the right way, it often becomes a “yes” to something even better.