2. Know the one practice that separates
great retailers from good retailers
Turn a 1-time customer into a
6X 6-times a year customers
• Clienteling is the fancy term for building a
relationship with your customer.
• It’s how we turn a customer into a client
3. Customers love to receive special attention
and it’s easy to build a relationship with them
Thank You Note Quick Check-In Reason to Revisit
Don’t underestimate Quick txt/email/call Let them know of
a handwritten note. to see how the event new arrivals specially
went. for them.
(1 Day Later) (7 Days Later) (30 Days Later)
1 | 7 | 30 Method for turning Customer into a Client
4. Our Goal: to make is as easy as possible for
you to build relationships with your customers
Capture Note Preference Add Reminders Reason to
Contact Info & Favorites & Follow-Ups contact
customer
Simple process to build Dashboard to
: +
reasons to contact keep track
5. Secret to clienteling success:
Make it genuine. Make it personal.
Basic Size Style & Wishlist +
Information Information Preferences Requests
Spouse/ Work/ Activities/ Vacations/
Kids Occupation Interests Goals
6. Consistently follow these practices
Capturing info is easy when you promise early
access
• Would you like early notification when New
Capture Arrivals come into the store?
Contact Info
Golden Rule: do it when the customer is in the
fitting room or when they have just left the store
Note Preference
& Favorites
Note Preferences: search when new inventory arrives
Specific requests: add as reminder based on when you
Add Reminders think the new merchandise will arrive
& Follow-Ups
7. Build a clienteling process in 5 weeks
Week1 1 New + Notes & Thank You
2 Existing Reminders Notes
Week 2 2 New + Notes & Thank You Follow-ups
3 Existing Remidners Notes Week 1
Week 3 3 New + Notes & Thank You Follow-ups
4 Existing Remidners Notes Week 1&2
Week 4 4 New + Notes & Thank You Follow-ups
4 Existing Remidners Notes Week 1-3
Week 5 5 New + Notes & Thank You Follow-ups Re-visits
4 Existing Remidners Notes Week 1-4 (Week 1)
