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