THE CONSULTATION
AFTER THE IN-HOME APPOINTMENT T IME AND MI L EAGE • If returning to the store, note the time of return and complete a time meter adjustment form. • If not returning to the store, phone store management to note the time that the appointment was completed. • Submit any expenses (including mileage) via Concur within one week of the appointment. • Ensure all time worked has been accurately reported. NEXT ST EPS • After the consultation, take action on next steps quickly. • Take time to organize the information acquired at the consultation. • Contact the client and thank them for their time • Follow through on any commitments made at the appointment (creation of a design plan, estimates, availability information, etc.) • Share all design plans with a manager or another Design Associate for feedback. • Schedule the next appointment to present the design plan and estimate • If purchasing decisions were made during the appointment • Review items selected and current availability • Place order To continue to nurture the relationship that has been built with the client, designers must follow through on every single purchase and project. Trust can be destroyed if there isn’t adequate communication and follow through. • Use the CCUI to regularly track order progress (see Appendix) • Use the time between order placement and delivery to work on other elements of the design or other projects. Client communication should not stop just because orders have been placed. • Create reminders to call the client on the expected delivery dates of UPS and White Glove deliveries. • Offer to be present for the delivery, if appropriate. • Place follow up calls/emails to the client until the guest are has received all of the items in the order and is happy with the outcome of the design project. • Always follow up on purchases with a thank you email, phone call or note. • Set expectations for product delivery (UPS and White Glove) • Schedule a follow up in home appointment post delivery POST PURCHASE
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