CLIENTELING
Once an initial project is complete, there are many different reasons to stay in contact with clients. You may: • Notify them of special in-store events, classes and sales. • Invite them back to see new merchandise. • Remind them to come back and use their credit card or KEY rewards. • Offer them assistance updating color palettes or décor to go with the season. • Follow up on a recent store visit. CL I ENTEL ING EX I ST ING LEADS Sometimes clients are not ready to move forward with design plans. They may have changed their mind or may simply need to delay their decision. This becomes a ‘lead’. It is the Design Associate’s responsibility to continue to follow up with the customer to turn leads into sales. • If the client is unable to make a decision during the final consultation: • Ask permission to follow up with them and agree on a date that’s most convenient for them. TIP: Follow up in 2 days, this way we are still fresh in the client’s mind. • Always own the follow up-do not rely on the client to get back in touch with you. • Complete the follow up on the agreed upon date/time and ensure to have the design plan and product estimates present. • If the client needs to put the project on hold for reasons beyond their control: • Agree on a date you will follow up with them to see how they are and if they are ready to move forward with their project. Keep in mind that this could be months away. • Maintain your relationship by periodically checking in — be sure not to pressure your client but to show a genuine desire to maintain a relationship and assist them with all their home decorating and entertaining needs. OTHER KEY REL AT IONSHI PS Some other key relationships to create, maintain, or leverage in your market: • I NT ER IOR DES IGNERS — stay in touch with Interior Designers in your client book — they are some of our best clients. • BU I LDERS & REALTORS — know the reputable realtors in the market and reach out to them to offer Design Services. Offer to assist with staging or offering design advice on a house that they’re buying or selling. • HOT E L S — often change the décor in guest rooms and common areas. Share that our Design Associates can be a resource for design advice and contract grade product.
T I PS FOR SUCCESSFUL CONTACT Try to use the phone when possible — it’s more personal and a better format for dialogue.
Keep communication concise Include something personal Don’t use form letters Ensure there are no typos or grammatical errors
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