{"id":11541,"date":"2018-11-19T09:57:13","date_gmt":"2018-11-19T15:57:13","guid":{"rendered":"https:\/\/theboutiquehub.com\/?p=11541"},"modified":"2019-12-30T09:00:04","modified_gmt":"2019-12-30T15:00:04","slug":"personal-client-relationships-the-most-important-thing-to-grow-your-business","status":"publish","type":"post","link":"https:\/\/theboutiquehub.com\/blog\/personal-client-relationships-the-most-important-thing-to-grow-your-business\/","title":{"rendered":"Personal Client Relationships: The Most Important Thing to Grow Your Business"},"content":{"rendered":"<p><em><strong>Guest Blog<\/strong><\/em><\/p>\n<p><span style=\"font-weight: 400;\">Building personalized relationships with your existing customers may not be the squeaky wheel in your business, but it is the most important thing to do if you want to survive in today\u2019s retail world. With the popularity of 2-day shipping (even 2-hour shipping depending on where you live) and the broad array of assortment your clients can find online, the value a boutique brings is the personal relationship where a sales associate knows exactly who the client is and reaches out at exactly the right time. When you can execute this strategy, you\u2019ll see a 4x increase in the annual spend of that customer.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">So what are the key ways to build these personal relationships? And how can you make it simple enough for your sales associates to execute?<\/span><\/p>\n<p><span style=\"font-weight: 400;\">It begins with knowing when to reach out.<\/span><\/p>\n<p><b>When to Reach Out<br \/>\n<\/b><span style=\"font-weight: 400;\">This topic probably requires a separate blog post to go through all the details about when to reach out. At Clientbook, we deal with a lot of boutiques and higher-end retail. One of the benefits of being in this position is that we see trends across all stores and get a high-level view of what clients respond to. With that perspective, here are the top 5 times in a year to reach out to your clients.<\/span><\/p>\n<ol>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Her Birthday\/Life Events<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">A \u201cPurchase-versary\u201d (how long after a purchase depends on the product)<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Store Events<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Holidays<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Follow-up on an Order<\/span><\/li>\n<\/ol>\n<p><span style=\"font-weight: 400;\">If you\u2019re not reaching out to wish your clients a happy birthday on the actual day, you are missing a huge opportunity to be top of mind on the day when she is looking to treat herself. It you want to take it to the next level, reach out two weeks before and send her (or her significant other) a few ideas of things you know she\u2019ll love.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Start collecting birthdays or other life event dates of clients today! As long as you can communicate the value you will give them on their special day, they will be excited to give you that information.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">You\u2019re probably thinking, \u201cBut what about all those birthday emails they get? How can we stand out?\u201d Glad you asked. It begins with how you should be reaching out.<\/span><\/p>\n<p><b>How to Reach Out<br \/>\n<\/b><span style=\"font-weight: 400;\">Think about all the emails you receive. How many of those do you read? Promotional emails are so common that it\u2019s going to be impossible to stand out in a sea of 100+ unread emails in their promotions tab in Gmail. Maybe that\u2019s why <\/span><a href=\"https:\/\/mailchimp.com\/resources\/research\/email-marketing-benchmarks\/\"><span style=\"font-weight: 400;\">Mailchimp\u2019s average open rates<\/span><\/a><span style=\"font-weight: 400;\"> across retail emails is only 19%.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">19%?!?! How hard do you work to capture every email? Do you offer discounts for their emails? Let\u2019s say that you offer 10% off an order to get their email address and only 1 out of every 5 people will ever open your emails. What seems like a simple 10% increase in cost just got a lot higher.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">It\u2019s time you start texting your clients. Texting has over 99% read rates and our clients are seeing 20%+ <\/span><b>response<\/b><span style=\"font-weight: 400;\"> rates to their texts. With those numbers, why would you ever think of sending out emails again?<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Just like everything else, your clients will happily give you their cell number when they know they are going to get value from their interactions with you. The great thing for you as a business owner is that the value doesn\u2019t have to come in the form of discounts. One of our jewelry clients has found a simple and very effective way to get cell numbers is by offering to text the client pictures of the rings they were looking at. After they\u2019ve established a product the person likes, the sales associate says, \u201cIt looks like you\u2019re interested in that ring. Would you like me to text a picture of it to you?\u201d Simple, yet extremely effective.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">It\u2019s true that some clients won\u2019t want to receive texts, but are fine with emails (although these clients are less and less common every day). Email is better than nothing, so get what you can and make sure to reach out. The best option would be to get a system that handles the communication method for you based on your client\u2019s preferred method of communication without you needing to think about it.<\/span><\/p>\n<p><b>How to Provide Value<br \/>\n<\/b><span style=\"font-weight: 400;\">I\u2019ve mentioned a couple times that you need to provide value to your clients if you want information from them. What is that value?<\/span><\/p>\n<p><span style=\"font-weight: 400;\">What a lot of business owners hear when I say \u201cvalue\u201d is \u201cpromotions\u201d and \u201cdiscounts.\u201d Why? Because it\u2019s easy. I challenge you to think a little deeper about what value means to your clients. Without fail, your clients can find another product cheaper (albeit not the same) than what you sell by searching online. Although price may push someone over the proverbial buying cliff, price is not the reason they shop with you. <\/span><\/p>\n<p><span style=\"font-weight: 400;\">One type of value is customer service. Let\u2019s use an experience I had with Nordstrom as an example. A few years ago I bought a pair of dress shoes from Nordstrom. These dress shoes were not cheap, but I knew I would look good in them, they were going to last me a long time, and if something were to happen to them, Nordstrom would take care of me. A year later something did happen to them and Nordstrom replaced them for me completely free of charge. Yes, that\u2019s right, <\/span><span style=\"font-weight: 400;\">A YEAR LATER.<\/span><span style=\"font-weight: 400;\"> There was no reason for them to do that, but because they did I have bought every pair of dress shoes from there since. I don\u2019t even think twice about it.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">I\u2019m not suggesting you need to replace something a client bought and ruined of their own accord a year after they purchased. I use that example to demonstrate that Nordstrom understands the principle that when I pay a premium price, I expect a premium experience. In your case, the experience may be customer service. Maybe it\u2019s personal stylist support. Or maybe it\u2019s an in-store experience they can\u2019t get anywhere else.<\/span><\/p>\n<p><b>How to Create Personal Relationships<br \/>\n<\/b><span style=\"font-weight: 400;\">Now that you have a way to connect with your clients outside of the times that they wander into your store, it\u2019s imperative that you use that power to strengthen the relationship between your brand and your clients.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">It starts with showing your client that you know who they are and what they like. Can you put together a list of complementary item recommendations based on items they already have purchased? If so, send it over to them near their birthday or a few months after having made a purchase. What about events? Do you blast out a message to everyone letting them know about every event or sale you have? Or are you more personalized in your approach?<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Here\u2019s an example from one our clients that helps to paint the picture of how to create these relationships without much extra work.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">A fashion boutique pulled a list of all clients that would be interested in attending a \u201cpersonal shopping\u201d event where they could schedule a time to come into the store and work one-on-one with a personal stylist. The list was based on their clients\u2019 histories and the text message was sent to over 300 recipients and made to look like it came from a sales associate that the client had worked with in the past. They had an incredible response and time slots filled quickly, but one particular message they received from a client really struck home. This client responded to their message saying, \u201cThank you so much for remembering me and thinking about me! This looks amazing and I just went online and reserved a time for next week. I can\u2019t wait!\u201d I guarantee that the client wouldn\u2019t have felt this way had just received a mass email from the store.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Building personalized relationships with your clients is the most important thing you can do for your business. Without it, you are wasting money on marketing to constantly bring in new clients when your existing clients could be coming back time and time again. So tell me below in the comments, what are you currently doing to build these relationships and what might be holding you back from doing more?<\/span><\/p>\n<p>&#8212;<\/p>\n<p><strong>Bio<br \/>\n<\/strong><span style=\"font-weight: 400;\">Brandon is the CEO of <\/span><a href=\"https:\/\/clientbookretail.com\/\"><span style=\"font-weight: 400;\">Clientbook Retail<\/span><\/a><span style=\"font-weight: 400;\">, a mobile app and web dashboard for retailers who are looking for an easy and long-lasting way to send texts to and build personal relationships with their clients. His passion is for helping smaller retailers take advantage of their core strengths to drive sales. Prior to founding Clientbook Retail, Brandon was the CEO of Giftry and worked as a buyer and in multiple strategy roles for Target, including projects such as when Target <\/span><a href=\"https:\/\/www.forbes.com\/sites\/kashmirhill\/2012\/02\/16\/how-target-figured-out-a-teen-girl-was-pregnant-before-her-father-did\/#21e2bf376668\"><span style=\"font-weight: 400;\">knew a girl was pregnant before her father did<\/span><\/a><span style=\"font-weight: 400;\">.<\/span><\/p>\n<p>Hero Image &#8211; <a href=\"https:\/\/theboutiquehub.com\/profile\/?pu=blendedtrendsboutique\">Blended Trends Boutique<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Guest Blog Building personalized relationships with your existing customers may not be the squeaky wheel in your business, but it is the most important thing to do if you want to survive in today\u2019s retail world. With the popularity of 2-day shipping (even 2-hour shipping depending on where you live) and the broad array of [&hellip;]<\/p>\n","protected":false},"author":19,"featured_media":11542,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"pmpro_default_level":"","footnotes":""},"categories":[3,488,487,486],"tags":[540,427,549],"class_list":["post-11541","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-boutique-business","category-boutique-dashboard","category-brand-dashboard","category-service-provider-dashboard","tag-customer-appreciation","tag-customer-service","tag-retail-strategy","pmpro-has-access"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v26.8 (Yoast SEO v26.8) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Personal Client Relationships: The Most Important Thing to Grow Your Business | The Boutique Hub<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/theboutiquehub.com\/blog\/personal-client-relationships-the-most-important-thing-to-grow-your-business\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Personal Client Relationships: The Most Important Thing to Grow Your Business\" \/>\n<meta property=\"og:description\" content=\"Guest Blog Building personalized relationships with your existing customers may not be the squeaky wheel in your business, but it is the most important thing to do if you want to survive in today\u2019s retail world. 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