I’ve made it my practice to listen to my client, and find out where the biggest pain point is for them. On the beginning of a shopping trip, one client claimed she could never find pants that fit her. I said, “If I can find three pairs of pants that fit and flatter you, would that make you happy?” She said yes. I could tell she had deep doubts that we’d be successful.
I went to the pant department with her, and we found eight pairs of terrific-fitting pants. Now the biggest problem was choosing which ones she’d take home!
By focusing on the biggest problem first, I quickly earned her trust. Her monumental problem was gone. Now she could relax and enjoy the rest of the shopping trip, having total faith that her needs would be met. Did I keep seeing her over and over again? You bet!
Thinking about possible solutions before meeting my client
Last week I shopped with a client who had a long shopping list based on upcoming events. The biggest problem was finding something suitable for a special breakfast in which she would be honored for her professional contributions in the area of grief. It wasn’t formal. She wanted to look nice, but not fancy. She doesn’t love the spotlight, but she knew she couldn’t just show up in anything.
I always think about my client before a shopping trip. In this case, I thought she could wear a suit, or maybe a dress would be nice. She’s not an easy fit. There are many dress styles that simply won’t work on her. I’d recently worn a dress from Artful Home, and I thought about this for my client. I decided to bring the deep sea blue Caroline dress and the Artful Home catalog with me to our appointment. It would give her a sense of styles that Artful Home offers; I wanted her to know about this resource.
The first five minutes of our shopping appointment
The first words out of my client’s mouth were, “I’m so nervous about this event honoring me. I don’t know what to wear!”
“I brought an idea with me,” I said, and showed her the dress. She loved the color and was intrigued.
“Let’s go straight to the dressing room. You can try this on, and we’ll go from there,” I said.
Would my dress work for my client?
We went upstairs in Nordstrom, and she slipped the dress over her head. It turned out to be more than a good idea—it was the solution for the event. She was 100% comfortable, the color was beautiful on her, and it had great detail without being showy.
It looked quite different on her, and if truth be told, I think she wore it best! “I’ll order the dress today,” she said. “Can we get everything else for the outfit today?” I could see what a relief this would be for her to have this handled.
“Absolutely!” I said. I told her to wear the dress, slip back into her sneakers, and we’d head downstairs to the shoe and accessory departments. I found a bright gold pendant for her to wear. I loved how the bright metal brought attention to her face—that’s important for an honoree! I found three shoe choices that she could wear with the dress. One was a neutral color, one as an AGL black flat with a gold buckle that would go well with the gold necklace, and the other was a shade of blue not unlike the deep sea blue of the dress. It had sparkly stones on it, not perfect for this specific event, but she could wear them another time. She bought all three. That outfit took about twenty minutes to complete, although she’d say later, “In five minutes you solved my biggest headache. That’s amazing.”
The rest of the shopping trip was easy peasy
With the biggest problem solved first, we went on to find a suit she could travel to New York in, two dresses to wear to garden parties, and separates that would work well for quick springtime trips to LA. Everyone was happy!
To be honest, I’d been worried about finding the right thing for this event but by following my hunch, it couldn’t have worked out better!
How to Make a Client Happy
So my “How to Make a Client Happy” shopping tip is three-fold.
- Fully understand the biggest problem she has.
- Give yourself time to think about possible solutions before the appointment.
- Tackle that biggest problem first.
Following these tips makes for a win/win. The client gets immediate relief from her biggest worry. You get a sense of a job well done plus many more opportunities to continue working with this happy client.
I wish you great success in your shopping trips!
Want some more ideas for satisfying your client and letting her know you’re there for you? Check out these tips!