Lookbook Request Communication TRAINING GUIDE
keaton row
LOOKBOOK REQUEST COMMUNICATION TRAINING GUIDE
LOOKBOOK REQUESTS You Ask, We Listen!
Keaton Row values the time you dedicate to creating Lookbooks and we want to ensure that Clients do, too! Let’s walk through some new features for the Lookbook Request system we have built to ensure our commitment to Stylists & Clients!
LOOKBOOK REQUEST COMMUNICATION TRAINING GUIDE
CLIENTS STATUS UPDATES FOR LOOKBOOK REQUESTS
Whether a Lookbook Request has been confirmed, a certain # of pages have been completed or has been denied – Clients can track the status of Lookbook Request fulfillment.
The Bridal shower is at a cute Tea parlor in the West Village.
1500-‐2200
I need to refresh my jewelry box!
CLIENT QUALIFICATIONS BEFORE REQUESTING LOOKBOOKS – In Progress
We are working on features that are the first step in qualifying Clients to ensure that Clients are serious and willing to shop, before requesting Lookbookss from our Stylists.
LOOKBOOK REQUEST COMMUNICATION TRAINING GUIDE
STYLISTS CONFIRMATION OF LOOKBOOK REQUESTS
Lookbook Requests must be confirmed to notify your Client that you have started to create their Lookbook.
NOTE: Lookbook Requests MUST be fulfilled within 72 hours – If a LB Request goes unfulfilled for more then 5 days, the Client will be given the option to be reassigned to a new Stylist.
DECLINING LOOKBOOK REQUESTS Has your Client submitted multiple Requests for the same Lookbook? Are old LB requests filling up your dashboard? Decline these confirmed Lookbook Requests and it will be removed from your Pending Requests list. This will also update the status of your client’s pending request. Your Client will then be prompted to confirm to remove from their own Dashboard. Declining a new Client’s Lookbook Request is only allowed for valid business reasons (ie: Client is unresponsive after multiple attempts for contact). Multiple declines will be factored into future Matching Pool consideration.
LOOKBOOK REQUEST COMMUNICATION TRAINING GUIDE
STYLIST QUESTIONS? Why is KR adding these new Lookbook Request features?
As Keaton Row builds continues to grow and build our brand, we want to provide
Clients with a guaranteed level of service, while protecting the time and effort our Stylists dedicate to their Clients and their Lookbook requests. Clients want to know when they will receive a Lookbook – Put yourself in the Client’s shoes’ ~ Imagine if you booked an appointment and didn’t know when you would hear back or if your message was ever received. We have also found that the key for Stylists to generate higher sales per Lookbook created, is establishing immediate contact with their Client and engaging Clients with a shoppable Lookbook shortly after their submitted request.
My Client didn’t provide enough information for me to start fulfilling her Lookbook request, so I’m waiting for her response and I can’t complete it within 72 hours. What do I do now? RECOMMENDATION:
Send your Client an email to introduce yourself, let her know you are working on completing her Lookbook Request and include a public Lookbook for her to start shopping! • Introduce yourself as her Keaton Row Stylist • Asking for more information about her styling needs • Confirm that will start creating her personalized Lookbook and include an update on when she will receive her completed Lookbook (ie: in 2 days) • Include a link to a public Lookbook for your Client to start browsing and shopping while she waits for her Lookbook to be completed.
PASTE THIS URL IN YOUR BROWSER FOR EMAIL TEMPLATES TO SEND YOUR CLIENTS: https://drive.google.com/file/d/0BxHsck5gRhaCUEdEY3NfZXJRblk/edit?usp=sharing
Fulfill your Client’s Lookbook Request within 72 hours – The best way to get more information about your Client is through feedback provided from her Lookbook. When Clients receive a first LB within 72 hours, they are 50% more likely to purchase!
LOOKBOOK REQUEST COMMUNICATION TRAINING GUIDE
STYLIST QUESTIONS? I have spoken with my Client and she understands that her Lookbook Request will not be fulfilled in 72 hours.. Will I lose this Lookbook Request and Client? No. We offer Clients the opportunity to switch to a different Stylist if they are
dissatisfied with the wait time of their Lookbook Request. This will be optional and offers Clients the ability to switch to a new Stylist if their Lookbook Requests are not being fulfilled in a timely manner. Please communicate with your Clients to ensure that they know you are committed to fulfilling their Lookbook Requests!