What belongs on a clienteling board — and what does not
Clienteling boards fail when they try to be a full CRM. Advisors preparing for a thirty-minute private appointment need a short, honest surface: last three purchases, preferred categories, known sizes or preferences, open alterations, and the personal revisit interval. Everything else can live one click deeper — or not at all.
Leave off vanity metrics that do not change tonight’s conversation. Lifetime value rankings, store-wide conversion percentages, and campaign open rates belong in manager reviews, not on the advisor’s prep sheet. Likewise, avoid speculative “propensity” scores that staff cannot explain to a guest.
In our commissions for Hong Kong maisons, we insist the board answer three questions in under a minute: Why this guest now? What might they still need from the current assortment? What should we not mention? That third question prevents awkward repeats of a returned piece or a colour they disliked.
If a field cannot be defended in a floor clinic, it does not earn a place on the primary view.