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Owning a jewelry store isn’t just about selling beautiful pieces—it’s about understanding the stories behind each purchase and the people who walk through the door. For Harvey Fox, owner of N. Fox Jewelers in Saratoga Springs, he believes the best way to build lasting relationships is through one simple yet powerful practice: clienteling.
Harvey trains his team strong customer experiences are rooted in trust, knowledge, and exceptional service. What holds sales associates back from achieving this?
Confidence—or a lack of it—often holds a sales associate back. Without confidence, they may hesitate to seek out the knowledge and skills they need to master clienteling
For him, clienteling is more than just a sales tactic—it’s about helping jewelry sales professionals build the confidence and skills they need to make genuine connections with customers.
Clienteling is all about personalized communication and offering a customer experience that feels tailored to the individual’s circumstances, motivations, and preferences during their purchase experience. In today’s world, where customers expect more than just a transaction, this approach is crucial for earning their repeat business. Harvey understands that building a relationship takes time and effort, but the payoff is invaluable.
Every sales associate has the potential to thrive, but believing in themselves is key. Our approach is to pull them along with support and encouragement rather than push them, helping them build that confidence naturally
For jewelry retailers looking to earn customer loyalty in 2025, clienteling is an essential strategy. Here’s why it matters—and how Clientbook can make implementing a clienteling strategy in your luxury retail store even easier.
Personalized service wins customers over
Gone are the days when a simple sales pitch was enough to earn a sale. Customers now expect a personalized experience that speaks to their unique needs and preferences. This is where clienteling comes in. By building relationships and staying in touch with clients, you show that you understand their preferences and can anticipate their needs.
Using a digital sales assistant like Clientbook, you can track key data about your clients—past purchases, birthdays, anniversaries, and more—helping you stay on top of important dates and events. This enables you to reach out with timely, personalized messages that feel thoughtful, not transactional.
As Harvey points out,
Clientbook allows us to track interactions, measure performance beyond just sales volume, and see the relationship-building process in action
This kind of insight gives jewelers the edge when it comes to nurturing customer relationships.
Customer advocacy starts with connection
Clienteling isn’t just about making a sale—it’s about making a connection. When customers feel understood and valued, they’re more likely to become advocates for your brand. The N. Fox Jewelers’ team focuses on continuous improvement and cultivating a coaching environment that supports personal growth.
We work to identify communication styles that align with each individual’s style and strengths.This approach to leadership ensures our associates not only succeed individually but thrive as part of a team committed to delivering exceptional experiences for every customer
This collaborative, supportive atmosphere encourages associates to connect with clients on a deeper level, making them more likely to return.
Clienteling allows associates to move past being seen as a low level run-of-the mill salesperson and become a subject matter expert—a trusted advisor who understands a client’s specific needs. This approach fosters long-term loyalty, which is critical in an industry where purchases are often infrequent but high in value.
How Clientbook can turn your team into clienteling rock stars
While clienteling is essential, the right tools can make it even more effective. That’s where Clientbook comes in. As Harvey explains, Clientbook helps his team track and manage customer interactions, ensuring that nothing slips through the cracks.
Clientbook really helps us anticipate the needs of guests with all the data it provides on past sales, birthdays, anniversaries, etc. We can stay on top of their major life events even before they’ve thought of it themselves
By integrating Clientbook into your daily operations, you gain access to a comprehensive tool that not only makes clienteling easier but also more effective. From tracking client preferences to automating follow-up messages, Clientbook provides all the features you need to engage clients in a meaningful way. This allows your team to focus on what matters most—building relationships—while ensuring that no customer feels forgotten.
Clienteling in 2025: a must-have practice
As we move into 2025, clienteling will be more important than ever. With increasing competition and more options than ever before, it’s no longer enough to simply provide a product—retailers must provide an experience. The businesses that succeed in this new landscape will be the ones that prioritize building genuine relationships with their customers.
By incorporating clienteling into your business strategy, you’re not just creating loyal customers—you’re building a community of brand advocates who will support your business for years to come. Tools like Clientbook make it easier than ever to integrate clienteling into your operations, empowering your team to create meaningful, lasting relationships with every client.
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