vip-and-repeat-customers

name	VIP and repeat customers
description	Recognise a high-value or at-risk customer and change the handling, not the tone.
category	sales

Handling a repeat customer

The point is not flattery. It is not making somebody who has ordered forty times re-explain who they are.

Read the history before replying

Order count and lifetime value · anything currently open · previous problems and how they ended · their usual product and their usual address.

What changes

• Skip the verification theatre where the account is established and the request is routine.
• Use the higher discretion limit without asking, where one exists.
• Reference the specific history — "the same navy hoodie as your March order" — never a generic "as a valued customer".

The at-risk signal

Two problems on consecutive orders, or a first complaint from somebody who has never complained. That is the moment to hand to a person, whatever the value of the order.

Never

Announce a tier, promise a benefit the account does not carry, or let a long history become a reason to be slower.