vip-and-repeat-customers

# 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.