Not every customer is looking for the same experience, so offering multiple types of appointments can help meet a variety of needs. Some of the most common (and effective) options include:

• Personal Shopping: A one-on-one session with an associate who curates recommendations based on the customer’s style and preferences.
• Styling Sessions: Wardrobe advice for a seasonal refresh, a big event, or a professional makeover.
• Alterations and Fittings: Tailoring services to ensure the perfect fit.
• VIP Shopping Experiences: Exclusive access to new collections, private shopping hours, or a high-touch service designed for top-tier customers.
• Beauty Consultations: Personalized makeup application, skincare advice, or product demonstrations.
• Virtual Appointments: Remote shopping assistance via video call, ideal for convenience-driven customers.
  
  

Different segments of customers may prefer different appointment types. Consider your various customer segments and create multiple appointments types that cater to each of them.

The way appointments are scheduled and assigned will depend on the structure of the store and team. There are three main approaches:

• Stylist-Specific Booking: Customers select a specific associate when scheduling an appointment, allowing for a more personal, relationship-driven experience.
• Store-Wide Booking: Appointments are booked for the location and then assigned to specific associates
• Hybrid Approach: Some appointments, such as personal styling, are associate-specific, while others, like general shopping assistance, are handled by a rotating pool of staff.
  
  

Choosing the right approach depends on factors like staffing, expertise, and the overall customer experience retailers want to deliver.

Even the best appointment program won’t succeed if customers don’t know about it. Some of the best places to promote appointment booking include:

• Website: Store locator pages, homepage banners, and pop-ups.
• Social Media: Links in Instagram bios, dedicated posts, and direct messaging options.
• Email Marketing: Confirmation emails, newsletters, and abandoned cart emails.
• Live Chat: Offering an appointment during a live chat session is a great way to give an uncertain customer a seamless next step, allowing them to get personalized guidance before making a purchase.
• In-Store Signage: QR codes at checkout, fitting rooms, and service desks.
• Seasonal Campaigns: Appointment-based shopping can be promoted as a solution for holiday shopping, back-to-school needs, or special events.
  
  

Retailers should experiment with different promotional strategies and track where bookings come from. Over time, this data can help refine and optimize outreach efforts.

A great appointment experience starts before the customer even walks in. That first confirmation message should be scheduled to send within a few hours of their booking. It should also:

1. Be sent from a real person (not a no-reply address)
2. Include all essential details (date, time, location, associate name)
3. Add a personal touch ("Looking forward to helping you find the perfect outfit for your upcoming event")
4. Provide helpful preparation tips when relevant
5. Include a clear way to reschedule or cancel if needed
   
   

For example, the following appointment confirmation message feels extremely personal, but it's still easy to automate with merge fields using a CRM like Endear:



"Hey Lily!

Looking forward to seeing you tomorrow at Acme SoHo! Before you arrive, let me know what kinds of things you'd like to try on. I'll have your fitting room ready for you!

If anything changes before your visit, just let me know.

See you tomorrow at 4:30 pm!"

The magic of appointments is in the preparation. With customer data at their fingertips, encourage your team to review the client's purchase history and preferences in advance. Having items ready in the right size creates those "wow" moments customers remember. Consider creating an appointment preparation checklist that includes tasks like:

• Review customer's complete purchase history and size/style preferences
• Check any previous notes or communications
• Pull 3-5 items based on their preferences
• Prepare fitting room with items and any needed accessories
• Note any current promotions relevant to their preferences
• Ensure refreshments are ready (for VIP appointments)

The heart of appointment-based retail is providing an exceptional, personalized experience that customers can't get through standard shopping:

• Greet customers by name
• Begin with questions to understand their specific needs for this visit
• Offer VIP treatment like refreshments or other perks
• Share product knowledge
• Be attentive but not overwhelming
• Focus on solving their specific challenges rather than just selling

Every appointment is a golden opportunity to enhance your customer data for future personalization:

• Note specific style preferences that emerge during conversations
• Record upcoming events or occasions the customer mentioned
• Capture precise fit information or product preferences
• Track complementary categories they might be interested in
• Gather feedback about their overall shopping preferences
• Look for opportunities for future follow-up

Strike while the iron is hot with a personalized follow-up message:

• Thank the customer for their time
• Include a shoppable lookbook to items they showed interest in
• Request feedback on their appointment experience
  
  

Even if they weren't ready to make a purchase during the appointment, this initial follow up is a great way to give them another purchase opportunity.

The real value of appointments comes from the long-term relationships they create:

• Schedule Strategic Check-Ins: Plan follow-up communications at key intervals (2 weeks, 1 month, new season launch)
• Leverage Data for Personalization: Use appointment insights to inform future recommendations.
• Invite to Events: Include appointment customers in relevant in-store events
• Build a Referral Loop: Encourage satisfied customers to refer friends for appointments

What gets measured gets improved:

• Track conversion rates by appointment type
• Compare average order value of appointment customers vs. walk-ins
• Identify which associates excel with appointments
• Monitor no-show rates and implement strategies to reduce them
• Collect and analyze customer feedback
• Test and refine your appointment process based on data