🛍️ Naples Wallpaper – Walk-In Customer Procedure
🎯 Goal:
To professionally greet walk-in clients, identify their needs, gather essential project information, and guide them toward a consultation, estimate, or sale.
✅ STEP-BY-STEP PROCEDURE FOR GREETING & ASSISTING WALK-IN CUSTOMERS
1. Greet the Customer Warmly (Within 5 Seconds)
“Hi, welcome to Naples Wallpaper! My name is [Your Name] — let me know how I can help you today.”
Smile and make eye contact
Be available, but let the client browse for a moment if they seem unsure
2. Identify Their Purpose
Gently guide the conversation with:
“Are you working on a specific project or just browsing for inspiration today?”
Based on their answer:
If browsing:
“Feel free to explore our sample books. Let me know if something catches your eye or if you'd like help matching wallpaper to your space.”
If working on a project:
Move to step 3.
3. Ask Key Discovery Questions
Use these to understand the project and gather info for the Workiz system (mentally or on intake form):
What space are you wallpapering?
(E.g., living room, bedroom, powder bath, ceiling, stairwell)Is this residential or commercial?
Have you already purchased wallpaper or need help selecting?
When are you looking to start your project?
Do you already have a wallpaper installer, or would you like us to install it for you?
4. Offer Product Guidance (if needed)
Help the customer find samples by color, texture, or brand.
Recommend high-quality options based on space (e.g., washable wallpaper for bathrooms).
Allow them to check out books, noting their name and phone number with a due date.
5. Offer to Schedule an Estimate
If the client is ready:
“We offer free in-home estimates where we measure the space and calculate how much wallpaper you’ll need. Would you like to schedule one while you’re here?”
Schedule directly in Workiz
Collect full name, phone number, email, and project address
6. Enter Client Info into Workiz or Intake Form
Whether or not they schedule, log their visit:
Full Name
Phone number
Email
Project type/location
Notes about what they liked or discussed
“I’ll make sure we keep your info on file so when you're ready, we can jump right back in.”
7. Provide Materials or Next Steps
Give them a business card, estimate info, or showroom brochure
Offer to email follow-up samples or inspiration photos
8. Close with Gratitude
“Thank you so much for stopping in! Feel free to call or visit anytime—we’re always here to help make your space beautiful.”
