Seven Human Touches That Stayed With Me

As summer draws to a close, here are six that stood out – and what each one reminds us about clienteling.

While I spent a week in London, Vanessa Herrera – The Clienteling Academy’s ambassador, based in Devon had agreed to come down and spend time together. Then her child fell ill, and her husband was called to London for work. Instead of cancelling on me, she arranged a babysitter, brought the whole family down, and still made it in time to join every business meeting and client dinner we’d planned.

The most precious thing we can give to the others isn’t always tangible – it’s can be our time and attention, especially when it’s inconvenient to give it. 

Same London trip, the next evening, I invited my friend Tatiana Ohnyeva to dinner. When I asked where we should meet, she said, “I’m not far from you – I’ll come and get you in the car.” It was a small gesture to her, yet really touching for me, and it set the tone for a generous evening. As a successful entrepreneur who has built and sold businesses, she shared invaluable advice – how to thrive as a woman founder, how to protect your energy, and how to build authentic, mission-led work.

Anticipating the small friction before your client even feels it – the parking, the awkward logistics – is one of the most under-used forms of luxury. 

I did take a week off to recharge in Porto, at a boutique hotel, Torel Avantgarde. The welcome was beautifully done – a choice of drink (their house-branded sparkling wine, red, white, or any refreshment of your choice), followed by a warm, personal tour of the hotel.

The first ninety seconds set the emotional temperature for the entire experience. A welcome that offers choice makes the client feel seen from the very first moment.

Whenever I’m in Luxembourg, Vola is my go-to hairstylist. Beyond her exceptional skill, she remembers each client’s styling preferences – and she remembers mine: where I’ve travelled, where I’m based, my favourite refreshment. She refers to them naturally when I return, even when I only visit once a year.

Memory is the ultimate proof that a client matters. The magic isn’t in a CRM field but refering to the right detail at the right moment, so the client feels remembered and seen.

Liz and I had just finished a week of training together in Amsterdam, and she’d prepared a thoughtful Korean hydrating face mask for me – a small touch, but a meaningful one, because we both know how a full week of training builds tension and dries the skin.

The most powerful gestures aren’t the most expensive – they’re the most thoughtful. A gift that solves a problem your client hasn’t voiced shows you truly understand and care for them.

One surprise-and-delight ritual I love for elevating a training: a bottle of sparkling wine to close it out. This time Liz brought one from the UK and I brought one from Luxembourg. We handed out the participant certifications with the names hidden – each person opened a certificate and personally presented it to the colleague named on it.

Recognition lands deepest when it’s shared. Designing intentional moments where clients celebrate one another turns a milestone into a lasting memory.

I always love a handwritten card – and the Hästens team prepared one for Liz and me after training, alongside an eye mask, a pillow, and a lavender pouch, ready for our rest and the journey home.

Don’t leave the relationship end at checkout. As Liz beautifully puts it, it’s never a goodbye, but a “see you again.” A thoughtful farewell is an invitation to come back.

Whenever you are ready, here are the ways we can support you (or your business) to thrive in your industry:

• Review Your Customer Loyalty Strategy

• Design a Clienteling Learning Ecosystem

• Elevate Your Clienteling Capability

• Master The Art and Science of Clienteling™

• Deliver an Inspiring Keynote

• Support Your Leadership and Communication Development