さて、皆様は顧客情報というとどのようなイメージを思い浮かべるでしょうか？
美容室に行くと初めに髪質とか悩みとか登録させられる！！
不動産物件を見に行ったら住所とか家族構成とか年収とか聞かれた！！
洋服を買いに行った時に誕生日とか年齢とか聞かれた！！
そうです。それこそがすべて”顧客情報”なのです。
顧客管理手帳というのはその情報をまとめたものを指します。ノートなどの手帳型の場合もあれば、クラウドシステム、さらにはアプリなど業種によっても使う媒体はそれぞれです。
この記事では、顧客管理手帳とは一体何なのか、顧客管理手帳の必要性、さらにはそこに具体的にどのような内容を書かなければならないかについてまとめていきたいと思います。
お客様の情報を記録する、顧客管理手帳とは一体何なのか？
まず、顧客管理手帳とは、お客様の情報を記録していく手帳の事を言います。
手帳とは行っても、ノート、アプリ、クラウド型など、人それぞれによって記録していく媒体は違ってきます。
働く女性の中には、”顧客情報を管理していない！”
と言う人もいらっしゃいますが、これに関しては必ずつけるべきです。何故なら、顧客管理を行うことで、お客様の来店履歴やお客様の情報などを漏れなく把握する事が出来るからです。
いざ久々のお客様が来た時に、どのような人だったのか忘れてしまっていては失礼にあたりますよね。
でも逆に、半年・1年ぶりくらいに来たにも関わらず、お客様のことをはっきりと覚えていたらお客様は嬉しくて、好印象を抱きます。
顧客管理手帳の必要性
1か月に何十人・下手したら何百人のお客様の相手をしていれば、半年・1年も空いてしまうと忘れてしまって当然。
顧客管理情報をきちんと管理することで、その時だけでなく、後から見返してもどう言う人だったのかと思い出すことが出来ますよね。
既存のお客様管理だけでなく、そういった過去のお客様の管理までも出来てしまうからこそ大切なのです。
そんな時に役立つのが顧客管理手帳なのです。では、顧客管理手帳にはどういった内容を書き込めばいいのでしょうか？
手帳に書き込むべき内容について
顧客管理手帳に書き込む内容についてまとめていきたいと思います。
基本情報として、まずは来店情報やお客様の基本情報です。これは、初めて記入する時に書く情報となります。
なぜなら、初めにお客様を知る上で認識していないといけない事だからです。
そして徐々にお客様との交流を深めていく中で、だんだんと記入する項目を埋めていかならないのです。
では、記入すべき具体的な項目をまとめていきます。
顧客管理手帳に書き込む内容：来店情報
まずは、出会ったその日からつけ始めて行きましょう。
いつ初めて来店したのか、そこからしばらくつける事で、どれくらいの頻度で会いに来てくれるのか。 またどれくらいお金を使ってくれるのかを個人個人で把握出来ますよね。
そうすることで、自分の売上は1人1人のお客様の積み重ねによって成り立っていることが、改めて認識できて感謝の気持ちが一層出てきますよね。
また記録して1年が経ったら、出会って1年ですね！と不意打ちで言ってみるとお客様は、そんな細かい事まで覚えていてくれたんだ！と喜んでくれますよ。
顧客管理手帳に書き込む内容：お客様の誕生日
誕生日は、聞いたらすぐに記録するようにしてください。聞いてからしばらくは覚えていたけど、何日か思い出せない！という事はよくある事です。
でも、改めて聞き直すと「自分に興味がないのか」とお客様もすねてしまいますので、もう一度聞くなんて出来ませんよね。
そうならないためにも、記録は必須なのです。誕生日の話にならない場合は会話の流れで自然に聞いてみてくださいね。
そして、お客様のお誕生日には、一番乗りになるように夜中の12時ぴったりに送る、既婚者のお客様であれば、朝出社したタイミングあたりに送るようにしましょうね。
決して夕方に思い出したように送らないことです。また、その際に話した内容など個人的な話を織り交ぜることが大切です。
誕生日プレゼントについては以下の記事を参考にしてみてくださいね。
顧客管理手帳に書き込む内容：好きなお酒や食べ物、タバコの銘柄など
次はお客様の食やお酒の好みについて。お客様がいつもお店に来店された時に飲むハウスボトルは覚えていますか？
それも初めて来店した時に記録しておきましょう。
付き合いが長くなると自然に覚えていきますが、これを最初の方から覚えていたら、とても印象が良いです。
例えば焼酎なら、麦焼酎か芋焼酎があると思いますが、それをどちらが好きか覚えていたら、一気に好印象になりますよ。
また、オススメの食べ物。お客様が好きな食べ物や食の好み、どういった類のお店が好きなのかを理解しておくことで同伴時のお店の提案にも役立ちます。
割烹や日本料理など高級店を好む方もいれば、気楽に飲める大衆店が好きな方、またオシャレなバーなどが好きな方など本当にそれぞれです。
さらにはタバコの銘柄！これも是非覚えておいてください。そして、お客様が来るとわかった場合は是非用意しておきましょう。これだけでお客様は覚えていたことが嬉しいのはもちろん、他の女性とは一味違った存在となると思います。
普通、会ったばかりの女の子はしないことだからこそ行うことに意味があるのです。
顧客管理手帳に書き込む内容：趣味や好きな事など
接客をしている中で、お客様の趣味や好きなことを聞く機会もあるかと思います。それを会話の一貫として聞き流さずに、この先にも繋げられるものとしてメモしていきましょう。
例えば、ゴルフをしている・ジム通いをしている・自転車に乗ることが好き・ワインが好きでワイン会に行っているなどなど。
これらの事は、全て次回からの会話のネタに使えます。
お客様自身が興味のある事なので、そこを詳しく調べて対等に語り合えるくらいの仲になれれば、そのお客様に一目置かれる事は間違いないでしょう。
知り合いの女性で、普段ゲームをしないのにゲームが好きなお客様の席に着いたことで、ゲーム仲間として関係性を深めていた方がいました。すごいですね。
会話だけでなく、誕生日プレゼントにも活用できる内容となるのではないでしょうか。
顧客管理手帳に書き込む内容：仕事について
こちらは会話中に自分からあえて聞く必要はありませんが、お客様から話して来た場合や、ホステスさんであれば名刺をいただく機会も多いと思いますので、いただいた会社に関する情報はきちんと管理しておきましょう。
接待で来られる場合もありますので、誰を立てるべきか、どういう内容で接待が行われるのかなど、仕事を理解しておくことでうまく立ち振る舞いができるでしょう。
業種によっては忙しい時期があったり、仕事が終わる時間が遅かったり、また連絡できるタイミングなどもそれぞれです。
会話であえて仕事のことを口にする必要はありませんが、自分の中で理解をしておくことも大切です。
顧客管理手帳に書き込む内容：その他話した内容
上記以外にも、会話で出て来た内容や、好きな女性のタイプ、好きな芸能人、などなどたくさんあると思います。
そういったことも是非、顧客管理情報として登録していきましょう。
様々な場面で利用できる顧客情報の大切さ
いかがだったでしょうか？顧客管理について。お客様の情報や会話内容をメモすることによって、それが今後ずっーと役にたっていくのです。
話の流れを何度かの訪問にまたがって記録していき、それを話題にしていくうちに何度も続けて来る意味を感じてもらえるようになっていきます。
例えば、2回目に会った時などに前回会った時の話の続きをすると、「この子は他の子とは違うな」と間違いなく感じてもらえます。
これは毎日の継続が必要となってきますので、根気と努力が必要です。でも、努力をすればそれが大きな結果となって返ってきます。
逆に何もしなければ、初めは「可愛いだけ」で指名をもらえていてもすぐに飽きられてしまって終わりです。可愛い子はいくらでもいる世界です。
そういった事態を防いでいくためには、顧客管理はとても大切なのです。
スマホアプリMeltyで顧客管理を行おう！
Meltyでは売上アップのための『顧客管理アプリMelty』をリリースしています。
お客様の基本的な情報や話したことををちゃんと管理しておくことはホステス・キャバ嬢として最高のサービスを提供できるだけでなく、久しぶりのお客様や、何かトラブルがあった際もしっかりフォローすることができます。
なんといっても夜職において顧客管理を行うことは、人気アップやお給料アップへの近道です！！
顧客管理機能以外にも営業効率化に役立つ機能満載！
接客時にも営業時にも大活用できますので、 売上アップの相方としてぜひ利用してみてくださいね！きっと使っていくうちに効果を実感できますよ♪
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