Canned Responses
This canned response is used when we chat with a customer in store who wants more information but is not ready to commit to using S&L.
What is "Prospective Wedding Party Intro" canned response.
A groom reaches out about booking a group fitting.
What is book the group fitting, get the names of the wedding party members attending, and update all profiles in HS.
Cost Effective Options
What is off-the-rack fabrics (i.e. black, navy, hlb, hn, etc).
Wedding party has 6 total members.
What is 25% off.
The wedding is in 2 weeks and they want to go with latte suits.
What is No BUT - we can try to pivot them to a different color that we carry off-the-rack.
This canned response is used when we commit a wedding party in-store and complete all 3 steps to getting them registered.
What is "Committed Wedding Party" canned response.
A customer we have previously spoken to about using S&L for their wedding comes in and is ready to get the process started.
What is complete the 3 step process to getting the customer committed and registered.
Wedding Party Timeline Requirement
What is 14 weeks before the weding.
The wedding party has 7 total members, plus the groom, plus the two fathers.
What is 30% off.
The cut-off date for this wedding party is 10/1/2025 and the wedding party has a scheduled group fitting for the whole group on 10/5/2025.
What is Yes BUT - we should be pushing OTR if possible, and always set clear expectations that if they go MTM, they may need additional tailoring before the wedding and it may be a tight turnaround.
This canned response is used when a groom wants to change his details from what was originally submitted.
What is "Detail Change Request" canned response.
A groom has already purchased their gear but now wants to set up a wedding party and receive the discount.
What is register his party and let him know when all guys are registered and have purchased, we can refund his original purchase the 25 or 30% discount you receive as part of a wedding party.
Additional Groom Perks
What is an additional free outfit, based on what the groom purchased for the wedding.
A groom only has 2 other people in his party but is pumped about S&L and ready to commit.
What is Yes BUT - we should let him know we can honor the wedding discount of 25% but the groom is not eligible for a free additional outfit unless there are 4 guys total purchasing.
A groom commits 15 weeks before the wedding and wants to do a burnt orange suit for himself, but good with the groomsmen going with solid navy suits and standard details.
This canned response is used when a wedding customer cannot be found in Hubspot, but we were able to locate the wedding party and get them fitted anyway.
What is "Groomsman Fitted - Not in Hubspot" canned response.
A groomsman calls to book an in-store fitting but he was marked as a virtual fitting in Hubspot already.
What is schedule the fitting and send the "Change Customer's Fitting Type" canned response in Hubspot to update to an in-store fitting.
Gift Card Options
What is we require the groom to purchase gift cards if he wants to cover any portion of his groomsmen's outfits for them to use at the time of their fittings.
A customer wants to purchase an overcoat at the time of their fitting and is asking what discount they would receive.
What is 15% off.
What is Yes BUT - we should have the groomsman get into the store immediately (set a deadline) and set expectations if he has to go MTM (timing, tailoring, price point).
This canned response is used when a groom commits to using S&L in-store but is not ready to complete their registration/outfit details quite yet.
What is "Wedding Party NO DETAILS SUBMITTED" canned response.
A customer who is going through the virtual fitting process calls and asks why they are receiving a black suit instead of a heathered olive suit.
What is explain the trial gear process, let them know the wedding team will be in contact further to continue their process, and send the "Wedding Team - Action Needed" canned response so the wedding team can connect with them on next steps.
Virtual Fitting Process
What is the way we get customers taken care of who don't live near our stores - they fill out a sizing form, we send them products, we follow up on fit, get photos from the customer and schedule a sizing call to help determine the next best steps.
A customer is asking why the suits online are $550 but he is being charged $410, rather than $385.
What is the bundle discount - you cannot stack discounts with the wedding discount so the suit starts off at the regular price of $585.
A full wedding party comes in 12 weeks before the wedding date and wants to go with heathered cappuccino suits + the Leonard DS.
What is Yes BUT - we should immediately register the wedding party fully, and email the wedding team the "Party Commit - Under 14-Week Deadline" canned response with information that the party has already been fitted. BONUS: Set clear timing expectations with the party as well.