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 and these are the steps we take internally.
What is book the group fitting, get the names of the wedding party members attending, and update all profiles in HS.
We suggest this when a groom asks what route would be the most cost effective for his group.
What is off-the-rack fabrics (i.e. black, navy, hlb, hn, etc).
When a wedding party has 6 total members, they receive this discount.
What is 25% off.
We would make this recommendation to a party who's wedding is in 2 weeks and the party wants to go with latte suits.
What is push to off-the-rack gear instead of a MTO color.
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.
These are the next steps we take when 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. Step 1: In-store commitment form. Step 2: Details and Registration Form. Step 3: Committed Wedding Party canned response.
We require this timeline when a groom is wondering how far in advance to place their orders.
What is 14 weeks before the wedding.
A wedding party who has 7 total members, plus the groom, plus the two fathers will receive this discount.
What is 30% off.
Our response and next steps would be this if 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 book the group fitting, but push 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.
We suggest this next step to a groom who 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.
We let the groom know about these additional perks they will receive for going through S&L for their wedding party.
What is an additional free outfit, based on what the groom purchased for the wedding and a 15% discount on casual gear at the time of their fitting.
A party would receive this pricing if the groom only has 2 other people in his party but is pumped about S&L and ready to commit.
What is 25% off BUT the groom is not eligible for a free additional outfit unless there are 4 guys total purchasing.
Our response would be this to a groom who commits 15 weeks before the wedding and is asking to do a burnt orange suit for himself, but good with the groomsmen going with solid navy suits and standard details.
What is Yes BUT - we should make sure all groomsmen can get fitted ASAP and ask some probing questions about the groomsmen's sizes and locations to ensure we can get them taken care of.
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.
We complete this next step when 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.
We require this method for grooms who want to cover a portion of their groomsmen's orders.
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 who wants to purchase an overcoat at the time of their wedding fitting would receive this discount.
What is 15% off.
We say this when a groom asks to move forward with S&L 10 weeks before his wedding, wants to go with black suits, everyone has worn our gear before besides one local groomsman who is larger.
What is Yes BUT - we should have the larger 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.
We explain this process when a customer who is going through the virtual fitting process calls and asks why they are receiving a heathered light blue suit instead of a heathered olive suit.
What is the trial gear process in a virtual fitting, 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.
We recommend this process for customers who do not live near a store location.
What is the Virtual Fitting Process. BONUS POINT IF YOU CAN EXPLAIN THE VIRTUAL PROCESS: Customers will 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.
This additional discount is causing confusion when a customer sees the suits online are $550 but he is being charged $410, rather than $385.
What is the suit bundle discount - you cannot stack discounts with the wedding discount so the wedding suit pricing starts off at the regular price of $585.
We would tell a customer this if a full wedding party comes in 12 weeks before the wedding date and wants to go with royal blue suits + the Leonardo 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.