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Kimberly Pulito

Kimberly has been an award-winning, Independent Scentsy Consultant since 2012 & has helped thousands of amazing clients create custom scent experiences & motivated individual build their own fragrance businesses.

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One question or situation I like to pose for my team & one I take into consideration when I’m revamping my business is… “your friend just found the best ____ Consultant. When you do business with them, what do they do?” & if it’s financially & time possible, do that. What’s up Doers! Welcome back… today we’re talking about putting a system in place to best serve your customers. If I were to ask your customers how they find out about new products or collections, or just general information about your business, what would they say? Would they say your Facebook, your business page, your customer group, Instagram, YouTube, TikTok, text messages, emails, smoke signals.

But, you get my drift… there are a ton of different ways your customers could potentially get information from you which also makes it really overwhelming for them… & for you. My best advice is find one or two ways that you’re comfortable with, then stay consistent. For some of you, that might be a Facebook group & text while others might be YouTube & emails. The main thing is to ensure your customers know where to get their information.

Email marketing

One thing I do is send a weekly email to my customers. We normally get product information & launch updates on Thursdays so I send mine out every Friday. I block time on my calendar every week to take care of this. I personally love Flodesk because they their interface is simple & gorgeous + they have unlimited everything. With that said, I got in when they were 50% off so if Flodesk is out of your budget, there are great free alternatives like Yet Another Mail Merge (YAMM) that utilize your gmail. If you'd like to try Flodesk, you can sign up here to get 50% off your first year! One perk of sending an email like this weekly is I can easily & quickly duplicate it, take out my links, then send it to my team so I’m touching base with them on a weekly basis outside of our team support group.

Snail mail

Outside of the obvious text & email, another way you can show up for your customers is through snail mail. Nowadays, majority of mail is bills so being a bright spot in an otherwise dark one will set you a part. Postcards are my favorite & I focus on what’s happening that month. Be sure to put your face on them & QR code so they have an easy way to grab what you featured. These can be as your main thank you or a supplemental touchpoint. Here's more information on how I make my own postcards with Cavna & print them with Avery.

Follow up

Now we can’t not mention follow up when we’re talking about serving your customers. A lot of times, people are scared or nervous to follow up thinking they’ll be bugging their customer or being pushy or salesy. To that, I say..

You have to change your mindset!

Follow up is about service, not sales. You’re following up on a past sale, not asking people to purchase again. Think about if your nail tech messaged you a few days after to make sure the length was good or your hair stylist making sure you can style your new cut. They’re not asking you to book another appointment, they’re making sure you’re loving the finally product. Another thing that makes follow up easy for me is I have everything programed in Project Broadcast as a campaign. Once an order is delivered, I add them to a campaign & it sends them a delivery text & another at one week, one month, three months, six months, & year. If they order again, I take them out & add them back to the beginning. And yes, I change up the verbiage slightly each month so those who order every month aren’t getting the same message over & over again. But it’s like that saying… set it & forget it. If you’ve never tried Project Broadcast & would like to, you can sign up here to get 500 credits for free!

Export your data

How many times do you need an important piece of information… maybe a customer’s address or what they ordered so you can follow up… & your back office is down, under maintenance, or down for a product launch queue. It’s important to keep all the important information you need to run your business, on your own terms, outside of your back office. For me, I copied all my data out when I found cracks where orders were missing in specific reports & even my Order History. Heaven forbid & not fear mongering, I’ve seen all too often companies decide to close their doors & not let their Consultants back in. You’re brain can not remember all those people, including your team, so… export them out. With that being said, you need to ensure that you are entering accurate data. How many times have you put in an order & didn’t add their phone number or maybe you bulked it together with another order. If you DO use the native reports or you sync to a 3rd party follow up app, they aren’t going to be accurate for you.

Spreadsheet for searching

Once thing I love about my spreadsheet is I can enter anything into it & it’s completely searchable. I have customers who love or missed out on a specific product so if they come back or end up in clearance, I can easily search for them to keep them updated. I also have my customers sectioned out by the collections they purchase so the next time something else in that line launches, I can shoot them a text.

But really consider that question I mentioned at the beginning…

My Consultant has the best group… what do they do?

My Consultant has the best happy mail… what do they do?

My Consultant has the best ____… what do they do? Then try to implement those things.

In that same vein, if I was the best version of myself, what would I do for my customers? What would the best version of myself do in this situation?

If you had some aha moments or this got you thinking about how you can serve your customers better, take a screenshot, share it in your stories, tag me, & tell me what your biggest takeaway was!

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