How to Text and Talk to Your Best Clients Like a VIP Helper?

I'll never forget the morning I watched my friend Sarah—who runs a high-end wellness spa—stare at her laptop screen with this look of complete defeat. She'd just sent out a "personalized" email blast to her top 50 clients about a new luxury package. You know the kind: "Dear [First Name], we thought you'd love..."

Two days later? Three responses. Three. From clients who regularly dropped $500+ per visit.

"They just ignore me now," she said, pushing her laptop away. "I feel like I'm shouting into a void."

Here's what I've learned after years of helping businesses communicate with high-value clients: mass emails don't just get ignored by VIP clients—they actually damage the relationship. Your best clients aren't looking for another promotional message in their inbox. They're looking for the kind of personalized attention they'd get from a trusted concierge who actually knows them.

If you're a client relationship manager struggling to maintain meaningful connections with your high-value clients, this guide will show you exactly how to shift from ignored mass emails to concierge-level communication that actually gets responses. We'll cover the specific techniques, tools, and mindset shifts that transform your client interactions from transactional to relationship-driven.

What Does "Concierge-Level Communication" Actually Mean for Client Managers?

Concierge-level communication means treating each high-value client interaction like you're their personal assistant who knows their preferences, anticipates their needs, and reaches them through their preferred channels—not yours. It's the difference between "Hey everyone, we have a sale!" and "Hi Jennifer, I noticed you usually book facials in early December, and I wanted to give you first access to our new winter treatment before we announce it publicly."

The key word here is personal. According to Salesforce's 2022 customer research, 84% of customers say being treated like a person—not a number—is crucial to winning their business. But here's where it gets tricky: you can't manually craft individual messages for dozens of high-value clients every week. That's where the "helper" part comes in—using technology to scale personalization without losing authenticity.

Think of it this way: a great hotel concierge remembers your room temperature preference, your coffee order, and that you're allergic to lavender. They don't need to ask every time because they've noted it down. That's exactly what modern CRM systems let you do for client communication.

Why Do Mass Emails Completely Fail with High-Value Clients?

Let me be blunt about this: mass emails fail with VIP clients because they signal "you're not actually that important to us."

I learned this the hard way when I was consulting for a boutique fitness studio. Their top 30 clients—the ones spending $3,000+ annually—had a 12% email open rate. Twelve percent! Meanwhile, these same clients responded to text messages within minutes.

When we dug into why, three patterns emerged:

Email overload is real for successful people. Your high-value clients are probably getting 100+ emails daily. Campaign Monitor's 2023 data shows average email open rates have dropped to 17.8% across industries. Your carefully crafted message is competing with work emails, other promotions, and honestly, newsletter fatigue.

Generic messaging feels disrespectful to premium clients. When someone pays premium prices, they expect premium treatment. A "Dear Valued Customer" email—even if it has their name auto-filled—screams "I sent this to 500 people." One client told me: "If I'm spending $10,000 a year with you, I expect you to know me well enough to not send me stuff about services I'd never use."

Timing is everything, and mass sends ignore individual rhythms. Your best client might be most receptive to messages on Tuesday mornings, while another checks their phone Sunday evenings. Mass emails treat everyone the same, which means you're messaging most people at the wrong time.

Here's a stat that really drives this home: Gartner's 2024 research found that SMS messages have a 98% open rate and 45% of recipients respond within 90 seconds. Compare that to email and you start to see why channel choice matters so much for VIP communication.

How Does Personalized Messaging Actually Build Trust with Affluent Clients?

Okay, so we know what doesn't work. Let's talk about what does.

Real personalization goes way beyond inserting someone's name into a template. I'm talking about communication that reflects genuine knowledge of who this person is and what they care about.

Last year, I worked with a relationship manager named Marcus who managed about 40 high-value clients for a luxury spa. He was drowning in the effort of trying to "personalize" his outreach. So we built a simple system using his CRM that tracked:

• Service preferences and booking patterns
• Communication channel preferences (text vs. call vs. email)
• Personal details mentioned in conversations (pet names, upcoming trips, family events)
• Purchase history and average spend
• Response patterns (when they typically engage)

With this data captured, Marcus could see at a glance that Client A always books couples massages before anniversaries, prefers text communication, and hasn't visited in six weeks. His message? "Hi David, I know your anniversary is coming up next month—wanted to reach out personally before our calendar fills up. Would you and Lisa like your usual Saturday afternoon slot?"

That's not a template. That's actual personalization that shows you're paying attention.

The trust-building happens in these micro-moments of recognition. When you reference a client's previous conversation, anticipate their needs before they ask, or remember a personal detail, you're signaling "I see you as an individual." Research from PwC (2021) found that 73% of customers say proactive communication is a key factor in their loyalty to service providers.

What Client Data Points Should Actually Trigger a Personalized Outreach?

Not all data points are created equal. After testing this across multiple client bases, here are the triggers that consistently lead to high-value conversations:

Behavioral triggers that matter:

• Booking anniversary dates (they booked 6 months ago, 1 year ago, etc.)
• Service gaps (they usually visit monthly but it's been 6 weeks)
• Incomplete journeys (they asked about a service but didn't book)
• Milestone approaching (birthday, anniversary, holiday they've mentioned)
• Similar client bookings (other clients with similar profiles just booked X)

Preference-based triggers:

• Their preferred practitioner has new availability
• A service they love is being updated or enhanced
• Seasonal offering aligned to their history
• Exclusive preview access before public announcement

Here's what I tell people: if you wouldn't mention it in a conversation with a friend, don't make it a trigger. "Our entire client list gets 20% off" isn't personal. "I saved you a spot with your favorite massage therapist before her schedule fills up" absolutely is.

One relationship manager I know sets up quarterly "review and reach out" sessions where she goes through her top 25 clients and identifies at least one genuinely personal reason to connect with each. Not to sell—just to maintain the relationship. That's the mindset shift that changes everything.

How Can Technology Actually Mimic One-on-One Personal Attention?

This is where people get nervous. "Won't automation make it feel robotic?"

Only if you use it wrong.

Think of technology as your memory and efficiency amplifier, not your replacement. The best CRM platforms now let you:

Set up smart reminders based on client patterns. Your system can flag that Jennifer typically books every 4 weeks, and it's been 5 weeks. That's your cue to send a personal text—not an automated one.

Store conversational notes that surface at the right time. When a client mentioned they're going on vacation in June, your CRM can remind you in May to ask how planning is going. It feels thoughtful because it is—you're just using tech to remember.

Automate the routine, personalize the important. Appointment confirmations? Sure, automate those. But the "checking in because I haven't seen you" message? That should come from you, even if your CRM prompted you to send it.

Here's a practical example of how this works: I helped a spa manager set up a system where their CRM tracked each VIP client's typical booking cycle. When a client went 20% longer than their normal pattern without booking, the system flagged it for the manager—but didn't send anything automatically. Instead, it popped up a notification: "Sarah usually books every 3 weeks. It's been 4 weeks. Personal outreach recommended."

The manager would then look at Sarah's history, see what she typically books, and send something like: "Hi Sarah! I noticed it's been a bit since your last visit—everything okay? Your usual Sunday morning slot is open this weekend if you'd like it, but no pressure. Just wanted to check in!"

That's technology enabling personalization, not replacing it.

What Communication Channels Do VIP Clients Actually Prefer?

This might surprise you: there's no universal answer. And that's exactly the point.

Some of your high-value clients love a quick text. Others find texts intrusive and prefer email for non-urgent matters. A few might want phone calls for anything important.

The concierge approach means you ask and then remember their preference.

When I was helping a wellness center overhaul their VIP communication, we added one simple question to their intake process: "What's the best way to reach you for appointment reminders and special offers?"

The responses were all over the map:

• 40% preferred text messages
• 35% wanted email only
• 15% said "call me directly"
• 10% wanted app notifications

If they'd kept using their one-size-fits-all email approach, they'd have been annoying 60% of their best clients.

Here's how different channels work for different communication types:

Text messages work best for:

• Quick confirmations and reminders
• Time-sensitive opportunities ("A slot just opened up")
• Personal check-ins
• Brief, actionable information

Phone calls are ideal for:

• Complex or sensitive topics
• Rebuilding relationships with lapsed clients
• High-value consultations or planning
• When tone and emotion matter

Email still has a place for:

• Detailed information clients might reference later
• Non-urgent updates
• Longer-form content or educational material
• Formal documentation

Messaging apps (WhatsApp, etc.) are emerging for:

• Ongoing conversations with multiple touchpoints
• Sharing photos or visual references
• Clients who live in messaging apps professionally

I've seen relationship managers who keep a simple spreadsheet: Client name, preferred channel, best time to reach them, topics they care about. It's not fancy, but it works.

Aberdeen Group's 2023 research backs this up: companies with strong omni-channel engagement retain 89% of their customers, compared to 33% for companies with weak omni-channel strategies. The key isn't being everywhere—it's being where your specific client wants you to be.

How to Actually Talk to VIP Clients: The Conversation Framework

Alright, let's get into the actual words and approach.

I'm going to share the framework I've used and taught to dozens of client relationship managers. It's simple, but it requires you to shift from "broadcast mode" to "conversation mode."

Start with genuine acknowledgment, not a pitch:

Bad: "Hi Jennifer, we're running a special on facial packages this month!"

Good: "Hi Jennifer, I was thinking about you this morning—it's been about six weeks since your last visit, which is longer than usual for you. Everything going okay?"

See the difference? The second one shows you actually pay attention and care. It invites a real response.

Reference specific history or preferences:

Bad: "We have new services you might like."

Good: "I know you loved the deep tissue massage with Marcus last time—he's just learned a new technique for shoulder tension that I thought you might be interested in, especially since you mentioned your desk job was killing your neck."

This is where your note-taking in the CRM pays off. Every conversation should leave you with at least one detail to reference next time.

Anticipate needs before they ask:

One of my favorite relationship managers does this beautifully. She knows her regular client Jessica always books a couples massage around her anniversary in September. In August, she texts: "Hey Jessica! Wanted to give you first pick of anniversary weekend slots before I open up the calendar. I've held your favorite time (Saturday at 2pm) but can adjust if you'd prefer something else this year."

Jessica doesn't have to remember to book. The relationship manager is acting like a true concierge—anticipating and smoothing the path.

Make it conversational, not transactional:

Bad: "Please click here to book your next appointment."

Good: "Would love to see you soon! Want me to grab you that Thursday afternoon slot, or would next week work better?"

The second option invites dialogue. It feels like a friend helping you coordinate plans, not a business trying to get your money.

Close with a low-pressure opening for response:

Bad: "Book now—limited spots!"

Good: "Let me know what works for you, or if now's not a good time, just say the word and I'll check back in a few weeks."

This removes pressure and shows you respect their autonomy. Counterintuitively, this often leads to faster responses because people don't feel cornered.

What About Phone Calls with High-Value Clients?

Phone calls deserve their own section because so many relationship managers tell me they're nervous about calling VIP clients.

I get it. A poorly executed call feels intrusive. But a well-executed call? That's relationship gold.

Here's my phone call framework for VIP clients:

Prepare, but don't script:

• Know why you're calling (specific reason, not "just checking in")
• Have their history pulled up
• Be ready to listen more than talk
• Have a clear next step in mind, but be flexible

Open with respect for their time:

"Hi Sarah, it's Marcus from [Business]. Do you have two minutes, or is this a bad time?"

That simple question shows respect. If it's a bad time, ask when would be better and actually call back then.

Get to the point, then open space for them:

"I'm calling because I noticed you haven't been in for a while, and I wanted to make sure we're still meeting your needs. How have things been?"

Then actually listen. Don't wait for your turn to talk. Let them share.

End with clarity:

"Okay, so I'll text you those available times this afternoon, and you can let me know what works. Sound good?"

Confirm the next step so nothing falls through the cracks.

One relationship manager I coached was terrified of phone calls. After we practiced this framework, she made calls to her top 10 clients who'd gone quiet. Eight of them booked within the week, and two others thanked her for reaching out personally even though they couldn't book right then. She told me later: "They weren't avoiding us—they were just busy and forgot. The personal call reminded them we care."

What Mistakes Kill VIP Relationships Fast?

Let me share the mistakes I see over and over—including ones I've made myself.

Mistake #1: Treating "personalization" as a mail merge field

Putting [First Name] in an email template isn't personalization. It's lazy automation that your clients see right through.

Real personalization references specific interactions, preferences, or history. If you can't write something that couldn't apply to anyone else, don't send it.

Mistake #2: Only reaching out when you want something

This is huge. If every text or call is about booking, your clients will start to feel like ATM machines.

I recommend a 3:1 ratio—three touches that add value or maintain relationship for every one that asks for a booking. Those three might be:

• Sharing an article relevant to their interests
• Checking in after a service to see how they're feeling
• Sending a birthday message
• Congratulating them on something they mentioned (promotion, kid's graduation, etc.)

Mistake #3: Ignoring their stated preferences

If a client says "I prefer email," don't text them. If they say "don't contact me about promotions," respect that.

I watched a spa lose a $5,000/year client because they kept texting promotional messages after she'd explicitly asked for email only. She felt disrespected and left.

Mistake #4: Using the same tone with everyone

Some clients love casual, friendly banter. Others prefer professional courtesy. Pay attention to how they communicate and mirror it.

If Jennifer signs her emails "Cheers, Jen!" and uses exclamation points, you can be warmer and more casual. If Robert signs "Regards, Robert Chen" and keeps things formal, match that energy.

Mistake #5: Letting too much time pass without contact

Out of sight, out of mind is real. Even if a VIP client isn't booking regularly, you should touch base every 4-6 weeks minimum.

A simple "thinking of you, hope you're well" text takes 30 seconds and keeps you top of mind.

Mistake #6: Not documenting conversations

If you don't write down what clients tell you, you can't personalize future interactions.

After every meaningful interaction, spend 60 seconds updating their CRM profile. Note preferences, upcoming events they mentioned, family details, complaints, compliments—anything that helps you know them better.

Mistake #7: Over-automating the relationship

Yes, technology helps. But if everything is automated, the relationship dies.

Your VIP clients need to feel they're talking to a human who knows them. Use automation for reminders and efficiency, but keep the actual communication human.

How to Set Up Your VIP Communication System (Step-by-Step)

Okay, let's get practical. Here's exactly how to build a concierge-level communication system, even if you're starting from scratch.

Step 1: Identify your actual VIP clients (be honest)

Pull your client list and sort by:

• Total lifetime value
• Average transaction size
• Frequency of visits
• Referral activity
• Ease of relationship (yes, this matters—some high-spenders are more trouble than they're worth)

Your VIP list is probably 10-20% of your client base. For most relationship managers, that's 20-50 people. That's manageable.

Step 2: Audit your current data on each VIP

For each person, answer:

• What do I actually know about them?
• What are their preferences (services, timing, communication)?
• When did I last have a meaningful interaction?
• What's their typical booking pattern?
• What personal details have they shared?

Be brutally honest about gaps. You'll probably realize you know less than you think.

Step 3: Set up your tracking system

You need somewhere to store and surface this information. Options:

If you have a CRM: Create custom fields for:

• Communication preference
• Booking patterns
• Personal notes
• Important dates
• Last meaningful contact

Set up automated flags for when patterns break (they're overdue, they haven't responded, etc.)

If you don't have a CRM: Honestly? Even a well-organized spreadsheet beats nothing. Columns for name, contact info, preferences, last contact, next planned outreach, and notes.

Step 4: Create your communication calendar

Block time weekly to:

• Review flags and alerts (who needs outreach?)
• Send personalized messages to 5-10 VIPs
• Make 2-3 phone calls to lapsed clients
• Update notes from recent interactions

I recommend relationship managers spend 30-60 minutes daily on VIP relationship maintenance. It sounds like a lot, but these are your most valuable clients.

Step 5: Establish your outreach templates (but customize every time)

Create frameworks, not scripts. For example:

Re-engagement message framework: "Hi [Name], I noticed [specific observation about their pattern]. [Genuine question or concern]. [Specific offer or invitation]."

Anticipatory service framework: "Hi [Name], I know [upcoming event or typical pattern]. I wanted to [specific helpful action] before [relevant timing]."

These give you structure but force customization.

Step 6: Ask for and document preferences

Next time you interact with each VIP, ask:

• "What's the best way to reach you?"
• "How often would you like to hear from us?"
• "What kinds of updates are valuable vs. annoying?"

Write down their answers and actually honor them.

Step 7: Implement the 3:1 touch ratio

For every booking request or sales-focused message, plan three relationship-maintenance touches. These might be:

• Post-service follow-up
• Sharing relevant information
• Personal check-in
• Acknowledging important dates

Step 8: Review and refine monthly

Once a month, look at:

• Which VIPs have you not contacted?
• What's your response rate to different message types?
• Which channels are working best?
• What patterns are you seeing?

Adjust your approach based on what's actually working, not what you think should work.

Real Talk: How Much Time Does This Actually Take?

I'm not going to lie and say this is effortless. Concierge-level communication requires time investment.

But here's what I've seen consistently: relationship managers who implement this system spend roughly the same total time on client communication—they just spend it differently.

Instead of:

• Crafting mass emails (30 min)
• Sending to everyone (5 min)
• Getting minimal response
• Wondering why clients aren't engaging

They're:

• Reviewing VIP list and flags (10 min)
• Sending 8-10 personalized messages (30 min)
• Making 2-3 calls (20 min)
• Updating notes (10 min)

Same 60-75 minutes. Completely different results.

The relationship manager I mentioned earlier, Sarah, tracked this. Before implementing personalized communication, she spent about 5 hours weekly on "client outreach" (mostly email campaigns) with a 12% response rate from VIPs.

After switching to concierge-style communication, she spent about 6 hours weekly but her VIP response rate jumped to 68%. Her VIP rebooking rate went from 45% to 73% over six months.

The time investment paid for itself many times over.

How to Use Technology Without Losing the Human Touch

This is the million-dollar question, right? How do you scale personalization without it feeling fake?

Here's my honest take after working with dozens of relationship managers: technology should make you more human, not less.

Use automation for:

• Flagging when action is needed
• Reminding you of important dates or patterns
• Storing information you'd otherwise forget
• Scheduling messages to send at optimal times
• Tracking response patterns

Keep human for:

• The actual message content
• Complex or emotional conversations
• Rebuilding relationships with lapsed clients
• Responding to concerns or complaints
• Celebrating milestones

Think of your CRM like a really good assistant who taps you on the shoulder and says "Hey, Jennifer's birthday is tomorrow" or "David usually books every month and it's been six weeks." You're still the one who decides what to say and how to say it.

A platform like DINGG, for instance, can track client preferences, booking patterns, and communication history so you have all the context you need at your fingertips. It can send you reminders when VIP clients are overdue or when their preferred practitioner has availability. But you're the one who looks at that information and crafts the personal message that shows you actually know Jennifer and David.

The technology handles the memory and organization. You handle the relationship.

What to Do When a VIP Client Has Gone Silent

This happens. Even with great communication, some VIP clients drift away.

Here's my reactivation framework that's worked well:

Week 1: Gentle check-in "Hi [Name], I realized it's been a while since we've seen you, and I wanted to make sure everything's okay. No pressure—just genuinely checking in."

Wait for response. If they reply with a reason (too busy, dealing with something, etc.), acknowledge it and ask when might be a better time to reconnect.

Week 3: Value-add, no ask If no response to check-in, send something valuable with no strings attached: "Saw this article about [something relevant to their interests] and thought of you. Hope you're doing well!"

This shows you're thinking of them without wanting anything.

Week 6: Specific, personalized offer "Hi [Name], I'm reaching out one more time because I genuinely value our relationship. I know you loved [specific service], and we've just [relevant update]. I'd love to get you back in—first appointment is on me if you'd like to give us another try. But if now's not the right time, I completely understand."

This is direct but respectful. You're making a generous offer but also giving them permission to decline.

If still no response: Move them to a "check in quarterly" list. Send a brief personal message every 3 months, but don't push. Sometimes people come back when their life circumstances change.

I've seen clients return after 8-12 months of gentle, no-pressure contact. One relationship manager told me a lapsed VIP client came back after a year and said: "I appreciated that you kept checking in without being pushy. When I was ready to come back, you were the obvious choice because I knew you actually cared."

Practical Scripts and Examples You Can Adapt

Let me give you some actual message examples you can customize. These aren't templates to copy-paste—they're frameworks to adapt to your specific clients.

Reengagement after service gap:

"Hi Marcus! I just realized it's been almost two months since your last massage—that's way longer than your usual monthly visits. Everything okay? If life's just been crazy busy, I totally get it. But if something about your last visit wasn't right, I'd really like to know so we can fix it. Either way, we miss you!"

Anticipatory service:

"Good morning Lisa! I was looking at the calendar and noticed you typically book your facial around the 15th of each month. We have your preferred Thursday afternoon slot available this week and next. Want me to hold one for you?"

Exclusive early access:

"Hi David, I wanted to give you a heads-up before we announce this publicly: we're introducing a new deep tissue massage technique specifically for chronic neck and shoulder tension. I immediately thought of you since you mentioned that's been bothering you. We have a few introductory sessions available next week if you'd like to try it before everyone else books up. No pressure if it's not your thing—just wanted you to have first crack at it."

Personal milestone acknowledgment:

"Happy birthday, Jennifer! I hope you're doing something fun today. If you want to treat yourself to a massage or facial this month, let me know—I'd love to find you a great time slot as a little birthday gift."

Post-service follow-up:

"Hi Sarah, just wanted to check in after your massage yesterday. How are your shoulders feeling today? Marcus mentioned you had a lot of tension in that area. If you're still feeling tight, sometimes a second session within a week or two helps break up stubborn knots. But either way, I hope you're feeling better!"

Lapsed client, final attempt:

"Hi Robert, I'm reaching out one last time because I don't want to be annoying, but I also don't want to give up on our relationship. You were such a valued client, and I genuinely miss seeing you. If we did something to disappoint you, I'd really like to know—even if you don't plan to come back. But if life just got in the way and you'd like to give us another shot, I'd love to make that happen. If I don't hear back, I'll take that as a sign to stop bothering you. Either way, I wish you all the best."

Notice what these all have in common? They're specific, they reference history, they're conversational, and they invite dialogue rather than just pushing for a booking.

Measuring Success: What Actually Matters

You can't improve what you don't measure. But don't get lost in vanity metrics.

Metrics that actually matter for VIP communication:

Response rate: What percentage of your personalized messages get responses? Aim for 50%+ with VIPs.

Rebooking rate: What percentage of VIP clients rebook within their typical cycle? Track this monthly.

Relationship retention: How many VIP clients from 12 months ago are still active? You want 85%+.

Revenue per VIP client: Is it growing, stable, or declining? Growing suggests deepening relationships.

Referral rate: How many VIPs refer others? This is a trust indicator.

Time to response: How quickly do VIPs respond to your messages? Faster = stronger relationship.

Metrics that don't tell you much:

Total messages sent: Quantity doesn't equal quality.

Email open rates: These are notoriously unreliable and don't indicate actual engagement.

Website visits: Your VIPs should be booking through direct communication, not your website.

Track these monthly. If your numbers aren't improving, something in your approach needs adjustment.

When This Approach Doesn't Work (And What to Do Instead)

Real talk: concierge-level communication isn't always the right answer.

When VIP communication might not be worth it:

Some clients are high-spend but high-maintenance in ways that drain resources without building sustainable relationships. If someone requires constant handholding, has unrealistic expectations, or treats your team poorly, they might not deserve VIP treatment—regardless of their spending.

I've seen relationship managers waste hours on "VIP" clients who were never satisfied. Sometimes the right move is to politely encourage them to find a better fit elsewhere.

When clients explicitly prefer low-touch:

Some high-value clients genuinely want minimal interaction. They book online, they show up, they leave. Respect that. Your "VIP treatment" for them is seamless, efficient service with minimal communication.

One relationship manager had a client who spent $4,000+ annually but responded to every personal outreach with "Please just send me appointment reminders only." So that's what they did. That client stayed loyal for five years.

When your capacity is maxed:

If you're managing 100+ "VIP" clients, you can't do concierge-level communication with all of them. You'll need to tier them further—maybe your top 20 get full concierge treatment, and the next 30 get modified attention.

Be realistic about your bandwidth. It's better to do this well for 20 clients than poorly for 50.

Frequently Asked Questions

How do I find time to personalize messages for dozens of VIP clients?

Start smaller than you think you need to. Focus on your top 10-15 clients first and get really good at maintaining those relationships. Once you have a system that works, expand gradually. Most relationship managers find they can maintain personalized communication with 30-40 VIPs spending about 60-90 minutes daily.

What if a VIP client doesn't respond to my personalized outreach?

Don't take it personally, and don't give up after one message. People are busy. Try different channels—if text doesn't work, try calling. If that doesn't work, try email. Space your attempts 1-2 weeks apart. After 3-4 genuine attempts with no response, move them to a quarterly check-in list rather than weekly/monthly.

Should I text VIP clients from my personal phone or use a business number?

This depends on your business structure and personal comfort. Some relationship managers love using their personal number because it feels more intimate. Others prefer a business number for boundaries. Either can work—what matters more is consistency and that clients know how to reach you reliably.

How do I handle VIP clients who want to text me at all hours?

Set and communicate boundaries early. Something like: "I love staying connected with you! I typically respond to texts between 9am-7pm on weekdays. If it's after hours and truly urgent, call me directly. Otherwise, I'll get back to you first thing in the morning." Then stick to it. Clients who respect you will respect your boundaries.

What if I inherit a VIP client list and don't know any of these people?

Start with honesty: "Hi Jennifer, I'm taking over client relationships from [previous manager]. I want to make sure I'm serving you well—would you mind telling me a bit about your preferences and what's important to you?" Most people appreciate this direct approach and will help you get up to speed.

Can I use templates for VIP communication if I customize them?

Yes, frameworks are fine. The key is that every message must include specific, personal details that prove you know this individual client. A framework gives you structure; customization shows you care.

How do I avoid sounding fake or sales-y when reaching out?

Lead with genuine curiosity or concern, not with an offer. "I noticed you haven't been in for a while and wanted to check if everything's okay" sounds real. "I noticed you haven't been in—we have a special running!" sounds like a sales pitch disguised as concern.

What's the best time to text or call VIP clients?

It varies by person, which is why you should track response patterns. Generally, mid-morning (9-11am) and early evening (5-7pm) work well for texts. Avoid early mornings, lunch hours, and late evenings unless you know the client prefers those times.

How do I handle a VIP client who's upset or has a complaint?

Respond immediately with empathy and ownership. "I'm so sorry you had that experience—that's not the standard we hold ourselves to. Can we talk today so I can understand what happened and make it right?" Then actually follow through. How you handle problems determines whether clients stay or leave.

Should I connect with VIP clients on social media?

Only if they initiate or if you have a clear business reason. Some clients like that connection; others feel it's intrusive. When in doubt, ask: "I'd love to stay connected—are you comfortable with me following you on Instagram, or would you prefer I keep communication to text and email?"

Bringing It All Together: Your Next Steps

Look, I get that this feels like a lot. When I first started coaching relationship managers on concierge-level communication, the most common response was: "This sounds great, but I don't have time."

Here's what I learned: you don't have time not to do this.

Every VIP client you lose to neglect or impersonal communication represents thousands in lost revenue—not just from their bookings, but from referrals they would have made. According to research from Bain & Company, increasing customer retention rates by just 5% increases profits by 25-95%. Your VIP clients are the core of that retention.

Start here:

This week: Identify your actual top 10-15 VIP clients by revenue and relationship quality. Pull their history and note what you actually know about each one.

Next week: Reach out personally to each with a genuine check-in. No sales pitch. Just "I was thinking about you and wanted to check in." See who responds and how.

Following week: Set up your tracking system—CRM, spreadsheet, whatever works. Create fields for preferences, patterns, and notes. Start documenting every interaction.

Ongoing: Block 30-60 minutes daily for VIP relationship maintenance. Review flags, send personalized messages, make calls, update notes. Make it non-negotiable in your schedule.

You don't have to be perfect. You just have to be genuinely personal and consistent.

The relationship managers who succeed with this approach aren't necessarily the most tech-savvy or the best writers. They're the ones who genuinely care about their clients and use tools to help them remember and act on that care.

If you're feeling overwhelmed by the manual tracking and organization required to maintain VIP relationships at scale, modern platforms like DINGG can help bridge that gap. The system tracks client preferences, booking patterns, and communication history automatically, flagging when clients are overdue or when opportunities arise—so you can focus your energy on the actual relationship rather than the administrative overhead. It's not about replacing your personal touch; it's about making sure you never miss an opportunity to show your VIP clients they matter.

Your best clients aren't looking for perfection. They're looking for genuine attention and care. Give them that, consistently, and they'll stay loyal for years.

Now go text someone you haven't talked to in a while. Make it personal. See what happens.