Simple Tools for Making Customers Feel Special

Giving a Personal Touch

Quilting may be a creative industry—but the real magic happens in the relationships. When customers feel seen and valued, they’re more likely to come back, spread the word, and stick with your shop long term.

Personalized customer experiences might sound high-tech, but they don’t have to be. In fact, many quilt shops already have the tools they need to create meaningful moments—they just need to put them to work.

Whether you’re running a storefront, an online shop, or both, you can start stitching up loyalty with just a few intentional habits.

Use Simple Tools to Track What They Love

You don’t need a CRM (Customer Relationship Management) platform to keep tabs on your regulars—just a bit of consistency. POS (Point of Sale) systems often allow you to add notes to customer profiles. Jot down favorite colors, preferred precuts, or what project they’re working on. You can also keep a shared spreadsheet or notebook with staff notes on returning shoppers.

For online shops, tools like Klaviyo or Shopify let you tag customers based on purchase history, email clicks, or wishlist items. This helps you recommend products and send personalized messages that feel thoughtful—not robotic.

Offer Recommendations That Feel Tailored

Once you’re tracking preferences, put that insight to work! Suggest classes based on skill level or style, or point out fabrics that match what they’ve bought in the past.

Got a customer who adores batiks? Show them a curated bundle next time you feature a new line, or invite them to a color theory class that uses bold tones. It’s not about selling harder—it’s about showing that you get them.

Celebrate the Moments That Matter

Everyone loves a little surprise and delight. A birthday coupon, a thank-you note after a big order, or a milestone gift (like “10 classes attended” or “first full quilt finished!”) goes a long way in showing customers that they’re more than just a receipt.

These gestures don’t have to be expensive—just intentional. Even a handwritten card tucked into an online order makes a lasting impression.

Ready to Build Loyalty? 

Personalizing your customer experience doesn’t mean overhauling your systems—it just means being thoughtful with the tools and time you already have. 

Start today:

• Pick one place to track customer preferences, like a spreadsheet or POS note field.
• Choose one group to focus on this month—batik lovers, beginners, birthday club members.
• Test one small gesture—like a handwritten thank-you, a product suggestion email, or a bundle just for them.

When customers feel seen, they show up. Start small, stay consistent, and watch your relationships (and sales) grow.

Industry Insight:

Gary Rurup – VP of Sales at Riley Blake Designs & former quilt shop owner

When I owned my quilt shop, I quickly realized that remembering small details about customers made a big difference. I had one customer who always asked for batiks in earth tones. I made a point to call her when new collections arrived, and she’d come in the very next day. It wasn’t about selling—it was about building trust. 

Now at Riley Blake Designs, I still believe the best shop owners are the ones who pay attention. Whether you use a clipboard or a spreadsheet, taking the time to know your customers makes your shop feel like home. That personal touch is what turns a transaction into a relationship—and that’s where real loyalty lives.