Sonali Gogia || Luxury Customer Experience 🇦🇪 🇮🇳

A salesperson complimented my outfit when I entered the store and it completely changed my day.

That small moment made me think about how many client interactions still open with “How may I help you?” — a line that starts a transaction before the client even feels like a person in the room.

One shift I train advisors on: swap identity questions (“Where are you from?” “What do you do?”) for observation (“That’s an interesting pairing — did you plan it?”).

It sounds small, but it changes the entire tone of the interaction — from an interview to a conversation.

Rapport isn’t a script. It’s a skill — and like any skill, it takes practice, not personality.

In my latest article, I go deeper into why this is harder than it looks, and what luxury brands can actually train their teams to do differently.

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