Mother’s Day has finally arrived and hopefully you’re already feeling the rush. With each day getting busier from now until Sunday, it’s important to remain focused on customer service and making sure your customers have the best experience possible.
With such a high volume of foot traffic and phone/online orders this week, it’s sometimes difficult to give every customer the personal attention they desire, but don't forget that many customers who only shop for flowers once or twice a year may not give you a chance next time if your customer service is lacking this time around.
Things to keep in mind this week:
1) Remember to smile - The busier you get, the easier it is to get distracted or overwhelmed. While some customers may be sympathetic and understanding, all customers deserve and expect a pleasant shopping experience. If they enjoy shopping with you, they are more likely to become repeat customers.
2) Focus on individual experiences - Some customers know exactly what they want before they reach your shop, but many customers are relying on you for knowledge and inspiration. Let them hold any pre-made arrangement or gift item that they are interested in while you close the sale. Remember, customers are much more likely to purchase an item that they are physically touching or holding.
3) Don’t forget finishing touches - Customers are looking for ways to make their mothers feel special this week, so many will be open to ideas in addition to flowers. Let them know about products that will enhance their gift. If you don’t ask, they may not even realize they have additional options.
4) Build your marketing list - This week may be the busiest week for you shop for the next few months. Take advantage of this opportunity to build your marketing list by collecting email address from new customers. Offering to email a receipt is an effective way to build your customer database.
5) Get employees engaged by keeping it fun - This week is stressful for everyone, so be sure to take some time to acknowledge employees and rewarding them for their hard work. Consider a prize wheel where employees with the most orders each hour get to spin the wheel for a prize. Not only will this improve employee morale, but it will also show customers that your shop is a fun place to work and visit.
6) Start each morning with a staff meeting - This is an important way to make sure everyone is on the same page each morning and be sure that no issues are being missed. It's also your opportunity to set your staff up for success. Above is a video of one of those morning meetings that I had with my staff a few holidays ago. It really does set the tone for the day.
Most importantly, please don't forget that we're here to help! We know you're busy this week, that's why we're here to help you out in any way we can! Unfortunately, we can't be there to answer your phones or help make deliveries, but we can help with your website or social media. Contact us anytime at firstname.lastname@example.org or give us a call at (941) 806-1911. Good luck and we hope you have a prosperous week!