customer service

Six Simple Steps for Sensational Customer Service

Outstanding customer service is truly an art form and simply doesn’t happen without a lot of hard work. Like most skills, it takes practice and a positive attitude to perfect.

Actions speak louder than words when it comes to customer service and it’s up to your entire sales team to make sure every customer is treated with the professional level of service you’re known for, and that their shopping experience with you is as positive as can be.

You can deliver the most beautiful flowers in town, but if you shop is lacking in customer service, that may be all your customers remember about their experience with you and may likely cause them to seek out alternative options next time they order flowers.

No matter how much we pride ourselves on customer service, there is always room for improvement and it typically starts with the basics. Here are six simple tips that will help create a foundation for a more professional in-store experience for your customers:

  1. Name tags – Customers expect a personalized experience when shopping with reputable companies. A simple name tag indicates you care, and that your customer knows your name when working with your company. Having shirts with your company logo is also important - not only for brand visibility, but also because they create the appearance of an organized team. There is a level of respect and professionalism you earn when you greet your customer with appropriate company attire. People like to do business with people they trust.

  2. Walk around the counter – Joining the customer while they take a look around the shop adds so much value to their shopping experience. This is a practice used by many quality retailers that takes very little training. Join your customer and take your time with them, don’t forget to share your smile, as this will convey a positive and upbeat attitude. Never make them feel rushed, but feel free to make product suggestions or offer your expertise. They will always remember the personal service and attention.

  3. Surveys – Offer a survey on the customer’s receipt. Have your employees circle it and encourage the customers to fill it out. You can even offer a discount on their next visit for completing the survey. Your customers should be proud to fill out your survey regarding their experience in your shop and you will benefit from the valuable feedback.

  4. Offer help to the car – Offer to help your customer by carrying their arrangement out to their car. This is a nice way to see them out the door. It takes very little effort and sends them off with a positive personal experience that is rare in today’s retail world. Again, simple actions like this need to be planned if it is to happen on a regular basis and become a part of your culture.

  5. Get your priorities straight – The most important customer is the customer in the store. Greet customers immediately when they walk in the door. If you can’t assist them, assign someone to do so promptly. Customers are far less likely to turn around and walk out if they have already been greeted. The customer on the phone should be your second priority. A ringing phone is your alert to new business, but remember that the customer on the phone cannot see what else you’re doing while the customer in the store can see you choose the phone over them.

  6. Have a Yes We Can attitude – Being a Yes We Can florist simply means never saying “no” to a customer’s request. This doesn’t mean you have to say “yes” to every request, but you should be able to offer viable alternatives and let the customer decide which course of action they prefer. If someone is willing to pay $100 to make a delivery at midnight, don’t you think you’ll be able to find an employee who’s up for the job – with a nice little bonus to go along with it? Not only is having a Yes We Can attitude a win-win situation for both you and your customer, it also makes your shop shine when it comes to customer service.

If you need some help with your customer service or would like to become a Yes We Can florist, Bloomerang Solutions is here to help! Drop us a line below or give us a call at (941) 806-1911 and let us know what we can do to help make your business bloom!

How to Handle Customer Complaints

We always strive for perfection but sometimes mistakes happen. Maybe an arrangement didn’t make the delivery or some flowers may not have developed as they should have. Whatever the case, you need to have a plan in place to deal with any issues that may arise. With such a high volume of orders and deliveries in such a short time period, even the most careful planning and execution won’t guarantee that every customer will be happy. So what do you do when customers call to complain?

1) Addressing and understanding the concerns is the first step

The biggest mistake you can make is preparing a solution before getting on the phone. In many cases, you don’t know what the customer expects as far as a resolution, so offering them a refund or discount may not be appropriate and could make the situation worse. Instead, listen to their complaint and ask them what they think a fair resolution would be and go from there. If you can meet what their expectations are, they’re going to feel a lot better getting off the phone.

2) Keep in mind that the holidays can get hectic and emotions can run hot

The holidays are meant to be joyous occasions spent celebrating with loved ones but everyone's level of holiday cheer - or lack thereof - is a bit different. For some, holiday shopping and decorating can be more of a stressful chore than a pleasurable experience. That doesn't excuse bad attitudes or Grinch-like behavior but it is important to be sensitive and understanding, even when your customers are not. Some customers may even take it to the extreme and elevate an already uncomfortable circumstance. Be prepared if this happens and do what you can to diffuse the situation so cooler heads can prevail.

3) It’s all about the closing and how you end the incident that happened

If a customer does not ask for anything, now is your chance to exceed their expectations. You could offer to send the recipient a note stating it was your shop’s fault and letting the customer know your name and that you will personally assist them next time they call. You have the opportunity to earn more customers off of complaints than you ever do off of compliments. It’s how you approach that complaint and what you do with it. Remember, they’re already upset, you can only make it better – it probably can’t get much worse.

If you would like help with customer service techniques, Bloomerang Solutions is here for you! From digital solutions to in-store sales and marketing assistance, Bloomerang is your friend in the floral business! Give us a call at 941-806-1911 or drop us a line below and let us know how we can help your business bloom!