Posts tagged "customer service"

The Power of Subscription Flowers

August 21st, 2019 Posted by Josh D Blog, Floral Design, Floral Supplies, Florist Deliveries, Florist Delivery, Florist Operations, Florist Profits, florist technology 1 thought on “The Power of Subscription Flowers”

Florists, are you offering subscription services?

Subscription flowers, or floral subscriptions, include a variety of services where customers can have flowers delivered to a place of their choice in a specified frequency. Depending on the service, customers may choose the bouquets that are sent or receive a random bouquet of seasonal flowers.

Some services also allow flowers to be sent at specific dates or on holidays (eg. Valentine’s Day or anniversaries). While it’s commonplace for customers to send flowers to mark a special occasion, the general reason floral subscriptions are gaining traction today is a growing appreciation for having everyday flowers nearby.

The natural beauty everyday flowers bring to homes and offices invigorates and calms the area. Plus, the convenience of having flowers sent frequently without the hassle of ordering them beforehand is a major selling point.

Who is Offering Subscription Flowers?

It should be noted that not only are florists offering subscription services, but cut flower specialists too.

Floral subscriptions are a growing market and can also help with your inventory. These advance orders let you plan ahead and place orders for unique flowers and stock only what’s needed, cutting down on waste.

You can even use surplus flowers from other orders as part of the bouquets, managing your waste even more.

Image via Shutterstock

Benefits of Floral subscriptions

As a bonus, flower subscription services may allow you to provide better flowers to the customer as well. Using seasonal blooms keeps your bouquets in higher quality that your customers will definitely appreciate.

Of course, the corollary to the nature of subscriptions, you get to develop your long-term relationships with your customers. You can learn about your customers’ preferences as you interact with them in each delivery, and you can customize their future bouquets to match those preferences. This can definitely let you gain their favor, and ultimately improve your relationship.

Image via Shutterstock

There are so many advantages to floral subscriptions that it may feel like you’re missing out on an entire industry not riding the trend. If that describes you, try offering a subscription plans and see how they work!

 

Florists, are you offering floral subscriptions to customers? What are some things that work or didn’t work for you? Please share your comments down below!

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Floranext makes great florist software. Florist websites, floral POS, florist wedding/event proposal software, and florist technology. Let us know if you want a free demo or try our software for free here.

Coffee and Flowers

What Can Your Flower Shop Learn From Starbucks?

January 13th, 2016 Posted by bill Florist Marketing, Florist Point of Sale, Florist POS, Florist Resources, Opening a Flower Shop 3 thoughts on “What Can Your Flower Shop Learn From Starbucks?”

What can your flower shop learn from Starbucks?  It’s simple: Every single customer interaction must be a positive one! Is it possible?  Absolutely!  You need to make it a point to handle all customers even your dissatisfied customers with excellent customer service!

Starbucks Customer Service - For Flower Shops

To achieve stellar customer service, your flower shop needs to begin with a set of company policies and procedures that are used by each and every staff member.  These policies should handle everyday customer interaction as well as how to handle dissatisfied customers.

Training Flower Shop Employees with Starbucks’ LATTE

Looking for a method on how to make dissatisfied customers, life-long customers?  Look to Starbucks Latte method. Starbucks trains it’s employees with one easy-to-remember word “Latte.” Every flower shop or retail business can benefit from these principles to solve customer problems:

coffee and flowers

image via pixabay.com

L = Listen – Listen to the customer

A = Acknowledge – their complaint. This underlines that you understand their issue and helps the customer to clarify

T = Take action – by solving the problem

T = Thank them – “Every complaint helps us do better”

E = Explain – why the problem occurred

8 Tips – Building Your Flower Shop Customer Service Policies

You don’t have to start from scratch building your customer service policies. Here are eight proven strategies to use in your flower shop:

Flower Shop Customer Service Tips

image via google.com

1. Smile, smile, smile
Every customer interaction should start with a smile and employees always polite and professional be it in person, over the phone, in an email or on social media.

2. Greet in-person flower shop customers pleasantly and quickly.
Make sure everyone that enters is greeted with a smile and a hello.  That means everyone, have you ever been in a store and the customers before you and after you are greeted by the staff and you are just ignored? It doesn’t make a good impression about the store, does it? Only positive experiences at your flower shop!

3. Anticipate florist customer needs constantly.
Go the extra mile with foreseeing what customers need before they even know they need it!

Examples include:

  • If they’ve ordered a large balloon bouquet, offer to bag it for transport and recommend a larger vehicle.
  • If they are carrying out vased flowers, offer a box to help keep vase upright in the car.
  • Set expectations of how frequently they’ll need to add water to their vase or plant.  Make sure all of your employees use the same information.
  • Supply flower food packets for free when needed.
  • Do they need assistance to their car?

4. Build a rapport with each customer.
Use a florist point of sale that will allow you to take internal notes on your customers to help you remember them and anticipate their needs. Did they just have a new baby, grandbaby or retire the last time they were in? Write it down in your POS and then ask about it the next time you talk. You just made a life-long customer!  Make it a shop commitment to remember each customer by name and build a connection.

5. Say Thank you!
Nothing is more like music to a customer’s ear than a heartfelt thank you.  When customers feel appreciated by your store staff, they will appreciate your store.

6. Employees should address complaints politely and to the best of their ability.
Remember the Starbucks LATTE method above! What tools do each staff member have authorization to use at their discretion to make it right for the customer? This will vary widely on the scenario. It might possibly be offering a free replacement, offering an upgrade on their next order, etc.

7. Encourage employees to call you in to help with a customer anytime they feel overwhelmed.
Dissatisfied customers can be very challenging and frazzled employees can make the situation worse.  The worst scenario would be for things to escalate out of control and it costs you a customer and possibly an employee.  Try to always be there for support and know when to step in to alleviate the problem.  Maybe have a code word that employees can say when calling for you that will help you know that they have a difficult situation.

8. Be available to your flower shop customers.
Of course, you might not always be available to remedy every customer complaint or listen to their feedback at the moment it happens.  Give your staff permission to give customers your direct line or email.  Respond to any complaint or situation within 24 hours.  Take the information and feedback as a way to improve your business.  A customer who takes the time to contact you is a customer who is worth keeping and will sing your praises if the situation is handled correctly.

Customers have a lot of different places to purchase flowers, make your customer service one of the reasons they come back to you!

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Floranext Logo

Floranext makes great florist software. Florist websites, floral POS, florist wedding/event proposal software, and florist technology. Let us know if you want a free demo or try our software for free here!