Switching gears a bit in todayâs blog post and sharing about customer service. Many of us who own a small businesses only desire to provide the best product and service ever. A 5 star rating. With hundreds of floral deliveries happening each year weâve come across some note worthy customer service moments. Some quite the scene while others shaping us into even more excellent florist provider.Â
First, I must note the thoughts bombarding my mind when prepping a floral order. âAre the flowers fresh enough?â, âIs this the right size?â, âWill they be happy with the colorsâ, âIs it too cold outside to deliver?â, âIs this profitable?â, âI need to use more florals to make this look aesthetically pleasingâ.
Have I gotten it right every time? No, but if out of 350 orders there are only 4 complaints, I would say that is darn good my friend. I do have to note, I âDo everything unto the Lordâ something my uncle taught me years ago. So therefore everything is arranged with the most excellence beared in mind.Â
Ok, so how did you please the unhappy customer you might ask? First, because I care about my small business you bet any complaint will feel like a house is on fire. Itâs normal. I want to see everyone happy. In one situation where customer was right: she had received a huge bouquet of calls lilies from us. Customer face timed to show us that the calls lilies were bruising the next day. She actually was very calm. When I saw the flowers I had to admit she was right. They shouldnât have looked like that the next day after delivery. So I had to make it right. I shared with her that I will be receiving the very best garden roses from David Austin and I will deliver to her another arrangement on us. She was happy with that solution and my take away was this: never to order calla lilies from a certain wholesaler I was using at the time (they provide old flowers to florists who donât always order from them).Â
Our next couple of days we will be focusing on customer service and sharing real experiences for educational purposes.