SELL THE SENTIMENT

During major floral holidays, when the phone rings one of the first questions out of the mouth of the customer generally starts off with, “How much is….” This is especially true for Valentine’s Day when customers are price shopping via the phone. We all know that no one wins when price is where you are competing. While price is very important to consumers in this tighter economy, it is important to share a comfortable amount of information with the customer as possible without overwhelming them with too many details before talking price.
Working with price ranges versus one fixed cost is a way to let customer choose a price point that is financially comfortable for them. A response such as,” We have the finest fresh roses available from $$ to $$$ with many choices of colors and styles of presentation. You can view these on our website if you like, or we can place your order today.” This approach gives most customers the baseline information they are looking for, but allows you to interface with the customer to pursue either additional inquires or to place the order. Keep in mind that it may be the 38Th time you have answered the same question, but for the customer it is their fist time for asking.
While red roses may be the most requested, don’t hesitate to offer additional color choices. Many people are aware of just a few narrow colors of roses and may welcome an additional choice of colors. Also, be prepared with options if roses are not hitting the mark and you sense hesitation. Florabundance has a myriad of flower choices that consumers will gladly embrace given the option. Keep your floral menu available and up to date on your website for customers to place their order at their own convenience.
If there is ever a time for extreme customer service, now is the time. When customers are ready to place their order, no matter how last minute you may think it is, the worse thing in the world for your business is to have them not be able to get in touch with you. Phones off the hook, web sites suspended, locked doors are all sending a very harmful message to the consumer. While you may think it is saying, ‘Next time order early’, what it is really saying is, ‘I do not want your business; please spend your dollars elsewhere’. Not a good message to be sending. Even if you are sold out of a particular product, or cannot accept any more deliveries, at least give the customer the option of another selection or to be able to pick up their flowers versus having them delivered.
Be ready for good things to happen and they will. Preparedness is the key to success. It is a team effort to make the success happen. Florabundance is on your team to make great things happen this Valentines Day!