Suggesting upgrades and add-ons are much more effective if you explain their purpose. Flowers by themselves are a terrific gift, but flowers with chocolates and rose petals are an unforgettable experience! Explain the difference to your customers and let them decide which option they prefer for their Valentine. Remember, it's all about how you ask!
The same idea is also true when training your staff for big floral holidays like Valentine’s Day, it's extremely important that they learn and understand the company culture. Just like any recognized corporation like the Ritz or even the Marriott corporation, training is paramount. They’re recognized as masters of customer service because they focus on the “HOW” not the “WHAT.”
We may never be able to reach their level of customer service, but we can certainly follow their model and implement it in our own shops. In fact, the premise is simple (it’s the implementation and consistency that matter) the “HOW” in this instance is how you explain something. Here’s an example:
When you tell someone a service “WILL COST YOU,” you make it sound like they are being punished. No one is inconveniencing us with their request - it's up to us to be ready to handle and address the needs of the consumer. After all, this is why we’re here.
Always remember, a consumer calls us because they need us. It's up to us to make them feel welcome and accommodated.
The “WHAT” is the item and the costs of what they ask for, but anyone can provide that. It’s the “HOW” that sets us apart.
4 points to a successful order taking experience
#1 Identify the price. “What price range were you considering?” Instead of "How much do you want to spend?" Once you understand the price range, you can advise accordingly.
#2 Location. Now that you know the price range the customer is anticipating, the next order of business is finding out the delivery location.
#3 Sell color and fill to value. “What is her (or his) favorite color?” “How about a beautiful custom-designed bouquet (to the value requested)?” Now, if you have enough, offer certain florals like roses, lilies, and assorted seasonal blooms to value - it will be beautiful.
Always try that first. The website and specific items are always available on the web, so try to sell color and price to afford flexibility of the design staff to use the available product for the best value - this is important to explain to your staff, don't assume your staff knows this.
#4 Close with confidence and a chance to sell more. What does that mean? Try this, "Was there any other shopping I can assist you with? We can provide hand-delivered flowers, plants, and gifts, anywhere across the USA." This reminds the sender that they can count on you for delivery ANYWHERE.
Good luck with your Valentine’s Day preparations! I know it’s a busy time, but I also know what an exciting time it is to be a florist! We will be providing more tips and advice this weeks and please remember that we’re always here to help out all week long. Call us anytime at (941) 806-1911 or drop us a line below to let us know how we can help!
Have an outstanding week!
-Art