When training your staff for big floral holidays like Valentine’s Day or Mother’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 (where will it be delivered?)
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 may 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. This short video explains how you can plant the seeds for out-of-town delivery requests:
The most important aspect of training
If I had to change one thing in the video above, it is the use of the word “problem.” We prefer not to use the phrase “NOT A PROBLEM,” and instead replace it with, "It would be OUR PLEASURE." It may not seem like a big difference, but when you’re speaking to a client over the phone, you will be judged on HOW you speak to people.
Good luck with all your upcoming holiday 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 in the upcoming weeks and please remember that we’re always here to help out as you prepare for the 14th. Call us anytime at 941-806-1911 or drop us a line here and let us know what we can do.
Have an outstanding week!
-Art