Customer Service: It's Your Responsibility to be a Problem Solver

When I owned Beneva Flowers I relied on surveys to ensure that our customers were happy with the experience and service they received from Beneva. How else would I ever know? I recently had a client of mine wonder why they were not converting so I set out on a little mission to see for myself what their service was like from a customer's point of view.

I called the shop (with the owner on the line) and tried to get some flowers sent that afternoon. While her employee knew better, she still said no to my request and told me she couldn't take my order because the last deliveries had already gone out.

That was it, there was nothing they could do for a customer who may have been willing to go to great lengths or spare any expense to get the flowers delivered. None of that mattered to the employee, it was a firm "no" - end of discussion.

When the shop owner heard this, I didn't even need to explain why they weren't converting, the owner picked up on the problem right away.

Yes We Can

Being a Yes We Can florist is a commitment of attitude. This is the difference between you and your competitor; it's assuring the best experience possible for every customer and finding a way to make it happen.

Another way to look at it is a problem-solving technique. The customer has a problem - he needed flowers delivered that day - and it's up to the shop to decide if they want to help that customer fix their problem, or tell them "sorry" and give them the number of their competitor. What if the customer was willing to pay an extra $20 to take the order and make the delivery? What if it was an extra $50...or $100? Unfortunately, that shop will never know because they didn't even offer an alternative, just a flat-out "no."

A Yes We Can florist would have handled the situation differently. ​At Beneva, when we were faced with an afternoon delivery request, we did the following...

1. Asked who we were speaking with. Now you can quickly check to see if they are a long time customer or CEO of a large company.

2. We always asked if they had something in mind. If not, it's okay to ask, "Is there a price range you are comfortable with?" Now, they may say a number when at that moment you can say...

3. "If you can work with what I have just made for our cooler designs, we could expedite your order AND HAVE IT DELIVERED BY (the requested time)." Repeating that the order will be able to be delivered by the time requested. You may think they assume that but just say it anyway because it reiterates what point and also closes with that they want to hear - that Yes You Can accomplish their request.

4. Remember to always suggest the add-on. I would recommend, "Would you like a box of Godiva chocolates or a birthday/anniversary/get well soon balloon so everyone will know the special occasion and meaning of the day for the recipient?"

By explaining it, you speak to the best results and the purpose. Never assume they are thinking of the balloons and the message it announces. When people see "Happy Birthday," everyone passing by shares good wishes - it's like magic!

Here is a video of an actual call that we used as a training guide at Beneva so you can get a better idea of the technique:

The only issue I would have is that she mentions it would not be a problem. That makes me cringe a bit because I feel that calling to place an order should never be a problem of any sort. Once she saw the camera she used the postcard to reference the conversation.

You see, there are so many little things our agent did well (as did all our staff) and that's what made us "just that much better." She closes with important information as she announces it and reassures the customer that, "We will take very good care of this for you."

Lost Order Log

Having employees keep a "lost order log" ensures you will know about any order you don't close and why you couldn't close it. It's important to ensure that no one gets in trouble if this is used, but they know if they don't log it there could be an issue. I can't imagine running a shop without it, here is the one we used - I think it will help you tremendously if you don't already utilize something similar.

The last quarter is about to begin. I recommend everyone review this in your morning meetings and keep it near the phones. A smile has a voice, SCREAM!!!

Have a great week!

-Art

If you would like help on employee training or are looking for new customer service techniques, Bloomerang Solutions is here to help! From digital solutions to in-store sales and marketing assistance, Bloomerang is your friend in the floral business! Give us a call at 941-806-1911 or drop us a line below and let us know how we can help your business bloom!

Marketing Opportunities Abound in October 2023

As autumn sets in and everything takes on a "pumpkin spice" hue, October emerges, bursting with activities and observances. This month presents a plethora of opportunities for businesses to connect with customers and boost traffic to their stores or websites.

Whether it's football, Halloween, or other festivities, October is brimming with celebratory occasions. Here's a look at some major events this month:

Breast Cancer Awareness Month

While orange, brown, and black often symbolize October due to their links with falling leaves, harvests, and Halloween, the color pink has been making a significant mark. This is thanks to the ever-growing prominence of Breast Cancer Awareness Month, observed throughout October. The color pink dominates the month, from iconic landmarks shining in pink lights to vibrant pink NFL sideline gear. This serves as a reminder of the battle against this disease and the courageous individuals, both women and men, confronting it. Numerous businesses harness this occasion to raise disease awareness, support research, and assist those impacted by breast cancer.

Boss’s Day – Saturday, October 16

Boss’s Day might not have the widespread appeal of Mother’s or Father’s Day, but it remains a wonderful moment for employees to express gratitude to their workplace leaders. Patricia Bays Haroski instituted Boss’s Day in 1958 while working under her father at State Farm Insurance Company.

Her aim was to earmark a day to acknowledge the efforts of bosses. She also felt younger workers often overlooked the dedication of their superiors and viewed this as a chance to foster better manager-employee relationships. While the day isn't universally recognized, and there's no obligation to gift bosses, everyone values recognition. This presents a marketing chance for businesses to offer small tokens or gifts to local companies for participating employees.

Petal it Forward – Wednesday, October 18

Initiated by the Society of American Florists in 2015, "Petal it Forward" has seen escalating popularity. Beginning as a promotional event in NYC, it now spans the nation, connecting the industry. The idea is straightforward: two flower bouquets are given to random individuals—one to keep and another to pass on. Social media plays a pivotal role, with #petalitforward accompanying photos of recipients. In light of the challenges from the COVID-19 pandemic, last year's observance was muted but deeply felt. This year anticipates a grander comeback, presenting businesses an excellent opportunity to foster community goodwill and self-promotion.

Sweetest Day – Saturday, October 21

Sweetest Day is a unique holiday, celebrated with fervor in certain regions, yet virtually unknown elsewhere. Unless you hail from states like Illinois, Michigan, or Ohio, you might be unfamiliar with this holiday's essence. For those in the know, it's a day for romantic gestures, akin to Valentine's Day. Celebrated on October's third Saturday, traditional gifts include heart-shaped chocolates, cards, and flowers. For businesses in regions where Sweetest Day is celebrated, it's a significant revenue day. However, if it's unheard of in your area, consider introducing it as a novel tradition, catering to those looking for celebratory reasons.

Halloween – Tuesday, October 31

October culminates with the much-loved Halloween. Its popularity surges annually, with preparations beginning as early as August. Although less formal than Christmas or Thanksgiving, Halloween is a delightful occasion for all. As it falls midweek this year, ensure your offerings are prepared well in advance for preceding weekend festivities.

In October, the scope for promotions is vast. If you're seeking assistance or effective marketing tactics this month, turn to Bloomerang Solutions. From tailor-made websites to Google advertising, we're poised to elevate your business. Contact us at (941) 809-5000 or reach out below.

Google Review Cards: Up To 40% More Reviews With This Simple Solution

At Bloomerang Solutions, we’ve always maintained that customer feedback, especially Google reviews, is the pulse of any successful business. Your Google Business Profile, studded with positive, authentic reviews, can significantly enhance your business's online visibility and credibility. But are you capturing these crucial reviews effectively?

Why Ask for Reviews In-the-Moment?

One question that often arises is - "When should we ask our customers for a review?" The answer is: while your service is fresh in their minds. The best time to ask for a review is immediately following a positive experience when the customer is most likely to share their glowing thoughts about your business.

You may think that customers will surely leave a review later if they were pleased with your service. However, as we all know, life gets in the way. Even the most satisfied customers may forget to leave a review amidst their busy schedules.

The Statistical Backing

Don't just take our word for it. A 2020 BrightLocal survey found that only around 20% of consumers proactively leave a review on their own. But, when asked, the percentage of consumers willing to share their positive experiences soars to a whopping 70%! That's a significant opportunity to increase the number of positive reviews that your business could be missing out on.

The 'Ask' in Action

Now that we've established the importance of asking for reviews in-the-moment, let's dive into how you can incorporate this practice into your customer interactions.

• Train your staff: Make sure all your employees understand the importance of reviews and are comfortable asking customers for feedback. Reinforce that it's not an imposition but a simple request that can help your business grow.

• Make it easy: Consider using QR codes, short URLs, or direct links to your Google review page. The easier it is for the customer, the more likely they are to leave a review.

• Don't shy away from reminders: If you have customer contact information and their consent, sending a gentle reminder about leaving a review can be helpful.

Leveraging NFC Technology with Google Review Cards

In the present era of digital commerce, establishing a strong online presence is not just a luxury—it's a necessity. One crucial aspect of this is generating positive online reviews, specifically on Google. To achieve this, innovative tools like Google review NFC (Near Field Communication) embedded business cards come into play.

What are Google Review NFC Business Cards?

Google Review NFC Business Cards are a blend of the traditional and digital, providing a convenient avenue for customers to leave reviews. These cards contain an NFC chip that, when tapped by a smartphone, leads directly to your business's Google review page.

This convenience, facilitated by the technology, removes any hurdles that might prevent customers from leaving a review. They don’t need to search for your business's review page or navigate the review posting process. Instead, they can simply tap their smartphone to the card and post their review in seconds.

Benefits of Google Review NFC Business Cards

In addition to the convenience and ease of use for both employees and customers, the advantages of these cards are multi-faceted:

• Boost in Google Reviews: Simplifying the process of leaving a review encourages customers to share their experiences, leading to an increase in your Google reviews.

• Enhanced Trust & Rankings: More positive reviews build trust with potential customers and enhance your rankings in Google search results, expanding your business's visibility.

• Professional Image: By using these cards, you project your business as tech-forward, customer-oriented, and open to feedback, leaving a lasting impression.

• Versatile Application: The cards can be handed out by any member of your team, be it service staff, managers, or even at self-serve stations, maximizing the chances of receiving instant feedback.

Real-World Examples

A popular local restaurant can have servers present a Google Review NFC Business Card along with the bill, inviting customers to share their dining experience. A boutique store could hand out a card with every purchase, or a home services company could leave a card upon job completion. These cards are suitable across industries, making them an indispensable tool for all small businesses.

Bloomerang Solutions Can Help

At Bloomerang Solutions, we specialize in helping businesses boost their online presence, and we can assist you in incorporating Google Review NFC Business Cards into your strategy. We understand the power of Google reviews and can guide you on utilizing this innovative tool for your unique needs.

Don't let the opportunity to effortlessly increase your Google reviews pass you by. Reach out to Bloomerang Solutions today to get started with your own Google Review NFC Business Cards. For more information, please call or email us here. Together, let's build an online reputation that mirrors your commitment to outstanding service and customer satisfaction!

What's in a Name? Tiny Details Can Cause Big Concerns

It's often difficult to explain to small business owners just how imperative it is for them to pay attention to every detail. This is particularly important when it comes to marketing their business on Google - specifically the name of the business.

That's why I was in disbelief after reading an article in the local newspaper last week. The subject matter hit way too close to home to be ignored because it was about Beneva Flowers - the shop I owned and my family’s livelihood for nearly 40 years.

You can read the entire article here, but the short version is that the business is growing and expanding - and I think that's fantastic! But in the process of doing so, they also decided to change the name of their business!

Not so fantastic, Beneva Flowers - a leading florist in Sarasota for over 37 years - was talked into a brand remake by Miles Media.

Their solution was to drop the "Flowers" part of the name in an effort to create a more universal brand. Assuming they would have known better than to hurt the brand, owner David Shuel trusted the advice. As previous owner, I have studied SEO and website development since 1996 and I almost fell over when I heard the news.

Why is something like that so important? Because Google expects you to title your Google Business Profile (AKA Maps) with the properly recorded name that appears on public records. When you can offer a valuable keyword like FLOWERS already built into your name, you get the best of both worlds. Since the beginning of Google, Beneva Flowers was always the #1 result when people searched for flowers in Sarasota. So I would question, why change it and discard the value of that critical keyword?

The article was published on the Monday after Mother's Day and a week later the search results have TANKED.

Don’t take my word for it, see for yourself! The search result from a search in Palmer Ranch (just across the street) show that Beneva was always on top. But now here are three examples that show where they currently stand right now - nowhere to be found in any of the most popular keyword searches!

Warning to business owners! Call me or a trusted digital agent before making any changes to your brand!! These agencies have tried to get in our company for years even though there was never a reason for the change. In my opinion - and being an owner of an agency - I believe in identifying an area of concern with a solution.

Smart digital marketing is the secret engine that moved you to the top of the search engine results - it not luck, there is always a reason. And details are extremely important. Sometimes even the smallest changes can cause the biggest problems.

Photo: Business Observer

Congratulations Stewart Resnick: A Well Deserved Honor For a Man Who Revolutionized Our Industry

My friend and mentor Stewart Resnick was recently honored with the invitation to join the Horiatio Alger Association of Distinguished Americans. Membership in this prestigious group is limited to a select group of individuals who have demonstrated exceptional leadership, achievement, dedication to their communities, and who have overcome significant adversity to achieve success.

Stewart Resnick

It’s a rigorous selection process, and members are typically accomplished entrepreneurs, business leaders, and other prominent figures who serve as role models for young people. For those who are recognized by the association, membership is a significant honor that recognizes their hard work, perseverance, and success in the face of adversity.

Those words are such a perfect way to describe Stewart Resnick. If you aren’t familiar with him, he has a very nice wikipedia page that describes him as a self-made billionaire and the “richest farmer in the United States.” He’s all of that and more. He’s a genuine down-to-earth person who gives to countless millions to charities and thrives on helping others succeed.

His wiki also describes him as the founder and owner of The Wonderful Company, a privately-held conglomerate that includes brands such as Pom Wonderful, Fiji Water, and Wonderful Pistachios. Perhaps you recognize him now?

One big thing they barely mention is profile is his significant contributions to the floral industry. But what he did revolutionized the entire industry on a worldwide scale.

In 1979, Resnick and his wife, Lynda, acquired Teleflora from The Telegraph Group, a UK-based media conglomerate, and helped grow it to one of the world’s largest floral delivery networks.

Stewart Resnick, center, with wife Lynda, left, and Art Conforti.

Under Resnick's leadership, Teleflora underwent significant changes and growth. The company expanded its product offerings, introduced new technologies, and developed a strong focus on marketing and branding. Resnick also helped to grow Teleflora's membership, bringing on board new florists and expanding the company's reach across the United States and Canada.

What started as a gift for his wife Lynda (Because she loves flowers and gifts) became a support model for florists across the entire continent. Today, Teleflora operates in more than 165 countries and has a network of over 15,000 florists worldwide.

Teleflora: Like Nothing Else in Our Industry

I talk about Teleflora a lot - but I’m not out recruiting florists on their behalf. There is nothing in it for me except for giving back to a company that has given me so much as an entrepreneur over the years. They offer every tool you need to not only become a successful florist, but a successful entrepreneur.

I always say, you can literally put your key in the door, join Teleflora, and have everything you need - along with expert support every step of the way. I don’t know of any other company around today with that goal in mind.

Teleflora is a cooperative organization that exists to support and empower independent florists. By becoming a member of Teleflora's network, florists gain access to a unique range of resources and benefits that can help them to grow and thrive in a competitive industry.

One of the primary ways that Teleflora supports its member florists is by providing a platform for online and phone-based orders. Teleflora's website and toll-free phone number allow customers to easily order flowers from member florists, even if they are located in a different city or state. This can help member florists to expand their reach and attract new customers from outside their local area.

In addition to order processing, Teleflora provides its member florists with marketing and advertising support. The company offers a range of promotional materials, including customized print and digital marketing campaigns, to help member florists promote their businesses and attract new customers. Teleflora also offers training and educational resources, including webinars and conferences, to help member florists stay up-to-date with the latest trends and best practices in the industry.

Finally, Teleflora provides its member florists with access to a network of like-minded business owners. Through regional and national meetings, member florists can connect with one another, share ideas and experiences, and collaborate on projects and initiatives. This sense of community and support can be invaluable for independent florists, who may otherwise feel isolated or overwhelmed by the demands of running their businesses.

Teleflora provides a platform for independent florists to grow and thrive, offering resources such as online and phone-based orders, marketing and advertising support, training and educational resources, and a community of like-minded business owners.

Teleflora always wants their member shops to prosper. I watched this firsthand and personally saw the excitement of listening to Lynda present to use retail florists her ideas for affordable disposable vases to keep the costs down. They are always looking for a better way and always make sure their fellow member florists are involved.

From president Jeff Bennett to Jack Howard and many 20+ year employees, this is a family that anyone doing business with them is fortunate to be a part of the family. First and foremost, they listen. It's clear they don't have to do this - they love doing it and helping retail. Where else do you this spirit? Thank you Stewart and Lynda, the retail floral industry is a better place because of you!

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