Turn 2: Secure a Christmas Order When Customers Call for Thanksgiving

Thanksgiving is on Thursday, November 23, 2023. Before Thanksgiving orders beginning to pour in, make sure your agents are ready to "Turn 2" by capturing a Christmas order as well. Thanksgiving is the perfect time to pull out one of our favorite sales tools! It's easy and best of all, effective because it offers real value for customers while crossing one extra item off their holiday "to do" list. Watch this brief video (it's less than a minute) to refresh yourself and your staff.

If you have any questions or need any assistance in training your staff on the "Turn 2" technique, your friends at Bloomerang Solutions are here to help you! Give us a call at (941) 806-1911 or drop us a line below. We look forward to hearing from you and helping you "Turn 2" this holiday season!

Customer Service: How to Exceed the Expectations of Every Single Customer

Can you remember the last time a business went out of their way to make you feel appreciated – or conversely – left you disappointed because they failed to meet your expectations? Most people can probably recall being in both of those situations because we only remember two kinds of service – exceptional and terrible.

You definitely don’t want to be terrible, but if you’re not striving for exceptional then you’re settling for mediocre. Is that what you want to be known for? If not, then it is up to you to change the perception of your business and it begins with customer service.

Today’s consumers expect more than ever before. They’re smarter, have more choices, and demand better experiences than they may have tolerated in the past. With so many options available at the touch of a button, consumers don’t hesitate to seek something new if their satisfaction isn’t met.

This isn’t necessarily bad news for retailers, but it does require some work and a renewed focus on customer service. Relying on reputation alone is not enough anymore, and low prices are great for getting customers in the door, but it won’t bring them back if the service and experience fail to meet expectations.

One thing we can control is customer service

The goal of exceptional customer service is to answer every question with a positive option. The word “NO” must be removed from the conversation and instead replaced with options. Let the consumer decide where to draw the line by choosing how far they are willing to go to get their need fulfilled instead of being told it is impossible under any circumstances.

For example, my flower shop – Beneva Flowers in Sarasota, Florida, delivered 24 hours a day. Obviously we didn’t have our drivers out driving around town all night making deliveries in the dark, but if someone wanted flowers delivered at midnight for whatever reason and were willing to pay the additional fee of $100 on top of the regular delivery fee to get the job done – I was certainly going to make sure his flowers were delivered at midnight – even if I had to get in the truck and deliver them myself.

That never happened though. I always offered to let the drivers keep half of that delivery fee and they would jump at the chance to make a quick $50 for 15 minutes or so of extra work. But that wasn’t the best part. The best part was that the customer who was so desperate to get the flowers delivered was always ecstatic because they were able to find a flower shop that honor such a request to deliver that late. Mediocre businesses would simply say “no” to such a request because it goes against some kind of policy they have. Instead of looking for excuses not to do something, look for a new opportunity!

Take the time to listen with the mindset of making it right with a “YES WE CAN” attitude. If the customer takes the time to voice an opinion, we should take the time to listen and do everything we can to exceed their expectations. That’s what great customer service is all about! If you need help with your customer service, please give me a call. I can help you! (941) 809-5000.

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!