Episode 059: Vonda and Lori rewind to Episode 6 when they walk through the 4 must-know rules of customer service. As you know, customer service in business is EVERYTHING! These customer service rules are easy to remember and follow and will make customers happy and coming back for flowers time and again!
To see the details go here:
https://www.thebusinessandpleasureofflowers.com/
Our sponsors:
Flower Clique
One Clique
Flower Prep School
Sponsored by:
Flower Clique
Flower Clique Prep School
Real Life Retail Florist
Episode 059: Vonda and Lori rewind to Episode 6 when they walk through the 4 must-know rules of customer service. As you know, customer service in business is EVERYTHING! These customer service rules are easy to remember and follow and will make customers happy and coming back for flowers time and again!
To see the details go here:
https://www.thebusinessandpleasureofflowers.com/
Our sponsors:
Flower Clique
One Clique
Flower Prep School
Sponsored by:
Flower Clique
Flower Clique Prep School
Real Life Retail Florist
[inaudible] the question to you is if I'm working in the flower shop and I have a person in there, why have you waited on? And the phone is ringing, which do I do first welcome to the business and pleasure of flowers. We're your hosts, Fonda fever and Lori Wilson. And we believe that business and Fen are a perfect combination. Kind of like us, Wanda. Good morning. Vonda. Happy Valentine week. Yes. Valentine week. Oh my gosh. Lori, the craziness. Well, you know, what's crazy is because it's on Sunday in my calendar mind, which my Google calendar mine Monday through Friday, I kept thinking, Oh, we got two more weeks. Like we don't, we don't know. Anyway. So this week when we were trying to figure out what we wanted to talk about, I thought, well, I'm going to go look back and see what we did last February. And I started listening to episode six and realized, Oh my gosh, this is still so timely. It's all about quick customer service tips. So when I approach you and like, Hey, is it is recycling podcasts. The thing, because if it is, we need to do this. And it definitely is. We know it is. And it's still such relevant information. So why not? Right. Right, right. So we talk about four tips for exceptional customer service. Um, you did go in which thank you very much. I knew, I know it still took down a lot of the Chitty chat because play this in your shop this week for your employees to listen to you, uh, whether they're in the back room or whether they're, if it's slow play this, everyone will pick up a tip or two to help get them through the week. Laura, you just said something that will never happen. And that was if it's slow, well that this is going to be slow, play that like after you're closed, right. And you're still there for another hour doing, designing, prepping the shop, then you can play it. That would be right. And what's fascinating, even though we're still in a pandemic, these are still customer service still needs to happen. Right? Absolutely. They're great. Tips. Take a, listen. You guys, I hope they help and Vonda, we're going to be thinking of them all this week. Hang in there. That's right. We'll see you on the other side. Okay. Number one rule to remember when a customer has an issue, acknowledge it with an immediate reply. So timing is everything because of the internet, because of mad customers and customers shop to other people in the town, you, our goal is to respond to that customer's issue ASAP.
Speaker 2:I don't think it's necessarily even an issue. I think it's a, some of this is when the phone is ringing, answer the phone before the fourth ring, after the third ring, while there should be somebody else in line to answer the phone. Because I look at that and I say an immediate reply is even responding quickly when somebody is calling. Cause when I'm calling I'm, as you know, I'm not the most patient person. And I'd likes me to pick up the phone and talk to me right away. And I do think that that's most customers who are calling to order flowers or have some type of a situations, whether positive or negative they want to be heard and they want to be heard now.
Speaker 1:So let me ask you a couple things. I'm going to put you on the spot. I have called flower shops before and it rings and rings. And right now I probably wasn't ordering flowers. Maybe I was calling to talk to someone there cause they know me and or whatever it goes to a voicemail. I understand there might just be one person working, but I will tell you as a customer, if I'm ordering pattern and it sends me to a voicemail and I'm getting ready to buy something, I will just hang up. I agree. My question to you is if I'm working in the flower shop and I have a person in there, why are you it on? And the phone is ringing, which do I do first?
Speaker 2:I would say to the customer that's right next to me. I've just want to acknowledge us customer on the phone and I will be right with you. Can you take a look at this while I grab the phone and then get on the phone? You say flowers, et cetera. This is fun. I need to order flowers. And I can say I'm with a customer right now. If you wouldn't mind holding, I'll be right with you. Or could I have a phone number and call you back?
Speaker 1:Oh, that's a good idea. Yeah. Yeah. I think that's important for employees to know, because sometimes you're caught and you think you're doing the right thing because the person's in front of you, but you've got a customer ringing thinking you're not available. They may never get right.
Speaker 2:Yeah, exactly. It's a hard balance. Somehow acknowledge the customer whether in front of you or on the phone immediately. Right? Right. Okay. While we're on that one, another thing that's real time right now online reviews.
Speaker 1:Oh yes. Especially Valentine's day after Valentine's day. You might have a guy that sends flowers to a girlfriend and then they break up. But some out equally the flowers
Speaker 2:Keep that in mind. And maybe at the end, we'll recap all four of those, the rules of customer services for a review. So let's do first live and then let's go to the reviews at the end and recap. What do you think?
Speaker 1:Okay. Sounds good. Just remind me. Cause I will have forgotten by the time. All right. Part of this first one too, that I thought is acknowledge them with an immediate reply. The bigger picture there is. If I feel like I had an issue, I want you to acknowledge that you understand my issue, right? I'm not saying that it's all going to get solved right there, but I need you. I need to know. I'm heard
Speaker 2:Laurie. I hear what you're saying. Thank you. And that's all you really need to do is
Speaker 1:Right. Right. I hear what you're saying. I get it. I get it. So even if it's it's real or not, it's their reality. Right? We always talk about that. Their reality, their perception. That's really all that matters. Okay. Rule number two. Now I changed this one up a bit. It was don't apologize. But I, in being in this industry for eight years, I would say don't over apologize. I do think it's an important one to acknowledge it. If it is your fault, of course say, I'm so sorry that happened to you. I think it's okay to say that. Don't keep saying it over and over and over again. I acknowledge the issue and say, you're sorry that that happened to them. And,
Speaker 2:And there's not a whole lot more you can say about that is just, they want to be acknowledged. They want to be heard. They want to be acknowledged and they want to be apologized. But that over and over and over again. Right.
Speaker 1:Well, because if you're one of those chronic apologizers, that's going to shape that customer's point of view, let's say it's one of your employees and they're a chronic apologizer that's might be the only representation you have in the shop. And they're like, yup. They screwed up and they're going to share, Oh, they knew that was their fault. I mean, they're going to go on and on. So just try to, and it's hard not to do that
Speaker 2:True because you think that that's what the customer wants when in reality, they don't, it's not good for anybody really. Right.
Speaker 1:This article talks about, try to find a non-confrontational cheerful way to apologize. And like what, what does that mean? So anyway, just don't do it needlessly.
Speaker 2:The other one, that number three that we come to don't shift. The blame goes hand in hand with that. Because when you're saying I'm really sorry, you're you're apologizing that this happened to you. You don't want to go into, but Lori always does that. I don't know why she always does it. I can't tell you. It's all Laurie's fault. It's
Speaker 1:Do you feel like this is a hard one because don't you kind of want to go pan, I still want to throw Laurie under the bus on this. Cause I know it was her that made this or what our she's the one that caused this problem.
Speaker 2:Throw him under the bus. Don't throw your coworkers under the bus. It
Speaker 1:Never ends. Well, it always comes back and bites. You, you just gotta, you know, the whole motto, take one for the team.
Speaker 2:I love that. That's true.
Speaker 1:You just gotta take one for the team and then you can get off the phone and go to the person that caused a problem and say, you owe me, you owe me big. Yeah.
Speaker 2:You know what they said about you? And, and I took it. I took it all.
Speaker 1:It was me. So we've all been there. Um, again, the article calls it, the passing, the buck don't pass the buck. Let it stop with you. Take responsibility. Okay. Last one. Give more than they bargained for Vonda. This seems to be against what profit minded Vonda has always said. What do you think about that as a customer service rule always give more than what you bargained for. Yeah.
Speaker 2:Lori Bart little example here says the goal is if an item is$50, let's provide$60 worth of value and a little good karma. And of course, as profit minded, we don't want to do that. We don't want to give them$60 worth of flowers because then we're making less money and you can't pay your employees and you can't play the driver. So the key is to come up with something that is a perceived value that gives extra value. So the perception is, wow, that is awesome. And I have a friend who was doing that for Valentine's day and they were giving priority delivery, which they were allowing a customer to choose a three hour window of which the flowers could be delivered. And they said, we are, since you ordered early, I'm going to upgrade you to priority delivery, which is a 24 95 value. And I'm just going to charge you the regular delivery charge, which is 1295, you know, choose that three hour window. So now, okay, now I'm giving them more than they expect it. It's like under promise over, deliver on what you're doing. So what is something that you can give them that really doesn't cost you anything perceived value of a priority delivery on Valentine's day is kind of huge. I think that, that, that was a great idea.
Speaker 1:That is a really good idea. I'm trying to, I guess when I looked at this, I agreed with you. If, if they did$60 worth of product in every$50 item, they'd be out of business. Right? So you can't do that. I also think from a sales person standpoint, just being on the phone, going above and beyond what the customer expected, instead of just taking their order, right? Be pleasant, have conversation, figure out who they are. What, you know, we talked about being intuitive and our, one of our products go above and beyond because the bottom line is you want them to hang up thinking, wow, that was a good experience. Those are nice. I would
Speaker 2:Call there again because they really took care of me and they seem to care about me.
Speaker 1:Absolutely. So, yeah, that was given more than they bargained for. It says, uh, one of the examples they used, which I think is very similar to what you did, like Zappos the, the online store every once in a while, you'll get randomly upgraded to first class shipping or simpleness better. And you're like, woo, yay me. What a big deal. And it probably costs that those nothing, but in my mind, I didn't have to pay for that. So that's super exciting.
Speaker 2:Do you think how much more valued you felt as a customer? Because they did that. You're like, Oh wow, I'm going to do that again. Maybe I'll get to, to free shipping again. Yeah,
Speaker 1:Exactly. I need to buy more. I need to buy more shoes. I need to buy more.
Speaker 2:We want at a flower shop is the customers when they're calling Valentine's day or whenever the call is coming in, they need to feel like, gosh, I want to do that more often. One that the experience ordering the flowers was great. But two, they have to be fantastic flowers when the recipient receives them that they're getting like this. Ooh. And I, how fabulous these are. And they're like, Ooh, I like that feeling. I'm going to order flowers more.
Speaker 1:Let me ask you this one question there. Let's say you had an overstock of certain faces, like big basis. Would it be, would it be too expensive if you upgrade it, you were doing a, and maybe you upgraded them to one of these vases that you already had that you really did need to get rid of, but in their mind it was a bigger product. Is that okay? Or am I still losing money?
Speaker 2:No, you're not necessarily losing money. Um, you're not maybe not seeing a bigger base because if I put the same size of arrangement in a bigger vase, it's going to look it's sound going to be in scale or in proportion to what I have. So we are saying is taking better quality veins and putting the same flowers in that only do that. If you've gotten a really good deal on them and there's a great perceived value, like you said, you want to get rid of let the customer know, you know what? I'm going to upgrade these in a more beautiful keepsake vase for you today at that same price, because I value you as a customer. Don't just automatically do it. Let them know why,
Speaker 1:What the, no you're doing it. Yeah.
Speaker 2:Yeah. Again, under promise over deliver. And they'd be like, okay, awesome. I'm happy with that. Yeah.
Speaker 1:Okay. Vonda, it amazes me that those four tips still hold true today. Even though our world has changed so much, way more than we even knew what's going to happen. Um, these still hold true. Oh, absolutely.
Speaker 2:Customer service is customer service, pandemic or non pandemic, right?
Speaker 1:Yeah. No, I agree. And people were posting in our members group. This is my 37th Valentine's day. And everybody's going of telling their story, which I always love to see that, you know how that goes. But 37 years ago, you still had to do this.
Speaker 2:Yeah, that is so true. Absolutely. When I started in the business in 1975. Wow. It was always acknowledged the customer. When they come in the door, acknowledge the customer. When they're on the phone, don't let the phone ring more than three times. They moved that number one boy strings. Right. As much as
Speaker 1:We have evolved, we still do have the same expectations. Right. We're creatures of habit anyway. Okay. Let's do a quick recap of the four. Okay. Number one, I just did. You just did it immediately. And we talked about whether it's a happy or a mad or a sad or whatever. It doesn't matter. The circumstance. If it's somebody on the phone meeting something or they walk in acknowledge as quickly as you can. Number two, always cracks me up. Don't over apologize. Yes. You need to admit fault, especially if you truly are
Speaker 2:At fault. Right. But nothing
Speaker 1:Is more annoying than that person is like, Oh, I'm sorry. I'm sorry. Oh, I'm so sorry. I'm sorry. You're like stop
Speaker 2:Enough. Enough, apologize and move on. Right?
Speaker 1:Uh, number three, don't shift the blame. Don't throw somebody under the bus. That's what I was going
Speaker 2:To say. Don't throw them under the bus. Under the
Speaker 1:Bus, even though everything in you probably wants to. Right. You can go straight to them afterwards. Say, I just took one for the team. You owe me big, but don't do it in front of the customer because it doesn't help the company.
Speaker 2:Don't do it in front of coworkers either. Right.
Speaker 1:Don't do it. Just don't do it. Just do it in your mind. Do it in your mind. And then what is the last one?
Speaker 2:It says, give your customer more than they bargained for not financial, not extra flowers, but that extra customer service or a perceived value that makes them feel like, wow, I'm extra special. Yep.
Speaker 1:Nope. I think these are perfect. So, uh, again, if you're listening to this and your staff, isn't play it again. Play it again. Another time in your, in your office. So, okay. What Vonda is inspiring you this week? Well, you know what? I'm going to ask you first. Oh, okay.
Speaker 2:Because you know, you always asked me it's my turn to go first, Lori.
Speaker 1:Well, what's inspiring me. If you guys are following on our podcast page, I've been posting your ladder pictures of
Speaker 2:Our flower, click boxes. Move them there, man. Why do you love them? Well, first of all, because they're pink. Yes. And is that going to evolve? Because they're pink? Nope, because they say flower, click on them. And you know what? Ellie worked really hard
Speaker 1:On these. We have to give Ellie kudos when it's very clear. She's the one that created it. It had to be simple yet represent who we are as a company. And so it's exciting. And what I love even more than just the boxes is our members were so excited to get them and they were all sending us pictures. My new boxes are here. The boxes are here. So anyway, okay. What is inspiring? You Vonda. Well, it's good that you went first because I would have blown it then because what's inspiring me are the bouquets that are in those boxes because I knew I'd go pays, have been coming in. Absolutely gorgeous members have been posting pictures of, and I just know how much easier their Valentine's day is going to be, because really they're going to be able to cut and create the flowers are there. They're not running back and forth in the cooler and trying to figure out what goes in each arrangement. Right. That's inspired me. I'm just hoping and praying that Valentine's day is a really wonderful holiday for them and that they can play Cupid time again right now. I agree. I do want to clarify something because I have had a lot of people, private message me. Um, because we've been posting these boxes, these bundles and boxes are for flower click members. Unfortunately, it's not something that people can just randomly buy. So I've probably had a dozen people reach out to, you know, how do I buy those? Um, they go along with a flower click membership. And so if that's something you want to talk about, let us know if not, no big deal, but I just thought that definitely needs Claire clarification. Yeah. That's very good that you could clarify that Lori it's basically that those bundles are what's on your website, right? They wouldn't help another shop. That's not a member because like you said that the designs are on the website. So, all right. Well, these people need to get back to work on it. It is Valentine week. It is Valentine's week. So everyone again, we'll see you on the other side. Good luck. Thank you so much for listening to our podcast. We hope you enjoyed spending time with us because we enjoy spending time with you. If you did make sure you hit that subscribe button or add the business and pleasure of flowers to your Google morning routine or your flash briefing on Alexa, we look forward to seeing you next week. So please come back and join us and discover how a bit of knowledge and one small change in your mindset can take you to new levels in your life and business.[inaudible].