we take a make-up charge off of everything we make (what the customer has paid, minus 30% = flower value) and we also charge delivery on everything unless we can walk with it in town centre, ranging from £2.50 to £5. I also do all deliveries myself, but occasionally the 'phantom driver' makes an apperance:
"yes madam, the flowers you ordered will be there any minute, the driver has just left with them" (quick, where's my car keys)
"we have to charge for delivery sir, as we have a drivers wage to pay"
etc
it sometimes helps to be able to make it 'someone elses fault' in a way, as it stops people taking the piss out of you (in a bad way, not a funny ha ha way) I also use a similar tack when fobbing sales people off on the phone by saying i am not the owner and that she doesn't actually work at the shop.

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