Florist News

Hi all should we simply replace an item of floral beauty just because we received a complaint about it no matter what the complaint, time line of delivery of justification of the complaint. Are we mean and unworthy if we do not replace immediately at the customers wishes. Who do we accept the complaint from is it the recipient or the sender. Have the big companies made complaining an easy option that we struggle to survive against. I do not get very many complaint through out the year but each time I do get one I really let if get to me and feel bad for standing my ground and not replacing or refunding - Why??

Don't let it get to you Oz.

Treat any complaint you get on their own merits. Always ask to see the bouquet/arrangement you have sent out and ask the relevant questions as to care of the flowers etc. If you feel they are trying it on then stick to your guns and don't give a refund/replacement.

If its justified then swallow it, learn from any mistakes you have made and move on.... don't dwell.

__________________



Pidge


www.lilysfloraldesign.co.uk

First rule - Try not to loose the customer - but sometimes I give spray carnations as a replacement - with a note saying this might be the sort of thing that would better suit you!
p.s. They don't let me in the shop much!

Dont u mean, "they dont leave you out much"

__________________

My first ever was today so would you replace as had one man in who brought his flowers back and said they died the next day!!!! 12 days later hes bringing them in a waitrose bag ..... i was gob smacked this afternoon but out of shock i said i will replace them not thinking about it..............

I take each one individually....


If they have followed the care tips and done as they should, right conditions etc the flowers should last min 7 days........most tell me 3 weeks.

If they dont, it is majorly obvious to us, just check with other customers if theres r ok....

If they dont follow care tips, then its their own fault not yours and you cant do anything apart from try to revive them

If tis genuine died fast, contact supplier first and 'investigate' if it was bad batch.


Some think that like big companies we just say ok heres another one but when your a small shop u cant give ur stuff away. I think if a complaint is justified then ok but most of the time its someone trying to pull a fast one.....like the ppl who return them two weeks down the line sayin it died after a few days.......too late to do anything, should have come back sooner....like taking a sandwich bk to a shop to say it was mouldy two weeks after u bought it hahahahaha!!!!!!!!!!!!! Sometimes people like to complain...the customers that arent easily pleased arent worth it e.g. when u go out of ur way to sort it out, offer to replace etc and they STILL want their money back despite there not being a problem....not asif theyre going to use you again is it! x

I had 3 complains in the past 3 years. I replaced them and I newer saw that customers again. I think does not matter what you do with this kind of customers. I just learned. I have care pack & instructions goes out with every single flowers. I did not have complain since more than a year.

__________________
Flowers in Style

www.flowersinstyle.co.uk

The company I work for only really started about 3 years ago and wasn't run by a 'proper' florist so we have never had care packs (I thought this was very strange) Still banging my head against a brick wall trying to get some sort of care information together to go out with bouquets! On the plus side, there's nothing on the bouquets to say where they came from so they wouldn't know who to complain to anyway!!

[quote=Sophie bird;259497]The company I work for only really started about 3 years ago and wasn't run by a 'proper' florist so we have never had care packs (I thought this was very strange) Still banging my head against a brick wall trying to get some sort of care information together to go out with bouquets! On the plus side, there's nothing on the bouquets to say where they came from so they wouldn't know who to complain to anyway!![/QUOTE]

Surely having branding of some discription would be advertisement

You would think! I've suggested everything, from little stickers on the bouquets to personalised cellophane, but head office won't even ok business cards!