Florist News

I always try to think from the customers point of view and how I would feel if I had bought them, and what I would expect. Customer care can go a long way and the customer had bought flowers from you before and was happy. They are also taking time out to come and see you albeit a bit late.

If they where coming to our shop then I would say we would replace to the value. If they do not spend all of the money when they come in on Monday then I would give them a credit note to the value outstanding. They may chose a time when the flowers are cheaper so your loss wont be that great. You also have the option of asking your supplier to meet you a litte bit of the way. Hopefully this way you wont loose to much and also keep a customer who will hopefully promote your shop and not bad mouth you.

Hope the above has helped and not made things worse Townhill22

Like Townhill says you have to think of it from the customers PoV

I always give them a replacement, but I do explain to them that if they had put it in water/not next to their heater/should've brought the flowers in to the shop sooner/roses don't last well anyway get something better value next time/30 secs on high in the microwave is too long etc etc while trying not to sound like I'm arguing with them.

yes, it's yet another way we lose a few more dollars but I think it is worth it for the PR value. Complaining, unreasonable customers are never going to see it your way. Like you I had one only complaint this VD so that is one bad bunch out of roughly 200 if you don't offer them something they will truly beleive you have ripped them off. Tho once I had a guy say "make sure their good cause last time i complained and you replaced them so they mustn't have been fresh" My reply: "It doesn't matter how unreasonable your complaint was we still would've replaced them" Satisfying!

when my customers came in on v day and asked about roses and prices ect, i covered myself by explaining that passion last longer than grand prix, but that grand prix were a larger rose, therefore more expensive than the passion, i also told them what vase life to expect this then made them choose between the roses or a mixed bouquet, and i sold about 50 50 of each variation,this explanation took all of 1 min, when the first question was asked, "go on then, how much is a dozen red roses" i also bought a dozen of the 8.50 roses from asda, and made them up into a box arrangment, i didnt have them on display, but if a customer got shirty over my prices, which a few did, id tell one of the girls to get the "budget option" from the back and then would explain heres your difference in price range sir, they then could see the quality difference and bought my dozen red passion without saying another word

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gerbera daisy

Excellent work Gerb! We do need to educate our customers, tho most of them belong in the "Special Ed" class

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gerbera daisy

Hehehehehe, mwah, you funny this morning Todd. Saving this one up for future use .

I am going to suggest we do the same in our shop, with Tesco flowers as that is our nearest supermarket. Thank you Gerbera Daisy. Our boss always give replacement flowers as she says it good customer care.

I had similar situation (not on Valentines) and replaced bouquet for the same amount of money (£40.00). thought I've lost some money, but not - I have returned customer who spends no less then £40.00 each time....

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www.twiggys-florist.com

thanks everyone for your replies and advice, I rang the "dead rose man" today because it would only have ruined my weekend worrying about it. I needent have worried cause he was really pleasant and nice, hes coming in monday for a bouquet and it wasnt the grand prix it was the passion. Im getting concerned it could have been the roses cause I had another dozen come back today, he was okay as well though, they werent even the cheap ones, they cost £1.55 and £1.60. I got 300 off of heems and 200 off the local supplier so its impossible to know who sold me the "dead" variety........hope it was the customer care and not the roses otherwise I think I'll be customerless on MD!

Appleblossoms, we noticed our passion roses opened quicker than last year. They were the same supplier too.

I bought various things from 3 different suppliers and we had more than ususal problems. Some things we got just looked old to me - waxflower all dried up and hardly any flower left was a good example.

Thankfully we've not had any complaints but it's a worry nonetheless.



Flowerfool