Florist News

treen · #21 (**permalink**) 07-03-2008, 10:22 AM

Complaints or problems of any sort are a p....s off but when you deal with as many orders as we do over a peak I have a philosophy that percentages, averages and statistics play a part. I love to get through a peak with out any at all but sometimes you just have to say it’s down to a law of averages........ you can not get it right 100% of the time ..... that would make us perfect and we’re not!

There are so many things that can go wrong that it’s a near miracle if you don’t have any problems. Just think about it:

1) You have to get all the details right when the original order is placed.
2) The make up florist has to read the mind of the sender to express exactly what it was they wanted when making up their order.
3) You have to trust in your supplier that the materials they’ve sold you are fresh and beautiful.
4) You have to trust your delivery driver not to have his window open and kill all your hard work with a nasty draught.
5) You have to trust the customer not to stick them in front of their draughty open fire place or on the table next to the rad in the hall.
.......as usual I could go on and on..............

I always say to my girls we only do the impossible, miracles are a little extra!

We only had one problem this MD and I’m glad to say it was down to me! I took an order from one of our regulars for 2 outgoing relay orders. She wanted a receipt emailed to her so I spent a little time doing her some fancy emailed invoices and sent them off to her.
In the midst of all the activity I spiked them as sent. She phoned on the Monday morning to say the flowers hadn’t been received and I knew straight away what I had done.
At this point, as with any other problem or complain, my priority is to sort the situation out as quickly as possible and try to keep that customer. If I don’t respond quickly I could lose them forever along with any chance to recoup any loses. If I can sort out the problem at a minimum cost to myself and retain their custom I have a chance to get my money back. I phoned and held my hands up (which she appreciated). She wanted to send one of them but not the other. I agreed to do so and as a good will gesture refunded her for both. This morning she phoned again to order some more flowers....... I reckon I’m about even now ..... money wise ...... and I managed to keep a good customer.

The moral of the story.......... if you get a complaint/problem ( as long as they’re not taking the proverbial) do whatever is necessary at the cheapest cost to yourself and try to keep that customer coming back.

Don't take it personally .......... it’s just a law of averages.