Tag Archives: 2012
SNEAK-PEAK: Just Released Spode Holiday Express Train 2012!
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Here it is, the Spode Holiday Express Train II! This container was just released and we are giving you a sneak-peak at the beautiful craftsmanship and allowing you first dibs at reserving yours.
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The Spode Holiday Express Train is not only a gorgeous container for arrangements, but it also serves a purpose beyond the life of your customer’s flowers. This unique gift is the second edition of the series and will be sure to keep your customers coming back every holiday season to shop with you. Spode Holiday Express Trains were designed by the Conforti Collection and manufactured by Spode to provide local florists an exclusive item that is unique to your shop. When you buy a Conforti Collection Spode Train you will also be listed on our website as an exclusive dealer. You will not find these trains anywhere else!
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FEATURES:
- Limited in Production
- Codified on LocalFlowerShop.com
- Authentic & Numbered
- Comes in a Collectors Box
- Unique Design
- Manufactured by Spode
- 2 Gifts in 1
- Only Sold by Local Florists
To locate a dealer nearest you, please click here. We are now taking reservations for these trains, please remember that quantities ARE limited. Call us at 1-866-768-2420 or email us at info@conforticollection.com to reserve yours and become an exclusive dealer.
All our best,
Your Beneva Solutions Marketing Team
The Aftermath of Mother’s Day – Make Calls & Complaints = Opportunities!
Today is a day of opportunity for all. I always say the 2 types of service never forgotten is exceptional and horrible.
Today you will most likely receive more calls with complaints than compliments. In many cases they are out-of-town orders. While some customers will say, “I know you didn’t do it the other shop did,” they don’t mean it. They are being kind but at the end, they trusted you with their transaction.
You have a choice…Now is the time to TAKE RESPONSIBILITY. Assure the customer you will get all the details and once you do, you will call them back with a resolution after an explanation.
The biggest mistake I see florists make is apologizing too quickly or stay dealing out excuses before understanding the cause of the problem.
I always ask my staff to LISTEN first. Don’t ever go into a customer service call with a planned resolution. You won’t know what a customer wants until you LISTEN. Trust me, almost everyone does this by nature. I remember once my customer service agent cam in my office and said the customer was upset and my agent offered $10 off and the customer got even more mad. Well do you blame the customer? The order was $200 for a funeral and they didn’t arrive out-of-town. It wasn’t the $10 it was that the customer was never acknowledged, there was more to it. The agent was not trained to listen first, and therefore showed her hand too fast. It was an even greater disappointment as the customer really felt at the point he was just a number.
This was over 5 years ago. I learned quickly that it was MY responsibility to train my staff and not to preprogram them. Listen and react to what is going to make that customer not only be ok, but realize this is why I shop local.
Today’s customer is armed like never before. From reviews online to social networking…..today’s customer is a smoking gun. The way you handle the situation can make and break the relationship and confidence people have with you and your company.
So if you get a complaint today, remember it is an opportunity in disguise!I believe through the years I made more customers from complaints than I ever did from compliments. Everyone can take a compliment, but you see the dedication and the true colors of a company when they receive a complaint!
All my best,
Art
#customers #complaints #customerservice #opportunities #mothersday
Is Your Staff Prepared for Prom and Secretary’s Day?
By now, your marketing plans for Secretaries Day and Proms should be complete. But I ask you this, how much effort have you put into training your staff to make the most of your orders?
For example, Prom requests can take as much time as booking a small wedding. By having the offerings on your webpage (see how we do it), or printed for your sales team to order off of, it simplifies the process and enables you to sell what you planned for.
Secretaries Day orders are probably the trickiest to process in your POS system. We have continued training and had a formal gathering this morning to ensure the team was up to date on all of our processes. I can’t stress enough how much better florists could do with ongoing training and tracking of the orders they receive. Secretaries Day is like a mini Valentine’s Day. Plan for prompt service and be sure to make the most of the experience. That list of people ordering for businesses is a very valuable active list of leads too!
Don’t wait and take orders, sell the products you plan for and create an experience that sets you apart from you competition!