1-800 Flowers and FTD owned the airwaves this year. We experienced firsthand shoppers demanding and expecting to pay $29.95 for 2 dozen roses. While we were able to get some people to order with us, it wasn’t easy.
Educating callers was our customer service goal for this year. The two main ways we accomplished this was by posting a video on our website demonstrating what $19.95 flowers in a box really felt and looked like as well as having our staff prepared to answer the “why not?” question. When customers called in with this demand we were ready. When people heard $19.95 or $29.95 they just called because of the price, however when they spoke with our knowledgeable staff they were able to better understand what they’d be getting.
We’d love to hear how your holiday went. We know many of you were uneasy with the holiday landing on a Saturday this year but, even with the rough weather in the northeast, it sounds like many saw an increase in profits.
Here’s what a few shops have shared already…
“One goal we had for this Valentine’s Day was to cut down on overtime. We achieved this by training our staff to sell what we had on hand. We also chose to replace our after-hours answering service with a message encouraging callers to visit our website. This allowed us to minimize custom arrangement requests. We just checked our numbers and they are up from last year so we are really pleased overall!” Sam Smith, George Thomas Florist
“We noticed on Saturday the 14th that people wanted custom wrapped arrangements instead of roses arranged. I think because the grocery stores carry roses all the time at affordable prices that they do not have the romantic appeal they once carried. We also had a hard time getting people to add more than a balloon. We asked every customer and the balloon was the most favorite add on. But sales were up for the 3 day period with awful weather conditions.”
Sue Palazzo, City Line Florist
What where your goals for Valentine’s Day? Did you try anything new this year that worked?
What did your shop struggle with?