We’ve all been there. A customer calls requesting an arrangement she saw online, but you don’t have the exact flowers or containers pictured in your inventory. Be upbeat, not apo... Read more
In the duration of a phone call, there’s ample room for error, such as starting the conversation with price instead of the card message or placing a customer on hold without permission... Read more
How do you greet your customers? “How may I help you?” is friendly, but direct — a good choice for people who order over the phone and appreciate expediency. But it’s not n... Read more
Here’s a simple strategy to keep your cool when dealing with an angry, flustered customer: Picture him or her as a small child, “happy and running on a playground,” says Jenny Dempsey, custo... Read more
The headline sounds harsh, but that’s still the gist of many “secret shopper” conversations sales expert Tim Huckabee with FloralStrategies, LLC, has with florist shops around the country. S... Read more
It doesn’t take something as unforgivable as, say, delivering the mistress’ arrangement to the wife, to lose a customer. Quite the contrary, sometimes the tiniest fracture in customer servic... Read more
