Another what would you do?

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Flowersbytaffie

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May 21, 2005
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Atlanta
www.flowersbytaffie.com
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Georgia
I have a knot in my stomach today about this one!!!

I had a potential customer contact me regarding a retirement party for one of her co workers that was coming up in a few weeks. She asked for as low centerpiece and a corsage. I gave her an email quote that day and she called me back to say that they said it was too much (40-50 dollars total). She asked if we could trim it down because the planning committee is really on a tight budget. So I came up with something smaller and emailed that. She came in a couple of Saturdays back and said that they really had no money but she works in a big office and would guarantee me some business because they have events all the time. I finally adapted the quote to around the 30 dollars that she wanted to spend:hammer: and she said to send that to her email. I heard nothing else from her until this morning when she called and asked where was I with the flowers at 11:00 am. I explained to her that she never confirmed or paid a deposit on the flowers, so I assumed that her budget constraints prevented her from purchasing the flowers or that there was a change in plans. I was restocking this morning and did not have the flowers in the colors that she specified and was overwhelmed with orders that had already been paid for. I am the only designer and I have one driver who was already gone. She told me that I had ruined her event and that she would never recommend me to anyone else. My quotes include a detailed line regarding the deposit being required for services to be rendered...of course she did not read that.

What can I do? Would you send her something, maybe a small arrangement with an apology?

I am learning that I really need to develop a tough chin in this biz!
 
Did she even mention the date of the event to you? Or say that she wanted you to go ahead and create the centerpiece & corsage? If not, you have nothing to apologize for. This woman obviously didn't have her ducks in a row and realized this morning that she had forgotten to complete the transaction.

My opinion is that she didn't want to spend the money and would rather spread the rumor that "I was supposed to have gotten flowers but the florist didn't deliver."

It's a hard call to make. I might send a small arrangement saying "I'm sorry we had a miscommunication or misunderstanding" and would make it quite clear that you would have professionally created and delivered the flowers if she had completed the order and then state your policy about deposits. It just depends on how much you think she is going to bash your biz.

With that said, I wouldn't run with my tail between my legs. She didn't complete the order which isn't your fault but, word of mouth can spread like wildfire.
 
Thanks!

She mentioned that it was this week but did not give me the day. We never talked again after that day in my shop. She told me to email the updated quote so that she could get some approval from the committee and never heard another thing.

I probably will send something small to her and as you said clearly let her know my policy as you said.

What a day!
 
felicityflowers said:
It's a hard call to make. I would send a small arrangement saying "I'm sorry we had a miscommunication or misunderstanding and would make it quite clear that you would have professionally created and delivered the flowers if she had completed the order and then state your policy about deposits.
Click to expand...

I'm sorry...but I don't think so.

This woman is a moron, and deserves no compensation.

Nor would I bother with sending a token to remind her that she is a moron!

My Gawd...is her $30 budget really worth "getting into a knot"?

Don't be worried about her spreading the word either...her circle of influence must also realize that she is a moron, so I wouldn't worry about it.

...smile, & move on...
 
I, too, would not send her anything. If you do, you are kind of admitting that you are the one at fault. If someone called you on the phone and gave you a full order then said I'll call you back with the cc and nevre called back, would you send them an apology. Some people are really great at getting free flowers out of florists. I would not worry too much about the harm she can cause your business. She is such a moron she probably has no friends to tell...
 
I totally agree with Lori and Prestonway, send her NOTHING, NADA, ZIP and ZILCH. She will only interpret the free apology gift as you being 100% wrong. Obviously she won't read whatever note you put in it. Do not let this person get to you, she really wanted free flowers. The nerve o' some jerks I tell ya!!!!!!!!!!!!!!!!
 
I also would not send her a free flower arrangement.

I would, however, follow-up with a written letter, keeping a copy with the quotation workups, saying that you are sorry for the miscommunication, and offering to help her in the future.

I would also make it a practice to follow-up on any quotation, large or small, so that things don't fall thru the cracks. when we do this, we simply state that "we are just touching base, to see where things stand." Take notes with your file. Also, an order of this small size would require payment in full prior to delivery. We would also make sure that we have the DATE OF THE EVENT CONFIRMED from the start.

Hope this helps....
Regards,
Cheryl
 
NO, NOTHING,NADA...do NOT make ANY conciliation gestures to this goof, under any circumstances!!

You did YOUR job, she DID NOT do hers.......why on earth do YOU think YOU should pay for HER nonsense??..I'm actually curious??
Why DO YOU FEEL that you owe HER something??
 
I feel sick for you...We are all just to tender-hearted to be good business people. I know from experience that it doesn't help to try to remember all the people who love you....but this really isn't your fault. (I would probably want to send flowers to the person who's party it was:))
Wish we could treat you to a glass of wine, maybe two.
 
You nailed it!

prestonway said:
I'm sorry...but I don't think so.

This woman is a moron, and deserves no compensation.

Nor would I bother with sending a token to remind her that she is a moron!

My Gawd...is her $30 budget really worth "getting into a knot"?

Don't be worried about her spreading the word either...her circle of influence must also realize that she is a moron, so I wouldn't worry about it.

...smile, & move on...
Click to expand...

:musical:you rock prestonway!
 
Since you did this by email you could send copies highlighted with the deposit/acceptance area.. and mention that no date was given in any form to you.
I am always leary of people who can guarantee me future business if I will just give this free or almost free.. because it just never seems that all this future business comes through..kinda like a young kid who says I will cut the lawn on Sat. morning but I need the $25.00 today...ok???
 
There is no way I would send her anything. If you are worried that she is going to bad mouth your business to everyone she knows, well she may do just that but do you really believe that by sending her an arrangement she will go back on her word and tell everyone what a great florist you are?? Yeah right!
It's not your mistake and you don't owe her anything.
 
And if I may add... NYET!!! She is a moron, a twit, or perhaps she kept the money for herself and is letting you twist in the wind.

Send nothing... period!

V
 
I'd send her nothing! We don't deliver until payment is received! This woman is loony, and you owe her no apology. Any gift that you send her would simply be fuel added to her fire, and she would accept it as an admission of your "guilt."
 
carol said:
I am always leary of people who can guarantee me future business if I will just give this free or almost free.. because it just never seems that all this future business comes through..
Click to expand...

and just imagine how much she's gonna try to screw down the 'next' lot! Forget her, otherwise you will just be setting yourself up.
 
Nothing from me either, though I do understand your concern. I think sometimes as small business owners, we worry and fret over every lost sale, every customer who walks out empty handed, as if somehow it has something to do that we are lacking as business people. Truth is, sometimes customers have their own issues, and we manage to make it mean something about us.

Keep doing your job, do as Cheryl suggested and follow up on inquiries after no confirmation - we do the same, just a casual phone call to say "just following up on our conversation about your special event flowers, and wanted to know if you still needed our services ..."

You can't win em all.

tracy
 
I appreciate all of the feedback

I have read through all the responses and agree with most of you about the flowers. I think someone, I think TOTO said that we have to stop giving our product away. After pondering it most of the day, I think I will let this one go. I have had orders to their office before and actually personally know some folks in the building from my corporate america days who have been advocates for my biz. I just get so overwhelmed somedays and want to make the right decisions to continue to make by biz grow.
 
Wouldn't do a thing. My guess is that those who she worked with and her friends, probably know her well and she may do this kind of thing with regularity. I wouldn't bet that even if she did badmouth you, her friends would pay much attention to it, especially if you have a good name in your area. There was no order - period.

Barb
Blooming Gardens
 
Exactly what Preston said for what you should do.

What you should have done was fire this "customer" during the initial qualifying conversation. This wasn't a "potential customer". At best, this was just another freeloader looking for a victim who could make her look good. She probably beat you out of more than $30.00 worth of your time before the alleged "event". And that doesn't count the time and energy you've spent wondering if you could do something to keep this "potential customer".

Learn and move on! You'll be prepared for this kind of situation if it happens again. And if you stay in business . . . it will happen again.
 
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