Customer Call of the Day

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CHR

CHR

Design matters
Nov 28, 2002
8,951
8,442
113
Anaheim
www.avantegardens.com
State / Prov
CA
From yesterday afternoon:

Customer: "Can you tell me if my flowers have been delivered?"

Me: "Yes, they were delivered this afternoon at 3 pm. No one was home so they were left with the neighbor next door."

C: "Are you sure? I just wanted to follow-up since I haven't heard from her. I work in the flower business and know things can go wrong."

M: "Which flower shop do you work for?"

C: "Oh, it's not a shop. We just take orders."

M: "Do you mind if I ask which company?"

C: (whispering voice) "It's _______."

M: "Well, thank you for placing your order with us direct since we don't fill orders for _________."

C: "Oh, I would never use them to send flowers. I used Google to find your store. Your website and your flowers are so unique and the prices are very good."

M: "Thank you for noticing. We can give better value to our customers by not accepting the the discounted orders from _______ or any of the other call centers. You must have been very busy today.

C: "It's been awful dealing with the complaints. I just took a break to call you."

M: "Well, I hope you don't have to work on Monday."

C: (Sigh) "I do and it will be even worse than today."

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There's a marketing campaign in there somewhere. "If the call center employees know better than to use their own company to send flowers....."
 
customer of the day on friday night!

We close at 6pm on friday, but obviously needed to stay ourselves to catch up on orders, of course, at 7pm , a guy came in ( we forgot to lock door, duh), since i was taking some things out to the car,the customer came in and said I need 5 dozen roses NOW!!! I said sorry sir, we are CLOSED! He said, yeh but , do you take CA$H, and whipped out a huge wad! I mean HUGE!, I said ummmmmm, 5 dozen roses coming right up, just grabbed them out of fridge and wrapped all together in one huge giant celo wrap that must have weighed 20 lbs, ha ha, anyway, he gave me $300 and then an extra $50 tip for doing it! He was in the DOGHOUSE!!!Amazing what some guys will do to get out of trouble huh??!!

Also had a customer come in yesterday in a hurry asking , how much for a dozen red roses? I said, $60 in a vase, he said, oh, what about a box? I said, we don't do boxes, just vased or wrapped in celo....he looked at me like I was crazy and said, WHAT! NO BOXES! You are the only florist I ever heard of not doing roses boxed! And he stormed out very rudely!!!Well....1 hour later , he came back in, all embarrassed and said, I stand corrected, nobody boxes roses around here, he went to 3 other shops who dont box roses and couldnt even sell him roses at all! So he came back and apologized to me and praised us for even having nice looking roses to sell, he bought a dozen latin lady burgundy red roses instead of plain old red and was blown away, he got them in a vase instead! I said, guess what sir, I can put a BOX on bottom of vase to keep it from tipping over, so there is a box after all! He thought that was really funny! I won over a new customer, I like those stories better than the negative stories that I usually dwell over, for every 1 complaint, I usually get about 20 raves, but have always dwelled on the 1 complaint, I am changing my thinking and appreciating more the ones who rave!

happy Mothers Day to ALL! Enjoy your day!
 
Cathy,

That story is classic and would make a HILARIOUS commercial!! I guess that just goes to show that even the employees of dOGs are smarter than some customers ;)
 
master J said:
! I won over a new customer, I like those stories better than the negative stories that I usually dwell over, for every 1 complaint, I usually get about 20 raves, but have always dwelled on the 1 complaint, I am changing my thinking and appreciating more the ones who rave!

happy Mothers Day to ALL! Enjoy your day!
Click to expand...

The raves make us feel good, while the complaints teach us.

Cathy: great story.

For me, my little heart goes pitter pat when I see Wal-Mart employees buying garden plants from me.

Joe
 
master J said:
We close at 6pm on friday, but obviously needed to stay ourselves to catch up on orders, of course, at 7pm , a guy came in ( we forgot to lock door, duh), since i was taking some things out to the car,the customer came in and said I need 5 dozen roses NOW!!! I said sorry sir, we are CLOSED! He said, yeh but , do you take CA$H, and whipped out a huge wad! I mean HUGE!, I said ummmmmm, 5 dozen roses coming right up, just grabbed them out of fridge and wrapped all together in one huge giant celo wrap that must have weighed 20 lbs, ha ha, anyway, he gave me $300 and then an extra $50 tip for doing it! He was in the DOGHOUSE!!!Amazing what some guys will do to get out of trouble huh??!!
Click to expand...

Call me crazy, but I don't get the hesitation on immediately jumping into action to get this guy his 5 dozen roses and I mean pronto! Either you were delirious or just down right nuts. I can't even fathom telling a customer who wants 5 dozen roses "Sorry sir, we are CLOSED"! Maybe I should leave my door unlocked after hours when we're still working and hope a customer like him walks in!
 
NavyBrat said:
Call me crazy, but I don't get the hesitation on immediately jumping into action to get this guy his 5 dozen roses and I mean pronto! Either you were delirious or just down right nuts. I can't even fathom telling a customer who wants 5 dozen roses "Sorry sir, we are CLOSED"! Maybe I should leave my door unlocked after hours when we're still working and hope a customer like him walks in!
Click to expand...

I was thinking the same thing! :)
 
NavyBrat said:
Call me crazy, but I don't get the hesitation on immediately jumping into action to get this guy his 5 dozen roses and I mean pronto! Either you were delirious or just down right nuts. I can't even fathom telling a customer who wants 5 dozen roses "Sorry sir, we are CLOSED"! Maybe I should leave my door unlocked after hours when we're still working and hope a customer like him walks in!
Click to expand...

that is EXACTLY what i was thinking.....
 
Me four....or was that five?
 
CHR said:
From yesterday afternoon:

Customer: "Can you tell me if my flowers have been delivered?"

Me: "Yes, they were delivered this afternoon at 3 pm. No one was home so they were left with the neighbor next door."

C: "Are you sure? I just wanted to follow-up since I haven't heard from her. I work in the flower business and know things can go wrong."

M: "Which flower shop do you work for?"

C: "Oh, it's not a shop. We just take orders."

M: "Do you mind if I ask which company?"

C: (whispering voice) "It's _______."

M: "Well, thank you for placing your order with us direct since we don't fill orders for _________."

C: "Oh, I would never use them to send flowers. I used Google to find your store. Your website and your flowers are so unique and the prices are very good."

M: "Thank you for noticing. We can give better value to our customers by not accepting the the discounted orders from _______ or any of the other call centers. You must have been very busy today.

C: "It's been awful dealing with the complaints. I just took a break to call you."

M: "Well, I hope you don't have to work on Monday."

C: (Sigh) "I do and it will be even worse than today."

------------------------------------------------------

There's a marketing campaign in there somewhere. "If the call center employees know better than to use their own company to send flowers....."
Click to expand...

This story would make the PERFECT TV Ad to promote real florists. Camera zooms in on 1-800-Boxflowers sales rep looking for a real florist on the Internet, whispers order into phone, another 1-800-Boxflower sales person walks by and sees what she is doing, gives her a wink and thumbs up sign.
Simple, short and to the point, with added humor, which is the best way to fight back.
 
Why be so harsh on her thinking about no getting 5 doz roses.
SOmetime we loose our thoughts or even rationale way of thinking before we realize our mistake.
It comes from being so tired, overwork.
Glad she manage to get his order but don't hit her over her head anymore.
Sheeeeeeeezzzzz
you would think you would understand as a florist.
Luc
 
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