Home Depot and HDLS

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For what it is worth, I don't think that there is any ONE solution to our problems. There is no one addtional product that we can now sell that will make up for lost sales and profit.

I think it is going to take a different mind set to work our way though this whole thing. It wil require a change in how we send orders to one another, it will probably require a change in how we price our product so we can look more competitive and we are probably going to have to sell our product and ourselves differently to the consumer.

For example, take a look at the flooring market. My wife has me looking at flooring these days. Did you know that the retail carpeting people actually changed how they price their product to be more competitive with alternative flooring <wood and laminate>. Now carpeting is sold by the square foot rather than the square yard. Much easier to compare the cost of carpeting to laminate or hardwood flooring. One sales person actually told me they found that many customers had touble determining how many square feet were in a square yard and then doing the math.

And finally, there has been no new product that I can think of in the last 50 years. Computer technology doesn't count. I'm talking about a new variety of flower or labor saving device that will actually change how the consumer looks at the floral market. We are selling basically the same products for the last 100 years. If florists had a product that was only available to florists and not everyone else, you could say you have an edge. But we don't, so we are going to have to either steal back customers from other markets or be more creative in selling to markets we currently don't do much in.

Alot of words, but not alot of concrete solutions.
 
Along these lines, yesterday I was contacted by one of my customers in midtown Manhattan who is celebrating the shop's 100th Anniversary this year. They are going to throw a couple of big parties and he wanted me to write a program that would calculate his customer's YTD purchases for the last 5 years and rank them according to their purchases for each year. He also wanted the ability to export the list to Excel so that he could further sort and select which of the 24,000+ customers on the list he wants to invite to the parties.

I worked on the program yesterday and installed it in his system. Ran it, and when I looked at the results I noticed that 7 out of his top 10 customers had spent considerably less in 2003 than they did in 1999. Every year since 1999 shows adecrease for these customers, but more so since 2001.

His top customer went from spending over $33,000 in 1999 to just over $21,000 in 2003. The drop from 2001 to 2002 was huge, going from just a little over 32,000 to slightly under 20,000.
So business did pick up a little from 2002 (about $1500 for this customer) but is way down over all since 1999.

I don't know if this is an isolated problem with this shop or a trend with all the shops in the city. I'm going to install it in another florist system today and see if I get similar results.

PS- For all you flowerSoft users out there, this program is available to you free of charge, if you want it.
 
Well, the other shop shows no such pattern.
Their top client did go from $106,000+ in 1999 to $82,000+ in 2003 but others in the top 10 showed increases or stayed pretty even.
Both in the same area of the city, as a matter of fact they are less than 5 blocks from each other.
 
Hmmm... considering the two shops and diofferent results, I would say its most likely a matter of who had what type of work...

Overall the first shops numbers reflect what is considered the "norm" since 2001, and if you looked closer, I would bet the major part of the decline occured in the 4th qtr...

We are in a luxury biz...

I would also venture a guess, that the second florist had a higher percentage of sympathy work....
 
I don't think either florist does much sympathy work. These are high rent midtown Manhattan florists. Most of their business is from corporate accounts and hotels.
They all took a hit after 9/11 and it has been a slow recovery so far.
 
For what it's worth, before we planned our shop layout, I went to the other florists around here and evaluated them as a regular consumer. I had my husband come along...he doesn't design...for a very neutral opinion. Now I don't know what your shops look like, but we were bored. Same stuff everywhere...vases, plants, and trinkets like figurines. Nothing I would buy for X dollars when I can get the whole collection at a Target or Home Depot for much less. Aside from the price difference, it's because these shops have a serious lack of personality! If I want no-personality trinkets, I'll go to WalMart. Some of these shops remind me of the flower room at a funeral home.
Try some music, excellent POP displays and signage, room fragrances, custom lighting, etc. Sell yourself, not the product. Remind customers that you're innovative and fresh...something they don't get at Home Depot. After all...Target sells fashionable clothing in a flourescent-lit boring environment--but they're dirt cheap. So how is it that retailers of the same cheap crap, like The Limited, Childrens Place, and Gap sell the same types of items fot twice the price and still manage to stay in biz? The stuff I buy at the Gap falls apart just as fast as the stuff at Target...and I pay $15 for a shirt at Target and $40 for a shirt at Gap...but I still keep going back to Gap, regardless... BECAUSE They lead me to believe they know MORE about fashion than everyone else...they're trendsetting. And even though Target has the same TYPE of items, it's "still not like what the Gap has"...Gap's store is fashionable, their signage is awesome, their employees are in style and they push the WHOLE LOOK...not just oh, and here we have some tee shirts. Target can't do that...they have cheap fixtures and no "mood lighting". Clueless employees in red polos. They're not going to invest in pop signage...they sell too cheap to justify it. Again, that doesn't hurt the Gap's business...on the contrary, it reminds me that when I don't find what I'm looking for at Target, that the Gap will definitely have it. It's all in the packaging and presentation.

I'll stop now. I could go on forever about how boring florists "package" their stuff. Sorry if that's offensive to anyone...

Oh, and I don't know many shoppers from 25 to 85 that WANT to feel OLD...so IMHO think young, even if you do appeal to a more mature crowd.

Whew! I need a :beer

Dana
 
What a great post!

And the greatest part is that it does not have to be costly. I am going to take the challenge you have set before us and use my imagination and go exploring in our shop's basement and my mom's basement for unique decor and off the wall stuff.

You're so right - I am not a shopper, but my husband is so we do go shopping a lot. I am very responsive to atmosphere and pizzazz.

One strength our shop has is family and personableness. Many folks who are standing at the counter waiting for us to either make or wrap something for them - well we get into some real interesting conversations to say the least. My husband put up some pictures of him on his bike and some pics of the Christian Motorcycle Club we're in. One in particular is when we went to a senior citizen highrise and the pic is of the old people getting rides on the motorcycles. It was a sight to behold and an experience I will never forget and I KNOW they won't forget it. That pic has started more conversations, and anyway those are the kind of things that make people remember you.

My mom got a beautiful plaque from her church about two years ago for her spiritual committment and service to the Lord. She was presented with it at the Mother and Daughter banquet. Many comment on it and well, we just have a lot of personal things hanging up and having such a small display area there is not really anywhere for them to go so they stand there and read everything. I think personal is good and it's remembered. It's warm and safe.

Your challenge is much needed. I know that to stand at our counter (looking directly into the large design room) is a messy sight to behold. We have become blind to it as we see it everyday. I remember being told to always look at your own store as if you were a first time customer coming into it. We definitely have some changes to make.

My husband just cleaned the carpet Saturday after we closed as winter sure wreaked havoc on it. What a lift that will give us all on Monday. I want to work on our store so that anyone at anytime can come visit without warning and I will feel proud of what it looks like. We started on the outside last fall and are finishing as soon as the ground thaws. Some old dying bushes still need to be removed and replace the whole front area with stones instead of dead bushes.

Thanks Dana!

:cool:
 
Way 2 go, Patty! It's great to see when florists take pride in HOW they sell their blooms... And it's great that you have those family-related personal pics up...I agree, I've always been able to strike up a good conversation with a salesperson when they have photos up...and I DO remember them b/c of it! :)

Dana
 
Can't blame the WS for all of our ills in industry but ya sure as heck don't have to support them for competing with us either. Those big box stores, WS etc. aren't going to go away or get out of the industry unless it is not profitable for them but they can't do the things that we do best. You all know what they are cust. service, better arrangements etc. But the WS need us way more than we need them. Anybody with a credit card can "wire" flowers for a customer anywhere in the world. Why continue to support the WS ? We are still a member of TF but unless they give me a reason to stay pretty soon it will not be for long. Yeah I know we are a very small shop compared to even most on this board. But if all the small shops aren't filling the dot con orders for them wonder what they will do. It isn't profitable for the BIG BOYs to open a shop to serve every hoot and hollar in the country .

Sorry about the ramble just get a bit worked up sometimes.

Bob :newbie
 
your a...

BIG SHOP here Bob!!...NEVER be afraid to "offend" someone about your "size"...it's irrelevant.
We're NOT all "big" shops as you may think.....
 
virginia_Bob said:
Can't blame the WS for all of our ills in industry but ya sure as heck don't have to support them for competing with us either. Those big box stores, WS etc. aren't going to go away or get out of the industry unless it is not profitable for them but they can't do the things that we do best. You all know what they are cust. service, better arrangements etc. But the WS need us way more than we need them. Anybody with a credit card can "wire" flowers for a customer anywhere in the world. Why continue to support the WS ? We are still a member of TF but unless they give me a reason to stay pretty soon it will not be for long. Yeah I know we are a very small shop compared to even most on this board. But if all the small shops aren't filling the dot con orders for them wonder what they will do. It isn't profitable for the BIG BOYs to open a shop to serve every hoot and hollar in the country .

Sorry about the ramble just get a bit worked up sometimes.

Bob :newbie
You're right - they will never go away completely.

But, as Dana said, we can choose to be "The Gap" or we can choose to be "The Target."

Ryan
 
Yea Bob

Mikey the Flower Guy said:
BIG SHOP here Bob!!...NEVER be afraid to "offend" someone about your "size"...it's irrelevant.
We're NOT all "big" shops as you may think.....

Welcome... I'm pretty sure FlowerChat follows the "norm" of the industry with regard to shop size...we run the broadest spectrum you can imagine...

And like everything else in life, it's not how big your toy is, but how well you use it :)
 
We are by no means a "big shop"... lol... just started and the "big" consists of me and the boys(teenagers) and DH.

I just wanted to jump in and say that we created our shop to be different than other florists in town. We've strived to project a European style and feel to the shop from the music played to the faux finish on the walls. I'm a firm believer that your shop reflects who you are so if you want to tell your customers you're passionate about what you do... it needs to show as soon as they walk in the door! We have had return customers because they just "like being here" and that's what provides us the opportunity to sell to them.

Being different is what it's all about! IMHO :)

D
 
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