How To Accommodate For Cheap Customers.

[Eric S]

Hello how much is your delivery charge to UCI medical center?

Our price is $8.99

I see, well I don't have very much money I was wondering if you have a suggestion on an arrangement that I could send for $35.00 for everything including tax and delivery? Everything I see is starting at $35 and with tax and delivery it would be more like $50.

Well I do have some pretty flower wraps starting at $19.99 on our website.

How many flowers is that 2 or 3?

No there is more then that. You can actually go on our website and look under flowers by occasion and choose the category right under birthday flowers that says "Cheap Flowers".

Thank you I will take a look.

Sometimes I get a chuckle from them when I tell them to look under that category. Sometimes they hang up.

I really can't tell anymore if I'm insulting them or they are just competition calling me. Its just funny.

 

[joanne]

Had a lady yesterday comes in wants to place 6 out of town orders. OK where are we going with these, Kitchener, Guelph, London, Windsor,Burlington and Hamilton. Ok what are you looking for arr , ok and how much would you like to spend .... $20.00 each thought i was gonna spit , i said im sorry their minimums are more than that , Ok fine i will call Sears... Ok now Bye
Geez would love you know how she makes out on that one
ROFLMAO
Joanne

 

[KABERS]

I don't mean to sound like a downer, but this is when we should be educating the customer. I would have given her phone numbers. She would have been doing the work but maybe some orders filled. I delivered a smiley face mum budvase yesterday for under 20.00. it's what the customer wanted! If they use us for the little stuff, they will use us for the big stuff. We must not make buying flowers a negative experience!

 

[Eric S]

Here are some great $20.00 deals.

http://www.flower-delivery-flowers.com/default_Grower-Fresh_0_0_2_0_0_0-30.html

http://www.nextag.com/All--PRICE-Under-20--zzarrangements+flowersz1zB3mz5---html

My post was more directed to the fact that I have a section called cheap flowers and that it sometimes is difficult for me to suggest to the customer to look under the "cheap flowers" category and see if they like what they see.

Anyways I'm all for trying to offer a affordable product for the customer and I'm always working towards finding then those best deals. Its hard because they only want to spend $20 and they want a full size bouquet not a bud vase with a few flowers.

 

[Palms]

Eric, i dont like the word cheap. How about Value range, i even prefer budget. Just a thought

 

[pfmflowermarket]

What gets me is when they are looking in our cooler and they see the size of the arrangement they like say with carns and daisies but of course they don't want carns or daisies...they want lilies, gerbs, roses, or orchids. I'm sure you have all seen similar issues. They only want to pay the carn/daisy price too. They think arrangement prices are based on size, not types of flowers or quantity.

I think the issue with the $20 flowers is that people see grocery store wrapped bouquets for like $20.00 and expect to get the same amount of flowers in a "nice" vase arranged all pretty with a bow (because the vase and bow are free right :rofl. Its really easy to spend a $20 bill. They think its not too skimpy nor too much.

To avoid any problems we immediately let the sender know that $20 is going to be a very small vase just slightly larger than a bud vase arrangement. And then you have to give them the news that there is delivery and tax on top of that. That's a whole another 5min discussion...:rofl:.

We are never nasty about how much they want to spend, some people just need to be brought back down to earth and given several reasonable options to choose from.

 

[shannonlovesflowers]

Maybe change the category to "inexpensive" rather than "cheap".

Or "recession relief selections"

The word cheap is negative. People will reflect that negativity back on you or call some one else.

It's good to have less expensive options, get as many sales as poss.

 

[Eric S]

Yea but then I lose out on my great seo work.

You know when someone does a serach for "cheap flowers"

At least I'm not paying for it.

 

[master J]

Eric, change it to "Flowers for Cheap Customers"

 

[twiggy]

Eric JMO but I would loose the cheap- put that somewhere else.. in your meta tags or where ever..

I think you may be offending some of your customers.

you should change the category name to something that won't make your more sensitive customers feel like broke losers.

 

[Johan]

In the last couple of days I've had two customers walk out because there £10.00 - £15.00 didn't give them massive bouquets. The £10.00 customer wanted ALL roses. We only stock top grade roses so they aren't cheap. She wanted lots not half a dozen for her money so glared at me and walked. The second wanted all red flowers. A massive vase full for £15.00. All lilies which are £3.00 each Hypericum, Leucadendron, Carnations. No cheap fillers. Showed the £15.00 worth of flowers. She walked. Again she wanted supermarket prices and sizes which we just carn compete with.

 

[emilymoonflower]

In the last couple of days I've had two customers walk out because there £10.00 - £15.00 didn't give them massive bouquets. The £10.00 customer wanted ALL roses. We only stock top grade roses so they aren't cheap. She wanted lots not half a dozen for her money so glared at me and walked. The second wanted all red flowers. A massive vase full for £15.00. All lilies which are £3.00 each Hypericum, Leucadendron, Carnations. No cheap fillers. Showed the £15.00 worth of flowers. She walked. Again she wanted supermarket prices and sizes which we just carn compete with.

Where is it written that we are not allowed to make a profit?!
When I get the cheapskates in here (and they usually carp about my prices while clutching a mittful of lottery tickets..don't get me started!!), I just sweetly direct them to the nearest supermarket.
I have lots of customers who come in and ask for a $15.00 bouquet, but they know what my stem prices are and they always tell me how wonderful the flowers are and how long they last. They know that they are buying quality, and I treat them the same as my big spending clients.
I believe that friendly service, great quality and pretty packaging will get them coming back; I think of the small spends as cheap advertising cause they brag to their friends and I make them look good. I don't mind turfing the complainers cause they are just that - you'll never satisfy them no matter what you do for them, so THWT!
Thank you, I had a long day and needed to get that off my chest!!!:boggles:

 

[Gayle from Bassano]

This was an interesting read-a bit troubling to me. Yes I have alot of customers that ask for the world (a fellow buying rosebowls for a widows xmas party asked my new business partner if he could bring back the ones that didn't get taken home! He already knew my answer!) I left that alone until day before and called him to ask if he "now" had an exact #-he said the origional # and paid for them and left happy-no returns.
Customer service doesn't begin with just walking through your door with you're "game face" on, YES we are allowed to make a profit but sometimes we feel that our customers are stupid and that is wrong! THEY ARE WALKING THROUGH YOUR SHOP'S DOOR OR WEBSITE-treat them with respect and educate them. I would be offended if I was treated like I was just a dumb customer that should know better. As for the section on "cheap" flowers I wonder just what kind cheap flowers you get-ALL of my flowers in my cooler make me money and I'll take it rather than give it over to the next guy-I'm not too proud....................hope I have not offended anyone......................G

 

[Doug Munro]

Just one more symptom of why our industry suffers

Great Thread, it definitely brings to light one of the many reasons our industry is suffering ..... Cheap Customers

WRONG!

What is killing us is this ongoing attitude that somehow the consumer is wrong, out of place or "cheap" when they look for value that we as an industry choose not to provide. Note the word "choose" I did not use it by accident.

In today's world, particularly in the United States any retailer with a phone can purchase a decent rose for $0.40 ($4.80 per dozen) yet how many will retail a dozen roses for under $20.00? Doing so would provide a retailer with a 24% COG (in all fairness add a bit for miscellaneous) and round it up to a 30% COG.

So lets all jump on the band wagon and blame and ridicule our customers for being cheap or for their lack of support for our business (after all, we are owed that, are we not). Better yet lets "educate" them as to why they should simply pay us more money rather than seeking out value.

 

[emilymoonflower]

Customer service doesn't begin with just walking through your door with you're "game face" on, YES we are allowed to make a profit but sometimes we feel that our customers are stupid and that is wrong! THEY ARE WALKING THROUGH YOUR SHOP'S DOOR OR WEBSITE-treat them with respect and educate them. I would be offended if I was treated like I was just a dumb customer that should know better. As for the section on "cheap" flowers I wonder just what kind cheap flowers you get-ALL of my flowers in my cooler make me money and I'll take it rather than give it over to the next guy-I'm not too proud....................hope I have not offended anyone......................G

I get your point Gayle about treating your customers with respect and I totally agree, and I always treat my customers well. I'm talking about the people who come in and look around, tell me my flowers cost too much and don't look fresh, and proceed to brag about how they got a bunch of roses at Costco for $9.99 etc.... If they treat me with respect I take up the challenge and go through the process of finding them a nice bouquet in their price range and even throw in an extra stem. However, the people who insult me and my product first and have no intention of buying are directed to the nearest supermarket.

 

[Doug Munro]

I get your point Gayle about treating your customers with respect and I totally agree, and I always treat my customers well. I'm talking about the people who come in and look around, tell me my flowers cost too much and don't look fresh, and proceed to brag about how they got a bunch of roses at Costco for $9.99 etc.... If they treat me with respect I take up the challenge and go through the process of finding them a nice bouquet in their price range and even throw in an extra stem. However, the people who insult me and my product first and have no intention of buying are directed to the nearest supermarket.

Emily,

The good news is that once you have directed all of these rude customers to the supermarket, maybe the will have an opening for a designer in their floral department for you. After all, it appears you are already one of their best sales people.

 

[emilymoonflower]

Emily,

The good news is that once you have directed all of these rude customers to the supermarket, maybe the will have an opening for a designer in their floral department for you. After all, it appears you are already one of their best sales people.

Hey, Doug,
Do ya suppose they'll give me a discount on produce for my fruit baskets?

 

[Palms]

I have mentioned this a few times now but someone told me that they would never walk into a florist shop without spending £20. I was mortified that is what the general public thought.

Now i am the first to admit that i target the segment of the market that wants to spend more but that is not at the cost of those that want to spend less.

I promptly put out a chalk board and a selection of bouquets on the front from £5 and £10. When someone comes in for a £10 bouquet, i know they want big. I give them some xanths, a choice flower in the middle and then a couple of fillers. I handtie it with lots of salall and then wrap it with tissue and cello. I dont charge for make up on these smaller bouquets as they take less time to do, a few minutes at the most. Because of the design and the wrapping, they are often very impressed with the results. Not because I am a great florist, we could all do it.

Sorry but i would never dream of pointing my customers to any other shop, supermarket or anywhere. Why, because I want their ten pound in my till this time and the next time and the next time.

By not being willing to do the smaller stuff, not only are you missing out on any big occasions they may have such as weddings, funerals or parties etc, you are also making them think that we are a niche business with only high end products.

Eric, a lot of my customers who spend £10 feel like they need to justify why they are spending a little amount and they will say, its only a token as i have got her perfume etc etc. Perhaps - Flowers, the token gift range.. would be suited better. Just a thought, i dont know if this is a term used over there.

 

[Johan]

Where is it written that we are not allowed to make a profit?!
When I get the cheapskates in here (and they usually carp about my prices while clutching a mittful of lottery tickets..don't get me started!!), I just sweetly direct them to the nearest supermarket.
I have lots of customers who come in and ask for a $15.00 bouquet, but they know what my stem prices are and they always tell me how wonderful the flowers are and how long they last. They know that they are buying quality, and I treat them the same as my big spending clients.
I believe that friendly service, great quality and pretty packaging will get them coming back; I think of the small spends as cheap advertising cause they brag to their friends and I make them look good. I don't mind turfing the complainers cause they are just that - you'll never satisfy them no matter what you do for them, so THWT!
Thank you, I had a long day and needed to get that off my chest!!!:boggles:

They think we are all rich and make too much money already. (if only). I'm fortunate I don't get many like that. But two in a short space of time. I did want to tell them to bugger off and go to the bloody supermarket (I wouldn't actually do this). My REAL customers know we are good and that we give great value because we give them great flowers, beautifully presented and they last. It is their loss not mine because they could get a massive bouquet for their money but if the quality isn't there it will be the recipient that has the disappointment. I was obviously never going to please them. In the UK at the moment with the pound and the euro are level peggin and the flowers that come through from holland which is the biggest majority are so much more expensive now that in the last couple of years. Some people just think we are robbing them. The prices at the wholesales scare me. I always try to please my customers but we are not a huge shop so we have great stock but not the widest choice in the world. We are happy to do small bouquets as much as the large ones (the majority of my customers who want to spend under £15.00 are more than happy with our suggestions, we have some fab gifts and flowers and plants in this price bracket). But if customers come in wanting armfuls of premium flowers for budget flowers prices we just can't do this. The customers that walked the other day would not even consider the alternatives. It started making me think if we were too expensive even though I know we aren't it just gets to me. I bend over backwards for my customers and if I am making up an order and feel it needs a little extra, it goes in. No question - I like it to leave my shop right.

 

[Eric S]

Yikes this thread is getting kinda weird now.

So looking at twiggy's advice it does appear that maybe I am insulting our customers by having a link that says cheap flowers.

It use to be called affordable flowers at one time. But man not to many people looking for "affordable flowers" in their daly searches.

The word cheap is used so much and I have the data to prove it. I've tried it in the meta tags but the link works much better.