Thanks for the compliment Sarah......I am getting tired already of the freelancer life......ready to get back into the steadiness of a shop already.
Yo, anybody in SC hiring?
Yo, anybody in SC hiring?
How to Order Flowers?
- Thread starter Sarah Botchick
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Here is the way we were taught a la Tim Huckabee from Floral Strategies to take an order:
1. Ask who it is going to first. (the florist then knows who it is going to and where it is going to-so they know the delivery charge needed or the minimum $ for the order. They would then find out that it's for a funeral in this case)
2. Ask for the card information. (this tells the florist what the occasion is, what sentiments are expressed, how many people it's from, etc)
3. At this point you can ask the customer if they have an idea of what they would like to send or if they would like a suggestion. With the information from the card, the florist is in a position to make a qualified recommendation. If it's from 4 couples going to a funeral, I know that I should suggest a large arrangement. I would suggest a small or medium arrangement if it's a "thinking of you" from a girlfriend. If the card reads "Congratulations on your awesome promotion! You should be so proud!" and it's from mom and dad, I'm going to suggest something more extravagant.
In Tim Huckabee's world there is no such thing as a "nice" or "good" arrangement. Those words can mean something completely different to two different people. He suggests getting specific: small (the perfect size for an endtable or desk), medium (the perfect size for a coffee table or hospital room), or large (perfect size for a dining room table or conference room). Then you make a suggestion of color-and color suggestion can be determined on whether it's for a man or woman, the season of the year, the occasion... He suggests that you avoid asking for specific flowers because if they ask for one and you don't have it...what then? You asked and now you have to disappoint them. You can make specific flower suggestions based on what you have in season, in stock, etc. Obviously if the customer suggests a flower that was/is a favorite you will do your best to get it and use it. You can also make a container suggestion at that time such as a vase or basket or whatever you feel is appropriate for the occasion.
4. NOW....and only now do you talk price. We were taught to have a range of $15 for each size: in our shop a "small" arrangement is $25-$40, a "medium" arrangement is $40-$55, and a "large" arrangement is $55-$75. (in the case of a funeral, the prices are different) That's not to say I would never suggest anything over $75! It all depends on the "clues" you get during the conversation. If the customer wants a small arrangement, you tell them a small is from $25-$40. If they ask what the difference is you tell them that the container size will be the same, but the $40 arrangment will be more lush and full than the $25 one. A $40 medium arrangement would be in a slightly larger container with a looser look-the $55 medium arrangement would be in the same container but more lush and full of flowers.
If the price is not what they want to spend, then you size down, but the customer now knows fully well what they are going to get for the money. They aren't going to get a large arrangement perfect for dining room table if they are only willing to spend $35 for a small!!! Of course we tell them it will be fresh and pretty and lovely or whatever adjectives you want to use.
Obviously, the shops you have ordered from in the past haven't asked these questions. I realize you are going at this from the other side, but you can make it fit from your side as well. Ask how big it will be: for a desk, a coffee table or dining room table? You can ask what flowers they have that are in season or what they would put in a "traditional" sympathy arrangement. BTW, our sympathy prices are more like $50-$75 for a small, $75-$100 for a medium, and $100 and up for a large. Obviously the choice of flowers will affect the price.
We were told to NEVER assume the customer doesn't want to spend much money!
NEVER sell out of your own wallet! and NEVER talk a customer down in price!
Again, this is from the selling side, but I hope it helps shed some light on ordering flowers!
1. Ask who it is going to first. (the florist then knows who it is going to and where it is going to-so they know the delivery charge needed or the minimum $ for the order. They would then find out that it's for a funeral in this case)
2. Ask for the card information. (this tells the florist what the occasion is, what sentiments are expressed, how many people it's from, etc)
3. At this point you can ask the customer if they have an idea of what they would like to send or if they would like a suggestion. With the information from the card, the florist is in a position to make a qualified recommendation. If it's from 4 couples going to a funeral, I know that I should suggest a large arrangement. I would suggest a small or medium arrangement if it's a "thinking of you" from a girlfriend. If the card reads "Congratulations on your awesome promotion! You should be so proud!" and it's from mom and dad, I'm going to suggest something more extravagant.
In Tim Huckabee's world there is no such thing as a "nice" or "good" arrangement. Those words can mean something completely different to two different people. He suggests getting specific: small (the perfect size for an endtable or desk), medium (the perfect size for a coffee table or hospital room), or large (perfect size for a dining room table or conference room). Then you make a suggestion of color-and color suggestion can be determined on whether it's for a man or woman, the season of the year, the occasion... He suggests that you avoid asking for specific flowers because if they ask for one and you don't have it...what then? You asked and now you have to disappoint them. You can make specific flower suggestions based on what you have in season, in stock, etc. Obviously if the customer suggests a flower that was/is a favorite you will do your best to get it and use it. You can also make a container suggestion at that time such as a vase or basket or whatever you feel is appropriate for the occasion.
4. NOW....and only now do you talk price. We were taught to have a range of $15 for each size: in our shop a "small" arrangement is $25-$40, a "medium" arrangement is $40-$55, and a "large" arrangement is $55-$75. (in the case of a funeral, the prices are different) That's not to say I would never suggest anything over $75! It all depends on the "clues" you get during the conversation. If the customer wants a small arrangement, you tell them a small is from $25-$40. If they ask what the difference is you tell them that the container size will be the same, but the $40 arrangment will be more lush and full than the $25 one. A $40 medium arrangement would be in a slightly larger container with a looser look-the $55 medium arrangement would be in the same container but more lush and full of flowers.
If the price is not what they want to spend, then you size down, but the customer now knows fully well what they are going to get for the money. They aren't going to get a large arrangement perfect for dining room table if they are only willing to spend $35 for a small!!! Of course we tell them it will be fresh and pretty and lovely or whatever adjectives you want to use.
Obviously, the shops you have ordered from in the past haven't asked these questions. I realize you are going at this from the other side, but you can make it fit from your side as well. Ask how big it will be: for a desk, a coffee table or dining room table? You can ask what flowers they have that are in season or what they would put in a "traditional" sympathy arrangement. BTW, our sympathy prices are more like $50-$75 for a small, $75-$100 for a medium, and $100 and up for a large. Obviously the choice of flowers will affect the price.
We were told to NEVER assume the customer doesn't want to spend much money!
NEVER sell out of your own wallet! and NEVER talk a customer down in price!
Again, this is from the selling side, but I hope it helps shed some light on ordering flowers!
After much to my dismay, after reading over this whole thing, I think it is just plain sad that someone had to ask this question, in it self, it is pathatic at best, that this had to be this way, I know even formyself, it is sad, I realize in different area's it is way different with types of flowers and such, So I do understand that thinking, but How to order flowers from a shop, Now that is just plain sad, I know it has the wheels of things of her turning , I have been sitting on one of my Sofa's today, like a fly on the wall , taking in all that my girls say, I have to say that I am truely blessed, and follow up calls done, So its all good, and even for giggles a few from last week, That I called. Not bad for day on on Planet Janet.
Mikey the Flower Guy
It's a GREAT DAY to live, and love!
- Nov 10, 2002
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hey "space girl"...are you at the helm, or have you been besieged by aliens??
Luv ya, I getcha on the pathetic parta having to ask about all this spacedust stuff!
RC in Dayton and Cincinnati
New Member
Sarah,
I misunderstood your question. You were simply asking what to ask for.
I think it's much more important to find the right florist.
So, I'm curious. How did you choose the florist you used?
RC
I misunderstood your question. You were simply asking what to ask for.
I think it's much more important to find the right florist.
So, I'm curious. How did you choose the florist you used?
RC
I'm with R.C. on this one. Once you find the right florist, they will guide you into finding the right flowers.
Carol Bice
This time, finding the florist was the easier part. I emailed one of my salesman who is on the road, and in and out of dozens of shops every week. I asked him which shop in that town was the best (there are maybe 10 shops in that town, many of which are our customers.) He told me who he felt was the best. (BTW - there is a reason to at least be civil to salesmen that walk into your door - do you think he would have recommended a shop that had been nasty to him? Salesmen buy flowers too, and they have friends that buy flowers!)
Anywhere in OH, northern KY, or western PA I have the luxury of an extra pair of eyes. But once we get outside of that is when I have trouble.
The anniversary arrangement was from a florist in another state (I won't even say where) where we used to have a salesman, many years ago. I looked on the internet and couldn't find much - it was a small town in the middle of nowhere. I then looked into our database and found a customer from years back. I looked at their order history, and saw that they had purchased quality items back then, and thought that was a good indicator. Boy was I wrong! Or maybe not - maybe they are really a GREAT shop, but there was just a lack of communciation.
When ordering for my aunt, I knew a few names in the town, and I saw who had the nicest looking website.
Another time, the town was also in the middle of nowhere, and there was only one florist who would service it (also found online.) I had no choice! I never did hear how that one turned out. It was for someone I didn't know, I was ordering for my supervisor in the volunteer group I work with.
And all of these places, I find REAL florists online. I don't use WS, etc. I find the florist, then call the shop directly.
I started this thread really just because I needed to order flowers and needed help! But it has me thinking...
I am not the only person I know that is "uneasy" when ordering flowers. I am the "designated" flower orderer for this volunteer group, because no one else feels that they "know" how to order flowers. My dad is the "designated" flower orderer for our church, because no one else feels that they "know" how to order flowers. One of my co-workers is the "designated" flower orderer for her church because no one else feels that they know how to order flowers! Now, if that many people are "afraid" to order flowers... perhaps that is something to think about!
Maybe someone should start a marketing campaign - I can see it now - "We make ordering flowers EASY!"
And I am in NO way defending the competition to local florists. But... think about how "easy" they make it look in their ads. Point. Click. Flowers arrive. Part of the draw has to be the ease.
I think many of the posts on here have been incredibly insightful. I appreciate the great thought that many of you have put into it. I only wish I hadn't put it into a "chat" forum so that I could give you all green dots! I never thought this many of you would help. Thanks so much.
I am not the only person I know that is "uneasy" when ordering flowers. I am the "designated" flower orderer for this volunteer group, because no one else feels that they "know" how to order flowers. My dad is the "designated" flower orderer for our church, because no one else feels that they "know" how to order flowers. One of my co-workers is the "designated" flower orderer for her church because no one else feels that they know how to order flowers! Now, if that many people are "afraid" to order flowers... perhaps that is something to think about!
Maybe someone should start a marketing campaign - I can see it now - "We make ordering flowers EASY!"
And I am in NO way defending the competition to local florists. But... think about how "easy" they make it look in their ads. Point. Click. Flowers arrive. Part of the draw has to be the ease.
I think many of the posts on here have been incredibly insightful. I appreciate the great thought that many of you have put into it. I only wish I hadn't put it into a "chat" forum so that I could give you all green dots! I never thought this many of you would help. Thanks so much.
You might be on to something there.......a marketing campaign tuned to the EASE of ORDERING FLOWERS.....Easy to buy flowers......Any number of permutations and slogans.
Do we really make it EASY for our customers both existing and potential to find us? ...... and then to buy from us?
Do we really make it EASY for our customers both existing and potential to find us? ...... and then to buy from us?
Sarah you are a zillion percent right!!! And I know this, I do try to guide and be gentle w/people. YES they for the most part have no clue and don't even know what to ask. I get a lot of "I don't know...." "I'm not a flower person", "what do YOU think would look nice, you're the pro"...
I think it's a brilliant idea to emphasize how easy it will be to order from us. I've been working on a wedding brochure and thinking how I can word things so simply and clearly that they have to ask hardly any questions. As you can tell from this post i tend to use too many words so editing is something I have to do a lot of for promo materials.
Anyway THANKS for the awesome idea!! Now I have something to ponder, how to do this...I come up w/anything cool I will post here.
Mikey the Flower Guy
It's a GREAT DAY to live, and love!
- Nov 10, 2002
- 9,206
- 3,792
- 113
- 72
- State / Prov
- Ontario
Sarah......the "art" of buying ANYTHING, let alone flowers, has been a pragmatic weakness in the current upbringing of new consumers, but, the "greatest threat" to buying flowers from ANY source, has been definitely altered, as a result of florists hanging out their dirty laundry, for ALL to see, and "exposing" the ills of our industry, instead of calibrating our strengths.
There is NO return to our hidden comfort zones, it's all out retail war, and unfortunately, florists in general, have been largely "protected" from consumer backlash, until now.
Most florists DO NOT have a leg to stand on, when trying to "defend" their disciplines when trying to keep AND attract NEW clients, and many "so called florists" have made a mockery out of the flower buying experience, with little indepth experience, and even less business acumen.
It's no wonder, that the average consumer actually "fears" buying flowers these days, BUT, there's a few really smart, very articulate, extremely professional florists here on FlowerChat, that WILL withstand the test of time, and WILL fill the "mistrust void" for the folks that are unsure of themselves, when ordering nature's most colourful and natural way of expressing one's self!!
If you're EVER unsure...CALL ANYONE of the florists that truly inspire you here on this board....they WILL take the time, and point your "flora compass" in the right direction!!
Ah, Queen, I so do love you! NO CHEESE WHIZ!!! gourmet cheese whiz! too funny!
I agree with just about everything....And that is exactly how I take an order...
Except, when it comes to the dollar increments.
yes, there is a noticeable difference between $25 and $40.
Not much a a noticeable difference between $100 - $115.
Should be a significant difference between $100 and $150!
When it comes to dollar amount increments......A phrase I hear a lot is - 25, 30, 35 or
40, 45,50 - they use 5 dollar increments.
I was doing a show once and used this illustration and some shops got mad at me for challenging their selling....I found out later.
I held up 5 1 dollar bills - I asked how much flowers these could buy.
I then had someone backstage making a 30.00 value arrangement - I brought it out and asked the audience......What can I do.....for 5 dollars that would make this design look like a 35.00 value.......You say on the phones - We can do that from 25 dollars, 30 dollars, or 35 dollars ............ 5 dollar differences - so here is the 5 1 dollar bills which will go to anyone who can take these 5 1 dollar bills and visually increase the dollar value of that design to 35.00
No one walked away with the money that day.
40, 45,50 - they use 5 dollar increments.
I was doing a show once and used this illustration and some shops got mad at me for challenging their selling....I found out later.
I held up 5 1 dollar bills - I asked how much flowers these could buy.
I then had someone backstage making a 30.00 value arrangement - I brought it out and asked the audience......What can I do.....for 5 dollars that would make this design look like a 35.00 value.......You say on the phones - We can do that from 25 dollars, 30 dollars, or 35 dollars ............ 5 dollar differences - so here is the 5 1 dollar bills which will go to anyone who can take these 5 1 dollar bills and visually increase the dollar value of that design to 35.00
No one walked away with the money that day.
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