I put this under the wire services category because people are so much NOT using them. Of course, many still are - but I am referring to the many orders that we are getting from people mentioning that they did not want to go through middlemen, but would rather talk to the florist.
Most major specific win/win case this week was a lady who spent 60 minutes (yes she said 60 minutes - no kidding) on the phone with 1-800-floppers with a last minute birthday order and they finally had to tell her they did not have anyone to deliver the flowers for her. Not sure why they never call us - they have a half dozen times a long time ago, but we would not have done it for them anyway, maybe they figured that out.
Of course I saw a prime opportunity to make her day and most likely gain a loyal customer in the process. We were all whipped and Neal really did not want to make another delivery especially since he was off the clock at this point. I charged $19.95 delivery and she was tickled to death that it was going that day. I called her with a delivery confirmation and she informed me we have her future business for this man friend that lives in our city.
I must add that any florist that does not have a website these days is really missing out on some good customer service as so many call that are looking at our website and want to discuss exactly what we have. Seems like lots of people understand that just because you have a picture of it does not mean it will be exactly that, so they love to call and find out what you CAN actually do. I also love selling them what they really want rather than try and guess when someone says, "a Christmas arrangement". That could be a couple dozen or more different things, as many people have an idea in their head that they fail to inform you about, anyway websites are the bomb these days!
Most major specific win/win case this week was a lady who spent 60 minutes (yes she said 60 minutes - no kidding) on the phone with 1-800-floppers with a last minute birthday order and they finally had to tell her they did not have anyone to deliver the flowers for her. Not sure why they never call us - they have a half dozen times a long time ago, but we would not have done it for them anyway, maybe they figured that out.
Of course I saw a prime opportunity to make her day and most likely gain a loyal customer in the process. We were all whipped and Neal really did not want to make another delivery especially since he was off the clock at this point. I charged $19.95 delivery and she was tickled to death that it was going that day. I called her with a delivery confirmation and she informed me we have her future business for this man friend that lives in our city.
I must add that any florist that does not have a website these days is really missing out on some good customer service as so many call that are looking at our website and want to discuss exactly what we have. Seems like lots of people understand that just because you have a picture of it does not mean it will be exactly that, so they love to call and find out what you CAN actually do. I also love selling them what they really want rather than try and guess when someone says, "a Christmas arrangement". That could be a couple dozen or more different things, as many people have an idea in their head that they fail to inform you about, anyway websites are the bomb these days!
