Have you ever walked into a store and felt not welcomed? Or have you ever called a business with a question and felt like you were being an annoyance to the person on the phone?
Don't let your flower shop have this kind of reputation!
Excellent customer service leads to more referrals and customer loyalty, but bad customer service can completely damage your business.
Here are eight practical customer service tips that will keep your customers smiling and your business thriving!
1. Greet customers with a smile, even on the phone!
Greeting customers with a pleasant smile and hello sets the tone for their experience. You never want a customer to walk into your store and not see any employees. Always have someone ready to greet and help customers! Even on the phone a smile is conveyed in the inflection and tone of your voice.
2. Treat everyone like a VIP
No customer should be an interruption. Each person that calls or walks in the door should receive your full attention. This requires listening intently when a customer is talking, being empathetic, and finding the right solution.
3. Be proactive
If a customer tells you they want to order an anniversary flower arrangement, don't simply ask them what they would like. This is your chance to show your expertise and promote your more expensive arrangements! Most of the time customers come into the flower shop because they don't know exactly what they want. When you make suggestions you are providing a solution to their problem and making their life easier!
4. Adapt to change with patience
There are always going to be customers that change their mind at the last minute and ask for substitutions. As frustrating as that can be, still approach the situation with patience.
5. Ask questions
Don't leave a conversation feeling confused or unsure. Before you hang up the phone or let a customer walk out the door, make sure you have provided a clear solution to their problem. Repeat the customer's order back to them and make sure everything is correct.
6. Be accountable
Owning up to your mistakes is crucial in customer service. No matter how much experience you have, you will still make mistakes. Address the problem right away and apologize. Also consider offering the customer something extra. The more effort you put into ensuring that the customer is satisfied, the more the customer will rave about the excellent customer service you provided.
7. Build rapport
Make it your goal to establish a connection with each customer. Ask them about their job or family. See if you have anything in common. Try to build a relationship with your customers so they will feel loyal to your flower shop.
8. Always say thank you
Always, always say thank you. Even if the customer was difficult and had several stipulations, it's still business. Remember to try and include the customer's name whenever possible.
When you make customer service a priority you will see: