Answering the phone is one of the most important aspects of running a flower shop business. It's usually how you get your orders and solve problems with customers. Sometimes one can forget the etiquette. Whether it's stress or a split second response while the boss is busy, phone etiquette can often be forgotten and sometimes a simple "Hello, how can I help you?" can make or break a sale.
Here are our top five rules of phone etiquette:
First impressions are important, especially when talking to customers on the phone. Answer in a clear and cheerful tone, ready to help the customer.
Saying “I don’t know” doesn’t solve the problem. If you don’t know how to answer the customer’s questions say “Let me find out for you.” This way you are still offering a solution rather than stopping the communication.
While customers are usually the ones asking questions, that doesn’t mean you shouldn’t ask some too! If you are confused about something said or the spelling of the name, it’s better to double check than to get it wrong because you didn’t ask.
While it’s hard not to feel the pressure on busy floral holidays, it’s important to make your customer feel like they have your undivided attention. This also causes less mistakes in the long run.
Let your customer know how appreciative you are of their business. How you end the phone conversation is what sticks with them and what decides whether they will be calling again.
Whether you learned something new or used it as a refresher, we hope this post will help your phone etiquette. Check back with the Bloomin’ Blog for more great tips!