Customer Service

Answering Frequently Asked Questions

Customers often call a business and receive different responses when speaking to different individuals working for you. For example, a customer may call around 12pm and ask if same day delivery is available. One associate may tell the customer that the delivery can only be made the following day while another associate may tell the customer it can be delivered same day for an additional charge. Which is the correct answer? First, ask your associates to tell you frequently asked questions from your customers. Second, provide information on where to find the answer for each of the questions. Finally, practice answering FAQs from your customers with your associates allowing them to perfect their answers. A confident call center employee will be able to sell at a higher price and sound better if they have the tools needed to answer every question a customer may have.

Vilfredo Pareto's Principle

Ever hear of the 80-20 rule? In 1906, Italian economist Vilfredo Pareto created a mathematical formula to describe the unequal distribution of wealth in Italy. He observed that twenty percent of the people owned eighty percent of the wealth. The rule also applies to the floral industry. Approximately 20 percent of your customers will produce nearly 80 percent of your revenue. The value of the Pareto Principle for a flower shop is that it reminds you to focus on the 20 percent that matters. Thus, make sure your employees know your top 25 customers or more by name.

Feedback

Nobody likes negative feedback. However, correcting a negative situation will help you and your business not make the mistake again. Chances are you do not have a section on your website to submit feedback. Click here to see ours. In order to provide the ultimate experience for your customer, sample ten random customers and send them a feedback request. While only half may respond, the information your customers send you will tell you exactly what your business needs to improve on. Act immediately on these areas.

Quarterly Employee Meetings

One of the first steps in creating an atmosphere that will motivate your employees is to express your appreciation to them. One technique for owners is to hold regularly scheduled company meetings inviting all employees to attend. Make it a point to discuss the excellence of each department. Provide examples that have happened with your business and its customers. Employees with this attitude are more likely to convey this energy over to your customers while selling your product.

Letters of Appreciation

Customers purchase from you because of your reputation. Your customers are your business. For this reason, send them a "thank you" letter. One solution is to produce a report at the end of each day that gives you information on the top orders from the day before. Send each customer a hand-written note introducing yourself and giving them their account number for quick reference when placing their next order. Furthermore, you may notice one of your top customers receiving a product for their birthday or anniversary. Write a note of gratitude to them and send the envelope as a separate delivery expressing your appreciation while wishing them a wonderful birthday. It may mean the world to them!