Did you receive any complaints about Valentine’s Day? Maybe an arrangement that didn’t make the delivery or some flowers that may not have developed as they should have? With such a high volume of orders and deliveries in such a short time period, even the most careful planning and execution doesn’t guarantee that every customer will be happy. So what do you do when customers call to complain?
1) Addressing and understanding the concerns is the first step
The biggest mistake you can make is preparing a solution before getting on the phone. In many cases, you don’t know what the customer expects as far as a resolution, so offering them a refund or discount may not be appropriate and could make the situation worse. Instead, listen to their complaint and ask them what they think a fair resolution would be and go from there. If you can meet what their expectations are, they’re going to feel a lot better getting off the phone.
2) Keep in mind that Valentine’s Day is a very sensitive holiday and emotions are high
You’ve got to be very careful with the deliveries. For many customers, it’s not so much the flowers, it’s the timing, so a refund might be more appropriate than delivering another bouquet. Every circumstance is different.
3) It’s all about the closing and how you end the incident that happened
If a customer does not ask for anything, now is your chance to exceed their expectations. You could offer to send the recipient a note stating it was your shop’s fault and letting the customer know your name and that you will personally assist them next time they call. You have the opportunity to earn more customers off of complaints than you ever do off of compliments. It’s how you approach that complaint and what you do with it. Remember, they’re already upset, you can only make it better – it probably can’t get much worse.