HOLLY JOLLY CHRISTMAS

With the holiday’s right around the corner, it is sometimes easy to fall away from the customer service commitment that started off so strong at the beginning of the season. Retailers get tired and worn and rightfully so as the holiday season continues to go on and on. As the stress of the holiday’s are felt by the customers, tensions and pressures are sometimes misdirected to the person who is trying to help them the most. But remember, as a local business owner, you have the ability to connect to your customer in ways that many big box stores cannot. Through your high level of personal service and a commitment to extend the best possible quality of product, you build and relationship that will continue far beyond the holiday season. We have heard the old adage that if a customer has a good experience, they will share it with a few. If they have had a bad experience, they will share it with many. In these times of so many social networks, the possibility of your customers reactions have the capability of reaching far more than a few friends both with a positive message and unfortunately the negative as well.
Look for ways to exceed your customer’s level of expected service. One of the easiest ways is a simple thank you. While a short hand written message of thanks is sometimes difficult, it truly lets your customer know how important they are and how much you appreciate their business. When was the las time you can remember getting such? I am sure it made a lasting impression. In a time when businesses are looking for ways to grow and prosper, look at ways of getting your present customer base to spend more often. It is far less expensive than try to attract new customers.
Second way of connecting with your present customers is to put your business in the palm of their hand; literally. It is easier than ever to connect with your customers through social media. We are a society all about convenience and time. By putting your products at their fingertips, you make it very easy for your customers to shop and send flowers via their mobile device. Mobile marketing is one of the newest ways of keeping in touch with your clients and servicing their needs.
You already have a distinct advantage over the big box store in the fact that you know most of your customers. You help them express their feelings through the beauty of flowers on a regular basis. Use this to your advantage when it comes to direct marketing. Personal reminders of flowers sent last year and for what specific occasion can help increase this year’s business as well. Also, don’t hesitate to see if there are any more people they would like to send to this year. While some might see it as aggressive, others view it as helpful. You being in the florist that has provided exceptional service for years past make building a strong future even easier for future growth. That is a great reason to remember that just because we are busy, and stressed, we want to keep those present customers spreading the word about how good the product and service are at your shop. Keep up the good work all through the holidays. Remember, even as busy as Santa is, he is always in a jolly mood!