In the May issue of Floral Management, Tim Huckabee, founder and president of FloralStrategies, shares tips on dealing with common “hurry up!” situation.
We’ve all seen it happen: A frazzled customer starts blurting out an order (“I need tulips delivered to 123 Main Street by noon today!”) before your sales staff has time to catch up. Or, Mr./Ms. Big Shot customer gets impatient as your team works quickly to locate that customer in your POS (“I’m waiting!!!).
These interactions can fluster your staff, making them appear less professional and creating opportunities for more mistakes. The good news, says Tim Huckabee, founder and president of FloralStrategies, is that with a little advanced prep and proper training, you can help your team slow down, breathe and provide the best possible service even in high stress situations.
“It’s not about the customer, it’s about the employee’s perception (or misperception) of the customer,” Huckabee writes in the May issue of Floral Management. “We fear customers and are afraid to take control of a phone or walk-in sale. Not just in the big-city shops, where you might presume there’s more hustle and bustle; this happens everywhere and with every type of employee: newbies and veterans, young and old.”
Find out more about the the most common “hurry up!” situations, and how Huckabee suggests handling them.
