A South Florals employee photographs an arrangement before it leaves the shop, one of the many steps the company takes to ensure top-notch customer service.
Sure, South Florals’ products are dreamy — high-end blossoms expertly arranged by talented designers. But what really drives repeat business for the South Florida chain of luxury shops is the company’s white glove customer service. In the March/April issue of Floral Management, South Florals CEO Danny Sanchez shares a few tips to make customers feel like VIPs.
1. Own the Order
So often, when people call a company they’re put on hold (sometimes for excruciatingly long periods) waiting for a customer service representative. “There’s nothing more frustrating than calling a business to place an order or get help and getting transferred from person to person,” says Sanchez. “To provide good customer service, we put a lot of emphasis with our staff on owning the order.” How does this work? Whoever picks up the phone takes care of that customer from start to finish.
2. Communicate with Photos
Sanchez developed software that sends customers a photo of their arrangement before it leaves the shop. “This gives us the opportunity to make sure the customer is happy before the arrangement is delivered, and it also directs them to leave a review, which is great for our online marketing,” he says. In about half of South Florals’ reviews, customers mention that the photo provides them peace of mind.
For more customer service strategies, read the Growth column in the March/April issue of Floral Management.
Katie Vincent in the senior contributing editor for the Society of American Florists.
