Christi Lopez—The Business of Flowers
Okay, now answer this truthfully! How many of you cringe when you hear that dreaded voicemail from a recipient that has called after hours because she has a question about the retail order you delivered that day?
You get an email from that pesky wedding planner that just won’t realize that you can’t keep changing and updating the wedding every day and to boot, it’s six months from now!
You really want to just ignore them and deal with it another day, right?
WRONG! It’s so much better to “eat the frog”!
Mark Twain once said that if the first thing you do each morning is to eat a live frog, you can go through the day with the satisfaction of knowing that that is probably the worst thing that is going to happen to you all day long.
Do that thing that you don’t want to do first, so you can clear your mind and move along!
I just heard Casey Graham from Gravy Solutions speak at a conference I was at where he called it “The Press “0” Principle”. It’s that thing you do when you call for customer support and you press “0”, so you can bypass the lengthy robotic voice telling you prompts. You’ve done it, right? Come on, I know you have! I do it all the time…or you start saying, “representative, re-pre-sen-ta-tive!”. LOL
Anyway, the point is you want to solve your customer's problem, BEFORE they become a problem. The longer you delay, the louder they will get. So, answer the call from the recipient and get to know what you can do to set her mind at ease. Sometimes, it’s just because they can’t read the directions on the flower preservative packet! Or, take the time to chat with the wedding planner and let her know that the details start to get lost when you are updating the wedding listing often. It’s always better to just wait and compile all the updates at one time so you can put their event first to mind when working on it. It always goes much better when you frame it that it’s for their favor. Can I get an “amen”?
Go the extra mile, friend! You won’t be sorry when you EAT THE FROG!