A Department Store Lesson to Keep Gift Basket Clients Happy

by Shirley George Frazier on December 17, 2014

Gift Basket Business. Copyright Shirley George Frazier. All rights reserved.Years ago, when Macy’s had a dedicated candy section, I worked in that department and learned a lot about service.

Godiva was a huge sales category, especially during one week when a quarter-pound box of chocolates was free of charge when customers bought a one-pound box.

I came to work on a Saturday and found no quarter-pound boxes available on the shelves. The manager, who was in his office and on the phone making dinner reservations, was surly when I asked him how to satisfy customers who wanted what didn’t seem to be in stock. He waved his hand to dismiss me, and I left his office ready to do what he wouldn’t – serve customers.

For 15 minutes, I looked through every stockroom to see if the chocolates were in stock. There was none.

From there I returned to the sales floor, behind the counter with the cash register, and the first customer handed a pound of Godiva chocolates to me for purchase. Our conversation began.

“Don’t I get a smaller box with my purchase?”

“Well,” I say, “I have bad news and I have good news. There are no smaller boxes available, but I can provide you with another one-pound box of chocolates in its place. Is that satisfactory?”

Her eyes lit up as she gleefully said, “Sure!”

With no help from the manager, I could only do what was best for customers – provide them with a substitute free item that was either equal to or greater than the original offer.

This example is similar to the service that you, as a gift basket designer, provide to your clients. If a product is out of stock, you must take action to put smiles on your customers’ faces and keep them returning.

Another lesson from my experience is that you cannot be too busy to help your staff, or staff will do as they please and not care how your business is handled.

A cavalier attitude will: 1) deplete inventory and revenue, and/or 2) disappoint customers who will never order again. Students in the Start Your Own Gift Basket Business course get lots of examples on both points to ensure success.

You won’t be able to satisfy everyone. However, the right attitude will keep great customers and staff members happily in your corner.

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Adding Pet Treats to Holiday Gift Baskets

by Shirley George Frazier on December 10, 2014

Gift Basket Business. Copyright Shirley George Frazier. All rights reserved.Adding pet treats to custom gift baskets this holiday season may boost your business.

Pets are adopted family members, but they’re not treated as such, as they have full rights as though they’ve been with the family since the household was first established.

Recipients love seeing what’s in the basket for themselves, but another frame of mind takes over when they see something special for Fido, Kitty, or another species. Designers receive more thank-you calls and referral business when pet treats are added.

In addition to inquiries about preferences and allergies, consider including a line or check box on your internal order sheet confirming that you’ve asked clients about pets owned by the recipient. Then, make sure you have a source for finding treats for the pets most people adopt. One way to find lots of product sources is through the Golden Basket Club.

How has adding pet treats to gifts baskets boosted your sales?

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Why Gift Basket Complaints Aren’t Always Valid

December 3, 2014

On the HGTV show, House Hunters, a general conclusion about the outcome can be made at the end of many episodes, and that is: The house that garners the most complaints from the buyers is the one that’s chosen. This isn’t the guaranteed outcome, but the choice seems to happen more often than not. The [...]

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A Place to Find Holiday Gift Basket Ideas

November 26, 2014

Lots of articles are being published now worldwide about gift baskets. That’s because the holiday season encourages people everywhere to make gift baskets for friends, family, and giving to shelters, at auctions, and for general goodwill. I’m cataloging every article I can find on the Gift Basket Business page on Google+ which you can find [...]

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Look Beyond Gift Basket Events for Education

November 19, 2014

The question, “Where can I find a gift basket conference?” frequently arrives in my email box from a person new to the industry. I don’t blame them for asking. When I began making gift baskets, I couldn’t find gift basket events. None existed, and today such events are still scant. So, I did the next [...]

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Looking for Products Made Exclusively for Gift Baskets? Read This.

November 12, 2014

There are no products that are only sold to gift basket designers. Manufacturers cannot afford to hold products solely for your exclusive purchase. Product makers have budgets and cannot wait for orders from gift basket business owners to arrive. It’s simply not possible. That’s why the fear you have of customers being able to find [...]

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