When a Customer Gets Upset, I…
Monday morning starts smoothly after breakfast as you review a list of daily tasks and prepare to fulfill orders in the morning and market in the afternoon.
The phone rings just after 10 o’clock. It’s a customer, and she’s not happy.
The gift basket she ordered for delivery on Friday didn’t arrive. She wants a full and immediate refund and says if you don’t take care of this right away, she’ll call her credit card company and start a chargeback.
You apologize and begin opening your file to see all the order and delivery details. You assure her that you’ll find out what happened to cause the problem and promise to call her back right away. She’s not listening; all she wants is a refund no matter what you learn.
Now your day is disrupted, and if this is your first call from a disgruntled customer, the call actually makes you nervous.
This situation happened to me in the late 1990s, and I can tell you that my heart was racing as I spoke to the customer.
When you own a business and are in charge of every detail, there’s no one to investigate this dilemma except you, and because of that fact you take every problem personally.
What is your first move? Do you have a written plan of action for this situation, such as mailing the client one of the Top 10 Letters, or will you start to document a procedure as you go through this morning’s motions?
I remember how I handled my first dissatisfied customer. What did you do, and if you’ve not yet received this type of call, what will you do when it happens?
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How Anniversary Cards Increase Gift Basket Sales
Do you send clients anniversary cards to mark the month they first ordered from you?
Your administrative records contain all the information you need to begin this campaign.
How does marketing your business through sending Happy Anniversary cards work?
1. Review all clients‘ names and look up the date of their first orders.
Place each name in month order so you know how many anniversary cards to prepare every month.
2. Choose a card with a straight-forward message.
“Thank you for your past purchases. Here’s a gift for you” is adequate.
3. Add the gift, which can range from a discount, dollar amount, credit off the next purchase, gift card, or an edible gift.
Retail stores have the option of including something that the customer brings to the store for redemption.
If you want to increase business, selling to those who’ve already purchased is the way to go. You’ll strengthen ties, expand through referrals, and wish yourself a happy anniversary every additional year you’re in business.
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Ask Questions Before You Begin Designing
Asking your client questions about each recipient is crucial during the presentation.
As soon as the client says “yes” to your suggestions, it’s time to begin learning all about the person who will receive the gift basket.
One customer who ordered from me last year is the director of a day care program. She purchased 25 gifts housed in red drums, one each for members of her staff.
I asked her about each person’s age, marital status, favorite colors, and allergies. She knows their preferences and was able to provide me with answers in order to customize each gift perfectly.
The containers were similar, but each design was unique. Everyone shouted with joy when they saw their special gift.
When you get the order, ask as many questions as possible about the recipient so that you not only fulfill the first order but continue to be the client’s gift provider.
Ten Steps to Become a Successful Gift Basket Designer shares more helpful hints to satisfy every customer.
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Are You Ready When They Ask for Changes?
One situation you may not know how to handle is when a customer asks for substitutes.
“Can I have chocolates instead of tea?”
“What if you take out the biscotti and add chocolate truffles?”
Here are three ways to prepare for quick changes during an office presentation or order by phone.
1. Say “let me check on that” rather than agreeing right away. Tell the client you want to make sure you’re not overcharging them for the design change. In reality, you want to make sure the change doesn’t decrease your profit.
2. Bring a list of 3-5 items that can be exchanged for some of the basket’s contents. Offer any of these products if asked for substitutes, and stick with these options unless you must resort to No. 1 above.
3. Make certain designs “as is” with no substitutions. If they aren’t acceptable for clients, you then move on to custom designs, which can elevate your profit.
Making substitutions and adding alternatives is a huge part of the gift basket business. What do you say when a client asks for substitutes?
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Gift Basket Books
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Welcome, from Shirley George Frazier
