You want to deliver on every gift basket order that comes by phone, in store, or online, right?
That would be so nice. However, it’s rarely possible, and that’s true in every industry.
I know because I’m not able to satisfy everyone who orders.
That’s because some customers test the limits on terms and conditions, and you must decline sales when that happens.
You have a posted policy for your gift basket business, don’t you?
I’m calling it terms and conditions, but you might call it something else.
Terms need visibility
When you walk into a retail store, the store’s policy for returns, exchanges, and other service-based procedures are prominently displayed, usually on a wall close to the cash registers.
That positioning gives store management a reference point when customers state that they didn’t know a policy exists.
“Too bad – there’s the sign!” is what store management wants to say, but instead, they point to the signage.
Your terms also require visibility, and it can be done effectively depending on your business type.
- Add a terms and conditions page on your online store
- Include signage in your store or studio even if customers don’t readily walk in
- Put the regulations in a place where your staff can review and explain it to clients
What if I don’t have a policy?
All business owners require terms and procedures whether selling gift baskets, insurance, or paper products. It’s one of the problems that I help gift basket designers solve quite easily (with examples sent by email) when we speak during a coaching call.
Policies protect you, and they inform customers about their rights when purchasing.
If you don’t have a policy, it’s time to create one, and it’s not difficult.
Think about this:
- Can customers return gift baskets? If so, is there a deadline, or can they return anything they want, eaten or moldy, years later?
- What happens if a gift basket is received damaged? Is the customer to call you, mail it back, deliver it in person, or keep it to remember the bad experience?
- How far in advance are large corporate orders to be finalized? Is it best to contact you six months before an event, or is six days okay?
Updates to your terms are also vital. A policy that was satisfactory in 1997 may not be instrumental now.
It’s important to review terms annually; every six months is also an option. Add a note to your calendar so the review becomes a part of business management.
What customer situation occurred in your business that forced you to create or update your gift basket business’s terms?