Customer ServiceGift Baskets

Why You Cannot Satisfy Every Customer

Why You Cannot Satisfy Every Customer, by Shirley George Frazier. All rights reserved.

Not everyone who approaches you will agree to the contents, delivery, or overall design of your gift baskets. It’s simply not possible to attain 100% approval.

Here are two examples.

Picky production

After my appearance on a television show, one of the production staff wanted a gift basket for a senior person in her family. I took notes while asking her about the gentleman’s life and preferences.

Back in my studio after reviewing my inventory, I called her with options for the gift. She didn’t like what I proposed. I asked her again for information and called a second time with new options. Still, she declined.

At that point I referred her to another area gift basket designer. I don’t know if a sale was made, but I did the right thing in offering the order to a competitor. Such unselfishness keeps the industry’s value high, plus the handoff allowed me to concentrate on orders that arrived due to the media presentation.

Medical malfunction

Books - Gift Basket Business

I had heard, in the early years of attending conventions, that selling gift baskets to hospital gift shops was lucrative. That opportunity seemed easy for me, and with three hospitals within 10 miles of my studio, I had strong beliefs that I could sign at least one account.

After securing a hospital gift shop appointment, I created three gift baskets using my baby and get well inventory. It was exciting to walk through the hospital’s main lobby and be pointed in the direction of the gift shop. The manager took one look at what I had and informed me that while it was gorgeous, none of it was for her buyers.

She showed me examples of what sells, pointing to merchandise on shelves. I took a look at the collection and realized it would take lots of labor to make comparable gifts, and I’d make little profit. Even though that opportunity didn’t work, I’m glad to have explored it.

As for the other hospital shops, I didn’t bother scheduling appointments but did continue to expand my client and sales lists.

A percentage you can trust

I’m betting you can count on your fingers how many times you’ve attempted to sell to clients, whether individuals or corporations, and didn’t get the sale. My hope is that the trials did not deflate you.

It’s as good to get the negative feedback as it is to get the orders. The non-sales help you to focus on your true buyers and not waste time with people and organizations that aren’t interested. When you compare who buys against who doesn’t, the odds and percentage are most likely in your favor.

What’s also important is your post-sales communication which is detailed in the article, 10 Ways to Keep Customers Happy after the Order.

Which of your presentations that didn’t result in a sale is most memorable, and what was your next step that resulted in a sale?

Shirley George Frazier
In the gift basket world, all roads lead to Shirley George Frazier, the industry's reigning expert and international authority. Shirley is chief basketologist at Sweet Survival LLC and author of the industry's best-selling books, How to Start a Home-Based Gift Basket Business, The Gift Basket Design Book, and Marketing Strategies for the Home-Based Business. Shirley works with manufacturers and retailers to successfully add gift baskets to their current revenue streams. Shirley is also a frequent speaker at events and instructor of the popular online course, Start Your Own Gift Basket Business. Contact Shirley to speak at your event or call 973-279-2799 to schedule a consultation.

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