I visited a small flower shop for the first time while on a walk with one of my granddaughters. There were no other customers and just the owner. I did mention that we were out for a walk. We certainly were not there for the day from LA. We must be community residents.
When we entered the store I had mentioned that this was our first time in. There was no effort on the part of the owner to grab hold of the event. A brand new prospect had walked in the door without a coupon or as the result of any advertising. This was an event that every business dreams about.
The owner heard me ask my granddaughter if we should get something for grandma. No effort was made to help make a selection.
We did purchase one flower with some added leaves and paper. It was noticeable that even though it was a small purchase I did not ask the price in advance. And I paid in cash. Clues of a potential good customer.
After the sale was complete and I had gotten my change I asked the owner why I should shop there and not at other florists. Her immediate answer was "customer service." I told her that everyone says that. She then outlined various features that are true for any florist. She did say that I could save money in sending flowers to another state to buy from her. That really set me to thinking. If I was sending flowers to another state why would I not just call a florist in that city and give my credit card number and ask them to deliver? Why involve a florist in my city?
There was no definition of customer service. The Cowboy Safety approach is to define what is meant by customer service and have a way to measure it. For sure it is not the same for every customer. She should have struck up a conversation. When I left, most likely never to return, she did not know my name, what I did, the size and location of my family members, whether or not my Mother was still alive or how often I bought flowers. She did not know that I had been pleased that at a grocery store florist a few months back that it was suggested that I set a budget and that I could trust them to design something great. For my first time out I tried $100. They did a great job.
A hazard in any business is that a prospect or customer will not come back.
David Sneed
When we entered the store I had mentioned that this was our first time in. There was no effort on the part of the owner to grab hold of the event. A brand new prospect had walked in the door without a coupon or as the result of any advertising. This was an event that every business dreams about.
The owner heard me ask my granddaughter if we should get something for grandma. No effort was made to help make a selection.
We did purchase one flower with some added leaves and paper. It was noticeable that even though it was a small purchase I did not ask the price in advance. And I paid in cash. Clues of a potential good customer.
After the sale was complete and I had gotten my change I asked the owner why I should shop there and not at other florists. Her immediate answer was "customer service." I told her that everyone says that. She then outlined various features that are true for any florist. She did say that I could save money in sending flowers to another state to buy from her. That really set me to thinking. If I was sending flowers to another state why would I not just call a florist in that city and give my credit card number and ask them to deliver? Why involve a florist in my city?
There was no definition of customer service. The Cowboy Safety approach is to define what is meant by customer service and have a way to measure it. For sure it is not the same for every customer. She should have struck up a conversation. When I left, most likely never to return, she did not know my name, what I did, the size and location of my family members, whether or not my Mother was still alive or how often I bought flowers. She did not know that I had been pleased that at a grocery store florist a few months back that it was suggested that I set a budget and that I could trust them to design something great. For my first time out I tried $100. They did a great job.
A hazard in any business is that a prospect or customer will not come back.
David Sneed
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