Help! What do I do if I can’t fulfill an order? Here at Main Wholesale Florist, we are often asked by retailers how to suggest substitutions to their customers. How do we do this confidently and how do we keep our customers happy? There is a simple answer to all of these questions and don’t worry, it’s an easy one!
Tim Huckabee of FloralStrategies, stresses in his article that you as the expert should not be apologetic for this inconvenience. Rather, you should suggest alternatives that are similar either by color or size. For example, if you are out of stock of red carnations you can suggest red roses to your customers. Be aware of the similarities between the original and the suggested substitution as the customer may have many questions. Also, be conscious of the price difference between the substitutions. Your customer may be willing to choose a less cost effective flower in lieu of its shape and size. Huckabee says, “Customers will typically be amendable to an alternative, as long as you are able to think quickly and offer your alternatives enthusiastically.”
If you are confident and ensure the substitution they’ve chosen is equally as desirable you are sure to make your customer happy! Find more advice here from Tim himself.