4 Words for Difficult Customers

How do you deal with difficult customers?

A florist asked the other day, “How do you “break up” with a customer?” In other words, what should you say when you can tell that a client isn’t going to be a good fit?

In this case, the customer did not sign a contract or send a deposit yet, so it’s really more like parting ways than breaking up.

And while it’s not always easy to do, telling a client that you won’t be working with them doesn’t have to be complicated.

The fact is there are 4 little words you can use to handle a difficult customer: “I’m no longer available.”

That’s it!

No need to say you’ve booked another event if that’s untrue!
Don’t over explain your reason for deciding they’re “not a good fit”.
And you certainly shouldn’t pretend that you “appreciate their interest in working with you” if you’re about to give them the boot!

“I’m/we’re no longer available” is all you need, followed by a referral to another florist if possible.

You don’t want to say the wrong thing and insult a customer while trying to let them down easy.

But do you know what might be worse? Sticking with a customer who isn’t a good fit because you simply didn’t know how to bow out gracefully!

The reason I share this is because difficult customer conversations need to happen from time to time, but it shouldn’t be a mystery to you or your employees on how to deal with them swiftly and professionally.

And I’ve been making these tough conversations easier for the past decade with Email Templates for Florists.

Get my Emails HERE!

These templates save you time! And florists often tell me they use my e-mail templates the same day they buy them! Copy, paste, rinse, repeat! (You can see a list of the topics included in the templates below!).

You can also upgrade to add all of my Wedding Templates so you have everything you need at your fingertips to take the lead on client communication.

Get templates HERE

Here’s what you get in 10 Difficult Conversations:

How to…

Tell someone you can no longer “hold their date”.
Present a proposal that’s over budget.
Ask someone why they did NOT book with you.
Tell someone you’re not a good fit for their event.
Reply to a complaint.
Bill for damaged or missing rental items after an event.
Explain you won’t order flowers until full payment is received.
Tell someone that their most recent changes/additions will result in a price increase.
Tell someone you will not update their proposal (again) or meet (again) without a deposit.
Respond when a wedding is cancelled.

*Plus a bonus template: How to Ask For A Testimonial.

And here’s what’s included in 12 Frequent Conversations:

How to…

Say, Hello in an introduction e-mail.
Present a minimum.
Present a proposal, contract and invoice.
Tell someone you’re unavailable for their date.
Tell someone you will not lower your price.
Follow up if you don’t hear back from a prospect.
Tell someone you cannot hold their date without deposit.
Confirm receipt of contract & deposit.
Confirm receipt of contract, but missing deposit.
Confirm receipt of deposit, but missing contract.
Request final changes and final payment.
Confirm receipt of final payment before event.

*Plus I’ve added a bonus with 5 e-mail etiquette tips.

You can check out the EXACT way I address the most common and sometimes difficult customer conversations and take advantage of templates that are proven to work.

Just $58 HERE

On the other hand, you can ask ChatGPT (powered by Artificial Intelligence) to help you out with your customer service & communication, but I wouldn’t suggest it! Difficult conversations deserve a human touch. (And based on my real life experience, AI always says a little bit too much and that opens the door to customer pushback! And nobody’s looking for that.)

By Alison Ellis

How To Stop Losing Weddings

Everyone has to start somewhere in their business, but what do you do when you’re really ready to level-up your brand and attract better clients?

My business started organically and it was ALL DIY!–from business cards I printed on my home computer to the “flyers” and occasional print ads I ran in the local papers.

I only booked 1 wedding my first year in business–it was ALL sunflowers–and I felt lucky to book the work! The next year I grew my bookings to 5 weddings (thanks to some friends, and friends of friends, getting married, of course!) and then, I slowly began to build from there….10 weddings, 25 weddings, 34 weddings!….but my business still wasn’t growing the way I wanted it to.

You see, even after 7 or 8 years in business, I kept losing the “better events” to another florist. (Like the same florist every time.)

Was this other florist more established than me? YES.

Did they have a team that did 20+ weddings per month? YES.

Was I capable of designing flowers as beautiful as their team? YES!

So why was I losing out over and over again?

Simple. They Had Better Brand Position.

I had to face the fact that even though I’d been in business for a little while and I had a lot to be proud of already, my business simply didn’t have the appearance on the outside that reflected how professional and capable I was in real life (on the inside)! Choosing me wasn’t a “no brainer”…yet!

And frankly, this was really maddening! Because time and time again I’d get the same basic reply, “We really enjoyed talking to you and we’re sure you’d do a wonderful job, but we went with another florist.”

So I decided I had to take action to figure out how to level-up to become the CLEAR choice from now on.

The action I took was to invest in a higher-level marketing and branding course (it was about $3,000 at the time, which was 20x more than I’d ever invested before!) and I committed to following the program and completing the course assignments.

It took me about 6 weeks of training (oh, and I had a tiny little newborn baby to contend with as well!), but I slowly started to put the pieces of my own marketing and branding puzzle together and you know what?….I started to feel a little differently about my business.

Now I won’t lie and tell you that I saw an immediate turnaround in my booking rate or my brand position–building a better brand doesn’t happen overnight!

BUT what I did begin to understand right away was how much OPPORTUNITY I had to actually reach those “better clients” (my ideal clients) with some strategic messaging and a more functional website!

And that opportunity began to give me a lot of useful information (as well as a little bit of optimism) that I had the power to turn this thing around!

So I continued the work and continued to get OBSESSED with my ideal clients and to find out who they really were and what they really needed to hear from me to get to a YES!

Now, when clients inquire with me, they are interested in working with ME, not just any florist.

Now, when clients go to my website they tell me how much they LOVE it.

Now, when I send a proposal, they book me quickly, instead of shopping around.

Now, when clients DON’T book with me, I am not worried that it’s because I didn’t put my best foot forward!

And now, that “other florist” still has a good brand position, but clients choose ME OVER THEM lots of times!

And after years and years of doing this work to attract the right clients and build an integrity brand, it’s a genuine passion of mine to help florists do the same thing by tapping into your own unique branding potential!

The floral designers and flower farmers who’ve already enrolled in my program, The Art of Good Business, know that you have to leverage your own inner potential so you can make a great first impression that looks as awesome on the outside as you KNOW you are on the inside!

You can CLICK HERE for all the details on this January Training and Enroll today if it’s a good fit for you!

If any of my business journey sounds relatable and you want to unlock your earning potential by attracting more clients who can afford to pay you to create work that also lights you up and fills your creative bucket, I would be delighted to have you join me in January for The Art of Good Business.

You can get started for only $129!

More income, more creativity, more freedom…it all starts to fall into place more easily with a better brand position!

I won’t just throw a bunch of strategies at you and teach you how to build a business exactly like my own. This course will walk you step-by-step towards creating your own, unique, special, floral business.

I don’t teach florists how to “be like me” in order to succeed. The goal of this course is to get to the heart of what makes your business special. My hope is that by signing up for this course, you can position yourself better in your local market, that you can find the courage to try new things in your business, and that you can be happier in business and in life.

In short in this 4 Week Course we’re going to:

*Get to the heart of who your ideal clients are so you can create a magnetic marketing message that attracts more of the best customers to you

*Improve your website so it converts to more sales with qualified customers

*Lead clients through your sales process to help them get to a YES more quickly

*Establish your own unique brand strategy that stands out above the competition without posting on social media every day

I see each of my students as individuals with their own hopes, dreams, and talents, so I put my personal time into teaching this course…

* I answer all questions personally and promptly.

* I teach the course live every January so you can continue to get support year after year.

* If you have questions after the live sessions, you can still reach out–you’re not alone.

I want you to know that you will get special attention when you enroll in this course, and you will be supported in building a business that is perfect for you.

I am happy to answer questions about my program prior to enrolling if you have them! Registration Closes Jan. 4th.

If you don’t want to be in the same place you were last year, I would love to help you level-up in 2024.

-Alison

By Alison Ellis

5 Steps To Book More Weddings

How Can Florists Book Weddings In Less Time With Less Stress?

I taught a live training last week on the 5 Steps To Book Weddings More Quickly to help wedding florists streamline their current sales process so you can save yourself time (and sanity) when you’re investing energy in writing a proposal for a client!

I got some great feedback on the training and I want to share a few really important takeaways with you today!

Click below to watch a few of the tips I want to highlight for you.

Want To Get Access To All 5 Steps To Booking In The Replay?

Click To Learn More!

The first step to booking a wedding starts here! Click to watch this 1 minute clip now!

Learn 2 of the biggest mistakes florists make BEFORE even booking a client when you click to watch below!

Click below to watch the MOST important step to stop clients from ghosting!

One important thing to know is that none of what I teach is fluff or theory.

Everything I share with you is tested and proven–it’s not a magic trick to book great clients, but after 22 seasons of booking weddings, there is a clear sales process to follow to make sure you’re leading clients from initial inquiry all the way through to deposit! And if you need practical tips that work, I’m here to help!

Want to get the full 90-minute training plus the Q&A? Grab it now!

Yes, I want the 5 Steps!

By Alison Ellis

How Do You Sell More Flowers?

When florists want to sell more flowers for Mother’s Day–or any occasion–the most important step is to reach out to your past customers to make sure they know what you’re offering.

That means if you have NOT directly pitched your offers to the customers who purchased from you last year, it’s time to take action now!

I know it’s tempting to throw out a few posts on social media and feel like you’ve “done your job” to get the word out about your business and what you’re selling, but posting and praying is not enough!

If you REALLY want to sell more flowers, you have to reach out to the real live customers who’ve bought from you before and invite them to place an order today!

If this sounds like a lot of work, guess what–it could be! You may not be organized with your customer list at your finger tips, perhaps.

But it’s actually pretty easy to write an email to your client list and create a short script to make phone calls to your best customers who haven’t ordered yet, so you can tell them exactly what you’re offering and make it easy for them to buy.

A few things to include in your pitch:

Introduction–what you’re offering (and why they need it!)
Clear price points on 1-2 options
Call To Action–with a link to buy or phone number to call
Sense of Urgency–why do they want to do this today?

Some customers will say no, but some will say yes! And then, you’ll be that much closer to your sales goal.

The moral of the story is this: Ask for the sale. Don’t sit back and wait for customers to come to you.

Keep doing beautiful work!

xo. -Alison Ellis

Find out more about Alison HERE and see a full course list for florists HERE.

By Alison Ellis

Should Florists Use Artificial Intelligence In Marketing?

Everyone’s talking about using AI to automate, but what role should automation play in your floral design business?

It’s tempting to lean into automating your business–and I get it, it’s enticing to take the “thinking” out of your work and let someone else handle it!

But there’s truly no replacing the human-to-human interaction and connection that your brand can create with your customers!

(By the way, that’s why the intern that’s assigned to “handle your social media” may not be getting the results you’d hoped for!…because they don’t have the client-focus that’s required to really connect with your ideal customers.)

Click to watch this short take on using AI in your business.

The Moral Of The Story

People buy from people. And good brands aren’t built on auto-pilot.

It’s wise to streamline your business processes whenever possible–as long as you’re not missing the customer connection! There’s a risk of over-automating and losing the special touch (and trust!) your customers are looking for.

I follow templates to help lead clients through the sales process with my email replies and proposals (which you can find here!), but I still take the time to craft customized communication for each client so they get the best experience with my brand.

Because personalized service is part of what I promise. And a computer can’t deliver that for me!

Keep doing beautiful work and keep showing up for your customers as ONLY you can!

(Click Here For More: Should You Lose Your Auto-Reply?)

With love from me to you,

Alison Ellis

(Learn more about Alison Here)