I’ve seen an influx of florists asking about “ghosting” in my Facebook group. Particularly the question, “What can I do to fix this?”
If you, too, are experiencing customers who “disappear” without a word, check out today’s video where I talk about 2 reasons this may be happening plus 4 tips to help you correct this problem in my live chat on “Closing the sale”.
Click to watch if you’re getting ghosted:
The slow fade.
Every florist can relate to your frustration when a customer just walks away! You’re not alone.
At this point in my business I have an excellent pre-qualification process. I think instead of just “weeding out” price shoppers, prequalification serves as a form of “customer service” by letting potential clients know some important details before we move forward:
#1. My requested minimum for THEIR event (if it’s further away, the minimum is more, for example, if there are 8 bridesmaids, it’s more than if you have 2 bridesmaids, etc.),
#2. That our first contact is via phone consultation,
#3. I will provide them some preliminary details and a quote and THEN THEY CAN BOOK OR NOT, but we’re not going further down this road (with multiple revisions, meetings, etc.) unless we’re on the same page at this point regarding price, style and trust….and a deposit.
Now, that said, I really do feel your pain; it’s not easy to “start from scratch” each season as we do in the wedding industry. No “repeat business” from last year’s couples makes what we do in the wedding biz very uniquely, stressful and we must be resilient when faced with rejection. Which is easier said than done sometimes.
But here’s how I see it, anyone who’s price shopping and doesn’t choose you, is a GOOD loss. You don’t want that customer….OK, maybe you just need “any customers” at some point, but in the long run, the price shopper isn’t a “type of customer” you can truly try to court and make loyal to you/your brand.
Your ideal customer (not necessarily “high-end” or “luxury customers”, but YOUR customers, the ones who want the work that you enjoy doing!) have to “find you” because you show up for them in a way that’s clear and obvious to them.
As I always say, we have to speak directly to their hearts so they can find us….and what happens on the flip-side is that these price shoppers start to realize that we are not talking to them.
They “weed themselves out” because they can feel your honesty, your quality, your vibe, and they want you. Not “just anyone”.
You’re not “the cheapest”; you have something more to give…and they feel that.
Your businesses depends upon understanding what your customers need, then, you serve it up on a silver platter, and if it’s “not for them”, they know it…..just as much as we do.
But for your ideal clients, the clients who LOVE you and are excited to work with you, THEY GET IT. They get you. They want what you do. They don’t need convincing because you’ve already shown them WHO YOU ARE.
This is the work I do on-the-daily….and what I teach in The Art of Good Business….and it IS a long game…..
But it was only a few years ago when I was “doing my art of good biz work” and I was just not booking as many weddings as I needed. And I was bummed. And kinda stunned. ‘Cause I was working SO HARD. And putting SO MUCH out there…..yet a friend of mine who wasn’t “doing all the things” and wasn’t trying so hard, well, she was booking GREAT gigs, easily…..her customers loved her. And I was at the same junction you seem to be now; “WHAT AM I DOING WRONG?”
“Oh nothing”, my friend assured me. “You’re great. You’re doing everything right”…..but I insisted, “No. You’re booking. I’m not. I’m working hard to express myself (blogging, revamped website, and doing some of my best design work), but I must be doing something wrong.”
So I used this “less than busy enough” time to “do even more work” and in the end, the season was “OK, not great”…..BUT THE NEXT YEAR was my BEST season yet. The season after that, even better, Last year, best so far…..
That season I was down, well, I lost my mojo or my vibe was not jiving with the clients I wanted or I was trying too hard….because despite my best efforts, and I mean really, deep rooted best efforts, people weren’t digging me.
All this is to say, you’re smart to ask “What can I do to fix this?” Because it is up to you to fix everything around here! This is your dream, your biz, your struggle….and your ideal customer to attract and wow and attract again, and again, and again.
Keep working. Keep looking for holes, clues, signs, signals, mis-communications that you can fix.
Keeping the faith in the off-season is hard when we’re not booking. Keep moving forward.
Keep doing beautiful work.
Definition of ‘Ghosted’ (via Huffington Post).
The term “ghosting“ (sometimes known as the “slow fade”) refers to the anecdotally pervasive act where one dater ends a relationship by simply disappearing. The ghost does not give an explanation of any sort, leaving the ghosted wondering where he or she went wrong.
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