Same Flowers…Customer Complaints
In the world of floral arrangements, perception can profoundly influence the customer's experience. This is something I learned firsthand. Today, I want to share insights on how presentation, perception, and scale can impact the feelings of those receiving our bouquets.
The Power of Presentation: Paper Wrapped Bouquets vs. Mason Jar Arrangements
I once experimented with how bouquets were presented during our Flower Club by using mason jars instead of the usual paper wrapped bouquets. My intention was to offer a more convenient solution for customers by providing reusable jars for bouquet deliveries. To my surprise, some customers felt that the bouquets were smaller, even though the quantity of flowers remained constant.
What it boils down to is how flowers are perceived. In their mind, taller flowers in a paper cone appeared more abundant, while the same number of blooms in a mason jar seemed less so. This perception caused a disparity in how value is perceived.
When the same bunch feels different
In a recent instance, a customer felt that their paper bouquet felt smaller compared to a previous one. The flowers were gathered by the same florist using the same process, but there were a few things that may have led to the customer thinking something was off.
Perhaps the second bouquet was smaller on accident.
Perhaps the customer’s last view of the first bouquet was when it was fully open, and thus the next one with flower buds that were not yet open seemed smaller.
Perhaps the first bouquet included more open buds at pick up than the second bouquet.
Perhaps the first bouquet had more branchy stems than the second one.
Perhaps the second bouquet had fewer, higher value flowers and the first one had more lower value flowers.
Conclusion: Navigating Customer Perception
At the end of the day, understanding how customers perceive floral bouquets can help us adapt and improve. It serves as a reminder that a small tweak in presentation or communication can significantly enrich customer experiences.
Should you have any questions or suggestions on ensuring consistency and enhancing presentation in your bouquets, please feel free to reach out. I'm eager to hear your thoughts on how we can all better serve our customers in the world of floral design.
See you next time!