Customer Service Story – The Perfect Valentine Rose

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This customer service story was posted on the Customer Service Manager website by Larry Galler. It contains nuggets of wisdom for every business owner (and manager), and also sheds light on a particular type of mindset which when adopted, enhances long-term customer loyalty and advocacy. 

“It was Valentine’s Day and a young man went into a flower shop to purchase a beautiful rose for his girlfriend. The florist seemed to take extra time selecting the flower. After the man left the store, wrapped rose in hand, the new employee asked the florist whether there was some difficulty selecting one rose from a container that held a few dozen similar, if not identical blooms.

The owner of the flower shop took his new employee aside and explained: “Did you see the rose I selected for that young man? It was perfect! It was just about to burst into full, glorious bloom. I picked the best rose for him to give to that special someone. Why? I’m sure that is the only rose that young lady is going to get today. We want her and our customer to remember the experience with fondness. We florists may see thousands of roses today, but they will see only one. Our reputation stands on that one rose, so it better be perfect. If that rose makes a good impression and that young man makes a good impression on the young lady, who knows, if things go well, maybe we’ll get their wedding business!”

“And, if that happens, we will get orders for anniversaries and babies and when their babies grow up and get married, we’ll do those wedding flowers also, all because of one, perfect rose. Of course, odds are that none of this might happen, but, if we have this long-term mindset every time we select an exceptional flower for a customer, it will be well worth those few moments I took to select that one rose because some customers will remember the extra care and service we give them.”

Are you giving your customers the very best?

Customers would value their relationship with your brand and feel confident with their decision to do business with you if they believe you give them the best of your offerings. As a business owner, adopting a mindset of excellence and promoting it within the organization (through actions and words) can only lead to positive outcomes.

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Excellence in product and service is the foundation of any successful business. Before you can achieve this, it is necessary that your organization creates and promote a culture of excellence.

Kelechi Okeke
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