Recently, I ordered four flower arrangements. Being short on time, I order them from a local florist I hadn’t tried before. With specific instructions, I requested predominantly white arrangements with a minor accent of pale pink flowers. I stressed the flowers were for a rehearsal dinner and the theme was black, white and blush pink. The florist noted my instructions on his order form.

When I picked up my order, the arrangements were absolutely gorgeous bursting with bright pink flowers. They were perfect for a “Sweet Sixteen” party. They were totally inappropriate for a rehearsal dinner.

Did this business owner provide the outcome his customer wanted?

The owner could’ve avoided an unhappy customer, losing credibility, and reduced profits with two simple strategies.
1. Echo back to a customer what he thought the customer wanted. By echoing the customer’s needs, he could’ve clarified he heard what his buyer said.
2. After echoing the buyer’s request, ask for confirmation he and his buyer were on the same track.
Are there times you think you know what your customer needs?

Sometimes, we half listen when we’re busy or multitasking. The florist’s mistake cost him time and money. He had to redo all four arrangements.

Use “echo” and “confirm” to provide the expected outcome to your customers.
Mj Callaway