Customer Communication Checklist for Florists

Customers looking for same-day $75 bouquets will call the first three shops they find; if you don't answer, they move to the next one instantly.

Always ask for the recipient's zip code and the delivery date first to ensure you can actually service the order before discussing flower types.

Explain that certain stems like Peonies or Dahlias may not be in season so the customer isn't disappointed by substitutions later.

Use SkipCalls to handle midnight orders or funeral inquiries that come in when the shop is closed, ensuring you never miss a high-value lead.

For weddings or corporate events, ask for their budget range immediately to see if their $500 vision fits your $1,500 minimum.

Read back the message to the customer to avoid typos in names or sentiment, especially for sensitive funeral arrangements.

Confirm if the flowers need to arrive by a specific time, such as before a 10:00 AM memorial service or during office hours.

Secure the order by sending a payment link via text or email so you aren't stuck with $200 of custom-cut stems and no payment.

Ensure the customer knows that if a specific flower is wilted or unavailable, you will swap it for something of equal or greater value.

Having the recipient's contact info is vital if the delivery driver can't access a gated community or find the right apartment.

A quick automated text keeps the sender calm and reduces the number of 'where is my order' calls hitting your shop.

For large events or funerals, call the venue to confirm the loading dock location and setup time to avoid delays.

Text a photo of the finished arrangement to the sender so they can see exactly what their $150 investment looks like.

Immediately notify the customer once the flowers have been handed over or left in a safe spot to close the loop.

Text a link or tip on how to trim stems and change water to help their $80 arrangement last a full week.

Follow up 24 hours later asking for a review; high ratings are the number one way new customers choose a florist.

Note the date for anniversaries or birthdays in your CRM to call them next year and secure a repeat $100+ order.

Check in to see if the recipient was happy, which helps you catch any delivery issues before they turn into bad reviews.