Complaint Handling Scripts
Complaint Handling Scripts for Florists
Florist complaints are usually time-sensitive and emotional—birthdays, funerals, weddings, and “I need it today” situations. These scripts help you stay calm, protect your shop, and get to a fair fix fast, even when your hands are wet from conditioning stems or you’re mid-arrangement and can’t talk long.
1) Initial Complaint: “These flowers are wilted / dying already.”
Use when a customer calls the same day or next day saying the bouquet looks tired.
“Thanks for calling—I'm sorry this is happening. I want to help you get this right. Can I get your name, order number, and the delivery address? What time was it delivered, and is it in direct sun, near a heater, or by a fruit bowl? If you can, text me 2–3 quick photos of the bouquet and the water level in the vase—then I can tell what’s going on and what we can do next. I’ll review it right now and give you two options for a fix.”
Tips for this scenario
- -Ask about heat sources and fruit bowls—ethylene gas and warm rooms crush vase life fast.
- -Photos help you see if it’s dehydration (stems not cut) vs. petal bruising vs. age.
- -If they’re upset, keep them focused on facts: order #, delivery time, photos.
Common Mistakes to Avoid
!Talking while you’re cutting stems or wrapping—customers hear distraction and assume you don’t care. Step to the sink or back counter for 60 seconds.
!Saying “That’s not our fault” before you check delivery notes, weather, and recipient instructions (gate code, office hours, hospital desk).
!Getting stuck debating the website photo instead of offering a redesign, credit, or replacement with clear $ amounts ($10–$20 upgrade, $50–$150 replacement).
!Not collecting proof: no order number, no photos, no delivery time—then you can’t make a fair decision.
!Trying to handle wedding complaints by text only—on $1,000–$5,000 jobs, you need a fast phone plan: what’s missing, who’s on-site, and what can be fixed before guests arrive.
