How do I handle a call for a funeral that starts in one hour?

Be honest. If the shop is 30 minutes away and the arrangement takes 45 minutes to build, tell the customer you cannot make the start but can deliver to the family home or the post-service reception instead.

What if I run out of specific flowers for an emergency order?

Always specify 'Designer's Choice' for rush orders. This gives you the flexibility to use what is in your cooler while maintaining the color palette and value.

Should I answer the phone while I am setting up a wedding?

No. Focus on the high-value contract in front of you. Use an AI receptionist to handle incoming calls so you aren't distracted while handling delicate $5,000 installations.

How much should I charge for an emergency delivery?

In addition to your standard delivery fee, add a $20 'Priority' fee for any order that requires a driver to leave immediately rather than following a standard route.

Emergency Call Protocol

Emergency Call Protocol for Florists

When a customer needs flowers for a funeral or a forgotten anniversary, they need an answer right now. This emergency protocol helps you manage high-stress requests without dropping your shears or losing a sale to the florist down the street.

Defining a Floral Emergency

In the flower business, an emergency is any time-sensitive order that cannot wait for the next business day. This includes 'Sympathy' orders for a funeral service starting within 4 hours, or a 'Last-Minute Event' where centerpieces were forgotten. A $500 casket spray is a priority emergency because there are no do-overs for a memorial service. On the other hand, a request for a birthday bouquet next Tuesday is not an emergency.

Key takeaway: Prioritize funeral services and same-day delivery requests over general inquiries.

The Triage Decision Tree

When a call comes in while you are designing a $2,000 wedding installation, you must triage quickly. Ask the customer: 'What time is the event?' and 'What is the delivery zip code?' If the delivery is for a funeral happening today, it moves to the front of the line. If it is a $75 anniversary bouquet for this evening, check your 'Ready-to-Go' cooler stock before committing. If you can't answer, an AI service like SkipCalls can ask these triage questions for you so you only interrupt your work for high-value, urgent orders.

Emergency Call Protocol for Florists

Defining a Floral Emergency

The Triage Decision Tree

Explore SkipCalls

Managing After-Hours Urgency

Emergency Pricing and Rush Fees

Documenting and Preventing False Alarms

Step-by-Step Process

Identify the Event Date/Time

Verify Flower Availability

Confirm the Delivery Zip Code

Quote Total Price Including Rush Fees

Collect Immediate Payment

Alert the Delivery Driver

Pro Tips

Frequently Asked Questions

How do I handle a call for a funeral that starts in one hour?

What if I run out of specific flowers for an emergency order?

Should I answer the phone while I am setting up a wedding?

How much should I charge for an emergency delivery?

Stop Missing Profitable Same-Day Floral Orders

More Resources for Florists