My Customer Service Voice vs. What I'm Really Thinking

Episode 312: Lori and Vonda lean into the chaos of the holiday season and tackle a topic every florist can relate to, what your customer service voice needs to say vs. what you wish you could say.

From last-minute delivery requests to “I don’t care, you decide” customers who definitely care, they share laugh-out-loud moments from the flower shop—and the thoughts that stay safely inside our heads. Along the way, they talk through simple, real-world ways to handle busy holiday calls with confidence, warmth, and leadership, even when you’re tired and running on caffeine.

This episode is equal parts humor and helpful reminders about setting expectations, offering clear options, staying upbeat on the phone, and finding small ways to create memorable moments for your customers—especially during the busiest time of year.

If you’ve ever hung up the phone and thought, “If only I could say what I was really thinking,” this one’s for you.

Sponsored by:
Flower Clique
Flower Clique Prep School
Real Life Retail Florist

Transcript

SPEAKER_02 0:02

We had this great little marketing meeting for our members a couple weeks ago. It was so fun, and a couple of them were talking about.

SPEAKER_01 0:15

Welcome to the Business and Pleasure of Flowers. We're your hosts, Vonda LaFever.

SPEAKER_02 0:19

And Lori Wilson. And we believe that business and fun are a perfect combination. Kind of like us, Vonda. Good morning, Vonda.

SPEAKER_01 0:32

Yes, Lori, it's still morning and we're getting close to Christmas. It's countdown. I mean, this is dropping on the 16th of December, and we have nine days till Christmas.

SPEAKER_02 0:44

Yeah, even though we're recording this a few days earlier, I can probably promise you by the time this airs, I'm still not finished with my Christmas shopping. Oh, I won't be either. No.

SPEAKER_01 0:55

Why are we last minute, people? I think it's more exciting. Is it?

SPEAKER_02 1:03

I don't know. I really want to be one of those people that has everything bought wrapped under the tree, like with the perfect matching wrapping paper. The Duncanori. I just I see those pictures on social media. I really do covet those people.

SPEAKER_01 1:30

I'm like, how do they do it? How? I will have to say, one year I had so much of my Christmas shopping done before November. It was like, I'm gonna do that. I'm gonna get it ready. What happens is then you end up buying so much more because in December you're like, yeah, in December, you're like, oh my gosh, oh, this is so cute. Oh, I should get this. Oh, and especially with younger children, they change their thoughts, right? It's like, oh they change their use of the pantomime. I like, but I don't like them anymore. Yeah, you know, or something like that. And you're like, okay, well, I messed that up. Now what do I want to do with this thing? Yeah.

SPEAKER_02 2:08

I was thinking the other day, the only year of my entire life that I was prepared early for Christmas was the year my youngest was born, because he was born November 1st. And so I already had two little ones, seven and eight. And I had knew I had to get Christmas somewhat prepared. Yeah. And so I had a little motivation. So maybe if I ever get pregnant again, and it's gonna be near Christmas, and so that in itself would be quite a gift, you know, if I found out I was gonna have a baby. That would be that would be a shocker. That'd be crazy. So I don't know. I was thinking about that. I was like, wow, I was prepared that Christmas, but because I had something on the way. My other revelation about Christmas, yes, speaking about trees, because I had you send me pictures of your trees. Here's what I think, and I stand by this 100% I could spend hours, hours, hours on a social media feed looking at nothing but people's Christmas trees, and tell you that there are no I'm sure there's some caveats here, but no ugly Christmas trees. I love people's homemade Christmas trees.

SPEAKER_01 3:49

I love that, Lori. One, if I had an ugly Christmas tree, I certainly wouldn't put it on social trees.

SPEAKER_02 3:57

That's true. That's true. But I think I love seeing people that did it all by themselves. I'm all for people having it done too. I'm not anti that. My gosh, I think that's great too. But I love seeing families that have done it. I love it because there's story behind them. Right. And I just I could go and watch videos of people showing off their trees, big, small, grandiose shows.

SPEAKER_01 4:31

I was watching America's Funniest Videos, and they were showing the videos of the dad trying to have the kid put the thing on the top of the tree, and the whole tree fell over, and all of those kind of things. And I'm like, those are the stories, Lori, that's so true.

SPEAKER_02 4:45

They're so true.

SPEAKER_01 4:46

Yes, yes, or the cats in the trees, all of those. Exactly. But I'm glad that you find joy in scrolling and looking at all those trees.

SPEAKER_02 4:56

I do, I do. That's it makes me really, really happy because I think everyone should be proud of the Christmas tree. And even you, Lori. Yes, yes. I do. At night, I like mine. I don't like it in the daytime. Okay, well, that's okay. But at night, I think any tree with lights looks pretty. So anyway, all right. There is no segue into what we're talking about. No, there really isn't. It's kind of all on its own. It is, but I was reading this article and I sent it to you, and I said this would be fun because it made me laugh.

SPEAKER_01 5:33

And I think that our flower shops, or anybody in retail, can relate to it.

SPEAKER_02 5:41

Yes, especially this time of year. The article is called My Customer Service Voice versus My Real Voice. And how many times a day when you're at work in the flower shop, or I mean, we're at work and we say things our customer service way when deep down there's another voice, it's like, here's what I really want to say.

SPEAKER_01 6:06

But anyway, what we say in the floral industry, and it was a friend of mine, I think it was Kay Hood, who back in Illinois, and she would always say, This is what I would say if it didn't count.

unknown 6:20

Yeah.

SPEAKER_01 6:21

And that was so true. It's like you get off the phone and go, Wow, said I just wish I could say this, but if it wouldn't count, whatever I said, you know.

SPEAKER_02 6:30

Right. So here's a couple of them. And then I came up with a few that were like floral specific. This is just customer service. So the first one was like, My customer service voice is so glad you called and can't wait to serve you. My real voice is regretting that I didn't let you go to voicemail. The next one was my customer service voice loves to laugh. My real voice loves lucky strikes, heavy metal, and salt and vinegar chips. And I was like, okay, I do love heavy metal, salt vinegar chips. Lucky lucky strikes, it took me a minute. I was like, what are lucky? And then I was like, oh, I think those are cigarettes. Yes, they are, Lori. You're a little young, I suppose. I know. It's like, wait, what are those? Okay, here's this one's me. My customer service voice slept for eight and a half uninterrupted hours last night. But my real voice stayed up until 3 a.m. watching cake frosting tutorials on TikTok.

SPEAKER_01 7:35

Exactly.

SPEAKER_02 7:36

And yours would be animal videos. Yep. I sent one this morning to Renee Tucci of two dogs. One kept licking the other's head. And I mean, I probably watched it four times and it was 10 seconds long, and I just kept laughing. It's like, you know who else would laugh? Renee Tucci. There you go. And she did. She's like, she needed that. She needed that exactly. I was like, this is so funny.

SPEAKER_01 8:03

This one is so true for a lot of people. I think my customer service voice is ready whenever you are. But my real voice really needed 10 more minutes, 15 minutes ago.

SPEAKER_02 8:16

Let's go. Oh no, stop. This one I don't think is me because I think they're both me. So the the original one says my customer service voice uses a lot of exclamation points. My real voice prefers just periods. But I'm like, no, my real voice is a lot of exclamation. Yes, it is your real voice. I think both of us, yeah. Yeah. Like, yeah, that's real. I think I was telling you the other day when I was talking to text. I'm like, oh my gosh, does anybody else do this? I'm talking because I'm in the car and I'm doing the whole talk to text thing, and I'm being so emphatic to the poor talk to text. It doesn't recognize tone. And I'm like responding in such an emotional way. And then I stop and I start laughing. I'm like, how why am I doing this?

SPEAKER_01 9:09

You know, you could do voice notes and send them the voice. Then you would actually get the whole inflections of your voice. Well, that's what I should do. That would be way better. But anyway, I would that situation you were talking about to me, then I was like, you know what? She should just do that. Yeah. Because I don't get it it's so important.

SPEAKER_02 9:28

I get that emotion in there, you know.

SPEAKER_01 9:31

Especially excitement or and sometimes you don't want that emotion in there.

SPEAKER_02 9:37

Well, that's true. That's true. But you have to pick and choose. I'm working so hard to get my emotion in a text. That's hard. Crazy. Crazy.

SPEAKER_01 9:46

Let's see here. This one. My customer voice doesn't want you to worry about a thing. But my real voice said you should be worrying about more than you are.

SPEAKER_02 9:58

I like this one. My customer service voice is so sorry for the inconvenience and knows how frustrating it can be. But my real voice is pretty sure that this is a you problem. And it's starting to inconvenience and frustrate me.

SPEAKER_01 10:14

That is it. That is it for the holiday season for the forest. I totally agree. Read that one again.

SPEAKER_02 10:21

My customer service voice is so sorry for the inconvenience and knows that it is really frustrating. But my real voice is pretty sure that this is a you problem. And it's starting to inconvenience and frustrate me. So that is the one that we need to screenshot and put in the back room.

SPEAKER_01 10:41

Yes.

SPEAKER_02 10:42

No customer can see. And we all just walk past it and like tap it. Every time go, yep. Yeah. Shout out to that. It is a you problem.

SPEAKER_01 10:53

We know it's a you, but that's that's not the point. We need to keep the customer and all those customer serve points we continue to talk about. Exactly. The voice inside your head says that for sure.

SPEAKER_02 11:06

So here's a few that I kind of was writing up this morning. So a customer calls, hey, can I get something delivered this morning? Let's say they call it 10 a.m. But my budget, I wanted to do it under $40. Your customer service voice is, oh, sure, we can do something like that. Let me see what I can find. But your real voice is, sure. We have pine cones and a little foliage. But that would have to be pickup. You couldn't deliver that. When a customer calls and starts with, I don't care what it looks like. You decide. But then they proceed to give you 12 details and go, hey, can I also text you this picture from Pinterest? Exactly. Your real voice is, oh, I love that you care so much. Real anyway, you guys get the point.

SPEAKER_01 12:08

My customer service voice wants to know if there's anything else I can help you with today. My real voice wants to know if you can just stop asking so many questions that I've already answered.

SPEAKER_00 12:25

It's true.

SPEAKER_01 12:26

How many times they're all true. They're asking questions in so many different ways, but same question.

SPEAKER_02 12:32

Yes. Customer, hey, I know it's last minute. Your real voice. Yes. Yes, it is. Truth, truth. Oh, okay. So these are fun. These are silly. But a few tips walking into this time, or already being into this time. If I wanted to leave with three customer service training, that is one of our pillars, right? For flood and split. Talk about it all the time. It is a non-negotiable, it can make or break your business. And it's what sales prep school is all about. But I think if we had to throw out there some additional tips, I mean, some of these are going to sound like we've repeated them, but I think they're important. Number one, when you're on the phone during holiday times and you've found out who they're sending to you or what their needs are, I think leading that conversation after you've received all that information, starting with choices, just giving them a couple choices instead of, well, okay, I like all this. So do you have anything in mind? Right. Because again, we've said it over and over. They don't.

SPEAKER_01 14:04

Well, and we're nine days before the holiday. Right. Or less, depending on when you're listening to this. And they just they just need some options. They just want to make it. You need to have it in mind. You have to have in mind what do I have in stock that I can get them. Exactly. You're listening and you're like, click. Okay. And you have them in front of you. This or this. Yeah.

SPEAKER_02 14:25

These are two options. I think red's traditionals, or do you want some fun contemporary with pops of pink or silver? Like which one? Based on those answers, here's what we can do for you. Give them the two choices and let them pick.

SPEAKER_01 14:44

So be ready with the options. So ready for the gift line you need to move through that you're like excited about. It's like, oh, well, and you know, don't forget, we have an amazing line of candles that we can add with this. A nice gift basket that we can put. Ornaments.

SPEAKER_02 15:03

Get your ornaments out. All of the things we had this great little marketing meeting for our members a couple weeks ago. And it was so fun. And a couple of them were talking about how they have so many from years past cool Christmas faces that have never been used, you know, and some of them kind of are back in style. And they're like, we're pulling those back out. Yeah. And saying, you know what? We've got some really cool. Do you want to upgrade into this? And like throw in an upgrade of a vase, a Christmassy fun vase that looks different. Like, don't be afraid to give that as an option.

SPEAKER_01 15:49

So well, and you think about it, a lot of stores, if you buy a certain amount, you get a free something. So do you have some ornaments in the form? Absolutely that you want to get rid of that have a great perceived value. It's like, oh my, if you just go up to a hundred and forty-nine dollar arrangement, I can give you this for that on. Exactly. It just is that perception that they're getting something free. And that's what we need this time of year. And we also need it in the economy that it is. People are looking for deals. They're not looking for cheap, but they're looking for looking for the deal. They want to feel like they got a deal. Exactly. So what you can do on the phone to make them feel that. Or when they're coming in the store, it's like, oh, if you pick out one of these arrangements at this price, here's a basket of things that you can pick out of it. I love it.

SPEAKER_02 16:36

I love thinking I get a little extra treat, no matter how big it is. Yeah, just a little extra something. Yep. The next one is again, I say it all the time. Use confident upbeat language. No matter what. No matter what. Absolutely. We can do this. Swap hesitation in your voice for leadership. Swap it. I like that. Don't ever go, hmm, I don't know. Yes, you do know. You do know. Even if you don't know at that minute, yes, you do know. You're gonna figure out how to work. Instead of like, hmm, I'm not sure. You know what? Here's some beautiful options I know we can do today.

SPEAKER_01 17:19

And if you don't know, right? So if you feel like you're gonna have that hesitation, you say, let me go check on something really quick. Yep, yep. Before I answer you, I'm gonna check on something really quick.

SPEAKER_02 17:29

Do you have a second? I'm gonna hold on a second because I want to make sure we uh I've got a great idea. Hold tight. Like set them up for something really exciting. Yes. And they're like, oh yeah, yeah, yeah, yeah. I do. Hold on. So but then you gotta come back with that idea. Then you gotta come back with something really exciting. So have it in your voice. Yes. So it's that holiday energy, warm, proactive, decisive. Like you come back confident, energized, that your idea worked. You're like, oh, I just checked with the designer. I got a plan. Here's what we're gonna do.

SPEAKER_01 18:07

And great, great. You know, this is that's what they want at this time, especially. They want solutions. They want solutions and confident. Bring that back to them with confidence.

SPEAKER_02 18:19

Yeah, that's great. Exactly. Exactly. We talk about the importance of repeating back the details. That's a non-negotiable. I don't really need to go through that again. Just confirm, you know, confirmation, delivery, blah, blah, blah. Here's the one we don't touch on a lot, but I think it's important. Set your shop's expectations with the customer kindly, but very clearly, like the boundaries of the shop. Like we will deliver between 4 p.m. and 7 p.m., you know, or substitutions for freshness, but we will keep the style and feel of the arrangement. We are currently booking for Tuesday deliveries only. Like, what are your expectations? What can they expect?

SPEAKER_01 19:12

Yes, yes, because then they're not going to be disappointed, nor are you. Because if they come back and they say, no, I need it there before Tuesday, then you can make a choice to say, Well, let me check if we have anything open before then. Or, you know, talk about it, talk about it. Right, right. Then you're right. Set the expectation so that everyone is happy with the outcome. Right.

SPEAKER_02 19:34

But make sure that is set. And you may have to do that at the very beginning of the call, depending on what they say. Like they do call at 11 in the morning and want a delivery for two o'clock that day. I don't know. You can't do that. Say, ah, I would love to do that. Here's what we we're doing right now. If that's really important to you, I'm gonna need to check. Let's put back to the Simon Sonac. We need to make sure we're doing everything possible to hear you and do our best, right? Even if we put you on hold, act like we went and tried everything and came back.

SPEAKER_01 20:11

And for delivery purposes, keep in mind that there's an option to send it out in an Uber. And that would be something because I can look at getting an Uber and getting this delivered for you. It's probably going to be a $32 fee to get done. How important is it to you? Right. Because we want we want you happy. Right, right.

SPEAKER_02 20:32

You can offer a solution. Yes. It is a solution. It and then they have the option to say no.

SPEAKER_01 20:38

Exactly. But you did offer a solution. I think that's the key. I mean, because that's what they want. They want you to give them that solution. And if they need to be there by two o'clock, this is what we can do, or we can get it there tomorrow before two. So give them the option so that they're taking part in that solution.

unknown 20:57

Yeah.

SPEAKER_01 20:58

No, I I think that's great. And then substitutions you mentioned just briefly. And substitutions are important that they know that, oh gosh, I'm not sure I have white roses. If I don't have the white roses, do you want me to substitute another color? Because the ones that came in were as the quality that we're used to. So I can substitute other white flowers or we can change it out for another color. Exactly.

SPEAKER_02 21:20

And most shops have that written somewhere on their website. But don't always assume somebody got it on your website. Majority of people do, but not everybody's reading. They're looking at pictures, they're not always reading, but you want to make them understand why you would substitute something. Right. It's quality and freshness, but you're not gonna substitute red for purple without call, but you're gonna substitute something that's gonna complement the arrangement.

SPEAKER_01 21:52

Just always remember set yourself up for success because sometimes those little tweaks, what that you're doing on substitutions and you're Haven't said anything to them about it, that's what causes a bad review. It's like it didn't look anything like the picture. And then they say you did with up the other. And it's like, if you've had that conversation, it's easy for you to go back in on that review and say, Oh, I'm so sorry that I was clear to my customer when they ordered this that I was going to have to make a substitution because of the quality. Yeah. You know, and then you can say, please call us or whatever. But just set yourself up for success.

SPEAKER_02 22:29

I agree. And then the last thing, I say this all the time smile when you talk on the phone. Absolutely. It's it's a game changer because people hear it. When you smile, people can hear it in your voice, even on the phone through exhaustion. And fake it until the caffeine kicks in. If you have to drink a Diet Coke or a cup of coffee or an iced tea, do something, especially in the middle of the day when you're about to just all of our voices change. And you and me, especially were like, what? We totally change. And so if you need to do it, do it.

SPEAKER_01 23:16

Yeah, have a little something by your phone that says smile before you pick up that bone. And truly, because it does remind you. Yes. Yes. Take a deep breath, smile and do the best you can. Be confident and I love it. Fake it till the coffee kicks in. Exactly.

SPEAKER_02 23:31

The last thing I wanted to say was you know how like Cat Chick-fil-A has a have a blessed day, or some shops. I can't remember what shop it was. It was a flower shop that was like have a bloomin' something. Anyway, it was cheesy. It was years ago, but I loved it. You know, of course, me. But during the holidays, you know, maybe have a happy holidays or have a phrase that your shop says every time they hang up the phone. And I started remembering back when my two oldest kids were in youth group in high school. And I always chaperone our our mission trips, our domestic mission trips. One of the ones we went to every summer was in Cincinnati. And one of the highlights of the every summer was going to CC's pizza. You know, CC's pizza. High school kids. It doesn't take much to get them excited. But this particular CC's every time we left, there was an employee that stood at the door and waved and goes, C C later. And that's why we would go. Because the next year on en route, the guys and girls that were there the year before were like, oh, we're gonna get the CC later. And they would tell the people that were new, oh, you're gonna love it. And anyway, so I was thinking about that this morning, going, that was genius. That was his only job. CC later. Thank you so much for listening to our podcast. We hope you enjoyed spending time with us because we enjoy spending time with you. If you did, make sure you hit that subscribe button or add the business and pleasure of flowers to your Google morning routine or your flash briefing on Alexa.

SPEAKER_01 25:28

We look forward to seeing you next week. So please come back and join us to discover how a bit of knowledge and one small change in your mindset can take you to new levels in your life and business.