[Hua11.com Original] Since Hua11.com positions its established practical floral art training as service-oriented, we attach great importance to service and continuously improve. Our awareness and investment in service (including value-added services) surpass those of other training institutions.

Every day, we interact with many students. Simultaneously, because we operate a chain of physical flower shops, each store manager and clerk also engage with various types of customers.

In today's Internet and mobile era, word-of-mouth and service quality directly impact marketing effectiveness. "Doing well is expected; doing poorly will spread quickly." Therefore, we must prioritize service.

Among all service concepts, the most crucial one is the impression you create when communicating with customers for the first time. This initial impression directly influences your brand image in the customer's mind. All subsequent interactions serve to reinforce this perception.

If the first impression is unfavorable, all subsequent interactions will suffer, resulting in inefficiency. (For guidance on shaping the first impression, please refer to [Hua11.com · Marketing Advanced Series 5] How to design a promotional page? How to enhance a flower shop's first impression on customers?

When the initial service is excellent, a positive word-of-mouth effect can emerge, leading customers to voluntarily refer others to you.

This process relies on the customer's trust in you, not just financial interests.

Therefore, many marketing tools on current social platforms, such as "rewarded forwarding," offer limited benefits for brand reputation and customer loyalty. While they increase exposure (especially for attracting new customers), they fall short in building lasting trust.

Remember this: In the mobile Internet era, behind each person lies the potential influence of 200 customers.

Serving a customer well means she may share her positive experience with friends, directly impacting the first impression of those 200 potential customers.

For potential customers, trust in friends outweighs unilateral brand publicity.

Hence, our focus should be on providing exceptional service to every customer.

In summary: Service is marketing, and marketing is service.

Having understood this point, then, in what attitude should we deal with customers?

I. Two Common Mistakes

1. "The Customer is God"

We believe that the first common mistake is treating the customer as if they were a deity. Regardless of their requests, we comply, even with unreasonable demands.

The biggest issue with treating the customer as God is that they may not reciprocate the same respect. Instead, they constantly test your boundaries, indirectly assessing the quality, value, or level of the product they intend to purchase.

For instance, suppose a customer wants to buy a bouquet of flowers priced at 300 yuan. However, they might challenge you, citing the cost as "expensive." If you adhere to the belief that the customer is God, you'll keep making concessions until you either break even or barely turn a profit. Even if the customer eventually gets the bouquet for a significantly reduced price, say 200 yuan, they'll perceive its value as only 200 yuan or less (believing they couldn't negotiate further), not the original 300 yuan. Essentially, the customer evaluates the product based on your attitude and actions.

The more you deviate from the normal principles of value exchange, the more the customer perceives your product and brand as low-value. Consequently, your brand's reputation suffers, making it challenging to achieve substantial profits or even maintain a standard profit margin. It becomes a self-perpetuating cycle.

If you've chosen a career in flowers, take it seriously and be responsible for yourself—ensuring you can support your livelihood. This approach aligns with the correct mindset.

2. "Educating" the Customer

Another common mistake occurs when floral art practitioners, relying on their extensive experience in the industry, assume they know more about flowers than the customer. Consequently, they adopt a condescending attitude and may even "educate" the customer with disdain.

However, this approach can backfire. While you might win a conversation, you risk losing the customer. It's a straightforward concept.

Both of the above attitudes stem from a failure to position yourself correctly in the customer relationship.

II. The Correct Attitude Towards Customers

Hua11.com believes that when dealing with customers, it is essential to maintain equality—neither overly humble nor pushy—while remaining friendly and respectful. Whether the customer is a retail shopper or part of a large project, the approach remains consistent.

Always remember that while you may possess more knowledge about the floral art industry than the customer, from another perspective or industry, the customer could be your teacher. Therefore, communication should be on equal footing. There's no need for excessive flattery or an inflated sense of self-importance. Simply treat the customer as a friend, regardless of age.

If a disagreement arises during communication, approach it with friendly respect. Winning over the customer isn't necessary; instead, focus on achieving the communication goal (whether it's sales or project cooperation). Simultaneously, gently remind the customer of the potential impact when they insist on an opinion (especially if it lacks professional basis) and seek their confirmation. This approach demonstrates professionalism.

Ultimately, successful sales hinge on personal character and comprehensive quality. Even if the customer is dissatisfied with the product, their recognition of you allows them to accept its flaws and be less critical. Use this opportunity for improvement.

Additionally, to communicate effectively with diverse customer types, remain enterprising and continuously expand your knowledge beyond the professional realm. Only with broad expertise can you engage freely with people from various backgrounds and industries. This fosters stronger customer identification and contributes to sales development.

Remember: Sales is about being a person—authenticity matters.

The ultimate goal is to strive to make deals without aggressive promotion.

Copyright Statement:

This article is an original creation by Hua11.com and is included in the “How to Run a Flower Shop and Floral Studio” Ebook. The content of this article may be periodically updated and is initially published on the Hua11.com official website blog. You can find the article at this link: https://hua11.com/blog/4702.html.

Reproduction of this article is permitted, provided that it is reprinted in full and all copyright information is retained. Any form of plagiarism, whether partial or complete, is strictly prohibited. Legal action will be taken against violators.

The work titled “How to Run a Flower Shop and Floral Studio” is copyrighted by Hua11.com. Additionally, the “Practical Floral Training” model and the concept of “Light Decoration” are original creations by Hua11.com. The trademark “花艺意” is registered and protected by relevant national laws.