Most florists have agonized over how much to charge for various service fees. Outgoing orders, delivery, and in-home consultations are just a few of the examples of services that require fees. A survey conducted by Amdocs, a customer management software maker, focused on customer experience and found that consumers are willing to pay for extra services.
Many of us are perfectly willing to pay extra for something that should be – and used to be – considered part of the buying experience.
We asked ourselves if we would go along with paying a little extra for better service. For instance, would we pay an additional fifty cents to go through a speedy checkout lane or $5 to move to the front of a long museum line? How about $10 more for quicker, kinder service at the airport when we’re trying to check in luggage and make a flight? Our answer is a resounding, “Yes! In a New York minute.”
The survey results point out two things:
Customer service isn’t what it used to be (and consumers are aware of it)
Consumers will pay for services that used to be free
Agonizing over service fees means you’re out of touch with what’s going on. It’s now part of our culture to pay more for good service. Sometimes we even pay for bad or indifferent service – but we don’t make a habit of it. Who hasn’t felt “hurried” by wait staff in busy restaurants? When you’re handed your restaurant tab along with your entrée, the message is clear – “Here’s your food, goodbye.” You may still leave a tip, but you won’t rush back there when there are plenty of other restaurants with better service.
You’re able to offer something to your customers that they will appreciate – superior customer service. When you deliver this commodity each day to every single customer, then you also pave the way to charge service fees.
So, what’s your service worth? Is it worthy of $9.99 for delivery on an outbound order or is your shop’s service mediocre and worth only $5? The choice is yours.