Flower Sale or Fail? BY TIM HUCKABEE LEVERAGE YOUR POS TO IMPROVE YOUR BOTTOM LINE
Editor’s note: Sales and service guru Tim Huckabee has been on the road visiting shops and spotting a common — and costly — trend: underused point-of-sale systems. In this column, he reveals the missed opportunities he sees most often and offers practical fixes that can help florists boost sales, streamline operations, and deliver a standout customer experience.
> At this point in the 21st century, every flower shop — regardless of size, loca- tion, or number of employees — should be using a point-of-sales (POS) system, because they make your business much more efficient and profitable, track or- ders and coordinate deliveries and can be used as a time clock. Not to mention that on the most basic level, customers expect their profile and order history to be at your fingertips. If it’s not, you can’t see what they’ve ordered in the past, which is information you can use to upsell them. Don’t have a POS yet? It’s easier
than ever to get on board since there are so many great wire service and inde- pendent options available. Shop around using the Society of American Florists’ technology vendor guide in the back of this issue, as well as its online virtual suppliers showcase (visit
safnow.org/ suppliershowcase). Or reach out to me. I’ll learn about your business and needs to suggest two options.
THINK YOU’RE A SALES HOTSHOT? SHOW US!
This is your chance to have your sales team evaluated by Tim during a mystery call. Not only will you receive valuable feedback to put into prac- tice but you’ll also compete against other shops for a chance to win first, second, and third place cash prizes! Send your name, business name and phone number to Tim at
tim@theprofitableflorist.com.
Most shops I visit for on-site training
are using POS systems, but not always in the most efficient manner. Here are some of the most common mistakes to avoid, and the elements of a POS system that every florist should be using.
Don’t Use Paper It’s shocking to see how many shops with a POS system still take orders on paper since they “want to have a backup,” only have one workstation, or “don ‘t want to let the customer rush them.” Get over it! Leverage the system you’re paying for to save, eliminate mistakes, and keep staff out of trouble (writing credit card information on paper is very dangerous). Worried about your employees’ typing skills? There are many online courses to teach keyboarding skills and get them up to speed. And make good use of my old standby, “I appreciate your patience, we just updated our software” (a little fib that’s relatable and buys you some typing time).
Don’t Skip Key Information Please collect an email address from every customer so you can improve their experience and add value — all courtesy of your POS system. Most POS platforms are set up to email the customer a copy of the order (which is a great way to catch any mistakes before the arrangement leaves the shop) and delivery confirmation (which reduces the “Can you tell me if my flowers were delivered?” calls). Additionally, every time you capture an email address, you’re helping to grow the business by building a more robust marketing list so you can reach out to customers with holiday reminders and special offers during the year.
16 FLORAL MANAGEMENT | July/Aug 2025 |
WWW.SAFNOW.ORG
Don’t Ignore Customer History A POS system gives you a host of tools that empower you to take better orders, so make sure you use them. Some are basic, like spellcheck in the card message (my best friend!) which help to avoid expensive — and embarrass- ing — bloopers. The ability to view a customer’s history and average order helps set the bar for today’s sale — and maybe go a bit higher. This is also very helpful when a customer tells you he wants to send “something special” to his wife. You might offer a regular customer a $125 design, but if you’re using your POS to your advantage and see that his average sale is $100, you could/would/ should offer him a design at $250, and he’d probably happily buy it. Technology is your friend. Summer
is a traditionally slower time for many shops, so take a deeper dive into what your system can do and start integrating those features into your daily sales and service activities. Get proactive and reach out to your POS provider and ask for any training materials or tools they can share. And if you aren’t using a POS system yet, you’re doing your business, your staff, and your customers a huge disservice. It’s time to upgrade your technology and processes.
Tim Huckabee is the founder of The Profitable Florist, an education provider that teaches best floral business practices remotely and on site. He has been training florists for over 27 years how to become more prosperous. Contact him at
tim@theprofitableflorist.com.
SHUTTERSTOCK/GROUND PICTURE
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