Talent BY JULIE MARTENS FORNEY EMPLOYEE SPOTLIGHT Tabitha Keys


worth something. I approach customers with that in mind. My goal is to make them feel appreciated and let their guard down so that I can help them create the perfect piece. We can say words, but are we truly connecting and understanding each other? Do they feel like I’m really listening? That’s what I aim for.”


Who I’d love to host for dinner: “Any two centenarians. Older adults have so many insights from all they have seen and done in their lifetimes. I would ask what their oldest memory is, what moment in time sticks out most to them from their lives, their favorite vacation spots, if they had life advice to impart to me — there’s so much to learn. My centerpieces would be garden inspired with hydrangeas, roses, ranunculus, eucalyptus and rosemary, and we’d eat in a garden.”


Operations Manager Joyce Merck Florist Gainesville, Georgia


> Tabitha “Tabby” Keys has never met a problem she wasn’t eager to help solve. “Figuring out how to make things more efficient is my favorite part of the job,” she says. From showroom design, to helping find an updated computer system for the shop, Tabby tackles each challenge with delight. For instance, when the showroom needs a new fixture or table, she works with a local crafts- man to secure a custom design. “We had a wind chime that dangled from an old stand; it just wasn’t the right display. Our local craftsman designed a display stand that solved that problem and has also become a good seller for us,” she shares. She joined the third-generation


flower shop seven years ago. “Joyce Merck is known for its small town feel and spreading joy. We know our cus- tomers by name and ask after their day or family. They love feeling known,” she says. The owners also bring that sense of caring and family to the staff. “We have a family environment where we share in the joys and trials of life together. We work hard to find everyone’s value, from customers to team members.”


Our Mother’s Day strategy: “Mother’s Day will be our second paper- less holiday with our new cloud-based point of sales system. We’ll do greening in advance, along with making a ton of a dozen-rose arrangements and design- er’s choice. That way they’re ready for orders, and we also keep some in the front cooler for walk-ins. A month out, we’ll streamline website offerings to help customers make quicker buying deci- sions. That also helps us buy flowers in bulk and control costs.”


My top challenge on the job: “High-quality silk flower prices are really high right now. I prefer Real Touch silks — we’ve had customers think they’re real flowers. It’s easy to put together a $300 arrangement. The challenge is using different varieties of silks to create that high-end look with a customer-friendly price. It’s finding that fine line between quality, design, price and customer satis- faction. Purchasing is part of the solution, as is helping customers understand qual- ity and price, as well as keeping designers aware of the customer’s budget.”


My superpower: “Customer service. Everyone wants to be loved, heard, seen and feel like they’re


14 FLORAL MANAGEMENT | March/April 2025 | WWW.SAFNOW.ORG


My best advice: “One [piece of advice] that I live by is: ‘This, too, shall pass.’ Any time you’re going through a tough time, one day you’ll look back at it and find that it will be brighter days. Keeping that perspec- tive is important. It applies even with something as simple as Valentine’s or Mother’s Day week. The pace and busy- ness aren’t forever — it will pass.”


Julie Martens Forney is a contributing writer for Floral Management.


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