Online community for ornamental horticulture
Information Station/Customer Potting Shed/Help desk
We are thinking about setting up an information station/Customer potting station/help desk in the middle of the nursery. I am trying to see what has worked and what are some of the necessities that need to be included.
Replies to This Discussion
-
Permalink Reply by Pamela Freeman on -
One item to consider adding to the customer potting station would be a "Free Liquid Fertilizer" station. It is easy to set up with a Dosatron fertilizer injector and a bucket of fertilizer. It can lead to higher customer satisfaction, increased foot traffic and bring in repeat business. All the customer has to do is bring their own container. For more details go to: http://www.dosatronusa.com/blog/?p=79.
- Attachments:
-
-
Daisy_Garden.gif, 38 KB
-
-
Permalink Reply by Roger Bolger on -
JIm, this position should have your most knowledgeable and best salesperson. When someone comes for information, you don't want someone handing out lists of plants, you want someone who can engage the customer, take him or her to the plants on the list, suggest add-on sales, and make sure the customer gets everything they need for the project in mind. Just handing out informational flyers is probably the worst thing you can do because you are just handing out shopping lists for the box stores.
-
Permalink Reply by Erik Friedli on -
I wonder if you're trying to serve too many functions with one station. Information/Help should be near the solutions. And potting should be near the bedding plants. Martin Viette Nurseries used to have a Diagnostics Lab near its chemical area. They even had Rx pads to write recommendations on, a microscope, and they offered free soil testing. The Lab was manned by a true Horticulturist and added real credibility to their operation.
The worst scenario I've seen, and I've seen it more often than not, is an information gazebo with nobody stationed there at all. I think it HAS to be manned at all times, or it only creates frustration. And even if the person manning it walks away only briefly, nothing says bad Customer Service than an empty designated Customer Service station. And if the person manning the station cannot leave, then the hand-off to a Salesperson has to be very smooth. The Customer cannot be sent off to find them.
Staffing becomes a real problem, I think. It's a luxury to have a designated person to serve only one function. And if the area is manned by "Master Gardeners" or volunteers, are they unselling your products in their want to wow others with their vast "knowledge"?
-
Permalink Reply by Jim Lastrapes on
-
I appreciate the feedback. We may be trying to make it too much. I could make it more of a potting station. We are a very small operation and it would be hard to have someone in there all the time, but I agree, if you do make it an info station that it would need to be manned at all times. I like the idea of free fertilizer!
This is such a great forum where we can share thoughts and pick each others brain.
Thanks
Jim
-
Permalink Reply by Erik Friedli on
-
I do love when garden centers offer handouts to their Customers. Some put handouts in one designated area, and others use mailboxes out where the plants are located. Another great idea for Information is to set up a kiosk like they have in Paris to put posters, pictures, signs about specials, handouts...It adds an architectural element to the plant area, and gets information out to the Customer.
Jim Lastrapes said:I appreciate the feedback. We may be trying to make it too much. I could make it more of a potting station. We are a very small operation and it would be hard to have someone in there all the time, but I agree, if you do make it an info station that it would need to be manned at all times. I like the idea of free fertilizer!
This is such a great forum where we can share thoughts and pick each others brain.
Thanks
Jim - Attachments:
-
-
kiosk.gif, 16 KB
-
-
Permalink Reply by Erik Friedli on
-
If you do the French kiosk thing, you can really be playful with it. You can make posters advertising shows, but with a twist. For example, you can make one titled "Now Playing: 'My Fair Lady'" then have a picture of 'Lady Baltimore' Hibiscus. When the season is over, put a "Sold Out" sign over it, then tack the new poster right over it. Or you can have pictures of your staff with titles like "Susan Recommends..."
Erik Friedli said:I do love when garden centers offer handouts to their Customers. Some put handouts in one designated area, and others use mailboxes out where the plants are located. Another great idea for Information is to set up a kiosk like they have in Paris to put posters, pictures, signs about specials, handouts...It adds an architectural element to the plant area, and gets information out to the Customer.
Jim Lastrapes said:I appreciate the feedback. We may be trying to make it too much. I could make it more of a potting station. We are a very small operation and it would be hard to have someone in there all the time, but I agree, if you do make it an info station that it would need to be manned at all times. I like the idea of free fertilizer!
This is such a great forum where we can share thoughts and pick each others brain.
Thanks
Jim
© 2010 Created by Sara Tambascio.
