“Keep it simple”: Fresh Flowers talks customer service

Joyce Abaño

14th May 2019

Treat your customers like real people and don’t overthink things. That’s the advice of Fresh Flowers, Australia’s number one online florist with the most satisfied customers.

“Listening to our customers is absolutely key in being able to meet each customer’s expectations,” Kasey Palethorpe, FreshFlowers.com.au sales director, told Internet Retailing.

Palethorpe said it is very important to make sure an online business provides timely responses to customers, and added that it is even better if someone from the company can reach them on the phone to communicate even more quickly and easily.

The family-owned business, which was founded in the 1920s and expanded online in the last 10 years, recently won the 2019 Canstar Blue Award for Most Satisfied Customers across five categories and for their floral range.

“There are a lot of variables in running any business, but our advice would be to remember to treat your customers like real people and don’t overthink things,” Palethorpe said. “Keep it simple and ask yourself – would I be happy with this?”

The retailer beat rivals Interflora, Roses Only and Easyflowers after customer feedback rated Fresh Flowers the best in five categories with their delivery service awarded five stars for overall customer satisfaction.

“At Fresh Flowers, we don’t just sell flowers, we sell experiences,” the online retailer said.

“We have made it our pride and privilege to provide customers, and their loved ones with cherished memories. And now, our customers have spoken.”