Smiles guaranteed

I needed a refill of medication for my dog recently, and although my veterinarian’s office was extremely busy that morning, the receptionist said she’d have it ready quickly. Realizing that I was passing a garden center on the way to the vet’s building, I decided to stop and pick up a small flowering plant as a thank-you gift since she was being so accommodating. This wasn’t the garden center where I work, and I didn’t recognize anyone as I walked in, but there was display of colorful spring flowering plants in 4-inch pots, so I knew that I could choose an appropriate gift quickly.

Because the plant was going into a place filled with animals, I did spend a couple of minutes Googling which of my choices wasn’t toxic to dogs. Settling on a Gerbera daisy, I then looked around for a decorative clay pot to put it in. Once I chose the pot, I headed toward the cashier when I spotted a houseplant that I’ve been lusting after. Philodendron Golden Crocodile! It was in a 3-inch pot and was priced at $26, but I didn’t hesitate. This plant was coming home with me.

At the register, the cashier began to ring up my three items. “I’m giving you a 20% discount off this plant,” he said, picking up the Philodendron, “but that means that there are no guarantees so you can’t bring it back.” I just smiled. Since I work at a garden center, I clearly understand that plants are living things and by definition they can die, but I just nodded.

Next, the cashier picked up a small cellophane sleeve and started to slip the Gerbera daisy into it. “No, please,” I said. “We can save that plastic. I’m delivering this to my vet’s office, which is just down the street.” I picked up the plant, removed the price tag, and placed it into the ceramic pot.

“Well, alright,” the cashier said, “but if you don’t take the sleeve that voids the guarantee, and you can’t return it if it dies.” By the tone of his voice, I could tell that he was clearly thinking, when it dies. Since it was 50 degrees outside, and I was driving to the vet’s office, I was pretty sure that cold exposure wasn’t a problem here, but I didn’t argue. The cashier just frowned.

What was troubling was that I, the customer, was scolded and the clear implication was that I was going to fail, and this garden center was not going to be responsible.

Clearly define the rules

Having worked at an IGC for 28 years, I know that customers try to return plants that were clearly abused. Once I waited on a woman who tried to get money back for a dried-up hanging basket that had a competing garden center’s price tag on it. I remember the man who wanted to return the six rolls of sod he’d bought and left in the trunk of his car for week … in July. And there was the woman who brought in a dead shrub, still in its nursery pot. When I asked, “What was your watering schedule for this plant?” she responded with one word. “Watering?”

Since some box stores have a “no questions asked” return policy on plants, IGCs also face our customers’ expectations that we will do the same. Having a clear return policy is a necessity, but communicating that you expect the customer to fail is just bad business.

Some IGCs have simple statements about returns, saying that hard goods can be brought back within 30 days and plants can be returned within seven days if they are in excellent condition. Most garden centers require a receipt for a return, and say that sales are final on seasonal merchandise, special orders and clearance items. Others have different policies for shrubs and trees, houseplants or perennials. Whether your guarantee is short and sweet or specific to each department, it’s a good idea to have it posted on your website, and for the URL for that web page to be printed on the bottom of every receipt.

Set customers up for success

More importantly, cashiers need to know the language that conveys an expectation of success to their customers. The staff who ring up purchases are, after all, the Directors of Last Impressions. Sentences such as “I think you’ll love this plant, and if you have any questions about it, give us a call or come in, okay?” or “This plant just makes people happy. Once you get it home, if you have any questions or concerns, just give us a call,” and “Good choice! Take good care of this one, and if you need any advice, take a picture of the plant to remind us what you’ve got, and come into the store.” The last impression should be that the customer has great taste, you’re fully confident that they will be successful and that you’re there to help with any issues that might arise.

If I were to take a photo of my Philodendron Golden Crocodile and take it into the IGC where I purchased it, they would see that it has been repotted and is thriving. And when I presented the Gerbera daisy to the receptionist in my veterinarian’s office, her surprised delight was abundant and priceless, even without a return guarantee.