Cancel Requests

If a florist calls and tells you that they want to cancel their site, it’s important that we attempt to find out why they want to cancel.

Oftentimes, a florist will request cancellation when they’re really just unhappy with a certain aspect of their site, and sometimes it’s something as simple as restricting their delivery area, blocking a city/zip code, or even just raising their prices.

This is why any time someone tells you they want to cancel their site, you should politely inquire about their reason for wanting to cancel. You might be surprised at what some shops don’t know about their website’s capabilities. It’s very possible that when you ask, the reason that they give you could be something that is super easy to fix. If you’re able to take care of that for them, you might be saving several people from a headache. When someone calls and says that they want to cancel their site you might respond by saying,

“I’m very sorry to hear that. Can I ask the reason why you want to cancel your site with us?”

There are many ways you could word the question. Just remember to show empathy and concern. Whatever reason they give you should go in your ticket notes. A lot of the time, it’s going to be something that is totally out of your control and so noting it and offering further assistance, should they need it, is all you can do. If the reason they give you is something that you can resolve directly, then you should let them know that you can take care of it at that time.