Yes We Can: Transforming Customer Service in the Floral Industry
By Arthur Conforti
Customer service is not just a department—it’s the heart of any successful business. In today’s fast-paced, choice-filled world, customers demand more than just products. They want solutions, experiences, and a reason to come back. That’s why I developed the Yes We Can approach—a philosophy that turns “no” into opportunity, and challenges into memorable moments for your customers.
The Problem with “No”
In most businesses, saying “no” is the safe answer. It’s quick, it’s easy, and it avoids extra work. But it also shuts the door on possibilities, customer loyalty, and increased revenue.
For many retailers—florists included—“customer service” has been reduced to doing just enough to get a five-star review. But Yes We Can is about going beyond the bare minimum. It’s about:
Listening carefully to what the customer truly wants.
Finding creative solutions that meet (or exceed) those needs.
Giving the customer options, including the cost, so they can decide how far they want to go.
When you replace “no” with “yes we can,” you’re not just serving a customer—you’re building a relationship that lasts.
An Example: Flowers at Midnight
If someone called Beneva Flowers at 11:45 p.m. wanting a bouquet delivered before morning, I had two options:
Say “Sorry, we don’t deliver this late.”
Say “Yes we can—for an additional fee—would you like me to arrange it?”
We chose option #2 every time. Here’s how we made it work:
After 4 p.m.: +$10 delivery fee.
After 6 p.m.: +$20 delivery fee.
After 8 p.m.: +$50 delivery fee.
After midnight: +$100 delivery fee.
Not everyone said yes—but the ones who did were thrilled we gave them the choice. And we never had trouble finding a driver willing to earn extra for making it happen.
Why It Works
Yes We Can isn’t about giving everything away—it’s about creating options that benefit everyone:
Customers get what they want without hearing the word “no.”
Employees are motivated with extra opportunities to earn.
Your business gains a reputation for being resourceful, flexible, and customer-focused.
This approach transforms how customers perceive your business. They stop seeing you as just another florist, and start seeing you as their go-to problem solver.
The Mindset Shift
Exceptional customer service starts with attitude. Today’s customers don’t want cookie-cutter responses—they want someone to listen, understand, and work with them. Yes We Can is about empathy in action:
Listen with the intent to solve.
Offer solutions, not barriers.
Let the customer decide where the limits are.
If a customer takes the time to express a need, take the time to see if you can meet it. Even if it’s unusual. Even if it’s inconvenient. Especially if it’s a chance to make their day.
Bringing “Yes We Can” to Your Business
I’ve taught the Yes We Can approach to florists across the country, and I’ve seen firsthand how it transforms shops:
Happier customers who remember you.
Employees who feel empowered instead of restricted.
Increased sales from premium service options.
A reputation for excellence that competitors can’t match.
If you’re ready to stop saying “no” and start saying Yes We Can, I can help you bring this culture into your own business—whether you run a single shop or a multi-location operation.
Final Thought: In the floral industry—or any business—people don’t have to buy what we sell. They choose to. The way we respond to their requests determines whether they choose us again.
Yes We Can is more than a slogan. It’s a commitment to finding a way.
FAQs
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The Yes We Can approach is a customer service philosophy developed by Arthur Conforti that focuses on replacing “no” with creative solutions. Instead of telling customers something can’t be done, businesses offer options—including any additional costs—so the customer can decide how far they want to go to meet their needs.
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Saying “no” immediately shuts down possibilities for sales, customer loyalty, and positive word-of-mouth. By offering alternatives instead, businesses not only solve customer problems but also create memorable experiences that keep people coming back.
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It starts with listening to the customer’s request, finding a realistic solution, and being transparent about any additional cost or effort required. For example, if a customer wants flowers delivered after midnight, instead of refusing, the business could agree for a premium fee and coordinate with a willing driver.
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Employees feel empowered and valued because they’re part of the solution, not just following rigid rules. They often have opportunities to earn extra income from special requests, which increases job satisfaction and motivation.
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Absolutely. While Arthur Conforti developed it in the flower business, the principles apply to any industry. Any business can benefit from empowering staff to offer solutions, build trust, and create exceptional customer experiences.