Working with clients during sensitive times

Working with clients during sensitive times

Applying Emotional Intelligence

  • Recognise the emotional state of the client and respond in a compassionate, understanding manner.
  • Maintain patience regardless of how long it takes for the client to express their wishes or decisions.
  • Use empathetic language that shows you understand their emotions and are there to support them.
  • Keep your own emotions in check to avoid transferring any of your own stresses or problems to your client.

Effective Communication

  • Make sure to listen more than you speak to ensure the client’s wishes and thoughts are at the forefront.
  • Use clear, concise language that avoids jargon and ensures the client understands every step of the process.
  • Pay attention to non-verbal cues, as they can offer additional insight into the client’s emotional state and preferences.
  • Ensure you have understood correctly what the client wants by asking clarifying questions or summarising what they’ve said.

Demonstrating Respect and Understanding

  • Respect the privacy and confidentiality of the information shared by the client.
  • Understand the family’s religious, cultural, and personal beliefs that may guide their preferences for the floral tribute.
  • Avoid making assumptions about what the client wants or what would be appropriate, always ask for their input.
  • Be accepting and non-judgemental; every family may grieve and commemorate their loved ones differently.

Navigating Difficult Conversations

  • Be sensitive when discussing cost and payment arrangements.
  • Understand that decision-making may be difficult for the client due to emotional distress, so have patience and empathy.
  • Use neutral language that respects their loss when talking about the deceased.
  • Always offer kindness, sympathy, and support, and remember to offer comfort and reassurance during these difficult moments.

In difficult times of loss, florists play an essential role in providing comfort to grieving families through meaningful, personalized floral tributes. It’s crucial to manage these interactions with empathy, respect and understanding.