Kristen DeTienne Florist Quotations

Tangible is what the company does to appease customers, and psychological is how they do it. For example, we had a student who paid for flowers to be delivered on Mother's Day. By accident, the flowers weren't delivered. The florist profusely apologized for the oversight -- that was the psychological. Then, he recovered by delivering a different bouquet of flowers to the mother's house every day for a week after that -- that was the tangible.