Tracy D'Amico
Well-Known Member
So why not spend some of the $$ on another shop, and send the order anyway, with aplogies from Bloomzie? Kinda figured that was the point of collecting the funds in the first place?
Example of use of Delayed Response program
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LJVF
Well-Known Member
This is definitely a flaw in the system that I'm sure will be ironed out. I spoke to FTD.com directly regarding this issue and even they cannot force a REJ through their system. You know they won't let this loophole last too long.
I had a situation today where a florist was slow at rejecting, but with some persistence and firm requests they finally did (thanks for the advice JB!). Fortunately my story had a happier ending then JB's, the customer chose an upgraded arrangement on the penalized florists dime.
Well even tho I called the guy without him telling me the flowers hadn't been delivered and he was still cheesed and decided he couldn't trust me.
I'm gonna keep the $150 as a consolation for a lost customer that I could have made money on into the future.
I have a lot of repeat customers - we provide exemplary service, and can't begin to count the number of wonderful emails I get, but this guy obviously isn't coming back no matter if I give him free flowers or not.
so.....
I can tell you without doubt - I'd WAY rather still have that customer than the $150.
BOSS
FlowerChat Administrator
Let's keep this **game** in perspective...
Yes, Jon benefited from FTD's new TAX this time around, and knowing him as I do, and that he's on top of his communications he'll never likely be on the other end of the equation. Too bad his customer decided it was his fault, but that happens from time to time in the wire game, thus when we have a difficult request or customer we simply give out the number and let them call you direct...
The Delayed Response Program while touted by FTD as doing something "for" the florists was in fact designed to benefit FTD.com directly simply based on their order volume and unrealistic expetations for timing and product availability. Did you notice, that even if they send you an incorrect address and you send an ASK for clarification and then reject you still get TAXED...who was that designed to benefit?
Yes, there are other beneficiaries as well, those being the SFO's, and the other large volume sending florists, as well as the likes of every order gatherer out there that FTD keeps in their stables with high rebates and new TAXES, to keep the cash cow alive and the private planes flying.
This was designed to benefit FTD, the OG's and the Top 100..simple as that. Heck even Ted got dinged...
Reject ON! Or simply permenantly SUSpend
I spoke to someone this morning that is close to the "architects" of this program and gave her feedback as an end user.
One thing - they need to develop a plan or method to intervene when a florist won't reject - and as some substandard ones get hip that they will be fined - they will refuse to reject. They need a way to intervene cuz without penalty - they will keep on mishandling orders.
The other is - I told them an ASK really needs to stop the clock or at least extend the time. It is really unfair the way an ask can go unanswered and the filler be held to pay for the senders lack of a timely response, and it's going to make fillers more hair triggered on rejects - the few that are paying attention that is (likely very few)
One thing - they need to develop a plan or method to intervene when a florist won't reject - and as some substandard ones get hip that they will be fined - they will refuse to reject. They need a way to intervene cuz without penalty - they will keep on mishandling orders.
The other is - I told them an ASK really needs to stop the clock or at least extend the time. It is really unfair the way an ask can go unanswered and the filler be held to pay for the senders lack of a timely response, and it's going to make fillers more hair triggered on rejects - the few that are paying attention that is (likely very few)
Yeah, but this is the thing, sometimes it's not the sending shops fault, sometimes you're unable to get a hold of the customer.
There are so many shades of gray it's not even funny. Who ever designed this system obviously never worked in a flower shop.
There are so many shades of gray it's not even funny. Who ever designed this system obviously never worked in a flower shop.
Mikey the Flower Guy
It's a GREAT DAY to live, and love!
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I too, was "jamming" with the keyboard jockeys today, and MY true belief, IS, they either CANNOT, or WILL NOT substantiate these changes, because 1) they make sense, and 2) more "taxation" makes MORE sense.
We dumped ALL DOT.COM orders, and now they are playing "games" with Retrans orders, and that is coming to an end as well.
As I spoke to my travelling FSR, also today, he NOW knows, it's either "fix" the issues (he DID fix them to his credit), or bye!
JB....we're proud to know you, your "love" for this tax makes YOU a "Liberal" with "declining end points"........:GP
avenuegardensflorist
Well-Known Member
$150 'tax' or 'penalty' on that shop that ?thought? they can the order and you are going to make them suffer the financial loss because they made a mistake. $150 is A LOT of $$$$ for a small shop.
give me a freekin break
you should be ashamed of yourself!
even though you maybe ?lost a customer? you are willing to justify having one of your 'peers' financially suffer b/c of a ?mistake? and b/c ftd set these rules to benefit .con you take advantage?????
this society is getting greedier and greedier and I for one would not be able to sleep at night if I did that to someone.
ashamed, I say!
paleeese, give me a break and tell me you did not do that especially after ?thinking? about it?
dude........get a grip.
give me a freekin break
you should be ashamed of yourself!
even though you maybe ?lost a customer? you are willing to justify having one of your 'peers' financially suffer b/c of a ?mistake? and b/c ftd set these rules to benefit .con you take advantage?????
this society is getting greedier and greedier and I for one would not be able to sleep at night if I did that to someone.
ashamed, I say!
paleeese, give me a break and tell me you did not do that especially after ?thinking? about it?
dude........get a grip.
Sorry I'm not ashamed of myself. (I'm not really sorry either)
I lost a customer I fought the big dogs to get.
Six days later I find out they didn't deliver? They got a delivery confirmation request 5 hours after the order had been sent to them which should have alerted them to let me know there was a problem. They had 2 more full days before the 4th of July holiday, but I don't find out until Monday?
This is unprofessional no matter how you slice it. If you run an order transmission system handling people's emotional messages you have a duty to your peers to know how to run it.
What part of that eludes you?
And I guess - shame on you for judging how I run my business?
I'd still way rather have that customer. I have many internet customers who order from me 20-50 times.
How much did I lose?
I guess I should "suffer" so they don't have to.
Shame on me?
Right - whatever.
opinions vary
blessings
I lost a customer I fought the big dogs to get.
Six days later I find out they didn't deliver? They got a delivery confirmation request 5 hours after the order had been sent to them which should have alerted them to let me know there was a problem. They had 2 more full days before the 4th of July holiday, but I don't find out until Monday?
This is unprofessional no matter how you slice it. If you run an order transmission system handling people's emotional messages you have a duty to your peers to know how to run it.
What part of that eludes you?
And I guess - shame on you for judging how I run my business?
I'd still way rather have that customer. I have many internet customers who order from me 20-50 times.
How much did I lose?
I guess I should "suffer" so they don't have to.
Shame on me?
Right - whatever.
opinions vary
blessings
Avenue Garden has to be Ed Herring. Man back in the day of the old FTD board, boy did we have some fun. I remember saying
" Communism is a Ed Herring " and you went berserk Ed. You aren't afraid of anything, even when I said I was coming to NC to stop your bark and test your bite.
I sure do hope you post more, especially calling out Bloomz. That is something I would love to see. The hippie vs. that old man who yells at all the kids in the neighborhood to get off his lawn.
This could be a good summer.
" Communism is a Ed Herring " and you went berserk Ed. You aren't afraid of anything, even when I said I was coming to NC to stop your bark and test your bite.
I sure do hope you post more, especially calling out Bloomz. That is something I would love to see. The hippie vs. that old man who yells at all the kids in the neighborhood to get off his lawn.
This could be a good summer.
avenuegardensflorist
Well-Known Member
still shame on you
they probably will not even know about this until their statement renders
heck they might even look at their statements
but still there has to be a learning curve built in and not just 'tax' or 'penalties' thrown out at these(us) small shops until everyone UNDERSTANDS to ramifications.
put in place to satisfy .con failures.....!!!!!!
at the bare minimum a cap should be placed on the so-called
tax/penalties one can receive. $150 bucks.....give me a freekin break
they probably will not even know about this until their statement renders
heck they might even look at their statements
but still there has to be a learning curve built in and not just 'tax' or 'penalties' thrown out at these(us) small shops until everyone UNDERSTANDS to ramifications.
put in place to satisfy .con failures.....!!!!!!
at the bare minimum a cap should be placed on the so-called
tax/penalties one can receive. $150 bucks.....give me a freekin break
avenuegardensflorist
Well-Known Member
hero: sorry to disappoint but I'm not Ed. He is in Boone, the 'high country'
I sure miss Mr Herring also. Between him and TOTO I learned a heck of a lot. I wish Ed would participate a WHOLE LOT more b/c he does have A LOT to OFFER! small Bob had nothing over these 2 wonderful Florist representatives!
what, is that not allowed here? Have I done something wrong?
?????
I just strongly feel a $150 penalty/tax is unjustified no matter what the reason. The people at FTD have lost their marbles w/ this new policy and it is all about the greed factor. People make mistakes. A complimentary arrangement will satisfy most customers. FTD .con is the culprit in this malaligned policy that will pit florists against each other. A ploy to rankle the rank and file. Sad. And it seems to be starting now, huh?
Bloomz.......here is a suggestion. Take that $150 you stole as a 'penalty/tax' and give it to your customer that you 'lost' and do not keep the 'unfound' money for yourself if you believe so strongly that you 'lost' this customer. Do that and I bet ya he will be one for life! But still shame on you for ?thinking? about it and still pocketing the $150. BOOO!:tongue:
avenuegardensflorist
Well-Known Member
.....whatever?
I know you are feeling guilty and will not be able to sleep well tonight.
You will see. Karma is your keeper now.
...a blessing back at ya!
************
nov 2002 vs oct 2002
I think I have 'seniority' here.
*************
@@@@ I got excited. Tell Ed HERO misses him. No call out bloomz, although his whatever post is cute, it isn't his good stuff.
You sound just like him, but far from Toto.
You sound just like him, but far from Toto.
prestonway
Well-Known Member
& this justifies their incompetence???
Why is that??? Everyone had a test run on the May statement.
Further proof of their incompetence???
If that's the case, this shop and others should quit while they're behind...
At this rate, it won't be the .cons that are failing, justifiably so...
Lifetime value of a customer permanently lost...a heck of a lot more than $150...
Instead of trying to protect this poor shop, why aren't they being held accountable??
Why cover for their incompetence?
SHAME ON WHO???
...and of course there is the bottom line...membership in FTD is PURELY VOLUNTARY...
Sleep well, my friend Bloomzie...I know I will be...
Why is that??? Everyone had a test run on the May statement.
Further proof of their incompetence???
If that's the case, this shop and others should quit while they're behind...
At this rate, it won't be the .cons that are failing, justifiably so...
Lifetime value of a customer permanently lost...a heck of a lot more than $150...
Instead of trying to protect this poor shop, why aren't they being held accountable??
Why cover for their incompetence?
SHAME ON WHO???
...and of course there is the bottom line...membership in FTD is PURELY VOLUNTARY...
Sleep well, my friend Bloomzie...I know I will be...
LJVF
Well-Known Member
I agree, $150.00 is hardly compensation for losing a customer for life. Judging from what I heard about the sender, nothing was gonna change his mind. I respect Bloomz judgment and decision on this one.
::BS
A complimentary arrngement does not always satify a customer, and the program is designed to allow the florist to do just that.
C'mon do you really think offering to give his money back and still send the arrangement wasn't done here? Bloomz tried to keep his customer, as was posted here, and got a NO and lost a customer. What do you want someone to do, burn the money? Throw it away? Six days is ridiculous from the filling florist. That's not a mistake it's STUPIDITY. If I was the filler, I would have offered Bloomz to send the arrangement free with a note of apology and told hime to cancel the original order. Because I was SORRY I screwed up the order so badly. Because mistakes, sometimes bad ones, do happen. So you fix them, at your cost. Which here would have been $150.00 Original order $75.00, plus replacement $75.00. Now as the filller you could have saved some money here, by doing the right thing yourself. But no, they rejected, after sitting on the order. So now for sure they lost $150.
Now Bloomz's customer is mad, and he tells five people and they tell five people and so on. This is where ::BS meets business sense. One $150.00 fine would snap me, my shop and my staff into shape right away. And it would never happen again. Honestly a canceled order, or a complaint of any kind gives me pause.
I'm on the record here for my dislike of this program, and for my mistrust for FTD's altruism in coming up with it. I haven't changed my mind, but costing someone else a customer and poor order handling isn't good for the floral business either. It comes at a price, seems like this time it was $150.00
Chasing a scorned customer down the street to stuff money in his pocket, even though he won't be back, is not my idea of good business either. Know when to cut your loss with the customer(after having really tried) and move on. Use the $$ to comfort you, and get a new customer.
avenuegardensflorist
Well-Known Member
like I said, this pits florist against florist and it started w/ how to satisfy a order gathering problem.
I wish we had the offending florist's position on the matter here where they could state their case. We will probably never know their side of the story.
No matter, if bloomz wants that customer so bad take the $150 and give it to him, he is the one who deserves the unfound $$$$. That will be the best way to retain this disgruntled client. You ever had a business GIVE you $$$$$ back, it isd a great feeling.
ftd.con has started a war amongst us and this will not be the end......you will see.
the vision's I see is some older lady, grandmotherly type, sitting in her shop trying to do what she has always done and provide flower arrangements to all her customers, as always, and gets caught up in this .con tangled web of money confiscation w/o maybe realizing what is going on. Yes times are changing but ftd's rank and file has to be given time and understand how this taxed program really works. 30 days of notice, give me a freekin break, they did it for ,con and the $$$$ they will reap. it is like being pickpocketed. The program is quite confusing and I am sure 80% plus probably have no clue of the consequences. In these very rough economic times this is the last thing a small shop needs hitting them square between the eyes every month.
....just to satisfy .con problems .....who sits on their problem orders w/o ANY financial CONSEQUENCES designed to penalize them!
give me a freekin break!
like I said florist against florist and they are laughing all the way to the bank and we cannot do a dang thing about it when they tap our statements for the dough!
I wish we had the offending florist's position on the matter here where they could state their case. We will probably never know their side of the story.
No matter, if bloomz wants that customer so bad take the $150 and give it to him, he is the one who deserves the unfound $$$$. That will be the best way to retain this disgruntled client. You ever had a business GIVE you $$$$$ back, it isd a great feeling.
ftd.con has started a war amongst us and this will not be the end......you will see.
the vision's I see is some older lady, grandmotherly type, sitting in her shop trying to do what she has always done and provide flower arrangements to all her customers, as always, and gets caught up in this .con tangled web of money confiscation w/o maybe realizing what is going on. Yes times are changing but ftd's rank and file has to be given time and understand how this taxed program really works. 30 days of notice, give me a freekin break, they did it for ,con and the $$$$ they will reap. it is like being pickpocketed. The program is quite confusing and I am sure 80% plus probably have no clue of the consequences. In these very rough economic times this is the last thing a small shop needs hitting them square between the eyes every month.
....just to satisfy .con problems .....who sits on their problem orders w/o ANY financial CONSEQUENCES designed to penalize them!
give me a freekin break!
like I said florist against florist and they are laughing all the way to the bank and we cannot do a dang thing about it when they tap our statements for the dough!
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