FTD Delayed Response??
- Thread starter prestonway
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I'd bet money if you call them with a legitimate reason such as Sher's they will credit you quite easily. There are legitimate reasons - we have one in our checkout box right now waiting for a home address for 2 days from a person checked out of hospital.
You can bet we aren't going to reject it, even if they ask us to if they can't get the address.
You just have to know the rules and play by them.
I like em and it sorta forces professional order handling. And I see it from both ends, sending and receiving.
Yes opinions do vary - I see it as another benefit of belonging.
I like having better reassurance of professional order handling and I like that if a shop forks up an important emotional statement (like all flower orders) - they get to pay for a remedy (refund and send the order) that will keep the customer, both our customer and the floral industry's customer.
Think about it for a second - a person goes to the "trouble" to choose a gift of flowers - thinking what a wonderful gift that is, and some nimrod florist forks it up.
Who loses?
The entire industry.
We can fix it by getting the flowers sent free - they get the great response they hoped for, hopefully, and just maybe the industry keeps a flower purchaser.
I hope the other wire services follow suit.
You can bet we aren't going to reject it, even if they ask us to if they can't get the address.
You just have to know the rules and play by them.
I like em and it sorta forces professional order handling. And I see it from both ends, sending and receiving.
Yes opinions do vary - I see it as another benefit of belonging.
I like having better reassurance of professional order handling and I like that if a shop forks up an important emotional statement (like all flower orders) - they get to pay for a remedy (refund and send the order) that will keep the customer, both our customer and the floral industry's customer.
Think about it for a second - a person goes to the "trouble" to choose a gift of flowers - thinking what a wonderful gift that is, and some nimrod florist forks it up.
Who loses?
The entire industry.
We can fix it by getting the flowers sent free - they get the great response they hoped for, hopefully, and just maybe the industry keeps a flower purchaser.
I hope the other wire services follow suit.
PhillyPhlorist
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- Feb 7, 2004
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Well said JB. The biggest part of all this is you just gotta know how to play the game! And, don't mess up, 'cause it hurts us all...
- H.
Would you hope another shop would give you leeway for missing the cut off by 5 minutes?
Do you ever think you'll need to send another order to that florist?
I can see where intentionally sitting on orders deserves a penalty, but missing the cut-off by a few minutes?
We have had problems with this florist before. Unfortunately, I was off on the day this occurred because I would have NEVER used this shop. I look at it this way, they did not want a $125 order, maybe it was not worth it to them to deliver one item. Four hours later we receive a call from them that they will go there now because they have other pieces??? This is not professional as I am trying to get funeral work ordered for my customer. By the way, when I looked up the order - it was rejected 2 1/2 hours later, not the 5 minutes after the time frame mentioned by the FTD rep. This is FTD's rules, not mine. If FTD wants to refund the money back, they are welcome to do so. Like that will ever happen!!!
BOSS
FlowerChat Administrator
Sher
New Member
My complaint is not with the 'DR" but rather with the fact that if you implement what could be a very good program if run properly.... then teach your people to read before you ding someone....I also feel that if you as a florist cannot reach a recip or something changes in the order then you should notify whomever sent it...and the WS 's should be held accountable equally....we have in the past had to sit on an order for three weeks..we communicated on a daily basis...this is time consuming..no response from the WS...then they finally ask us to rej...even if these are small instances, measure them by the number of times it occurs across the country...they are making money in a not so honest manner in many of the cases...
And yes I got my money back...but I lost productive/mony making time of my own getting back what should never have been taken if someone had read!
Sher
And yes I got my money back...but I lost productive/mony making time of my own getting back what should never have been taken if someone had read!
Sher
Just curious... not familiar with ther FTD delayed response program b/c we are not FTD....
Do the sending flsts also get penalized with a fine for not responding in the same time frame?
Off topic a bit, but...
We receive MANY same day orders (sympathy, gw, etc) after noon (for 30 miles away)... OG orders of course. So if we send messages asking if they can go tomorrow. We now have three orders in limbo for 90 minutes or more. And then they usually cancel, but over an hour later. Too much BS and I loose 4-5 orders a day after some labor has been involved with inquiries (sympathy or other non same day occasion sent after noon).
If it's a sympathy and we DON"T tell them we're going to send the next day... 95% of the time there is no future issues with this order.
If there is a issue and we get a call from the OG rep, we "research" the order a bit with the OG rep on the phone, apologize like crazy, seem very annoyed that someone at our co dropped the ball and explain that it is on it's way (one day late) bla bla bla. Just maybe, we may need a price change to appease the customer - but usually less than, I'd say 5% of the time.
If am getting 20 of these a week at $60, it makes more sense for me to take this risk on the $1200 in orders (I know, really $864) and give back $35 or $60 on a price change/chargeback a couple times a month, than loose all the $864 I gross on those 20 orders each week. REALLY, the only reason I am getting the same day del request is b/c the sender HAS to enter in a delivery day, but they could care less if it is today or tomorrow (in the case of a sympathy).
BTW... "real florists" don't send a same day sympathy order after noon. If they did, they would call first to see if it was possible and/or include a special delivery fee. Only OG's send these orders and almost never respond with an "ok to deliver tomorrow". So why should I care if I may be the cause an occasional dissatisfied OG customer? Often depending on the circumstance we turn a dissatisfied OG customer into a customer than has now been educated into why they should order from a LOCAL FLORIST.
Do the sending flsts also get penalized with a fine for not responding in the same time frame?
Off topic a bit, but...
We receive MANY same day orders (sympathy, gw, etc) after noon (for 30 miles away)... OG orders of course. So if we send messages asking if they can go tomorrow. We now have three orders in limbo for 90 minutes or more. And then they usually cancel, but over an hour later. Too much BS and I loose 4-5 orders a day after some labor has been involved with inquiries (sympathy or other non same day occasion sent after noon).
If it's a sympathy and we DON"T tell them we're going to send the next day... 95% of the time there is no future issues with this order.
If there is a issue and we get a call from the OG rep, we "research" the order a bit with the OG rep on the phone, apologize like crazy, seem very annoyed that someone at our co dropped the ball and explain that it is on it's way (one day late) bla bla bla. Just maybe, we may need a price change to appease the customer - but usually less than, I'd say 5% of the time.
If am getting 20 of these a week at $60, it makes more sense for me to take this risk on the $1200 in orders (I know, really $864) and give back $35 or $60 on a price change/chargeback a couple times a month, than loose all the $864 I gross on those 20 orders each week. REALLY, the only reason I am getting the same day del request is b/c the sender HAS to enter in a delivery day, but they could care less if it is today or tomorrow (in the case of a sympathy).
BTW... "real florists" don't send a same day sympathy order after noon. If they did, they would call first to see if it was possible and/or include a special delivery fee. Only OG's send these orders and almost never respond with an "ok to deliver tomorrow". So why should I care if I may be the cause an occasional dissatisfied OG customer? Often depending on the circumstance we turn a dissatisfied OG customer into a customer than has now been educated into why they should order from a LOCAL FLORIST.
No the senders don't and that is not equitable.
They need to be held to 2 hour response window as well, or the clock should stop on the receiving florist when an ask has been sent on the order.
I've held that opinion, and told the powers that be, several times now, but they won't let me set policy for some silly reason.
They need to be held to 2 hour response window as well, or the clock should stop on the receiving florist when an ask has been sent on the order.
I've held that opinion, and told the powers that be, several times now, but they won't let me set policy for some silly reason.
BOSS
FlowerChat Administrator
I'm a failure...
As of February 2009, Smith's of Midland, INC DOES NOT QUALIFY for a Quality Star.
Oh well... WHO CARES?
As of February 2009, Smith's of Midland, INC DOES NOT QUALIFY for a Quality Star.
Oh well... WHO CARES?
Mikey the Flower Guy
It's a GREAT DAY to live, and love!
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dont generalize
Texas has some of the finest florists in our industry. I know it sounds biased, however true. Don't put all in same basket.... Being it is such a big state with some shops really out there it does create probs.
Texas has some of the finest florists in our industry. I know it sounds biased, however true. Don't put all in same basket.... Being it is such a big state with some shops really out there it does create probs.
avenuegardensflorist
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