FTD Flowers after hours

[Pandalou]

I signed up for FAH when I bought my store. They have been troublesome since the beginning. What do you use for after hours answering or ordering?
Christmas Eve I called FTD to verify Mercury, my website, FAH would be suspended from the 24th 10am to the 27th at 1 am. The person I spoke with said everything looked good. I asked him about FAH and he said when I suspend the Mercury FAH will also be suspended. Well, I found out that wasn't true. I came into the shop on the 27th to find a funeral order that was due on the 26th and several gen messages from FAH saying emergency flower order.
I called FAH and they apologized and said they did all they could. I told them they had my home phone number and no one called. She verified the phone numbers and my home phone was the first on the list and correct. The other two were outdated. The FAh person called me later and insisted they followed all the rules. I told her I have caller ID and voice mail and I was home all day. No one called. I asked to speak to the Supervisor who called and was told she was sleeping. (?)
I send the family a huge arrangement and an apology. FAH said they would send an apology to the customer and I said you should send me a copy so I know it was sent.
I also called the funeral home and gave them my home phone number is case of emergency.
What a mess.
Sharon

 

[lori042499]

I signed up for FAH when I bought my store. They have been troublesome since the beginning. What do you use for after hours answering or ordering?
Christmas Eve I called FTD to verify Mercury, my website, FAH would be suspended from the 24th 10am to the 27th at 1 am. The person I spoke with said everything looked good. I asked him about FAH and he said when I suspend the Mercury FAH will also be suspended. Well, I found out that wasn't true. I came into the shop on the 27th to find a funeral order that was due on the 26th and several gen messages from FAH saying emergency flower order.
I called FAH and they apologized and said they did all they could. I told them they had my home phone number and no one called. She verified the phone numbers and my home phone was the first on the list and correct. The other two were outdated. The FAh person called me later and insisted they followed all the rules. I told her I have caller ID and voice mail and I was home all day. No one called. I asked to speak to the Supervisor who called and was told she was sleeping. (?)
I send the family a huge arrangement and an apology. FAH said they would send an apology to the customer and I said you should send me a copy so I know it was sent.
I also called the funeral home and gave them my home phone number is case of emergency.
What a mess.
Sharon

I had very similar problems with TF 24hr flowers...In one weekend they almost lost 3 corporate accounts. I put up with the mistakes in spelling and addresses for 6 months and the possible losing of 3 accounts was the final straw. They also had 2 good phone numbers for me my home and cell and never called. They actually lied to my customers telling them that I was on lunch and would call them back upon my return. I now forward my phone to my cell. I have been doing this since April. I get to sell what I know I have or can get, I get to talk to my own customers and know they are being taken care of, I also get to keep 100% of the money they have to spend and I get to keep their business....No problems...I do find that if I am unable to answer people do not leave a message, but those people would never wait on hold for TF 24hr flowers either. Since April I think I may have lost 2 orders due to not being able to answer. I am also still finding people that call and say I left you a message and you never called me back what happened....from way back before April..

 

[kt4ye]

I signed up for FAH when I bought my store. They have been troublesome since the beginning. What do you use for after hours answering or ordering?
Christmas Eve I called FTD to verify Mercury, my website, FAH would be suspended from the 24th 10am to the 27th at 1 am. The person I spoke with said everything looked good. I asked him about FAH and he said when I suspend the Mercury FAH will also be suspended. Well, I found out that wasn't true. I came into the shop on the 27th to find a funeral order that was due on the 26th and several gen messages from FAH saying emergency flower order.
I called FAH and they apologized and said they did all they could. I told them they had my home phone number and no one called. She verified the phone numbers and my home phone was the first on the list and correct. The other two were outdated. The FAh person called me later and insisted they followed all the rules. I told her I have caller ID and voice mail and I was home all day. No one called. I asked to speak to the Supervisor who called and was told she was sleeping. (?)
I send the family a huge arrangement and an apology. FAH said they would send an apology to the customer and I said you should send me a copy so I know it was sent.
I also called the funeral home and gave them my home phone number is case of emergency.
What a mess.
Sharon

I have never been a fan of answering services. About 18 years ago, we began forwarding the shop phones to our home/cell. We answer 24/7 (Except the night before Valentine's Day!). If we are Out of town, we transfer to a trusted employee.

Not only does this get us extra business, but it helps deal with the customer that tries to get FREE FLOWERS by saying that their flowers died, they left word on our answering machine/with our answering service and we never called them back!

Bill