I hate florist that are politely Pushy especially a order gatherer to boot.

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L

Luc

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Nov 1, 2002
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Elliot Lake
www.a1florists.com
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Ontario
Received a order from town and COuntry in Niagara Falls. FOr a peace lily for $56.00 including delivery in a basket. WE did not have one, and I was not around, so my staff phone to see what she should do. My staff gave her a list of plants we had and dish garden. Tanya called back and said to send a hibiscus plant instead and dress it up. She knew that this plant is only 6" plant and not even in bloom. She told us to dress it up. When I came back in the store, my staff explain the order and I said I would cancel the order as I don't feel comfortable to send the hibiscus plant for the price give. Tanya call right back and ask to speak to the manager who is me. She was extremely pushy on getting something sent for this order and She then said to send a dish garden for the price given. THe way to whole conversation was going, she was politely too pushy for my taste. After hanging up on the phone I decided to phone her back and tell her not to bother sending me the order, that I was going to refuse it anyway,, since she is on my do not fill list. She then said that I was a special man, again in a v ery ignorant voice. She would tell her manager on monday about this. I then said go right ahead, that is fine with me. Phone call terminated.

I don't know what the time difference between us and Egypt where the order originated from but she said she spoke to the sender and because oflanguage barrier they had agrred on the hibuscus. When I spoke to her, it sound like they made the decision themselves and not even speaking to the sender. I felt the plant was not suitable and I did not want a un happy customer.
I started to cancel every order they sent us since last year, but it seems they keep sending orders.
I can't wait till Monday to see if their manager calls....
Luc
 
Luc, they are a piece of work. Good for you.

V
 
I'll take the devils advocate side of your scenario.

Had they given you written (Dove, Merc, or Faxed) permission to send a 6" Hibiscus for $56.00, why didn't you do it.

Sounds like it would have been profitable and that you would have filled the order as specified.

Joe
 
Joe, they are a sending florist only and more often than not, one has to spend a lot of time, asking for more money (they typically send less for a piece than is listed on their site), or they don't send enough for delivery, or they are too specific with their product request etc. Giving them an inch, will encourage a really large country mile.

V
 
It seems that everytime I "have a feeling" about an order but go ahead and take it, I eventually come to regret that decision.
 
Victoria said:
Joe, they are a sending florist only and more often than not, one has to spend a lot of time, asking for more money (they typically send less for a piece than is listed on their site), or they don't send enough for delivery, or they are too specific with their product request etc. Giving them an inch, will encourage a really large country mile.

V
Click to expand...

Continuing in my Devils Advocate roll today..... :)

The time was already spent dealing with this outfit and now Luc has nothing to show for it but wasted time.

In the above example, money wasn't the issue.

My only point here is "don't cut off your nose to spite your face".

Again, remember, I'm just taking a contrary opinion for sake of debate here.

I have another idea, How about asking the Sending Only florist for an acknowledgment address and phone number of the customer. Contact that customer directly, have that person cancel the Outgoing order with the SOF and then placing the order directly with you.

What does this do? It hurts the SOF and provides a better service for the customer.

Is this unethical? I don't know. Is being a SOF and damaging the WS business unethical? Hmmmmm:rolleyes:

Joe
 
Joe,
THe hibiscus was verbal and I did not want to put my shop in that position.
Second, Even If I would have made more money, principal of customer service here is a issue. They sold a peace lily and they expect a peace lily but receive a NON FLOWERING Hibiscus in its place. Beause their customer is from EGYPT and I KNOW they could not get hold of their customers in the afternoon because of the time frame of things. THEY made up the decision.
When that customers calls to complain, I can see the writting on the wall - They blaming me because they sent the order as a Peace Lily. Receiving the order Sat, I was not in a position to get one in and there is no green house around.
TO keep my intregrity I decide not to fill the order at all. even to a dish garden because of the way I was talked to and how the situation was handle on their part.
Vic, just a correction, they also have a flower shop in niagara falls so they are legit B& M shop.
I also found out when you check their site they have another name they run the site from.
Luc
 
Joe,
THis florist will not give me the name of the sender and number to contact them. Would you give that information?
Don't worry, If I can get a name and number of a sender I would do it and I HAVE DONE IT.
It may appear that I have loss some time, but in my heart I have gained more guts to deal with people like that.
Luc
 
Joe, while I understand your thinking and your Devil's Advocacy, this company is not one I choose to deal with anymore... been there, done that. It has left a bad taste, impression, feeling... whatever you wish to call it... experience speaks loud and clear.

After being hit over the head with a two by four countless times, I've learned over the years to trust my gut. :)

V
 
Luc, IMO you did the right thing.

Even when these companies OK substitutions, they can and do come back to you for replacements and/or cancellations.

Happened to us a few times before we understood order gathering.

Order comes in for a specific item. You contact sending company and say "we don't have that but can send this". They say 'fine'. You deliver the substitution and then get a call (the same day or days later) from the OG stating the customer was unhappy that you substituted. 'You' need to replace or they will deny payment.

The OG blames you instead of admitting they have no idea what local florists have in inventory for prompt delivery. (And in most every case, the purchaser thought the OG was the local florist delivering the item.)

The same problems occur when you request more dollars and the selling affiliate says 'just fill to value.'

My experience is that the OG reps will OK just about anything to get a prompt delivery and then point the blame finger squarely at you if there's any complaint. :mad:
 
CHR said:
Luc, IMO you did the right thing.

Even when these companies OK substitutions, they can and do come back to you for replacements and/or cancellations.

Happened to us a few times before we understood order gathering.

Order comes in for a specific item. You contact sending company and say "we don't have that but can send this". They say 'fine'. You deliver the substitution and then get a call (the same day or days later) from the OG stating the customer was unhappy that you substituted. 'You' need to replace or they will deny payment.

The OG blames you instead of admitting they have no idea what local florists have in inventory for prompt delivery. (And in most every case, the purchaser thought the OG was the local florist delivering the item.)

The same problems occur when you request more dollars and the selling affiliate says 'just fill to value.'

My experience is that the OG reps will OK just about anything to get a prompt delivery and then point the blame finger squarely at you if there's any complaint. :mad:
Click to expand...

I know this sounds elementary, but this is why I always try to get changes to incoming and outgoing orders in writing.
Joe
 
Re: Gotta know when to WALK AWAY!

Luc did the right thing and walked away from the OG's accident wanting to happen!

Facts always are that, DA SKIMMERS will say and doo anything in their attempts to get their orders filled, even if it means an unauthorized substitution.

Of course, and in the end, DA FILLER who accepted a VERBAL OK for that customer's unauthorized substitution rather than HARD COPY from DA SENDER will ALWAYS LOOSE!

When PUSH comes to SHOVE, that customer has ALL OF THE POWER and will refuse payment with their credit card company and rightly so, because THEY DIDN'T GET WHAT THEY ORDERED! Then, DA SKIMMER gets the charge back and DA FILLER gets the CANCELLATION. (the OK to EAT DIRT!)

So, why bother in letting them SPIN YOUR WHEELS at all?

Best to TRIAGE out THEIR JUNK immediately and avoid all of your time wasted in trying to fulfill an EFFORT in FUTILITY.

And, don't you love it when one of DA SKIMMER customer service associates try to CHASTISE YOU for REFUSING to ENTERTAIN THEIR JUNK ORDERS which are always overloaded with their POINT OF SALE problems?

BE GONE! YOU HAVE NO POWER HERE! Especially on your obviously CURTAILED ORDERS at $56 for a 10" Spath in a basket plus FREE DELIVERY!

NAW! For a net of $39.20 less the COGS of $20.00 less the cost of delivery at $8.00, less the cost of labor and office administration at $8.00, waiting for 30 to 45 days for a profit of $3.20 (maybe) doesn't put any wind in my sales.

For another REAL FLORIST, I would DOO that DOO, but no way in my world will a SKIMMER GET THROUGH!

Besides, a 6" HIBISCUS (not in flower) in place of a 10" SPATH? Luc wouldn't be able to sleep at night, nor would I.
 
we've been rejecting Dennis' orders for several years; usually undervalued with the resulting request "fill to value" which we never do.
 
O.K.

Just so no one misinterprets what I have earlier typed. I do believe Luc did the right thing as well. You are never going to please a customer with a third party intervening on your behalf with a substitution, especially if its an OG.

I was interested in hearing some different perspectives with this example.

Even though Luc cancelled the order, the order got filled by another flower shop and it may have been filled with a substitution.

Joe
 
Joe....

Luc has done the right thing PERIOD!!..as you attested to....
The operators at Town & Country are no fools...Dennis has been in this business a real long time, and paid his "dues" along the way...on the other hand...his web business is fraught with staff that have little to no formal floral experience, and will NEVER say "no" to an order, even though they KNOW it may NOT be filled....wanna know why????........
Because there are PLENTY of sucker shop owners out there THAT WILL...plain & simple.
I'd rather "waste" my time on integrity and principle, rather than sleep with snakes and vampires.
 
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