Interesting...conversation on ProF

Status
Not open for further replies.
Your Welcome:) It's what I do best!

BOSS said:
Tenely thanks for going to bat for the Real Florists....
Click to expand...

You are more than welcome BOSS. It's my life's work at this point,:) . I thought you all might also enjoy the newest article in our newsletter about "Grower Direct" flowers. It sends a real clear message :thumbsup ...

Grower Direct Flowers

Happy Holidays to all!
 
flowerchild said:
You are more than welcome BOSS. It's my life's work at this point,:) . I thought you all might also enjoy the newest article in our newsletter about "Grower Direct" flowers. It sends a real clear message :thumbsup ...

Grower Direct Flowers

Happy Holidays to all!
Click to expand...
Cool....sent you an email as well...ifo@fp...

Have a great holiday...
 
However, aren't you concerned about the public's opinion of these services?
I was very cautious about ordering from a "non-real" delivery florist.

Going to the same person/same address: With a "real" florist I got 12 roses for $65 including delivery.

With Pro Flowers, I got 18 roses for $35 including delivery. Same quality flowers as the real florist. I have ordered from them several times and the flowers have all been nice. I like that the flowers are not yet open since they last longer.

Although I agree it's best to give the business to local "real" florists, when it comes down to it, money is the deciding factor for me. When the real florists lower their astronomical prices, I will consider buying from them instead. Until then, I don't think so!

PS - I swear I don't work for any of them! Just my two cents!
Click to expand...

We just had 3 flower shops close here in Staten Island and 1 of them was a long established one.
2 other flower shops are up for sale. Both of them have been around for over 30 years.
I keep hearing about flower shops closing and how bad business is in general. But business in other industries is good. So what is wrong with the flower business? Is the public purchasing other items to send as gifts instead of flowers or have the Proflowers/800-Flowers taken so much of the business share that is making it difficult for "real" florist to survive? Are "real" florists charging too much for their product, like the writer feels they are?
 
Oh I don't know George...

I wrote a piece some time ago, elsewhere on the web, based on:

Competing at a higher level, that basically was from my viewpoint of the industry. I no longer try to compete with the groceries, Proflowers or any other web based operator because I can not.. I don;t even try to compete with the other shops in my city directly. I have made my own niche, and I do what I want, I charge what MY products and services are worth and have no problem what others sell their stuff for.

In some markets, yes there are other less costly options. You have the likes of Proflowers, and 800Flowers, FTD.com and TF.com that will always be able to operate on volume and offer discounts that the local retailer can not match and still remain profitable. But I think once the Real Florists seperate themselves from these PHONYflorists we will begin to see the return of the traditional Real Florist.

Part of my posting of the piece below, was based on that one consumers thought that they get a better deal from ProF...while they did save some money, and while they appear to be happy with the service they recieved, several also mentioned that their purchase had to be replaced, something a Real Florist could have done (if necessary) the same day.

Until we regain control of the SAME DAY DELIVERY FUNCTION only a Real Florist can offer by eliminating any or all of the above mentioned companies, as well as completely stopping the filling of gathered and/or skimmed orders rebates will not go away. But, once we make a shift toward more 100% business, and thus cripple the rebate machine we will begin to take back that which was ours.

ProF and 800 will always be around, but so to will the Real Florist Consumer that demands service, and is willing to pay for it. Can't have it all, but then again, I only want my share...
 
BOSS said:
Competing at a higher lever, that basically was from my viewpoint of the industry. I no longer try to compete with the groceries, Proflowers or any other web based operator because I can not.. I don;t even try to compete with the other shops in my city directly. I have made my own niche, and I do what I want, I charge what MY products and services are worth and have no problem what others sell their stuff for.
Click to expand...

We agree with Boss. In the last four years, we've had four flower shops close locally. Most of them tried to compete with the grocery stores, cater to the OG crowd. What people forget is that we are a service industry - it's time shops remembered that SERVICE part and promote it. Like nature, our industry is going through a season of the weak and wounded - where many shops won't survive because they can't adapt to the demands of the market. Smart real florists know that for us to survive we have to offer top notch services, top notch skills. We have to know our customers and our own skills.
 
Audra said:
Smart real florists know that for us to survive we have to offer top notch services, top notch skills. We have to know our customers and our own skills.
Click to expand...
Yea, what Audra said... and...

WE MUST STICK TOGETHER!
 
For many years we were a low price / higher volume type shop. We made a decision a few years ago to switch to higher quality flowers, and deal with the higher prices and labour that come with it.

Our business has doubled in under 5 years, with increases in both quantity and average price / order. Sell the design, the effect, the impact and the quality - these are the things that set us apart from the unskilled supermarkets and variety stores.

I remember, my mother thought I was nuts to start offering courier services in addition to our regular deliver schedule. Last V-day, men were paying $40-$60 just for rush Saturday delivery - our markup was minimal on the delivery charge, but they remember us as the shop that could get it done, and the ladies remember that our roses lasted two weeks.

I'm still waiting to see that come from Loblaws or Costco. Boss is right - set the high standard and do not compromise.

Ryan
 
Audra said:
We agree with Boss. In the last four years, we've had four flower shops close locally. Most of them tried to compete with the grocery stores, cater to the OG crowd. What people forget is that we are a service industry - it's time shops remembered that SERVICE part and promote it. Like nature, our industry is going through a season of the weak and wounded - where many shops won't survive because they can't adapt to the demands of the market. Smart real florists know that for us to survive we have to offer top notch services, top notch skills. We have to know our customers and our own skills.
Click to expand...


Bingo. :)

V
 
BOSS said:
http://www.fatwallet.com/forums/retailerratings/storethread.cfm?storeid=153
Click to expand...
The best info on this link is the stuff that these people say is OK. They put up with bad service and bad product BUT low prices are all that matter. It really is bad thinking. I do not understand how some thing that is cheap (= poor quality) is better than something that is much longer lasting. I'd rather have a really nice piece of clothing which will last for many seasons than things which will last one wearing. Talk about being brainwashed....

Judy
 
Well Said....

Well said Judy! And as our Grower Direct article touches on...The idea of sending flowers is about sending an artistic gift, a presentation if you will. I think consumers need to realize that sending a box of flowers as a gift can be compared to inviting someone over for dinner, and then when they get there, handing them an apron with a map to your kitchen. Add to that the poor quality and it doesnt seem like such a bargain after all! This particular consumer board was one of many that I found online and posted on. There are more and more complaints out there from consumers, so lets hope that they are starting to figure it out! In my eyes, If I got even one consumer to read that post and order from a real local florist instead of PF than it was worth it! A Very Merry Christmas to all!
 
evergreen12377 said:
The best info on this link is the stuff that these people say is OK. They put up with bad service and bad product BUT low prices are all that matter. It really is bad thinking. I do not understand how some thing that is cheap (= poor quality) is better than something that is much longer lasting. I'd rather have a really nice piece of clothing which will last for many seasons than things which will last one wearing. Talk about being brainwashed....

Judy
Click to expand...
The problem, Judy, is that flowers die. Whether it takes one week or two weeks, they still die in a short period of time. Women will always tell you that is the thought that counts and men have paid attention to that.
So, when it comes to spending $65 for 1 doz. roses or $35 for 18 roses, the customer is not thinking that the $65 roses will last one more week but that the recipient will be happy because he thought of her during this holiday season.
You must retain and gain customers with the service that you can provide them with. A level of service that Proflowers or 800-Flowers cannot hope match.
I've stayed in hotels in NYC that cost me $200/night and I've stayed in hotes that cost me $500/night, just a few blocks away from each other. There isn't much difference in the rooms and the $200/day hotel is nicer, but there is quite a difference in the service provided and that is the reason they can stay in business. Still, a lot more people stay at the $200/night hotel because they cannot see how the $500/night hotel can give them service worth $300/night. That is the problem that florists face. Most consumers have a hard time believing that your roses can be that much better or that you can provide them with service that is worth $30 more for 6 less roses.
"I can get 18 roses from Proflowers for $35. How come yours cost $65 for 12?"
What do you tell a consumer that presents you with that argument?
You know that 18 roses will probably make a better first impression than 12 roses, even if the quality is inferior. That picture in their web site really looks nice. How do you justify the price you are charging?
How do you convince the customer to buy from you instead of Proflowers?
It isn't going to be an easy fight and I don't think that not filling for them is going to be the answer because there will always be another florist who is willing to do it. So unless you are the only florist in town, that strategy is not likely to have much impact on their operations.
Like I said, it is going to be a tough fight, but I'm rooting for you guys.
 
George Simon said:
not filling for them is going to be the answer because there will always be another florist who is willing to do it.
Click to expand...
I don't think so... in some markets yes..perhaps.

I know that in January I am going to start the Midland Flower Council in my market. The start of this, are ads I am going to run for VD regarding ordering early and that the holiday falls on Monday this year. Some will be have my logo, but others will have a "made up" (got the DBA) logo for the "Midland Flower Council", these will be an editorial style (not yet writen), or informational type ad.

My thought is that the other florists in town will see and hear about these, and want to know whats up and then after VD is over it will lead to open conversation about the state of the total industry. Since I'm looked at as the "Big Bad Wolf" my hope is that this will get them on the same page. Grass roots so to speak....

Have a great day folks....the fat lady sang this year!
 
evergreen12377 said:
The best info on this link is the stuff that these people say is OK. They put up with bad service and bad product BUT low prices are all that matter. It really is bad thinking. I do not understand how some thing that is cheap (= poor quality) is better than something that is much longer lasting. I'd rather have a really nice piece of clothing which will last for many seasons than things which will last one wearing. Talk about being brainwashed....
Click to expand...

True, it's part of the thinking that came in with the assembly line and planned obsolence. Newer is better, cheap/quantity vs. costs more/quality. People went to the malls for deals and they found them, in many cases they found shoddy goods and lousy service. Our industry is no different, it's up to us to make sure that our goods and our services excels.

I don't compete with the grocery stores, with the dot.coms and I don't compete with other local stores (most of the others are friends). We only compete with ourselves. Better service, better product, and we're educating our customers as we go - it's our deprogramming process.

Audra
 
More interesting reading

Interesting reading at;

http://www.epinions.com/webs-Web_Services-All-Merchants-Proflowers_com/display_~reviews

There are kudos and complaints listed...But it is interesting reading. Funny that some people will report, "Great Service but Terrible Flowers". Many of these consumers are figuring out that the quality and presentation are not there. But what I found even more interesting is many times when a customer complained, they replaced the flowers with yet another bouquet of wilting flowers! Good Grief. These are the customers to market to. Here were two I found interesting;

Ordered flowers three separate times from this "company". Once, they were delivered dead. The replacement bouquet came free of charge, but were missing the heads off the roses. The second order I placed, in hopes that they would be better without the holiday rush, came smashed. The replacement bouquet was also smashed. The third and FINAL order did not come at all. A replacement bouquet was not offered. Each time I contacted customer service I was on hold for an average of 20-25 minutes. Fed-Ex delivered the flowers to the recipients by dropping them on the doorstep. They didn't even bother to ring the doorbell. I had such high hopes for this company, as their flowers are beautiful (on the site) and their selection can't be beat....but the flowers can. I will never use them again.

My first few orders were OK (the first being the best), but then an order arrived with a number of flowers dry and dying. Customer service seemed good, since they would send a replacement shipment at no cost. Alas, some of the replacement flowers suffered the same fate and arrived dry and dying. I didn't understand how a repeat customer like myself could get such poor quality flowers, especially after complaining about such. So I decided to save myself from any further embarrassment by never ordering from them again.

I think reading through these posts gives you ammo to not only promote why your flower shop is superior, but it gives you a real perspective as to what these consumers are thinking before & after they make a floral purchase through PF. Absorb what they are saying about customer service, prices, delivery specifications, and above all quality. Food for thought...

In the heat of the moment, it's easy to think... I don't need this hassle, I don't need this customer. However, displeased customers talk. In fact, "studies indicate dissatisfied customers tell 10 to 20 people" about their experience. That's word of mouth you don't need! (Do you think we should pass this stat to PF, or let them figure it out themselves? lol)
 
My suggestion for V-Day is that each of us order a dozen ProFlowers roses and display them in the nasty vase they send. Put a dozen of your roses beside them - and let the flowers do the talking. Either you or your customers will learn something valuable.

Ryan
 
Well, George....

SHE might not like the cheap roses and SHE might expect better. Many people do not think "It is the thought". Many say other things about cheap or small "thoughts". I know, I hear all about it.

Judy
 
I know, my wife is one of those. :)

However, if I walk into your shop and ask: "Judy, why are your 12 roses worth $30 than Proflowers' 18?", how would you answer me?
 
Infinite said:
My suggestion for V-Day is that each of us order a dozen ProFlowers roses and display them in the nasty vase they send. Put a dozen of your roses beside them - and let the flowers do the talking. Either you or your customers will learn something valuable.

Ryan
Click to expand...
I like this answer. However, you'd be helping Proflowers stay in business by patronizing them. Or maybe customers would see the difference and stop buying from them.
 
George Simon said:
However, you'd be helping Proflowers stay in business
Click to expand...
Teleflora already did that part... and in many shops now they have same day delivery...

Gotta spread the word...
 
Status
Not open for further replies.
Top Bottom
Back