Teleflora to require DCON's in August

[avenuegardensflorist]

Is this going to be just with Telefloral Headquarters Orders that they are gathering. Bloomnet does the same thing but they pay you .75 per confirmation.

....well, there ya go.
Some common sense from those dudes.
I can like that. Now if they pass that cost on to the sending
shop I am not so sure about. If it was an option that is ok.
We send a fair amount but have rarely needed the dcon and i
would not be willing to pay for it to be required EVERY time.
Where is the $.75 coming from? the sender, the filler(indirectly/hidden) or
BN(doubtful)

 

[Doug Munro]

Hey,

Prestonway & Dorothy,

Rather than continuing to flip barbs back and forth at each other, lets move on with the original intent of this thread.

I for one am enjoying reading the many reasons given as to (essentially) why we should not do everything within our power to improve customer service.

To me this is simply a symptom of what is ailing our industry as a whole. We seem to lack the overall will to seize opportunities that will enhance the value of our products and services in the consumers eyes.

Although Dcon is but one issue it has garnered an incredible amount of interest on this board , both pro & con. On the bulk of the posts it appears that most individuals are either black or white, not too many opinions in the grey region..

What is really interesting is that in the time some of the Anti-Decon supporters have spent replying to threads they could have probably confirmed delivery on the incoming order volume the average retailer receives in a month. So much for the "too time consuming" argument (or at least for the month of June)

So lets get at it again

 

[LJVF]

....well, there ya go.
Some common sense from those dudes.
I can like that. Now if they pass that cost on to the sending
shop I am not so sure about. If it was an option that is ok.
We send a fair amount but have rarely needed the dcon and i
would not be willing to pay for it to be required EVERY time.
Where is the $.75 coming from? the sender, the filler(indirectly/hidden) or
BN(doubtful)

It's a rebate from Bloomnet. Take from it what you will.

 

[prestonway]

WEE FLORISTS consistantly go out of our way to fulfill our obligations to our customers and in our efforts to provide them with IMPECCABLE $ERVICE to include our IN THEIR NICE WARM HANDS personalized delivery. Only problem (in our world) is in the fact that, they expect it since, that's always what we've done.

It would be a nice change of pace if WEE were able to actually get paid for our level of $ERVICE and in line with what the BIG GUYS get.

Exactly.

That's what we've always done.

And now there's a paradigm shift in this industry, as to how things are & will be done...both now & in the future.

Why does it always take the WS &/or OG to change the status quo (and then we do nothing but complain for years on end)?

When are retail florists going to incorporate change on their own, without being pushed/forced to do so?

Rather than the WS/OG taking the leadership role, what individual florist/group/association is going to lead the way to push for higher delivery rates?

SAF?

Boss, Randy, bloomz?

MAS users?

A group of florists in a region/city/town?

 

[Doug Munro]

Ignore my previous suggestion.....

PW & Dorothy,

Its appears you made up while I was typing, good on you

 

[Doug Munro]

Exactly.

That's what we've always done.

And now there's a paradigm shift in this industry, as to how things are & will be done...both now & in the future.

Why does it always take the WS &/or OG to change the status quo (and then we do nothing but complain for years on end)?

When are retail florists going to incorporate change on their own, without being pushed/forced to do so?

Rather than the WS/OG taking the leadership role, what individual florist/group/association is going to lead the way to push for higher delivery rates?

SAF?

Boss, Randy, bloomz?

MAS users?

A group of florists in a region/city/town?

Now here is a loaded question, which one of us opinionated individuals is willing to step up to the plate and take the challenge.

Once someone has we can stop picking on the WS's and OG;s and start lambasting the selected individual.

Jeez who am I kidding will will just add his name to the "evil empire" list.

 

[avenuegardensflorist]

...


...if i recall correctly a GEN msg cost $$$ while
an ASK does not, correct?

 

[flower lady]

...


...if i recall correctly a GEN msg cost $$$ while
an ASK does not, correct?

Correct... just like a can costs but a refusal doesn't

 

[bloomz]

We sometimes get GEN messages as Dcons, but it's usually from someone who doesn't understand their software.

We certainly don't want them because they don't attach directly to the order like an ASK or ANS does.

And you know we hate spending extra time to have to search out the order the GEN was sent on.


DUCK JB!!! INCOMING!!!

 

[Joe Mioux]

Up until I have read DCon issues, I never knew this was a problem.

I don't see any other customer asking for delivery confirmation other than Order Gatherers.

I also don't see this DCON issue as an overriding issue as to whether or not a customer will buy flowers as a gift. Customers buy flowers because they want to buy flowers, not because they get a Confirmation of Delivery. So the argument that those florists not wanting to Dcon orders as being old fashioned is a specious argument at best.

If you Order Gatherers are so concerned about Delivery Confirmation, just pick up the phone, call the recipient and get the information you need from them. In other words, mandating DCons on the filling florist is the easy way out for you.

joe

 

[avenuegardensflorist]

Correct... just like a can costs but a refusal doesn't

when you say a refusal you mean a REJ?

if you do the REJ too late then, ask bloomz, you get
a hefty penalty. Careful.

 

[bloomz]

I for one am enjoying reading the many reasons given as to (essentially) why we should not do everything within our power to improve customer service.

To me this is simply a symptom of what is ailing our industry as a whole. We seem to lack the overall will to seize opportunities that will enhance the value of our products and services in the consumers eyes.

Ain't it a hoot? This is why I am so sarcastic at all those "Let's band together" posts that newbies invariably come up with.

We can't even identify and agree on exactly what the problems are, let alone agree on what to do about it. And I've seen this ssdd for over 10 years now on every florist chat board.

Up until I have read DCon issues, I never knew this was a problem.

I don't see any other customer asking for delivery confirmation other than Order Gatherers.

joe

Do you ever wonder why OG's get so many dang orders?????

Follow the (sales) leaders baby and do what they do - better!

Or - they'll eat yer lunch.

Yum - what are we having today??? I hope you got cookies too. U know how I luvs my Cookiez...

 

[BOSS]

I don't see any other customer asking for delivery confirmation other than Order Gatherers.

joe

When you buy something online shipped to someone else do you ask for one?

I agree somewhat Joe... I *offer* them to customers as incentive to gain their email address, to use for future marketing efforts... simple as that.

 

[Joe Mioux]

Ain't it a hoot? This is why I am so sarcastic at all those "Let's band together" posts that newbies invariably come up with.

We can't even identify and agree on exactly what the problems are, let alone agree on what to do about it. And I've seen this ssdd for over 10 years now on every florist chat board.




Do you ever wonder why OG's get so many dang orders?????

Follow the (sales) leaders baby and do what they do - better!

Or - they'll eat yer lunch.

Yum - what are we having today??? I hope you got cookies too. U know how I luvs my Cookiez...

Can you teach me? PLEASE!!!!

When you buy something online shipped to someone else do you ask for one?

I agree somewhat Joe... I *offer* them to customers as incentive to gain their email address, to use for future marketing efforts... simple as that.

Now that makes sense to me. thanks

joe

 

[goldfish]

I *offer* them to customers as incentive to gain their email address, to use for future marketing efforts... simple as that.

We do that, too. I don't recall any caller refusing our offer of emailing them a delivery confirmation or picture proof for that matter.

 

[PhillyPhlorist]

Whew! What a rant!

Look folks - I am on the side of NO MANDATORY D'cons. Yep, we too are in a 40+member pool. Where to begin, OK - READ...

First, there IS POS tech out there to do d'cons efficiently on WIRE orders, but NOT for a Delivery pool - NOT EVEN MAS can handle a pool order. (am I wrong on this? welcome the challenge...)

Second, FTD is working on a Pool d'con system for Merx (Mercury 10.x) but the catch would be only Merx shops would be able to use the system (good sales tool for FTD). All done instantly via internet.

Third, good tech does not a shop make! There are some REALLY good shops out there, basically 1 step up from a cigar box, making $$$. I know...

Fourth, I have been hashing this problem out for a DECADE with FTD tech. There is only one or two simple solutions out there now, and all involve a shop being on-line. It can be done one-sided (i.e. tracking non-pool orders) easily - that's not the issue.

Fifth, you can't simply make it "mandatory" that a delivery pool member supply a d-con. Bylaws are voted upon by the membership, and in our pool, a preliminary poll shot down the idea of mandatory TIMES *or* SIGNATURES. What makes you think a d-con will pass?

The issues of D-con's was born out of 1-800 flowers. But, 800 just took a page out of the online-retail book: on-line order tracking and delivery. They created a way to morph it into the florist by charging hefty order fees, then "crediting" you back a measly $.75 for each order. And, now those D-cons go STRAIGHT to customer via email. Totally automated. SO...boys and girlz, if you SCREW UP the d-con, and send it by mistake with an error, the CUSTOMER will see it IMMEDIATELY! So, don't make a mistake!!!

Hey, d-cons for LEGITIMATE reasons are good - but in many cases are simply a waste of time and energy.

Whatever happened to the trust this business was built on - that if you order flowers, they will be delivered. If we have ANY problems, we will contact you. I guess that's gone too...

- Herb

 

[goldfish]

To me this is simply a symptom of what is ailing our industry as a whole. We seem to lack the overall will to seize opportunities that will enhance the value of our products and services in the consumers eyes.

(Emphasis mine)

Anti-dcon camp probably doesn't see it that way. In their mind, dcon means "opportunities that will (primarily) enhance the value of their products and services at our expenses."

They = OG, WS, and sending shops.

The idea of doing something for the sake of our entire industry will not persuade any individual florists who don't believe "our industry" includes OGs and WS companies.

I think that's more or less what's happening in this thread.

With that said, I still firmly believe that dcon is a must for florists. If any florist doesn't want to do it for their enemies (OG + WS), fine, but I hope they would at least start experimenting this service with their local clients.

Then they will see, as we have, a tremendous positive feedback.

 

[bloomz]

First, there IS POS tech out there to do d'cons efficiently on WIRE orders, but NOT for a Delivery pool - NOT EVEN MAS can handle a pool order. (am I wrong on this? welcome the challenge...)

MAS does do pool deliveries - Keith does this as I'm sure several other MAS members do - I have no idea how it works tho. I only know there are delivery types of OP and IP (outbound and inbound pool) that interface into the delivery manager. Whether it will solve this issue I have no idea but until it has a Dove interface the point is moot (for now). MAS has the most advanced delivery system in the industry, the leader they're following - and I'd put money on that.:brandreco

Fifth, you can't simply make it "mandatory" that a delivery pool member supply a d-con. Bylaws are voted upon by the membership, and in our pool, a preliminary poll shot down the idea of mandatory TIMES *or* SIGNATURES. What makes you think a d-con will pass?

Because it is mandatory?

The issues of D-con's was born out of 1-800 flowers. But, 800 just took a page out of the online-retail book: on-line order tracking and delivery. They created a way to morph it into the florist by charging hefty order fees, then "crediting" you back a measly $.75 for each order. And, now those D-cons go STRAIGHT to customer via email. Totally automated. SO...boys and girlz, if you SCREW UP the d-con, and send it by mistake with an error, the CUSTOMER will see it IMMEDIATELY! So, don't make a mistake!!!

I know (or have heard) they take an extra 2% - but is $1.25 - .75 a hefty charge? Still not all fillers provide it I understand - I think the answer to that is increase the fee and raise the ante for confirming so you end up back where you started.

Hey, d-cons for LEGITIMATE reasons are good - but in many cases are simply a waste of time and energy.

Pleasing customers and staying current with the times and the competition isn't legitimate? Again don't forget the gorillas will be doing this, and they WILL hork more customers from us if we don't.

Whatever happened to the trust this business was built on - that if you order flowers, they will be delivered. If we have ANY problems, we will contact you. I guess that's gone too...

- Herb

What happened was the world of gifting changed.

Everybody and their dog is after our luxury funds pie.

Sharks in the water.

 

[LJVF]

(Emphasis mine)

Anti-dcon camp probably doesn't see it that way. In their mind, dcon means "opportunities that will (primarily) enhance the value of their products and services at our expenses."

They = OG, WS, and sending shops.

The idea of doing something for the sake of our entire industry will not persuade any individual florists who don't believe "our industry" includes OGs and WS companies.

I think that's more or less what's happening in this thread.

With that said, I still firmly believe that dcon is a must for florists. If any florist doesn't want to do it for their enemies (OG + WS), fine, but I hope they would at least start experimenting this service with their local clients.

Then they will see, as we have, a tremendous positive feedback.

Agree goldie.

To expand, the reason I think chaos has erupted in this thread is because there are so many different levels of opinions on this subject.

Here is my breakdown, there are probably more that I left off:

1. Delivery confirmations are good practice and makes good business sense.
2. Delivery confirmations are usually unnecessary and only useful for wire services and og's with ulterior motives.
3. Delivery confirmations are a good service to provide local customers but should not be made mandatory by wire services.
4. Delivery confirmations are unnecessary, but a good tool to acquire emails for marketing purposes.
5. Delivery confirmations seem like a good idea, but not worth the trouble due to logistics
6. Delivery confirmations are unnecessary, period.
7. Delivery confirmations have merit, but wrinkles from being in a large delivery pool need to be ironed out.

 

[RWK]

Agree goldie.

To expand, the reason I think chaos has erupted in this thread is because there are so many different levels of opinions on this subject.

Here is my breakdown, there are probably more that I left off:

1. Delivery confirmations are good practice and makes good business sense.
2. Delivery confirmations are usually unnecessary and only useful for wire services and og's with ulterior motives.
3. Delivery confirmations are a good service to provide local customers but should not be made mandatory by wire services.
4. Delivery confirmations are unnecessary, but a good tool to acquire emails for marketing purposes.
5. Delivery confirmations seem like a good idea, but not worth the trouble due to logistics
6. Delivery confirmations are unnecessary, period.

Darrel, That is a great, concise, summation of the varying opinions that have been expressed. That had to have been some hard work. That earns a big greenie from me.