Hi I have read someware on hear about FTD's service that answers your Telephone while you are closed but can't remember what members thought about this service. I'd be intrested to hear your views Good or Bad
Thanks
Thanks
Telephone answer service
- Thread starter jimhardman
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lori042499
Well-Known Member
- May 3, 2006
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I am having major problems with Teleflora's answering service. Misspelling, misinformation, poor selling, poor customer service. People in the Phillipines answering my phone etc, etc.
Not sure how FTD's is.
Not sure how FTD's is.
BOSS
FlowerChat Administrator
Personally I hate answering services... I want to talk to who I called, not someone I can not understand.
We've used the service for little over a year. Hear lots of complaints from customers who call during shop hours after they've left a message with Flowers All Hours. They want to be sure that we got the message or the order. There does seem to be a language/communication issue with the operators. Going to redirect after hours calls to an answering machine after mothers day. With all the complaints we get, you wonder how much lost business there is...
carol
New Member
I have had real good luck.. I do spend time each month updating my data base with them. maybe that is why I have better luck.. I've had them sinced the inception in the 1990's.. sure some problems but heck I have problems with my own staff sometimes too
carol
New Member
I use FTD FAH.. costs about $25 monthly and then a % of $ for orders taken and a message fee.. It works for me since I use this cost when I do budgeting to make sure I get a return on this investment.
TOTO
New Member
Re: Forward your Phone to your Cell!
Having been THE FATHER of FAH back in December of 1985, I can speak from my own personal experiences.
Pushing for that $ERVICE when we were member owned and operated, I had no problem with having another stream of revenues going into our MEMBER OWNED & OPERATED COMMUNITY POT.
We subscribed to THE $ERVICE from October 1990 until December 2001 and when we finally PULLED THEIR PLUG. The continuous problem which I had had with MY OWN FAH idea was always when my calls LEFT DOWNER'S GROVE and were farmed out to the subcontracted call centers during PEAK PERIODS or after 10:00 PM at night and before 6:00 AM in the morning.
That's always when the other vendors who had not had the proper training from either Liz Stallone or Julie Stotler got my customer's orders all screwed up. Fact was that, the outside vendors couldn't even scroll down the screen which they had right in front of their faces to read our database information regarding caveats and codicils which would enable the sales associate to guide our customers into making the right choice at the right time and for OUR RIGHT PRICE!
I had a folder four inches thick with all of the PROBLEM ORDERS which they had taken (and outsourced during peak hours) plus the customers they lost due to their ineptness.
Anyway, and at the end, and while it hurt to have to leave the very program (and company) I had pushed so hard for back in 1985, they (the VP managers) managed to screw it up so much and to the point that, my own customers were complaining to me about the lack of knowledge those outside people had, not to mention HOW LONG they had to wait until their calls were answered.
So now, and for the past six years, all our AFTER HOUR and SUNDAY or HOLIDAY calls have been forwarded to my cell phone. I can choose to answer them or send them to the voicemail which advises them to leave their name and call back number or use our 24/7 website. That option has worked out very well FORE MEE and other than the $8 monthly fee for CALL FORWARDING which my local telephone company charges, there are no other charges as I would be paying for my cell phone anyway.
All I can tell you is that, ONLY A REAL FLORIST should be answering their shop's telephone since, ONLY A REAL FLORIST can control their customer's sale requests.
I really hated it when I walked into the shop in the morning and read the printed out FAH order from my customer in which, they were told that they could get a dozen yellow roses arranged in a vase with baby's breath delivered by 11:00AM as that's when she's leaving her office.
Nothing worse than NOT GETTING A SECOND CHOICE of COLOR, taking an AM TIMED DELIVERY at 8:30 AM and with NO SPECIAL MESSENGER DELIVERY $ERICE CHARGE, and then THE TOPPER, NO SECOND TELEPHONE NUMBER where my customer could be reached within that two hour window.
NAW! Just didn't need to PAY THEM a monthly fee plus commissions to make MORE HEADACHES and loose customers fore mee!
Having been THE FATHER of FAH back in December of 1985, I can speak from my own personal experiences.
Pushing for that $ERVICE when we were member owned and operated, I had no problem with having another stream of revenues going into our MEMBER OWNED & OPERATED COMMUNITY POT.
We subscribed to THE $ERVICE from October 1990 until December 2001 and when we finally PULLED THEIR PLUG. The continuous problem which I had had with MY OWN FAH idea was always when my calls LEFT DOWNER'S GROVE and were farmed out to the subcontracted call centers during PEAK PERIODS or after 10:00 PM at night and before 6:00 AM in the morning.
That's always when the other vendors who had not had the proper training from either Liz Stallone or Julie Stotler got my customer's orders all screwed up. Fact was that, the outside vendors couldn't even scroll down the screen which they had right in front of their faces to read our database information regarding caveats and codicils which would enable the sales associate to guide our customers into making the right choice at the right time and for OUR RIGHT PRICE!
I had a folder four inches thick with all of the PROBLEM ORDERS which they had taken (and outsourced during peak hours) plus the customers they lost due to their ineptness.
Anyway, and at the end, and while it hurt to have to leave the very program (and company) I had pushed so hard for back in 1985, they (the VP managers) managed to screw it up so much and to the point that, my own customers were complaining to me about the lack of knowledge those outside people had, not to mention HOW LONG they had to wait until their calls were answered.
So now, and for the past six years, all our AFTER HOUR and SUNDAY or HOLIDAY calls have been forwarded to my cell phone. I can choose to answer them or send them to the voicemail which advises them to leave their name and call back number or use our 24/7 website. That option has worked out very well FORE MEE and other than the $8 monthly fee for CALL FORWARDING which my local telephone company charges, there are no other charges as I would be paying for my cell phone anyway.
All I can tell you is that, ONLY A REAL FLORIST should be answering their shop's telephone since, ONLY A REAL FLORIST can control their customer's sale requests.
I really hated it when I walked into the shop in the morning and read the printed out FAH order from my customer in which, they were told that they could get a dozen yellow roses arranged in a vase with baby's breath delivered by 11:00AM as that's when she's leaving her office.
Nothing worse than NOT GETTING A SECOND CHOICE of COLOR, taking an AM TIMED DELIVERY at 8:30 AM and with NO SPECIAL MESSENGER DELIVERY $ERICE CHARGE, and then THE TOPPER, NO SECOND TELEPHONE NUMBER where my customer could be reached within that two hour window.
NAW! Just didn't need to PAY THEM a monthly fee plus commissions to make MORE HEADACHES and loose customers fore mee!
Answering service
I have TF answering service and I have had no problems. BUT.....I call myself and check up on the order takers every once in a while. This keeps them on their toes and then I give TF specifics about what I liked and don't like. When I call TF, I also tell them that I made the call and they reimburse me for the charged amount.
An answering service is better than no answer or a message that says you're closed.
I have TF answering service and I have had no problems. BUT.....I call myself and check up on the order takers every once in a while. This keeps them on their toes and then I give TF specifics about what I liked and don't like. When I call TF, I also tell them that I made the call and they reimburse me for the charged amount.
An answering service is better than no answer or a message that says you're closed.
In a few words - better than nothing.
If you don't answer your phone somehow after hours - somebody else will.
You can take that to the bank.
If you don't answer your phone somehow after hours - somebody else will.
You can take that to the bank.
Eric S
Demoted Webmaster
I would sleep better knowing that my compeditor is answer our own phones.
After hour calls are very rare. I have spent many nights at the shop until 10PM with no activity at all. I mean there is always the chance of someone calling soon after you are suppose to close.
Unless you leave the shop at 3pm or 4PM I don't see any reason why you should have someone else answer your calls. Call forwarding seems to be the logical choice. If you needed to place an order for a customer why not just log onto your website and put the order in for them?
Also how many of you actually check the number of calls that come into your shop after you close? My thinking is if it warrants for a answering service then perhaps you are closing to early anyway.
After hour calls are very rare. I have spent many nights at the shop until 10PM with no activity at all. I mean there is always the chance of someone calling soon after you are suppose to close.
Unless you leave the shop at 3pm or 4PM I don't see any reason why you should have someone else answer your calls. Call forwarding seems to be the logical choice. If you needed to place an order for a customer why not just log onto your website and put the order in for them?
Also how many of you actually check the number of calls that come into your shop after you close? My thinking is if it warrants for a answering service then perhaps you are closing to early anyway.
Have been using FTD after hours service for many years. Like Carol said, it's crucial that you spend the time giving them updates on anything new or different that is happening in your shop. It's no different than keeping your employees in the loop. The more they know, they better they can be.
And, they're very good about add-on-sales and upselling. Their service is well worth the price.
And, they're very good about add-on-sales and upselling. Their service is well worth the price.
Here's some hard numbers that controvert that theory at least in my business:
16.9% of my May Sales phone sales have been after we were closed. Those are phone sales, not my website. 7.7% of my total sales.
Many people, at least 1 out of 3 in my world - prefer not to order online, even tho they found us there.
I'm sure glad someone is answering my phones after hours.
If they weren't they'd be calling someone else who does answer, and we all know who that would be.
If you prefer not to have someone answer after hours - give them my phone number willya?
BOSS
FlowerChat Administrator
JB...any stats on how many of those calls come from east of the Mississippi?
I'd bet, that the bulk are from the left coast...?? I would think those east of the big river would perhaps receive more after hours calls from the other side of the river as folks are still at work when we start to close down?
Answering Service Errors
If I have to call a customer or florist due to incomplete or confusing information in a message from the ws answering service, I call and get a credit so they do not charge me for the call or the %. Be sure they send you a message and save it to check your statement or you may not see the credit on your statement.
Cheers!
Victoriamary
If I have to call a customer or florist due to incomplete or confusing information in a message from the ws answering service, I call and get a credit so they do not charge me for the call or the %. Be sure they send you a message and save it to check your statement or you may not see the credit on your statement.
Cheers!
Victoriamary
I think it probably balances cuz lots of them come in in the morning before we open. I will suprise you tho how many are 1 and 2AM (Pacific time)
Eric S
Demoted Webmaster
Amazing.
16% does look pretty good.
Still looking at phone logs nothing.
Monday 4:48PM last call. Tuesday First call today 8:30AM
Its been that way for a long time.
16% does look pretty good.
Still looking at phone logs nothing.
Monday 4:48PM last call. Tuesday First call today 8:30AM
Its been that way for a long time.
Mikey the Flower Guy
It's a GREAT DAY to live, and love!
- Nov 10, 2002
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I Really, Really Stress....
that IF you should chose to have your phones answered "after hours" MAKE plenty sure, that everything the "service" says, is current, up to date, and reflects YOUR business DIRECTLY!!
Florists are lousy business people...even fewer stay up to date on prices, specials, dates, promises, hours, and areas serviced!!
We've tried it all.....
Newest technologies are changing the way we do business, YES, however, be aware that very soon, you'll be EXPECTED to "fill" orders around the clock, if you ACCEPT orders around the clock!!
There HAS to be "down time" we are NOT robots!!
that IF you should chose to have your phones answered "after hours" MAKE plenty sure, that everything the "service" says, is current, up to date, and reflects YOUR business DIRECTLY!!
Florists are lousy business people...even fewer stay up to date on prices, specials, dates, promises, hours, and areas serviced!!
We've tried it all.....
Newest technologies are changing the way we do business, YES, however, be aware that very soon, you'll be EXPECTED to "fill" orders around the clock, if you ACCEPT orders around the clock!!
There HAS to be "down time" we are NOT robots!!
We just dropped FTD FAH. We had had minimal problems, nothing too awful bad. There were a couple of dropped messages and minor stuff. But the straw that broke the camels back was just yesterday. I had a very big client call and get the answering service. She placed the order (by the way she called on Monday evening) She called back on Wednesday and was livid that her order did not get delivered. She was upset because she knew something must be bad wrong. Well, she had a confirmation number of her order and the representatives name. After making amends with her, we called FTD FAH and gave them the info. They said we have no way to track that order and just gave alot of attitude. Asked to speak to a manager, this "bozo" had the same attitude. Like it was our fault they had no record of this order. They said that they could not track and order with all of the info I gave them. I asked for his boss and was told there was nobody else! After going over all of this with him a couple of times, I just gave up. That was that! I also called my FTD rep and well, I still have not heard from him. We are going back to forwarding to one of the managers cell phones. We trade off nights. This is not the best, especially because people seem to call us at all crazy times (3 am, How much are your roses?) But answering these calls is so much better than having that VIP client raising the roof ( or worse calling another florist) That's my take on it
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