Got a good story. A thank goodness it wasn't me type of story. And I will say right off at the beginning .... although I like to think that I am perfect, I know that I too, have made some boo-boos .... but thought I would share it.
Back in March, groom's mother comes in and orders two centrepieces for her home because her son is getting married in May and she wants some flowers when she entertains her guests. She was afraid she would forget if she waited to order ... nice combo of colours and flowers ....
Scene II: It is May 19th and we deliver the centrepieces for Friday ... she wanted to get everything into place before she got real busy.
Scene III: It is Tuesday, May 24th ... 9am ... she comes in to pay for them. After paying she asks me "Can I ask if you have ever messed up an order?" I said that we wish we didn't but because we are human, we have. "How do you handle it?" We contact sender and recipient ... send flowers no cost ... and make sure that the recipient knows that it was our fault. The reason she asked was because she was on her way to the other florist to pay for the wedding flowers that the bride's side had ordered. This is the scene back on Friday, May 20th:
Bride's family drives into the town to pick up wedding bouquets, etc and arrive at florist's at 12:30pm. The florist says it isn't ready because it's for the 20th. They answer "Today is the 20th" ... wedding is in 5 hours in another town. Florist answers "The boss just left to pick up the order of incoming flowers at the airport (1.5 hours one way from flower shop = 3 hours driving time). The bride's family had to drive back and forth 3 times before they got the flowers ... not the colours or the flowers or the styles of what she had ordered. The bride was apparently in tears most of the time.
The question was from the groom's mother ... what type of compensation should she expect. My answer was "I'm not sure what you will get but you should be compensated for something because of the problems."
Last Scene: June 16th: Groom's mother was in to our shop to order something coming up. I asked how she made out with the other shop. Get this ...... the florist was so indignant that she made the customer feel guilty in bothering her. No compensation what so ever. She had never made a mistake before and did not know why they were so upset. She was the one left with all the flowers. Apparently it didn't matter that she wasn't prepared for the day of the wedding and that the reason the flowers were leftover was because she didn't do the wedding that had been ordered. Anyway the mother did get her to actually call the bride to apologize, but that was because of pressure.
So how's that for handling a situation. That's why we do not use that shop to send to. That would be a lesson in how not to handle your business.
Back in March, groom's mother comes in and orders two centrepieces for her home because her son is getting married in May and she wants some flowers when she entertains her guests. She was afraid she would forget if she waited to order ... nice combo of colours and flowers ....
Scene II: It is May 19th and we deliver the centrepieces for Friday ... she wanted to get everything into place before she got real busy.
Scene III: It is Tuesday, May 24th ... 9am ... she comes in to pay for them. After paying she asks me "Can I ask if you have ever messed up an order?" I said that we wish we didn't but because we are human, we have. "How do you handle it?" We contact sender and recipient ... send flowers no cost ... and make sure that the recipient knows that it was our fault. The reason she asked was because she was on her way to the other florist to pay for the wedding flowers that the bride's side had ordered. This is the scene back on Friday, May 20th:
Bride's family drives into the town to pick up wedding bouquets, etc and arrive at florist's at 12:30pm. The florist says it isn't ready because it's for the 20th. They answer "Today is the 20th" ... wedding is in 5 hours in another town. Florist answers "The boss just left to pick up the order of incoming flowers at the airport (1.5 hours one way from flower shop = 3 hours driving time). The bride's family had to drive back and forth 3 times before they got the flowers ... not the colours or the flowers or the styles of what she had ordered. The bride was apparently in tears most of the time.
The question was from the groom's mother ... what type of compensation should she expect. My answer was "I'm not sure what you will get but you should be compensated for something because of the problems."
Last Scene: June 16th: Groom's mother was in to our shop to order something coming up. I asked how she made out with the other shop. Get this ...... the florist was so indignant that she made the customer feel guilty in bothering her. No compensation what so ever. She had never made a mistake before and did not know why they were so upset. She was the one left with all the flowers. Apparently it didn't matter that she wasn't prepared for the day of the wedding and that the reason the flowers were leftover was because she didn't do the wedding that had been ordered. Anyway the mother did get her to actually call the bride to apologize, but that was because of pressure.
So how's that for handling a situation. That's why we do not use that shop to send to. That would be a lesson in how not to handle your business.
