Undercover Boss
- Thread starter Victoria
- Start date
artistry in bloom
New Member
I tried to watch the show both as a florist and also as a consumer to see what their objectives were to do the show.
I think they wanted to make it appear as if they have their own shops all over the place and that people are mistaken to think they are mainly an internet company. They realize that more and more people prefer to go local and to counter act that they are trying to make it look like they have their own shops everywhere .
I think they are also promoting their franchise business. They made a big mistake in this regard by showing the shop that had no customers because people thought they were only a call center or still the dry cleaners.Also I noticed that outside the shop it looked like a bad area-rundown and dirty.Why would anyone want to buy one of their franchises after that knowing that it would be an uphill battle to get people through the door and that they would not be given help for promoting their shop? If they don't even promote their own stores why would they help a franchisee?
I wonder how much they charge for a franchise? I bet it's a lot more than the $25,000 they said they would give the young manager when he was ready. Where would he come up with the rest of the money to open a franchise not to mention all the other expenses like rent etc. It's easy to say they will partially help him but the poor guy will probably never be able to take advantage of it anyway.
To me it seemed like an hour long advertisement.
Dianne
I think they wanted to make it appear as if they have their own shops all over the place and that people are mistaken to think they are mainly an internet company. They realize that more and more people prefer to go local and to counter act that they are trying to make it look like they have their own shops everywhere .
I think they are also promoting their franchise business. They made a big mistake in this regard by showing the shop that had no customers because people thought they were only a call center or still the dry cleaners.Also I noticed that outside the shop it looked like a bad area-rundown and dirty.Why would anyone want to buy one of their franchises after that knowing that it would be an uphill battle to get people through the door and that they would not be given help for promoting their shop? If they don't even promote their own stores why would they help a franchisee?
I wonder how much they charge for a franchise? I bet it's a lot more than the $25,000 they said they would give the young manager when he was ready. Where would he come up with the rest of the money to open a franchise not to mention all the other expenses like rent etc. It's easy to say they will partially help him but the poor guy will probably never be able to take advantage of it anyway.
To me it seemed like an hour long advertisement.
Dianne
Eric S
Demoted Webmaster
Well I didn't see this one coming.
Yea I gave in and just watched it and you know what. That is a company that could really do some damage. There are somethings to learn from watching it and you know what I will bet they are busy today!!
Yea I gave in and just watched it and you know what. That is a company that could really do some damage. There are somethings to learn from watching it and you know what I will bet they are busy today!!
anytimeflowers
Linda
Most definately re-branding. New CEO, and possibly even a new name. They would never have shown the manager making derrogatory remarks about the name unless they already have a plan for that. The re-branding could take many forms, but most assuredly it will be to their benefit, and why not? Hopefully, they have learned a valuable lesson in the past couple of years about how they have treated their filler-fools. (And remember, I was one of them!) They are either going to drop the internet sales marketing now that pro and ftd have done such a stellar job of grabbing a huge market, or they will try to make themselves more local-florist friendly like Teleflora. Will be interesting to see, but remember, Chris is a bottom-line guy.
conchandler
Well-Known Member
Yeah, in fact, I got a call right after 8AM this morning to deliver a Stargazer and eucalyptus wreath for a 10AM service at least a half hour drive from us. Of course the order was placed to an overseas call center after 10 PM last night, and the operator who called me at 8 this morning knew how impossible this was going to be to get filled and delivered on time. I originally agreed to do it with some substitutions, because I did not have enough open SG to make it look like picture. Within the next half hour (time is ticking away), I was asked to add white gerberas, then pink carnations. I finally told them this order was now too complicated and too late to fill. This has been my life with 1800 and why we're done with them in two weeks. Always too specific with no time to fill as pictured, let alone deliver on a time limit. We're florists, not miracle workers.
prestonway
Well-Known Member
You're blaming 1800 for everything, but look at your post closely.
It was the sender calling after 10 last nite....demanding?
The operator at 8 knew it was going to be a problem...empathy?
It was the sender who kept adding new flowers at the last minute...demanding yet again?
Aren't you blaming 1800...when it's the demanding sender that's the problem???
It just always seems SO easy to blame the WS...
David
Well-Known Member
Yes the wire service is to be blamed. I and most florist would have explained because of the late nature of the order it would be designer choice. Poor selling.
conchandler
Well-Known Member
Yes, because I feel as though the agents aren't trained enough in the subleties of the busines. They simply take orders, and don't know enough or care enough to instruct or help the sender. Although the agent I spoke with in the morning was nice, polite and why I agreed to do it with subs.
Had 1800 not been in the middle of this order, the customer and I probably could have worked something out to his satisfaction. However, I also realize there are some customers you will never please.
Also venting, from the show last night and coming into this order first thing. Sorry, if I came off as a BEitch!
Had 1800 not been in the middle of this order, the customer and I probably could have worked something out to his satisfaction. However, I also realize there are some customers you will never please.
Also venting, from the show last night and coming into this order first thing. Sorry, if I came off as a BEitch!
Rhonda
Well-Known Member
Had that operator had even one clue, they would know what was requested would probably NOT be available in most filling shops. How many of us actually carry eucalyptus wreaths in stock to fulfill that order. Prestonway.....the blame does lie in the operator (and their employer)
and Conchandler.....that was an automatic refusal......
and Conchandler.....that was an automatic refusal......
BOSS
FlowerChat Administrator
prestonway
Well-Known Member
...and I guess the number one question in my mind...
If the sender were wanting to place the order with a local florist directly, were you available & answering your phone at 10 at night, to ensure the order was taken properly?
If not, wasn't the the sender simply going to the outlet which provided the best customer service?
If the sender were wanting to place the order with a local florist directly, were you available & answering your phone at 10 at night, to ensure the order was taken properly?
If not, wasn't the the sender simply going to the outlet which provided the best customer service?
lori042499
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Does anyone know how much a 800 franchise is?
I asked my rep but they have a special team for that and you have to contact the high pitch sales team...I don't want to because I'm liable to sign on...I am a sucker for the high pitch people...
Also, my time with 800 is up the end of this month and I was offered a new program...49.99 a month for F2F only...I can count on 2 hands how many f2f orders I have gotten in 4 years...I was told it would only take one order a month to pay for it, I reminded him of the math and let him know that at a 5-10 dollar profit on each order that it would take more like 5-10 orders a month to recoup that...his response, "well if you calculate it like that, yeah!!!!" well how the hell else are you supposed to calculate it....Really! Really! they really do think we are stupid..
I asked my rep but they have a special team for that and you have to contact the high pitch sales team...I don't want to because I'm liable to sign on...I am a sucker for the high pitch people...
Also, my time with 800 is up the end of this month and I was offered a new program...49.99 a month for F2F only...I can count on 2 hands how many f2f orders I have gotten in 4 years...I was told it would only take one order a month to pay for it, I reminded him of the math and let him know that at a 5-10 dollar profit on each order that it would take more like 5-10 orders a month to recoup that...his response, "well if you calculate it like that, yeah!!!!" well how the hell else are you supposed to calculate it....Really! Really! they really do think we are stupid..
conchandler
Well-Known Member
Lori, I got the same call yesterday, thinking it was prompted by my discussion with one of their order agents in the AM. Since I'm also done at the end of the month, they must be making their calls to us. Got the same offer - gave them the same response. Too funny!!! And, I think THEY are the stupid ones. If you were making the sales calls, you would have reports in front of you, and answers to questions before they are asked. I think they just have people behind a desk, making calls to offer freebies, with no real knowledge of your individual shops volume with them.
In no way does this qualify as 'best'. The agent took an order for a product had a very, very small chance of ever getting delivered as shown and promised. Good customer service would have suggested an open order with a style and color range and/or suggested a beautiful arrangement be sent to the residence.
They'd rather take the order and deal with complaint later.
BTW, my guess on the substitution requirements was that they came from 1-800's staff, and NOT the consumer. What really should have happened was to put the florist on the phone with the customer so everyone could come to an agreement on what could be beautifully and promptly delivered.
No it's still the order takers fault...........no matter how you look at it, if you advertise something you should be able to deliver, and in this case as with many others it's because internet florists and OG's list the whole selection guide and then some on their websites hoping to lure in a customer by having the biggest selection. If you list it on your web site you are responsible for making sure it gets delivered as shown, and if you can't promise that across the country.............take it off your web site or at least state that it's only available in your local delivery area.!
anytimeflowers
Linda
But they would NEVER do that because they know they would then have a lost customer.
No, it was not good customer support to just take the order without explaining or even having the knowledge to explain why that would not be possible.
In defense of Prestonway, I took the jibe for a comment on our continued lack of meeting things head-on. We complain because the big guys do this or that, and then we blithely continue on the same path we have always been on.
The famous quote goes something like "The definition of insanity is doing the same thing over and over again and expecting a different result."
Problem is, as far as that 10:00pm sender is concerned, they got good customer support. They do not know that we feel they made a ridiculous request. Honestly,..... they don't know that. But they DO know who was there to TAKE that request, and they are made aware of WHO didn't (in their minds) fulfill that promise. 1800 won't take the fall for that, we will.
Answers? Beats that crap out of me, that's why I still just moan and gripe about them. We can't all afford to have someone answering the phone 24/hrs a day, and the ones who use a service are no better off because it's still just someone sitting in their kitchen (or in a different country) who has no clue if it isn't in the flip-script.
Back to what this thread IS about.....where is 1800 herding the public and us, over a cliff or or part of their herd? And what are we gonna DO about it? Can we decipher what their big plan is? I read the newest article that Boss linked to about the 19yr old. Did anybody pick up on the fact that 1800 wants to have shops all over the US? Anybody besides me get a letter recently from a firm asking if you were interested in selling?
Brings back memories of Gerald Stevens
BOSS
FlowerChat Administrator
I think part of their problem is, that as more florists dump them, and the other wires, they are having a hard time, just like florists are finding fillers to fill the junk. Thus their best bet is to have their own stores in the major markets. Now will that work in Midland MI, I don't know... I don't think so, but maybe...
Yep, but since they won't tell you who they are representing, and they will not discuss details, I don't think there is much validity to it. I think they are looking for people wanting to sell on the cheap, they are not looking for viable operations that are really worth the money it would take to get me out of their way.
I don't think even McCann would open in the top 100 markets... maybe but I doubt it... not in this economy.
lori042499
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I believe that this is probably their next big move....selling franchises...they get all the money upfront, they get stores that all look the same and better brand recognition, they have real florists with a real investment at stake so they will be real good and they keep real good contro over the product sold...right now with all us indy florists we have the power to reject orders we don't want, we have the power not to buy products we don't like and we hae the power to say we cannot deliver for that price...when buying into the franchise there is a contract that says you will buy their product, you will sell their items at their price and you will do it to their qualifications or else...They need us to fill, but we are becoming their less than reliable team, because the smarted and best florists are wising up at a staggering rate and they are left with the bottom of the barrel and a whole bunch of complaints...they know they must change that or their brand will continue to decline...just like we all know we must stop filling for the very people we complain about, difference is most corporations like 800-flowers follow what they know with facts and figures, most florists just go with gut feelings and are never really confident that the change is something that will help them or hurt them...simply because we tend to rely on the emotional part of the business to drive us rather than the money side...
lori042499
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No he wouldn't open them himself, but I am sure he would sell the crap out of franchises...that is a win for him...get all the money up front and the control...
anytimeflowers
Linda
Oh, quite clearly the franchises. That is why there was such emphasis put on being the youngest franchisee. But also in that article that Boss linked to, Chris is quoted as claiming that 7 years ago there were 33,000 shops and now there are 18,000. It isn't just that florists still in business are dropping 1800 at an alarming rate, but the actual number of functioning shops is dropping at a more alarming rate. The last census showed that the industry was down 25% in shop count, and that was 2007, before the economic crisis.