What is wrong with this picture?
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Palms
Well-Known Member
mmmm ever so slightly different i must say. But, i do actually like the colour scheme in the second one better, not the point, i know!
OMG My customer would not be happy..
To help elimiate this problem I have trained my sales staff to NOT sale
Photos.
Sell colors, designer choice, or shop specials the best value for the money.
PHOTOS are trouble and should be only used as a guide.
To help elimiate this problem I have trained my sales staff to NOT sale
Photos.
Sell colors, designer choice, or shop specials the best value for the money.
PHOTOS are trouble and should be only used as a guide.
Not to hijack the thread, but yesterday we got an email with a picture of "what we sent" vs what was ordered. The person had obviously dropped the arrangement and taken out a bunch of flowers. We offered to pick it up and replace. No, she is complaining to teleflora.com that she wants the order cancelled AND wants a new arrangement for her trouble AND not return the original.
I say sorry. That's not going to happen.
I say sorry. That's not going to happen.
BOSS
FlowerChat Administrator
oke:
master J
Well-Known Member
it's hard to see the second image, from what I can see in the dark dull blurry picture, it looks like they got the style correct but dropped the ball bigtime on the all yellow-
in this day & age florists should know better, everyone has a digital camera and it's easy for people to see what they are getting....get it right or don't fill it!
Sorry you had this happen.....
the only way this order could be justified , is if it said Ok to sub colors-
in this day & age florists should know better, everyone has a digital camera and it's easy for people to see what they are getting....get it right or don't fill it!
Sorry you had this happen.....
the only way this order could be justified , is if it said Ok to sub colors-
Chezbloom
Well-Known Member
Yellow there
For many of our customers, it seems a certain color has a meaning for them and no other color substitute will work. I had a customer actually pick out from our cooler some "cool water" lavender roses for her husbands funeral flowers. When we delivered the arrangement the roses looked pink to her, so she complained and wanted her $ back. As usual, we gave it to her. I know I'm not supposed to do that but she lives in the condo above our store and is quite loud about her opinions. Ok I went off on a tangent there, yes that basket is screwed up and you are correct, at least use all yellow flowers. sheesh
For many of our customers, it seems a certain color has a meaning for them and no other color substitute will work. I had a customer actually pick out from our cooler some "cool water" lavender roses for her husbands funeral flowers. When we delivered the arrangement the roses looked pink to her, so she complained and wanted her $ back. As usual, we gave it to her. I know I'm not supposed to do that but she lives in the condo above our store and is quite loud about her opinions. Ok I went off on a tangent there, yes that basket is screwed up and you are correct, at least use all yellow flowers. sheesh
alisonm1215
New Member
Have you contacted the filling florist? What do they have to say about the mistake?
COLOR BLIND?
And I'm with you Chez--Cool waters always look pink especially when you put them next to a sterling or ocean song. Bummer you had to refund the money though after she picked them out. OUCH!
COLOR BLIND?
And I'm with you Chez--Cool waters always look pink especially when you put them next to a sterling or ocean song. Bummer you had to refund the money though after she picked them out. OUCH!
Cell phone pictures are only the bane......IF WE LET IT BE.
I am going to start using my digital camera to take a picture of every arrangement ordered and e-mail it to the sender.
I am going to start using my digital camera to take a picture of every arrangement ordered and e-mail it to the sender.
I like the idea of designers choice I own a shop in a rural community and can't always get the flowers that are in and arrangement. I've had shops and order gathers refuse to give me and order because I can't get the flowers.
I can only get flowers delivered to me a few days a week I don't have the option of running to the whole sale house and pick up flowers. I'd rather be able to give the customer a nice arrangement that will last and be of value to them.
I can only get flowers delivered to me a few days a week I don't have the option of running to the whole sale house and pick up flowers. I'd rather be able to give the customer a nice arrangement that will last and be of value to them.
Alright, wait a second...
Now if the order said for second choice "as similar as possible" AND that's all the shop had to send, I say they did a pretty darn good job.
Now if the second choice was NO SUBS, to the rejected pile it goes.
You guys who live in big cities with wholesale houses close don't understand the drama a shop in the middle of nowhere goes through.
There's times when we have had to make major subs. But in those cases we do call the sending shop and let them know of the situation....
I think "as similar as possible" is pretty darn subjective. I think it's very VERY important to emphasize what is the most important element of the arrangement chosen when sending a wire order. It's up to us to make sure that our customers are going to get what they think they are going to get. And sometimes no matter how proactive we are....some shops just suck.
Now if the order said for second choice "as similar as possible" AND that's all the shop had to send, I say they did a pretty darn good job.
Now if the second choice was NO SUBS, to the rejected pile it goes.
You guys who live in big cities with wholesale houses close don't understand the drama a shop in the middle of nowhere goes through.
There's times when we have had to make major subs. But in those cases we do call the sending shop and let them know of the situation....
I think "as similar as possible" is pretty darn subjective. I think it's very VERY important to emphasize what is the most important element of the arrangement chosen when sending a wire order. It's up to us to make sure that our customers are going to get what they think they are going to get. And sometimes no matter how proactive we are....some shops just suck.
Toddxxx
Well-Known Member
This is true but...My policy is that the colour and shape (design) of an arrangement is what gives the biggest impact, particularly for the sender looking at a picture.
An all pink arrangement is not a substitute for an all yellow one.
Again, this is the problem with customers serving themselves, online, there is no one there to say as I always do "The picture is to illustrate the style of the arrangement, exact colours and flowers can vary depending on what is available in that shop on that day". Having that in small type at the bottom of a web page is not going to get the message across.
why not?
They are both monochromatic....
maybe the monochromatic was the important part...
No, I'm not a big dummy.... I'm just saying, it's very important to convey what was the most important part of the design,,,,
was it the basket?
the mono color?
So what if they had no basket and sent an all yellow vased arrangement? Would that have been better?
Maybe aunt sally collects baskets?
Ya, get my point??????
Also, that is why I went through out TF website and omitted anything I don't think we can do or that we don't want to do.
Toddxxx
Well-Known Member
Oh I get your point, I just disagree. And I do understand about the importance of conveying to the executing florist what it is that apealed to the customer. But was it a florist-to-florist order, or did the customer order online?
Sure there may be some customers who are most interested in the keepsake container (why someone would want to keep those baskets is beyond me but anyway...) but I think it is most likely that someone looking at that picture sees a yellow arrangement. Not pink. If you don't have the right colour OR container, call whoever sent you the order and ask if a radical substitution is acceptable. I would never think "Oh, I have the basket so it doesn't matter what colour it is" and I sure hope none of the florists I send orders to would think that either.
Sure there may be some customers who are most interested in the keepsake container (why someone would want to keep those baskets is beyond me but anyway...) but I think it is most likely that someone looking at that picture sees a yellow arrangement. Not pink. If you don't have the right colour OR container, call whoever sent you the order and ask if a radical substitution is acceptable. I would never think "Oh, I have the basket so it doesn't matter what colour it is" and I sure hope none of the florists I send orders to would think that either.
I've had several discussions with various designers, if you don't have yellow lilies, do you send yellow gerbs or white lilies if you don't have them? I was always told the flower type is more important than the color, so what is preferable if you have to sub?
Trish
Trish
It looked a bit like size and value were there, as near as I could tell - I think Rene just primarily got stung by a horrible cell phone photo - it's happened to us as well.
I do get Shannon's points above.
Ricky - if we have a good photo and the sender gets sent a horrible cell phone photo and is disappointed, what are we gonna do, argue with them and tell them they are wrong? Prove them wrong with the photo?
Good way to lose them forever. we bite the bullet and replace.
I know this - we've been stung similarly, and funny thing, in more than one instance when I called the recipient (always a good idea with a complaint) - they were perfectly happy, and one of them said she sent that picture to her daughter to show her how beautiful it was.
again, cell phone pictures are the bane of florists.
I do get Shannon's points above.
Ricky - if we have a good photo and the sender gets sent a horrible cell phone photo and is disappointed, what are we gonna do, argue with them and tell them they are wrong? Prove them wrong with the photo?
Good way to lose them forever. we bite the bullet and replace.
I know this - we've been stung similarly, and funny thing, in more than one instance when I called the recipient (always a good idea with a complaint) - they were perfectly happy, and one of them said she sent that picture to her daughter to show her how beautiful it was.
again, cell phone pictures are the bane of florists.
Toddxxx
Well-Known Member
This is always tricky. I always try to look at a picture and think about what it is that the customer is seeing - like Shannonloves said, what aspect of the arrangement is important to the customer? I think in this case I would either call whoever sent you the order or reject and hope whoever picks the order up executes it as requested.
My WS says substitution is generally not accepted unless there is no other shop that could execute the order as requested
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