When we get complacent

[Sher]

Recenty had an order going to a rural area in Co...wedding ceremony flowers for a sat delivery from one of our clients in the uk who had placed the order on our site..could not find a florist listed so being lazy did a domestic retrans...this was around 11 am...at 4pm we sent an ask just to verify that they had found a florist...they had not found...no wait.."sent" the order yet as they had questions about the request....we had sent the order with the info that the florist could see the picture on our website if they had any questions that were not covered by our extensive description..fan shape, all white flower , roses, lillies, snaps, cremone or suitable subs...the Domestric retrans girl would not give us the number of the florists that they were going to send it too and it took some serious teeth grinding to get a supervisor...by this time I am really annoyed..steaming mad...so we went to the internet and found a florist in that area, called and asked if they could deliver on sat by 1pm...we had sent a total of $ 139.99 thru DR.....AS we are giving her the card message she says " oh I just got that order..."oh really,...well we are going to cancel it...and what did they send you...are you ready folks...$ 106.00...
I know I should not be surprised by this but I was..I guess when it is in your face it gets your attention..from that,the florist was going to take a $ 25 delivery fee as it was remote..again not something that I often think of but will in the future..can you imagine why the consumer is using other gifts...never ever will I use DR again..I understand a resonable cost but $ 33.99 to me is freakin over the top.
Sher

 

[Carrieann]

And they held it for how many hours before they even sent it out to a florist because they had questions on it??!!! Did they call you to try to get those answers? NO, YOU called THEM!!

Sounds like they sent the order out AFTER you called them to see what was going on. Where may I ask did they earn that $33.99?

And I don't even want to think about what would of happened, how long they would of held on to the order if you didn't call to check on the order.

Listen to me, getting all worked up and it wasn't even my order....

 

[CHR]

Does domestic retrans have a printed policy for florist members stating the amount of order value they actually send on your behalf? By my calculations, they withheld 27% - perhaps to afford the sending florists' 20% commission and their own 7% clearinghouse fee??

I know this sounds a bit harsh - but an FTD member receiving that order on the Merc would have only had $100.95 (73% less the receiving fee.)

When we start talking in net dollars to delivering florists, the requests really can border on ridiculous.

Imagine what would happen if every incoming order stated the net and not the gross amount.

 

[Sher]

What really torqued me off was the reluctance to pass me thru to a supervisor..I mean WTH...it is my client, ,my order, my reputation..once I got a super I was told the first person was new..I can appreciate the 'newness' but she was a bulldog on not bending the"rule"... and does "new" make you not be able to think? ...and WTH rule is that anyway??...the supervisor was pleasant but to have the order that long is not reasonable in addition to WTH is the justification for the amount sent to the florist...we cancelled as our customer was annoyed but not as much as we were....as an owner who has a darn good competant staff, to have to get on the phone because Miss "New" stone-walled my manager is annoying...I was busy with a Bride and had to stop...the hour was getting late, the florist on the other end needed time to make sure she had the flowers available etc..you all understand the sense of urgency we had....and 'you " aren't going to let me talk to a supervisor... On Monday I am emailing the new Mr Studley at FTD...he wants to know what makes us tick...well tick tock baby cakes...you better have your kevlar tidy whiteys on....we are going to have a chat!
Sher
PS..thanks for the green dots folks..that was the only fuzzy I got out of this irritation...after that episode, I had to ask myself.again."Now why was it you stopped drinking "
Sher...back to my decaf soda pop!

 

[bloomz]

When I caught them for exactly this and exactly the same way (called the florist directly myself) and I griped to DR - their response was "didn't you get the memo"???

No I did not get any fukking memo you were going to start clipping orders, nor do I think anyone else got it either. (did anyone get this? Didn't think so)

"Oh it went out last May".

Bullshirt.

 

[prestonway]

New Definition

Domestic Retrans:

"A system where we use Frank's credit card to place an outgoing order to avoid the filling shop being clipped 27%, or receiving an ASK message for 27% more money.
System is used where the WS does not have, or no longer has, a member in the community to fill an order. WS looks online to find a shop from a competing WS, or a non-WS shop to fill the order."

It was determined that we could do the same research, for much less cost to our customer.

Result is less money in Frank's pocket, but much happier sender, recipient, & filling shop which gains Frank a long-term customer.

Also, great system for building AirMiles points,

and has been in place for over a year to avoid this new clipping/ASK request policy.

 

[Sher]

Domestic Retrans:

"A system where we use Frank's credit card to place an outgoing order to avoid the filling shop being clipped 27%, or receiving an ASK message for 27% more money.
System is used where the WS does not have, or no longer has, a member in the community to fill an order. WS looks online to find a shop from a competing WS, or a non-WS shop to fill the order."

It was determined that we could do the same research, for much less cost to our customer.

Result is less money in Frank's pocket, but much happier sender, recipient, & filling shop which gains Frank a long-term customer.

Also, great system for building AirMiles points,

and has been in place for over a year to avoid this new clipping/ASK request policy.

Thanks for the reminder on miles!
Sher