Wire Service Special Delivery Charges

[HeatherTuckey]

I was just curious what everyones' views are here...

Our computer system will determine our special delivery charges, based on the delivery zone, what time the order is taken and what time the "by time" is (a delivery matrix). For our immediate zip code, we can do same day up until 2pm, unless its a business and within 3-4 hours a slight increase will come up (like if it's a by 5pm... at 2pm). For about 10 or so other zips close by, it's slightly more than our local special... maybe 14.95 compared to 10.95. For the far out zips a special might be $19.95 or $24.95, so in that case I would refuse or ask if it could go the next day. Usually if it's a wire in order, I will still take out the special delivery charge that comes up (as though they were a local customer). So in some cases if the wire in says by 11am the NEXT DAY, and this del zone is twenty min or so away, I will take out more than my $10 del charge that I am codified for, AND I don't feel I have to notify my customer, unless there's not enough $.

For example, if the wire order says $100 mixed vase... deliver by 11am, and the del charge calculates at $14.95, it will be filled as an $85.05 vase.

I guess technically I am violated some rule, b/c I have $10 del charge listed, but why shouldn't I charge the same del charge as my local customer pays. In most cases this is a town that normally we deliver to only once, so it may leave at noon or usually go to our delivery pool, but I can't do this b/c it is now a by 11am.

Do I need to disclosed the additional delivery charge... or would most florists assume their is a charge for a time request sooner than "normal business hours"?

We do make exceptions for funerals in most cases... b/c the funeral home is making this time request (like refusing to let us deliver the afternoon before for a 9am viewing).

Opinions?

 

[Dorothy]

We don't have special delivery charges...it's the same whenever the product is delivered. However, we do have different delivery rates, depending on where we're delivering to. Downtown, churches, funeral homes & nursng homes (we don't have a hospital) -$4; residential - $9; out of main residential area - $12; next closest town (Penticton) - $15; furthest away town (Peachland) - $25. If the delivery charge significantly cuts into the dollar amount sent, we'll ask for more money to fill the order as requested.

 

[HeatherTuckey]

We don't have special delivery charges...it's the same whenever the product is delivered. However, we do have different delivery rates, depending on where we're delivering to. Downtown, churches, funeral homes & nursng homes (we don't have a hospital) -$4; residential - $9; out of main residential area - $12; next closest town (Penticton) - $15; furthest away town (Peachland) - $25. If the delivery charge significantly cuts into the dollar amount sent, we'll ask for more money to fill the order as requested.

But if the order was wired to you for Penticton, and your TEL or FTD listed delivery charge is $9 (guessing you are listed as $9)... do you tell the sending florist you have taken out $15, instead of $9?

 

[Dorothy]

But if the order was wired to you for Penticton, and your TEL or FTD listed delivery charge is $9 (guessing you are listed as $9)... do you tell the sending florist you have taken out $15, instead of $9?

We call or send a msg back that says delivery to Penticton is $15 and request a price increase (if the order is worth doing with the additional increase; if not, we forward to a Penticton shop or reject the order).

 

[lori042499]

I was just curious what everyones' views are here...

Our computer system will determine our special delivery charges, based on the delivery zone, what time the order is taken and what time the "by time" is (a delivery matrix). For our immediate zip code, we can do same day up until 2pm, unless its a business and within 3-4 hours a slight increase will come up (like if it's a by 5pm... at 2pm). For about 10 or so other zips close by, it's slightly more than our local special... maybe 14.95 compared to 10.95. For the far out zips a special might be $19.95 or $24.95, so in that case I would refuse or ask if it could go the next day. Usually if it's a wire in order, I will still take out the special delivery charge that comes up (as though they were a local customer). So in some cases if the wire in says by 11am the NEXT DAY, and this del zone is twenty min or so away, I will take out more than my $10 del charge that I am codified for, AND I don't feel I have to notify my customer, unless there's not enough $.

For example, if the wire order says $100 mixed vase... deliver by 11am, and the del charge calculates at $14.95, it will be filled as an $85.05 vase.

I guess technically I am violated some rule, b/c I have $10 del charge listed, but why shouldn't I charge the same del charge as my local customer pays. In most cases this is a town that normally we deliver to only once, so it may leave at noon or usually go to our delivery pool, but I can't do this b/c it is now a by 11am.

Do I need to disclosed the additional delivery charge... or would most florists assume their is a charge for a time request sooner than "normal business hours"?

We do make exceptions for funerals in most cases... b/c the funeral home is making this time request (like refusing to let us deliver the afternoon before for a 9am viewing).

Opinions?

Seeing as I am running into more and more florists that are not charging a separate delivery charge, I do believe you may be setting yourself up for a complaint...In no way do i think you should not get your money due, I just think that most flower shops don't have a clue as to the fact that outside their door people charge different prices..and so many florists just don't even know what they should be charging for delivery for it to not cost them money.

This is one huge area where wire orders suck in the web world...Years ago wire orders were snet and filled to value(the florists value) You got an order deducted the your specific fees and filled the order to value...Now with recipes, you are constantly pressured to fill items to recipe regardless of what money is or is not there...This is difficult when a florist from a really iexpesive small town send flowers to nyc and has no clue that the flowers and cost of doing business is much greater...A small town florist may have a huge problem getting her customers to grasp that in nyc it may be a 20.00 delivery charge.

 

[mb0509]

If a customer has a special request like deliver before 11am, etc., I call the receiving florist to make sure that they can do it as requested and ask them if there is an additional charge. If there is a charge, I let the sender know and let them determine if they'd like it taken out of the total or if they'd like to add some more money to the order.

If the delivery charge is listed at $7 then I assume that that is what you will deduct for delivery, regardless of what you usually charge to that town. The wire service should let florists list delivery charges for the ASB towns, you pay for the listings and it isn't fair that you usually end up delivering it for your local fee (minus their cut).

I'm out of the ws in just a few days, couldn't be happier.

Mary

 

[Dorothy]

Seeing as I am running into more and more florists that are not charging a separate delivery charge, I do believe you may be setting yourself up for a complaint...In no way do i think you should not get your money due, I just think that most flower shops don't have a clue as to the fact that outside their door people charge different prices..and so many florists just don't even know what they should be charging for delivery for it to not cost them money.

This is one huge area where wire orders suck in the web world...Years ago wire orders were snet and filled to value(the florists value) You got an order deducted the your specific fees and filled the order to value...Now with recipes, you are constantly pressured to fill items to recipe regardless of what money is or is not there...This is difficult when a florist from a really iexpesive small town send flowers to nyc and has no clue that the flowers and cost of doing business is much greater...A small town florist may have a huge problem getting her customers to grasp that in nyc it may be a 20.00 delivery charge.

We're in a small town and our wholesale costs for flowers/plants are usually much greater than florists in bigger cities (because they have access to daily auction pricing), therefore we price out arrangements at our cost which is usually higher than many other flowershops. Then we add an additional $10 for delivery. If we're sending roses or something specific, we always call the flowershop directly to get their actual price for the arrangement and delivery charge so that we're collecting the correct amount from the customer and nobody is disappointed.

 

[Frank]

I would not recommend "assuming"

Do I need to disclosed the additional delivery charge... or would most florists assume their is a charge for a time request sooner than "normal business hours"?

Heather, If I sent you an order with a $10 delivery fee and you needed more dollars, I would appreciate you letting us know. I believe most florists would feel the same way.

BTW, love your Delivery Matrix!

 

[Excptnl]

We call or send a msg back that says delivery to Penticton is $15 and request a price increase (if the order is worth doing with the additional increase; if not, we forward to a Penticton shop or reject the order).

You do realize that the price difference is $5.00 less the 73% = $3.65

So you sit there and forward or reject orders that you normally would do over $3.65 ???!!!!!!

this is one of the biggest problems us as florists face...its not ftd or teleflora.............its us...we are the downfall within our own industry. The lazy shops that depend on everyone else to send them $100 orders or they wont do them...Why do you think ftd promotes the dropship???? Its because we just cant cut the mustard. Many of the people on this board should cancel their service....If its so bad, cancel ftd and teleflora...I personally have ftd only...thats it..you dont need 3 services to send orders....If we can make a few dollars on the incoming, we need to fill those orders...buy in bulk and keep your people busy...stop complaining and keep those customers happy.....or else someone else will

 

[HeatherTuckey]

If a customer has a special request like deliver before 11am, etc., I call the receiving florist to make sure that they can do it as requested and ask them if there is an additional charge. If there is a charge, I let the sender know and let them determine if they'd like it taken out of the total or if they'd like to add some more money to the order.

If the delivery charge is listed at $7 then I assume that that is what you will deduct for delivery, regardless of what you usually charge to that town. The wire service should let florists list delivery charges for the ASB towns, you pay for the listings and it isn't fair that you usually end up delivering it for your local fee (minus their cut).

I'm out of the ws in just a few days, couldn't be happier.

Mary

On a wire out order, I tell my staff to NOT guarantee any special delivery times... ESPECIALLY NOT AT A HOLIDAY. I don't want them calling 4 or five florists in a town, while the customer waits. Call me a cheap bastard, but they are paid hourly... tic toc. If they do INSIST on a special time request, the salesperson also explains that the florist probably has a service charge for an express delivery and the cost of this will COME OUT of the price of the product. If the florist can not honor their time request, they will send us a message shortly and we will notify you. This is how I would like a sending florist to handle an order like this if it were ultimately being wired to me.

When I order something online and want it delivered the next day... I can't do that for ANY price. If I want it in TWO days, I might pay $20... in 5 days $15... in 8 days regular $7.99. Why do florists not charge for premium services??

 

[mb0509]

When I order something online and want it delivered the next day... I can't so that for ANY price. If I want it in TWO days, I might pay $20... in 5 days $15... in 8 days regular $7.99. Why do florists not charge for premium services??

I'm in total agreement. I just added Priority delivery to my website, had 5 customers use it in the first four days...I was amazed at the response. Customers are used to paying for expediated delivery online so it apparently isn't an issue for them.

Mary

 

[Dorothy]

You do realize that the price difference is $5.00 less the 73% = $3.65

So you sit there and forward or reject orders that you normally would do over $3.65 ???!!!!!!

this is one of the biggest problems us as florists face...its not ftd or teleflora.............its us...we are the downfall within our own industry. The lazy shops that depend on everyone else to send them $100 orders or they wont do them...Why do you think ftd promotes the dropship???? Its because we just cant cut the mustard. Many of the people on this board should cancel their service....If its so bad, cancel ftd and teleflora...I personally have ftd only...thats it..you dont need 3 services to send orders....If we can make a few dollars on the incoming, we need to fill those orders...buy in bulk and keep your people busy...stop complaining and keep those customers happy.....or else someone else will

Number one, we can't afford to 'buy in bulk' - and we don't depend on incoming orders to survive.
Number two, $5 difference is $5 difference in the amount flowers going into the arrangement. I'd rather be honest about that then ignore it (bad for me, bad for sender, bad for recipient).
Number three, we don't 'sit around' rejecting orders. We look at each and every one of them. If the proper money is sent in the first place, we just do it no questions asked. If the money isn't there, we give the sender the opportunity to change the order and if not forward the order (only reject if auto-forwarding is turned off by the sender).
Lastly, we ARE NOT a lazy shop. If we were, we wouldn't spend the time looking over orders before doing them!

 

[CHR]

I'm in total agreement. I just added Priority delivery to my website, had 5 customers use it in the first four days...I was amazed at the response. Customers are used to paying for expediated delivery online so it apparently isn't an issue for them.

Same experience here, Mary. Gotta wonder about people who order $39.95 arrangements but will pay $22.50 to get them delivered before 10am - but it happens.

 

[BOSS]

For example, if the wire order says $100 mixed vase... deliver by 11am, and the del charge calculates at $14.95, it will be filled as an $85.05 vase.

Opinions?

I would disclose the charge... I to am adding charges for timed deliveries after New Years... we've been offering it sporadically and seems folks do accept it.

Using the above example though... on a wire order from a non-florist I would add 27% more of the $14.95 for a $19.00 delivery charge, because you know The Con's" collected it on their end...heck, why not a separate $24.95 on top of your normal delivery charge? Isn't that what you get TOTO?

 

[duanermb]

this is one of the biggest problems us as florists face...its not ftd or teleflora.............its us...we are the downfall within our own industry. The lazy shops that depend on everyone else to send them $100 orders or they wont do them...Why do you think ftd promotes the dropship???? Its because we just cant cut the mustard. Many of the people on this board should cancel their service....If its so bad, cancel ftd and teleflora...I personally have ftd only...thats it..you dont need 3 services to send orders....If we can make a few dollars on the incoming, we need to fill those orders...buy in bulk and keep your people busy...stop complaining and keep those customers happy.....or else someone else will

He makes a good point that never really crossed my mind before.

The complaints about cheap orders and drop shipping are rampant, but by not sticking with one brand of wire service, are we not only cheating ourselves, but in the spirit of the relationship with the wire service, breaking an agreement with them to some extent?

I look at the yellow pages ads and web sites, FTD AND Teleflora, on many single ads, and on some web sites.

I am curious... Who drew first blood?

 

[Dorothy]

He makes a good point that never really crossed my mind before.

The complaints about cheap orders and drop shipping are rampant, but by not sticking with one brand of wire service, are we not only cheating ourselves, but in the spirit of the relationship with the wire service, breaking an agreement with them to some extent?

I look at the yellow pages ads and web sites, FTD AND Teleflora, on many single ads, and on some web sites.

I am curious... Who drew first blood?

Not quite sure what you're getting at Duane, but I can tell you a bit about our shop.

It was Teleflora, exclusively for years (and before my time AFS). I was told I didn't need another wire service because being able to Wire Out was the most important thing. After about a year, I realized that many orders coming to my community were from flowershops outside of my community. So, I decided to find out if other wire in orders were coming here through FTD and I joined. Oh yea, lots of orders coming in are from FTD and now we get most of those. I'm still loyal to TF and use that service mainly for wire outs and also use FTD at busier times for wire outs that are not FTD exclusive. Our customers, however, are more familiar and TRUST TF for wire outs, so that's the service we mainly use for that.

Now, with the FTD charges we are thinking of going back to just TF and then losing the WS altogether. First though, we need to connect, in a greater way than just delivering the flowers with our stamp on the enclosure card, to the recipients.

One step at a time....

 

[duanermb]

Just trying to learn the history...

Not quite sure what you're getting at Duane

Was it the wire services who started drop shipping, or florists who began using multiple services FIRST?

I would like to understand the business decision behind selling direct. Was it because they had an apparent loss of control over their distribution network?


On another note, there are some great posts here regarding the quick service issue. Do you guys put any constraints on those before 10AM deliveries? Like within a certain distance? (I am wondering if driving for 1 hour to get 1 delivery to the other end of your delivery area is really worth offering that service?)

 

[supflo1]

We are in NYC and we charge $16 per delivery. We do make some exceptions. As far as wire ins are concerned, we take the $16 off the top. In this market, it is just something you have to do. Every truck goes out with a driver and a runner. Parking tickets here are $115 a pop. On occasion, we can get as high as $50 delivery charge for special circumstances. Early AM saturday or sunday for example. Weddings I usually can get considerably more for delivery, especially if there is a setup involved.

 

[lori042499]

Was it the wire services who started drop shipping, or florists who began using multiple services FIRST?

I would like to understand the business decision behind selling direct. Was it because they had an apparent loss of control over their distribution network?


On another note, there are some great posts here regarding the quick service issue. Do you guys put any constraints on those before 10AM deliveries? Like within a certain distance? (I am wondering if driving for 1 hour to get 1 delivery to the other end of your delivery area is really worth offering that service?)

I would venture to say florists were using multiple services way before drop shipping...I think that 1-800-flowers was the pioneer on drop ship...they had there little ftd florist to florist thing going on, plus the cookies, popcorn and other drop ship things way before anyone else...

I think that is why they have been dubbed the king of og's they were basically the pioneers of how big your sending operation could get if marketed properly...So many may hate what they do but they are marketing geniuses for sure...