JANUARY
2012
INTRODUCING bloomnet’s Florist quality care program
The BloomNet Florist Quality Care Program is a comprehensive initiative developed by Florists for Florists to consistently deliver the finest products and services. The Program is monitored by Florists and its objective is to identify and uphold exceptional quality business practices throughout the BloomNet Network. The goal of the program is to build confidence and trust among all BloomNet Florists as well as their customers while promoting and sustaining common quality standards and maintaining a best-in-class Florist Network that is unmatched in the industry. The Program promotes the accurate and timely sending of floral orders between BloomNet Florists, with each Florist adhering to BloomNet’s standards and guidelines for all Florist-to-Florist transactions, and assuring 100% customer satisfaction.
Delivering Many Advantages Throughout the BloomNet Professional Florists Network beneFIts oF the program • Promotes strong business relationships with fellow BloomNet Florists and our mutual customers. • Promotes a team environment with the objective of seeking improvements in all quality related matters. • Guarantees payment reconciliation between BloomNet Florists. • Offers field and home office support services for BloomNet Florists. • Provides a proprietary communication system that allows BloomNet Florists to communicate with each other on Florist-to-Florist transactions. • Provides BloomNet Florists with the ability to send floral and gift orders to almost any place in the world with a guarantee of quality and on-time delivery. • Provides access to the floral industry’s first Digital Directory. • Encourages the exchange of ideas between BloomNet Florists. • Promotes BloomNet in a wide range of industry communications and events. • Makes available educational curriculums, workshops and seminars through the Floriology® Institute. • Offers for purchase unique products at competitive prices by visiting www.BloomNet.net. • Offers the continuous support of an organization that embraces Florist ideas in all matters concerning their business.
OUR MISSION To promote, encourage and facilitate a sharing of innovative ideas and best practices among Professional Retail Florists to ensure the finest products, the most responsive florist-to-florist order transmissions, and unparalleled support services.
JANUARY 2012
BeneFiTs & OBlIgAtIONS The BloomNet Florist Quality Care Board has developed the key principles of maintaining quality standards and adhering to the guidelines governing the process of handling inbound and outbound floral orders. Among the responsibilities of the Board is to help oversee the Program, offer advice, and monitor standards and performance criteria to assure that the highest level of quality is maintained within the entire BloomNet Network.
the bloomnet FlorIst QUalItY Care program will offer guidance and monitor Florist compliance in the following key areas: • Maintain an attractive and professional shop appearance.
• Assure complete customer satisfaction on all orders.
• Maintain adequate refrigeration for fresh floral inventory.
• Adhere to all BloomNet Directory listings.
• Use only high quality fresh flowers in all orders. • Employ well trained and skilled design and sales personnel. • Maintain adequate same day delivery capability. • Fill all incoming orders to full value. • Communicate with fellow Florists in a timely manner.
• Adhere to codified minimums as listed in the BloomNet Directory. • Maintain accurate records on all orders. • Communicate information about all substitutions to sending Florists. • Exhibit a professional and positive attitude when working with other Network Florists. • Agree to follow the Code of Ethics.
(These guidelines and recommendations are reviewed in more detail in the Standards and Guidelines tab of your Handbook)
oblIgatIons oF the program • Support and adhere to the BloomNet Standards & Guidelines. • Maintain normal daily business hours in support of common retail industry standards of 9am-5pm in local time zones. • Maintain the highest standards for quality, service, shop appearance and business operations. • Support fellow BloomNet Florists by sending orders through BloomNet. • Accept and fill all properly transmitted BloomNet Florist-to-Florist orders, giving full value and providing top quality product and service, while communicating with the sending Florist on any issues. • Pay all BloomNet Clearinghouse Account balances on or before the due date. • Maintain accurate Directory listings in the BloomNet Directory. • Report to BloomNet any change in the ownership of your business in a timely manner. • Keep BloomNet up-to-date on all matters pertaining to their affiliation with the Network. • Adhere to a common Code of Ethics in dealing with fellow BloomNet Florists and customers.
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JANUARY 2012
RECOGNIZING ACHIEVEMENT Recognizing BloomNet Florists’
Commitment to Superior Quality
2011
All BloomNet Florists are eligible to be nominated for an Award of Quality Achievement. The Final award winners are chosen from a list of nominees by the Florist Quality Care Board. The Award of Quality Achievement will be presented semi-annually to those shops selected. Any BloomNet Florist may nominate another BloomNet Florist for the award. The process for nomination will be communicated to all BloomNet Florists and their staffs so they can actively participate in recognizing dedicated BloomNet Florists across the country.
Florist Q
Award of Quality Achievement ity Care ual
gram Pro
To highlight the quality achievements of BloomNet Florists and their staffs, BloomNet will work with the Florist Quality Care Board to honor deserving BloomNet Florists with an Award of Quality Achievement. BloomNet Florists who receive this prestigious award will be selected from every region and state in the U.S. and will receive recognition for their commitment to maintaining the highest quality standards.
Flower Shop Name Here In recognition of your commitment to the comprehensive standards of the BloomNet Florist Quality Care Program
See page 8 for 2011 Fall/Winter Quality Achievement Award Winners.
FLORIST QUALITY CARE BOARD
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JANUARY 2012
bloomnet’s Florist quality care program FAQ
1. what Is the bloomnet QUalItY Care program? The program was developed after a discussion with retail Florists to determine a need for a re-newed focus on quality. The focus group made up of independent retail florists was unanimous in its decision that there was a need and we should move forward with a focused program built by Florist for Florist to promote stronger Network relationships, improve communications between Florists and work towards total consumer satisfaction on all business transactions between each other. While focusing on core quality values the program will also recognize the many BloomNet Florists who are passionate about retail floristry, take extraordinary care of customers, work closely with their peers and excel in all areas of their business operations. This will be an ongoing program that will recognize Florists achievements, provide proven business tools, educational resources and will always be guided by the input received from the collective ideas brought forth by all BloomNet Professional Florists.
2. Is thIs jUst a bloomnet FlorIst program? It was recommended and developed by BloomNet Member Florists to promote a stronger relationship between each Network Member through effective and accurate communications with each other and the mutual responsibility of taking exceptional care of each others’ customers. Any renewed focus on Quality have a carry over effect on the industry as a whole and can only bolster the consumer’s faith and confidence in independent retail Florists. BloomNet will consistently recognize its Network Florists across the country and the high standards they maintain as Retail Professionals.
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JANUARY 2012
3. what are some oF the areas the program reCognIzes as a QUalItY stanDarD that shoUlD be maIntaIneD? Areas include: • Meet and adhere to the basic standards and guidelines of membership • Provide the Freshest Floral Product on all orders from other BloomNet Florists • Deliver orders as requested and on-time by your fellow Florists • Staff shop at all times with skilled and qualified employees • Communicate timely and professionally with other Florist on all order and customer related issues. • Provide customer satisfaction on all orders handled for another Florist member. • Share best practices with each other and continue to build complete consumer trust and confidence in our industry. • For a complete listing of critical areas and the program focus please refer to your Quality Care Handbook which has been furnished to all Network Florists. If for any reason you did not receive a copy of the Handbook please contact BloomNet Customer Service at: 1-800-256-6663
4. Does thIs program Cost me anYthIng? No, this program will be funded by BloomNet. There is a one time charge of $14.99 that offsets the cost of shipping the Quality Care Handbooks to all BloomNet Florists. This charge is more than offset by valuable resource information included in the reference and educational section of the Handbook which will be a valuable ongoing resource and training tool for use in the shop.
5. who are the FlorIsts that helpeD Develop the program? The list of the Florist can be found in your Handbook and they are among the most successful and committed Professional Florists in the industry. Each is an experienced and accomplished retailer Florist who shares an unbridled passion for the business. They also feel strongly that other outstanding Florists and their staffs should also be recognized for their commitment and outstanding business operations. Any BloomNet Florist can volunteer to serve on the Board simply by submitting your name, shop name, City and State to the Quality Care Board at: floristqualitycareprogram@bloomnet.net. The term for a Board member is one full year. The current Board information can be found on page 7 & 8 of the Handbook and they are committed to serving through the fall of 2012.
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JANUARY 2012
6. how Can someone be nomInateD For an awarD? Any BloomNet Florist in good standing can be nominated by another Florist, by a member of their staff, an existing Board member or any BloomNet staff member such as your local Market Area Consultant. Nominations can be made by completing the nomination form and submitting it via www.floristqualitycareprogram@bloomnet.net.
7.how woUlD reCeIvIng a QUalItY awarD beneFIt me? The recognition of your commitment and passion for your business and the Floral Industry should be recognized, honored and rewarded. Fellow Florists and consumers alike should be aware of these accomplishments and business commitments. Every recipient of the Quality Care Award is being recognized as the Highest Quality Professional Florist – Professionals that provide the freshest product, delivered on-time as requested and with complete customer satisfaction. Any business should be proud to be recognized by their peers as exceptional Professional Floral Retailers. To promote this accomplishment BloomNet will be presenting these prestigious awards in-shop and provide a press release that can be used in your local market to make consumers aware of this
8. I thoUght 1-800-Flowers.Com / bloomnet alreaDY haD a QUalItY assUranCe program? 1-800-FlOWERS.COM does have a Quality Assurance Program that applies only to those shops who have elected to fulfill direct orders from 1-800-FlOWERS.COM. The program does not apply to all BloomNet retail Florists; - only those who have agreed to fill direct orders. The 1-800-FlOWERS.COM program monitors a shop’s performance metrics and manages order expectations and customer satisfaction on those orders only. The BloomNet Florist Quality Care Program focuses on Florist to Florist relationships and business transactions conducted between each other and is designed to renew the focus on Quality in all aspects of retail floristry, especially the handling of all business transactions to guarantee customer satisfaction. The standards, recommendations, and applicable resource materials found in the Quality Care Handbook are all provided to assist the retailer in their daily operations and in all consumer transactions – not just orders sent or filled out-of-town. If we strive to consistently maintain consumer trust and confidence, identify and reward outstanding achievement, we will continue to spotlight the independent floral retailer as the leader to the floral consumer. The Florist Quality Care Board believes strongly that a focus on the above core principles, the tenants of the program, can only benefit the Floral Retailer in the eyes of the consumer. In a recent floral industry survey - consumers mention Quality as the most critical consideration given in the buying process when purchasing flowers as a gift.
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JANUARY 2012
9. how wIll other FlorIst know that I am a QUalItY Care awarD wInner anD how oFten are the awarDs presenteD? Winners of the award will be identified in both the Print and Online BloomNet Directories with the Quality Care Award image next to their shop name. Their photos will also be featured in Floriology Magazine and BloomNet’s Facebook page. Every member who is a recipient will also become part of the Quality “legacy” group as an ongoing and outstanding professional Retail Florist. Florist will be recognized semi-annually across the country for Quality Achievements.
10. are there plans to enhanCe the program beneFIts goIng ForwarD? The Florist Quality Care Board has plans to implement future phases that will include Florist-to—Florist Performance Metrics which will help monitor the handling of transactions between fellow florists. This program will be driven solely by florist feedback. The Florist Board is also looking at an educational test order program in which a shops performance in handling orders is measured, graded and shared with the shop and staff. Other enhancements include providing a process and venue for Florist to rate each other. The program will continue to evolve as the Board receives recommendations from other Network Florists.
“Build customer relationships first, do business second. BloomNet stands behind those words and that’s why we stand behind BloomNet.” ~ Bob Tucker and Bill Bobulinksi, owners of Miss Daisy’s Flowers & Gifts, Leesburg, Florida
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JANUARY 2012
CONgRAtUlAtIONS To ouR 2011 QUAlItY AChIeveMeNt AwARd wINNeRS A BEAUTIFUL BOUQUET FLORIST
Henderson
NV
FLOWERS BY THE LAKE Fair Play
SC
FLOWERS ON MAIN
Brookings
SD
FRAMPTON’S FLOWERS
Charleston
SC
POND STREET FLORAL SHOP
Pawtucket
RI
POPLAR FLOWER SHOP Terre Haute
IN
ABLOOM FLORIST
Knoxville
TN
AGNEW FLORIST
Watertown
CT
ALL SEASONS ALL REASONS
Balch Springs
TX
FRAN’S FLOWERS
Seattle
QUEEN ANNE FLORIST Nashville
TN
AMBROSIA FLORAL BOUTIQUE
Chandler
AZ
FRIDAY’S FLOWERS & GIFTS
Fayetteville
AR
RAINBOW FLOWER SHOP
Huron
SD
ANCHORAGE FLORAL Anchorage
AK
FRIENDLY FLORIST
Fort Walton Beach
FL
RICH MAR FLORIST OF BETHLEHEM
Allentown
PA
FURST FLORIST & GARDEN CENTER
Dayton
OH
RIVERSIDE FLORIST
Appleton
WI
GEORGE THOMAS FLORIST
Indianapolis
ROSEBUDS FLORIST
Twin Falls
ID
Baltimore
MD
GREENBIER FLORIST
Chesapeake
VA
RUTLAND BEARD FLORIST
GREENBROOK FLOWERS
Jackson
MS
SEASONS FLORIST
Aliso Viejo
CA
SHIRLEY’S FLOWERS
Honolulu
HI
HEAVEN ESSENCE
Boise
SHIRLEY’S FLOWERS & GIFTS
Rogers
AR
SHIRLEY’S FLOWERS & SWEETS
Nashua
NH
ARTISTIC FLOWERS
Denver
CO
AVANT GARDENS
Miami
FL
AZTEC FLORAL
Gallup
NM
WA
IN
BABE’S FLOWERS
Sheridan
WY
BALLARD BLOSSOM
Seattle
WA
BAMA BLOSSOMS
Tuscaloosa
AL
BELAK FLOWERS
Wilmington
DE
BELLS AND BOWS FLORIST
Martinsburg
WV
HENRY F. CLAS FLORIST Albany
NY
BISMARCK FLORAL & GREENHOUSE
Bismarck
ND
IMPERIAL FLOWERS & GIFTS
Lexington
KY
BLOOMERS FLORIST & GIFTS
St. Louis
IVORY ROSE
Loudon
NH
JAN’S FLOWERS & GIFTS
Fayetteville
JOHNSON FLORIST & GIFT SHOP KEEFE’S FLOWERS
CATHERIN’S GARDEN
Oak Forest
CHANTILLY ROSE FLORIST
Essex Junctin
CHARVAT THE FLORIST
Grosse Pointe Farms
MO IL VT MI
CHENOWETH FLORIST New Brighton MN & GREENHOUSE CHERRYHILL FLOWERS Johnston CHOLE’S FLORAL
Madison
CHRISTELL’S FLOWERS Killeen
RI WI TX
CURRAN BROTHERS FLORIST INC
Danvers
MA
DAHLIA’S FLOWERS
Salt City
UT
DAVID’S FLOWERS GIFTS & INTERIORS
Midwest City
DEVAR’S PHILLIPS FLORIST
ID
Cary
SPRINGVALE FLOWERS Springvale
NC
ME
GA
SUEPPEL’S FLOWERS INC.
Iowa City
IA
Bangor
ME
SUN LAKES VILLAGE FLORIST
Banning
CA
Casper
WY
SUSAN’S FLORIST
Louisville
KY
THE DANCING DANDELION
Las Vegas
NV
LINSK FLOWERS
St. Louis Park MN
LISA DEE’S FLORIST
Knightdale
NC
THE FLORAL COTTAGE Helena
MT
MANCUSO’S FLORIST
Saint Clair Shores
MI
THE FLOWER & HERB CO.
Pueblo
CO
MARKET WAY FLOWERS & GIFTS
Doylestown
PA
THE FLOWER & GIFT SHOPPE
Wilmington
DE
MEME’S FLOWER FAIR & GIFTS
Alexandria
LA
MT
MOHR MEARS FLORIST Kansas City
KS
OK
MONDAY MORNING FLOWERS
Princeton
NJ
Hartford
CT
MOTHER VIRGINIA
Washington, D.C.
DC
DUDLEY’S FLOWERS
Parkersburg
WV
MUFFY’S FLOWERS
Anchorage
AK
ESPECIALLY YOURS
South Easton
MA
Sandy
UT
FAIRFIELD FLOWERS
Virginia Beach VA
MY GARDEN GATE FLORIST
FLORAL FANTASY
Phoenix
AZ
NANCY’S FLORAL
Gresham
OR
FLORAL FANTASY FLORIST & DECORATORS
Brooklyn
NY
NORTON’S FLORAL
Birmingham
AL
OAK CREEK PLANTS & FLOWERS
Lincoln
NE
FLORISHES FLOWERS DÉCOR & MORE
Stillwater
PALOS FLOWERS & GIFT BASKETS
Palos Heights
FLOWER BUG
Grand Forks
ND
Papillion
FLOWERS & GIFTS
Owings Mills
MD
PAPILLION FLOWER PATCH
FLOWERS BY CHERYL
Riverdale
GA
PIERSON’S FLOWER SHOP
Cedar Rapids
OK
PRESTON FLOWERS
IL NE IA
THE FLOWER BED
Missoula
THE FLOWER BOX
Sioux Falls
THE FLOWER SHOP
Grants
SD NM
THE GIFT GARDEN
Bennington
VT
THE LITTLE THINGS FLOWERS & GIFTS
Laurel
MT
THE PLANTNATION
Belmar
TOBLERS FLOWERS
Kansas City
MO
NJ MS
UNIVERSITY FLORIST
Oxford
WATANABE FLORAL
Honolulu
HI
WEATHER’S FLOWER MARKET
Slidell
LA
WEST SIDE FLOWERS BY DEORSEY
Wichita
KS
WESTSIDE FLORIST
Beaverton
OR
WYOMING FLORIST
Cincinnati
OH
YORK FLOWER
Washington, D.C.
DC
Nominate a fellow BloomNet Florist For the Florist quality care program! 1. Complete FQCP nomination form from BloomLink.com, myBloomNet.Net or facebook.com/bloomnet.net. 2. Submit your nomination by February 1, 2012. 3. Email us your feedback at floristqualitycareprogram@bloomnet.net. 2012 spring BloomNet Florist quality care program awards will be announced in march 2012!
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