Florist Quality Care Program Brochure

Page 1

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.

2


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

3


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.

4


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.

5


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.

6


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

7


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!

8


Turn static files into dynamic content formats.

Create a flipbook
Issuu converts static files into: digital portfolios, online yearbooks, online catalogs, digital photo albums and more. Sign up and create your flipbook.