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EXTRA! EXTRA! 1-800-FLOWERS.COM® & Bloomnet Recognize Top Performing Florists!
1-800-FLOWERS.COM® & BloomNet are delighted to recognize the top performing Florists for their talents, dedication, and excellence in fulfilling orders! A
... See inside for Award Winners
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Inside Exclusive:
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In recognition of your commitment to the comprehensive standards of the BloomNet Florist Quality Care Program
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Florist Q
• Quality Assurance Program Overview & Benefits.....p2 • 1-800-Flowers.com Top Performance aAwards.....p3 • Florists get Excited about Send To Win Promotion.....p4 • Timely Reply Program.....p5 • Autoship Program.....p6 • Florist Communications.....p7 • Helpful Customer Service Reminders.....p8
ity Care ual
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Florist Q
Award of Quality Achievement
upcoming 1-800-flower s.com® fall/holiday products
1-800-FLOWERS® Witchie Pooch™ PC# 91888
1-800-FLOWERS® Traditional Christmas Centerpiece PC# 90669
1-800-FLOWERS® Fields of Europe™ Christmas PC# 98923
1-800-FLOWERS® One Dog Open Sleigh PC# 103579
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Quality Assurance Program Overview & Benefits Increase Profitability
• Improved Quality = More Repeat Business! • Earn Out Incentive for Top Performers – Florists with no customer complaints or rejected orders will earn out of the monthly Quality Assurance fee. • Improving Quality Performance – Consistent top performers receive more orders, broaden coverage areas and boost their profits!
Awards & Recognition
• Top-rated florists will be recognized each quarter by 1-800-FLOWERS.COM®. • Top performers deserve our praises! To celebrate your accomplishment, we’ll send you a plaque to display in your shop and reinforce to your retail customers your dedication to quality.
Quality Assurance Coaching & Best Practice
• We’re committed to ensuring your success! Our Quality Assurance Team is 100% dedicated to helping you improve your performance and Quality Performance metrics. • Our Quality Assurance Best Practice Guide details all the steps necessary to maintain the highest Quality performance metrics. Visit the Utilities tab on BloomLink to download this valuable training guide for you & your staff.
Rewards and Consequences
• Florists who perform well receive many benefits, including more orders, new zip codes (if desired), and other awards and recognition, while florists who continually face quality challenges may see a reduction in orders.
1-800-Flowers.com® Top Performance Award Like you, we embrace our “floristness” every day, and we always stress the importance of building relationships first and doing business second. We are completely obsessed with customer service, and we are thrilled to team with such a successful network of professional Florists who also shares our commitment to excellence and delivering smiles to our customers everyday! The BloomNet Professional Florists selected for the 1-800-Flowers.com® Top Performance Awards have strived for excellent performance during the last three months and are recognized for their outstanding efforts. Please take a moment to review our 1-800-Flowers.com® Top Performance Award Winners (shown on page 3) and congratulate them on a job well done!
Performance Criteria Goals
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• Customer Service Inquiries (“CSI’s) -1.5% • Order Rejects- 2.00% • Order Rejects made within 1 hour of receiving order- 100% • Delivery Notifications Received - prior to 7:00pm (of the day of delivery)- 100% • Orders Accepted without Price Change - 100% .
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1-800-FLOWERS.COM®
Top PERFORMANCE 4th quarter AWARD WINNERS A Flower Basket - BELLEFONTE, PA
La International Floral - LOS ANGELES, CA
Adams Fairacre - NEWBURGH, NY
Lanierland Florist - CUMMING, GA
Ashleighs Garden - CENTERBROOK, CT
Learys Flowers - PHOENIXVILLE, PA
Becks Family Florist - BLOOMINGTON, IL
Linsk Flowers Main - MINNEAPOLIS, MN
Blossom Shop - ALTUS, OK
Lores Flower Shop - SPRING LAKE, NC
Bouquets By Christine - HOPEWELL JUNCTION, NY
Mattesons Florist - ENCINITAS, CA
Castalia Flower Shoppe - CASTALIA, OH
Mille Fleurs - MIAMI, FL
Celeste Creations Florist - MELBOURNE, FL
Nokesville Flowers And Gifts - NOKESVILLE, VA
Chamberlains Flower Shop - MILWAUKEE, WI
Parvins Mill Flowers - BRIDGETON, NJ
Conroys F-58 - ALHAMBRA, CA
Perfect Arrangements Flowers And Gifts - EASTHAMPTON, MA
Coventry Gardens Flowers - VANCOUVER, WA
Red Rose - NORTHVALE, NJ
Dunkirk Florist And Gifts - DUNKIRK, MD
Robinsons Flower Shop - DELAWARE, OH
Finleys Flowers And Greenhouse - CORTLAND, OH
Rose Florist - FAIRFIELD, CA
Floral Villa - WHITEWATER, WI
Sandys Florist Main - MARIETTA, OH
Floreria Mexico - AURORA, IL
Saracys Flower Shop - NEWBURYPORT, MA
Flowerama - GREEN BAY, WI
Seaside Florist - SEASIDE, CA
Flowerama - LAWTON, OK
Shirleys Flowers And Sweets - NASHUA, NH
Flowerama - MOBILE, AL
Silver Springs Floral And Gift - ALBUQUERQUE, NM
Flowers And Foliage - PALATKA, FL
Simply Flowers - BELMAR, NJ
Flowers By Addalia - TOMS RIVER, NJ
St Judes Flowers And Gifts - HAZELWOOD, MO
Flowers By Linda - ASHEBORO, NC
Sunshine Floral Company - LA CROSSE, WI
Flowers By Paul - POST FALLS, ID
The 5th Ave Floral - COLUMBUS, OH
Flowers By Shirley Page - YULEE, FL
The Flower And Gift Shoppe - WILMINGTON, DE
Frederick Florist - BALTIMORE, MD
The Flower Shoppe - COLUMBIA STATION, OH
Gaetas Flowers And Gifts - LOS GATOS, CA
Tyrrells Flowers And Gifts - WESTWOOD, NJ
Garden Of Eva - ST PAUL, MN
Vail Flowers - VAIL, AZ
Gladrich Florist - PORT CHARLOTTE, FL
Washburn Flowers - NORMAL, IL
Green Trail Florist - LISLE, IL
Willowtree Gifts And Flower - GREENCASTLE, PA
House Of Flowers - CORNING, NY
Xochitl Flowers And Gifts - EL PASO, TX
Karens Flower Kottage - HAYWARD, CA
1-800-FLOWERS Franchise/Co-Branded Florist
1-800-FLOWERS Premier Florist
Multiple Quarterly Performances Awards
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introducing the bloomnet timely reply program
With the goal of achieving total customer satisfaction on all floral wire orders, we created the BloomNet Florist Quality Care Program...the floral industry’s first quality program built and managed by florist for florists. Now, as an extension of our Florist Quality Care Program, we’re continuing to raise the bar and elevate the customer experience to a higher level.
See which BloomNet Florists are Sending to Win!
The BloomNet Timely Reply Program is designed to enhance communication between florists and ensure seamless order processing by encouraging receiving florists to provide a timely reply when rejecting orders and also submit delivery notifications on a timely basis.
“Send to Win” Promotion is your opportunity to win a trip for two to the Hawaiian island of Maui!
YOU ASKED. WE LISTENED.
BloomNet Professional Florists are the industry’s best florists. To help increase their commitment to quality even further, many BloomNet Florists asked us to facilitate more stringent parameters regarding orders sent through our network. We listened carefully and The BloomNet Timely Reply Program is a direct result of those requests.
Don’t Delay Promotion Ends May 31st
GOOD FOR FLORAL CONSUMERS, GOOD FOR BUSINESS.
Living With Flowers Fort Lauderdale, FL Magical Flowers Naples, FL
Perhaps more than ever before, consumers are insisting on perfect service. To keep gaining new consumers and just as importantly to increase loyalty and repeat business from existing customers, our industry needs to work together to provide service that is truly exceptional.
The BloomNet Timely Reply Program sets forth that during “standard business hours” receiving florists must reject orders within two hours of when the order is received. Receiving florists must also submit timely delivery notifications on all orders. Timely delivery notifications include both Delivery Confirmations (DLCs) and Delivery Attempt Notifications (DLAs). The cutoff time for delivery notifications is normally 7:00 pm on the day of delivery, however cutoff times may be extended during peak holiday periods. BloomNet will track all orders, and assess charges according to the tables below. BloomNet will not receive any portion of these assessments and any charges collected will be credited to the sending florist. All disagreements related to assessments incurred are to be discussed with the sending florist.
Responding to wire orders in a timely manner and providing delivery notifications can be instrumental in satisfying today’s demanding consumers and growing our industry overall.
Martha Sheldon Florist Eastman, GA
LATE REJECTS
Log House Florist Boone, NC
Connie’s Flowers Stuart, FL
PENALTY
Order Reject sent longer than 2 standard business hours
$10.00
Order Reject sent longer than 24 hours
$20.00
Order Reject sent longer than 72 hours
Full Value of Order
Order Reject sent longer than 2 standard business hours and after cutoff time on the day of delivery
*See BloomLink Utilities for official rules.
Receive the Industry’s highest published rebate! $3 rebate for up to 19 orders; $5 for 20 or more orders sent through BloomNet.
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PROGRAM ELEMENTS
LATE OR MISSING DELIVERY NOTIFICATION
PENALTY
Delivery Notification is missing on the order
$2.25
Delivery Notification is sent after cutoff time
$2.25
2x Full Value of Order
A detailed FAQ is located under the Utilities Tab/Important Notifications section in Bloomlink. For further info or to answer any questions you may have, please contact bloomnet customer service at 1-800-BLOOMNET (1-800-256-6663). thank you.
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1-800-FLOWERS.COM® Codified Product - Autoship Program The 1-800-FLOWERS.COM® Codified Product AUTOSHIP PROGRAM is designed to help top projected & fulfilling 1-800-Flowers.com® Florists secure adequate inventory of the hard goods and accessories needed to fulfill top-projected and featured 1-800-Flowers.com® Codified arrangements. Our 1-800-FLOWERS.COM® Florist Operations & Planning Teams are dedicated to ensuring your success! A great deal of time and effort goes into planning projections for each Florist that’s selected to participate in the Autoship Program. The team carefully reviews the 1-800-FLOWERS.COM® product line and determines which Codified Containers/Accessories and quantities should be shipped out. Florists that are selected to participate in the Autoship Program are automatically shipped sufficient quantities of specific Codified Products to support 1-800-FLOWERS.COM® order volume based on projections for the season. If the Florist already has sufficient inventory on-hand, they will not receive an Autoship delivery.
autoship benefits for top fulfilling 1-800-flowers.com® florists
• Secure inventory of key, featured Codified hard goods and
accessories before quantities run out of stock. Codified arrangements are emphasized and featured prominently by 1-800-FLOWERS.COM® on its website and in national marketing campaigns every season. If a florist is unable to secure inventory of the Codified hard goods and accessories required to fulfill these arrangements, they become ineligible to receive orders or benefit from the volume generated by these sales and marketing efforts.
• Save time and effort by letting our Planning Team: 1) determine the estimated inventory needed by your shop to cover its order volume projections, and 2) place the order for you.
• Normally, Codified hard goods & accessories that are shipped as
part of an Autoship Program have deferred billing whereby payment is due at the end of the projected selling season. Deferred billing is not normally available to florists who order Codified products & accessories on their own (outside of the Autoship Program).
BloomNet Florists are selected to participate in the Autoship Program on the basis of their historical performance and order volume projections for the given selling season. Not every florist is selected to participate in this program. 1-800-FLOWERS.COM® specifically targets top fulfilling florists to participate in this program prior to each major selling season. Please note that if a florist is selected to participate in the Autoship Program during one season it does not mean that they are automatically selected to participate in the Autoship Program for future seasons. Each season’s selection process is independent and exclusive of each other. Florists that are selected to participate in the Autoship Program are always notified via BloomLink General Message & Email* in advance of any orders being placed (*for select florists that have an updated and current email address on file). These notifications specify the Codified hard goods and accessories that are included in the program for the given season, and provide a timeframe for receipt of those hard goods. 1-800-FLOWERS® Franchise & Premier Florists are strongly encouraged to participate in all Autoship Programs. Other BloomNet Florists who are selected to participate in the program are provided with a 5-10 day period to opt-out of the current program.
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Florist Communications GENERAL MESSAGES BloomLink General Messages are the primary means by which BloomNet and 1-800-FLOWERS.COM® communicate with BloomNet Professional Florists. General Messages are used to provide BloomNet Florists with important Holiday Operations Updates such as Flexible Delivery Options during peak periods, New Product Launches and Marketing Promotions, Holiday Projections and Autoship Program details for top fulfilling 1-800-Flowers.com® Florists. As a reminder, General Messages print out automatically on your BloomLink system, similar to how orders print. It is every BloomNet Florist’s responsibility to make sure that they are able to view General Messages and stay informed by reading all messages that are sent by BloomNet and 1-800-Flowers.com®.
DELIVERY CONFIRMATION FEATURES To improve Customer satisfaction, for both Consumers & BloomNet Florists, reduce Customer complaints as well as costly order cancellations and redeliveries, the BloomLink Delivery Confirmation feature now provides Delivery Status fields to allow Florists to provide critical additional information surrounding the Delivery Status of an order. 1) More Delivery Details – Florists can specify with whom/where the order was delivered. 2) Attempted Deliveries Details – Florists can specify the reason why an order could not be delivered. What’s more, when “Need Additional Information” is selected, the system will automatically trigger an INQR-Inquiry Message to Customer Service. 3) Attempted Delivery – For certain responses, a Redelivery Calendar will be provided to specify the next date for redelivery. For your convenience, all Attempted Deliveries will be flagged with a yellow icon. Please note: If a delivery attempt is made on the requested delivery date, Florists will be paid for the delivery confirmation when the order is delivered the following day.
DID YOU KNOW?
Did you know that when your shop submits a Delivery Confirmation to 1-800-FLOWERS.COM® that an email is immediately sent to the customer informing them that their recipient is enjoying their thoughtful gift. If you submit a Delivery Confirmation prior to the recipient receiving the gift, then we are erroneously notifying the customer of the delivery and this could lead to unnecessary cancellations or redeliveries. Similarly, late submissions or end of day batching of Delivery Confirmations may cause customers to wonder why their gift hasn’t arrived and can lead to cancellations. To avoid these costly cancellations and replacements, be sure to submit Delivery Confirmations as soon as the recipient receives their gift. While still out on the road, Drivers can use the 1-800-FLOWERS.COM® toll-free mobile Confirmation Service. See below for details.
SEND DELIVERY CONFIRMATIONS (DLC’s) BY MOBILE PHONE - Just dial 1-888-717-6890 & Follow these Easy Steps!
STEP 1 - Eliminate as much background noise as possible
STEP 7 - The system will then update the status of that
STEP 2 - Dial into the Auto-Con Speech Activated
STEP 8 - At that time, you can either enter another
(this is very important).
Confirmation Service at 1-888-717-6890.
Stay tuned for upcoming Autoship Program communications & take advantage of this valuable service!
STEP 3 - The system will ask you for an order number. STEP 4 - Clearly and Slowly, speak or enter the first order
Fall / September 2013 – Main Autoship Communication (to all selected florists) is expected to go out in late August. Preliminary Autoship Communication (to 1-800-FLOWERS® Franchise & Premier Florists only) is expected to go out in September.
STEP 5 - The system will repeat back the order number,
Winter / November 2013 – Main Autoship Communication (to all selected florists) is expected to go out in late October. Preliminary Autoship Communication (to 1-800-FLOWERS® Franchise & Premier Florists only) is expected to go out in November.
For detailed step-bystep instructions on how to use the BloomLink Delivery Confirmations Features, go to the Utilities Tab on BloomLink
number that needs to be updated (again, only those that have been successfully delivered should be confirmed). and ask you to verify.
STEP 6 - You can either verify the order number, or make the correction by speaking the corrected order number.
order to “delivered” and ask for another order number. order number, or hang up.
STEP 9 - If the system doesn’t recognize or can’t find the order number, it will ask you to repeat the order number. Please check to ensure the order number is correct and repeat the order number slowly and clearly.
STEP 10 - If the order has already been confirmed, the system will state that the status on this order has already been updated to “delivered” and ask if you’d like to update another order.
Earn a $0.75 credit - submit DLC’s by 7:00pm! 6
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Helpful Customer Service Reminders Recipe Consistency and Compliance–the Design Resource Guide As your prepare procurement and develop your operations plan, it’s more important than ever that we work together to meet our mutual customers expectations. Please be sure to carefully review the 2013 Fall, Holiday & Everyday (“DRG”) located under the Utilities Tab in BloomLink, to ensure that you have the proper containers (Codified and Non-Codified), fresh flower inventory and materials needed to fill 1-800-Flowers .COM® orders according to the recipes provided. Provide a great opportunity to win a customer for life! Codified Containers Codified Containers are available for purchase on BloomNet Products by visiting www.bloomnet.net. Remember, all BloomNet Product purchases can be applied to your BloomNet ClearingHouse statement! Also many of the Non-Codified Containers and utility vases are now available from BloomNet. So, take advantage of our affordable prices! Containers not sold on BloomNet Products are widely available through your local wholesaler.
1-800-FLOWERS.COM® SUBSTITUTION POLICY Meeting customers’ expectations is critical, so please take a moment to review our Substitution Policy listed below. 1. The 2013 1-800-FLOWERS.COM Fall, Holiday & Everyday Design Resource Guide (DRG) should be followed when filling orders. Overall shape, size and style of the arrangement should be maintained. 2. Shades and color combination of the arrangement should be consistent. Substituting flower varieties of equal value and similar appearance is acceptable, if necessary. 3. Substitution of floral content is permitted when necessary to ensure delivery in a timely manner. Substitutions should be of equal value and similar type flowers. (e.g., spike for spike, round for round). If a substitution is made the Florist must notify 1-800-FLOWERS by sending an INFO message.
4. Variety should take preference over color on single variety arrangements. 5. We encourage you to buy specific components for our featured arrangements, so the arrangement closely resembles product images as advertised. Please match containers listed in the DRG and Workroom Manual whenever possible, particularly for color. For example, using a 7” H Purple Glass Vase to fulfill 1-800-FLOWERS® Lavender Dreams™. 6. Substitution of Codified Products is not acceptable, unless you’ve received the express consent of the sending florist (including 1-800-FLOWERS.COM® orders).
Flexible Delivery Options During the busy holiday season, be sure to remind your staff to carefully review the Special Instructions portion of the order for Flexible Delivery instructions, which are designed to support your capacity and production efforts. Delivery Confirmations The Delivery Confirmations provided by BloomNet Florists help provide customers with the assurance of knowing exactly when their order was delivered and peace of mind that their expression was conveyed to the recipient. All BloomNet Florists are required to send in your Delivery Confirmations by 7:00p.m. What’s more, you’ll earn a $0.75 CREDIT for each Delivery Confirmation received on time!
Call us at 1-800-BloomNet (1-800-256-6663) or visit us at www.BloomNet.net today! 8