D E L I V E R I N G S M I L E S ! MO T H E R’ S D AY / L AT E S P R I N G 2 0 1 3
EXTRA! EXTRA! 1800FLOWERS.COM® & BLOOMNET & RECOGNIZE TOP PERFORMING FLORISTS!
1-800-FLOWERS.COM® & BloomNet and are delighted to recognize the top performing Florists for their talents, dedication, and excellence in fulﬁlling orders! ... See inside for Award Winners
ity Care ual
Award of Quality Achievement
In recognition of your commitment to the comprehensive standards of the BloomNet Florist Quality Care Program
UPCOMING 1-800-FLOWER S.COM® MOTHER’S DAY PRODUCTS
1-800-FLOWERS® Fields of Europe™ for Mom PC# 99219
1-800-FLOWERS® Mother’s Embrace™ PC# 103370
1-800-FLOWERS® Make Mom’s Day™ PC# 103404
1-800-FLOWERS® Mama Paws™ PC# 95229
mo T h E R’ s d AY/l AT E sPRi n g 2013
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
• 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% .
ering Smi liv
TOP PERFORMANCE 3RD QUARTER AWARD WINNERS 1800FLOWERS FAIRFAX FAIRFAX, VA
FLOWERS BY ADDALIA TOMS RIVER, NJ
PETOLINO FLORIST NEWARK, NJ
A BLOOMING EARTH DECATUR, GA
FLOWERS BY CHUCK LYNDHURST, NJ
POLDERMANS FLOWER SHOP PORTAGE, MI
A FLOWER BASKET AUSTIN, TX
FLOWERS BY JUDY WHITE HOUSE, TN
PORT CHARLOTTE FLOWER MART PORT CHARLOTTE, FL
A ONE OF A KIND CREATION FLORIST ROMULUS, MI FLOWERS BY TIFFANY LLC STAFFORD, TX
ROSE CART SUNNYVALE, CA
A TOUCH OF LOVE FLORIST JERSEY CITY, NJ
FLOWERS TO GO BRANCH 2 BREMERTON, WA
ROSE COTTAGE MADISON, WI
AFFORDABLE FLOWERS SEBRING, FL
FOREVER FRIENDS FLORAL NEW HAVEN, IN
ALL ABOUT FLOWER POWER EDMOND, OK
FRIDAYS FLOWERS AND GIFTS FAYETTEVILLE, AR
ALL SAINTS CHAPEL FLORIST AND BOUTIQUE HOWELL, MI
FURST FLORIST AND GARDEN CENTER DAYTON, OH
SAN FRANCISCO FLORAL EXCHANGE SAN FRANCISCO, CA
G C G FLOWER AND PLANT DESIGN CARY, NC
ALWAYS IN SEASON WEST WARWICK, RI
SAN MARIN FLOWERS NOVATO, CA
GAETAS FLOWERS AND GIFTS LOS GATOS, CA
ALWAYS WITH FLOWERS LEMONT, IL
SEIFERTS FLOWER MILL NORTH CANTON, OH
GIGIS FLORIST CASTRO VALLEY, CA
ANNA FLOWERS JUPITER, FL
GOFF AND DITTMAN GRANITE CITY, IL
ASTER PARK FLORAL STUDIO GREEN BAY, WI BEAUTIFUL BOUQUETS AND BASKETS PALM BAY, FL
GREEN THUMB WEST FLORAL AND GIFTS AUGUSTA, GA
BOOS FLORAL DESIGN HICKSVILLE, NY
GREEN TRAIL FLORIST LISLE, IL
SOUTHERN FLORAL SHOP SAINT LOUIS, MO
BOWDEN FLOWERS KOKOMO, IN
HELENS FLORIST WHITEHOUSE STATION, NJ
SOUTHERN TRADITIONS FLOWERS FAYETTEVILLE, GA
BRISAS FLOWER SHOP CHINO, CA
HOLIDAY FLORIST GIFTS HOLIDAY, FL
STRATFORD FLORAL TNL LLC NORWALK, CT
BUNDLE OF ROSES HERNDON, VA
IN BLOOM FLOWERS AND GIFTS ALBUQUERQUE, NM
SWEET PEAS FLORIST MEDFORD, NY
IVY LEAGUE FLOWERS SOUTHOLD, NY
THE DAISY CHAIN MEDFORD, NJ
JD BALLANTINE INC MENTOR, OH
THE FLOWER BOX OF WESLEY CHAPEL LUTZ, FL
KIMBERLYS FLORAL DALLAS, PA
THE FLOWER GARDEN CORVALLIS PHILOMATH, OR
LANIERLAND FLORIST CUMMING, GA
THE FLOWER SHOPPE COLUMBIA STATION, OH
CONROYS FLOWERS LOS ALAMITOS, CA
LINSK FLOWERS MAIN MINNEAPOLIS, MN
THE FLOWER SONG SEBASTOPOL, CA
CORWIN FLORIST AND GHSE WARWICK, NY
LIZS FLOWERS SAN DIEGO, CA
THE FLOWER STOP II XENIA, OH
COTTAGE GARDEN FLORIST FRENCHTOWN, NJ
LOCKERS FLOWERS MCHENRY, IL
THE WINDSOR FLORIST INC NEW YORK, NY
COULTER FLORISTS MARYVILLE, TN
MISS DAISYS FLOWERS AND GIFTS LEESBURG, FL
THREE VILLAGE FLOWER SHOPPE SETAUKET, NY
DISTINCTIVE FLORAL DESIGNS LLC SLIDELL, LA
MONDAY MORNING FLOWER YARDLEY, PA
EDITHS FLOWERS HOLDEN, MA
MONICAS FLORIST SAN FRANCISCO, CA
TREELAND FLORIST AND GREENHOUSE NEW BEDFORD, MA
ELGIN FLOWERS AND GIFTS ELGIN, SC
MRS D’S FLOWER SHOP INC LAKELAND, FL
EXOTICA FLORIST FAIRFAX, VA
MUMS THE WORD FLORIST FLORENCE, SC
FANNYS FLOWERS TEMPLE CITY, CA
NANCYS FLORAL GRESHAM, OR
CHAMBERLAINS FLOWER SHOP MILWAUKEE, WI CHRISTELLS FLOWERS KILLEEN, TX CINNAMONS FLORIST ISSAQUAH, WA CLIFF GARDEN FLORIST FAIR LAWN, NJ CONCESSI BLOOMS RIVERVIEW, MI
FIRESIDE FLORIST COLUMBUS, OH FIVE OAKS FLORIST, LILBURN, GA FLORAL FASHIONS POQUOSON, VA FLOWER FASHIONS TULSA, OK FLOWER POWER DAVENPORT DAVENPORT, FL
NORTH BEACH FLORIST SAN FRANCISCO, CA OAKLAND IN BLOOM OAKLAND, NJ OCCASIONS OF NAPLES NAPLES, FL PALOS FLOWERS AND GIFT BASKETS PALOS HEIGHTS, IL
ROSE FLORIST FAIRFIELD FAIRFIELD, CA
SHIRLEYS FLOWERS AND SWEETS NASHUA, NH SILK CREATIONS ROCHESTER, NY SNELLVILLE FLORIST INC SNELLVILLE, GA
VANS FLORIST MORENO VALLEY, CA VICTORIA K FLORIST WOODBRIDGE, VA VOSE SMITH FLORIST PORTLAND, ME WALTER’S FLOWERS NUTLEY, NJ WARDS FLORIST AND GREENHOUSE BEVERLY, MA WILDFLOWER FLORIST NAPERVILLE, IL WINDMILL FLORIST LAS VEGAS, NV WINDYS FLOWERS SAN DIEGO, CA
FLOWERAMA LORAIN LORAIN, OH
PATRICIA ANN FLORIST SOUTH BEND, IN
FLOWERAMA MOBILE MOBILE, AL
PATS FLORIST RICHMOND RICHMOND, VA
1-800-FLOWERS Franchise/Co-Branded Florist
FLOWERS AND GIFTS BY MICHELLE SOUTH HOLLAND, IL
PERFECT EVENTS FLORAL AND GIFTS KING OF PRUSSIA, PA
1-800-FLOWERS Premier Florist
PETALS AND STEMS MONSEY, NY
Multiple Quarterly Performances Awards
ity Care ual
congratulations to our 2012 Florist Quality Care Program Award Winners in meeting the benchmark of excellence for fulďŹ lling orders and building customers relationships!
> A Flower Can - Fort Gibson, OK Sheila Bebee, Dane Love & Patti Simmerman
> De Santis Florist - Columbus, OH Nick, Michelle, and Matt De Santis
> Schaaf Floral - Fridley, MN Maria Schaaf & David Book
> Plant Peddler - Rock Hill, SC Bill Jacobson & Madeline Presler -McDonald
> Petal Pushers Flowers & Gifts - Foley, AL Dana Michael, Andy Roberson & Jackie Harrell
To become a BloomNet Florist, contact us at 1-800-BloomNet (1-800-256-6663) or visit www.mybloomnet.net today! 4
CONGRATULATIONS TO OUR 2012 FALL QUALITY ACHIEVEMENT AWARD WINNERS
PETAL PUSHER FLOWERS & GIFTS
LAKE HAMILTON FLOWERS
FIESTA FLOWERS PLANTS & GIFTS Tempe
DARLING FLOWER SHOP Berkeley
TEEFEYS FLOWERS AND GIFTS
A TO Z FLORIST
NEW LOOK FLORAL
ANNABELL’S FLORIST & GIFTS
DALBOL FLOWERS & GIFTS
EVERY BLOOMIN’ THING
ENTENMANN”S FLORIST Jersey City
HILLY FIELDS FLORIST
SILVER LEAF FLORAL
SARASOTA FLORIST & GIFTS
BOUQUETS & BLOOMS.COM
PORT CHARLOTTE FLOWER MART
THE FLOWER STOP
BOESEN THE FLORIST
DE SANTIS FLORIST INC. Columbus
A FLOWER CAN
CORA’S FLOWERS AND GIFTS
FOREST GLEN FLOWERS AND GIFTS Reading
LANSING FLORAL SHOP Lansing
COUNTRY CREATIONS FLOWERS & GIFTS
PORTAGE FLOWER SHOP Portage
FLOWERS BY ANGIE
CAPITAL CITY FLORIST
BLOOMING BOUTIQUE FLOWERS
POSEYS ‘N’ PARTIES
FOREVER SPRINGS FLORIST
JUDY’S VILLAGE FLOWERS
ALWAYS GOLDIE’S FLORIST
FLOWERS TO GO
FLOWERS BY LUCY
GREY FOX FLORAL
THE VINTAGE VIOLET
Fond du lac
LAKE ANNE FLORIST
BECKY’S COTTAGE FLORAL
Nominate a fellow BloomNet Florist For The Florist Quality Care Program! 1. Complete FQCP nomination form under Utilities Tab on BloomLink.com, or facebook.com/bloomnet.net. 2. Submit your nomination by Friday, February 22, 2013. 3. Email us your feedback and nomination form at ﬂoristqualitycareprogram@bloomnet.net. 2013 Spring BloomNet Florist Quality Care Program Awards will be Announced in April 2013!
mo T h E R’ s d AY/l AT E sPRi n g 2013
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 1800FLOWERS.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.
Stay tuned for upcoming Autoship program communications & take advantage of this valuable service!
Valentine’s Day 2013 – main Autoship communication (to all selected florists) is expected to go out in January. Preliminary Autoship communication (to 1-800-FLoWers® Franchise & Premier Florists only) is expected to go out in early/mid December.
Mother’s Day 2013 – main Autoship communication (to all selected florists) is expected to go out in early April. Preliminary Autoship communication (to 1-800-FLoWers® Franchise & Premier Florists only) is expected to go out in early late march.
mo T h E R’ s d AY/l AT E sPRi n g 2013
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?
For detailed step-bystep instructions on how to use the BloomLink Delivery Confirmations Features, go to the Utilities Tab on BloomLink
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.
sTEP 3 - The system will ask you for an order number. sTEP 4 - Clearly and Slowly, speak or enter the first order number that needs to be updated (again, only those that have been successfully delivered should be confirmed).
sTEP 5 - The system will repeat back the order number, 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! 7
d E l i v E R i n g s m i l E s ! m o T h E R’ s d A Y / l A T E s P R i n g 2 0 1 3
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 mother’s Day / Late spring & 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.
1800FLOWERS.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 mother’s Day, Late spring, and everyday Design resource Guide (DrG) and BloomNet Workroom manual 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
Published on Dec 13, 2012