Why AfterCare Is So Important “Family and friends often believe that recognizing important anniversaries after the memorial will bring back hurtful memories, or in some way inflict pain on the person grieving. This is not true! We need to all acknowledge that while a loved one may be gone, they have never left the heart and mind of those who loved them. Remembering their presence – at birthdays, one year anniversaries, Christmas, Thanksgiving ….brings comfort to those grieving, not more grief. The harshest reality is when we, as friends and family, stop speaking and remembering the departed, for then we are burying them again.” -Nancy Hamlin Grief Counselor/Teacher
After Care Solutions from Jim McCann, Remembrance Program Founder and CEO of 1-800-Flowers.com
IDEAS ON CUSTOMER LOYALTY FROM JIM MCCANN, FOUNDER AND CEO OF 1800FLOWERS.COM®
Don’t miss this important step in helping families heal. They will remember that you remembered.
Want more information on our AfterCareProgram? Go to www.1800flowers.com/aftercare to learn more or call toll free: (877) 285-9740
About Us 1-800-FLOWERS.COM, Inc.’s heritage is as a family-run business with Jim McCann, Founder and CEO and Chris McCann, President. We’re the world’s leading florist and gift shop. For more than 35 years, 1-800-FLOWERS® (1-800-356-9377) or www.1800flowers.com has been helping deliver smiles with gifts for every occasion, including fresh flowers and the finest selection of plants, gift baskets, gourmet foods, sweets, treats and more. Our Mobile Flower & Gift Center was named winner of the 2010 “Best Mobile App for E-commerce” by DPAC (Digiday’s Publishing & Advertising Awards) and RIS (Retail Info Systems) 2010 Mobile App of the Year Award in the “Best Shopping” category. 1-800-FLOWERS.COM was also rated number one vs. competitors for customer service by STELLAService. 1-800-FLOWERS.COM has been honored in Internet Retailer’s “Hot 100: America’s Best Retail Web Sites” for 2011.
An important step in helping families heal. They will remember that you remembered.
Favorite Ways to Encourage Customer Loyalty Dear Funeral Professional, Working with grieving families, you realize that your business is really all about being there when families need you most. It’s pretty common for a family to establish a bond with those who have been there for them in their greatest times of need. As florists, we’re all about being there when our customers need us too. It’s our privilege to help families express themselves: from the good times to the sad times, and everything in between. But in today’s age of competing demands, how can you keep a customer’s attention and loyalty? By exceeding expectations. We’ve developed an innovative AfterCare Remembrance Program that can help you show your families that you’re still thinking about them days, months, and even years after the services have passed. I have also given you some of my favorite tips for nurturing customer loyalty. SM
Please consider how we can help you help the families you serve. Sincerely, Jim McCann
BUILD RELATIONSHIPS FIRST AND BUSINESS WILL FOLLOW As you well know, grieving families need someone to turn to, a trusted person they feel comfortable with. Earn their confidence the moment they walk through the door, not by selling but by connecting with them on a personal level. The caring relationship you create from the beginning will serve you well in the future. EXCEED CUSTOMER EXPECTATIONS Perhaps you could suggest a memorable way to express feelings of sympathy that fits the personal wishes of the deceased. Or maybe it’s a matter of meeting what seems to be an impossible deadline. The point is, when you go above and beyond, people notice. And best of all, they tell other people about it, generating new business for you. CREATE A TEAM THAT SHARES YOUR VISION AND VALUES Your employees are a reflection of your business. They represent your commitment to serving your customers and they are a highly visible part of your brand. Be sure they realize how important it is to treat every customer with the utmost respect, compassion and dignity in every interaction. INVITE CUSTOMERS BEHIND THE CURTAIN Making a personal connection makes customers feel special, like they’re the only customers that matter to you. Get to know as much as you can about the deceased and the family. That kind of intimate sharing relaxes customers and helps ease the pain of a difficult time in their lives. ADAPT TO CUSTOMERS’ CHANGING NEEDS Times change, people change...constantly. Stay a step ahead by encouraging feedback from customers on a continual basis. Ask for their suggestions, listen carefully to their answers. And perhaps most important, remain flexible, ready and willing to adjust your approaches accordingly. DEVELOP SOCIAL OUTLETS – MAKE YOUR PRESENCE KNOWN Whether it’s a Facebook® page, Twitter®, or an online support group, social media can help your families express themselves in a meaningful way. Remember, if you don’t offer them this opportunity, someone else will.
Expressions of Remembrance
Cheryl’s Gourmet Classics Cookies and Brownies
WHAT WILL THEY REMEMBER FROM THE SERVICE YOU PROVIDED? It’s your job to help others. You do the most important and meaningful work, but during this stressful time of grief and loss, your families may not be able to appreciate all the ways in which you supported them. An After Care program is an important step in helping families heal. They will remember that you remembered. Let us help you find the perfect way to express your concern for your families. Here are some of our most popular choices for memorial gifts.
In Loving Memory Stepping Stone
Seeds of Life for Sympathy Vase Arrangement for Sympathy
Harney & Sons Organic Tea Gift Set
Nature’s Springtime Azalea
Beloved Cat Plaque Sympathy Arrangement
Beautiful Blue Phalaenopsis Orchid
Teacup Gardenia with Candle
Arbor Afternoon Basket
Dried Sympathy Wreath
Dish Garden with Fresh Cut Flowers
“We cannot thank you enough for the beautiful Seeds of Life kit. We are planning to plant the seeds with our kids in the backyard and they are excited about the idea of a living memorial of their grandpa. Your gesture is appreciated and will always be remembered.” —Christie J.
AfterCare Solutions for your Families
We know the importance of an AfterCare program, but it can be hard to find the time or resources to manage one or to measure its effectiveness. But based on your requests, and thanks to feedback from funeral professionals, we have developed a turnkey solution that will help you help others heal. It can also help your families remember you for your extended level of service and concern.
Anniversary, Holiday, and 30, 60, 90 Day Reminder Service is available at no cost. Remembrance Gifts starting at $999, Plants and Floral gifts starting at $2999.
M C CANN
About the AfterCare Remembrance Program
The 1800Flowers.com® AfterCare Remembrance Program is a way to extend the care that you provide to your families. It reminds you to reach out to the families you serve at specified intervals after the service is completed, and suggests a variety of ways to let your families know that your commitment to them doesn’t end with the service. When you participate in our AfterCare Remembrance Program we help you keep track of important dates and give you ideas for reaching out to your families.
Whether it’s a phone call, an online greeting, a plant or a gift basket, we can help you express your ongoing In this ins pir ational concern. We’re here to make sure you don’t forget and that you have lots of viable, affordable options. gift book of sympathy, Jim McCann
balances the practical with the poignant in a moving collection of heartfelt sentiments. Celebrating Life serves as a catalyst for sharing profound affection,
appreciation, grief, and love for someone
who has died. Perfect for quiet moments
How to Get Started:
of reflection, the book can also be shared
Share Your Ideas
and Stories about AfterCare and you could receive a $50 gift card Do you have stories or recommendations about caring for your families after the services are over? Tell us about them! We’re hoping to share the best of the best in an upcoming issue of American Funeral Director. All ideas and entries used will receive a 1800Flowers.com® gift card. What do you do at the holidays? What’s your best tip for families to help grieving children? What ritual or custom surprised you? What’s a favorite way to mark an anniversary? Send your ideas to: ExpressingSympathy@1800Flowers.com
Examples of Ideas to Share with Your Families Anniversary Ideas “Every year on the anniversary, we gather together and let a dozen balloons go into the air.” Holiday Dinners “On the holidays, we get together for a pot luck dinner. Everyone cooks a recipe that our mother taught us. We talk and eat and share stories about our mother all night long.”
at memorials, anniversaries, funerals,
wakes, and other special occasions that
Interested? Go to www.1800flowers.com/aftercare or call us at toll free (877) 285-9740 for more information. When you’re ready to join, we will set up your personal account and work with you to customize the program to suit your needs. We are committed to helping you help families touched by grief.
pay tribute to the life of a loved one.
Full-color drawings illustrate the book throughout and are interspersed with
meaningful quotes and warm reflections on saying good-bye, healing, remembering, and celebrating life.
JIM M C CANN, FOUNDER
GET STARTED TODAY! The first 100 funeral professionals who sign up for the program will receive a set of 10 copies of Celebrating Life: Words of Comfort. This book is an inspiring collection of stories that you can share with families in need.
“It’s not about getting the best price; it’s about getting the best value and service. The most memorable service comes from exceeding expectations.”
Treasure Box “We had our kids fill a treasure box with things that reminded them of their grandfather. When they’re feeling sad, they pull out his pipe, his mints, or an old handwritten card, and tell a story about him.”