Posts Tagged ‘1-800-flowers’

Service of Ordering Online During a Pandemic

Monday, May 18th, 2020

Photo: Greymount Paper & Press

Chances are you may have ordered something online during the pandemic even if it’s not something you normally do.

Small Business

Photo: Greymount Paper & Press

I wanted a special card to send a college grad and liked one I saw on a Greymount Paper & Press sponsored Facebook ad [photo above]. The well-designed website was promising.

I prefer feeling the paper and ensuring that the printing is crisp, but these days that isn’t in the, uh, cards. I took advantage of a promotion and bought four. They arrived promptly from the artist/owner of the press, Carlene Gleman, along with a professional invoice with a cheery handwritten note on it and two bonus surprise cards.

Photo: Greymount Paper & Press

I dashed off an email to thank Carlene and tell her how much I liked the cards. She responded: “It’s always lovely to meet a fellow quality-aholic. Thank you for your kind words! Customers like you are one of the reasons I get out of bed each morning with a smile. That, and my sweet little family who are currently trapped in the house with me for Week #4,900! Ha. From one upstate New Yorker to a downstate New Yorker, stay safe and be well :-)”

I forwarded this note to a friend who also loves–and sends–the best cards and she said she ordered some from Greymount too. I gave Carlene a heads up, said that my friend had recently been furloughed and she wrote “Thanks for letting me know about ___, I am going to sneak a few extra goodies into her package as a cheer-up.”

Big Business

In contrast, a friend’s experience ordering flowers from 1-800-Flowers on May 4th for delivery Mother’s Day weekend was inexcusable. Not once did the company update her. She had to waste her time tracking them down in countless follow-ups.

The arrangement was meant for her best friend and her friend’s mother, who is deathly ill. Hers was a hard deadline, possibly more imminent than Mother’s Day, which she made clear each time she called customer service as each subsequent promised delivery day came and went. The upshot: In spite of her diligent surveillance the flowers never arrived, the company returned her money and she ordered a bouquet from a local florist. During her last conversation a 1-800-Flowers customer service supervisor told her the delay was because of Covid-19. If a company has no mechanism to update customers and if they cannot fulfill an order they should not accept one.

These examples of a generous small business that nurtures customers and an overwhelmed big business is statistically insignificant. But I wonder if such differences in customer service might augur the future of success of the retail landscape during the pandemic–what do you think?

1-800-Flowers

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