JULY 2015

Since 1910, FTD has been known for quality, professionalism and customer satisfaction. Launching this year, a new Quality Service Representative (QSR) program will be availableto help FTD Member Florists optimize order fulfi llment. Quality Service Representatives will collaborate with participating FTD Florists, helping them identify profi t opportunities, streamline fulfi llment processes and increase overall customer satisfaction.

BENEFITS• Potential to reduce cost of goods

and managed labor

• Reduction of fulfi llment complaints, refunds and penalties

• Improved product quality and performance

• Greater customer experience with increasedloyalty, leading to repeat business

The QSR program underscores FTD’scommitment to continually improve the quality of orders fulfi lled within the MercuryNetwork and strengthens the FTD brand experience for all consumers and fl orists.

The FTD® Purple Pop™ Bouquet (CDLd)

IN THIS ISSUE :

• Quality Professionals to Collaborate with Florists

• Tips to Help Prevent Late & Non-Deliveries

• 2014 Quality Star Award Recipients

• Improved Recipes Can Help Your Bottom Line

• Put Your Arrangements to the Test

Quality Professionals to Collaborate with Florists

Visit FTDi.com/Quality to review all FTD Quality Programs.

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Setting the Standard for

Quality Excellence

“Working with an FTD Quality Service Representative helped my business identify opportunities to improve

operations and order fulfi llment. We were able to improve our order accuracy and on-time performance. Working together has provided insights for us both and opened

the path to a stronger partnership.” Javier Brun, Dusty’s Flowers, San Antonio, TX

• Do not overextend your delivery area, as it could put orders at risk. Evaluate your delivery zone and reduce or expand as needed.

• Manage your zip codes with cut off times at 11:00 am, 2:00 pm or 3:00 pm local time for FTD.com orders.

• Evaluate each order to determine if the correct product is on hand. If not, decide if you can procure it by the delivery time requested. If not, reject the order within two hours.

• Be familiar with delivery instructions that are required for businesses in o� ce complexes, gated communities and hospitals. For example, some may only accept deliveries during certain hours.

• Make sure your employees, especially drivers, understand the FTD Delivery Confi rmation Policy (DCON) and cut-o� times. Learn more at FTDi.com/Quality.

• Leverage the FTD® Mercury Point of Sale Delivery module and FTD Mercury Mobile App to properly organize each delivery route for timeliness and e� ciency.

• Always check on a patient’s status before delivering to a hospital in case the patient has gone home or is in a unit that prohibits fl owers. If the fl owers cannot be delivered, contact the sending fl orist promptly.

• Adhere to funeral home delivery policies and procedures for fl ower deliveries. Always check ahead of time for visitation days and times.

• Make sure the driver signs the funeral home log or makes contact with the funeral director. If it is not possible to get a copy of the log, take a picture of it for proof of delivery.

• If the recipient was not present when a delivery was attempted, leave a door tag or phone message and follow up if necessary.

• If your delivery is unsuccessful, properly communicate with the sender per FTD Guidelines.

� e FTD® AdvantageBusiness Solutions | Path to More Orders | Leading Technology | Brand & Innovation

Tips to Help Prevent Late and Non-DeliveriesEach year, orders are left unfi lled, especially during peak holiday periods, harming the reputation of local fl orists, and the industry. To that end, FTD continually seeks new and collaborative ways to improve the fulfi llment and delivery process for fl orists and the fl oral purchasing

experience for consumers. Help ensure your customers receive the gift selected for them on time with fresh and beautiful fl owers by following best practices from the FTD Quality Assurance Team.

Visit FTDi.com/FSG for the Standard, Deluxe, Premium and Exquisite bouquet recipes.

2014 Quality Star Recipients

Questions? Contact the FTD Quality Department today.800.788.9000 | quality@FTDi.com | FTDi.com/Quality

CONGRATULATIONS★ ★

★★Visit FTDi.com/Quality/Star to view the full list of 2014 Quality Star Award Recipients.

The FTD Quality Star Program is a great resource that provides a uniformand consistent measurement of quality by taking actual, quantitative order data to calculate an exemplary quality level. The quality calculationgives FTD Florists a benchmark to show a comparison of eligible fl orists within the FTD network. FTD Florists that are at or above this “quality bar” will receive an FTD Quality Star.

The FTD Quality Star rating is evaluated for each four-month directory cycle and FTD Florists that successfully meet the rigorous designation’s criteria for the entire year receive an FTD Quality Star Award. We are pleased to announce that more than 1,000 fl orists successfully received the Quality Star for all three directory cycles in 2014! You can trust sending your next order FTD.

★★★★★★★★

★★★Visit FTDi.com/Quality/Star to view the full list of 2014 Quality Star Award Recipients.★Visit FTDi.com/Quality/Star to view the full list of 2014 Quality Star Award Recipients.

★★★

2014

★Improved Recipes Can Help Your Bottom LineIn an e� ort to improve order fulfi llment and member profi tability,FTD has listened to your feedback and implemented new quality improvement processes to review fl orist-fi lled recipes. A cross-functional FTD team worked diligently in conjunction with a team of FTD Florists to assess a variety of arrangements in the FTD Floral Selections Guide. They were tasked with identifying product recipes that negatively impact the consumer experience. Product availability, order rejections and consumer complaints are among the many topics taken into account to improve upon fl orist-fi lled recipes.

The fi rst of many recipes to benefi t from this process is the best-selling FTD® Sweet Surprises® Bouquet (C12-4792).

As a result of the team’s quality improvement evaluation, the new recipe for the bouquet has several benefi ts:• Improved longevity of the arrangement by designing with heartier fl owers

• Utilizing fresh product that is more easily attainable

• Improved customer satisfaction for you and the consumer

The FTD® Sweet Surprises® Bouquet

(C12-4792d)

Quality Department Contact Information800.788.9000 | quality@FTDi.com | FTDi.com/Quality

Was the arrangement delivered on the scheduled delivery date?

Did the overall look and feel of the arrangement closely resemble the website photo in size, color and style?

Did the type and number of fl ower stems, greenery and accessories (ribbons, bows, balloons, etc.) in the arrangement match the recipe summary?

Were the fl owers and greenery fresh and in good condition upon arrival (including accessories)?

Did the arrangement meet the 7-Day Satisfaction Guarantee?

Was the vase ordered by the consumer used in the bouquet, and was it in good condition?

Was the correct card message included?

Is the recipient likely to make a future purchase based on the order and delivery?

✔

Did the overall look and feel of the ✔

Did the type and number of fl ower stems, ✔

Were the fl owers and greenery fresh ✔

Did the arrangement meet the ✔

Was the vase ordered by the consumer ✔

Was the correct card message included?✔ Is the recipient likely to make a future ✔

HOW DOES YOUR ARRANGEMENT STAND

THE TEST?

ORDERED

ORDERED

PASSED

PASSED

FAILED

FAILED

ORDERED PASSED FAILED

The FTD® Sweet Surprises® Bouquet (C12-4792)

The FTD® Light of My Life™ Bouquet (C6-4863)

The FTD® Wondrous Nature™ Bouquet (C12-4400)

Put Your Arrangements to the TestIf your local news station were to secretly place a test order

with your shop, would your arrangements measure up?

Would all of your orders ace the test? We know it is not

always easy, especially during peak holiday periods, but

your designs, the quality of the fl owers and even delivery

status not only refl ect on your business, but on the industry

as a whole. Avoid negative reviews and keep your customers

happy by showing your best work and treating every order

as if it will end up on your local TV news station.

The FTD Test Order Management Program tests individual

fl orists by secret shopper at random, and o� ers feedback

and training for those that did not pass the test. If you

have not been tested, you may consider this program to

see how your sta� measures up. Review the following

checklist to see if your shop would pass the test.

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