PERSONAL HYGIENE Yes No Corrective Action - Homesteadtrainingbouquets.homestead.com/...Itinerary_1-2-1.docx · Web viewTRAINING MANUAL. FRUIT BOUQUET BUSINESS. Module # 1 - Set

TRAINING MANUAL

FRUIT BOUQUET BUSINESS

©Tooty Fruity 2009 Not for duplication, resale or copying without prior permission. All rights reserved

Module #1 - Set up and Equipment:What is covered in this module?

Kitchen equipment, refrigeration and storage Delivery vehicles Administration equipment Licenses and Insurance Sundries - containers, ribbons, cellophane, pots and containers

Kitchen Equipment, refrigeration and storage:

It doesn't have to cost a huge amount of money to set up this type of business, especially if you're intending to run it from your home kitchen or existing business premises.

The most important aspect is that you have a clean kitchen area to work from and a separate fridge. Depending on how many fruit bouquets you intend to make and sell, is dependent on how many fridges you'll need.

Most people cope with one upright 'larder' style fridge - this means that at least you can store several fruit bouquets whilst making others. The ambient (room temperature) time of a bouquet is about 4 hours, so hopefully, you'll be making them and delivering them within this time frame. By refrigerating your bouquets, this gives you (and your customers) up to 2 days before the product needs to be eaten. However, most fruit bouquet businesses have a high turn-around time and bouquets are delivered within a couple of hours of making them.

Apart from a fridge and vehicle, the other items for set up are very inexpensive and can be bought on the Internet worldwide. See below for the kitchen equipment you will require.

Delivery Vehicles:

The only other 'large' item you'll need is a vehicle to deliver your products - unless of course you intend to have customers collect from your premises. The use of cool bags for transporting your fruit bouquets are essential in hotter countries.

The vehicle you choose will be dependent on your location and whether you have existing premises. When I set up Tooty Fruity I bought a very large, white transit van and had it sign written with huge colourful graphics - including a giant fruit bouquet! Approximately 5% of my orders came through people seeing my vehicle driving round … quite a good return on an advertising budget .


Although my vehicle was refrigerated, I only used the fridge part very rarely, due to the cool weather we have in the UK (and the distance I restricted delivery – only within a one hour drive maximum).

You may choose to use a smaller vehicle with cool bags and ice packs – a much more economical option, and you could still have your vehicle sign written or covered in colourful graphics – the idea is to stand out as much as possible!

Administration Equipment:

You will need a computer (connected to the internet), a printer and filing system. I will cover in greater detail the systems I’ve found very helpful in running this and other similar businesses in section #3.

Licenses and Insurance:

You will need any local licenses for trading and will need to register with your local authorities that you have started a business. Including registering for any local taxes etc. and for health and hygiene reasons (in the UK, this is with the Environmental Health Department).

You will also need insurance to cover indemnity – public and employee (if you’re employing staff). It is your responsibility as a business owner to get adequate insurance and to also advise your staff and customers on health and hygiene, and health and safety issues.

Please contact your local business enterprise/advice centres if you need help and assistance setting up and running your own business.

Sundries - containers, ribbons, cellophane, pots and containers

To function as a fruit bouquet business you will need certain essentials (direct costs) for making and selling fruit bouquets and arrangements. The following are a list of sundry items that you will require:

You’ll need some additional floristry supplies, which can be purchased from either a local florist supply shop, a local florist or online.

CELLOPHANE is needed for wrapping your bouquet and arrangements. I would suggest that you purchase clear cellophane (so that your customers can clearly see what you’re delivering to them) or one with a white, spotted design (great for weddings etc.).

RIBBONS can be purchased as pull-bows (which are really easy to use and make), or you can buy florist ribbon. I would suggest if you purchase florist ribbon that you buy


the polypropylene version as this is good alongside fresh fruit (it’s more hygienic) and it’s quite easy to use.

CONTAINERS come in all shapes and sizes. I would recommend that you purchase a small selection of containers and make sure you can buy the same ones on a regular basis. This is where consistency comes in. All fruit bouquets are designed around the container and you can’t design in one container and easily swap the design to another.

Therefore, select the containers that are readily available that you want for your product range, design your fruit bouquets, take photographs of them and then sell them. This way, your customers will always know what they’re getting – this makes it easier for you because you know what price points to introduce and you don’t have the panic of trying to re-design a fruit bouquet. For them, they can recommend you and your products in full confidence that they know what they will be getting.

I also purchased florist bouquet boxes. These are designed for putting the base of a hand-tied (circular) bouquet in. They are made from cardboard and cost approximately 65p in the UK. They are purchased in packs of 20 – 30 and flat-packed for easy storage. You can also buy them in different colours and put your own logo on them if you wish.


Module #2 - Health and Hygiene

What is covered in this module?

Personal hygiene Kitchen hygiene and safety Storage of cut and uncut fruit Consumption dates Washing fruit Refrigeration cleanliness and temperature logs Customer safety - care cards and why they're important

General Information:

Fruit Bouquets are a 'low risk' food business - however, you need to be responsible and hygienic when running this business.

The main aspects that you need to know are:

1. If you're in the UK, register your business with the local environmental health department (this will of course vary from country to country).

2. Go online and take a food hygiene certificate for a retail/food business. This is well above what is required for this type of business, but it only costs about £30 and a few hours online and you'll receive a downloadable certificate which you can show to the environmental health inspector and also it is reassuring for your customers to know that you're certificated in this area.

3. Wash all strawberries and grapes. Make sure you dry the strawberries properly otherwise if you're dipping them in chocolate it won't stick.

4. Rinse the heads of lettuce that you're using. Don't wash the lettuce, otherwise it will disintegrate.

5. Always visually check all fruit when assembling a bouquet to ensure it's the freshest and is not damaged in any way.

6. Keep everything raised off the floor – this includes any deliveries of boxes of fruit/lettuce and cellophane etc.

7. Always attach a food 'care card' to each bouquet - this gives essential storage and safety instructions to customers - without it you could be legally liable!

See my example of a care card that I have used in the past on the next page:


8. Always put a 'best before' or produced date and time on each of your bouquets. This will indicate production time and date.

Please read the attached food and hygiene regulations for anyone working with food.

Personal Hygiene:

PURPOSE: To prevent contamination of food by foodservice employees.

SCOPE: This procedure applies to foodservice employees who handle, prepare, or serve food.

KEY WORDS: Personal Hygiene, Cross-Contamination, Contamination


INSTRUCTIONS:1. Train foodservice employees on using the procedures in this procedure 2. Follow local health department requirements.3. Report to work in good health, clean, and dressed in clean attire.4. Change apron when it becomes soiled. 5. Wash hands properly, frequently, and at the appropriate times.6. Keep fingernails trimmed, filed, and maintained so that the edges are cleanable and

not rough.7. Avoid wearing artificial fingernails and fingernail polish.8. Wear single-use gloves if artificial fingernails or fingernail polish are worn.9. Do not wear any jewelry except for a plain ring such as a wedding band. 10. Treat and bandage wounds and sores immediately. When hands are bandaged,

single-use gloves must be worn. 11. Cover a lesion containing pus with a bandage. If the lesion is on a hand or wrist,

cover with an impermeable cover such as a finger cot or stall and a single-use glove.12. Eat, drink, use tobacco, or chew gum only in designated break areas where food

or food contact surfaces may not become contaminated. 13. Taste food the correct way:

Place a small amount of food into a separate container. Step away from exposed food and food contact surfaces. Use a teaspoon to taste the food. Remove the used teaspoon and container to the dish room. Never reuse a

spoon that has already been used for tasting. Wash hands immediately.

14. Wear suitable and effective hair restraints while in the kitchen.

Cleaning and Sanitizing Food Contact Surfaces

PURPOSE: To prevent food borne illness by ensuring that all food contact surfaces are properly cleaned and sanitized.

SCOPE: This procedure applies to foodservice employees involved in cleaning and sanitizing food contact surfaces.

KEY WORDS: Food Contact Surface, Cleaning, Sanitizing

INSTRUCTIONS:1. Train foodservice employees on using the procedures in this document2. Follow local health department requirements.3. Follow manufacturer’s instructions regarding the use and maintenance of equipment

and use of chemicals for cleaning and sanitizing food contact surfaces. 4. Wash, rinse, and sanitize food contact surfaces of sinks, tables, equipment, utensils,

thermometers, carts, and equipment: Before each use Between uses when preparing different types of raw animal foods, such as eggs,

fish, meat, and poultry Between uses when preparing ready-to-eat foods and raw animal foods, such as

eggs, fish, meat, and poultry Any time contamination occurs or is suspected


5. Wash, rinse, and sanitize food contact surfaces of sinks, tables, equipment, utensils, thermometers, carts, and equipment using the following procedure: Wash surface with detergent solution. Rinse surface with clean water. Sanitize surface using a sanitizing solution mixed at a concentration specified on

the manufacturer’s label. Place wet items in a manner to allow air drying.

6. If a dishwasher is used:

Check with the dishwasher manufacturer to verify that the information on the data plate is correct.

Refer to the information on the data plate for determining wash, rinse, and sanitization (final) rinse temperatures; sanitizing solution concentrations; and water pressures, if applicable.

Follow manufacturer’s instructions for use. Ensure that food contact surfaces reach a surface temperature of 160 oF or above

if using hot water to sanitize.

MONITORING:

Foodservice employees will:

1. During all hours of operation, visually and physically inspect food contact surfaces of equipment and utensils to ensure that the surfaces are clean.

2. In a dishwasher, on a daily basis: Visually monitor that the water and the interior parts of the machine are clean

and free of debris. Continually monitor the temperature and pressure gauges, if applicable, to

ensure that the machine is operating according to the data plate. For hot water sanitizing dishwasher, ensure that food contact surfaces are

reaching the appropriate temperature by placing a piece of heat sensitive tape on a smallware item or a maximum registering thermometer on a rack and running the item or rack through the dishwasher

For chemical sanitizing dishwasher, check the sanitizer concentration on a recently washed food-contact surface using an appropriate test kit.

CORRECTIVE ACTION:

1. Retrain any foodservice employee found not following the procedures in this document.

2. Wash, rinse, and sanitize dirty food contact surfaces. Sanitize food contact surfaces if it is discovered that the surfaces were not properly sanitized. Discard food that comes in contact with food contact surfaces that have not been sanitized properly.

3. In a dishwasher: Drain and refill the machine periodically and as needed to keep the water clean.


Contact the appropriate individual(s) to have the machine repaired if the machine is not reaching the proper wash temperature indicated on the data plate.

For a hot water sanitizing dishwasher, retest by running the machine again. If the appropriate surface temperature is still not achieved on the second run, contact the appropriate individual(s) to have the machine repaired. Wash, rinse, and sanitize in the 3-compartment sink until the machine is repaired or use disposable single service/single-use items if a 3-compartment sink is not available.

For a chemical sanitizing dishwasher, check the level of sanitizer remaining in bulk container. Fill, if needed. “Prime” the machine according to the manufacturer’s instructions to ensure that the sanitizer is being pumped through the machine. Retest. If the proper sanitizer concentration level is not achieved, stop using the machine and contact the appropriate individual(s) to have it repaired. Use a 3-compartment sink to wash, rinse, and sanitize until the machine is repaired

VERIFICATION AND RECORD KEEPING:

Foodservice employees will record monitoring activities and any corrective action taken on the Food Contact Surfaces Cleaning and Sanitizing Log.

The foodservice manager will verify that foodservice employees have taken the required temperatures and tested the sanitizer concentration by visually monitoring foodservice employees during the shift and reviewing, initialising, and dating the Food Contact Surfaces Cleaning and Sanitizing Log.

The log will be kept on file for at least 1 year. The foodservice manager will complete the Food Safety Checklist daily. The Food Safety Checklist is to be kept on file for a minimum of 1 year.

DATE IMPLEMENTED: __________________ BY: ____________________

DATE REVIEWED: _____________________ BY: ____________________

DATE REVISED: _______________________BY: ____________________

FOOD SAFETY CHECKLIST

Date_______________________________________ Observer_____________________________________________

Directions: Use this checklist daily. Determine areas in your operations requiring corrective action. Record corrective action taken and keep completed records in a notebook for future reference.


PERSONAL HYGIENE Yes No Corrective ActionEmployees wear clean and proper uniform including shoes. □ □ ________________ Effective hair restraints are properly worn. □ □ ________________ Fingernails are short, unpolished, and clean (no artificial nails). □ □ ________________ Jewelry is limited to a plain ring, such as wedding band and a watch

and no bracelets. □ □ ________________

Hands are washed properly, frequently, and at appropriate times. □ □ ________________ Burns, wounds, sores or scabs, or splints and water-proof bandages

on hands are bandaged and completely covered with a foodservice

glove while handling food. □ □ ________________

Eating, drinking, chewing gum, smoking, or using tobacco are allowed only in designated areas away from preparation, service,

storage, and ware washing areas. □ □ ________________

Employees use disposable tissues when coughing or sneezing and

then immediately wash hands. □ □ ________________

Employees appear in good health. □ □ _________________

Hand sinks are unobstructed, operational, and clean. □ □ _________________

Hand sinks are stocked with soap, disposable towels, and warm water. □ □ ________________ A handwashing reminder sign is posted. □ □ ________________ Employee restrooms are operational and clean. □ □ ________________

FOOD PREPARATION Yes No Corrective Action

All food stored or prepared in facility is from approved sources. □ □ ________________ Food equipment utensils, and food contact surfaces are properly

washed, rinsed, and sanitized before every use. □ □ ________________

Frozen food is thawed under refrigeration, cooked to proper

temperature from frozen state, or in cold running water. □ □ ________________

Thawed food is not refrozen. □ □ ________________ Preparation is planned so ingredients are kept out of the temperature

danger zone to the extent possible. □ □ ________________

Food is tasted using the proper procedure. □ □ ________________ Procedures are in place to prevent cross-contamination. □ □ ________________ Food is handled with suitable utensils, such as single use gloves or


tongs. □ □ ________________

Food is prepared in small batches to limit the time it is in the

temperature danger zone. □ □ ________________

Clean reusable towels are used only for sanitizing equipment and

surfaces and not for drying hands, utensils, or floor. □ □ ________________

Food is cooked to the required safe internal temperature for the appropriate time. The temperature is tested with a calibrated food

thermometer. □ □ ________________

The internal temperature of food being cooked is monitored and

documented. □ □ ________________

HOT HOLDING Yes No Corrective Action

Hot holding unit is clean. □ □ ________________ Food is heated to the required safe internal temperature before

placing in hot holding. Hot holding units are not used to reheat

potentially hazardous foods. □ □ ________________

Hot holding unit is pre-heated before hot food is placed in unit. □ □ ________________ Temperature of hot food being held is at or above 135 ºF. □ □ ________________ Food is protected from contamination. □ □ ________________

COLD HOLDING Yes No Corrective Action

Refrigerators are kept clean and organized. □ □ ________________ Temperature of cold food being held is at or below 41 ºF. □ □ ________________ Food is protected from contamination. □ □ ________________

REFRIGERATOR, FREEZER, AND MILK COOLER Yes No Corrective Action

Thermometers are available and accurate. □ □ ________________ Temperature is appropriate for pieces of equipment. □ □ ________________


Food is stored 6 inches off floor or in walk-in cooling equipment. □ □ ________________ Refrigerator and freezer units are clean and neat. □ □ ________________ Proper chilling procedures are used. □ □ ________________ All food is properly wrapped, labeled, and dated. □ □ ________________ The FIFO (First In, First Out) method of inventory management is

used. □ □ ________________

Ambient air temperature of all refrigerators and freezers is monitored

and documented at the beginning and end of each shift. □ □ ________________

FOOD STORAGE AND DRY STORAGE Yes No Corrective Action

Temperatures of dry storage area is between 50 ºF and 70 ºF or

State public health department requirement. □ □ ________________

All food and paper supplies are stored 6 to 8 inches off the floor. □ □ ________________ All food is labeled with name and received date. □ □ ________________ Open bags of food are stored in containers with tight fitting lids and

labeled with common name. □ □ ________________

The FIFO (First In, First Out) method of inventory management is

used. □ □ ________________

There are no bulging or leaking canned goods. □ □ ________________ Food is protected from contamination. □ □ ________________ All food surfaces are clean. □ □ ________________ Chemicals are clearly labeled and stored away from food and food-

related supplies. □ □ ________________

There is a regular cleaning schedule for all food surfaces. □ □ ________________ Food is stored in original container or a food grade container. □ □ ________________


CLEANING AND SANITIZING Yes No Corrective Action

Three-compartment sink is properly set up for ware washing. □ □ ________________ Dishmachine is working properly (such as gauges and chemicals are at

recommended levels). □ □ ________________

Water is clean and free of grease and food particles. □ □ ________________ Water temperatures are correct for wash and rinse. □ □ ________________ If heat sanitizing, the utensils are allowed to remain immersed in

171 ºF water for 30 seconds. □ □ ________________

If using a chemical sanitizer, it is mixed correctly and a sanitizer strip

is used to test chemical concentration. □ □ ________________

Smallware and utensils are allowed to air dry. □ □ ________________ Wiping cloths are stored in sanitizing solution while in use. □ □ ________________

UTENSILS AND EQUIPMENT Yes No Corrective Action

All small equipment and utensils, including cutting boards and

knives, are cleaned and sanitized between uses. □ □ ________________

Small equipment and utensils are washed, sanitized, and air-dried. □ □ ________________ Work surfaces and utensils are clean. □ □ ________________ Work surfaces are cleaned and sanitized between uses. □ □ ________________ Thermometers are cleaned and sanitized after each use. □ □ ________________

Thermometers are calibrated on a routine basis. □ □ ________________ Can opener is clean. □ □ ________________ Drawers and racks are clean. □ □ ________________ Clean utensils are handled in a manner to prevent contamination of

areas that will be in direct contact with food or a person’s mouth. □ □ ________________

LARGE EQUIPMENT Yes No Corrective Action

Food slicer is clean. □ □ ________________


Food slicer is broken down, cleaned, and sanitized before and

after every use. □ □ ________________

Boxes, containers, and recyclables are removed from site. □ □ ________________ Loading dock and area around dumpsters are clean and odor-free. □ □ ________________ Exhaust hood and filters are clean. □ □ ________________

GARBAGE STORAGE AND DISPOSAL Yes No Corrective Action

Kitchen garbage cans are clean and kept covered. □ □ ________________ Garbage cans are emptied as necessary. □ □ ________________ Boxes and containers are removed from site. □ □ ________________ Loading dock and area around dumpster are clean. □ □ ________________ Dumpsters are clean. □ □ ________________

PEST CONTROL Yes No Corrective Action

Outside doors have screens, are well-sealed, and are equipped with

a self-closing device. □ □ ________________

No evidence of pests is present. □ □ ________________ There is a regular schedule of pest control by a licensed pest control

operator. □ □ ________________

Washing Fruits and Vegetables

PURPOSE: To prevent or reduce risk of food borne illness or injury by contaminated fruits and vegetables.

SCOPE: This procedure applies to foodservice employees who prepare or serve food.

KEY WORDS: Fruits, Vegetables, Cross-Contamination, Washing

INSTRUCTIONS:

1. Train foodservice employees on using the procedures in this procedure.2. Follow local health department requirements.3. Wash hands using the proper procedure.


4. Wash, rinse, sanitize, and air-dry all food-contact surfaces, equipment, and utensils that will be in contact with produce, such as cutting boards, knives, and sinks.

5. Follow manufacturer’s instructions for proper use of chemicals.6. Wash all raw fruits and vegetables thoroughly before combining with other

ingredients, including: Unpeeled fresh fruit and vegetables that are served whole or cut into pieces. Fruits and vegetables that are peeled and cut to use in cooking or served ready-

to-eat. 7. Wash fresh produce vigorously under cold running water. Packaged fruits and

vegetables labelled as being previously washed and ready-to-eat are not required to be washed.

8. Scrub the surface of firm fruits or vegetables such as apples or potatoes using a clean and sanitized brush designated for this purpose.

9. Remove any damaged or bruised areas.10. Label, date, and refrigerate fresh-cut items.11. Serve cut melons within 7 days if held at 41 ºF or below. Refer to the Date

Marking Ready-to-Eat12. Do not serve raw seed sprouts to highly susceptible populations such as

preschool-age children.

Washing Hands

PURPOSE: To prevent food borne illness by contaminated hands.

SCOPE: This procedure applies to anyone who handles, prepares, and serves food.

KEY WORDS: Hand washing, Cross-Contamination

INSTRUCTIONS:

1. Train foodservice employees on using the procedures in this procedure2. Follow local health department requirements.3. Post hand washing signs or posters in a language understood by all foodservice staff near all hand washing sinks, in

food preparation areas, and restrooms.4. Use designated hand washing sinks for hand washing only. Do not use food preparation, utility, and dishwashing

sinks for hand washing.5. Provide warm running water, soap, and a means to dry hands. Provide a waste container at each hand washing sink

or near the door in restrooms.6. Keep hand washing sinks accessible anytime employees are present.7. Wash hands:

Before starting work During food preparation When moving from one food preparation area to another Before putting on or changing gloves After using the toilet After sneezing, coughing, or using a handkerchief or tissue After touching hair, face, or body


After smoking, eating, drinking, or chewing gum or tobacco After handling raw meats, poultry, or fish After any clean up activity such as sweeping, mopping, or wiping counters After touching dirty dishes, equipment, or utensils After handling trash After handling money After any time the hands may become contaminated

8. Follow proper hand washing procedures as indicated below:

Wet hands and forearms with warm, running water at least 100 ºF and apply soap. Scrub lathered hands and forearms, under fingernails, and between fingers for at least 10-15 seconds. Rinse

thoroughly under warm running water for 5-10 seconds. Dry hands and forearms thoroughly with single-use paper towels. Dry hands for at least 30 seconds if using a warm air hand dryer. Turn off water using paper towels. Use paper towel to open door when exiting the restroom.

9. Follow recommendations when using hand sanitizers. These recommendations are as follows: Use hand sanitizers only after hands have been properly washed and dried. Use hand sanitizers in the manner specified by the manufacturer.

MONITORING:

1. A designated employee will visually observe the hand washing practices of the foodservice staff during all hours of operation.

2. The designated employee will visually observe that hand washing sinks are properly supplied during all hours of operation.

CORRECTIVE ACTION:

1. Retrain any foodservice employee found not following the procedures in this SOP.2. Ask employees that are observed not washing their hands at the appropriate times or using the proper procedure to

wash their hands immediately. 3. Retrain employee to ensure proper hand washing procedure.

VERIFICATION AND RECORD KEEPING:The foodservice manager will complete the Food Safety Checklist daily to indicate that monitoring is being conducted as specified. The Food Safety Checklist is to be kept on file for a minimum of 1 year.



Module #3 - Administration:What is covered in this module?

General order systems Customer order taking and scripts Day book order system Payments and processing Delivery schedule and managing order flow (SEE DELIVERY SECTION)

How to Set Up the Administration for Your Business

There are several elements that you will need to set up for the administration of running a fruit bouquet business. These are:

An order system (by day and by week) to manage your orders easily An order form for completing the order details of both sender and recipient A system for recording and keeping all receipts for products/supplies bought

through your business A delivery system

ORDER SYSTEM:

The most effective order system that I used for running a fruit bouquet business was a similar one which I adopted whilst working in the floristry business. On busy days, the florist would be despatching 600 bouquets - you need a good system to deal with that many orders!

The easiest way of doing this was by using the following procedure:

1. Take the customers details on an order form.2. Transfer the order to the 'day sheet' on which the order will be delivered (you will

notice that on the day sheets I've attached to this training programme that the rows are marked in numerical order. Put the number on each individual order form (that way, it's so much easier to cross reference the individual orders to the main day sheet).

3. Make sure that you process the payment and attach this to the back of the order form

4. You can even write the message cards for each order, place them in an envelope and attach these to the order form ready to be attached to each bouquet that is made.

KEEPING RECEIPTS:

In any business, it is essential that you keep all of your receipts for purchases (as these can be off-set against tax). You can either use a manual system or a book-keeping


system like SAGE or on your computer using EXCEL worksheets. The basic information you'll need on the top sheet is: Number, date, business name, description of purchase, amount etc. Again, to cross reference, just simply number the receipts and cross reference them to the top sheet.


TELEPHONE ORDERS VS ONLINE ORDER FACILITY:

When I set up Tooty Fruity I developed a very simple website showing all my products and took all orders over the telephone - I didn't have an online order facility. It is your choice HOW you want to run your business.

For me, I wanted to pass as much of the front end ordering over to someone else who could take all my orders professionally (I didn't want screaming kids in the background!) and I also wanted my time focussed on just making and delivering the fruit bouquets. This is what I did (but you may want to do this completely differently, it's your choice).

1. I registered an 0845 number (which meant I could divert the phone number to ANY location/phone number of my choice - a good thing if you want to relocate your business when it starts growing).

2. I signed up for a local 'virtual' office who also took my calls and orders (this meant that my home address wasn't used in any marketing or advertising - protecting my privacy - and it also made the business look more professional).

3. Orders were taken during the day (for next day or whichever date chosen) on my behalf using the script I've provided for you below. They were then emailed over to me during the day.

4. Of an afternoon and early evening, I then downloaded all my orders, processed the information, made up all the administration side of the business - writing the orders onto the day book and completing the message cards etc.

5. If there were a huge amount of orders for me to do the next day in the morning and afternoon, I would make up some of the bouquets the night before (storing them in a fridge) and then these would be despatched early the next morning, giving me time to make up the afternoon orders on my return.

Some of the Tooty Fruity suppliers that have joined our organisation since, have wanted to have an on line ordering facility, which is working very well for them. There is very little customer interaction (so that they can get on with their day to day lives) - but please remember that customers do like some kind of personal interaction, especially if this is a new product idea for your area (as it is in many parts of the UK and World).


EXAMPLE OF A CUSTOMER ORDER PROCEDURE / PROCESSING SYSTEM FOR A FRUIT BOUQUET BUSINESS


Customer telephones

Your Order Line Number

Discount Promotion Postcards

Search Engine / Free directory sites

Magazine/

Newspapers Advertising

Referral / Word of Mouth /

Seen Van

Direct Mail – letterbox campaign

Order form completed by call

taker

Wedding Enquiries /

Events – details taken

and meeting set up

Email/phone

person to

arrange a

personal

Order received at kitchen

Order printed and

logged into Delivery

Day Book

Card payment processed

Customer information logged onto monthly sales sheet

1 copy credit card

receipt attached

to order, 2nd copy

into file

Daybook checked on daily basis for next day orders

Ensure correct

quantities of

supplies in stock

Day of order – work to order details

Message card written and put in envelope with information leaflet – attached to bouquet

Check address / postcode details of recipient

Order dispatched for delivery

Order Form

Module #4 - Delivery Procedures


Suggested delivery scripts How to transport your bouquets and arrangements Customer 'not at home' procedure How to manage high demand occasions


Date of Order / /

Customer Name:

Address________________________________________________

______________________________________________________

______________________________________

Town ____________________________________________

County __________________________________________

Delivery Address (if different)

Name of Recipient:

Address__________________________________________________

________________________________________________________

______________________________________

Town _____________________________________________

Delivery TIME:

Payment Details

Name on Card: Card Number:

Type of Card: Start Date: Expiry Date:

Date of Delivery

Message for Card:

Trade A/C or Discount? Yes/No: Company Name: Commission Rate: Yes/No

Order Description: Quantity: Price £

D= DELIVERIES C=COLLECTIONS

DAY: DATE:


DAY BOOK FOR ORDERS & DELIVERIES

JOB NO.

Recipient Name Senders Name

Area Product Delivery Time

Price

1

2

3

4

5

6

7

8

9

10

11

12

13

14

15

EXAMPLE Telephone Script

‘Name of your Fruit Bouquet Business’, Karen Speaking.

Hi, I'd like to order a fruit bouquet.

Ok, great, I can help you with that. When would you like to have them delivered?

Today if possible.

OK, today’s delivery schedule is fully booked sorry. Could we deliver the bouquet tomorrow or the next day for you? (If NO, see 1. If YES, see 2)

1. No, I wanted it delivered today.

I’m sorry that we haven’t been able to help you this time. Please keep us in mind for next time and we’d love to help you.

2. Yes, that would be great thank you.

Alright, can I ask you a few questions and then we can talk about what you'd like to send?

Ok

Ok, May I have your name?

And your Phone Number?

Is there a contact phone number you could give me please?

Who would you like to send the bouquet to?

My niece, Susie Caboose

And her address?

24 Magnolia Road, London,

Have you got a postcode for her address please?

Yes, it’s SE1 2LJ

And her phone number?

(be prepared to explain why you need this phone number as we’d need to contact the recipient if they’re not at home when the product is delivered)


Now you know the address, if today's delivery is going to be a problem, now is the time to discuss the situation.

Is the Fruit Bouquet for a special occasion? It's her 16th birthday.

What would you like the card to say?

Happy Sweet 16, Love Aunt Nancy and Uncle Dan

With your delivery fee, your total comes to £55.65. OK, we can send you a payment request via the Paypal system – have you got an email address?

At this point, explain to the customer that we will send an email request for the payment, they don’t need to pay the amount via paypal as it also accepts credit/debit cards – and is a very secure payment method.

Thank you Nancy, As soon as we receive the payment, we'll take good care of your order and get the Fruit Bouquet to Susie tomorrow afternoon (or the date requested). Is there anything else I can help you with... Do you need to order any Christmas (or Valentine, etc) bouquets?

No, Thank You

Ok, my name is Karen, call me if you think of anything. Have a great day. Goodbye.

Module #5 – Delivery Systems


How to deliver a fruit bouquet (overview) Delivery script and instructions Delivery system information Delivery log Sorry we missed you card (when someone isn’t available to take the delivery)

How to deliver a fruit bouquet:


Fruit bouquets can be kept at ambient temperatures for up to 4 hours, and refrigerated for up to 2 days (if covered). This means that you have a 'delivery opportunity' if you're using an vehicle that doesn't have air conditioning or refrigeration. Usually, fruit bouquets are made within the hour and despatched within the hour - however, this isn't


always possible at peak buying periods and times of high demand - and that's where planning comes in.

There are several considerations when delivering a fruit bouquet:

1. Make sure the fruit bouquet has been refrigerated prior to delivery, so that the fruit is as cold as possible.

2. Place it in large cool bag and use cellophane to 'pad' around it so that it doesn't fall over.

3. Think about what will happen if you deliver the bouquet and the recipient isn't in (make sure that you take the contact name and number for the person who has ordered the bouquet).

4. You can purchase some small 'foot print' boxes so that you're fruit bouquet will stand in them and won't fall over. Alternatively, strap them into your vehicle like children! Use a seat belt. For larger orders/more bouquets, use boxes that you can fit your bouquet into and use off-cuts of cellophane to pack around the bouquet so they won't fall over.

5. In hot weather, consider using cool bags - again, pack the bouquet securely using off cuts of cellophane to ensure that the bouquet doesn't fall over.

6. Always take spare cellophane, scissors, cellotape with you for emergency repairs!

Take the order details correctly at the 'front end' of the order system to avoid misunderstandings and disappointments:

1. Ask if the recipient will be at home when the product is delivered.

2. Ask if the bouquet can be left with a neighbour

3. Ask for the recipients contact details so that you can ring PRIOR to delivery (if it's a surprise, you don't need to tell them what you are delivering - you just need to say that you have a special delivery for them and you want to check the most convenient time for them to receive their gift).Leaving fruit bouquets with neighbours:

4. This is a tricky one. Obviously, it is standard practice for florists to leave bouquets with neighbours if the recipient isn't in - but you're dealing with a perishable food product.


5. Use your common sense. If the neighbour is willing to accept the gift on their neighbour's behalf, check to see when the recipient will be returning i.e. if the neighbour says that they work away or are holiday - don't leave it! Also, if you're dropping it off at 9am in the morning, and the neighbour cannot put it in their fridge, check that the recipient will be back before noon.

6. Make sure you have 'while you were out' cards produced. See below printed card details below for an example.

Leaving fruit bouquets with neighbours:




Delivery Script

What to keep in the vehicle:

Delivery drivers should keep a basic ‘tool kit’ of the following to ensure that the bouquet/arrangements are delivered in the best possible condition:

Spare cellophane Cellotape Scissors ‘While You Were Out’ delivery cards Clean latex gloves Apron Business Cards Special offer postcards for enquiries

Prior to delivery:

Make sure you have all the address details, the contact number of the purchaser/recipient and the product ordered.

What to do if the person isn’t in?

If you deliver to an address and the recipient isn’t available then you have three options:

1. Contact the sender and ask them if they want you to leave it with a neighbour


2. Leave the bouquet with a neighbour – asking them to keep it in a cool place, preferably a fridge3. Return the bouquet back to base and contact the recipient/sender

Never leave a bouquet on a doorstep – unless you have been specifically asked by the sender to do so. Also be aware of how long it is going to be before the recipient returns home to receive the delivery from their neighbour.

Script for delivery a fruit bouquet:

Ring doorbell and wait for an answer:

“Hello, are you Mr/Mrs/Ms XXX?” or “Hello, is there a Mr / Mrs /Ms XXX at this address?”

Make sure that the bouquet is at the correct address and the person receiving it is the correct person.

“This is a fruit bouquet. It’s made entirely of fresh cut fruit – so it needs to be eaten as soon as possible.

“You can keep it in a fridge (covered) for up to two days if you don’t want to eat it straight away.

“But, if you leave it out of a fridge, it does need to be eaten within the next 4 hours.”

Usually this is enough information for the customer. If they want to know what is in the bouquet, then you can explain the different types of fruits used in the bouquet.

If someone asks about the pineapple daisies, you can say:

“Yes, these are made of pineapple (but we keep the centre in, so please just nibble the petals)”

Make sure that the person’s attention is drawn to the business card, so that they know where you’re delivering from – and also so that they can order another one to return the favour!


Fruit bouquets can be kept at ambient temperatures for up to 4 hours, and refrigerated for up to 2 days (if covered). This means that you have a 'delivery opportunity' if you're using an vehicle that doesn't have air conditioning or refrigeration. Usually, fruit bouquets are made within the hour and despatched within the hour - however, this isn't always possible at peak buying periods and times of high demand - and that's where planning comes in.

There are several considerations when delivering a fruit bouquet:

1. Make sure the fruit bouquet has been refrigerated prior to delivery, so that the fruit is as cold as possible.

2. Place it in large cool bag and use cellophane to 'pad' around it so that it doesn't fall over.


3. Think about what will happen if you deliver the bouquet and the recipient isn't in (make sure that you take the contact name and number for the person who has ordered the bouquet).

4. You can purchase some small 'foot print' boxes so that you're fruit bouquet will stand in them and won't fall over. Alternatively, strap them into your vehicle like children! Use a seat belt. For larger orders/more bouquets, use boxes that you can fit your bouquet into and use off-cuts of cellophane to pack around the bouquet so they won't fall over.

5. In hot weather, consider using cool bags - again, pack the bouquet securely using off cuts of cellophane to ensure that the bouquet doesn't fall over.

6. Always take spare cellophane, scissors, cellotape with you for emergency repairs!

Take the order details correctly at the 'front end' of the order system to avoid misunderstandings and disappointments:

1. Ask if the recipient will be at home when the product is delivered.

2. Ask if the bouquet can be left with a neighbour

3. Ask for the recipients contact details so that you can ring PRIOR to delivery (if it's a surprise, you don't need to tell them what you are delivering - you just need to say that you have a special delivery for them and you want to check the most convenient time for them to receive their gift).Leaving fruit bouquets with neighbours:





DELIVERY SHEET

DAY: DATE:


JOB NO.

RECIPIENT LOCATION Bouquet Signed Time

1

2

3

4

5

6

7

8

9

10


Module #6 - Sales and MarketingWhat is covered in this module?

Defining your market - where are they and how do they buy your products? Point of Sale material Advertising Direct Mail/Mailers and Postcards Website Email marketing Customer loyalty Referral Marketing Supporting your brand - business cards, letterheads and brochures

KNOW THE MARKET & YOURSELF!

Before starting a fruit bouquet or gift basket business do make sure you know your local market and get to know if self-employment really is for you.

1) Know yourself.

- Why do you want to start a business? - What necessary skills do you have to run a business?- If you lack some skills and knowledge, it is not the end of the world and you

can always get help and support from local government initiatives that provide training courses etc.

- What are your strengths and weaknesses?- What financial support have you got – many businesses don’t make a profit for

the first year of trading.- What family/friends support have you got – what happens if you have to take

time out of your business, who would run it for you?

2) Know your market.

- Who will buy your fruit bouquets or gift baskets? Identifying your target market and then think about where they go, what they read, what do they do in their spare time/hobbies etc.

- The easy way to define your market is to picture your ideal customer. Think about your friends, family, colleagues, people you meet regularly (your dentist, your hairdresser, your vet, etc.) who you believe are potential customers and fill out a simple matrix (their age, gender, marital status, education level, employment status, income level, location, hobbies, interests, etc.) In the end you will have a profile of your ideal customer.

- Now you are ready to make a plan for how to target your prospects.


Note: Research into both floristry and gift basket sales shows that the most frequent buyers are women between the ages of 26-60 and corporate customers.


There are several primary fruit bouquet markets:

1) Individual Buyers.

- Women (both sending and receiving)- Individuals with private practices such as dentists, accountants, vets,

insurance agents, estate agents, solicitors)- They usually have moderate to upper levels of income

2) Business Customers.

- The corporate market can bring many orders to your door, because they buy all year round and also during peak occasions such as Christmas. They will buy a gift for the following year round occasions:

- Birthdays- Thank you- Retirement- Get well soon- Births- Condolences- Employee recognition

N.B. Before you target the corporate market, please ensure that you will be able to cope with volume sales. One company alone could place orders of 50 – 100 bouquets at Christmas time, if not more!

3) Institutions.

- Educational Institutions such as colleges, schools and universities (for teachers)

- Hospitals. Due to the fact that hospitals are now turning away flowers on wards, the fruit bouquet ticks all the boxes to look good and promote health.

After you have identified your market, decide on your standard fruit bouquet range. Don’t introduce more than 6 bouquets at one time – too much choice can have you running around all over the place! Instead, think about a basic range and vary the size of the product, so that you offer different price points.According to research into gift baskets in the USA, the top five best selling gift baskets are:

1. New baby2. Birthdays3. Thank you4. Get well/Thinking of you5. Sympathy

The top three occasions are Christmas, Valentine’s Day and Mother’s Day.


Other occasions for giving fruit bouquets and gift baskets are as follows:

AnniversariesAppreciationApologyBest wishesCongratulationsEasterHoneymoonHappy New YearI’m sorryNew HomeRetirementWeddingWelcome

You can theme your basic range by adding balloons, bows and different picks such as Thank You, Happy Birthday, Congratulations etc.

Understanding Your Target Market

Defining Your Market:

What happens when you receive a letter, direct mail or an email that has nothing to do with your lifestyle, habits or hobbies? Yeah, that’s right. It goes straight into the bin or you hit the delete key.

That’s exactly what will happen if you don’t target the correct customers when you’re marketing your fruit bouquets and arrangements.

The term ‘target market’ is another definition of a person or group of a certain age, gender and lifestyle preference – who are most likely to buy your product or service.

Let me give you an example of this. A ninety-five year old man in a retirement home, on a state pension is not going to be your target market for buying a fruit bouquet or arrangement. However, a 35 year old woman with children, employed full time, with a home and busy lifestyle is a typical purchaser!

Use the potential buyer’s checklist to determine who you believe to be your potential customers. Think about the people you know – parents at school, neighbours, co-workers, friends, social networks. Once you’ve listed all these people, think about their lifestyles, ages and interests – do they have children? Are they married or single? Do they eat out often?

Once you have this list you can look for similarities.


POTENTIAL BUYERS CHECKLIST

NameLocation (city)Age 18-25 26-33 34-41 42-49 Other _________Marital Status Single / Married / Divorced / Widow or Widower /

living with partnerHow do I know them?

Friend / Relative / Co-worker /Neighbour /Other

Employment Yes / No – full time / self-employed / part-timeHobbies/ActivitiesInternet/computer use

Yes / No

Person who receives flowers?

Yes / No

Person who sends flowers?

Yes / No

Other CharacteristicsComments

Because the fruit bouquet industry is still relatively young, it’s fairly difficult to get hold of reliable statistics. However, it’s very closely related to floristry and also the American gift basket industry.

So, I’ve included for you some facts and figures from various surveys conducted between 1997 and 2008. These are figures from the USA, but they are still relevant as data in the UK market.

Women, ages thirty to fifty, with a household income between $50,000 and $75,000, are the most frequent buyers.

The average price of the best selling basket is $48 Companies account for 37 percent of all sales The top themes are happy birthday, thank you and get well soon (the latter most

appropriate for fruit bouquets) Top three holidays are Christmas, Valentine’s Day and Mother’s Day (the latter

again, being most popular for fruit bouquets)

HOW TO MARKET YOUR FRUIT BOUQUETS


The best marketing for this product is word of mouth recommendations. The product really does speak for itself and no photograph can EVER do justice to how delicious and mouth-watering a fruit bouquet actually is.

Again, I will share with you my own experience of success - you may wish to do things differently and have more success at things I didn't do, it's all choice again - there really no rights or wrongs.

1. The first thing was to get a website built, product photographs taken, business cards produced (I made sure that the business cards had a large photo of a fruit bouquet on it and the reverse stated what occasions were best for giving a fruit bouquet).

2. Because I didn't have a shop with advertising, I bought myself the largest WHITE transit van I could (off Ebay!). I then spent a couple of hundred pounds having very large GRAPHICS of a fruit bouquet placed on both sides, the back and my logo on the front. I picked up about 10% of orders purely through driving around with the van!

3. I wrote a basic press release introducing Tooty Fruity and the concept and sent it to the FEMALE editors of my local daily newspaper. I also made sure they had a delicious bouquet delivered to them personally. This particular newspaper had hundreds of staff working for them and so I also had discount cards produced and distributed to them via their receptionist.

4. I produced an A5 flyer/leaflet that was distributed to households in my area with the local newsletter/ community magazine.

5. I designed and produced a postcard aimed at women who attended local slimming groups (Slimmers World, Weight Watchers etc.) These also had £2 off or a 10% discount.

6. Wedding exhibitions were a great way of generating large orders on set dates throughout the year. I chose to put all my budget into the LARGEST wedding fair in my area (rather than dilute the budget into several wedding exhibitions). I did one exhibition that had more than 2,000 brides through the door and basically booked up orders for most weekends during the summer/autumn of that year.

Hospitals are another great way of getting the product noticed. Doctors surgeries, Dentists, Chiropractors, Chiropodists, Reflexologists, Gyms, Natural Health Practitioners..... Think health and well being and then think fruit bouquets!

Letterhead example:



COPY OF THE TOOTY FRUITY BUSINESS CARD – EXAMPLE:

WORD OF MOUTH/REFERAL MARKETING:



Fruit Bouquet basics:What is covered in this module?

How to make the correct base for all fruit bouquets that you design How to make pineapple daisies How to make the melon centres How to secure fruit correctly How to make a hygienic base for chocolate dipped fruit

See attached CD/DVD for videos on how to make the above fruit bouquets.


Documents

PERSONAL HYGIENE Yes No Corrective Action - Homesteadtrainingbouquets.homestead.com/...Itinerary_1-2-1.docx · Web viewTRAINING MANUAL. FRUIT BOUQUET BUSINESS. Module # 1 - Set