december 2015

After launching this summer, the new Quality Service Representative (QSR) Program, created to help FTD Florists optimize order fulfillment, has already proven invaluable to members. The program, which will expand in 2016, allows an FTD QSR to work collaboratively with florists. The program has provided many opportunities to improve order fulfillment and identify how to increase profitability while streamlining processes at flower shops.

In ThIs Issue :

•Quality review Program Proving invaluable

•top 5 fulfillment Best Practices

•special Delivery for Military orders

•RedefineLuxury

•Minimize overbuying with top flowers to fill ftD orders

Quality Review ProgramProving Invaluable

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

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Setting the Standard for

Quality Excellence

“The FTD quality scorecard provided helpful analytics highlighting the strengths and

weaknesses of my shop’s operation. Utilizing the data promptly improved our operations, enhanced our customers’ overall experience

and grew our order profitability.”- Michael Azzone, Designs by Guzzardos,

Melrose Park, il

the ftD® Holiday wishes™ Bouquet by Better Homes and Gardens®(15-c6d)

FTD Florists are selected for a QSR review based on the shop’s quality rating, test order performance or FTD.com customer satisfaction scores. During the review, members are provided with key performance metrics that offer an inside look into a consumer’s view of their flower shop, which can help identify opportunities for improvement.

Each florist is also presented with a quality scorecard focusing on three specific metrics—quality rating, refusal rating (rejects and cancels) and customer satisfaction. The scorecard demonstrates how quality order fulfillment can not only improve their local business, but strengthen quality throughout the Mercury Network.

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

Top 5 Fulfillment Best PracticesAt the end of the day, a satisfied customer is what we should all be striving for. When your customer is satisfied, they are likely to make repeat purchases and tell others about their positive experience, which can mean more business for your shop.

Achieving customer satisfaction begins and ends with your fulfillment process and how smoothly it goes from the moment you receive an order through design and delivery. The following best practices can help you improve your processes:

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Consistently Deliver a Quality Product• Aqualityprocesswithchecksandbalanceswillensurethatyouconsistently

provide value to your customer.

• Usepropercareandhandlingtechniques.

• Createdesignsusingthepropercutstageofflowersallowing for 7 days of vase life.

• Designsshouldbecreatedbyaprofessionaldesigner,well-versedin the principles and elements of floral design.

• Participationfromallofyouremployeesinyourqualityprocessesisessential.

UnderstandYourProductUseandSourcing• Understandyourcustomersandtheproductstheywant.

• Understandwhereyourproductcomesfrom,howtoproperlycare for it and its compatibility with other floral products to achieve balanced longevity.

• Testyourproductsforlongevity,qualityandconsistentperformance.

• Donotsubstituteunlessabsolutelynecessary.Ifsubstitutionisneeded, follow the FTD Substitution Policy.

Provide Superior Customer Service• “Thecustomerisalwaysright”isagoodruletoliveby.

Educate the consumer in a positive manner and be the local flower expert.

• Remembereachshoppingexperienceispersonalandeverycustomerwants to be treated as if they are your only priority.

Take Advantage of Technology• Keepingcurrentwithtechnologycanincreasesales,improveorganization,

keep you connected and promote professionalism consistent with industry leaders.

Stay Educated• Staycurrentonconsumertrendsandstyleswithafocusonyourcustomers’

needs and wants.

• Designsshouldbecreatedbyaprofessionaldesigner,wellversedinthe principles and elements of floral design.

Visit FTDi.com/Quality for more information on our quality programs.

for Military Orders

Did you know that you may receive VIP Military orders for fulfillment from FTD.com? These special deliveries are noted in your Mercury order“SpecialInstructions.”

All orders are important and should receive your utmost care. What is unique about these special military orders is that the sender may be active military and deployed out of the country. Their floral gift, entrusted to you to deliver, is one way that the service member can express their emotions while away from home.

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Redefine Luxury

TheFTD®BlushingExtravagance™LuxuryBouquet (LX159)

Delivered SRP: $239.98

SPEciaL DELiVERY

TheFTD®LuxeCollectionisastunninglineofunique arrangements featuring a series of colored and clear glass vases thatshowcaseFTDFlorists’expertdesignskills.Thecollectionoffers a range of price points from $99.99 to $334.99, providing the perfect opportunity to upsell to customers that are celebrating life’s most special moments.

Aswithalltypesofluxuryconsumerproducts,yourcustomerwill expectahighqualityproductandaflawlessexperience.Toassist increatingaluxuriousarrangement,FTDhasworkedwithseveral florists to create specific design tips for the collection.

Hereisanexampleofthedesigntipsavailablefor The FTD® Blushing Extravagance™ Luxury Bouquet (LX159):

•Thisisamixedarrangementandtheflowersshouldbeevenlydistributed throughout the design in their own space with equal balance.

•Preparethecontainerwithproperlyhydratedfloralfoam. secure the foam prior to creating the design.

•Pleasenotethereisnoadditionalfoliageinthisarrangement.

•Createsemi-circlearcheswiththedecorativewire.Attachawoodenpicktobothends of the arches and add to the design after the arrangement is completed.

•DistributethedecorativeLomeyDiamantePinsevenlythroughoutthebouquet.

Visit the Product Recipe catalog at FTDi.com/Quality for design tips for the entire FTD® Luxe collection.

Minimize Overbuying with Top Flowers to Fill FTD Orders

In an effort to improve order fulfillment and member profitability, FTD has completed research to determine what products are most helpful for florists to have on hand in order to fulfill orders sent through the Mercury Network.

Benefits• Minimize overbuying of product

• Improvedabilitytofulfillflorist-to-floristand FTD.com orders

• Improvedcustomersatisfactionforyou and the consumer

The following flower varieties and colors are best to have on hand to maximize your ability to fulfill the best-sellingflorist-to-floristandFTD.comorders.

flowers colors

50 cm standard rosered, Green, orange, Hot Pink, cream, white, lavender, Pink, Yellow

Alstroemeria white, lavender, Yellow, orange, Hot Pink

Asiatic lily orange, white

Aster — Matsumoto Purple, red

Aster — Monte casino Purple

Aster — solidago Yellow

Button Pompon lavender, Green

calla lily white

carnation lavender, fuchsia, Green, orange, Hot Pink, red

cushion Pompon white

Daisy Pompon white, lavender, Burgundy

Disbud Pompon — fuji/spider Green

Double stock lavender, Pink

filler — Buplerum Green, Yellow

filler — sinuata statice Purple, Blue

Gerbera Hot Pink, orange

Gladiolus white

Green — Pittosporum Green Pittosporum

Green — Pittosporum Variegated Pittosporum

Green — salal salal, lemon leaf

Hydrangea Blue

Hypericum Green

iris Purple, Blue

larkspur Purple, lavender

lisianthus — Double Purple

Miniature carnation Pink, white, Purple, orange, Hot Pink, Green, fuchsia, Magenta

oriental lily white

oriental lily — stargazer Pink

spray rose Hot Pink, orange, Peach, cream, Yellow

standard carnation white, lavender

sunflower — Mini Yellow

tulip Purple

Azalea Plant Plants

Dish Garden in Basket Green

Green & Blooming Plants Plants

For great pricing on your fresh flowers and greens, contact your FTD Flower Exchange

Representative at 800.767.4000.

Quality Department contact information800.788.9000 | quality@ftDi.com | ftDi.com/Quality

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