What Can You Learn From FTD and 1800Flowers??


2 weeks ago was Valentines Day and the weather in the Northeast was terrible…

Snow and ice covered the roads for most of the day.

The problem was that FTD and 1800Flowers had promised their customers “guaranteed delivery.”

As you guessed many of those orders where late, flowers were dead or undelivered…

This led to a social media beat down from their customers… There were so many negative tweets that it was a story on the local news…

Here are a few of the unhappy tweets –

Peter Kim ‏@mrpeterkim  Feb 15 @ftdflowers a loyal customer for 6 years, this experience is making me rethink your services for future occasions.

KWH ‏@kwh1183  Feb 15 @ftdflowers no resolution as of 11:20 central. No flowers received and even got salt in the wound that delivery actually happened via email

patrick parks sr ‏@pjuansr72  Feb 15 @1800flowers @pjuansr72 was very disappointed being my first time ordering from you guys 4 my order not 2 show up at my wife work very upset.

kathlyn watson ‏@kathlynn_mariee  Feb 13 #1800flowers @1800flowers this is absolutely PATHETIC .. My fiancé who is overseas is mortified right now. #appauled pic.twitter.com/Cm5kfDHaVq


If you search Twitter today you will still find people complaining about their experience…

I know you’re sitting there saying that the customers are being unreasonable – the weather was out of your control…

I agree and I think most of your customers will agree also –

But and it’s a big BUT –

Your apology must WOW them… Turn this situation into an opportunity to shine.

Make the apology so AWESOME that your customers can’t wait to tell it…

The news report that night could have been about what a great company FTD or 1800Flowers is, rather than how they failed…

What do you do if something is backordered, you need to reschedule an installation or you have a service call?

You have a chance to do something memorable… Are you?

I would love to hear how…

Twitter Does Work – I’ll Prove It…

I’ve had a lot of success with Twitter.  I love this platform because it’s so easy to engage potential customers…

Here is a screen shot of a conversation that I had last week with an interior-decorating firm in Chicago.

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Click on Image to Read the Conversation.

This Twitter conversation lasted maybe 10 minutes… Did I make a penny from it – no… Did I just create a raving fan – You Bet!!

Space Design does residential and commercial projects and has been in business since 1970 –

Do you think they have a few contacts??

Is it possible they recommend me for hardware on a future project?? Maybe…

Whether they do or they don’t is not important –

What’s important is Space Design considered me a resource and hopefully their 250 followers will too… Do you see how Twitter takes “word of mouth” to the next level?

Want another example?

I spent 2 minutes searching “organizing my closet” This is what I found –

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Click to Enlarge.

If this isn’t a possible customer I don’t know what is??

My search found 3 more potential customers –

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Click to Enlarge

To keep things in perspective this is a national search – you might only find one lead per day in your local market :0)

If this isn’t proof that you might want to add Twitter to your marketing mix, than I don’t know what is…

I would like to mention that I ripped off the idea for this post from the Great Gary Vaynerchuck… He recently did this with real estate agents – Here’s a link to his post.

I help individuals and organizations to be successful… If you have any questions about social media or hardware please contact me at 347-723-7433 or email me at richdemarco@optonline.net

A Simple Social Media Strategy for 2013

getting social in 2013

This is the year, you know it’s important but you don’t have the time…

When you finally do sit down to begin your social media efforts you don’t know where to start – I know it’s frustrating and believe me you’re not alone!!! – Queue the theme song from X-Files…

Here are 5 tips to jump start your social media goals in 2013…

  1. Put it on the calendar. – Yes that’s right you need to create a schedule!  You wouldn’t blow off an appointment with a potential client so why blow off an opportunity to reach many potential clients… I find scheduling my social media efforts after hours allows me to be the most productive.
  2. Who is your audience? – Narrow your audience down and be as specific as possible.  That will make it easier to connect… Think about a networking event – is it easier to address the entire room or a small group of two or three people?
  3. Where does your audience hang out? – To get the most out of your efforts concentrate on the platforms that will lead to the most interaction with your potential customers.  Anyone in the closet or cabinet industry that is not on Houzz yet is really missing the boat!!
  4. Create content that is important to your audience. – You know who they are and where they hang out so now it’s time to create content that they care about.  Think about questions that you are asked throughout the week – can that be turned into a blog post?  Common problems that your customer faces – there’s another post… Put yourself in your customer’s shoes and show them how to organize them… Sorry bad closet joke, but I couldn’t resist.
  5. Interact with your audience. – As your audience grows they will begin to ask questions… This is the beginning of a sales call.  Respond honestly and quickly, ignoring these inquiries will have the opposite effect.

I hope this is the push you need to get started.  Pick a platform, get registered and begin getting social in 2013!

I help individuals and organizations to be successful… If you have any questions about social media or hardware please contact me at 347-723-7433 or you can email me at richdemarco@optonline.net.

Getting Pinned – What does it mean to you?

No I’m not referring to your high school sweetheart, or that episode of Happy Days… Today getting “pinned” or “repinned” is all about one of my favorite social media sites – Pinterest.com

For those of you that don’t know what Pinterest is –  This is a site that allows users to group and share photos by creating virtual cork boards and “pinning” items to those “boards”… Did I lose you?

Take a look at my Pinterest profile –


You can see some of my “Boards” – “Sliding Doors”, “Organization Ideas”, “Closets” etc…

Each photo is a “Pin” – you can upload a pin from your computer, or you can pin a photo from anywhere on the web…

Why do you care and what does this all mean for your business?  Glad you asked…

According to Freebase.com Pinterest is the 3rd largest platform on the web behind only Facebook and Twitter…

Ask yourself –

Is this a place your potential customers are hanging out?

Do your competitors have a presence on this platform?  If they don’t today, they will tomorrow…

Users of Pinterest typically pin vacation spots, recipes and of course photos of their dream home complete with great kitchens, closets, and garages… See where I am going with this…

Each one of your pins that gets “repinned” to a potential customer’s board should link back to your website… Maybe it links back to your blog or your “contact us” page…

The best part is this is all free – all you have to do is create your presence…

Need some inspiration – check out some of our professional partners’ boards –

Click to see all of Closets Daily’s boards.  

Click to see all of NAPO’s boards.  

Get started today, and have fun with this – Pinterest is a great place to show your brands personality!

For those of you already on Pinterest – what has your experience been like?

I help individuals and organizations to be successful… If you have any questions about social media or hardware please contact me at 347-723-7433 or you can email me at richdemarco@optonline.net

7 Reasons you should be Using Houzz…


Have you created your profile on Houzz.com?  Not yet?  Allow me to motivate you –

  • There are 6 million unique users on Houzz
  • There are 3 million idea books created on Houzz

What’s an idea book?  Good question – it’s an online folder that you can add photos to.  You can than share these idea books with friends, family or contractors.

  • 2 million people have downloaded the app.
  • Houzz users are actively looking to remodel or rebuild.
  • 57% of Houzz users plan to hire a contractor in the next two years.
  • 68% of homeowners go to Houzz to plan their projects.
  • Increase traffic to your site…

Houzz is the perfect platform for you to show off your expertise, show off your past projects and build your brand.

Have I convinced you to join?

Not sure where to start?

Join Denise Butchko and I for a free webinar on Friday, September 28th.  You will learn tips and tricks on using the top social media platforms.  Hope to see you there.

Click here to register.