What Can You Learn From FTD and 1800Flowers??

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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

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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…

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