MON (MON MANTRA)

"Find A Home For Orders"

Locating a Florist

If the florist on the order can't fulfill, you need to find a new florist. Start with the WIR, then surrounding zip code (SZP), and last, if there are no other florists found, check the websites Locate My Florist and Find a Florist.

WIR

WIR The first place to look is the WIR. SZP

SZP If there are no florists in the WIR, use SZP to check for florists in surrounding zip codes. When you can't find a florist in the WIR, your next step is to check in surrounding zip codes (SZP). Click the SZP button to search.

LMF/FAF

Websites If you can't find any florists in surrounding zip codes using SZP, try to find one using Locate My Florist and Find a Florist. As discussed in the ASK/ANS lesson, try using Locate My Florist or Find a Florist when you can't find one in the WIR or in a surrounding zip code.

Find a Florist: www.findaflorist.com/

Locate My Florist (LMF): www.locatemyflorist.com

No Florist in Area

No Florist If, after all searching, you haven't found a florist, try to flip to a GPT product. If you don't find a florist in the WIR, SZP, or online, we will not be able to deliver a florist designed product. Your next step is to offer the customer a GPT item.

Before calling the customer, make sure to have a few substitution product ideas ready.

If the customer accepts a GPT replacement: Open an Order Change CSI. Replace with the discussed item on the discussed delivery date. Add detailed order notes. Close with $15 Savings Pass or with credit (if applicable). Follow the Remove from Queue process.

If the customer doesn't accept the GPT replacement and requests a cancellation: Open a Cancel CSI. Add detailed order notes. Close with a full credit and $15 Savings Pass. Follow the Remove from Queue process.

If you get the customer's voicemail: Set up a callback. If working on past dated order, flip to CMON via delivery issue CSI. Follow the Remove from Queue process.

In all cases, this would be an internal exception. Calling a Florist Why the Call Matters Calling ensures the florist has the time, flowers, and components to deliver on schedule.

Not calling can cause: Rejected orders and additional MON messages. Delivery failures and unhappy customers.

Make the Call The Phone screen displays all information the florist needs. Click the info button to learn more.

Call the selected florist using the phone number shown at the top of your screen. Be sure to use the correct outbound call queue. Read the TLO script and share the complete order details. If the florist needs help creating the product, press [F11] to view the Product Description for design and component details.

If the Florist CAN Take the Order Follow the steps outlined earlier. How a TLO Can Be Resolved There are a few ways to resolve a TLO order. Click the info button to learn more.