MON

MON-TRA
= find a home for all orders

How We Deliver Excellence
1. Understand the work
= processed but not complete
2. Act with ownership
= proactive,= 
 precise,= Every word Count
 personal= Keep Connection in every interaction
3. See the Impact
= gifts arrives fresh, beautiful, and on time. that's what creation an Excellent customer experience.

Four Queues
Ask= when a florist needs an information
Ans= when we respond
Tlo= when we call it out
Rej= when a shop can't deliver 


Master Queue
Funeral orders, time zone, occasion, delivery date


Sort by Time Zone

Atlas log
1. From the welcome screen, click action
2.type log
3. click ok


Florist Communication

 Be clear, confident, and informed. ebvery detail matters.


Bloomnet Calls & Florist codes
= know who youre speaking with and what rules apply
Florist communicate through messages or calls.

BloomNet (P) Florist
Universal (U) Florist

Florist Agreements
-Where the order is going
-Cutoff window (recipient timezone)
-Delivery Dedlines
-Communication Window


Florist Substitution Policy
DRG =  shape, size, and style of the arrangement mst be maintained
Color= maintain shades and color combinations of the arrangement 
type= Utilize similar type flower
Spike= round for substitution should be of equal value.
Variety= prioritize variety over color in single variety arrangement.

Delivery Delay Request
= when a florist cant deliver today, communicate, confirm and care


Same DAy Delivery after Cutoff
= Call and speak to 3 shops, making a maximum of 3 outbound calls, to find a shop that can deliver the order todayu.

Price Change Request
= when a florist asks for a price

Write it Right
1. Replacement
2. Cancellation Message= a customer received the wrong item
3. Lack of Information= a florist receives a vague message with no context.


Mercury and Bloomlink Message Entry  (MME) 


Delivery Date: confirm timing and urgency
Order Notes & History: check what actions have already been taken
Message: see what other actions have been taken
Special Instructions or Card Message: ensure accuracy before acting.

Florist Response Template
= they help you quickly handle the common situation like cancellation, payment dispute, price changes, and substitution
Ask
Ans
Can

Decision Aids
Making the right call
= to guide quick, accurate choices when florist request a substitution, price change or delivery delay.

Substitution Guidelines
= The product is of equal value and similar style
= he color and design stay close to the original.
= The item fits the occasion (never change sympathy products to vendor items).

Price Change Process
= THe amount is within bloomnet $10 limit for same day delivery
= florist follow guidelines in MON solution Matirix (KA-01676)
=REmember to use template: KA-01838

Delivery Delay
= the florist can deliver the next day.
=


Handling Substitution

Steps to Decide and act correctly of Florist
1. Review the request
2. Follow the substitution Guidelines
3. if the request does not meet guidelines same-day-delivery- before cutoff
4. Document Everything
5. what do we never do?

Locating a Florist
= 
WIR
= the first place to look is the WIR

SZP
= if there is no florist in the WIR use SZP to check for florist in surrounding zip code

Website
=  a discussion and ask lesson try to  find one
 
No florist in Area
= if after all searching you haven't found a florist, try to flip yo a GPT product.


PRice Change Message
1. Message to fulfiller
2. order change information to the florist
3. price change box and input new price of being paid out to the florist
4. message the florist explaining why there was a price change 
5. send message

Delivery Delay
- Review the situation
- Customer Contact Process
- If the customer cannot be reached
- Documentation Standard
- Key Reminders = delivery delay must be limited to one day only.

Common ASK Issues
= ASK message can include special cases that require extra attention

1. Need Information
2. Identical orders
3. Florist requesting payment

Resolving Issues & Writing Clear Notes
= completely and document every action clearly. very issue must be fully resolved before it leaves your queue.