MON 1

MON 1

Completed MON Queue Overview MON Queue Overview Completed Welcome to the MON Completed How We Deliver Excellence Completed MON Queues(Current Page) Completed The Master Queue The Master Queue organizes MON work by what matters most. Always start here unless directed otherwise.This is how orders flow into the Master Queue. Accessing the Master & Specific Queues From the ATLAS Welcome Screen: 1.Select [Actions]. 2. Type the queue name in the Find field (MAS for Master Queue, REJ for Reject Queue, etc.) You can also scroll to search 3. Click OK to open the Queue.

Sorting by Time Zone Completed Accessing the ATLAS Log Use the ATLAS Log to review your completed MON 1 issues. From the Welcome Screen, click [Actions]. Type LOG Click OK. Efficient Florist Communication Efficient Florist Communication Communicating with Florists Effectively BloomNet Calls & Florist Codes -Know who you’re speaking with and what rules apply. Florists communicate through messages or calls. -When a BloomNet® florist calls, they’re part of our network, We share delivery standards, pricing, and policies. -Universal florists aren’t under contract, so some rules differ. -Always confirm the florist type before approving substitutions or price changes. This determines what you can authorize. Florist Agreements Florist Substitution Policy -Review the 1-800FLOWERS.COM® substitution guidance and familiarize yourself with the suggested substitutions provided on individual recipes throughout the Design Resource Guide (DRG). (KA-03277) *Florist Substitution Policy Review the 1-800-FLOWERS.COM® substitution guidance and familiarize yourself with the suggested substitutions provided on individual recipes throughout the Design Resource Guide (DRG). DRG Follow the DRG when filling I-800-FLOWERS.COM® orders. Overall shape, size, and style of the arrangement must be maintained. Color Maintain shades and color combinations of the arrangement. Type Utilize similar type flowers (e.g., spike for spike, round for round). Substitutions should be of equal value. Variety Prioritize variety over color in single variety arrangements. Container Use containers listed in the DRG, paying particular attention to style and color. Codified Never substitute codified products unless you receive the express consent of 1-800FLOWERS.COM®. Delivery Delay Request -When a florist can’t deliver today, communicate, confirm, and care.

Same Day Delivery Before Cutoff or Future-dated Orders Check the WIR to see if there are other shops to fill the order. If no shops on the WIR, check LMF and FAF.

If shops are found, call and try to speak to 3 shops, making a maximum of 10 outbound calls.

Transmit the order or FIL the order with the shop as necessary. If there are no shops on the WIR, call the customer for approval.

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 today.
If a shop can deliver today, transmit the order.
If no shops can deliver today, and it's within calling hours, call the customer for approval. If its outside calling hours send an email.
If you get voice mail, leave a detailed message, then approve the original shop's request.

Price Change Request -When a florist asks for a price adjustment, there are certain steps and considerations to follow BEFORE approving the change. Always check the order notes, history, and messages FIRST. Check the WIR to see if another BloomNet florist can take the order: Florist is Found Select the new shop from the WIR. Send the order to the new fulfilling shop. Enter order notes. Cancel with the original shop by sending a message with the appropriate template and details Florist NOT Found Use SZP to expand the search. Select [WIR]. Select [SZP]. Choosing each zip code from the top of the list (the top florist is closest to the zip code on the order) will give you a new list of florists to send to.

International Florist NOT Found -Approve the price change. -Send the appropriate price change template to the original fulfilling shop

Answering Call for Price Change -Price change requests transmitted electronically should be submitted through an ASK message. Price changes requested by phone by shops calling us can be approved for up to $10 without having to send an ASK message.

Same Day Delivery -Before Cutoff/Future Dated Check the WIR for other shops to fill the order. -order. -If a shop is available, transmit the order. -If not, approve the price requested. -If the price is 50% of the merchandise amount or lower, you may approve the price change. -If the price is more than 50% of the merchandise amount, approval of a team leader/supervisor is required. Their ID must be in order notes. Write it Right - Messaging That Moves Orders -Click on each image to read the scenario. Choose the version of the message that’s clear, respectful, and complete. Then read and discuss why it works.

Activity Continued: Write it Right - Messaging That Moves Orders Clear Message Examples

Mercury and Bloomlink Message Entry (MME) Mercury and Bloomlink Message Entry (MME) -Messages sent through MME often reach these florists directly via the Bloomlink system, so accuracy and tone are essential. Your message becomes their instruction. The letter cases in the MON interface are sentence cases however, when messages are sent thru an MME, you are still unable to switch the cases to proper capitalization.
Use MME to send accurate messages and keep orders visible. The MME function lets you send a message while keeping the order in the queue. Use it when you need to follow up later or wait for more information In progress Knowledge Check: Messaging That Moves Orders In progress Identify Message Type & Florist's Code In progress Activity: Active Listening & Clear Communication In progress Knowledge Check: Working the MON Queue In progress Summary: MON 1 - Working with Care and Precision SUMMARY Start in the Master Queue to focus on the highest-priority issues first. Avoid blind messages: Give full context so florists can act without delays. Know your queues: ASK, ANS, REJ, TLO, and CMON — each has its own purpose. Document accurately: Notes should tell the full story — who, what, and when. Communicate clearly and respectfully: Listen first, stay calm, and explain why and what needs to happen. Close the issue once resolved to keep queues current. In progress

Working ASK & ANS Queues Working ASK & ANS Queues Florists use the ASK and ANS queues to share updates or ask questions about an order.

They will not deliver the order until they receive a response from us, so these issues must be worked quickly; ideally resolved on the first contact.

Florists could ask us about anything. As with any queue, always review the order details before responding:

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

Fast, accurate responses prevent delivery delays and help keep customer promises. In progress Working the ASK and ANS Queues In progress Florist Response Templates -Response templates ensure clear, professional, and consistent communication with florists. They help you quickly handle common situations like cancellations, payment disputes, price changes, and substitutions, saving time and reducing errors. Standardized responses prevent confusion, avoid delays, and keep orders running smoothly for both florists and customers. In progress Decision Aids: Making the Right Call Use these decision aids to guide quick, accurate choices when florists request a substitution, price change, or delivery delay.

Always review the order details, confirm the guidelines, and document your decision before approving or escalating.

Substitution Guidelines -If the request does not meet these guidelines, check the WIR for another shop. -If no shop can fill, contact the customer for approval. -Always leave detailed notes explaining what was approved and why. The product is of equal value and similar style. The colors and design stay close to the original.

The item fits the occasion (never change sympathy products to vendor items).

Price Change Process If the change exceeds limits or breaks policy: Escalate to a supervisor for review. Document the details and decision clearly in the order notes. Always write messages that are factual, polite, and easy for the florist to understand. Approve a price change if: The amount is within BloomNet’s $10 limit for same-day delivery. The florist can deliver the next day, not later. The florist’s request follows the guidelines in the MON Solution Matrix (KA-01676). Remember to use templates: KA-01838 - MON - Florist Response Templates. The customer agrees to the delay.

Delivery Delay Approve the delivery delay only when:

If the customer cannot be reached: Leave a voicemail with an apology and new delivery date. If voicemail is not available, approve next-day delivery and email the customer if trained. Enter detailed notes on all contact attempts.

Handling Substitutions When a florist requests a substitution, follow these steps to decide and act correctly.

Review the Request -Check the message from the florist to understand what is being substituted and why. Review the order details, delivery date, and any special instructions or card messages to confirm if the change fits the occasion.

Remember: Customers expect the arrangement to look like the image they ordered.

Follow the Substitution Guidelines -A substitution can be approved only if it meets all of the following: Product is as similar as possible in type, color, and style. Substituted components are of equal or greater value. The overall design and sentiment match the original order. Sympathy products may never be changed to vendor or non-floral items.

If the substitution request meets these rules: Leave detailed order notes. Send a message to the florist using the Substitution Approval Template.

Order Notes Example: -BLOOMFIELD FLORIST ASKED TO SUB YELLOW VASE FOR CLEAR VASE. APPROVING THE SUBSTITUTION. DO NOT CHARGE THE FLORIST BECAUSE THEY FOLLOWED OUR GUIDELINES.

If the Request Does Not Meet Guidelines Same-Day Delivery - Before Cutoff -Same-Day Delivery – After Cutoff Check WIR for available shops. If shops are found, call to confirm they can deliver same day. If no shops can deliver, check SZP (Surrounding Zip Codes) and call up to 3 shops to locate one that can deliver today. If none can, call the customer for approval and leave a voicemail if routed. Approve the original shop’s substitution if the customer is not reached and time is critical.

Document Everything -Record in order notes who you spoke to, what was discussed, and what was approved or denied. Use clear, factual language so anyone reading can understand the full decision trail.

What do we NEVER do? -If you are working on a Sympathy order, NEVER change it to a vendor product.

In progress Locating a Florist f 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

1. WIR The first place to look is the WIR.

SZP 2. SZP If there are no florists in the WIR, use SZP to check for florists in surrounding zip codes.

LMF/FAF 3. 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.

No Florist in Area 4. No Florist If, after all searching, you haven't found a florist, try to flip to a GPT product. In progress Knowledge Check In progress How to Send a Price Change Message How to Send a Price Change Message

Open a CSI based on the issue (i.e. Quality Issue) then:

1.Under Select Action Type, select Message to Fulfiller.

2.Select Order Change Information to the Florist from the popup box that opens. 3.input the new price being paid out to the florist in the field under it.

4.Write a message to the florist explaining why there was a price change.

5.Click Send Message. In progress

Delivery Delays Delivery Delays When a florist cannot deliver today, act quickly to confirm the next best solution. Review the Situation -A florist may request to deliver the order the next day instead of the original date. -Customers expect timely delivery, so we must communicate and confirm before approving any change. -Never change a sympathy order to a vendor item to accommodate a delay.

Customer Contact Process -Always follow this contact order to resolve the issue on the first touch: Call the customer using the primary number on the order. If no answer, call the alternate number (if listed). If still unsuccessful, email the customer if you are email-trained. If you are not email-trained, notify your supervisor so an email can be sent on your behalf.

If the customer approves the delay: Call the recipient to let them know about the new delivery date. Process an Order Change CSI to update the delivery date in ATLAS. Leave detailed order notes summarizing the conversation. Close the CSI.

If the customer declines the delay: Apologize sincerely and process a Cancel CSI. Document the interaction clearly. Offer to read the card message if appropriate (for customer care).

If the Customer Cannot Be Reached -If the customer cannot be reached after all attempts:

Leave a voicemail with an apology and the new delivery date. “We’re very sorry that your order will be delayed. Delivery is now set for [new date]. Please call us at 866-521-8030 if you have any questions.” If there is no voicemail: Approve next-day delivery to keep the order moving. Email the customer if trained, or contact your supervisor to request an email be sent. Record detailed notes in ATLAS, including all contact attempts and your decision.

Documentation Standards -Every action should be notated clearly: Who you contacted (customer, recipient, or florist). What was approved or declined. The updated delivery date.

Key Reminders Delivery delays must be limited to one day only unless directed otherwise by leadership. Always act with empathy. An apology and proactive call protect customer satisfaction.

Notes: If you are working on a Sympathy order, NEVER change it to a vendor product. In progress Common ASK Issues In progress Resolving Issues & Writing Clear Notes In progress Resolving by Action Type In progress Vendor ASK Messages In progress Knowledge Check: Putting It All Together In progress ASK Escalation Queue In progress Knowledge Check: ASK Escalation Queue In progress ASK Sub-Queues In progress ASK/ANS Activity In progress TLO (Telephone Outplacement) Queue TLO (Telephone Outplacement) Queue In progress TLO Queue Overview In progress Contacting the Florist Listed In progress Contact the Florist Listed In progress Locating a Florist In progress Calling a Florist In progress Remove from Queue Process In progress Knowledge Check: TLO Queue In progress REJ (Reject) Queue Reject (REJ) Queue In progress What is the REJ Queue? In progress Locating a Florist In progress Resolving a Reject Queue Order In progress Reasons for Rejecting Orders In progress Calling a Florist In progress Knowledge Check: REJ Queue In progress REJ Activity: Rejected Funeral Arrangement In progress REJ Activity: When a Florist Reconsiders In progress Fruit Bouquets & Shari's Berries MON Issues Fruit Bouquets & Shari's Berries In progress Working Fruit Bouquets & Shari's Berries MON Issues In progress Knowledge Check: Fruit Bouquets