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 interacton
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...