_OUR MON-TRA (MON Mantra) is "Find a home for all orders_ MON Overview: How We Deliver Excellence *Understand the Work Orders in the MON queues are processed but not complete. Each one has a question that must be answered before delivery. Your job: spot what’s missing and finish the order correctly. *Act with Ownership Be proactive, persistent, and precise. Check details, verify facts, and decide on first touch. Each smart action prevents delays, credits, and rework *See the Impact Every queue connects to someone’s important moment. When you work accurately, gifts arrive fresh, beautiful, and on time. That’s what creates an Excellent customer experience. ____________________________________________________________ _Master Queue_ The Master Queue organizes MON work by what matters most. Always start here unless directed otherwise. ATLAS matches issues to your skills, so you see only the highest-priority work. You will learn how to review orders and the various rules associated with florist and vendor orders. _________________________________________________________ _Where the Work Happens_ ASK When a Florist Needs Information A florist can’t finish an order until they hear from us. Maybe they need a price approval, a substitution decision, or delivery details. Your focus: Provide complete answers quickly, so they can design and deliver on time. Tip: Use the three-line note template to capture why, what, and who before you close the message. ANS When We Respond This is where clarity matters most. You’re sending answers that either unlock or delay an order. Your focus: Be accurate and specific. Reference the question, confirm the solution, and document the action taken. Tip: End every ANS with a confirmation line (e.g. “Confirmed delivery for 5/10 with Rose & Vine Florist”). TLO When We Call It Out Some orders don’t transmit automatically and need a personal touch. You contact shops directly to place and confirm the order. Your focus: Call the preferred shop first, then follow the Search Protocol (WIR → SZP → LMF/FAF). If no shop can take it, call the customer to offer a replacement option. Tip: Before removing from queue, complete a “Remove from Queue” to Shop 19712 — billing only. REJ When a Shop Can’t Deliver A rejected order means a customer’s moment is at risk. Your job is to find another shop or a new solution fast. Your focus: Work the Search Protocol in order (WIR → SZP → LMF/FAF). Before cutoff/future dated: Speak to 3 shops / max 10 calls After cutoff or weekend: Speak to 3 shops / max 3 calls If none are available, call the customer to offer a GPT replacement and document fully. Tip: For sympathy orders, always call the florist before transmitting and set a callback if needed. CMON Customer Managed Order CMON – Customer Managed Order Network The CMON Queue holds orders owned by the customer-service team that need follow-up outside the standard MON flow. CMON issues often involve complex customer or vendor coordination. For example, when an order flips from florist fulfillment to a direct-ship replacement. Work CMON only if you are trained and assigned; follow the same accuracy and empathy standards used in MON. __________________________________________________________ _Efficient Florist Communication_ Be clear, confident, and informed. Every detail matters. Clarity builds trust Know the order, understand the product, and be ready to explain changes in plain language. When discussing price or substitutions, state facts calmly and confirm mutual understanding. Your goal: keep the florist informed and the customer's promise intact. *Communication Behaviors Explain why Confirm next steps Approve with confidence *Knowledge Supports Know the occasion Know delivery rules Know substitution & price policies __________________________________________________________ _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 and customers happy. __________________________________________________________ _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 call. 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 if the order was sent through the WIR. Special Instructions or Card Message: ensure accuracy before acting. Fast, accurate responses prevent delivery delays and help keep customer promises. _________________________________________________ Step 1: Review order details and the florist's message. Step 2 & 3: Contact the florist for substitution approval. Step 4 & 5: Check guidelines and update the order using the correct template in ATLAS. Step 6: Close the issue after all actions are complete. _________________________________________________________ _Florist Response Templates_ Article KA-01838-ΜΟΝN - 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. *_Additional Info Needed_* We are actively gathering the requested information from our customer and will update you as soon as possible. We appreciate your patience and your commitment to excellent service! *_Price Change for Additional Delivery Attempts, DLCA on File_* Thank you for your efforts on this order. I've reviewed it and see that a delivery attempt was made, but the recipient was unavailable. To support you, I've added additional payment. Please redeliver the order as soon as possible. We truly appreciate your commitment to providing great service -thank you! *_Price Change for Product_* Thank you for your attention to this order. I've reviewed it and updated its value accordingly. We kindly remind you of our expectation that all orders are filled to their full value without requesting additional funds. We truly appreciate your dedication and the care you put into every order. Thank you for your continued partnership! *_Delivery and Product_* Thank you for your attention to this order. I've reviewed it and updated its value. If you don't service this zip code, please reach out to Bloom Net as soon as possible to update your servicing profile. Keeping your profile updated helps ensure smoother order processing and fewer issues. We appreciate your attention to this and your continued partnership. Thank you! *_Response for Substitution Approval_* Thank you for letting us know about the need for a substitution. To help prevent any follow-ups or delays in the future, please refer to the substitution guidelines located in the Utilities Section of BloomLink. Our goal is to make sure the recipient's gift closely resembles the original order while allowing you the flexibility to make necessary adjustments. If a substitution is made, please send us an INFO message with the details so we can stay aligned. Please know, all substitutions are made at the florist's discretion and are subject to potential customer service issues. Thank you for your care and dedication-we value your partnership! *_Cancellation: Out of Delivery Area_* We understand how important every order is, and we truly appreciate your partnership. If this zip code is outside your delivery area, please take a moment to update your servicing profile in BloomNet so we can better align future orders. If you're ever unable to fulfill an order, kindly reject it as soon as possible this helps us avoid delays and ensures a smoother experience for everyone involved. Thank you so much for your continued support. *_Cancellation:1 Shop Can't Fulfill the Order, Agent Found a New Shop_* We completely understand that situations arise where an order can't be fulfilled. In the future, if you're unable to deliver an order, please kindly reject it this helps us prevent delays and follow-up inquiries, and ensures a smoother experience for everyone. Thank you for all that you dowe truly value your partnership. _____________________________________________________ *_Reject (REJ) Queue_* *What is the REJ Queue The REJ Queue is where orders are sent to be worked when a florist rejects an order because they can’t deliver it, or because the system has automatically rejected it if it hasn't been acknowledged within 60-90 minutes. Orders in the REJ queue need another florist who can deliver. *Time is critical Every minute counts. Rejected orders delay deliveries, risk missing special occasions, and can lead to disappointed customers. Acting fast helps ensure every order is delivered on time and with care. *Reasons for Rejecting Orders Product or Flower Not Available Out of Delivery Area Internal REJ __________________________________________________________ Florist Agreements These guidelines define how we partner with florists and help you resolve customer concerns quickly and consistently. Where the order is going Cutoff Window Delivery Deadline Communication Window *Business/Hospital/School 2:00pm Monday thru Friday 1:00pm Saturday 11:30am Sunday Varies 8 pm *Residence 2:30pm Monday thru Friday 1:00pm Saturday 11:30am Sunday 8 pm 8 pm *All Fruit Bouquet Orders 1:00pm Monday thru Friday 12:00pm Saturday 11:30am Sunday 8 pm 8 pm *International Look in F-11 to understand specific country guidelines; most require 2 business days advance notice Varies 2-3 days ______________________________________________________ *_SUMMARY_* *Always start in the Master Queue It prioritizes the most urgent issues first, especially funeral and early-time-zone orders. *TLO and REJ mean high urgency These orders are unassigned and at risk until you secure a florist or replacement. Act fast and call first. *ASK/ANS moves orders forward Florists wait for our response to deliver, so review details, answer quickly, and resolve on first contact. *Order notes must tell the full story Document who you spoke with, what was decided, and why — before you close or remove any order. *Use Decision Aids to choose the right action Follow policy for substitutions, price changes, and delivery delays, then document clearly. *Fruit Bouquets and Berries require fast, accurate placement Fulfillment options are limited and products are perishable. Confirm eligible shops quickly and offer replacements when needed.