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Jul
2016
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Grow Customer Satisfaction with Delivery Confirmations

Is your shop offering real-time delivery confirmations? If not, you might be shortchanging your business. According to an FTD.com survey, delivery confirmations are a top reason that floral customers reward shops with repeat business.

“Real-time delivery confirmation is a must,” said Italo Paris of Ital Florist in Toronto, ON. “Not only for us internally so that we know exactly where we stand with our deliveries at any given time, but clients love it.”

As an FTD Member Florist, you should be sending delivery confirmations by 7 p.m. local time, on the same day of delivery, after the customer receives the delivery. However, there are a number of reasons to send them real-time:

  • In today’s digital environment, customers have come to expect that they’ll receive real-time delivery notifications because they automatically receive them from major players such as Amazon and Target.
  • When a customer receives a delivery confirmation at the end of the day, they might believe that their bouquet has just been delivered, even if in reality it arrived at the recipient’s home much earlier.
  • You can actually save yourself time by doing real-time or more frequent delivery confirmations because you’ll eliminate follow-up calls and emails checking on order status.
  • Sending confirmations when the product is delivered can help protect you against non-delivery claims and canceled orders.

“At the end of the day, we’re a service industry,” said Keith Harbison, FTD’s Quality Manager. “Delivery confirmations really help drive higher customer satisfaction ratings.”

FTD Member Florists who utilize the FTD Mercury Point of Sale system can take advantage of the FTD Mercury Mobile module and its newly enhanced delivery confirmation features. The smartphone-based program allows drivers to confirm deliveries while they are still on the delivery route, take pictures of where an item was delivered, upload pictures to the Mercury system and record the driver’s latitude and longitude when an item was delivered. Recipients can also sign for their deliveries on the driver’s phone using a finger or stylus.

To learn more about FTD Mercury Mobile, contact FTD Technology Sales at 800.767.3222. If you would like additional information on delivery confirmation best practices, please email QSR@FTDi.com to connect with our Quality team.

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