Everyone Wants Their Candy
May 5th, 2008 posted by jim
We occasionally need to issue refunds because candy was overlooked and not delivered as part of an order. Tonight I received the following message in response to an apology I had sent to a customer whose order was shorted. As it clearly implies, for some customers, the balloons without the candy miss the mark big time.
Thank you for the refund. However I think the delivery company should also have to refund part of the delivery charge. I forgot to ask for this, when I talked to you this afternoon. Thank you for your consideration. And can you tell me who delivered them in Tulsa, so I will be sure as not to use them at anytime.
We don’t have a partner in Tulsa — I changed the name of the city to avoid embarrassment. After all, we’ve all “forgotten the candy”. Please reevaluate your dispatch procedures and make sure you have a system in place that reduces the chances of a delivery oversight, not only for candy, but for every item on the customer’s order form.
May 5th, 2008 at 8:23 pm
On a separate page, I like to print a photo of the bouquet and a photo of the candy (if candy has been added to the order). I do this because I too once forgot to add candy to a BP order. The extra trouble is better than the embarressment of forgetting about the candy - not to mention the price of gas to make a re-delivery of candy.
June 20th, 2008 at 2:21 pm
This last Valentine’s Day, a BP order had us delivering for a Grandma to one address, but 2 bouquets each with candy. We didn’t forget the candy but had to go back because the mother called us “The two bouquets have become tangled together!” The children were upset, the mother was frustrated. “No problem,we’ll be right there!” As we entered the foyer, there on the floor sat the two tiny tots with sad expressions, who looked like they clearly had been in a tug of war. With a big smile, I said “We’re the balloon doctors!”
The reason this happened was because we put the two candy bags into the BP gift box together (because the client had not paid extra for another box). When we made the delivery, our intention was to separate them and take them out of the gift box, but the maid said, “Leave it like that…I’ll take it to their room.”
This was a learning lesson for us, but because we acted quickly, every one was happy. In fact, the mother has ordered from us directly on 3 other occasions since!