You’re all doing a great job confirming the receipt of your incoming orders, and this has increased our operating efficiency enormously. But we still have a ways to go with delivery confirmations. Only half of our partners have adopted this procedure. Half! So, after a year of politely coaching, we’re  going to take coaching up [...]

99% of our orders are delivered successfully, without incident. The remaining 1% end up in the LOST category. They include fraudulent orders and those contaminated with incorrect addresses, incorrect dates, incorrect phone numbers, and a host of other issues. The following procedures have been in place for several years to help us best handle these [...]

There isn’t a week that goes by that our dispatchers in Seattle are not hammered with calls from distressed customers wondering when their orders are going to be delivered. I’m not referring to cases where a late delivery time has been requested, or when a delivery to a residence has been delayed because no one [...]

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 [...]