After last weeks blog about "A Week In The Life Of..." was such a success, Victoria asked me to report back on what's been going on in the last week in the BG office.
How I Helped A Customer
Our customers sometimes get confused selecting a shipping method and delivery date. On one of the orders placed last Friday I noticed a comment saying ‘please deliver ASAP, daughter’s 18th Birthday on Saturday’. Our Customer selected the next working day delivery option instead of Saturday delivery. Saturday delivery is special service and costs a bit more than the usual working day delivery. I contacted the sender of the gift right away and informed her that with the option she had selected the delivery wouldn't take place until Monday. She was very pleased that I contacted her and was happy to upgrade the delivery to Saturday. I also contacted her daughter as well just to double check if she was available to receive her gift on Saturday. Our customer emailed us saying how pleased she was with our service and that her daughter was absolutely delighted with the gift basket.
Something Nice/Rewarding That Happened
It’s always rewarding to receive nice feedback/comments from a customer that you dealt with personally. Here is one we got today:
"I had a lovely experience using Baskets Galore. I was contacted the minute I purchased the basket and I then realised I had not booked for next day delivery as I had thought, this was then rectified within a few minutes. The basket arrived today and is fantastic. I chose a basket for a man and it's absolutely fantastic.I would highly recommend Baskets Galore to anyone. I love the fact the baskets are unusual, at a great price and have fast delivery options. I dealt with Roma who was a pleasure to deal with. I will definitely be shopping with you again. "
Something Difficult/Frustrating That Happened
The May Day bank holiday is coming up on Monday 04th, so unfortunately there are no collections or deliveries on this day. We had a couple of orders placed with preferred delivery days of Tuesday 05th May. To deliver gift baskets on Tuesday, baskets have to be dispatched on Friday. We do not dispatch perishable baskets on Fridays as instead of arriving overnight they arrive on Monday, and in this case Tuesday. We want our baskets to be received in optimum condition & prefer to send perishable ones on an overnight service. We contacted these customers advising them of our concerns and offered an alternative delivery date.
Something Funny That Happened
Today we are sending an apology basket from a hotel to one of the guests who stayed there, apparently the bathroom roof fell off in their room. Is this funny? Probably not, but it is really unusual for sure!
Best Reason For Sending A Gift Basket
April seems to be a filled with birthdays, we are dispatching loads of birthday baskets this month. Actually I am sending one myself today for my friends 30th Birthday. I chosen Cheesy Birthday basket as she is a real cheese lover and I am sure she will love it.
Most Excited Purchaser/Recipient Of A Gift Basket
We received a call from lovely lady in Ireland today, she was over the moon with the contents and presentation of the basket that she just had received. She said she didn’t know who sent this lovely gift basket to her. I advised her to look more closely in the basket and open a white envelope where gift card with personal message is placed. She was reading it for me aloud on the phone, it brought her to tears from excitement. It was a gift from her son and family in Australia whom she hasn’t seen for a year now. This phone call definitely made my and everybody in the office were excited too.