Comments on: Annecdote: Tea Time

By: Dara Bell

Dara Bell — Tue, 02 Feb 2010 18:15:09 +0000

This post has struck a massive cord with me. I am having all sorts on trouble with consumer goods lately, a bike and and coat. Why cannot they assume that as customers we have more rights and offer us customer service we deserve.

We are allowed to ask for things we might not be right are allowed and entitled to this information. If it was a private box in the Met then fine in your case, maybe privacy is an issue. In the UK we have the official secrets act which to me is the most abused piece of legistlation I have come accross. Such laws aquates to We Will Do Less For You Not More.

By: rebekah donaldson

rebekah donaldson — Wed, 02 Dec 2009 20:03:34 +0000

As I was reading this I was cringing… thinking it might turn out to be a cheesy tactic by a PR firm or someone who wants to write for MP or something. Phew.

By: bethharte

bethharte — Mon, 16 Nov 2009 23:18:31 +0000

So my side went down like this:

Saturday (1:38pm): A phone call from “Unknown.”

Saturday (1:39pm): A voice mail from FTD asking me to call them, but not saying why. (They were “Unknown!” Pretty funny, eh?)

Saturday(1:40pm) an email from FTD asking to tell Ann who sent the gift. (I, of course, said yes because I couldn't figure out why my name wasn't on it.)

Saturday (3:56pm): An email from FTD saying “Thank you for the feedback.”

Huh?

That's why I emailed Ann directly…sometimes you just can't count on automation.

By: bethharte

bethharte — Mon, 16 Nov 2009 23:08:46 +0000

LOL! It wasn't me, man… I only send nice gifts!

By: bethharte

bethharte — Mon, 16 Nov 2009 23:07:56 +0000

LOL! Hey man, that wasn't from me… I only send good gifts!

By: Preston Ehrler

Preston Ehrler — Mon, 16 Nov 2009 17:44:28 +0000

I think it's great that you got someone on the phone on a Saturday! But I can empathize with FTD–that poor girl was just caught in the middle, it seems.

By: Livepath

Livepath — Mon, 16 Nov 2009 15:22:19 +0000

Years ago when I was building the interactive services division of 800-flowers we had this problem all the time. In these instances, where there is no gift card, the first response from the rep should always be to check the record and offer to contact the sender so s/he can identify themself to the recipient. Typically, if a sender wishes to be anonymous, that will be entered into the record but for exclusively online records, it's not typically captured.

Sadly, there have been lawsuits over CS reps divulging private order information. It is common for people to want to be anonymous... Hence the resolve not to share.

We'd also frequently get calls from people citing an order ID number from email or a receipt they found wanting to know what was sent and to whom. This was often a wife, calling to figure out what their husband sent to a friend, employee or lover. D'oh!

Glad the rep did the right thing, in the end. But what a pain! Hope you enjoyed your tea!

By: annhandley

annhandley — Mon, 16 Nov 2009 12:16:37 +0000

I don't know about moral integrity.. but thanks, Chris.

In truth, Danielle was perfectly polite; I can't fault her for anything she said or did. The drama was all on my side. And largely internal!

By: Anne

Anne — Mon, 16 Nov 2009 02:35:33 +0000

Hmmm…wondering how I would feel if I got a gift from a mystery person…secret lover?…if only!

By: Barb Chamberlain

Barb Chamberlain — Mon, 16 Nov 2009 01:42:59 +0000

Now if everyone can just make a note on your calendar to send an anonymous basket to Ann about a year from now, we can generate another great blog post .

@BarbChamberlain