Much to the chagrin of my home life I was in London for 10 days in February and as a concession to my absence I though I would make a good impression by sending some surprise flowers on Valentines day. The joys on online commerce I thought as I selected a florist website, selected a bunch, filled in the details - and when I hit submit .... horror of horrers - the ultimate draed of the web-shop - a system crsh. So now what? Do I order again and hope they don't send two bunches? Do I let it be and hope they send a bunch? Hope is not a strategy.
In my interest to spend money locally I had cunningly selected a florist near my home in Sydney. It was 7.30am on Valentines Day - they must be up and at 'em. I phoned through and a very pleasant woman apologised profusely, assured me the order had not been placed and took all the details very efficiently over the phone.
What a result - a stunning bunch of flowers arrived, far more impressive than the modest arrangement I had chosen online, with a little side gift of heart shaped chocolates thrown in. Commendable care and unrequested compensation for my poor user experience with the website. Went down a treat on the home front as well
Now that is customer service. Need some flowers? Use the Crows Nest Florist - but don't order online!
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