Update: After seeing this column Sunday morning, 1–800 Flowers visited my LinkedIn folio (!), larboard me a voicemail, and delivered my mom her roses. So acknowledge you 1–800 Flowers for activity the ambit for a customer. I absolutely acknowledge it.
And my mom is so happy! She wrote me two 500-word emails. And she akin addition cardigan to the roses.
And she fabricated my dad sit in the photo.
Prior post: This is my mom and I. She’s 68 and retired. I body bots for a living. Added on that later.
Mom is the hardest artisan I know. She came to the US with annihilation as a refugee and somehow managed scrimp and save and hustled so that her two boys grew up after a lot of wants. She’s cool applied about money, as best immigrants are. She hates it aback I absorb money on gifts. Perfume for birthdays? Nope. Clothing for Christmases. Ha! Jewelry for New Years? Are you badinage me? She allotment every distinct allowance so that I can “learn to save money”.
Except for flowers.
She loves flowers. Roses especially. Perhaps she remembers herself as a adolescent babe in Vietnam, afore the Communists came and ripped her apple apart.
Here she is with my dad in 1971. Look at those flowers! Did I mentioned that she loves flowers?
When she visits me in San Francisco, we consistently go to the rose garden. Roses are her favorite.
I now accelerate her a dozen or two dozen roses aback it’s Mother’s Day or her birthday. It’s the one allowance of abundance she keeps. She’ll booty photos and sends them to me. And she’s so blessed aback she calls me! I like seeing this ancillary of my mom.
Here she is assuming with the latest bouquet. She alike akin her cardigan and the candles to the roses. I don’t get to allocution to her much, but she gets that flowers are my way of adage I charge to alarm more.
Recently, I’ve been application the 1–800 Flowers Messenger bot to accelerate flowers. It’s convenient, and I feel like chatting is a abundant added claimed way to boutique than borer buttons on a website.
I’m additionally a big accepter in bots. My day job is to body out acceptable adventures on bots. And 1–800 Flowers has one of the added acute bot articles in the bazaar appropriate now.
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A anniversary ago, I acclimated the bot afresh to buy my mom flowers for Mother’s Day. My mom was activity to get two dozen of her admired flowers aloof in time. Technology works!
But nope. I arrested my email and somehow 1–800 Flowers had replaced my mom as the almsman with addition person. Confused, I arrested the adjustment cardinal on their website to see what was activity on. No dice. The tracking arrangement alone formed with web orders — bot orders weren’t supported. I approved 3 times on their adaptable web armpit after success. Frustrating.
So I alleged 1–800 Flowers. After a few minutes, they told me addition would alarm me back. After 30 account of waiting, I got affronted and approved messaging — and got an abettor on chat. He ghosted me as well.
After addition try, I got a animal abettor who was responsive.
It angry out that their arrangement ‘overwrote’ my order. Mom won’t be accepting her flowers. But of course, I can abode addition order — no commitment fee! Sounds appealing good, right?
Except, not really. Instead of acclimation their error, 1–800 Flowers appropriate that I put in addition adjustment for the aforementioned roses, except this time, I would accept to pay $50 added (100%!!) to get the flowers delivered to Mom. The commitment fee would be waived, of course. :/
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The artefact failed. I did aggregate right. In return, I bare to pay added to fix a aberration that 1–800 Flowers made. And on top of that, I ashen a acceptable Saturday afternoon troubleshooting with them.
All in all, I’m appealing pissed. (Sorry mom!)
Reflecting further, a brace of actual thoughts about bots as an e-commerce approach came to mind:
The bot was alone a baby allotment of the botheration here — it was the poor assuming from 1–800 Flowers in what could’ve been a abundant befalling to absorb a loyal customer.
I’m not giving up on bots, of course. I am, however, activity to use addition account to accelerate my mom her roses.
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