Going the extra mile and 1-800-flowers.com
August 13th, 2007
So if you haven’t heard by now, some guy in Houston is suing 1-800-flowers.com because they sent flowers to his girlfriend and then, as is their customary way of going the extra mile, sent a thank-you note to the guy’s home – where it was intercepted by his wife. So he’s taking legal action because he got caught having an affair.
Let’s put aside the fact that his case doesn’t hold water and it’s yet another frivolous lawsuit. My hope is that it doesn’t scare other companies from going the extra mile. It’s so rare these days anyway. And I hope this yahoo doesn’t screw it up for the rest of us.
You never know what people’s individual situations will be, so you can play it safe and blend into the wallpaper, or take chances and go the extra mile. But how many great companies can you think of that play it safe?
Exactly.
Other posts by Spike.
Jake W. says:
Whether you believe in “reaping what you sow”, good and bad Karma, or something similar, this story should encourage us to make good decisions - whether people are watching or not.
August 13th, 2007 at 9:05 amRob Stevens says:
“Let’s put aside the fact that his case doesn’t hold water and it’s yet another frivolous lawsuit.”
Whoa now … if you’d read any of the background of the story, it’s a little more complicated than him suing for the company going the extra mile.
The man SPECIFICALLY requested that the company NOT send a receipt, and NOT contact his home. This was BEFORE placing the order, and placing the order was upon condition of the aforementioned requests. Only after the rep agreed did he place the order.
And they sent the thank-you note anyway. To his wife. Who proceeded to contact them and had them send her a copy of the receipt, which they also weren’t supposed to do (and shouldn’t have sent to someone who wasn’t the purchaser to begin with).
This isn’t a case of a company going the extra mile and getting slapped down for it. This is a case of a company failing to honor agreements and violating his privacy in the process … a far more serious issue.
August 13th, 2007 at 9:11 amMark Harrison says:
The online florist showed the personal touch; the lazy philanderer did not. Advantage, 1-800-FLOWERS.
August 13th, 2007 at 9:20 amRyan Karpeles says:
I think this guy has bigger problems to worry about than a lawsuit. Maybe he should get his life back together before trying to undeservingly suck money out of a respectable company.
Here’s hoping the judge thinks the same way…
August 13th, 2007 at 9:33 amSpike says:
Rob,
I hear you and you make a very valid point. But as one of the articles stated, this guy was the first to break a contract - the one with his wife. So he should be careful before casting the first stone.
August 13th, 2007 at 9:47 amMr. Steve says:
This guys reaction is pretty typical…I remember ordering something online and having it sent to my wife at work. I specifically stated that I did not want an email receipt sent to the Charter Account that my wife and I share. They sent it anyway. When my wife found out, she was pleasantly surprised, and I simply sent an email to the company saying their website didn’t work as promised. They sent me an email back apologizing and assuring me that they were “on it”.
Same thing, different circumstances. I think it’s great that 1-800 FLOWERS sends thank you notes…it’s the polite thing to do, and it’s unexpected for a corporation to be polite. Sure, he told them not to do it, but it’s not their fault that he got caught. Keep going 1-800 FLOWERS.
August 14th, 2007 at 5:39 amsendrewardingflowers.info » Blog Archive says:
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August 21st, 2007 at 5:16 pm| sendrewardingflowers.info says:
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August 29th, 2007 at 10:46 pm| sendrewardingflowers.info says:
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August 30th, 2007 at 4:46 am