BloomThat, a San-Francisco based startup, is changing the model around flower delivery: fast (within 90 minutes), affordable (starting at $35) and easy. It’s also very committed to a brand of customer service that’s winning it fans right and left.
A poor review on Yelp is viewed not as an insult to be ignored but as an opportunity to turn an angry customer into an evangelist. Schwab recalls a one-star review by a customer whose flowers arrived a mere 30 minutes late. “We dropped the ball, and we went above and beyond to make her happy,” he says. “We sent her a free bouquet, gave her another one to send, and called the recipient to tell them it wasn’t the sender’s fault that she had to wait an additional 30 minutes.”
The result: The one-star review became a five-star review. As Schwab explains, “Part of setting an expectation is living up to the expectation.”
Via OPENForum.com: “BloomThat: The “Uber of Flowers” is Planting Seeds of Disruption”