Please…do what your customer is paying for…

My wedding anniversary is early July…however, this year I wasn’t home.

As you may know, I’m in the midst of an Asian book launch/speaking tour that is absolutely incredible and exciting — and will mean lots of new business for our company and new relationships upon which to grow. It also means I missed being with my wife for our anniversary.

Don’t get me wrong — Tammy and I mutually discussed it and decided it. We will be together all week next week at the National Speakers Association convention in Orlando, and are taking a couple days both before and after the meeting to have some “alone time.”

However, it really bothered me to be away…even though we both decided it was for the best, and that we could celebrate just a few days late.

So, I went online early to order her flowers from Proflowers.com, scheduled for morning delivery (for which I paid extra) the day of our anniversary.

With the twelve hour time difference, I frankly expected a call sometime before midnight my time of excitement from my bride at the innovative bouquet I picked out (something more creative than just a dozen roses…) and the big “I love you” balloon that was part of the order.

No call ever came. Because, the flowers didn’t arrive.

I checked on FedEx with the tracking number, and it said they were on the truck. I called Proflowers to notify them the flowers were late — and they would check on it — however, they didn’t immediately volunteer to refund my up-charge for morning delivery until I asked.

Proflowers blamed FedEx…and vice versa. All I know is, neither did what I paid them — and expected them — to do for me.

The flowers arrived the following day. (I might add, just a bit TOO fresh. They weren’t blooming at all, and made for a pretty lackluster bouquet.) And, after a phone call from my wife, the charges were refunded. Problem is, I care less about the money than the anniversary.

• For Proflowers.com — and FedEx, too — we were just a solitary residential customer who received their delivery, albeit a day late.

• For me, it was a high degree of frustration over organizations that — literally — can’t deliver on the promises they made a customer.

• For my wife, it was an anniversary home alone with no gift from her husband. I know that SHE knows I did all I could. But…she was still sitting there in the house with our son and no flowers on the table from her partner on a special day.

And, I HATE that.

Would YOU do business with them again?