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FTD Field Business Consultant...Most stressful job ever!

  • Comp & Benefits
  • Work/Life Balance
  • Senior Management
  • Culture & Values
  • Career Opportunities
Former Employee - Field Business Consultant  in  Columbus, OH
Former Employee - Field Business Consultant in Columbus, OH

I worked at FTD full-time for more than 3 years

Pros

FTD offers very good benefits and pay, and is an old and established brand. Field Business Consultants are given new technology to do their jobs.

Cons

Stress from changing sales territories, and not being able to get answers to customer problems was incredible. Sales focus changed frequently and commissions were sometimes short of what was earned. Sales goals are really unattainable on a regular basis in most areas. There is constantly the implied threat of being dismissed. Despite a quality assurance program that members pay monthly for florists that are doing substandard work are kept in the program with no penalties. Approx 1/2 the year is spent seeking new customers and during that time existing customers cannot be visited at all. Outside sales reps compete with inside reps for sales to existing customers. Credits for customer problems are hard to get approved and often delayed.

Neutral Outlook
No opinion of CEO

44 Other Employee Reviews for FTD (View Most Recent)

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  1. 2 people found this helpful  

    Use You Up Then, Throw you Away When They Are Done

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Implementation and Training Specialist
    Former Employee - Implementation and Training Specialist

    I worked at FTD full-time for more than 3 years

    Pros

    Travel perks, Working with all types of people. I really believed in the brand and wanted it to succeed.

    Cons

    Dishonesty, to customers and employees. Too political.

    Advice to ManagementAdvice

    Install managers that can see real assets to the company, without feeling threatened. Then provide real career opportunities. It is sad that current management are unable to grasp what it take to win. As a result, a 105 year american icon will be lost.

    Doesn't Recommend
    Negative Outlook
    No opinion of CEO
  2.  

    Not a bad place for the right person.

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Current Employee - Customer Service Representative  in  Downers Grove, IL
    Current Employee - Customer Service Representative in Downers Grove, IL

    I have been working at FTD as a contractor for less than a year

    Pros

    Easy hire-on process. Pretty decent CSR training, though realistically, it only covers about 90% of the situations you run into. . Decent resources to help new CSRs. Decent computer systems that reflect real-time information. This is a good money making job for seasonal work. If you are a good customer service rep, the work is not hard, though the pace of the work can be a little bit nerve-wracking. If you are a bright person, you can go to the office, work the phones, and go home knowing how much you've made. If you are under-educated or inexperienced, it will be very difficult. During peak work periods, overtime is abundant, and you can make about $1,000 in a week (lots of hours, though).

    UPDATE: Just finished working the Valentine's day holiday. This is a very busy time for FTD. This year, the difficult winter and florists' difficulties in delivering flowers generated a lot of unhappy customers and missed deliveries. Negative phone calls flooded the call center, and the seasonal employees were right in the middle of the stress, with 2 or 3 weeks of training to rely on I am tremendously impressed with the responsiveness and support that the newbies were given. I observed numerous (many of them my own) instances where a new call center person was flustered or confused or stressed by a difficult phone call. Supervisors and employee help desk personnel were unfailingly patient and supportive, even when mistakes were made or a persona asked the same question multiple times. None of the employees charged with supporting the seasonal members lost their cool, were impatient or in any treated the seasonal folks badly. This does not happen by accident..it is a reflection of the management of the organization Yes, the pay is low, and it can be tedious, but the management of the call center has made a commitment to treating FTD call center team members with dignity.

    Cons

    CSRs are very closely watched. You get phone calls from the "workforce" department if you are not actively speaking with a customer or florist. Red messages pop up on the computer screen to let you know you've exceeded a 5-minute and then 6-minute target. No cell phones allowed in the work area and no paper in the cubes in order to maintain PCI (payment card industry) certification. Low requirements for hiring seasonal CSRs result in lots of very young and/or inexperienced workers. Computer hardware is getting outdated. It is hard to work on learning CSR procedures on your own, because all of the training resources are on work computers that you cannot access from home and they will not let you stay late at work to study, even for an hour.

    Advice to ManagementAdvice

    Find a way to bring in more experienced and professional seasonal help, and then include incentive pay. $11.00 per hour is puny. If one had the opportunity to earn up to $15.00 / hr with good performance, you'd attract better part-time help, and would have a more productive workforce. I would also include a training module that explains how the florist industry works. New CSRs have little appreciation for what the florist is doing. If you understand, everything makes a lot more sense.

    Recommends
    Neutral Outlook
    No opinion of CEO
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