INTRODUCINGbloomnet’s

Florist quality care programThe BloomNet Florist Quality Care Program is a comprehensiveinitiative developed by Florists for Florists to consistently deliverthe finest products and services.The Program is monitored by Florists and its objective is to identify and upholdexceptional quality business practices throughout the BloomNet Network. The goalof the program is to build confidence and trust among all BloomNet Florists as wellas their customers while promoting and sustaining common quality standards andmaintaining a best-in-class Florist Network that is unmatched in the industry.

The Program promotes the accurate and timely sending of floral orders betweenBloomNet Florists, with each Florist adhering to BloomNet’s standards and guidelinesfor all Florist-to-Florist transactions, and assuring 100% customer satisfaction.

DeliveringMany Advantages Throughout theBloomNet Professional Florists Network

• Promotes strong business relationships with fellow BloomNetFlorists and our mutual customers.

• Promotes a team environment with the objective of seekingimprovements in all quality related matters.

• Guarantees payment reconciliation between BloomNet Florists.

• Offers field and home office support services for BloomNet Florists.

• Provides a proprietary communication system that allowsBloomNet Florists to communicate with each other onFlorist-to-Florist transactions.

• Provides BloomNet Florists with the ability to send floral and gift orders toalmost any place in the world with a guarantee of quality and on-time delivery.

• Provides access to the floral industry’s first Digital Directory.

• Encourages the exchange of ideas between BloomNet Florists.

• Promotes BloomNet in a wide range of industry communications and events.

• Makes available educational curriculums, workshops and seminars throughthe Floriology® Institute.

• Offers for purchase unique products at competitive prices byvisiting www.BloomNet.net.

• Offers the continuous support of an organization that embraces Florist ideasin all matters concerning their business.

To promote, encourageand facilitate a sharing of

innovative ideas and best

practices among Professional

Retail Florists to ensure the

finest products, the most

responsive florist-to-florist

order transmissions, and

unparalleled support services.

OUR MISS ION

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BeneFiTs & OBlIgAtIONS

The BloomNet Florist Quality Care Board has developed the key principles of maintaining qualitystandards and adhering to the guidelines governing the process of handling inbound and outboundfloral orders. Among the responsibilities of the Board is to help oversee the Program, offer advice, andmonitor standards and performance criteria to assure that the highest level of quality is maintainedwithin the entire BloomNet Network.

• Support and adhere to the BloomNet Standards & Guidelines.

• Maintain normal daily business hours in support of common retail industry standards of 9am-5pmin local time zones.

• Maintain the highest standards for quality, service, shop appearance and business operations.

• Support fellow BloomNet Florists by sending orders through BloomNet.

• Accept and fill all properly transmitted BloomNet Florist-to-Florist orders, giving full value and providingtop quality product and service, while communicating with the sending Florist on any issues.

• Pay all BloomNet Clearinghouse Account balances on or before the due date.

• Maintain accurate Directory listings in the BloomNet Directory.

• Report to BloomNet any change in the ownership of your business in a timely manner.

• Keep BloomNet up-to-date on all matters pertaining to their affiliation with the Network.

• Adhere to a common Code of Ethics in dealing with fellow BloomNet Florists and customers.

• Maintain an attractive and professionalshop appearance.

• Maintain adequate refrigeration for freshfloral inventory.

• Use only high quality fresh flowers inall orders.

• Employ well trained and skilled designand sales personnel.

• Maintain adequate same day deliverycapability.

• Fill all incoming orders to full value.

• Communicate with fellow Florists ina timely manner.

• Assure complete customer satisfaction onall orders.

• Adhere to all BloomNet Directory listings.

• Adhere to codified minimums as listed inthe BloomNet Directory.

• Maintain accurate records on all orders.

• Communicate information about allsubstitutions to sending Florists.

• Exhibit a professional and positive attitudewhen working with other Network Florists.

• Agree to follow the Code of Ethics.

(These guidelines and recommendations are reviewed in more detail in the Standards and Guidelines tab of your Handbook)

the bloomnet FlorIst QUalItY Care program will offerguidance and monitor Florist compliance in the following key areas:

oblIgatIons oF the program

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RECOGNIZING ACHIEVEMENT

Recognizing BloomNet Florists’Commitment to Superior QualityTo highlight the quality achievements of BloomNet Floristsand their staffs, BloomNet will work with the Florist QualityCare Board to honor deserving BloomNet Florists withan Award of Quality Achievement. BloomNet Floristswho receive this prestigious award will be selected fromevery region and state in the U.S. and will receiverecognition for their commitment to maintaining thehighest quality standards.

All BloomNet Florists are eligible to be nominated for anAward of Quality Achievement. The Final award winnersare chosen from a list of nominees by the Florist Quality CareBoard. The Award of Quality Achievement will be presentedsemi-annually to those shops selected. Any BloomNet Floristmay nominate another BloomNet Florist for the award. Theprocess for nomination will be communicated to all BloomNetFlorists and their staffs so they can actively participate inrecognizing dedicated BloomNet Florists across the country.

See page 8 for 2011 Fall/Winter Quality Achievement AwardWinners.

In recognition of your commitment to thecomprehensive standards of the

BloomNet Florist Quality Care Program

Flower Shop Name Here

2011Award of Quality Achievement

FloristQu

ality Care Program

FLORIST QUALITY CARE BOARD

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The program was developed after a discussion with retail Florists to determine a need for a re-newedfocus on quality. The focus group made up of independent retail florists was unanimous in its decision

that there was a need and we should move forward with a focusedprogram built by Florist for Florist to promote stronger Networkrelationships, improve communications between Florists and worktowards total consumer satisfaction on all business transactionsbetween each other. While focusing on core quality values theprogram will also recognize the many BloomNet Florists who arepassionate about retail floristry, take extraordinary care of customers,work closely with their peers and excel in all areas of their businessoperations. This will be an ongoing program that will recognize Floristsachievements, provide proven business tools, educational resourcesand will always be guided by the input received from the collectiveideas brought forth by all BloomNet Professional Florists.

1. what Is the bloomnet QUalItY Care program?

It was recommended and developed by BloomNet Member Florists topromote a stronger relationship between each Network Member througheffective and accurate communications with each other and the mutualresponsibility of taking exceptional care of each others’ customers.Any renewed focus on Quality have a carry over effect on the industryas a whole and can only bolster the consumer’s faith and confidencein independent retail Florists. BloomNet will consistently recognize itsNetwork Florists across the country and the high standards they maintainas Retail Professionals.

2. Is thIs jUst a bloomnet FlorIst program?

bloomnet’sFlorist quality care program

FAQ

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JANUARY 20 1 2

No, this program will be funded by BloomNet. There is a one time charge of $14.99 that offsets the cost ofshipping the Quality Care Handbooks to all BloomNet Florists. This charge is more than offset by valuableresource information included in the reference and educational section of the Handbook which will be avaluable ongoing resource and training tool for use in the shop.

4. Does thIs program Cost me anYthIng?

The list of the Florist can be found in your Handbook and they are among the most successful and committedProfessional Florists in the industry. Each is an experienced and accomplished retailer Florist who shares anunbridled passion for the business. They also feel strongly that other outstanding Florists and their staffsshould also be recognized for their commitment and outstanding business operations. Any BloomNet Floristcan volunteer to serve on the Board simply by submitting your name, shop name, City and State to theQuality Care Board at: floristqualitycareprogram@bloomnet.net. The term for a Board member is one fullyear. The current Board information can be found on page 7 & 8 of the Handbook and they are committed toserving through the fall of 2012.

5. who are the FlorIsts that helpeD Develop the program?

Areas include:• Meet and adhere to the basic standards and guidelines of membership• Provide the Freshest Floral Product on all orders from other BloomNet Florists• Deliver orders as requested and on-time by your fellow Florists• Staff shop at all times with skilled and qualified employees• Communicate timely and professionally with other Florist on all order and customer related issues.• Provide customer satisfaction on all orders handled for another Florist member.• Share best practices with each other and continue to build complete consumer trust and confidence

in our industry.• For a complete listing of critical areas and the program focus please refer to your Quality Care Handbook

which has been furnished to all Network Florists. If for any reason you did not receive a copy of theHandbook please contact BloomNet Customer Service at: 1-800-256-6663

3. what are some oF the areas the program reCognIzes asa QUalItY stanDarD that shoUlD be maIntaIneD?

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Any BloomNet Florist in good standing can be nominated by another Florist, by a memberof their staff, an existing Board member or any BloomNet staff member such as your local Market AreaConsultant. Nominations can be made by completing the nomination form and submitting it viawww.floristqualitycareprogram@bloomnet.net.

6. how Can someone be nomInateD For an awarD?

1-800-FlOWERS.COM does have a Quality Assurance Program that applies only to those shops who haveelected to fulfill direct orders from 1-800-FlOWERS.COM. The program does not apply to all BloomNetretail Florists; - only those who have agreed to fill direct orders. The 1-800-FlOWERS.COM programmonitors a shop’s performance metrics and manages order expectations and customer satisfaction onthose orders only.

The BloomNet Florist Quality Care Program focuses on Florist to Florist relationships and businesstransactions conducted between each other and is designed to renew the focus on Quality in all aspectsof retail floristry, especially the handling of all business transactions to guarantee customer satisfaction.The standards, recommendations, and applicable resource materials found in the Quality Care Handbookare all provided to assist the retailer in their daily operations and in all consumer transactions – not justorders sent or filled out-of-town. If we strive to consistently maintain consumer trust and confidence,identify and reward outstanding achievement, we will continue to spotlight the independent floral retaileras the leader to the floral consumer. The Florist Quality Care Board believes strongly that a focus on theabove core principles, the tenants of the program, can only benefit the Floral Retailer in the eyes of theconsumer. In a recent floral industry survey - consumers mention Quality as the most critical considerationgiven in the buying process when purchasing flowers as a gift.

8. I thoUght 1-800-Flowers.Com / bloomnet alreaDY haD aQUalItY assUranCe program?

The recognition of your commitment and passion for your business and the Floral Industry should berecognized, honored and rewarded. Fellow Floristsand consumers alike should be aware of theseaccomplishments and business commitments.Every recipient of the Quality Care Award is beingrecognized as the Highest Quality Professional Florist– Professionals that provide the freshest product,delivered on-time as requested and with completecustomer satisfaction. Any business should be proud tobe recognized by their peers as exceptional ProfessionalFloral Retailers. To promote this accomplishmentBloomNet will be presenting these prestigious awardsin-shop and provide a press release that can be usedin your local market to make consumers aware of this

7.how woUlD reCeIvIng a QUalItY awarD beneFIt me?

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Winners of the award will be identified in both the Print and Online BloomNet Directories with theQuality Care Award image next to their shop name. Their photos will also be featured in FloriologyMagazine and BloomNet’s Facebook page. Every member who is a recipient will also become partof the Quality “legacy” group as an ongoing and outstanding professional Retail Florist.

Florist will be recognized semi-annually across the country for Quality Achievements.

9. how wIll other FlorIst know that I am a QUalItY Care awarDwInner anD how oFten are the awarDs presenteD?

The Florist Quality Care Board has plans to implement future phases that will include Florist-to—FloristPerformance Metrics which will help monitor the handling of transactions between fellow florists. Thisprogram will be driven solely by florist feedback. The Florist Board is also looking at an educational testorder program in which a shops performance in handling orders is measured, graded and shared withthe shop and staff. Other enhancements include providing a process and venue for Florist to rate eachother. The program will continue to evolve as the Board receives recommendations from other NetworkFlorists.

10. are there plans to enhanCe the program beneFItsgoIng ForwarD?

“Build customer relationshipsfirst, do business second.BloomNet stands behind thosewords and that’s why we standbehind BloomNet.”

~ Bob Tucker and Bill Bobulinksi,owners of Miss Daisy’s Flowers & Gifts,

Leesburg, Florida

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A BEAUTIFUL Henderson NVBOUQUET FLORIST

ABLOOM FLORIST Knoxville TN

AGNEW FLORIST Watertown CT

ALL SEASONS Balch Springs TXALL REASONS

AMBROSIA FLORAL Chandler AZBOUTIQUE

ANCHORAGE FLORAL Anchorage AK

ARTISTIC FLOWERS Denver CO

AVANT GARDENS Miami FL

AZTEC FLORAL Gallup NM

BABE’S FLOWERS Sheridan WY

BALLARD BLOSSOM Seattle WA

BAMA BLOSSOMS Tuscaloosa AL

BELAK FLOWERS Wilmington DE

BELLS AND BOWS Martinsburg WVFLORIST

BISMARCK FLORAL Bismarck ND& GREENHOUSE

BLOOMERS FLORIST St. Louis MO& GIFTS

CATHERIN’S GARDEN Oak Forest IL

CHANTILLY Essex Junctin VTROSE FLORIST

CHARVAT Grosse Pointe MITHE FLORIST Farms

CHENOWETH FLORIST New Brighton MN& GREENHOUSE

CHERRYHILL FLOWERS Johnston RI

CHOLE’S FLORAL Madison WI

CHRISTELL’S FLOWERS Killeen TX

CURRAN BROTHERS Danvers MAFLORIST INC

DAHLIA’S FLOWERS Salt City UT

DAVID’S FLOWERS Midwest City OKGIFTS & INTERIORS

DEVAR’S PHILLIPS Hartford CTFLORIST

DUDLEY’S FLOWERS Parkersburg WV

ESPECIALLY YOURS South Easton MA

FAIRFIELD FLOWERS Virginia Beach VA

FLORAL FANTASY Phoenix AZ

FLORAL FANTASY Brooklyn NYFLORIST &DECORATORS

FLORISHES FLOWERS Stillwater OKDÉCOR & MORE

FLOWER BUG Grand Forks ND

FLOWERS & GIFTS Owings Mills MD

FLOWERS BY CHERYL Riverdale GA

FLOWERS BY THE LAKE Fair Play SC

FLOWERS ON MAIN Brookings SD

FRAMPTON’S Charleston SCFLOWERS

FRAN’S FLOWERS Seattle WA

FRIDAY’S FLOWERS Fayetteville AR& GIFTS

FRIENDLY Fort Walton FLFLORIST Beach

FURST FLORIST Dayton OH& GARDEN CENTER

GEORGE THOMAS Indianapolis INFLORIST

GREENBIER FLORIST Chesapeake VA

GREENBROOK Jackson MSFLOWERS

HEAVEN ESSENCE Boise ID

HENRY F. CLAS FLORIST Albany NY

IMPERIAL FLOWERS Lexington KY& GIFTS

IVORY ROSE Loudon NH

JAN’S FLOWERS Fayetteville GA& GIFTS

JOHNSON FLORIST Bangor ME& GIFT SHOP

KEEFE’S FLOWERS Casper WY

LINSK FLOWERS St. Louis Park MN

LISA DEE’S FLORIST Knightdale NC

MANCUSO’S Saint Clair MIFLORIST Shores

MARKET WAY Doylestown PAFLOWERS & GIFTS

MEME’S FLOWER Alexandria LAFAIR & GIFTS

MOHR MEARS FLORIST Kansas City KS

MONDAY MORNING Princeton NJFLOWERS

MOTHER Washington, DCVIRGINIA D.C.

MUFFY’S FLOWERS Anchorage AK

MY GARDEN GATE Sandy UTFLORIST

NANCY’S FLORAL Gresham OR

NORTON’S FLORAL Birmingham AL

OAK CREEK PLANTS Lincoln NE& FLOWERS

PALOS FLOWERS Palos Heights IL& GIFT BASKETS

PAPILLION FLOWER Papillion NEPATCH

PIERSON’S FLOWER Cedar Rapids IASHOP

POND STREET Pawtucket RIFLORAL SHOP

POPLAR FLOWER SHOP Terre Haute IN

PRESTON FLOWERS Cary NC

QUEEN ANNE FLORIST Nashville TN

RAINBOW Huron SDFLOWER SHOP

RICH MAR FLORIST Allentown PAOF BETHLEHEM

RIVERSIDE FLORIST Appleton WI

ROSEBUDS FLORIST Twin Falls ID

RUTLAND BEARD Baltimore MDFLORIST

SEASONS FLORIST Aliso Viejo CA

SHIRLEY’S FLOWERS Honolulu HI

SHIRLEY’S FLOWERS Rogers AR& GIFTS

SHIRLEY’S FLOWERS Nashua NH& SWEETS

SPRINGVALE FLOWERS Springvale ME

SUEPPEL’S Iowa City IAFLOWERS INC.

SUN LAKES VILLAGE Banning CAFLORIST

SUSAN’S FLORIST Louisville KY

THE DANCING Las Vegas NVDANDELION

THE FLORAL COTTAGE Helena MT

THE FLOWER Pueblo CO& HERB CO.

THE FLOWER & Wilmington DEGIFT SHOPPE

THE FLOWER BED Missoula MT

THE FLOWER BOX Sioux Falls SD

THE FLOWER SHOP Grants NM

THE GIFT GARDEN Bennington VT

THE LITTLE THINGS Laurel MTFLOWERS & GIFTS

THE PLANTNATION Belmar NJ

TOBLERS FLOWERS Kansas City MO

UNIVERSITY FLORIST Oxford MS

WATANABE FLORAL Honolulu HI

WEATHER’S FLOWER Slidell LAMARKET

WEST SIDE FLOWERS Wichita KSBY DEORSEY

WESTSIDE FLORIST Beaverton OR

WYOMING FLORIST Cincinnati OH

YORK Washington, DCFLOWER D.C.

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CONgRAtUlAtIONS To ouR 2011QUAlItY AChIeveMeNt AwARd wINNeRS

1. Complete FQCP nomination form from BloomLink.com, myBloomNet.Net or facebook.com/bloomnet.net.2. Submit your nomination by February 1, 2012.3. Email us your feedback at floristqualitycareprogram@bloomnet.net.

2012 spring BloomNet Florist quality care program awards will be announced in march 2012!

Nominate a fellow BloomNet Florist For theFlorist quality care program!

JANUARY 20 1 2