Flowers4U.co.za: Satisfaction Infraction
Dr Yvonne Saini & Claire Beswick
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Wits Business School - University of the Witwatersrand
Marketing, Customer Service
On 17 February 2017, Thomas Quinn, the managing director of online florist, Flowers4U.co.za, received an irate email from one of his clients. The client was still not satisfied with a solution he had proposed the day before to make up for unmet expectations regarding flowers delivered on Valentines’ Day. Quinn wondered how best to respond.