Nursery – Pod 4

Pod #4 – Client Orders

• Order Form – WSBN has an Order Form that is available online for Clients to use to order plants.
• BSB – A Bank State Branch (BSB) number identifies the individual branch of a financial institution within Australia. This six-digit number, plus the account number, is what we use to identify a Client account for paying for the plants.

CLIENT ORDERS

Preparation

Preparation – Process

• Orders are received electronically via the WSBN website.
• The URL is: https://wsbn.org.au/tubestock-order-form/
• Follow the link above and review the online Order Form if you HAVE NOT seen how this functions. The key points to note are: 1. The form now lists the species to reduce the likelihood of spelling errors/incorrect species selection, 2. The form auto tallies to help our Orders/Invoicing Team, 3. The form has a comments field that allows the Client to ask questions re their order, 4.The form has a ‘SUBMIT’ button and once the Client clicks this, it is automatically re-configures into an email and is sent direct to our Orders Team email for processing (orders@wsbn.org.au). We use our email system to identify which Team Members receive a ‘TO’ / ‘CC’ order emails. Using webmail our Orders Team Members can login and see the communications between Orders Team Members and Clients. This is a helpful tool to ensure that multiple people are not responding to Clients with different information. The Client also receives a copy 5. The email version of the Order Form only shows the species that the Client has selected 6. Each Order Form has a unique Order Number prefixed with a letter (T = Tubestock Order, H = Hico Order & S = Sale Order) . This number/or Client name is used on the Orders Team Record Sheets (Google Sheets) and our Accounts Receivable Team Member uses this number on our invoices. 7. Using this technology, there is no longer a PDF available to download as an Order Form. To date our Clients seem to be managing this upgraded ordering solution well. If you have feedback on how this system is functioning, please advise.

Example of Tubestock Order Form sections:

• An Orders Team Leader confirms the Clients species selection. They check that stock is available and advise alternative species if the stock is not available (on occasion the species that is not available, may be moved to the next propagating season with the Client’s agreement). The species that the Client has selected are also checked against the ‘planting site conditions’ that the Client advises.
• An Orders Team Leader emails (may also involve some direct communication) the Client to confirm their Order and collection date. The collection of plants is usually April to September but can be at other times if requested.
• Invoices for Orders are undertaken by a Team Leader who has an Accounts Receivable role. One of the Orders Team Leaders lets Accounts Receivable know that an Order is ready to be invoiced.
• Orders should only be collected if the Client has paid. Our preferred payment method is via BSB and our Clients are advised this on our website Orders page and via the Invoice for their Order.

An example of the Client’s Order Form as it appears via Email:

In this example the Client has provided some details regarding the planting site conditions and listed the species they would like to order. This is the information that our Orders Team specialists review to ensure that the species selected are appropriate for the planting site conditions. Note that only the species that the Client has selected (Diplarrena morraea – Butterfly Flag) is displayed on the email.

•  When the Client Order is ready for collection, one plant label per species is written up for each order, with the number of tubes required written on the label. These labels are used to collate tubes. Once completed the collated order is checked off against the actual Order Form.
• Volunteers are often involved with the collation of the Client orders assisting the Orders Team Leaders.it is important to ensure that the plants selected are healthy (weeded and well watered), with a clearly written large label with the Client’s name. 
• The completed order tray is placed in a special location generally away from other stock waiting for collection. The Yard Team Leaders manage the locations in the Yard where stock is kept. 

Order process summary as per our website

1. Consider the planting site conditions.
2. Review the plants shown on our Plants page or the Plant Fact Sheets.
3. Fill in & submit an Online Order Form.
4. You will receive an email copy of your order.
5. Our order specialist will contact you to finalise your order & advise the delivery forecast.
6. When your plants are ready, we will contact you with an invoice & collection details.
7. You make payment of our invoice by Bank Transfer before you are able to pick up your plants.

Preparation – Tips for getting it right

• Accurate record keeping.
• Setting up a ‘workflow’ for filling the orders – do this first, then this next…put completed order trays here etc.
• Pre prepare plant species labels with plant order quantities written on the label.

Preparation – What can go wrong

• Species that have similar attributes can get mistaken and used to fill an order inadvertently.
• Plant tags can blow onto the ground and the species missed for the order.
• Plants selected to fill an order have not been rationalised adequately – weeds may still be in with the plant etc.
• Orders may not get completely filled if there is insufficient supply and this may not be communicated with the Client.

Delivery

Delivery – Process

Orders are generally collected from the Nursery on a Wednesday. Clients are advised by email when their order is available and to expect an Invoice. Payments for orders should be made prior to collection by BSB.

If you are interested in administration roles such as this, please let a WSBN Team Leader know.

Delivery – Tips for getting it right:

• Ensure that orders are ready for Clients.
• Team Members know that Clients will be visiting the Nursery for order collection.
• Payment arrangements have been agreed.

Delivery – What can go wrong

• Clients wandering around the Nursery on collection days unsupervised.
• Not having obvious signage/directions for collection points.
• Clients inadvertently collecting the wrong order.