Frequently asked questions 2019 Peak Days
2019 Peak Days
- What are the 2019 Peak Days?
- Why the 2019 Peak Days campaign?
- How were the experiences and opinions of customers collected?
- On which specific topics was feedback collected?
- Which improvements has Royal FloraHolland implemented?
- How will Royal FloraHolland communicate the logistics improvements?
- When will Royal FloraHolland communicate these logistics improvements?
Auctioning one hour earlier
- Why are we auctioning one hour earlier?
- When are we auctioning one hour earlier?
- Why don't we auction one hour earlier during the entire peak period?
- Why don't we auction on public holidays?
- What does auctioning one hour earlier mean for growers?
- What does auctioning one hour earlier mean for customers?
- What does auctioning one hour earlier mean for transporters?
- Why are we also auctioning plants one hour earlier?
Expected end times
- Which end times will Royal FloraHolland now have per location?
- How can growers and customers follow the expected end times every day?
When something goes wrong
What are the 2019 Peak Days?
On a regular day more than 100,000 transactions take place at Royal FloraHolland. This number rises sharply around special occasions such as Valentine's Day, Mother's Day, Women's Day, Easter and Pentecost. These special days create peaks in demand for flowers and plants and in the sales and turnover of our customers. In 2018, Royal FloraHolland started auctioning early on the Peak Days in the context of improving daily services.
Why the 2019 Peak Days campaign?
The peak days in the spring of 2018 were a success. We want to build on this success during the busiest days of 2019, including Valentine's Day, Mother's Day and Women's Day.
At the end of 2018, we collected our customers' experiences and opinions so that we could improve our logistics performance during the 2019 peak days, too. The aim of this campaign is to inform our growers and customers in a correct, timely and regular manner about the improvements that Royal FloraHolland has implemented in order to make the Peak Days a success.
How were the experiences and opinions of customers collected?
More than 450 growers and customers shared their experiences and opinions with us via a digital survey that could be filled out online. Furthermore, colleagues actively approached growers and customers in the auction rooms to ask for their opinions on our logistics services.
In November 2018, following an appeal by Yme Pasma, Royal FloraHolland held discussions with a number of growers and buyers and the relevant location managers at the locations Aalsmeer, Naaldwijk and Rijnsburg.
On which specific topics was feedback collected?
Various topics were addressed in the survey and during discussions with location managers, such as the available number of auction trolleys and CC containers during the peak days, the availability of Royal FloraHolland staff, end times and information provision.
Which improvements has Royal FloraHolland implemented?
Based on the discussions with growers and customers, we took various measures to shorten delivery times in the box, i.e. the end times.
- We purchased 15,500 auction trolleys and we continuously ask growers, customers and transporters to hand in the auction trolleys on time and to refrain from maintaining stocks.
- In 2018, more than 177 temporary employees who had received instruction and training were taken on as permanent staff, and the other temporary employees were retained. We will offer permanent employment to another 200 temporary workers in the period of 2019 to 2021.
- Specific measures have been taken per location.
Furthermore, we will be taking additional measures on the extra busy days of 2019 in order to improve the end times.
- We will start auctioning flowers and plants one hour earlier on Tuesday 23 April, Monday 6 May, Monday 20 May and Tuesday 11 June 2019.
- Customers can follow the expected end times on the Royal FloraHolland website every day.
- If there is a problem, a direct helpline will be available. This helpline will be available on 23 April, 6 May, 20 May, 27 May and 11 June 2019.
- Furthermore, internal overnight rental has been deployed as a means to return auction trolleys to the process.
The aim of all of these measures is to make the peak days of Valentine's Day, Mother's Day and Women's Day a success for our growers and customers.
How will Royal FloraHolland communicate these logistics improvements?
Customers and growers will be informed by Royal FloraHolland by email and regular mail as of 7 February 2019. The improvements that we have implemented for the upcoming Peak Days will be explained. In addition, a special page on the website has been created (https://www.royalfloraholland.com/topdagen), and a news release will follow in the Royal FloraHolland app, on the website and in the digital newsletter.
We communicate in both Dutch and English.
When will Royal FloraHolland communicate these logistics improvements?
Growers and customers will receive an email on 7 February 2019 and information by regular mail in week 7. The program, measures and expected end times in 2019 will be further explained, and they will be informed about auctioning flowers and plants one hour earlier.
Why are we auctioning one hour earlier?
We are working hard to keep improving our daily services. We are working on several initiatives to improve the end times. These initiatives mostly entail improvements to the logistics process in order to shorten the lead time. Now that more and more customers are buying smaller quantities, the number of transactions is increasing considerably. Processing therefore takes more time. In order to deliver everything on time for the peak days, we will start auctioning flowers and plants one hour earlier at Aalsmeer, Rijnsburg and Naaldwijk.
When are we auctioning one hour earlier?
In order to deliver everything on time for the peak days, we will start auctioning flowers and plants one hour earlier at Aalsmeer, Rijnsburg and Naaldwijk on the following dates:
- Tuesday 23 April 2019 (after Easter)
- Monday 6 May 2019 (before Dutch Mother's Day
- Monday 20 May 2019 (before French Mother's Day)
- Tuesday 11 June 2019 (after Pentecost)
On these days we want to alleviate the pressure during the peak days of our customers.
Why don't we auction one hour earlier during the entire peak period?
Customers indicated in the survey that early auctioning impacts their processes and employees. Customers want to alleviate the pressure on peak days prior to which there has been no auction for more than two days. Royal FloraHolland made the decision, together with customers, to opt for the busiest days and to limit the number of early auction days.
Why don't we auction on public holidays?
Our customers prefer not to auction on public holidays because it impacts their employees too much.
What does auctioning one hour earlier mean for growers?
In order to deliver everything on time for the peak days, we will start auctioning flowers and plants one hour earlier at Aalsmeer, Rijnsburg and Naaldwijk on the following dates:
- Tuesday 23 April 2019 (after Easter)
- Monday 6 May 2019 (before Dutch Mother's Day
- Monday 20 May 2019 (before French Mother's Day)
- Tuesday 11 June 2019 (after Pentecost)
We will be doing this for both flowers and plants.
For growers, this means:
- Growers can supply flowers and plants until 3:00 am. They have to discuss this with their transporters.
- We may deliver clock sales and direct sales to your customer one hour earlier.
What does auctioning one hour earlier mean for customers?
In order to deliver everything on time for the peak days, we will start auctioning flowers and plants one hour earlier at Aalsmeer, Rijnsburg and Naaldwijk on the following dates:
- Tuesday 23 April 2019 (after Easter)
- Monday 6 May 2019 (before Dutch Mother's Day
- Monday 20 May 2019 (before French Mother's Day)
- Tuesday 11 June 2019 (after Pentecost)
We will be doing this for both flowers and plants.
For customers, this means:
- The auction for flowers and plants starts one hour earlier.
-
- Aalsmeer flowers: starts at 5:00 am
- Aalsmeer plants: starts at 5:30 am
- Naaldwijk flowers: starts at 5:00 am
- Naaldwijk plants: starts at 5:00 am
- Rijnsburg flowers: starts at 5:00 am
- Rijnsburg plants: starts at 5:00 am
- Customers must open their box one hour earlier and activate all facilities as normal.
- Customers must discuss the possibility of transporting products earlier with their transporters.
- Clock Presales for flowers and plants will end one hour earlier.
What does auctioning one hour earlier mean for transporters?
In order to deliver everything on time for the peak days, we will start auctioning one hour earlier at Aalsmeer, Rijnsburg and Naaldwijk on the following dates:
- Tuesday 23 April 2019 (after Easter)
- Monday 6 May 2019 (before Dutch Mother's Day
- Monday 20 May 2019 (before French Mother's Day)
- Tuesday 11 June 2019 (after Pentecost)
Growers and customers are responsible for making their own arrangements with transporters about the earlier delivery and transport from the box after purchase. We will inform the transporters of the fact that we are auctioning earlier via email.
Why are we also auctioning plants one hour earlier?
This year, we will start auctioning one hour earlier for plants as well, on four predetermined early auction days. Last year, the volume supply at the plant clocks was such that the end time for plants was later than that for flowers. The combined purchase of flowers and plants by customers is another reason for starting the plant auction an hour earlier.
How will we communicate auctioning one hour earlier?
We have notified all customers and growers of the fact that we are auctioning one hour earlier for flowers and plants by email and by regular mail. They will receive more information shortly. We will inform transporters via email. Place all information related to early auctioning on a special page on the Royal FloraHolland website.
Which end times per location do we communicate to growers and customers?
We assume that the number of transactions will be at or slightly above the 2018 level. We expect the following end times for the upcoming peak period:
- Aalsmeer
-
- Flowers up to 65,000 transactions: end time 2:00 pm
- Plants up to 17,500 transactions: end time 2:00 pm
- Naaldwijk
-
- Flowers up to 47,500 transactions: end time 1:00 pm
- Plants up to 19,000 transactions: end time 2:00 pm
- Rijnsburg
-
- Flowers& plants up to 32,500 transactions: end time 1:00 pm
These are target times. We will probably be able to deliver earlier if the number of transactions is at the level mentioned. The more transactions, the more processing time we will need. Because of this, the end times and the time of delivery to the box of the customer may be later.
How can growers and customers follow the expected end times every day?
You can follow the expected end times on the 'End times forecast' page on our website or in the Royal FloraHolland app.
What if something goes wrong with a delivery in the customer's box?
In that case, customers can contact Customer Service at T +31 (0)88- 789 89 89 or klantenservice@royalfloraholland.com. On the extra busy days in 2019: on 23 April, 6 May, 20 May, 27 May and 11 June, Customer Service employees will connect customers directly to an employee at the auction location, who will help to resolve the problem immediately.
