EXTRA! EXTRA!

DELIVERING SMILES ! MOTHER’ S DAY/L ATE SPRING 2013

1-800-FLOWERS.COM® & BloomNet and are delightedto recognize the top performing Florists for their talents, dedication,

and excellence in fulfilling orders!... See inside for Award Winners

1800FLOWERS.COM® & BLOOMNET & RECOGNIZETOP PERFORMING FLORISTS!

1-800-FLOWERS® Fields of Europe™for Mom PC# 99219

1-800-FLOWERS® Mother’s Embrace™PC# 103370

1-800-FLOWERS® Make Mom’s Day™PC# 103404

1-800-FLOWERS® Mama Paws™PC# 95229

UPCOMING 1-800-FLOWERS.COM® MOTHER’S DAY PRODUCTS

In recognition of your commitment to thecomprehensive standards of the

BloomNet Florist Quality Care Program

Award of Quality Achievement

FloristQ

ualityCareProgram

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m o T h E R ’ s d A Y / l A T E s P R i n g 2 0 1 3

Performance Criteria Goals• Customer Service Inquiries (“CSI’s) -1.5%• Order Rejects- 2.00%• Order Rejects made within 1 hour of receiving order- 100%• Delivery Notifications Received - prior to 7:00pm (of the day of delivery)- 100%• Orders Accepted without Price Change - 100% .

Like you, we embrace our “floristness” every day, and we

always stress the importance of building relationships first

and doing business second. We are completely obsessed

with customer service, and we are thrilled to team with such

a successful network of professional Florists who also shares

our commitment to excellence and delivering smiles to our

customers everyday!

The BloomNet Professional Florists selected for the

1-800-FLoWers.com® Top Performance Awards have strived

for excellent performance during the last three months and

are recognized for their outstanding efforts. Please take a

moment to review our 1-800-FLoWers.com® Top

Performance Award Winners (shown on page 3) and

congratulate them on a job well done!

1-800-Flowers.com® TopPerformance Award

Increase Profitability• improved Quality = more repeat Business!• Earn Out incentive for top performers – Florists with no

customer complaints or rejected orders will earn out of themonthly Quality Assurance fee.

• improving Quality performance – consistent topperformers receive more orders, broaden coverage areasand boost their profits!

Awards & recognition• Top-rated florists will be recognized each quarter by

1-800-FLoWers.com®.• Top performers deserve our praises! To celebrate youraccomplishment, we’ll send you a plaque to display in your shopand reinforce to your retail customers your dedication to quality.

Quality Assurance coaching & Best Practice• We’re committed to ensuring your success! Our Quality

Assurance Team is 100% dedicated to helping you improveyour performance and Quality Performance metrics.

• Our Quality Assurance Best Practice Guide details all thesteps necessary to maintain the highest Quality performancemetrics. Visit the Utilities tab on BloomLink to downloadthis valuable training guide for you & your staff.

rewards and consequences• Florists who perform well receive many benefits, including

more orders, new zip codes (if desired), and other awardsand recognition, while florists who continually face qualitychallenges may see a reduction in orders.

Quality Assurance Program overview & Benefits

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1800FLOWERS.COM®

TOP PERFORMANCE3RD QUARTER AWARD WINNERS

De

livering Smiles

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1800FLOWERS FAIRFAX FAIRFAX, VA

A BLOOMING EARTH DECATUR, GA

A FLOWER BASKET AUSTIN, TX

AONEOFAKINDCREATION FLORIST ROMULUS,MI

A TOUCHOF LOVE FLORIST JERSEY CITY, NJ

AFFORDABLE FLOWERS SEBRING, FL

ALL ABOUT FLOWER POWER EDMOND, OK

ALL SAINTS CHAPEL FLORISTAND BOUTIQUE HOWELL, MI

ALWAYS IN SEASON WESTWARWICK, RI

ALWAYSWITH FLOWERS LEMONT, IL

ANNA FLOWERS JUPITER, FL

ASTER PARK FLORAL STUDIO GREEN BAY,WI

BEAUTIFUL BOUQUETS AND BASKETS PALMBAY, FL

BOOS FLORAL DESIGN HICKSVILLE, NY

BOWDEN FLOWERS KOKOMO, IN

BRISAS FLOWER SHOP CHINO, CA

BUNDLEOF ROSES HERNDON, VA

CHAMBERLAINS FLOWER SHOP MILWAUKEE,WI

CHRISTELLS FLOWERS KILLEEN, TX

CINNAMONS FLORIST ISSAQUAH,WA

CLIFF GARDEN FLORIST FAIR LAWN, NJ

CONCESSI BLOOMS RIVERVIEW,MI

CONROYS FLOWERS LOS ALAMITOS, CA

CORWIN FLORIST ANDGHSE WARWICK, NY

COTTAGEGARDEN FLORIST FRENCHTOWN, NJ

COULTER FLORISTS MARYVILLE, TN

DISTINCTIVE FLORAL DESIGNS LLC SLIDELL, LA

EDITHS FLOWERS HOLDEN,MA

ELGIN FLOWERS ANDGIFTS ELGIN, SC

EXOTICA FLORIST FAIRFAX, VA

FANNYS FLOWERS TEMPLE CITY, CA

FIRESIDE FLORIST COLUMBUS, OH

FIVE OAKS FLORIST, LILBURN, GA

FLORAL FASHIONS POQUOSON, VA

FLOWER FASHIONS TULSA, OK

FLOWER POWERDAVENPORT DAVENPORT, FL

FLOWERAMA LORAIN LORAIN, OH

FLOWERAMAMOBILE MOBILE, AL

FLOWERS ANDGIFTS BYMICHELLE SOUTHHOLLAND, IL

FLOWERS BY ADDALIA TOMS RIVER, NJ

FLOWERS BY CHUCK LYNDHURST, NJ

FLOWERS BY JUDY WHITE HOUSE, TN

FLOWERS BY TIFFANY LLC STAFFORD, TX

FLOWERS TOGO BRANCH 2 BREMERTON,WA

FOREVER FRIENDS FLORAL NEWHAVEN, IN

FRIDAYS FLOWERS ANDGIFTS FAYETTEVILLE, AR

FURST FLORIST ANDGARDENCENTER DAYTON, OH

GCG FLOWER AND PLANTDESIGN CARY, NC

GAETAS FLOWERS ANDGIFTS LOS GATOS, CA

GIGIS FLORIST CASTROVALLEY, CA

GOFF ANDDITTMAN GRANITE CITY, IL

GREEN THUMBWEST FLORALANDGIFTS AUGUSTA, GA

GREEN TRAIL FLORIST LISLE, IL

HELENS FLORIST WHITEHOUSE STATION, NJ

HOLIDAY FLORIST GIFTS HOLIDAY, FL

IN BLOOM FLOWERS ANDGIFTS ALBUQUERQUE, NM

IVY LEAGUE FLOWERS SOUTHOLD, NY

JD BALLANTINE INC MENTOR, OH

KIMBERLYS FLORAL DALLAS, PA

LANIERLAND FLORIST CUMMING, GA

LINSK FLOWERSMAIN MINNEAPOLIS, MN

LIZS FLOWERS SANDIEGO, CA

LOCKERS FLOWERS MCHENRY, IL

MISS DAISYS FLOWERS ANDGIFTS LEESBURG, FL

MONDAYMORNING FLOWER YARDLEY, PA

MONICAS FLORIST SAN FRANCISCO, CA

MRS D’S FLOWER SHOP INC LAKELAND, FL

MUMS THEWORD FLORIST FLORENCE, SC

NANCYS FLORAL GRESHAM, OR

NORTH BEACH FLORIST SAN FRANCISCO, CA

OAKLAND IN BLOOM OAKLAND, NJ

OCCASIONSOFNAPLES NAPLES, FL

PALOS FLOWERS ANDGIFT BASKETS PALOS HEIGHTS, IL

PATRICIA ANN FLORIST SOUTH BEND, IN

PATS FLORIST RICHMOND RICHMOND, VA

PERFECT EVENTS FLORAL ANDGIFTS KINGOF PRUSSIA, PA

PETALS AND STEMS MONSEY, NY

PETOLINO FLORIST NEWARK, NJ

POLDERMANS FLOWER SHOP PORTAGE,MI

PORT CHARLOTTE FLOWERMART PORT CHARLOTTE, FL

ROSE CART SUNNYVALE, CA

ROSE COTTAGE MADISON,WI

ROSE FLORIST FAIRFIELD FAIRFIELD, CA

SAN FRANCISCO FLORAL EXCHANGE SAN FRANCISCO, CA

SANMARIN FLOWERS NOVATO, CA

SEIFERTS FLOWERMILL NORTHCANTON, OH

SHIRLEYS FLOWERS AND SWEETS NASHUA, NH

SILK CREATIONS ROCHESTER, NY

SNELLVILLE FLORIST INC SNELLVILLE, GA

SOUTHERN FLORAL SHOP SAINT LOUIS, MO

SOUTHERN TRADITIONS FLOWERS FAYETTEVILLE, GA

STRATFORD FLORAL TNL LLC NORWALK, CT

SWEET PEAS FLORIST MEDFORD, NY

THE DAISY CHAIN MEDFORD, NJ

THE FLOWER BOXOFWESLEY CHAPEL LUTZ, FL

THE FLOWERGARDEN CORVALLIS PHILOMATH, OR

THE FLOWER SHOPPE COLUMBIA STATION, OH

THE FLOWER SONG SEBASTOPOL, CA

THE FLOWER STOP II XENIA, OH

THEWINDSOR FLORIST INC NEWYORK, NY

THREE VILLAGE FLOWER SHOPPE SETAUKET, NY

TREELAND FLORIST ANDGREENHOUSE NEW BEDFORD,MA

VANS FLORIST MORENOVALLEY, CA

VICTORIA K FLORIST WOODBRIDGE, VA

VOSE SMITH FLORIST PORTLAND,ME

WALTER’S FLOWERS NUTLEY, NJ

WARDS FLORIST ANDGREENHOUSE BEVERLY, MA

WILDFLOWER FLORIST NAPERVILLE, IL

WINDMILL FLORIST LAS VEGAS, NV

WINDYS FLOWERS SANDIEGO, CA

1-800-FLOWERS Franchise/Co-Branded Florist

1-800-FLOWERS Premier Florist

Multiple Quarterly Performances Awards

to our 2012 Florist Quality Care ProgramAwardWinnersinmeeting the benchmark of excellence for fulfillingorders and building customers relationships!

congratulationsFloristQu

ality Care Program

> A Flower Can - Fort Gibson, OKSheila Bebee, Dane Love& Patti Simmerman

To become a BloomNet Florist, contact us at 1-800-BloomNet (1-800-256-6663)or visit www.mybloomnet.net today!

> Schaaf Floral - Fridley, MNMaria Schaaf & David Book

> Plant Peddler - Rock Hill, SCBill Jacobson &Madeline Presler -McDonald

> De Santis Florist - Columbus, OHNick, Michelle, and Matt De Santis

> Petal Pushers Flowers & Gifts- Foley, AL

Dana Michael, Andy Roberson& Jackie Harrell

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CONGRATULATIONS TO OUR 2012 FALLQUALITY ACHIEVEMENT AWARD WINNERS

1. Complete FQCP nomination form under Utilities Tab on BloomLink.com, or facebook.com/bloomnet.net.2. Submit your nomination by Friday, February 22, 2013.3. Email us your feedback and nomination form at floristqualitycareprogram@bloomnet.net.

2013 Spring BloomNet Florist Quality Care Program Awards will be Announced in April 2013!

PETAL PUSHERFLOWERS & GIFTS Foley AL

LAKE HAMILTONFLOWERS Hot Springs AR

FIESTA FLOWERS PLANTS& GIFTS Tempe AZ

MABLE’S FLOWERS Rialto CA

DARLING FLOWER SHOP Berkeley CA

EVERY BLOOMIN’ ColoradoTHING Springs CO

JORDAN FLORIST Windsor CT

HILLY FIELDS FLORIST Tallahassee FL

SARASOTA FLORIST& GIFTS Sarasota FL

PORT CHARLOTTEFLOWER MART Port Charlotte FL

JOHNSON’S FLORIST Savannah GA

BOESEN THE FLORIST Des Moines IA

EIGHNER’S FLORIST Homewood IL

LANSING FLORAL SHOP Lansing IL

COUNTRY CREATIONSFLOWERS & GIFTS Marion IL

PORTAGE FLOWER SHOP Portage IN

FLOWERS BY ANGIE Lexington KY

FOREVER SPRINGSFLORIST Westwego LA

JUDY’S VILLAGEFLOWERS Foxboro MA

ALWAYS GOLDIE’SFLORIST Edgewood MD

FLOWERS BY LUCY Aberdeen MD

GREY FOX FLORAL Tecumseh MI

SCHAAF FLORAL Fridley MN

FLORAL ARTS St. Joseph MN

TEEFEYS FLOWERSAND GIFTS Kansas City MO

A TO Z FLORIST Southhaven MS

NEW LOOK FLORAL Belgrade MT

ANNABELL’S FLORIST& GIFTS Belmont NC

DALBOL FLOWERS& GIFTS Fargo ND

AMY’S FLOWERS Elkhorn NE

ENTENMANN”S FLORIST Jersey City NJ

SIMPLY FLOWERS Belmar NJ

SILVER LEAF FLORAL Silver City NM

BOUQUETS &BLOOMS.COM Amherst NY

THE FLOWER STOP Xenia OH

DE SANTIS FLORIST INC. Columbus OH

A FLOWER CAN Fort Gibson OK

CORA’S FLOWERSAND GIFTS Berwick PA

FOREST GLEN FLOWERSAND GIFTS Reading PA

PLANT PEDDLER Rock Hill SC

KING’S FLORIST Myrtle Beach SC

CAPITAL CITY FLORIST Pierre SD

BLOOMING BOUTIQUEFLOWERS Nashville TN

EARTH ART Granbury TX

POSEYS ‘N’ PARTIES Duncanville TX

VIDOR FLORIST Vidor TX

FLOWERS TO GO Humble TX

THE VINTAGE VIOLET West Jordan UT

LAKE ANNE FLORIST Reston VA

BECKY’S COTTAGEFLORAL Fond du lac WI

Nominate a fellow BloomNet Florist For TheFlorist Quality Care Program!

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The 1-800-FLoWers.com® codified Product AUToshiP ProGrAm is designed to help top projected & fulfilling 1-800-FLoWers.com®

Florists secure adequate inventory of the hard goods and accessories needed to fulfill top-projected and featured 1-800-FLoWers.com®

codified arrangements.

our 1-800-FLoWers.com® Florist operations & Planning Teams are dedicated to ensuring your success! A great deal of time and

effort goes into planning projections for each Florist that’s selected to participate in the Autoship Program. The team carefully reviews

the 1-800-FLOWERS.COM® product line and determines which Codified Containers/Accessories and quantities should be shipped

out. Florists that are selected to participate in the Autoship Program are automatically shipped sufficient quantities of specific

codified Products to support 1-800-FLoWers.com® order volume based on projections for the season. if the Florist already has

sufficient inventory on-hand, they will not receive an Autoship delivery.

secure inventory of key, featured codified hard goods andaccessories before quantities run out of stock. Codifiedarrangements are emphasized and featured prominentlyby 1-800-FLoWers.com® on its website and in nationalmarketing campaigns every season. if a florist is unable tosecure inventory of the codified hard goods and accessoriesrequired to fulfill these arrangements, they become ineligibleto receive orders or benefit from the volume generated bythese sales and marketing efforts.

save time and effort by letting our Planning Team: 1) determinethe estimated inventory needed by your shop to cover its ordervolume projections, and 2) place the order for you.

Normally, codified hard goods & accessories that are shipped aspart of an Autoship Program have deferred billing whereby paymentis due at the end of the projected selling season. Deferred billingis not normally available to florists who order codified products &accessories on their own (outside of the Autoship Program).

m o T h E R ’ s d A Y / l A T E s P R i n g 2 0 1 3

1-800-Flowers.com® codified Product - Autoship Program

AutOShip BEnEFitS FOR tOp FuLFiLLing 1800FLOWERS.COM® FLORiStS

BloomNet Florists are selected to participate in the Autoship Program on the basis of their historical performance and order volume

projections for the given selling season. Not every florist is selected to participate in this program. 1-800-FLoWers.com® specifically

targets top fulfilling florists to participate in this program prior to each major selling season.

Please note that if a florist is selected to participate in the Autoship Program during one season it does not mean that they are automatically

selected to participate in the Autoship Program for future seasons. Each season’s selection process is independent and exclusive of each other.

Florists that are selected to participate in the Autoship Program are always notified via BloomLink General message & email* in advance

of any orders being placed (*for select florists that have an updated and current email address on file). These notifications specify the

codified hard goods and accessories that are included in the program for the given season, and provide a timeframe for receipt

of those hard goods.

1-800-FLoWers® Franchise & Premier Florists are strongly encouraged to participate in all Autoship Programs. other BloomNet Florists

who are selected to participate in the program are provided with a 5-10 day period to opt-out of the current program.

Stay tuned for upcoming Autoship program communications & take advantage of this valuable service!

• •

•

Valentine’s Day 2013 – main Autoship communication(to all selected florists) is expected to go out in January. Preliminary Autoship communication (to 1-800-FLoWers®Franchise & Premier Florists only) is expected to go out in early/mid December.

Mother’s Day 2013 – main Autoship communication(to all selected florists) is expected to go out in early April. Preliminary Autoship communication (to 1-800-FLoWers®Franchise & Premier Florists only) is expected to go out in early late march.

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m o T h E R ’ s d A Y / l A T E s P R i n g 2 0 1 3

Florist communicationsgEnERAL MESSAgES

BloomLink General messages are the primary means by

which BloomNet and 1-800-FLoWers.com® communi-

cate with BloomNet Professional Florists. General mes-

sages are used to provide BloomNet Florists with impor-

tant holiday operations Updates such as Flexible Delivery

options during peak periods, New Product Launches and

marketing Promotions, holiday Projections and Autoship

Program details for top fulfilling 1-800-FLoWers.com®

Florists.

As a reminder, General messages print out automatically

on your BloomLink system, similar to how orders print.

it is every BloomNet Florist’s responsibility to make sure

that they are able to view General messages and stay

informed by reading all messages that are sent by Bloom-

Net and 1-800-FLoWers.com®.

To improve customer satisfaction, for both consumers & BloomNetFlorists, reduce customer complaints as well as costly order cancellationsand redeliveries, the BloomLink Delivery confirmation feature now pro-vides Delivery status fields to allow Florists to provide critical additional

information surrounding the Delivery status of an order.

1) More delivery details – Florists can specify with whom/where the orderwas delivered.

2) Attempted deliveries details – Florists can specify the reason why anorder could not be delivered. What’s more, when “Need Additional informa-tion” is selected, the system will automatically trigger an INQR-Inquiry Messageto customer service.

3) Attempted delivery – For certain responses, a redelivery calendar will beprovided to specify the next date for redelivery. For your convenience, allAttempted Deliveries will be flagged with a yellow icon.

Please note: If a delivery attempt is made on therequested delivery date, Florists will be paid for thedelivery confirmation when the order is deliveredthe following day.

sTEP 1 - Eliminate as much background noise as possible(this is very important).

sTEP 2 - Dial into the Auto-Con Speech ActivatedConfirmation Service at 1-888-717-6890.

sTEP 3 - The system will ask you for an order number.

sTEP 4 - Clearly and Slowly, speak or enter the first ordernumber that needs to be updated (again, only those thathave been successfully delivered should be confirmed).

sTEP 5 - The system will repeat back the order number,and ask you to verify.

sTEP 6 - You can either verify the order number, or makethe correction by speaking the corrected order number.

sTEP 7 - The system will then update the status of thatorder to “delivered” and ask for another order number.

sTEP 8 - At that time, you can either enter anotherorder number, or hang up.

sTEP 9 - If the system doesn’t recognize or can’t find theorder number, it will ask you to repeat the order number.Please check to ensure the order number is correct andrepeat the order number slowly and clearly.

sTEP 10 - If the order has already been confirmed, thesystem will state that the status on this order has alreadybeen updated to “delivered” and ask if you’d like to updateanother order.

SEnd dELiVERY COnFiRMAtiOnS dLC’S BY MOBiLE phOnE- Just dial 1-888-717-6890 & Follow these Easy Steps!

dELiVERY COnFiRMAtiOn FEAtuRES

EARn A $0.75 CREdit SuBMit dLC’S BY 7:00pM!

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did YOu KnOW?

Did you know that when your shop submits a Delivery confirmation to 1-800-FLoWers.com® that an email is

immediately sent to the customer informing them that their recipient is enjoying their thoughtful gift. if you submit

a Delivery confirmation prior to the recipient receiving the gift, then we are erroneously notifying the customer of the delivery and this

could lead to unnecessary cancellations or redeliveries. similarly, late submissions or end of day batching of Delivery confirmations may

cause customers to wonder why their gift hasn’t arrived and can lead to cancellations. To avoid these costly cancellations and replace-

ments, be sure to submit Delivery confirmations as soon as the recipient receives their gift. While still out on the road, Drivers can use

the 1-800-FLoWers.com® toll-free mobile confirmation service. See below for details.

For detailed step-by-

step instructions on

how to use the

BloomLink Delivery

Confirmations Features,

go to the Utilities Tab

on BloomLink

Recipe Consistency and Compliance–the design Resource guideAs your prepare procurement and develop your operations plan, it’s more important than ever that we work together to meet our mutual

customers expectations. Please be sure to carefully review the 2013 mother’s Day / Late spring & everyday (“DrG”) located under the Utilities

Tab in BloomLink, to ensure that you have the proper containers (codified and Non-codified), fresh flower inventory and materials needed to

fill 1-800-FLoWers .com® orders according to the recipes provided. Provide a great opportunity to win a customer for life!

Codified Containerscodified containers are available for purchase on BloomNet Products by visiting www.bloomnet.net. remember, all BloomNet Product

purchases can be applied to your BloomNet clearinghouse statement! Also many of the Non-codified containers and utility vases are

now available from BloomNet. so, take advantage of our affordable prices! containers not sold on BloomNet Products are widely

available through your local wholesaler.

Helpful customer service reminders

1. The 2013 1-800-FLoWers.com mother’s Day, Late

spring, and everyday Design resource Guide (DrG) and

BloomNet Workroom manual should be followed when

filling orders. overall shape, size and style of the arrangement

should be maintained.

2. shades and color combination of the arrangement should

be consistent. Substituting flower varieties of equal value and

similar appearance is acceptable, if necessary.

3. substitution of floral content is permitted when necessary

to ensure delivery in a timely manner. substitutions should

be of equal value and similar type flowers. (e.g., spike for spike,

round for round). if a substitution is made the Florist must

notify 1-800-FLoWers by sending an iNFo message.

4. Variety should take preference over color on single

variety arrangements.

5. We encourage you to buy specific components for

our featured arrangements, so the arrangement closely

resembles product images as advertised. Please match

containers listed in the DrG and Workroom manual

whenever possible, particularly for color. For example,

using a 7” h Purple Glass Vase to fulfill 1-800-FLoWers®

Lavender Dreams™.

6. substitution of codified Products is not acceptable, unless

you’ve received the express consent of the sending florist

(including 1-800-FLoWers.com® orders).

1800FLOWERS.COM® SUBSTITUTION POLICY

Flexible delivery OptionsDuring the busy holiday season, be sure to remind your staff to carefully review the special instructions portion of the order for Flexible

Delivery instructions, which are designed to support your capacity and production efforts.

delivery ConfirmationsThe Delivery confirmations provided by BloomNet Florists help provide customers with the assurance of knowing exactly when their order

was delivered and peace of mind that their expression was conveyed to the recipient. All BloomNet Florists are required to send in your

Delivery confirmations by 7:00p.m. What’s more, you’ll earn a $0.75 creDiT for each Delivery confirmation received on time!

Meeting customers’ expectations is critical, so please take a moment to review our Substitution policy listed below.

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d E l i v E R i n g s m i l E s ! m o T h E R’ s d A Y / l A T E s P R i n g 2 0 1 3

Call us at 1-800-Bloomnet (1-800-256-6663) or visit us at www.Bloomnet.net today!