So, you’re planning your wedding. There’s so much to think about and do… so much to plan and consider. So many people to involve, inform and induct into your wedding world. Fun, huh? 🙂
Over the years, I have worked with some amazing vendors, from bands and DJs to caterers, venues, florists, and napkin makers. I’ve seen the worst of DJs who would rather hear their own voice than play the music you hired them for. Caterers that forget basics, like silver ware. Venues that get the date wrong. Florists that deliver the flowers with the wrong selections in them. I won’t even go into what the napkin maker did (you really don’t want to know).
One thing that seems to be a recurring theme throughout the wedding vendor industry, at least one that appeals so greatly to my sense of "what a great vendor" is the element of customer service. I have long been the ultimate proponent of throwing anyone out of a service organization that delivered poor customer service. The client is your lifeline. Without it, there is no business. But some go above and beyond.
I recall a caterer who had prepared two dishes incorrectly and that were not ordered by the bride’s family. Ordinarily, they might have accepted the meal "as is" and taken a discount later, but they couldn’t accept the meal because it would have triggered an allergy in about 30% of her family members, including the groom. Shellfish allergies seem to run in the family. Instead of throwing up their hands and saying "there’s nothing we can do," the owner called two of his own family members. About ten minutes later, some more appetizers were delivered (people were hungry!). Thirty minutes after that, six big trays of a new dish was delivered, enough to feed twice the people there. Now, that’s customer service.
Everyone makes mistakes. There’s just no exception to that. The ability to recover from those mistakes and give you a good attitude at the same time is the measure of good customer service.
I personally take pride in the level of customer service provided here. I have never argued with a client. If they are upset about something, I listen to their entire situation before responding. And in almost every case, we have worked out a reasonable solution for everyone. Of course, with only one situation every year or so, you’d think we’re out of practice. 🙂
The important part for you brides to be is to remember that a) we’re human, and we will make mistakes, b) if you give us the opportunity to fix a problem, it will probably be taken care of quickly, and c) only the best of professionals will always provide great client service.
Good luck with that wedding planning. 😉