Perfecting Customer Service

customer service Jul 11, 2022

Have you ever tried to return something to the store for a refund and didn't have a receipt and they denied you?  If you are like most people, you most likely got irritated about it. If you stop to think about it, why did you get mad? Isn't it your fault that you didn't save the receipt in a place you could find it? Is their policy clearly posted?  Sometimes we get mad about things because of our perspective of what should be not what actually is. 

With this in mind, it is important that you understand that your clients may not have read the fine or even bold print. They may be assuming many things about what they should expect. Good customer service begins with clarity of expectation.

After years of trying to ensure we had everything in writing and people still not reading or remembering what they read, we have developed what I will call over communication. 

We do this with several steps throughout the process:

1st we explain our services and our processes not 1 time but twice.  We do it in our initial meeting as well as review it in our 1st official meeting after booking.

2nd We provide them with their own binder that also has an overview with a few bullet points that explain our process.

3rd We remind them as we move through each step what process we just completed with a review, we explain the process we are in and let them know what we will be working on. 

For a long time, I didn't bother them with all the little details of what we are doing like getting estimates, waiting for confirmations, changes in little details.  Now, I try to send them at least an email every couple of days in the beginning with brief updates of what we are working on.  

Once we have most of the planning done or if we have a portion of the planning that we won't be doing much of the planning, I set up a schedule to email them with "check-in points".  I have found that this helps them to know we haven't forgotten them.  We are still planning, but just remind them that we are in some time of holding pattern It doesn't hurt to mention you might be just looking at their  Pinterest, their layout, or something to do with their wedding so, they know that their wedding is still on their mind. 

If your business is going through a busy time and you know you won't be able to connect with them, consider scheduling an email. 

Communicating with your client on a consistent basis will help reassure them in their choice to hire you. 

Happy Planning!

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