What do brides really expect from their wedding vendors? Great customer service! At Bridal Expo Chicago, we do everything within our power to make sure our “to-be-weds’ are the most well informed and pampered customers in the wedding market. We scour the wedding market thoroughly to bring to you the best vendors available… all in one place. What we give our clients is what we expect them to pass on to our brides; the best customer service available. So what (exactly) does great customer service entail?
1) Contact – If you have called a vendor more than once and haven’t gotten a call back, this is a red flag. If they can’t be on the phone to schedule an appointment before they book your event, what will happen once you have paid? Vendors – Get in touch with your clients even if you are swamped. It only takes a few minutes to book an appointment or to explain why you can’t. If you don’t have time to call them back, don’t be shocked if they feel the same.
2) Too Much – Inundating your potential clients with mass emails, constant phone calls and all kinds of direct mail can be a little much. If you are filling their inbox, mailbox and voicemail with offers or discounts (no matter how good they are) they could become frustrated. Some might see it as desperate and even worse, annoying. Remember there is a difference between being persistent and being pushy! Find a balance by asking for customer feedback and always have an ‘opt out of offers’ button, as required by the FCC. 3 emails per week might be just right but, 3 emails every hour might be a little too much.
3) Offers – If you are going to advertise a promotion, make sure it is valid and easy to understand. Tricky numbers and faux discounts is a huge turn-off. Another turn-off is gimmicky offers that have more fine print than a Chicago phone book. Everyone loves to save money so offering incentives is always a great idea…. unless the customer can’t understand the terms. When you are handed a prize onstage at a Bridal Expo Chicago event, you are handed a prize with no strings attached.
4) Remember– If you can’t remember the name of the person you are speaking to, there is a problem. Keep a notepad and jot down important information about their event so you can refer to this when you are speaking to them. Never pick up the phone without picking up their file so you can stay on top of changes, making notes each time. Clients book vendors based on a feeling of familiarity and comfort more than price-shopping alone.
5) Go the extra mile. Knowing the colors, flowers, favorite songs or other details of the wedding, will show your customer that they are important. One vendor in particular always presents the bride and groom with a gift that signifies their relationship. Whether they play golf, or tennis or are big NASCAR fans, he goes the extra mile to make sure they know how much time and love he has invested in them and their event.
We are all consumers so we know how important customer service is for our brides and grooms. Rather than worrying about whether or not the customer is always or even sometimes right; it might be a little more helpful to conduct your business according to the golden rule: “Treat others the way you want to be treated” Be honest, be reliable, be efficient and willing to work to produce the most desirable outcome.
-Penny Frulla for Bridal Expo Chicago
Bridal Expo Chicago does not sell or share email lists or personal information with any other companies. If you ever have a problem, please contact our offices at 847-428-3320.