Big Day, Small Service
This months post comes by way of a recent conversation with a client that shared yet another horror story of her initial contact with potential wedding disc jockeys.
While I do not profess to have all of the answers and I certainly don't intend for my blogs to give the impression that my way of doing business is the only way, I must admit that I continue to be amazed at the number of wedding vendors that violate some of the most basic and common sense rules of business, yet they continue to work in our industry. I don't know how they do it.
One of those 'common sense rules' I'm talking about is the initial phone conversation and the follow up call. Last week we met with a couple who shared their story of their search for a DJ. She had gone on line, browsed the phone book, talked to friends, attended a bridal fair and took all of the steps that most brides take when looking for a vendor. She narrowed down her search to the few she decided to contact and proceeded to call and/or email each one.
While each DJ had answered the phone or responded to her email, it was how they did this that puzzled her. Some were abrupt, rude, disinterested, cold, robotic or otherwise disconnected from the potential client that they had right there on the phone. Still another one or two simply took her name and address and sent her a "package" in the mail without ever inquiring about the type of DJ she wanted or what her budget was. What aggravated her about the package she received was that it contained your standard brochure, a business card and a few other pieces of generic fluff - briefly describing what they did and how they did it, but little else. Most didn't even contain a price list or a personalized greeting. She just didn't feel a connection with any of them. She stated that she felt as if they didn't care whether they got her business or not. And you guessed it, many didn't even follow up with a phone call to make sure she even received the information that they'd sent.
This is the point of this blog. As a couple who are planning a wedding, you simply should not be made to feel this way. There is nothing more aggravating and disappointing than handing over your cash to a person who does not seem excited and interested in your wedding day - and I don't care if your talking about DJs or limo drivers, bakers, caterers or banquet managers. The people you contact should jump out of their seats when that phone rings and bend over backwards for you - being flattered that you even contacted them. Getting the phone to ring in this business is 50% of the secret to being successful. Delivering a outstanding performance and making good on all of your promises is the other 50%. Don't settle for any wedding vendor who behaves in a manner that doesn't make you feel like the only bride and groom on the face of this Earth, period. This is a BIG day, don't settle for SMALL service.
Weddings are all about service and fulfilling dreams - your dreams. Great service isn't rocket science, yet you'd think that it was an alien concept after talking to some of our clients that come in to our office and share stories about their search for wedding vendors. Again, the secret to not having to settle is to start early, at least a year in advance and take your time choosing. At the same time, when you find someone who blows your socks off, don't hesitate to hire them. You'll kick yourself later if you wait too long and they give away your date away to another couple!
Remember, most professionals will not hold a date without a deposit, so bring your check book just in case a vendor blows you away. Leave it in the car if it makes you feel less pressured, but don't risk losing your choice of wedding professional by trying to schedule another meeting. We've had clients walk out of our office and two hours or two days later, another couple will call looking for the same date. This is a business after all and a vendor can't wait forever for a couple to decide. At that point it's first come, first served - and nothing is worse than when we have to make that call telling someone their date is no longer available because they waited too long to make a decision. Sometimes it's just impossible to contact a potential client when another potential client is interested in the same date and that puts a vendor in a very tough situation.
To close, I guess I'm just a little old fashioned when it comes to expecting great service, but I'm not lowering my expectations or my standards anytime soon. In this day and age of out-sourcing and telecommuting, I'll take my service the old-fashioned way - thank you very much - I want more than I paid for. How about you?
In your search for wedding vendors, if the person on the other end of that phone isn't happy to hear from you, hang up and give me a call. Even if you don't hire me, we'll have a great conversation!
Happy hunting and see you soon.
While I do not profess to have all of the answers and I certainly don't intend for my blogs to give the impression that my way of doing business is the only way, I must admit that I continue to be amazed at the number of wedding vendors that violate some of the most basic and common sense rules of business, yet they continue to work in our industry. I don't know how they do it.
One of those 'common sense rules' I'm talking about is the initial phone conversation and the follow up call. Last week we met with a couple who shared their story of their search for a DJ. She had gone on line, browsed the phone book, talked to friends, attended a bridal fair and took all of the steps that most brides take when looking for a vendor. She narrowed down her search to the few she decided to contact and proceeded to call and/or email each one.
While each DJ had answered the phone or responded to her email, it was how they did this that puzzled her. Some were abrupt, rude, disinterested, cold, robotic or otherwise disconnected from the potential client that they had right there on the phone. Still another one or two simply took her name and address and sent her a "package" in the mail without ever inquiring about the type of DJ she wanted or what her budget was. What aggravated her about the package she received was that it contained your standard brochure, a business card and a few other pieces of generic fluff - briefly describing what they did and how they did it, but little else. Most didn't even contain a price list or a personalized greeting. She just didn't feel a connection with any of them. She stated that she felt as if they didn't care whether they got her business or not. And you guessed it, many didn't even follow up with a phone call to make sure she even received the information that they'd sent.
This is the point of this blog. As a couple who are planning a wedding, you simply should not be made to feel this way. There is nothing more aggravating and disappointing than handing over your cash to a person who does not seem excited and interested in your wedding day - and I don't care if your talking about DJs or limo drivers, bakers, caterers or banquet managers. The people you contact should jump out of their seats when that phone rings and bend over backwards for you - being flattered that you even contacted them. Getting the phone to ring in this business is 50% of the secret to being successful. Delivering a outstanding performance and making good on all of your promises is the other 50%. Don't settle for any wedding vendor who behaves in a manner that doesn't make you feel like the only bride and groom on the face of this Earth, period. This is a BIG day, don't settle for SMALL service.
Weddings are all about service and fulfilling dreams - your dreams. Great service isn't rocket science, yet you'd think that it was an alien concept after talking to some of our clients that come in to our office and share stories about their search for wedding vendors. Again, the secret to not having to settle is to start early, at least a year in advance and take your time choosing. At the same time, when you find someone who blows your socks off, don't hesitate to hire them. You'll kick yourself later if you wait too long and they give away your date away to another couple!
Remember, most professionals will not hold a date without a deposit, so bring your check book just in case a vendor blows you away. Leave it in the car if it makes you feel less pressured, but don't risk losing your choice of wedding professional by trying to schedule another meeting. We've had clients walk out of our office and two hours or two days later, another couple will call looking for the same date. This is a business after all and a vendor can't wait forever for a couple to decide. At that point it's first come, first served - and nothing is worse than when we have to make that call telling someone their date is no longer available because they waited too long to make a decision. Sometimes it's just impossible to contact a potential client when another potential client is interested in the same date and that puts a vendor in a very tough situation.
To close, I guess I'm just a little old fashioned when it comes to expecting great service, but I'm not lowering my expectations or my standards anytime soon. In this day and age of out-sourcing and telecommuting, I'll take my service the old-fashioned way - thank you very much - I want more than I paid for. How about you?
In your search for wedding vendors, if the person on the other end of that phone isn't happy to hear from you, hang up and give me a call. Even if you don't hire me, we'll have a great conversation!
Happy hunting and see you soon.
posted by Ron A. Lamoreux, Jr. | 8:28 PM
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