5 Tips for Creating an Unforgettable Client Experience
One of the most common topics for wedding pros to explore is how to attract more ideal clients. And, for great reason – we all want to love the couples we work with!
But, the way to work with more ideal clients is not only through the photos in your portfolio or the words you share about them. Instead, so much of attracting more ideal clients is in the overall client experience you create.
Friends and family members talk, and you want your couples to share how much they loved working with you during their wedding planning journey, and not just on the wedding day itself!
So, how do you create an unforgettable client experience your couples will love to share? Here are the five things you need to know and do!
01. Educate from day one
Remember, most couples have never planned a wedding before. So, it’s extremely important to educate each of your couples from the very beginning. Keep couples in the know about the wedding planning process, your availability (make your office hours known, friend!), and how you will communicate (know where you stand on texting vs. emailing!). Consider highlighting all of these important details in a welcome email, PDF, or even a branded magazine! The key piece? Stay consistent with your policies. Clients are more likely to honor and respect your time when you set (and stick to) clear boundaries!
Whenever you start working on a new piece together (ie. their timeline or ceremony processional for instance), let the couple know when they can expect to hear more details from you and/or what you may need from them and when. Then, honor your own deadline. Sending something earlier versus later than expected will always result in the couple feeling as though you are excellent at what you do. So make sure to keep your deadlines realistic!
03. Offer great customer service
Offering great customer service comes down to one simple and very complex piece: make your couples feel loved throughout the entire client experience! If you continue to educate them along the way, answer their questions with care, and communicate well, they will feel relaxed, excited, and happy to be working with you. Welcoming couples with a gift or sending them off into their newly married life with a little something from you is lovely, but your understanding and compassion toward them from beginning to end will always be paramount.
04. Treat other vendors well
There are times when we will work with teams of wedding pros we have known for years, and there are other times when we will work with wedding vendors for the first time. Some of these experiences will be positive, and others will make us feel elated when the night comes to a close. No matter your experience, try to keep things positive for your couple. Reach out and ask to run through the timeline together so everyone is on the same page; know when the caterer will serve vendor meals (the group will ask, and they’ll be so appreciative to know you were on top of things!); send a thank you note after the wedding to applaud everyone. Kindness goes a long way! And respecting and valuing a client’s wedding vendors impacts the overall client experience more than one might think!
05. Send questionnaires
I love sending questionnaires and think they can be extremely beneficial to your wedding planning business both on the front end of a client’s wedding day and on the back end. In our pre-wedding questionnaire, I always ask the couple to share more about their story, their family’s dynamics, and basic wedding details (think: guest count, colors, biggest fear/worry about the day, etc). After their wedding, I like to send a post-wedding questionnaire where it allows the couple to highlight what they loved most about their wedding day and even what may not have gone as planned. Knowing their thoughts about their big day and their overall experience with our team can be so helpful when prepping blog posts and submissions, or tweaking business practices.
P.S. Looking for a quick way to improve the client experience that you can implement TODAY?
With email templates, you will instantly:
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By applying this one simple strategy, you will no longer find yourself typing and retyping the same emails over and over again with every new client you book and every new wedding vendor you need to communicate with. Having email templates in your wedding planning business is just one simple way to instantly improve the client experience – and I know you won’t regret gaining the time back either!