Most of the wedding designers, wedding planners, wedding photographers, and other wedding vendors I meet and work with are very talented. And talent, well, that’s the hard part. So it has always struck me that vendors who have the hard part down (the skills!) are sometimes so bad at the easy part.
So what is the easy part?
You spend many months working on an event: you keep long hours, you take every late night phone call, you deal with every logistical nightmare regarding the wedding flowers, wedding cake, first dance song, etc… By the time you reach the night of the wedding (or other event) and the guests begin to arrive, you’re spent. You’re completely, 100% exhausted, and you think you never want to see any of these people ever again — not that they aren’t perfectly lovely but in that moment and the first few days afterward, you probably don’t want to see much of anyone.
But here’s the thing, no matter how amazing of a job you did, it’s not over when the guests go home. It’s not even over when the stage has been broken down and the last of the chairs and tables have been returned. It’s not over until you follow-up with your team AND your clients — separately, of course.
After every single event you do, you need to have a meeting with your team to discuss what went well and why it went well. Of course that also means you should discuss what didn’t go well and why it went awry. From the client’s prospective, the wedding or event should feel flawless. However, from YOUR prospective and that of your team, there is NO such thing as a flawless event. Something always goes wrong and something can always be done better. Always.
Following up with your client is equally important. You might think that because you did a good job a client will automatically hire you the next time he or she needs a florist or a caterer or a DJ or event planner. But competition is fierce, and there are many vendors who are very good at what they do. You have to make it personal. Call the clients. Ask how they felt the event went. Make sure they are happy. Ask if they have any questions or concerns. Perhaps there’s something that wasn’t taken care of or didn’t happen. Maybe you can help right the situation. Tell them what a pleasure it was to work with them.
But you’re still not done. Sorry! After you’ve met with your team and reached out to the clients, call the other vendors you worked closely throughout the planning process. Maybe you’re a baker but you spent a lot of time with the florist discussing which flowers would decorate the desserts. Call those vendors and thank them for all their help. Tell them what a pleasure it was to work with them and that you hope to work with them again soon.
Remember, your goal is to form strong, long-lasting relationships with not only your clients but also other local vendors and, of course, all of the people who work with and for you. It takes a great many people to make an event happen. Don’t make the mistake of taking any of them for granted!
Now, a few questions for you: How do you say “goodbye” (at least temporarily!) to a client after an event is over? Do you send a little thank you gift or call them? Do you find that meeting with your team of employees after an event is beneficial? What about reaching out to other vendors? Tell me your best practices and how YOU maintain your professional relationships.
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George Bernard Shaw once said: “You see things and say, ‘Why?’ But I dream things that never were and say, ‘Why not?’” That quote embodies how Preston Bailey approaches every event.
Danielle Cococcia
April 28, 2011
I’m a BIG believer in feedback–good and bad–so after every event I always seek and provide feedback to everyone involved. No one is perfect and if I (or someone) is doing something that can be done in a better way, I would love to know what that way is. It is easy, though, to get caught up on the negative side of things…I ALWAYS make sure to point out all of the fantastic pieces in every event, thank my team and thank my vendors for all of their hard work.
Emilie
April 28, 2011
There has yet to be a wedding where I have not balled my eyes out at the end when talking to my clients. I have always had amazing feedback from them and it gets me emotional. I always follow up with them by sending a personal note of thank you and also an e-mail to ask them how they felt their event went. I don’t send a gift because I give them a wedding gift on the morning of the wedding day. I also follow up with all the vendors and thank them. If the client mentioned something that went wrong I will let that vendor know so they don’t make the mistake with the next client. Great advice and thank you for this post. Much Gratitude
Angela
April 28, 2011
There are a few clients that have turned out to be best of friends and we still keep in touch very often. I somewhat develop cold feet after an event and get worried about what our client thought of the event. I always wait with eager anticipation to hear their feedback and always scream for joy when they are just excited and over the moon. We send thank you letters to all vendors and our clients as well. Meeting with your team is so important. The Event team also have to do an analytical report on the event and a copy of this report is placed in the clients file before it is closed.
Wendy
April 28, 2011
I send a follow up/ thank you letter to all the vendors from every wedding. I also send a thank you to the client. Then if there are or were any issues, my job is not done until the client is satisfied with the result. I actually just had a situation with a photographer and I am still in touch with the bride- from November! It is so important to leave a client with a positive view of you. Word of mouth is key in this business!
Abigail
April 28, 2011
I sell products to decorate the event and custm-made fine favors and gifts. One or two days before the event I sent a “virtual” really beautiful postcard. I give thanks for letting my company being a part of their special ocassion and that we wish them the best day of their lives, full with joy and love. Then we express our wish to be part of another moment of their life in a future ocassion. The card include my signature and then “and the staff of (company). The reactions are just amazing!!! They appreciate the gesture and I always receive Thank You e-mails when they come back from their honeymoon!
Doyin
April 28, 2011
I always send a thank you not to all the vendors that worked with me. I also like my clients to provide feedback about their event. This allows for improvement on my next event.
Ivy Robinson
April 28, 2011
The old fashioned hand written thank you note has been lost with today’s technology. I try to write them to vendors and clients! Recently, my clients (parents of the bride) left for a trip to St. Barts after the wedding to get away and I found out where they were staying and sent a bottle of champagne to their room with a note thanking them for trusting me with their daughter’s wedding. Teamwork is the key to a successful event and it can never be a one man show. great post- thanks for sharing! xx ivy
Thom Green
April 28, 2011
Preston,
Not to bump but I make a practice to be the last to leave paying attention to the venue so that any negligence or items left is removed or remedied. I don’t totally clean the place just organize the disaster. This pays off with referrals from venue staff. I find having this attitude of service not only justifies my 25% service fee but helps protect my client against any unfortunate negligence. I think it’s a good reputation to have.
Beathany Beach Vacation Rentals
April 29, 2011
Be glad of life because it gives you the chance to love, to work, to play, and to look up at the stars.
Paula
June 11, 2011
I usually do a verbal follow-up with clients to get feed back and to thank them. I call vendors and thank them too. At all my weddings there is a design/element of surprise, that is complimentary and on their first anniversary I send my couples a beautiful floral arrangement in their wedding colours with a card of well wishes for many years of bliss.