Recommendations from clients can be a blessing or a curse. I’ve seen it all. There’s the bride who is so happy with my work that she can’t wait to recommend me to all of her girlfriends who are also getting married. (I live for these brides!) Then there are the clients, often corporate, who are so happy with my work that they prefer to keep me their little secret. (This is great for my ego but not so great for my business!) There are also the clients who are happy with my work but still choose another vendor for their next event. (This always baffles and surprises me.)
Of course there are those clients who are simply unhappy with my work and would not recommend me to anyone. (Yes, I’m sorry to say that I have had more than a few such clients over the years.) And, finally, there are the clients who love my designs and love their event but walk away feeling that I’m way too expensive. (This is a huge issue, and it’s one that I am still working on solving.)
Really, it all boils down to an ability to keep clients happy. And that does not just mean great design and great service at a great cost. In my experience, it is much more than that.
I’ve found that it makes a big difference if you can make the process fun for your clients. The moment clients stop having fun is the moment that something has probably gone wrong. When this happens, I ask myself, “What am I doing wrong?” The answer helps me get back on track. The question I don’t ask is, “What’s wrong with my client?” Always look to what you can do better.
Now a few questions for you: What’s your secret to keeping clients happy? What do you do when you realize that a client is unhappy with your performance? And doesn’t it make you feel like screaming when happy clients use someone else for their next event?!
Be sure to check back tomorrow for Common Mistakes: The 10 Top Things That Clients Unhappy.
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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.
Noemi
May 11, 2011
This is something I am still learning to achieve with my clients . I often go beyond the call of duty and do more then what is asked of me . I have happy clients and some not so happy
. Actually some are based on the price point , they preferred a bigger discount and so forth . It all depends on the client , I have awesome brides you have reffered me to several brides-to-be and now have them as future clients 
, which is always great!!
Thank you for you words of guidance , it is always informative !!
TYE
May 11, 2011
This topic was a God-send! I am going bonkers! I am about to ramble. Reason being, I am so confused; For the first time in seven years; I have a client who no matter what I do it is never enough or she is not happy. I say go right, she goes left. She sends me messages ending with this is not up for debate and to tell me to have a project or call completed by a certain time/day. She had an engagement party, that is not included in my full-service package as an included event but somehow I ended up running the entire evening and her matron of honor and other wedding party participants who were suppose to be the host of the party did nothing at all. Heck! One of them even made the statement as a toast that they do not like weddings and do not even want to be in the wedding and that she is being told by the bride that she has to. At any rate, the engagement party was a success. The husband to be thanked me all night over and over and stated that others loved how professional I was and what a great job I did! Even the General Manager of the venue; I even received a client from the dinner/party. I sent a letter to the venues general manager where the party/dinner was held the very next day. The bride was still not appreciative. We have our meetings at a local hotel and I suggested that she takes a look at the venue as a possible space to hold her wedding. She declined and we continued to search for venues for months and guess where we are having the wedding. At the venue I originally suggested she consider. I can go on for days! This bride says that she does not want to be involved but is all over me. I sent wording on how the invitations should be addressed etc. She stated that this does not apply to her asked that I do not send things she does not need. I contact vendors and submit status updates to her in an email of completed, in process, etc. She will respond with this is all of of all the vendors I submitted to her and I reply with these are the only vendors that have responded. It is to a point where I have thought about, telling her that it seems that our business relationship is not working out and it is best that we void the contract and go our separate ways. Heck! I will even refer her to another planner! I am out of town planning another wedding and I sent her an email stating that we will need to have a very important face to face meeting when I return. Please help me/provide your two cents on how I should conduct this meeting. I am not taking this personal and I know that this is business but I will not allow her to talk down to me and I just ignore it. Please, what are your thoughts? I make myself available sending emails after hours etc. One of my partner planners say that I pacifier my clients and unfortunate I have run into one who is not appreciative or does not care of respect what I do. Arggggg! Preston or someone please help me! What am I doing wrong? Please pardon any typographical or grammatical errors!
Angela
May 11, 2011
Well I think the secret in keeping a client happy is really to develop a good relationship with them which makes them feel comfortable with you. My clients confide in me a lot. We get to also acknowledge all birthdays in the family- mum, dad etc and ensure a text or email is sent. I also
On the other hand, when a happy client fails to recommend me- it could just be the budget issue. I believe sometimes recommendations are based on our perception of what the other person can afford.
I totally agree with you on the fun aspect. I try to chat with most of my brides on my BB and also get to talk about other stuff other than the wedding all the time. Thanks
INDIRA DE FODOR VENEZUELA
May 11, 2011
DEFINITELY.. NOTHING MORE TRUE THAN YOUR WORDS.. WHEN I MAKE MY CLIENTS ENJOY THE PROCESS AND THEY SMILE IN THEIR PERFERCT WEDDING, IS WHEN I SAY: I DID A GREAT JOB!!!..
EXCELENT DAY FOR EVERYONE… AND THANK YOU PRESTON FOR YOUR ARTICLE……