I never ever forget that without my brides and other clients, I simply would not have a business. Even if you have the very best talent and service, it’s meaningless without clients. So happy clients are my very top priority. But, in order to have happy clients, I have to know not only what makes them happy but also what pisses them off!
Follow my top ten tips for happy clients, and I promise you’ll get yelled at a lot less:
1. Get back to clients in a timely matter. Even if you’re busy with other projects, clients should always feel like they’re your #1 priority.
2. Listen without judgment. So often I hear other wedding and event planners and designers badmouthing their clients’ taste. This is a huge mistake. After all, one of the reasons clients hire us is because they want us to take their personal style and turn it into something beautiful. If clients feel like they’re being judged, they will get quite angry. And who can blame them? No one likes feeling judged.
3. Be very clear. Nothing is more confusing and frustrating for clients than a vendor who lacks clarity and vision. Always be able to explain your wedding and event design services in no more than three paragraphs. You can send a more detailed legal document later when it’s appropriate.
4. Hear your clients. I mean really hear them. Nothing pisses off clients more than when they tell a vendor that they dislike something, and the vendor does it anyway. You may think you know best, but the bottom line is that you work for the client. If a client hates tropical flowers, don’t give her tropical flowers!
5. Be very careful about the size and budget of the weddings and events you accept. If you take on a small wedding with a small budget, that’s fine, but make sure this small job doesn’t take a back seat to your larger jobs. The clients with a small job should never feel like second class citizens. Both your big and small clients should always feel like they’re your #1 priority. (See #1 on this list!)
6. Keep your promises. I prefer to under-promise until I’m 100% confident that I can deliver. If you make promises you can’t keep, you will lose credibility with your clients. Keep your word.
7. If a bride or other client is stressed that means you need to work twice as hard to ensure that you don’t get stressed out, too. When clients are feeling stressed, they need you more than ever. And in order to give them what they need, you must be calm and collected. You’ve got to be a reassuring presence, and it’s pretty hard to be soothing when you’re losing your shit!
8. Be straight about money. Even though clients often don’t want to hear it, you must constantly remind them how much things actually cost. If you don’t, you’ll pay for it later (figuratively but maybe literally, too!) when they flip out about the size of your bill.
9. Keep designing until your clients are happy. Unsurprisingly, clients get very upset when they don’t like what you’ve designed for them. I promise all of my clients that I will keep designing until they are 100% happy with the results. Yes, at times, this has cost me a great deal of time and money but happy clients are king.
10. Remember, you’re only as good as your last job. You need to deliver and do your absolute best for every single job. There is nothing a client wants LESS than for you to do a bad job. Once you’ve done the job, you can’t recreate it. So do it right.
I can honestly say that I’ve made all of the mistakes above. Yep, I’ve had to learn the hard way. Fortunately, most clients are a dream to work with, and it’s a pleasure to give them my best.
Now, a few questions for you: Which of these top ten did you relate to the most? How do you feel when you hear other vendors badmouthing their clients? How do you deal with a client who dislikes your ideas and designs? (Be honest, this has happened to all of us!)
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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.
Kelley Woods
May 12, 2011
very very good info..and yes sooo true… thanks Mr. Bailey
Barbara
May 12, 2011
GREAT article. Not only pertains to wedding planners, but so many other businesses, as well.
I have forwarded this link to many coworkers and business colleagues. Thanks for your insight!
Richmond VA Wedding Planner
May 12, 2011
I relate most to #1. I get a lot of my clients because of my response time. I am obsessed with my emails.
nina {nina renee designs}
May 12, 2011
GREAT advice…it kinda boils down to: Treat people how *you* would want to be treated!
Celia
May 12, 2011
# 6 & #8 are definitely rules to live by. It’s better to surprise a client with something the were uncertain of obtaining than promise and can’t deliver. It’s also very important to get the understanding upfront of what things really cost. I have clients who tell me they only have x for a budget, by the time they finish requesting everything they want for their wedding it usually isn’t within the x budget. Clients will try to get as much as possible for as little as possible, that is their objective. YOUR objective as decorator is to be realistic and either scale down the look or tell them upscale the budget.
Angela
May 12, 2011
All of them. Sending this post to everyone in my office. Good one…
Outdoor Wedding Photographers, Jason+Gina
May 12, 2011
Great tips Preston! All photographers should read this too!
STephanie A. Watson
May 13, 2011
Preston this is much needed and appreciated…even though I have been in the industry fo years it is always good to hear
Jaz
May 13, 2011
I keep designing until my client is happy. Most of the time its a one shot deal (because I listen). But there are times, that brides are getting influenced by so many other people, that I have ended up spending a lot of time and money to get what they want right.
This list is wonderful. And a great reminder to keep perspective. Thanks for posting!
TTT Events Planning, LLC
May 13, 2011
Preston, this an amazing article… everything is so on-point! You couldn’t have put it in a better way! Love your advise to all us Events Planner.
Nishaka
May 22, 2011
Being responsive is so important to my clients and myself. I do everything in power to make sure I respond in a quick and timely manner for my clients.
All the points are very important and critical tips to keep us at the top of our game.
Thanks Again!!!