Every Friday I feature a reader comment from earlier in the week. Today’s comment comes from Ebony, who owns Sparkling Events & Designs. Ebony responded to Tuesday’s post about potential clients who don’t tell us they’ve decided to hire someone else. Here’s what Ebony had to say:
“This has been happening to me a lot lately. In January I received more inquiries than I ever have – averaging at least one a day. I met with tons of brides, sent tons of proposal and then never heard from 90% of them again. I have a two-week follow-up policy, and then I move on.
I don’t like to hassle them, but I wish that they would give me feedback on their decision. Was my price too high (doesn’t mean I would change it)? Did we not connect (that’s okay and will happen)? Did they just decide to work with someone else? Feedback – positive and negative – is essential for growth.
What can I do to help brides give me feedback?”
This is an excellent question. So excellent in fact that florist Sullivan Owen answered Ebony in Tuesday’s comments. Here’s what Sullivan wrote:
“My response is to Ebony. Congratulations on getting so many inquiries, how exciting. Do you send clients any starting price information so they are aware of your starting prices before the meeting? I’ve found this to be really helpful in making sure I’m meeting with brides in my price range.
Also, I find there’s no harm in a follow-up email, and, if I get a response, I ask for feedback as to why they went another way. The worst that can happen is that they don’t respond.
Also, do you ask where these brides found you? Is someone referring them with incorrect information? I know this happens to Preston when people assume he’s too expensive.”
Sullivan’s answer is a good one. The only thing I would add is possibly calling these potential clients to follow-up instead of just emailing them. It’s easy to ignore an email, but if you can get them on the phone, you’re more likely to get useful feedback. But just ONE phone call; no stalking!
Dear Readers, do you have any suggestions for Ebony (and the rest of us!) for getting useful feedback when potential clients choose someone else? Please share.
Happy Friday, folks! And for those of you in America, have a great Presidents Day and three-day weekend.
PREVIOUS
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.
Joel Rabe
February 17, 2012
I find this post uncanny as I was JUST thinking about a way we polled our unsolicited brides who visit my website. I will explain briefly, then offer a suggestion to help…
I started a give away (bachelorette party) that i tied in with an “upscale” bridal show… anyway… we had an AMAZING response – so many brides entered and i thought… i wonder how I could get feedback about my site, our presentation at the show, etc.
WE designed a SHORT survey on surveymonkey.com and anyone who answered 5 quick (KEY) analytical questions was entered to receive a gift.
My thought is taking this idea and saying (agree with Mr. Preston Bailey – Phone is important) “I understand that you chose to go a different direction, however because you found me, I would love to get your feedback. Would you mind taking a very short ANONYMOUS survey? I would love to send you a ——- Card for your trouble.” We did this a year ago for every bride who visited our site (and contacted us) (www.lethalrhythms.com) and we had a 92% response rate. I tied into GoDiva and did a “random draw for 3 $150 Godiva Gift sets – my cost was $50.(negotiated trade for exposure)
Well worth it to understand how to create a better visual presentation. Think of it as Marketing costs meets Targeted Focus Groups! I hope this sparks the imagination – we are all Creatives after all!
Mihcelle Mello
February 18, 2012
I hope to see my build every year with more guests and events!!
Tamar Paul
February 19, 2012
My partner and I were discussing the same thing this weekend. We are experiencing the same issues but we call the clients first then send an email with what we offer.
Monna
February 19, 2012
I’m new in the wedding business, busy to studdy now, and I realy want to make a big success… I realy love what I’m doing and love to trie new stuff, and to do something new every day
Can you help me to be that success I want to be?
nora
February 20, 2012
Creative artist talented and innovative
Preston Bailey
I am a girl from the Middle East, specifically Saudi Arabia
I worked on a limited level of 3 years in this area
And now opened my own shop since 9 months
My question is
How do I develop work? And rooting for my business? Baras and realize my dream and the dream as if, despite the general class of medium-income people They can not afford major
I am now in the enrollment plan your courses via the Internet
But I have a dream to meet you
Tanya Frazier, Owner - Graceful Designs,LLC
February 24, 2012
I certainly agree with the earlier comments.
I always follow-up with an email survey. I make the client feel at ease by informing them feedback is important for quality and improvement and their customer critique would be appreciated.
I had 1 unique experience out of 15+ years and I followed up with an additional email thanking the client for such great feedback.
General tips to consider:
Ensure you are engaing your clients during the consultations
Perform a personal assessment
Perform a site assessment
Check to ensure your pricing is within industry standards- clients are doing their research and comparing prices more now in this current economy
After viewing your website I can’t imagine why clients are not returning. Ensure your clients are experiencing the same professional appeal that your website offers.
Feel free to call me as I am in the Virginia area and would love to share more info with you directly!
Hope this helps!
Tanya
757.813.0671