Good Morning, Everyone!
I hope everyone had a nice holiday and weekend. Today, I would like to discuss the balance between proper business etiquette and doing the right thing.
As planners, we must always be prepared for swift changes. Experience shows us that life often takes unexpected twists and turns which can result in the need to change, postpone or cancel an event at the last minute. This was recently the case with a lovely client of mine.
Due to very personal circumstances beyond her control, my client had to cancel her summer nuptials. As you might imagine, this was a difficult decision, one that she did not take lightly. Though she was prepared to to accept any penalties that were imposed by the hotel she had signed on with, I was personally offended by the hotel’s initial decision to keep her full deposit without issuing a future credit.
While it’s important to respect the fact that summer is the busiest season and cancellations might result in a loss of revenue, I feel there are times when we must remind ourselves that these partnerships are not only about money but about doing what is right on a human level.
I am pleased to report that, after some back-and-forth, the hotel agreed to charge my client a reasonable fee for the cancellation.
Question: What do you think would have worked as a happy compromise by this hotel? Have you had any last-minute wedding cancellations? How have you handled the money that was already given to you?
(Photo courtesy of Corbis Images)
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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.
Shaun
July 9, 2012
I think the best they could do is charge a reasonable fee. You said it yourself Preston, summer is wedding season, and depending on the length of notice the Bride gave, it is quite possible that the hotel event space will be dark on the day of her scheduled wedding.
If she cancelled because of cold feet, which she didn’t, then I would have kept her entire deposit, since it was beyond her control, I think the hotel did the right thing, as did you by initiating the back and forth with the hotel!
Navjot Kaur
July 9, 2012
I am always inspired by your humbleness. I am very sure that reason behind the cancellation must be big and you were convinced enough that right thing to do was to compromise both ways. But looking at this equation from a business standpoint, I would say that Hotel had to make the tough decision on basis of overheads and your investment as well. I am glad that you made extra effort and most likely this cliente will always keep you in mind.
Latisha
July 9, 2012
I think when companies do what’s human vs what’s best for business it speaks volumes to the integrity of the company and would lead to more business in the long run. Sometimes you just have to do what’s right and not focus on business. That’s what will draw future business so it’s a win/win in the end. You going above and beyond on her bahalf also speaks to your character and that would make me want to use you and refer people to you in the future.
Sileola
July 12, 2012
Sorry to hear about the cancelation. I have had a bride who initially cancelled her wedding and then called me back to let me know the wedding was still on but moved to a different year. With that in mind, it was months to her wedding so I wanted to make sure she wasn’t heavily penalized especially since the reason for it being postponed was something she couldn’t control.
I understand for the vendors including myself and hotels that the some money has been lost however I think there should always be an option for the client to get to use their money paid for a future event if the wedding was cancelled all together. If it is a postponed event like it was in my case, then the client should have an option of selecting a date that is available in their desired new month. In my case as the planner I include in the contract that if there is a cancellation, the client will not be required to pay their balance if they paid in installments but all the monies they have paid will not be refunded to them. My payment structure is usually 25% in four payments (the final installment of 25% is always due a week to the wedding). In this case, the bride had one more payment to go, so she was not required to make the payment until the month of the postponed wedding.
I am happy you were able to work things out for this client to at least get her some money back.