Customer service..Where Has it Gone?

By: Tracey Manailescu

Having been in the wedding industry for well over a decade, I have seen and experienced quite a bit. Most of it has been positive, however, there are always those days where you want to bang your head against a wall and yell! 

These instances and what you do about them, are what can make or break your company's reputation in the industry. 

• If you make a mistake, stop making excuses and own up to it.  Apologize and try to make it right. No one is perfect.
• Give the client the services they hired you for.  If you have something in your contract, you legally must follow through with it. If it was a verbal agreement, fulfill it! 
• If you can go the extra mile or kilometre, to make someone's wedding exceptional, then do it.  Really, how hard is it to give that little bit extra?
• Dress appropriately. You are not a guest at the wedding.  You are working.
• Speak and act like a professional. Your behaviour speaks volumes. (If you are a smoker, go off in private, away from the guests, no matter how nice they are.)
• Swearing & gossiping are NEVER appropriate! This is what your husband/wife, sister, best friend, boyfriend/girlfriend are for.  Keep your opinions and comments to yourself.
• Give respect to guests and all vendors (no matter how difficult).  You are a team and you should all have the same goal in mind…To create the best wedding possible for the Bride & Groom.
• If schedules change and problems arise, keep all of the Vendors involved in the loop. ie. Photoshoot is running a bit late, then notify the Catering Manager at the venue so the staff are aware and the food will not get overcooked. 

   

Guests or vendors that become unruly, intoxicated etc. may set your defenses into overload but you are hired to be a level-headed professional.  Therefore you need to suck it up and act like one. Step out of the room for a few moments to gather your bearings, or ask another vendor to step in to run interferance for you, if it is just too much to handle.

Remember that the wedding industry is a small and tight-knit community.  It is also FULL of jealousy and competition. Some people out there are just waiting for you to fail. Keep your morals and professionalism about you at all times, and you will persevere!

"When you come to the end of your rope, tie a knot and hang on."  ~Franklin D. Roosevelt