Editor’s Letter: Customer Service

There are a million and a half things to do as a wedding planner or professional. From managing the planning process to making sure each task gets that oh-so-satisfying checkmark, the days can be long and be gone at the same time. But, in the midst of doing it all for your clients, it is also important to make sure that you are providing the highest level of service you can (preaching to the choir, I know).

But in an industry where you are the product or service, it can be easy to overlook defining what your Customer Service Plan actually is. Do you have certain expectations about how long it takes to respond to an inquiry or a client email? What do you do when a client is upset about another vendor (or maybe with you) and you need to minimize the damage to the relationship? Or, if you have a client facing team, how do you train them to handle situations the way you would?

So this month, we are going to dive into the concept of customer service and talk about boundaries, making things right when they’ve gone horribly wrong, how to communicate in ways that won’t escalate as well as finally figure out what the difference is between customer service and client experience actually is! Get ready for a month that may feel a bit more like business therapy because we’re all about to upgrade our people skills!





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