INCREDIBLE CUSTOMER SERVICE ISN’T JUST FOR THE PEOPLE GIVING YOU MONEY.
Imagine walking in to a coffee shop. The place is heaving, the queues are long. And then, one of the staff members approaches you with a big smile and this cheerful greeting:
“Thanks for coming! As you can see, it’s a busy time. There’s a 45-minute wait for a table, and a 30-minute wait for takeaway drinks. You’re welcome to wait, or I can recommend a cute little place around the corner, if you’re in a hurry.”
It’s much better than a “sorry, we’re full!”… right?
When you reply to a prospective couple, letting them know you’re already booked for their date, no doubt they feel a little deflated. I mean, you’re awesome, OF COURSE they want you for their wedding. But rather than leaving them on that sad note, what if you delivered excellent customer service anyway… by referring them on to a colleague?
It’s win-win. The couple is (usually) grateful for the recommendation, and you build closer ties with your local vendors – people you can lean on professionally and personally.
Perth celebrant Lauren Vellacott has a tight community of celebrant friends (shout out to The Celebrant Society and the WA Hitchers!) who often refer clients to each other. She makes it a point to reply to the couples she’s unavailable for with some warm well wishes.
“It is a mixed bag – sometimes I hear back from them and other times I don’t,” she said, adding that those who do reply are generally grateful for the recommendation.
“I have to admit, if it is a direct referral to me or someone who has seen me at another couples’ wedding, I would ask someone specific if they are free and if they are not, put the date up on the (Facebook) group.”
ARE YOU A CELEBRANT IN NEED OF SOME CELEBRANT FRIENDS?
That’s easily fixed! Come along to a Celebrant Society local catch-up, or reach out to the Local Leader in your State or Territory for help. And, in the meantime, here’s a suggested reply you can use, no matter what your profession:
“Hi,
Thanks for your message and congratulations!
Sadly, I’m not available for your date, but I’d love to save you some time in searching for someone who is available.
You can check out some amazing celebrants at The Wedding Society, or if you head to the link below, and pop your details in, you’ll be contacted by a few celebrants who would love to be there with you on your big day!
I hope your ceremony is amazing! All the very best.”
Or words to that effect for any vendor category.
Whatever you choose to reply, DO send a reply. Even if it’s late, even if it’s bad news. At least the happy couple won’t be able to say “they looked great on socials… but they never got back to me.”
#COMMUNITY OVER COMPETITION
So go on what are you waiting for – start referring to other vendors today and watch the love return!
