GIVING BETTER SERVICE PART II // GUIDE THE PROCESS

No matter what level of service you’ve been hired for, your clients see you as the expert and are expecting you to guide them through the process. The best way to gain trust with your couples is to anticipate their needs, questions and what comes next long before they have the chance to ask. If the client starts reminding you of what they need next, take that as a sign that you haven’t communicated your process properly and use it as an opportunity to communicate more moving forward. For instance, if your client says to you, “I think we need to start designing invitations,” this is the perfect time to explain why waiting until the entire design is complete will ensure a more cohesive look and feel. Or if they mention they don’t feel clear on the flow for the wedding day, respond with a working timeline in hand and schedule a time to talk through it in detail. In an ideal world, you never get these nudges from the client because they know you’ll be in touch when it’s time for the next step. However if they are one step ahead of you, be sure to communicate what they can anticipate next in the process quickly and clearly and further articulate the logic behind your process at the same time. Going this extra step will serve as a reminder that you have it under control and they’re good hands. While it’s unrealistic to be perfect with this detail, one of your top goals should be avoiding any situation where the couple has to remind you of anything related to doing your job.

If you’d like to dive deeper into developing a communicable process or how to be treated more like an expert than an assistant, we have two sessions just for you. Subscribe here and receive instant, complimentary access to my session on “Getting Treated Like an Expert Instead of an Assistant”. Both courses will not only help you create a more efficient approach within your business, but will also enable you to provide a better client experience overall. See you tomorrow!