GIVING BETTER SERVICE PART I // SOLUTIONS NOT PROBLEMS
While we’re planners first and foremost, it’s implied that couples are hiring us to not only plan but also problem solve. Ideally there’s never a problem you can’t solve on your own, but every now and then a situation will arise that you have to share with your clients. How you handle the delivery of those issues will tell couples everything they need to know about your service, expertise and ultimately your problem solving skills.
The number one rule we have on my team internally is “solutions not problems.” That means no one on my team is allowed to come to me with an issue without thinking through at least one possible solution and preferably they’ve thought of multiple. I may not take the solutions given, but it let’s me know they’ve taken ownership over the issue, they’re not depending on me to think for them and ultimately that we’re a team and are working as such. That reassurance is important to receive from the people who support me because I want to know they can think on their feet, have my back and ultimately can make reasonable decisions on site at a wedding if I’m in the middle of putting out a different fire. Which happens all. the. time. Because this is so valuable to me as an employer, in turn, I offer my “bosses” or clients, in this case, the same courtesy. We never put the problem solving in their hands. We want them to trust us. We want them to know that when they’re getting their hair and makeup done or saying their vows, they have a team behind the scenes ready to solve any and everything that gets thrown our way. Knowing this ultimately allows the couple to be more present and comfortable both on their wedding day and throughout the planning process.
If you have an issue during the planning process (which you will), keep in mind your clients are leaning on your expertise and need to know you’re fully bought in to the success of their celebration. One way to build trust is by never coming to the table with a problem without thinking through one or more solutions. They may not take your solutions, but knowing that you’re thinking it through on their behalf reduces stress, reminds them you’re on their team and ultimately gives them a much better service experience overall.
Come back soon where I share two more actionable tips you can implement immediately to give better service. And, if you want to dig deeper into ways you can establish more expertise and create a better client experience at the same time, I recommend checking out our session titled “Get Treated Like an Expert Instead of an Assistant.” In this session I explore the ways you’re actually encouraging distrust with your clients and the immediate steps you can take to adjust.
As always, if you want to be kept up to date on the release of new content, special promotions and more, subscribe here and receive instant, complimentary access to my session on “Getting Treated Like an Expert Instead of an Assistant”. In this session I talk more about the steps you can implement immediately that allow couples to understand your role and value from your very first conversation. Good luck and happy planning!