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When a client hires you, remember that they are not just YOUR wedding client, but they are also a client of a photographer, stationery designer, venue, etc. We need to all work as a team. Don’t forget that we are all trying to give the wedding couple an outstanding experience and if the wedding professionals are having power struggles, the client will not be happy.
Here are a few examples of the MY CLIENT syndrome that have been shared with us from anonymous wedding professionals:
Scenario 1: WEDDING PLANNER MUST CONTROL EVERYTHING
Client (C) hires wedding planner (WP). WP refers client to stationery designer (SD). WP tells SD that they should have NO contact with C and all correspondence should go through WP. WP tries to explain what client wants in terms of stationery design. SD puts together a design scheme based on WP’s requests. WP shows the designs to client (and SD still is not “allowed” to email or call them directly or meet with them in person.) C isn’t thrilled with the designs and has lost trust in SD. WP claims to have given SD direction based on C’s desires. Unfortunately, C’s desires got lost in translation to SD. Stationery process takes longer because SD has to rework the design several times to create what the client wants.
Problem: SD never got to create an experience for the client. Instead the experience was created for them by WP.
Solution: WP and SD work together as a team (and both check their egos at the door.) SD says thank you to WP for referring SD and lets WP know that SD would like to schedule a meeting (or conference call) with WP and C to discuss stationery options. WP, SD and C attend the meeting together. After meeting, SD sends proposal to C and cc’s WP so that everyone is kept on the same page. C signs agreement and sends to SD and cc’s WP. SD emails C designs and cc’s WP. C loves designs. SD knew from the start what C wanted. WP was kept in the loop on everything so that she could do her job and keep C organized and on time. Everyone is happy.
Scenario 2: BRIDAL SHOP CONSULTANT VS. WEDDING PLANNER
Wedding Planner (WP) takes Client (C) to bridal shop and they meet with Bridal Shop Consultant (BSC.) BSC takes C back to try on dresses. BSC is doing a great job with C and helping C try on amazing dresses. BSC acts like WP is not there. BSC never says thank you for bringing C into the store. WP tries to give feedback on dresses. BSC tells WP what their C wants and continues to act as though WP has no brains and started her business yesterday. At the end of the appointment, BSC calls C over and gives the information to them without including WP. WP and C leave the salon and C bought new dress.
Problem: BSC treated WP like a child instead of a colleague and now WP is not so sure that WP will bring more brides into visit with BSC.
Solution: Treat everyone as a client. BSC should want to make the process for C and the WP a good one. WP should also want the process to be great with BSC and C. If they had both seen C as OURS instead of MINE, the whole experience would have been different. BSC should have welcomed C and WP with open arms and then C would have found her dress, WP would have wanted to brings more clients to BSC, WP would have followed-up with a thank you and the relationship would have been one of friends instead of competitors.
Scenario 3: VENUE DOESN’T PLAY NICE WITH THE PHOTOGRAPHER
Photographer (P) is hired to photograph the wedding of Client (C.) P meets C at venue to discuss wedding day and invites Venue Coordinator(VC) to join them. VC attends the meeting and immediately takes over the meeting and tells C what the photographers usually do. C becomes worried because they want certain photos taken and VC is adamant that there is a way that works best and it is different than what P had explained. P becomes irritated with VC and now the C is unhappy.
Problem: VC was so busy informing C about what other photographers do that VC missed the part where C hired P because they didn’t do the same stuff that other photographers do.
Solution: VC and P need to speak to one another as colleagues and not the enemy. VC and P should work together to provide the best wedding day for C. Maybe P should have spoken to VC before the meeting so that VC knew what was being discussed and they could have cleared up any issues prior to meeting with the C.
So, morale to each story:
1. Respect your colleagues and don’t talk down to them (aka check your egos at the door.)
2. Work as a team instead of against each other.
3. Remember that the client is not just YOUR client.
{ 13 comments… read them below or add one }
It’s Our Client Too | Wedding Pros Working Together as a Team http://bit.ly/mnfkl8
Yes! All vendors need to read this RT @HeatherCrabtree It’s Our Client Too | Wedding Pros Working Together as a Team http://t.co/VwG9oFn
@HeatherCrabtree, seriously all vendors need to read! It’s Our Client Too | Wedding Pros Working Together as a Team http://t.co/6jzSHHX
great post! RT @HeatherCrabtree It’s Our Client Too | Wedding Pros Working Together as a Team – http://t.co/HodxxYh
Amen and amen! Great post! RT @HeatherCrabtree It’s Our Client Too | Wedding Pros Working Together as a Team – http://t.co/HodxxYh
LOVE this!! RT @HeatherCrabtree It’s Our Client Too | Wedding Pros Working Together as a Team – http://bit.ly/mnfkl8
I totally agree! Teamwork rocks! http://fb.me/NBmEPax3
This is a gold mine of information and truth. Keep up the good work! Love it!!!
Thanks Taryn!!
Well said! This should be required reading for all wedding vendors.
Thanks Vickie! We hope to provide more articles like this :)
My problem (yes, I am deeming it a problem at this point) is that the atmosphere I have created for my clients has become very co-dependent. Once I start handling everything for them, they want me to handle EVERYTHING! They don’t look up/Google addresses for meetings even though they have the name of the company, they don’t want the vendors to ‘bother’ them (“Just send it to Andria”). I started out doing this years ago to make sure my clients were taken care of in a timely fashion and also to earn the money they are spending with me. Why have a wedding planner and then I have to do all the work? I didn’t want my clients making that statement. Now that my company has grown and I still approach each client with the same effort to ‘take care of them’, it is a lot harder to maintain. I’m not sure how to adjust my approach. I am constantly the middle man with the stationery designer and it has become much more than my time can allow. But, what do you do when the client says this is the way they want it?
Andria,
I think it all comes down to setting expectations from the beginning. (And make sure that you have a written process so that you follow the same steps consistently with each client.) You are there to guide them and help them create an event that is beautiful, not stressful and one that reflects there style. It doesn’t mean that you make every decision for them. The client is the one signing the agreements, so you want to make sure that their voice is heard and that everyone is always on the same page or it will turn into a he said-she said battle really quickly. This is why I think the system of allowing the wedding professionals to email them directly and ALWAYS cc you works well. They get the information the exact moment that it is sent, so the client doesn’t have to wait on you to forward it. You can review it and talk it over with the client and give your advice. Sometimes you will chat with the client in person or via phone and you will have to email the wedding professional. Just cc the client so that everyone will remain on the same page. If the information you give is not exactly correct, it allows them the opportunity to comment on it right away instead of allowing the work to proceed down the wrong path. Also, each wedding professional should be given the opportunity to make a connection with the client. If the client doesn’t want to speak or email with them ever, then you will have a problem from the start. They will have no connection with their wedding professionals and that usually turns out bad. You will try your best, but things will be miscommunicated or not communicated in a timely manner if you have several clients. You should be the one to keep them on task and within budget, help them create a cohesive design, keep them organized and informed, but also allow them to be a part of the process. Now, if they come to you and say, do whatever you want, we don’t want to be a part of anything, will agree with whatever decision you make and will just sign the agreements then I think you can just handle everything and not involve the client. We both know that this will never happen though. They might give you creative freedom, but they want to know what they are getting and where their money is going. I also think you have to ask is it the client saying “This is the way I want it,” (meaning everything goes through you and they have no communcation with the vendors) or is this how YOU structured it and presented your role? Hopefully this answered your question. As always, call me if you want to chat further about it :)