My wife, Marian and I are back from holidays and I am revitalized and ready to meet the needs of my currently booked clients as well as the 2011 / 2012 prospective clients.
When you are on holidays you are the client to everyone from the airline to the restaurants you eat at and many of the activities you choose to enjoy. We experienced customer service that ranged from nearly nonexistent at the airport car park to wonderful service while dining out and many degrees of service in between.
These experiences make me think about how I treat my clients and potential clients. Do I give my best every time? If something happens that was unexpected, is it handled professionally? Proper planning will ensure that things go smoothly, but sometimes things happen and how they are dealt with will leave a lasting impression on your client of how much you cared about them and valued them as a customer.
Yesterday, I met with a potential client. I had been referred to her by a local wedding planner, Jenna Rencz. I did Jenna and Gibson’s wedding in July of 2009. She was ready to sign with another company when Jenna suggested she meet with me first. During the meeting, it was revealed that the other company would not meet in person prior to booking and consultation would be by phone or email.
This is a destination market and there are many clients that I can only communicate with by phone or email because they live elsewhere, but given the option, I will always want to meet them in person. I want to make sure that we are a good fit for each other and get to know them as more than an email address or a voice on the telephone.
If you are going to trust someone with the success of your event and they won’t meet with you, how much time will they invest in planning to make sure that your event is the best it can be? Companies often forget that customers have choices and that they are not the only one that can provide the service or product.
Don’t just hope you will get good customer service when you are in the market for a product or service, ensure that you will get it by dealing with a company that will take the time to determine your needs and then commit to fulfilling those needs.