Dear Wedding Professional:
I was inspired to write this blog post after reading Andrea Syverson’s article called Be the Customer. I’ve taken her thoughts and have put a wedding industry lens on them. Now, here’s some homework for you:
Name a business that you’ve recently recommended – one that you feel really “gets” you as a customer and gave you exceptional customer service.
I agree with Syverson when she says that great businesses differentiate themselves by winning the hearts of their customers. And they never forget that they are in business to serve their customers. So, here are 5 ways that you can make sure that you are truly serving your brides.
I encourage you and your employees to ‘Be the Bride’ for a month. Yes, you are busy running the day-to-day details of your business but trust me, this may be one of the most important things that you do this year. What do you to make sure that you are offering amazing service to brides? Please comment below.
Thank you again for making this a fun and supportive wedding community,
Christine Dyer, Social Media Expert and Founder of BridalTweet
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Christine, I agree that your "Be the Bride" idea is definitely worthwhile. We're often so close to our own businesses that we miss opportunities to improve the customer experience.
As I've been reading the E-Myth (great read, by the way!) I'm realizing how much our customers and clients value consistency. If they get an A+ service experience one time, and then a B- the next, it increases the likelihood that they'll go somewhere else.
It's probably easiest to have a trusted, detail-oriented friend play "Be the Bride" for you. They'll notice the missing pieces easier than you will. I like to have my hyper-critical assistant (I mean that in a good way!) test out our website features and offers to catch the disconnects.
Stephanie - Thanks for your insights! I love you idea about leveraging a detail-oriented friend.
Have always thought of myself as the customer .. whether I'm looking at items for our store/catalog (would I pay that much for something ... would it be a useful item ... would I wear THAT dress ?) Phone calls are returned promptly (we don't have call waiting, and a ton of prompts ... Ir eally hate that !) Liked the other ideas presented, too ... good food for thought.
Great article. It is always good to remember to put yourself in your customer's shoes. Great customer service is key to repeat customers and to grow your business. These simple steps are definately worth the time. Thanks for sharing.
Along these lines it's easy to forget that we have knowledge that they need. I fear talking over their heads assuming that they know what I'm talking about. When I had a bride ask me if the reception was when they eat, it took me back. Now I ask if (especially at a rehearsal) if anyone has been in a wedding before or been to a wedding. The answers surprise me!
putting yourself in their shoes helps......it is very easy to assume that they understand everything, and often they haven't a clue, so it is our job to help educate them and guide them along the way.
Thank you for the beautiful article!
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