The golden rule of client communication for an original inquiry has always been to follow their original method. It’s pretty straightforward. If they call, then you call them back. If they email, then you email them back. Unfortunately, beyond that, client communications can easily go off the rails. Read on to learn how to best set your client's expectations and what to do if the process of communication falls out of your comfort zone.
Setting Expectations
Many wedding and event professionals take the lead and clearly outline acceptable forms of communication in their wedding agreement to help keep clients on track. This can be based on the best form of contact to track correspondence and planning questions, to the process of communicating after business hours. Make these expectations clear to your client so you don't get bombarded with a million texts, emails, voicemails, etc. all asking the same thing.
The Text Obsessed Clients
Recently, Denae Brennan of Denae Brennan Events, an Aisle Planner pro had a client who insisted that all communication be done via text message, even though Denae had discussed her policies and informed her several times in writing that texting is not an efficient form of communication for her business. The client would go MIA for weeks at a time when Denae communicated by email. She even offered to set up phone calls if that was easier than email for the client, but they would still take up to two weeks to respond. This not only made keeping planning information unorganized but really slowed down the process. So she turned to her fellow pros for help!
Advice From Our Real-Life Aisle Planners
We've found that when all else fails we ask our amazing Aisle Planners for advice on what they do in similar situations. And here’s what our community shared with us:
Korinna Peterson of Le Festin Events says, "I have very strict requests for clients communicating with my team because I want to make sure clients respect our working hours, and also keep us organized in the back end." But, after years of not allowing any form of texting from clients, the reality is that texting is the preferred way of communication for some people and at the end of the day, her goal is to ensure her team has the information needed in a timely manner to create and execute the best event possible.
Here are Korinna's top five tips for how to allow texting for "special" clients.
- Use Google G Suite to get access to text messages on your laptop or desktop.
- Never let clients know that they're free to text you. Urge them to first to communicate with you via Aisle Planner by sending a "Hello" message from your vendor contact, setting the precedent.
- If by chance the client insists they need to text, let them know they're free to do so using your office number. But do not disclose this possibility until there's a need to present the option.
- Make sure your clients understand that even if they text, your text settings are according to business hours (i.e. do not disturb kicks in at exactly 5:30PM), so they should not expect a response outside of said time.
- Copy and paste any text messages into your vendor contact comments in AP, so your team sees all communications and don't miss anything.
Kaylee Farrar of Garden Rose Events & Design shared, "I have a client right now that let me know she's horrible at email. We worked out a system where each time I send her an email I shoot her a text asking her to check her inbox. This gets me quick responses from her that are good for record keeping and only takes me a few extra seconds per email." Another pro suggested keeping track of projects for a client text in your phone’s “notes” tab, which can easily be transferred to a client file too.
If you're running out of the easy options, consider drafting a brief email to summarize what was covered in your text conversation (Even just some bullet points!). This way you stay organized and your client is pleased as well. "It may take you a bit more time, but it’s better than a bride that isn’t responding," said Brittney Williams of Events by Brittney.
Do What's Best For You
At the end of the day, set rules that will be the most beneficial for your business and your work-life balance. But also keep in mind that there's technology out there to make life easier for you and for your clients. Find out what works best for you and be sure to share your insights with the rest of the pro community!
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