Don't know if you all read the brides board but

One bride posted yesterday.....I hate when vendors don't get back to you after they get your business. Didn't want to take the liberty of copying her post, so I just thought I would push the message over here.

Re: Don't know if you all read the brides board but

Hi Gracejilly;
I also read some posts on the BHB board to see what the brides are looking for...styles are always changing!!!
But as far as returning calls in a timely manner, that's a tough one. I know for myself, I work alone from home and I have 3 children with another on the way in 3 months. I do my best to return calls as quickly as possible but sometimes it does take me a day to get back to people because of my present situation. I explain that to the brides I work with when they first come to see me so this way if I am having a busy day with the kids (one of whom is 15 months old) they understand that it might take me a day to get back to them. It has never been an issue for me or my brides because I am upfront about things.

Happy wedding planning,

Rebecca
Favorite Things Invitations and Favors
Nesconset (631) 979 6300

Re: Don't know if you all read the brides board but

Hi Gracejilly,
I have to agree with you that this can be very frustrating. I have made purchases in the past and then had a question about something but it seems no one is around to give me any answers - this drives me crazy.

My philosophy has been - people can purchase the items I offer from almost anywhere (on line, other vendors, e-bay etc.) If you give excellent prices, great customer service and personal attention then that will distinguish you from the crowd

Bad customer service has always been a pet peeve of mine. Just my opinion.

Kathy
Follow Your Heart

Re: Don't know if you all read the brides board but

Dear Gracejilly,
I am in total agreement. I am currently out of town but I try to log on daily to check any forum messages. I check my personal email several times a day as well as my answering machine several times a day. I am always available to both new clients as well as clients already booked with me. I try to return as many calls as possible but I stop at 10 PM out of courtesy to the clients. After 10 PM is a bit late. It is now 10:35 PM and I am just loggin in for the first time today.I just finished returning all phone calls to all the clients that called today. Brides should use the following as a good rule when contacting vendors prior to contract. If a vendor does not return your call immediately when you are inquiring about wedding services-what will that vendor be like when you really need to reach them as you approach the weding with an important question.
STAN WIEST
A.STAN WIEST MUSIC
www.stanwiest.com
Featured in NEW YORK MAGAZINE MARCH 2003
BRIDAL ISSUE

Re: Don't know if you all read the brides board but

Dear gracejilly:

I agree that the scenario you have described is very frustrating and inconsiderate. I have had that happen to me on several occasions, especially once when I was having some landscaping work-the guy took my money and disappeared for a month-no return phone calls!

Once in a while there is a reasonable excuse, but I agree with the other vendors that "customer service" is what set's apart good vendors from the rest. For me, I could not operate any other way. Following up with my customers on an on-going basis, especially when an order is in progress is part of my job!

In the scenario I described above or in any "business arrangement", when you run into this problem and it becomes impossible to reach them, it is important to document the series of events that you have made ( i.e. phone calls, dates, letters etc.) to contact the vendor to discuss your specific issue. It will be necessary should the issue begin to escalate into a real problem.

Cathy

Re: Don't know if you all read the brides board but

Hi Jill,
I sent you a forum email.
Dawn @ CruiseOne

Re: Don't know if you all read the brides board but

Hi Gracejilly,

I know what they mean! I have to have full contact with all of our brides throughout the year.

I send emails. I want them to feel comfortable and I also want to make sure that we can still reach them.

Sometimes couples move, or plans change, times, locations and they forget to contact me. So.....I've made it a policy to stay in touch.

All of our brides KNOW that at any time, they can call me! Even if we are not doing their wedding, they call me!

Most vendors will be in contact with their client throughout the year. Maybe she should call and express her concerns to this vendor.

I would.

Thanks,
Marie
Wild Rose Video

Re: Don't know if you all read the brides board but

Hi,

Thanks for passing this on.....I feel that once a bride books with us, it is necessary to keep contact until the wedding date...by mail, e-mail or phone. Our brides are always welcome to call us about anything at anytime and if we can't be there when they call we try to get back to them within the next day. Sometimes it can be very busy and hectic, but, it is only a couple minutes out of the day for a phone call or e-mail. I dont like it when I am left hanging on, so I try not to do it to anyone else.

Stacy
Candleite Video

Re: returning calls promptly

How 'bout this. I ALWAYS return calls ASAP (even obsessively!) as it seems most of us do (how can we possibly stay in business if we don't return calls and emails?) BUT there are times when the call DOESN'T get returned. Either the message didn't record, or was garbled, or someone on my staff took the message and didn't get it to me, or I scribbled quickly and it got lost on my desk, or emails got deleted accidentally, or I listened on the cell phone and saved the message and forgot to check the saved messages on the cell phone or ........ so many other possibilities! Especially in this virtual world of voicemail and email and cell phones (where you don't know that we can't make out the message) there might be another explanation besides being incompetent or untrustworthy. We're all just human, after all and mistakes DO happen (on both sides.)