When I started Gather After, I wanted to build an event coordination company that had a heart. Making people happy, not just going through the motions, is what my team and I are all about. From start to finish each client should feel like a top priority. Their event means a lot to them and it should mean a lot to the team they are choosing to help them make it all come together, too.
Recently, I contributed to an article written by my friend and colleague Meghan Ely that named a number of touch points event planners and coordinators need to stay on top of from the beginning of every contract all the way through the end, and beyond. You can read the whole article by Ely here: Client Experience Touchpoints You Shouldn’t Skip
In this blog, I’ll recap top tips from the article and pass along a few more things I’m always doing to make my couples and clients happy.
Get Off to a Fast Start
I’m a stickler for making sure to respond to inquiries as fast as possible. I only get one chance to make a first impression and if I’m not responding to my inquiries quickly, then I’m losing potential clients. It’s all about speed. Engaged couples are only patient up to a point, and if they feel like I’m blowing them off right out of the starting gate, good luck changing their minds. I’ve seen them vent their frustrations online in facebook groups about not being able to get in touch with ceremony venues, reception venues, and vendors. And honestly, it’s sad that so many professionals are dropping the ball on something so easy.
I give potential clients multiple ways to get in touch with my team and I. I want to meet them where they are, and make it easy for them to get in touch. My website prominently displays a phone number, and also an easy to use contact form. My people are also actively monitoring our social media accounts for direct messages and requests for info in the comment section. In addition, we use behind the scenes intake software to stay on top of all incoming leads which helps us tremendously when things get hectic.
Being fast to respond is a great way to get every one of my business relationships off to a good start.
Treat Clients Like People
The individual attention doesn’t stop once I’ve secured a deposit. To me that’s when the relationship really gets serious and it’s time to up my game. Sending along a personalized welcome packet is a nice touch that goes a long way to setting a positive tone for the work that’s still to be done. I like to show the client that we understand them and are on their side.. I speak to them like a friend and show them I’m listening. If they’ve asked about a certain type of space, or decor, or playlist, I might send a hand-picked set of images that give them a taste of how I plan to match their style with a note that says something like, “I’m loving your color choices, the team is having fun pulling inspiration for your event.” This takes almost no time, shows our enthusiasm, and makes the client feel good about the progress we’re making.
Nowadays, it’s so easy to wow people with good service because so many businesses have taken their customers for granted. Going about our daily lives and attempting to do tasks that used to be easy, has become such a nightmare. Things like running errands, going out to eat, and getting through to a person on the telephone at the bank have become so frustratingly difficult and soul sucking because customer service has in large part taken a nosedive. My team and I have taken the opposite approach, we work in the business of love and emotion and make sure we’re putting out the best vibes to all of our couples. We’re treating them like people because they are inviting us to be part of one of the most memorable days of their lives, and it always feels amazing to help them make their vision a reality.
Executing on the Day of the Event
We make sure not to let all our time and work go to waste on the day of the event. We’re sure to pay off on all the promises so that we can deliver a memorable experience. As Meghan Ely, from OFD Collective says, “This is your chance to pull out all the stops and demonstrate your professionalism and expertise!”
The worst thing that could happen is if the client were to feel like the ball is getting dropped. Just before the event, I get together for a short and simple meeting to make sure everyone is on the same page, nothing has changed, and that everyone is aware of the timeline and important moments. The last thing anyone wants at this stage is a surprise, so just be clear in order to make sure everyone is confident that things are taken care of.
As the event unfolds, I aim to have micro check-ins. I want to be seen, and to make sure everything is going well. I think of myself as an attentive waiter. I don’t disappear. I ask the client if everything is alright, or if they need help with anything. A simple, “How are you feeling?” or “Can I get you anything?” is always appreciated. Sometimes just bringing over a glass of water at the right moment can make their day.
Follow Up After the Event
After a wedding reception, I never skip the request for a google review. My team and I put in a lot of hard work to make sure our couples have an amazing experience and it’s important for me to capture their testimonials so that future couples can have the confidence we’ll do the same for them. Google is such a big player in driving sales leads that it can’t be ignored, and I know I need to continually dedicate myself to getting reviews. People interested in my services want to see recent reviews, and lots of them, so asking my couples for them is a must-do.
A glowing review can be turned into marketing gold. And on the other side of the star rating, if the customer gave honest feedback or legitimate complaints, then my team and I have a ready-made learning opportunity to assess what went wrong and where we can do better in the future. Either way the review and feedback are invaluable and is certainly a necessary step we never skip.
How Can I Help?
If you’re ready to book your corporate dinner, wedding reception, anniversary celebration or team holiday party and are craving some personal attention from your events partner, get in touch with my responsive and professional team of Las Vegas event coordination experts at Gather After.
