Unprofessional vendors: a customer-service announcement
In a previous article written by our Paul about how to deal with difficult wedding vendors, he reminded us to stay cool, calm and collected when it comes to handling ignorant vendors. Even if it goes against every bone in your body, reacting’s just not worth the bitter aftertaste. But what happens when a vendor/bride-to-be scenario bubbles over in national news and on social media? An online bride uprising and a business-breaking hashtag, that’s what.
In response to this article, one person pointed out on Facebook that online business etiquette really is everything. And I couldn’t agree more. Especially if your business operates in the wedding industry.
Why? Because recent surveys by YouGov and Beaverbrooks suggest that nowadays, brides and grooms-to-be should (and likely do) pay for their own weddings. In doing so, nearlyweds aren’t just emotionally invested in their big day; they’re financially invested too. So if a vendor doesn’t uphold high levels of customer service at all times, couples have every right to feel on edge, annoyed and angry, especially in cases where lots of money’s being spent.
Not only that – we live in the digital age now. And where do newlyweds take their anxiety? To online forums of course.
One of the first Internet fascinations I can remember were chat rooms (MSN Messenger anyone?). These then morphed into forums and social media. And it’s these support networks that have become so popular among people who are looking for reassurance from their peers – especially brides and grooms-to-be who are planning their weddings.
Now it’s not for me to say who’s wrong or right in the article above – we’ve all got our own opinions. But what is worth taking note of, all you wedding vendors out there, is the huge reaction the situation got on social media. And how damaging a bad business reaction can be for brand reputation.
I see it as a bigger reminder to people who work in the wedding industry; that you must accept that, within this sector, you have to go above and beyond regular customer service. Why? Because people are now more invested in their weddings. It’s just the way things have evolved.
So, a polite note to all the wedding vendors out there – even though the aforementioned scenario became national news, it’s not a one-off. Just like ‘bridezilla’ cases, ‘bad vendor’ cases do also exist. So please remember that you’ve got to provide a new level of customer service; one which involves really listening to the customer, and making sure they feel valued, every step of the way.
If you’ve been in a hairy situation with a wedding vendor, we’d love to hear how you handled it. Let us know in the comments box below.
About the author