When clients book their wedding team, it’s not typically a decisions to which they arrive at lightly. It has likely taken much consideration, comparisons and conversations to make their final choice. It’s no wonder that every day can feel like Christmas when they secure a wedding pro. They are eager to get started with including this person on the planning of what will be one of the best days of their lives.
Up to this point, they’ve been enamored by your website, convinced by your reviews and impressed with your expertise. They’ve been sold a vision of not just their wedding day, but also what it is like to work with you. This, unfortunately, is where for some pros that it begins to fall apart. Here are four mistakes wedding pros make after booking a client:
Go Radio Silent. This is where clients are sent a copy of their contract (maybe) along with a portal link. Pretty much all the requisite things they need to know that they’ve legally and financially secured a vendor, but nothing experiential that gives them a glimpse into the process or brand personality. No call, no email, no gift. Just dead silence.
Do Too Much At Once. This can be almost as bad as doing nothing or going radio silent. This completely overwhelms the client, by bombarding them with tasks, questions, forms, and meetings. Rather than instilling the client with the feeling that they’ve made a great choice, the client is left to feel more overwhelmed and alone than they did prior to booking.
Let the Client Run the Show. This hands the reins over to the client, letting them decide what to work on, how and with whom. While this certainly gives the client a sense of control and security, it will wreak havoc on your process and the process that your colleagues have come to know and appreciate. When this happens, it is terribly hard to regain the position of a leader or expert later in the planning.
Doing Nothing. This is the absolute worst. There’s no calls. No guidance. No emails. Your client is basically left floundering, wondering if they’ve made the right decision. This can lead to feelings of abandonment or for them to start making decisions on their own, which can cause major hiccups later in the planning process.
So how do you avoid these major mistakes? Develop an onboarding process that is reflective of your brand to keep your clients excited about working with you. Your onboarding process will set the tone for everything to come afterwards and establish a framework of how to work and interact with you.
- Create an onboarding process for each service that you offer. Begin with mutual starting point for all of your services and branch off for each of their individual needs.
- Visually plot out your workflow to make it easy for you to follow– remember it should be easy and efficient, for you and your client.
- Integrate your onboarding workflow into your CRM to automate as much as possible.
- Offer a welcome guide to clients of need-to-know information they can use to as a reference resource throughout their planning.