» How to Have Better Client Conversations

In the life of a busy wedding professional, sometimes the majority of your day will be spent communicating with clients. Whether you’re responding to an initial inquiry or going back and forth on the little details of an event with an existing client, take note of your tone and approach to communication at every turn. Even though you may have a million other things to do, it’s important to make every client feel like a star through the entire process!

To help you have better client conversations from start to finish, we put together a few tips:

Connect from the get-go

While you might have many appointments during the course of a regular day, each client needs to feel a personal connection with you and your business. Before you start going over the details of the couples’ wedding or event, you’ll need to establish a connection with the couple. Getting to know them a little more can inform your decisions throughout the rest of the conversation (pro tip: find out early on what communication methods they prefer, and follow suit!). You should also take the time to talk a little about yourself so they understand more about you and why your business best fits their needs.

Take it slow

This tip goes hand in hand with the point above; don’t rush into your sales pitch or make an client feel like they’re interrupting your day. Give yourself enough buffer of time for every conversation, and allow them ample time to talk about themselves and the event. Listen carefully to what the couple says so you can remember the little details, and repeat some of those details to them in the course of conversation so they know you are paying attention.

Anticipate Indecisiveness 

We all know that couples are often indecisive when it comes to making choices about their wedding, and they have every right to be – they’re dealing with a lot of stress and pressure. Don’t take it personally if they want time after a conversation to think about it, or if they send you more questions or request a change in product or service. Take it one step at a time and remind them that you are always here to help.

Clarify next steps

At the end of any conversation, be ready to articulate your plan of action and/or clearly outline next steps to make sure that everyone is on the same page. Repeat the items you are responsible for, and remind them of anything they need to provide you to keep the process moving forward. Send a follow-up email to recap your conversation and show them that they will always be able to depend on you to follow-through and keep things organized.

The “Golden Rule”

The “Golden Rule” for successful client communications is the old adage, treat others as you would like to be treated. Most people don’t like to be hounded by a salesperson or relentlessly emailed or called. People want to do business with other real people that they can connect with. By following the tips above, you’ll be more personable in your client conversations and you’ll maintain that connection throughout the whole wedding process. Every happy client is another chance for a 5-star review, so start making your clients happy by putting your best foot forward!

 

Editor’s note: This article was originally published in July 2014 and has been updated for freshness and accuracy.

» 4 Tips to Optimize Your Lead Replies

4 Tips to Optimize Your Lead RepliesIn the competitive wedding industry, everyone wants lots of high quality leads – but how you reply to each lead plays a pivotal role in determining if you will successfully book the client. These quick tips will help you optimize your lead replies so you’re more likely to receive a positive response and ultimately win the business!

Don’t forget to be personal

Clients know you’re busy, but responding to an email inquiry with an auto response may not have the positive impact you intended. About 25% of couples don’t like generic automated responses, as they can be perceived as impersonal and often provide little added value. Take an extra minute to include in your reply some details from their message, such as wedding date, style, or venue, or to add a personal comment. This effort makes a human connection and helps you stand out in their crowded inbox.

Keep it short and simple

Many couples check emails primarily on their mobile devices, and short emails are more likely to get a reply. Start with a brief subject line and get to the point quickly, since lengthy emails often go unread. Avoid long paragraphs by adding line breaks and use bullet points or numbers where possible to highlight important details. Come up with a few sample responses to keep on hand so you can quickly add in a bit of custom information based on the inquiry and hit ‘send.’

Answer any questions they asked

Many pros make the mistake of not responding to directly asked questions, which can frustrate couples because they’re often reaching out to a number of pros and may have specific questions or criteria they need to know to move forward. You can prepare ahead of time by coming up with a list of answers to common questions such as price range, packages, and availability – but be sure to address any specific questions they asked in your initial reply. These answers are important in determining if you are a good match – nd will ultimately save you time!

NEW – Use their preferred contact method

Our research shows that 48% of couples express frustration when a vendor does not reciprocate their preferred communication type. Get off on the right foot with potential clients by contacting them in the way they prefer!

As of September 2016, couples can now give you their phone number and indicate their preferred contact method for your response. The couple’s preferred method will be shared with you in their message details saved on their client information card within your account. If they choose to provide a phone number, it will also appear within their client details for easy reference.

Check out the change on your Storefront now >>

What other tips do you have that have helped your response and conversion rates? Let us know in the comments!

» Infographic: Can You Hear Me Now? Client Communication Tips

Client communication in the modern market can be very confusing. Technology has transformed everything about the way we communicate, so it’s important to be familiar with the best communication practices in order to get more replies and book more engaged couples.

In our recent webinar for Premium members, WeddingWire Education Guru Alan Berg shared his tips for successful communication tips in the wedding industry. Read the infographic below to learn Alan’s six T’s to effectively communicate with couples in order to book more weddings!

Client communication tips infographic