When I first started years ago, these were the most dreaded words to hear from one my clients (in reference to the design and services I had promised verbally). I just could not understand why they would say that. After all, this was exactly what I promised and saw in my head all along.
A rendering we created for a client presentation
There was one client who received her bridal bouquet right before she walked down the aisle. I had made it with great pride and thought it was incredibly beautiful. To my surprise the bride started crying, and I, for a moment, was so pleased with myself thinking these were tears of joy. This was, of course, until she uttered those dreaded words, “Preston, this is not what I had in mind.” Years later, I ran into her and she still thinks I ruined her wedding.
A picture from the actual job
I learned the hard way that it is extremely important your clients have as much information as possible in what they are getting before the event.
This is what I suggest:
- In that initial meeting, make very clear notes of a client’s likes and dislikes. Make sure you send your client a copy to review just in case they have something to add or you forgot to write something down.
- Give them a FULL PRESENTATION (never EVER before they are fully committed in using your services–read more about that here). Visual presentations are a very powerful tool. It could be done through drawings (there are a lot of great CAD programs, or you can even use something as simple as PowerPoint or Keynote), photographs, or whatever is appropriate.
- Even more effective: setting up a table or providing samples of what you will be using (fabric, cutlery, plates, etc.) to actually see and touch. In my experience, these are very powerful moments of tears and joy. Once they love and approve your design, you should take a picture of of the table or design and give them a copy. On the day of the event, make sure you have your copy, just in case you hear those dreaded words, “This is not what I had in mind.”
- If service is what you are offering, it is essential that you write these services down in great detail. Talk your client through each and every point, have them sign and hope for the best.
Saying you’re sorry is never easy. Do you think an apology should include some additional compensation?
On 03-04-10 Renee Ferguson says:
That is great of you to share.. as most woudn’t. As for compensation, I think it would really depend on the situation. Not every situation will call for additional compensation, but certainly some will!
On 03-04-10 Heather says:
Which CAD program do you use for your presentations?? I’m looking for one but not sure which to use and which is easiest to utilize.
On 03-04-10 Chris Campbell says:
You know…. We have to go above and beyond with our clients! They are like diamonds, and they are always right, but if you did a presentation , they loved, agreed and etc, I would say that we have an agreement with everything that was done, but I would still try my best to accomplish or give her a discount.
So far, so good, I never had a unpleasing client. As an Interior Designer, I draw everything, I give pictures to my clients and I also do as many house calls as possible can to make them happy and confident. They love my accent from Brazil. and I think designing with charm helps a lot and they love because it’s chic!!! Off course TALENT is the MUST!!!
You know what is very interesting??? I have clients that wants to buy a white sofa and end buying a red one!!! I just love all of them!!!! They make my life GREAT!
Listen,FOCUS, listen,FOCUS, listen,FOCUS, is the the KEY for a fabulous SUCCESS!!!
Love you Preston, the more I know you, the more I love you!! You are clear like a crystal.
On 03-04-10 Chris Campbell says:
I was thinking here with my bottoms:))))) Instead of give the bride a discount, I would offer her a section of 10 beautiful pictures with her favorite photographer and the bridal bouquet of her dream!!!! There’s nothing more adorable than wear the wedding gown again, and live the GLAMOR of a bridal day AGAIN!!!!
She would love you forever!!! How long ago was that? It’s never too late if she still fits in her dress!!! She would love you FOR LIFE! That would be THE BEST DAY OF HER LIFE!!!! A dream SURPRISE DAY!!!!! Cute, cute, cute!!!
On 03-05-10 Thom Green says:
Geesh, I hate this part. Everything comes down to that look, that look is motivation enough to do the job correctly. I say above and beyond. Unless I blatantly forgot or substituted without letting the client know I would after the wedding offer restitution only after a great attempt to remedy the situation. But if not, if everything is as according to contract and we have done our job, then no, a apology is worthy.
On 03-05-10 Sonia says:
Hello Mr. Bailey…yes, I can hear you…”Call me Preston!”
. You are an absolute gem (extremely rare) for sharing these life changing lessons with us.
. They do not know what they want when they come to you but when they see something that strikes a chord they will love it.
I think you are reffering to those clients who give you carte blanche and when it’s all done, they say that’s not what they had in mind. These clients are usually not unhappy with your talent just the fact that you do not have ESP
In this case I have found that most people own up to the responsibility for their decision to give you total freedom. Even though they feel the disappointment and maybe some regret that they did not ask for a more specific design, they are often willing to accept a sincere apology. Most people just want to be assured that their feelings are acknowledged and not just brushed aside. We shouldn’t take it personal and get defensive. Just understand how they feel and look for ways to resolve their issues. If they have trouble putting aside their negative feelings, then I say do something special to allow them to remember how much you care about their happiness.
On 03-05-10 antonella says:
Preston…. thank you for being sooooo honest with your business…. I can now sigh a breath of relief knowing that your experiences in the past are sooo soothing..
Smiles,
Antonella
On 03-06-10 MELISSA says:
IT MUST BE A VERY DIFFICULT MOMENT WHEN THEY DO NOT LIKE WHAT YOU HAVE DONE ON THE DAY OF THE EVENT…
SO, FIRST I SAY I HEAR YOU…. THEN, DO WHAT EVER IT TAKES TO LESSEN THEIR UNHAPPINESS AND THEN SOME….
I AM SURE THAT YOU HAVE EATEN YOUR PROFITS MANY TIMES OVER FROM THING SUCH AS THIS…
XXOO
MELISSA
On 03-10-10 Maria says:
I just have to say that Chris Campbell’s idea was the most unique approach to fixing a wedding day disaster for a high end florist. When you have the resources of the best colleagues in the wedding industry what better way to offer a bride a chance to remake her memories! The cost of flowers and a phone call and some time would be well worth the knowledge that in ten years time your bride is still talking glowingly of you to all of her potential referrals.
On 03-15-10 Jana says:
I’m in heaven! I just discovered your blog today and I’m hooked! Thank you for being so honest and real! I love it!
Amazing work…absolutely AMAZING!!
On 04-27-10 Michelle Poh says:
I totally agree that a lot of visuals need to be presented to the clients cos they are not like us, we see floral arrangements almost everyday but to them, they probably see only once or twice in their whole life. Thanks Preston for sharing all these with us, it really helps especially for someone like me who is thinking of venturing into wedding planning. Thanks for all the tips!
On 06-09-10 Patrick Kritchever says:
I havent accounted this issue yet but thanks for bringing up this important topic. Its a good reminder to keep communication clear and all expectations clearly outlined. Unfortunately, you will get that discerning bride who still says otherwise.