DILEMMA OF THE DAY: LOSING SLEEP OVER UNHAPPY CLIENTS
June 8, 2011
We’re in the wedding and event industry, and our business is about providing great service. I love my work, and, most of the time, I consider my job play. But, once in a while, when something hasn’t gone well, I still have sleepless nights. Usually, I can’t sleep for one of three reasons:
1. A client is unhappy with how his or her event turned out.
2. A new client is incredibly demanding and, yet, doesn’t want to pay.
3. I thought my designs were very strong, but the client doesn’t like them.
I beat myself up thinking about where I went wrong and trying to determine how to fix it. At this point, I’ve been in the industry long enough that I recognize this is just part of being in the service industry. The trick is learning how to deal with it, because losing sleep is not the answer!
When you have an unhappy client, you need to let him or her vent. Then you need to offer a solution.
A demanding client who resists paying is a little harder. I don’t mind demanding clients. That’s all part of the job. But it can be very frustrating and even disrespectful when clients don’t pay their bills on time. It’s really hard not to take this personally, but the only thing I can do is educate them. I try to make them understand why I charge what I charge and why it’s important for me and my entire team that we get paid on time. I try to rely on logic and reason in this situation.
Clients who reject my designs don’t bother me as much as you might think they would. In fact, I kind of like the challenge. I mostly lie awake at night thinking about new designs that will blow them away.
Readers, do you sometimes have trouble sleeping, too? What causes these nights? Please share.
On a separate note, I am going to be writing my very own column in Event Solutions Magazine
so be sure to check it out!