As we continue our discussion about selling our work successfully, we should address the happy and the unhappy client.
I’ve done more than one wedding that had all of the best vendors on the job, and, yet, a single error — maybe the lights were too bright or the music too loud or the food too cold or the room too hot — was the only thing the client remembered. What they say is true; it’s impossible to please everyone 100% of the time.
I even had a client once who told me that everything was perfect except she prefers her flowers tight and the flowers I used were too open. Sometimes, you just can’t win!
We may not be able to always win, but we can always try. Here are some tips I’ve learned over the years:
1. Remember integrity: you’ll be a better salesperson with it. Your greatest selling asset is honesty. Do not over-promise!!
2. As often as possible, gently remind your clients that you’re doing everything you can to create their dream event.
3. But stick to the honesty — keep clients informed of the (sometimes) cold, hard truth: if something goes wrong or isn’t working, let them know. And then immediately reassure them that you are taking care of it. That’s what I call integrity.
Unfortunately, I’ve work with many vendors who promise the world, but, at the end of the day, show up empty-handed. So, if you want to be successful, tell the truth.
Dear Readers, I always learn a great deal from client feedback. What’s some of the feedback you’ve received from unhappy clients? How did you use that information to do better next time?