In the very unlikely event of a complaint, you need to know how to handle this to avoid major fallout later down the line.
Not rectifying and resolving a complaint which arises during the planning process can lead to bigger issues further down the line should the couple choose to continue to work with you following the outcome of the initial complaint.
If the complaint is raised following providing services, before or after invoices are paid, this can cause issues for potential business moving forward if the couple take to social media.
Resolving a complaint isn’t about giving into everything a client is asking for. It is about finding a suitable balance for both the vendor and the client. It is about ensuring that the needs of the client are met, but that will also take some investigation.
So let’s talk about finding that balance:
Firstly, identify the issue. Remember that sometimes the concern they are raising isn’t actually the real problem – it could be that, when they provide their thoughts, they are highlighting a lack of confidence, stating the price is too expensive or even projecting their own fears, about “taking the plunge”, onto you. It’s your job to identify what their issue is.
You need to ask questions: Open questions such as those beginning with – How, When, What, Who and Why or, even better, “umbrella” questions such as “Tell me about…” will provide the couple with an opportunity to raise their grievance in a way which allows you to identify their primary concerns.
Once you know what they are concerned about, look for these two touch points: Distress and Inconvenience
Let’s be fair here, Distress is likely to be high, we are, after all, dealing with their wedding day here – it’s already emotionally fraught but specifying what their distress is, is important.
Inconvenience is easier to quantify, usually, as this is often a specific item with potentially a monetary value added as well.
Bear in mind that Distress and Inconvenience are subjective and therefore what you might think is not inconvenient or distressing could be extremely so for a couple on their wedding day. You need to balance their experience against your own.
Once you have identified these two touch points you need to think about whether they are high or low in value to your client and you can start to think about resolving their complaint:
You can see from the chart above this gives you an indication of what level of resolution someone is looking for when they complain.
Think about the last time you made a complaint about something – think about how it was resolved, was it to your satisfaction? If not, was it because the response was mis-evaluated perhaps.
Post your comments below – let us know what common objections you face and let us know if we can help! If you have an issue that is causing you real stress and concern, then please do get in touch and a member of our team will be able to offer you some specific guidance.