The majority of brides are absolutely delightful, full of excitement and joy, enjoying the planning of their big day, especially when it comes to talking about flowers!
However, as with any business serving the public, there are exceptions, where some clients can be more challenging. These challenges can come in various forms, from being:
demanding
unreasonable
rude
to
not listening
When it becomes obvious to you or your team, that the conversations and discussions are not going as smoothly as you would like, the last thing you want is to make the situation worse.
Be mindful of your demeanour, no matter how you really feel.
In my experience, I would always advise to be mindful of your demeanour, no matter how you really feel.
As mentioned in my previous article, the tone of your voice, your body language, the tone of an email all make a huge difference to the impression you give back to your client. A disgruntled bride’s feedback of her experience with you/your team/your business can do damage to you and your brand.
My tips are:
Be patient, smile, and listen to your bride.
Let them speak and when they have finished, calmly go through each point (whether it is flower type, design styles, availability, pricing and / or just generally difficult on various aspects of their wedding flower planning).
Be clear with your voice and go through each area with confidence, expertise and experience.
Be pleasant and reassuring to your bride. “This is what I advise, this is how it will look and this is, in my experience, how we will help create the wedding of your dreams”.
Be enthusiastic, no matter what.
Show your portfolio.
Offer to create a mood board with your proposal.
Where you can, use a pencil to sketch your ideas. “We will work (or, we have lots of experience) with your wedding planner at the venue and you can be reassured that we work very well together”
