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Copying Content is Plagiarism and Theft

Monday, February 8, 2010 Posted in Legal, Life Lessons, People Topics

Creative Commons License

Recently, I stumbled upon someone using verbiage from my invitation website verbatim. The had literally copied and pasted text to their site. This is happening a lot in the wedding industry right now and it really confuses me. I don’t get steamed with a lot of stuff. I tend to have a pretty even-tempered feeling on this. There isn’t a lot of space or time in my life for anger and vindication.

I’m mostly just puzzled…

Why would someone do this? Do they lack originality? Are they insecure? Do they not know how to write very well? Are they lazy? I really don’t know why this happens. I also wonder how they think they can get away with it. It’s not like being in high school and using someone’s term paper from another school. This is 2010, age of the internet. ALL things are SEARCHABLE, GOOGLE-ABLE, TRACEABLE.

Is it plagiarism?

A few months ago, I did a post on “When Not To Worry About Copycats“. There are plenty of times that people are NOT copying. If I do a trend post on turquoise blue on Monday and my competitor does one on Tuesday, chances are that this was coincidental. HELLO – isn’t turquoise the Pantone trend of 2010? We are all writing about this in our industry. It’s editorial. LA Times & NY Times cover the same news.

What I’m talking about today is legitimate plagiarizing. Plagiarizing is “to steal and pass off (the ideas or words of another) as one’s own; use another’s production without crediting the source”. It happens in every segment of our business: photographers who use other photographers’ images without credit, invitation designers who use other people’s designs, planners who copy/paste other planners’ packages, bloggers who use other people’s writing. This is beyond using Jackson Pollock as inspiration for your piece. This is photocopying an image of his artwork and printing it onto a wedding invite.

Please don’t steal…

I struggled with whether I should address this post to people out there who may read my blog (or stumble on this article) and be guilty of this. I wondered if the type of person who steals would actually be educating themselves on the business of weddings. I doubt it. But, in the off chance that you find yourself here, my message is short and sweet:

Inspiration and theft are two different things. Make sure you know the difference.
Your business deserves better.
Differentiation is the best way to market yourself.
Find your voice.
Be You.

Tomorrow, I’ll give my tips on how to protect yourself from plagiarism. On Wednesday, we’ll talk about what to do if your content has been used illegally.

by Michelle Loretta

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February 8, 2010 - 7:01 am April Foster - Great post. It is something that needs to be talked about especially with the number of new blogs that pop up daily. I look forward to your Wednesday post!

February 8, 2010 - 7:57 am Kate Miller - Thank you for this! Sadly, I've experienced this in a few different ways recently - but thankfully, most of the fantastic blogs out there are quick to update their posts when they realize that the source is missing.

February 8, 2010 - 9:24 am Shayna - I've had it happen to me several times. Once, someone stole a chunk of my bio - that's my LIFE! I'm glad you're addressing it, even if the guilty parties aren't reading (and I hope they are).

February 8, 2010 - 12:34 pm Aleah + Nick Valley - As always; great advice. This is becoming an increasing problem and yes, you're right: many vision boards, color palettes, and even "wedding Wednesday" or "fun find Friday" posts that so many bloggers post might be similar. We read similar posts on blogs/sites all the time and in this industry, coincidence is easy to happen upon. What's not okay is copying. We've experienced this with our text and packages on several occasion. We decided to remove some of this information from our site and provide it only by request. It's unfortunate; we're in an industry of creativity and if you aren't able to tap into your own creative thoughts, perhaps you should consider another field. Way to speak out, Michelle! Aleah + Nick

February 8, 2010 - 4:31 pm Jennifer | Zinchuk Studios - It's so tough when somebody steals your creativity. On the one hand, I love sharing new awesome ideas with my peers. However, when somebody takes your ideas and gives you no credit/no love, it's sad for everyone. Over the weekend we saw another videographer's video that used the exact shot/sequence we thought up 2 weeks before. Could be a coincidence but more likely they were inspired. I'd love it if they had just commented on our work. I appreciate this post--I think in this industry it is hard to draw a line between sharing ideas and stealing ideas. Thank you for bringing up an important issue.

February 8, 2010 - 4:35 pm Kat - Thanks so much for posting this. This really is running rampant in our industry and I find it so sad. In such a creative environment why copy? I have a competitor that is more like a stalker copying everything I say, post, or friend. I look forward to your next post!

February 8, 2010 - 4:35 pm Misty Damico {Luxe Event Productions} - You hit the nail on the head and I always like seeing your posts. Wish we lived closer!

Insider to Insider: Erica Prewitt, Owner of A Big To Do Event, Inc.

Friday, February 5, 2010 Posted in Insider to Insider

Erica Prewitt is the owner of A Big To Do Event and is otherwise known as The Checklist Queen. She is the master of event logistics, design, and budget. (I’m digging this useful wedding budget she has on her blog for clients. She’s a girl after my own heart!) I like the feeling of relaxation that comes over me when I know someone else is managing the checklist. AND – WOW… I love this: Erica’s goal as an event planner is “to make the hostess look like SuperWoman.” Erica, darlin’… you wanna come down to Miami? I could use a SuperWoman makeover!

Erica Prewitt
Owner, A Big To Do Event, Inc.
Atlanta, GA
www.abigtodoevent.com
Established July 2005

Why did you start your business?

I have always been entrepreneurial. When I was in college, I was a volunteer with AmeriCorps (like the Peace Corps but instead of doing service abroad, we served in our local community). Within two years, I successfully produced over 100 events for non-profits in the Jackson, Mississippi area. These events ranged from “Building a Habitat House day” to Volunteer Appreciation Events. After my service with AmeriCorps was over, I changed my business to social events and successfully created game-day events for the President of Mississippi State University in his suite at the football stadium. During this time, I also was very successful in the Mary Kay Cosmetics world.

When I graduated from college, I thought I needed to work for someone else. And since I was good at selling lipstick with Mary Kay, I went into sales. And I was good at it. However, being 23 and working 70-80 hours per week and not getting to see the guy I moved to Atlanta for made me realize this was not the life I wanted to embrace. So I planned my boyfriend’s mom’s Surprise 60th Birthday Party. People still talk about that event.

So two weeks later, I opened A Big To Do Event, quit my sales job, and haven’t looked back.

What book (business or soul-searching) do you recommend to new business owners? Why?

I LOVE the book If You Want To Walk On Water, You’ve Got To Get Out Of The Boat by John Ortborg. Aside from the fact that the title in itself is a mini “Come-To-Jesus” with yourself, the message inside the book gives examples of people whom I respect who stepped out of the boat and accomplished great things.

Do you have any cool goal-setting tips to share with us?

I am a huge fan of the color coded daily calendar. Each color means a different task. For example, all green blocks are dedicated to immediate Income Producing Activities (writing proposals, creating contracts, meeting with prospects). All red blocks are dedicated to timeline driven activities (creating timelines, ordering linens, etc.) All light green blocks are dedicated to networking. Because I know that 85% of my business is attributed to relationships I’ve developed through networking, light green chunks are a regular occurrence on my calendar.

What do you find to be the biggest challenge as a business owner?

Honestly, because I essentially sell time, it was hard for me to value time as a product. At the beginning of my business, I undervalued my product: my time. I would often give it away for free. Yikes!

If you were starting your business all over again, what would you have done differently?

I would have taken more time to really understand what a business plan was and to create one for my business. I bought books about starting a business but I was so interested in being in business that I barely skimmed them.

Thanks Erica!

Want more great reads? Check out our book list!

Is there someone that you think is AWESOME in the wedding industry? Tell us about’m!

by Michelle Loretta

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February 6, 2010 - 8:35 am David Bacon - I have had the privilege of knowing Erica for some time. She is a professional in every sense of the word, wrapped in a energetic happy person who is a delight to work with. I have recommended her on more than one occasion and am confident that those who are seeking event planning would be well served to contact Erica.

February 6, 2010 - 3:14 pm Kate Miller - I love the concept of a color-coded calendar for task categories! I've been doing that with my work/home/workout/etc calendars - but I think the idea of breaking it down further for task types sounds great!

Turning Away Business

Thursday, February 4, 2010 Posted in Consults, Customer Service, Etiquette, Sales, Teach the Client

Is it a match? ~ Creative Commons License

This week we’ve been discussing consults: how to create a consistent client experience and how to identify a difficult client. The big question of the week is:

“How do I turn away a client that I don’t want to work with?”

There is no easy way to do this. It’s like telling a date that dinner was really nice but you don’t want to see them again. ARGH. Painful.

You do need to find your own style. But, I’m going to give you some help. Here are my tips:

Don’t Lie

Don’t say you are booked. Why did you take the consult appointment in the first place? It also makes you look flakey. And personally, I can smell a liar a thousand miles away. Honesty is key to the integrity of your business. Even if that client is not a match, you want to do this honestly.

Practice Makes Perfect

The first time is really hard. And, you will likely be bad at turning away a client. You will feel like a goof. You will feel clumsy. You will probably not look very good. But, it does get easier. And, learning how to do this is VITAL to the success of your business (and your sanity).

Did You Listen?

In the consult, you should have been able to identify key reasons as to why this bride or groom is not a match for your business. You will need to know these reasons to help identify why it is not a match.

Allow Them To Turn You Down

Once you get good at identifying the “red flags” of a difficult client you’ll become skilled at “steering the consult”. When a client comes in with demands that I know I cannot fulfill, I start asking questions, “So, tell me, is this what you are looking for?” I fully know what the answer is going to be. I explain to them my limitations and fears in being able to fulfill their needs. They start to see where this is going. We both come to the same conclusion: it’s not a match. It’s amicable. This is a mutual break-up. If you listen to what they are saying, you can put it onto their court. The decision becomes theirs to turn you down.

This Is Business

I know this is nutty, but one of the best lessons I learned about being in business was from the TV show “The Apprentice”. Trump says, “Don’t take this personally. This is business.” This is a tough thing to swallow in an industry that is VERY personal. But just knowing (in your head and your heart) that this is a business decision will make you feel stronger. This doesn’t mean you have to be cruel to your client. It just means that in your head you need to believe in your reason for doing this: It is a smart business decision.

Be Humble

Even if you are an “award-winning” wedding pro who can have their pick of clients… and, even if you have an artistic form that is unique and untouchable… do not be a diva (or a dick.) I’ve heard a few stories of arrogant pros that basically tell the client, “That is beneath me. I will not do that. That is so boring (or ugly – or tacky.)” You may feel that you cannot compromise your artistic integrity. But, you don’t have to be mean about it. This is the most important day of people’s lives. Don’t spit on it. Yes, I’ve had people ask me for invites with doves and interlocking hearts. I won’t do them. But, I wouldn’t dream of telling them that they are passé (or dare I say it, tacky.) This is their dream day. Don’t ruin it with arrogance.

A Match Is Not A Match

Ultimately, if it’s not a match, it’s not a match. Trying to make it fit is not only doing you a disservice but also giving your client a bad experience. If you were unable to “steer the consult” so that the client turns you down, you are going to have to do it. If they want a proposal and you know it is not a match, you are going to have to let them know. It’s a difficult conversation, but YOU CAN DO IT. (It gets easier over time.) You need to find a way that is comfortable for you.

For me, since it involves invitation design, I focus on the design element “You are a lovely couple and I would love to work with you. But, I need to be honest. I don’t think I’m going to be able to provide the service you want. You want x and my expertise is y. (Or, your deadline is x and my timeline is y.) I think you will be much better suited with another designer.”

If you are providing a service, it is a little more challenging because you can’t pin it down on something tangible like “creative differences”. Sometimes it is just a personality mismatch. You have to remember that if you are planner, a wedding is your product. Whether the client is a little coo-coo or their taste is different than yours, you are not going to be able to provide the wedding they want. You need to let them know that. They may be put off in the beginning. But, by assuring them that you really just want them to have the best wedding and that you are not the one to give them that, they will be better in the end.

Help Them Find A Match

Depending on why I turn away business, I usually give people some recommendations. I never want to send a bridezilla to another vendor. But, usually it is a design mismatch or a personality mismatch. If it is a bridezilla, I try to identify what about them is difficult. There are some planners who work wonders on difficult people and can handle all types! Knowing how to match people is part of your job. You need to know when it’s a good match for you, and when it’s a good match for someone else.

You will “make good” by helping the client find a match. By identifying key needs of theirs and helping them find someone to work with will reflect strongly on your business. “You said that you wanted to have white doves flying overhead while 10 small children toss soft pink petals by your feet as you walk down the aisle to the song You are so Beautiful. I know of a planner who is also an awesome designer.”

Helping them find a match is key to having a good reputation. It will also personally make you feel better to have a solution for them. Furthermore, they will remember your generosity. I’ve had people refer their friends to me even though we were not a match. Kindness and generosity go a long way – even with a bridezilla!

In Summary…

There is no easy way to do this. You need to find your own style. But, if you listen and learn what the client wants, you can determine whether it’s a match. FOCUS on making a MATCH. Whether that match is with you or with someone else, your job is to find a solution.

What do you think, wedding pros? What are your tips for letting someone down?

by Michelle Loretta

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February 4, 2010 - 8:38 am Phil - Learning to handle the clients who aren't going to be a good match has been such a blessing. I've run into really nice people who are just looking for a service that doesn't match what I do. My first turn away was an acquaintence who was a personal referral from a close friend. After speaking with the bride it was so clear that what the couple wanted wasn't what I could do for them. In the end, sending them to another photographer established better relationships all over - with the friend, the bride and couple, and the photographer I sent them to. This is a great article - thanks for all the wisdom recently!

February 4, 2010 - 9:01 am Tara Bliven - I have done the "we're booked" thing (oops), but graduated to clumsy "it's not you, it's me" conversations. CLUMSY! But I'm glad I did it, and they will be to :) Awesome post, Michelle -- thank you for sharing your knowledge with us.

February 4, 2010 - 12:28 pm Sharon - Thank you so much for this week's post. I have struggled with this topic for a while and appreciate the insight and guidance. Thanks to Catie for sending the link my way!

February 5, 2010 - 3:42 pm Cynthea Kinnaman - Thank you for this post. I once heard a less experienced wedding planner in answer to the question "Who is your target market?" say, "My target market is any bride who wants to hire me." I just shook my head. If we're selling ourselves to every bride, how do we ever differentiate ourselves and stand out from the competition? I don't meet with brides unless we've had an in depth phone conversation about what they are looking for and what we can deliver. If my instinct says we're not a match, I tell them very simply, "In all honesty, I don't think we're a good fit for you. Our goal is to have you absolutely thrilled with our service and I just don't get the feeling that we're going to be able to deliver what you're looking for in the way you would like it delivered. We'd be happy to recommend another planner to you." I wish them all the best. I truly do. But the quickest route to burnout is trying to be all things to all people.

Identifying a Difficult Client

Wednesday, February 3, 2010 Posted in Consults, Sales, Teach the Client

RED FLAG! Creative Commons License

We’ve all had her as a client: the bridezilla! Oh, I wish it was a stereotype, but she is out there. And, her sidekick, groomzilla, is equally cringe-inducing. I’ve been very fortunate to deal with very few of these in my career. But, the times I did have a bridezilla or groomzilla client I asked myself over and over, “How did I let this happen to me?”

When I first started my wedding invitation business, I took on everyone as a client. I’d had a few “Devil Wears Prada” type of bosses in my job history, so I was accustomed to dealing with difficult personalities. I prided myself on being able to work with anyone with any personality. I valued my flexibility and adaptability. I thought that I was being awesome. HA.

In the last three years, I’ve put my foot down. I’ve learned how to see the monsters coming and I steer clear. I can probably still deal with these people. I can talk most people off a ledge. I’ve counseled a few clients on their mother-daughter issues. I’ve mediated between couples battling over eggplant vs. encre. But why? Why go through all this? This is not my job. My job is to create not to mediate. It is not to walk on pins and needles around my clients.

So, how do I identify this breed? They do seem nice when they first come in, don’t they? First of all, you have to toughen up your gut. I have a pretty good instinct about people. I can read body language and have a little internal radar for difficult people. (I think this stems from my days as an auditor when I was trained to detect fraud.) If you pay attention, listen, and watch you can strengthen this ability.

There are also “red flag” indicators. Sometimes you will see these warning signs. Other times you have to ask the right questions. Kelly Simants helped me compile the list below of warning signs. These are different for everyone, but they have been helpful to us in our businesses.

Indicators that your client is going to be a difficult one…

If a potential client says, “I’m very hands on and like to be in control”
Typically, that means they will have a hard time trusting you and won’t be able to let go and relax on their wedding day. It also tends to mean that if you provide them with advice, they’ll have a hard time listening and will do what they want regardless of your expertise in the field. If you want to feel someone out for this, ask them, “How active do you want to be in the planning of your wedding?”
If the first question out of their mouth is “What is your price?”
Typically, that means they are just looking for the lowest price out there and likely don’t understand the value of your product or services.
If there is an inappropriate sense of urgency or ridiculous level of expectation.
If they come into the consult wanting invites mailed next week, their expectations and understanding of your business are way off. I recommend that you dig deeper. Do they need more knowledge into your process? Maybe they don’t understand that custom design can take 4-8 weeks. However, if they seem impatient, or they failed to plan, it is sign that they will likely be putting a great amount of pressure on you to produce a small miracle.
If they say, “I’ve planned everything and it’s a simple wedding, so really all I need for you to do is come in on the “Day-Of” and set-up/take-down”.
Again, in my experience they don’t understand the value of a Wedding Planner and realize that I can’t just show up on their wedding day without having done quite a bit of prep work with developing their timeline, confirming details with wedding professionals, etc. It’s also likely not a “simple” wedding like they might tell you it is. Personally, I spend 40-50 hours for a “Day-Of” type of package which is why I have decided to educate clients that this is more of a “Month-Of” type of package. I don’t know anyone who can just walk in on the day of a wedding without having done any prep work beforehand, but that’s what many brides think we can do!

This also goes for photographers and florists. If the client is saying, “Oh, all I really need is a couple hours of photography” or, “I can buy the flowers, can you arrange them?” They don’t really understand what it is that you do and what it really entail.
If someone else is in charge of their wedding.
You may LOVE the client. But, they may not be the one actually planning the wedding. And, you won’t know unless you find out. Ask questions about who is hosting the wedding. Ask them about their family participation. (“How do you want to involve your family in the wedding?”) The answer could be as simple as, “I just want them to have a good time”. The red flag would be, “Oh, my mother is VERY involved in every detail of this wedding.” The mother may be wonderful and sweet as pie. But, you’ll definitely want to meet mom before you make any proposal. You will be working with her, not the bride.
If they cut you off, are rude to you, etc.
If they treat you like that during a consultation, imagine what they might be like on their wedding day.
If you walk away from a consult and have a bad feeling but aren’t sure exactly why…go with your gut!
They probably aren’t a good match for you, and it’s ok to refer them to another Planner who might be a better fit for them. Sometimes it really is a personality difference and they are best suited for another personality.

What do you think? What are your “red flag” indicators of difficult clients?

Tomorrow, we’ll talk about how to turn away business. This is ALWAYS challenging, but sometimes necessary.

by Michelle Loretta

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February 3, 2010 - 8:00 am Jeannine Kennedy - Michelle: This was a great post! I'd love to see some suggestions on what to say when you realize you need to decline a potential client. Sticky situations like that unnerve me! Obviously, if you've consulted with them, you've said that you are available, so you can't really say, "Sorry, I am booked for that date." Thanks for sharing - I'm sure these topics are things we all secretly wonder about!

February 3, 2010 - 8:03 am Keisha Scott - Michelle, I absolutely love this post. Sometimes it is difficult to detect a bridezilla, and reading these indicators will be helpful to me and my business. One "red flag" that I have noticed and learned from is the bride that comes in with the statement, "Let's not talk about the budget right now". If you have money in the bank, that's fine, but one should still have an idea of what they are looking to spend. My job as a Wedding Planner is to make sure that there is some money management maintained for the event. To make a long story short, there was a budget, and she did not want to stick by that, which created conflict with her and her family. From that point on, I have now included a separate proposal that if any bride goes over their budget they have to sign an agreement stating that I have given them the necessary information regarding their budget, and they have agreed to change or increase that budget. I have enjoyed reading today's post, and looking forward to tomorrow's discussion.

February 3, 2010 - 8:20 am Karla |Stylish Events| - Michelle, I've been waiting for this post ever since we got together. Great pointers on how to identify a red-flag or difficult client and save us the trouble. I've learned to look out for those potential clients who seem very obsessive compulsive in their correspondence or initial consultation because they can put lots of pressure and expect immediate gratification. Today's Bride is very involved in the planning process but they have to let the professional do what they do best.

February 3, 2010 - 10:38 am Vari Avila - Excellent post! I too am interested in learning what your suggested decline response would be after you realize that the potential client might not be a good fit. I'll be looking forward to your post tomorrow!

February 3, 2010 - 11:18 am Ron Ruth - Love your article. I would add, never let a parent contract you as a Wedding Professional without hearing the words "We really want you" from the Bride & Groom. As I've learned the hard way, mom & dad may be thrilled with your style and offerings but the couple may have another vision, or even another Wedding Professional, in mind.

February 3, 2010 - 11:32 am Pamela - Thanks so much for sharing these true red flags. I can't wait to see tomorrow's advice, as I'm finding myself exactly the situation you've described.

February 3, 2010 - 2:10 pm SnideBride - Intuition is truly what it's all about. LOVE the 'It's just a simple wedding'. That's code for 'Only 6 sets of curtains to hang. It really shouldn't take that long.' Unless you've done it and timed it, shut up about its simplicity.

February 3, 2010 - 3:57 pm Dina Eisenberg - Michelle, you hit the nail on the head. I think that if you have chutzpah enough to start your own business, you might was well make it so you have clients you like! You have to set expectations and hold to them. It takes courage to just stay no, though. So, I'm gonna ponder what a good response for each type of monster client, just in case you have her already or see her coming. I'll let you know when the post is up, probably Monday. Thanks for writing such a thought provoking post! PS Personally, I don't work with people who can't laugh at themselves. Life's just too short...

February 3, 2010 - 8:03 pm Brittney M. - Thanks you so much for all of the advice... truly love it all!

February 4, 2010 - 8:01 am Turning Away Business » Sage Wedding Pros - [...] Identifying a Difficult Client [...]

Creating a Consistent Customer Experience

Tuesday, February 2, 2010 Posted in Consults, Customer Service, Strategy

Creative Commons License

When you hear of a business that offers a good customer experience, you first think of their quality and their service. Within those two characteristics lies a third one: consistency. Your quality and your service are only as good as their consistency.

Systematic consistency…

In Michael Gerber’s The E-Myth, he discusses how this consistency can make or break a legion of devotees. He gives the example of his barber. He goes to get his haircut and is always offered a cup of coffee, consistently handed the newspaper, and systematically offered “the usual”. He loves his barber. He consistently receives this high level of service. He gladly refers this business because he knows his friends will be treated the same as he is treated. His friends will be attended to, flawlessly.

Your best hotel stay…

Think about your best hotel stay. What was that like? Chances are, during your stay, there was a level of consistency you could expect every day. For me, it was a stay last fall at Fiesta Americana Hotel in Cancun. The level was unparalleled to anything I had ever experienced. Every single person in that hotel was attentive to my needs. From the server at the bar, to the lady sweeping the patio, to the gal at registration…. every single person acknowledged and serviced me. And, that consistency was even extended to my 1-year-old daughter. I could not believe that they serviced her at the same level as they serviced her grandfather.

Creating your customer’s consistent experience…

We are often so caught up in making the sale, and getting the proposal, that we don’t always create “the experience”. What is your customer’s experience working with your business? Is it happenstance? Or, have you intentionally created their customer experience? Is this experience consistent for every person with which you meet? Or, do you forget to be consistent because you are just trying to make it through the day?

Here are some tips for creating a customer experience:

Create a script or process of what happens during a consult. This will give you a starting point on which to build your consistent customer experience. Also, by writing it down you are creating a systematic approach to consistency.
Decide how you want to “treat” the customer. Sometimes simple touches like offering a cup of coffee in the morning or a glass of wine in the evening go a long way. Be intentional, not happenstance.
What are the questions you ask of your customer and their event? Are you consistently listening? Are you consistently interested in what they tell you?
Do you have specific music to get them “in the mood”? Mood music is powerful. When I worked for a French clothing importer, we always played a range of French music to get them inspired to buy for their stores. We created a French experience which they then took to their boutiques.
If you have employees, ensure that each one of them has been educated on your company’s customer experience.
If you don’t meet with clients at your office, where are you meeting them? Is it conducive to the experience you want to create?
Are you taking care of customer needs?
Do you clearly explain your process so that they know what to anticipate? This is key in molding your clients’ expectations.
Love the experience. If you don’t like it, you won’t do it. If you are bored with it, you need to redefine it. You need to love providing the experience or it won’t happen.
Have fun with it! What are some creative ways you can create a unique experience?

Lather, rinse, repeat…

Consistency is all about repetition. Once you define “the experience” you must consistently present this to all clients. People will come to expect it and that is a GOOD thing. This is what repeat and referral business is all about. I know I’ll be heading south to Cancun soon… and I’ve got my eye on that Fiesta Americana Hotel!

Come on back tomorrow… we’ll continue talking about consults… and discuss some “RED FLAGS” (how to identify problematic customers).

by Michelle Loretta

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February 2, 2010 - 7:44 am Lakendra-Affairs With Elegance - Another great post Michelle!

February 2, 2010 - 7:51 am isha | isha foss events - Great post. Thanks for the reminder.

February 2, 2010 - 9:57 am Karla |Stylish Events| - I have implemented this and it works for me. A lot of my Brides talk to each other rather frequently and it's good to treat them all with the same level of service. I wouldn't want some of them feeling like someone else is getting a higher quality of service because their budget is bigger or their Wedding is high-end, etc. I keep it consisten with follow ups and being genuinely interested in their progress.

February 2, 2010 - 3:12 pm John Christopher Photographs - Love this! This is a non-negotiable in the service industry for sure.

February 2, 2010 - 3:21 pm Brit - Great post - I could not agree more!

February 2, 2010 - 3:46 pm Catie Ronquillo - Great post. It's so important to create not just an experience, but a REMARKABLE experience where your client can't stop talking about you (in a great way of course!) Thanks for all the advice in this post! And on a random note: do you have any recommendations for french vibe music? hehe.

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