A couple weeks ago I had the honor of speaking on pricing strategies at Posh Retreat, a filmmakers retreat and workshop for women in Cancun Mexico.  This was a real treat for me.  For starters, I love speaking and I love teaching.  Also, it was a privilege speaking to a group of women business owners.  I love all you fabulous men out there, but let’s be real, we ladies have come a long way in the last several decades in our careers.  I have a lot of pride for my fellow fempreneurs!  Lastly, I’ve always secretly wanted to be a filmmaker so it was fun for me to see the inner workings of their craft.

Posh Retreat 2011

Posh Retreat is one of the best conferences I’ve ever had the privilege of speaking at or attending.  The seminars were informative and extremely valuable.  And, the participants were welcoming, fun, and generous.  And, not much needs to be said about the beauty of the Riviera Maya!

What blew me away is the talent coming from female filmmakers.  One of my favorite parts of the conference was viewing short clips of the participants’ work.  WOW.  The women of POSH bring creativity and artistry that is revolutionizing the wedding industry.  The emotional depth that the films brought to each event was moving and inspiring.  The storytelling was original and uplifting.

Truth be told, before getting married I didn’t understand the value of the wedding film.  And, not until I was in the industry for a few years did I really understand the need for a good wedding film or what made one different from another.  Now that I know better, I have a hard time understanding how two people could marry and NOT have a wedding film.

Here’s why…

When Andy and I married in 2004, we hired a videographer.  Being naïve to the importance of videography, this was a last minute service we added on.  What I didn’t know before that night that we married was that Andy’s 95-year-old 4’10” granny would stand up and give us the most beautiful impromptu toast about how we found ‘the rainbow connection’ in eachother.  It was the most beautiful thing I’ve ever heard in my life because Granny was one of the most beautiful ladies this world has ever been graced to have.  It meant so much because she and Andy shared the Muppets as an interest when Andy was a ‘small tike’ as she called him and the two of them had a very special bond.  Granny passed away a couple years ago.  I’m so glad we have this beautiful memory preserved on film.

I think we have some work to do.  Many of us in the industry understand the importance of the wedding film.  But, some of us aren’t there yet.  If you fall in the latter category, I want to ask a favor of you.  Spend a little time this week visiting a few of your local (or not-so-local) wedding videographers’ websites.  Learn a little bit more about their craft and their artwork.  Educate yourself on what a wedding film adds to the wedding experience.  It’s important for us as an industry to elevate this segment of the wedding industry in order for the engaged couple to value it also.  It starts from within.

I’m so very inspired by you Poshettes!  Thank you for such the special opportunity to collaborate with you.

The culture of language in any business is fascinating.  It’s also fun.  It creates camaraderie.  It’s our own special language.

We also have this in the wedding industry: BEO, STD, DOC, F&B, FIL, MIL, MOH, BM… and those are just a few of the acronyms!  I’ve made the mistake of emailing clients to ask about their STDs.  It usually elicits giggles.  But, it probably causes them sit there for a few minutes, “What the hell is she asking me?”

The problem with the industry language we speak is that it can confuse the client.  We produce weddings 24/7.  These terms are commonplace for us and we often forget that not everyone speaks this language.  For a bride and/or groom, who has most likely never been married before, our terminology can be confusing.  And, worse than that, it can be exclusionary.  Without out knowing it, you may be distancing yourself from your client.

Soooo… wedding pros… keep in mind… this is all new to your clients!  Make sure to get back to basics when explaining how weddings run.  They’ve hired you to guide and educate them along the way.

1. The client is overwhelmed with so many options and will fail to make a decision. This concept is explained in the book The Paradox of Choice.  Author Barry Schwartz explains that if there are too many choices, a buyer will become indecisive, tune out of all the choices and move on without buying anything.
2. The client is confused.  If you are explaining every little detail about your processes (the consult, ordering, contracting, production) you may be confusing your client before they are ready to decide if they want to meet with you.  You definitely want to educate your client on what to expect.  But, in our desire to educate, we sometimes are explaining steps that the client is not prepared for.  You want the client to meet with you before you explain all of the magic behind how you do things.
3. The client ignores all the information.  If there are pages and pages of text on your website or marketing material, the client will ignore this.  (If you are lucky, they will contact you still.)  Consider your favorite magazine ads.  They are the simple ones full of imagery with little text explaining the product.  Keep this in mind with your website.  If you do explain your process or services, keep it simple, easy to ready, and concise.  There is fine balance between educating potential clients in order to weed out those that aren’t a fit.  But make sure you aren’t weeding out the GOOD potential clients either.

Here are my 5 tips for keeping marketing material simple:

1. Choose your BEST work only. Don’t feature everything you’ve done.  Only choose the best.  It’s better to choose 5 amazing images than 40 average images.
2. Use bullets and lists when explaining services.  Often people are skimming sites for quick information.  Make it easy for people to get the high level overview of your services.
3. Keep a little mystery.  In our tendency to over-explain, we remove the magic from what we do.
4. Focus on the art process.  I see too many service descriptions that are entirely technical.  There is no romance in it.  If you want to woo your potential client, focus on the process of your artwork.  Explain what makes your services or product different.  How do you create?
5. Encourage a conversation.  The purpose of your website is to get people wanting to learn more and to talk with you about your work.  Give them enough information for them to feel compelled to meet you.

Want to test drive your website?  Ask a few people OUTSIDE of the wedding industry to give it a spin.

ME: So, tell me… what are the services you offer?

WEDDING PLANNER: I have 3 packages.  The first one is my day-of package (which is really a month-of) and it gives the bride 10 hours of this, 5 hours of this, they get access to that, and I am there from the beginning to finish.

ME: How does this give the customer value?

WEDDING PLANNER: Well, they are getting 40 hours of this and that.

The big question that I want you to sit on: HOW DO YOU GIVE VALUE?

When I was in the world of accounting and worked for one of those big firms, there was a big to-do in the industry about selling “Value-Added Services” and “Exceeding Expectations”.  (This company had some pretty strong core philosophies.  See how well I remember after 14 years!)  I think about this a lot in terms of our business and our industry. 

HOW DO YOU ADD VALUE TO YOUR CLIENT’S LIFE?
HOW DO YOU ADD VALUE TO THE CLIENT EXPERIENCE?

At the end of the day, we all sell the same things: pretty weddings, organized weddings, fun weddings, beautiful weddings.  You get the idea.  But what is it about YOUR business that gives that person a valuable experience?  How do you make the client’s life better?  How do you improve their wedding experience?  How do you enrich their lives?

Now… next time you are in a consult… don’t talk in “technicalities”.  It’s a little boring to hear about the nuts and bolts of a package.  Tell the client how you will improve their lives, how you will add value to their experience.

Over these two weeks we are going to be covering Client Management for Wedding Pros. We are going to break this down into a 5 part series. TODAY, we are going to set some boundaries and manage client expectations!

You call the shots

When I talk to a wedding pro who is overwhelmed with a gazillion projects it might be natural to start talking about what systems and project management tools they have in place. But, let’s start from the beginning: ARE YOU MANAGING YOUR CLIENT or ARE THEY MANAGING YOU?

We have to play good defense in addition to offense. What are you doing to set boundaries? How are you managing your client’s expectations?

Last week, we discussed the power of saying no. Have you clearly defined where your job ends and your life begins? If your client doesn’t have an understanding of this, then you haven’t set any boundaries for them. If you don’t manage their expectations in the beginning then you are creating more chaos in the long run.

10 signs that you don’t have business boundaries

1 – You answer phonecalls past 6pm every day not only during “busy times”.

2 – You answer emails on Sunday every week. (You also answer them on vacation.)

3 – You drop everything to address a non-urgent issue for a client.

4 – You schedule appointments around your client’s schedule, not yours.

5 – You rarely say no and when you do you apologize for it.

6 – You often find yourself doing jobs/tasks for which you were not hired to do.

7 – You have not defined “no email”, “no phonecalls”, “no social media” times in your schedule. (In other words, you haven’t specified time for “no interruptions”.)

8 – You have very little personal time and free time.

9 – You don’t have time to work ON your business because you are always working IN your business.

10 – Your client is managing your projects – not you.

Your client is managing your projects – not you.  Fix this.

This last item is the most important one. If your client is managing your time, your project(s), then you are not. You are at the mercy of their demands. This will make it impossible to have control of your work. Being strong, confident, and in-charge doesn’t have to have a negative connotation. You will be better respected by your clients and your peers.

Lyndsay, owner of It’s a Date Design, had a great question yesterday: “How do you follow up the “no” and make it into a positive experience?  I have asserted my “no” saying more regularly this year – to projects, to overextending myself, to people and, dare I say it, to clients who I feel are not a good match and/or will most likely end up making me feel bad about myself and what I do. But what happens though when the recipient of the “no” reacts badly to your “no” and makes you second guess yourself and your resolution? Any tips for sticking to your “no” guns?”

3 WAYS to make a “NO” less negative:

1 – Service the client in other ways

Because many of us our pleasers and we got into the business of weddings to fulfill other people wishes, dreams, desires, it is a challenge to say no and feel good about it.  I try to continue servicing the client for a very short while after the “no”.  For example, if we are simply a bad match in the client + vendor relationship, I will make recommendations of other designers that are a better match:

“I don’t think I’m going to be able to achieve what it is that you’re looking for and I want to make sure you get what you want.  This is your wedding and you should have a professional who can fulfill your needs.  I’d like to recommend the following 3 designers.  They are experts in XYZ.”

You are an expert in your field.  Help make the situation right for your client.

2 – Offer an option that works better in your favor

Often, we are asked to do things for which we have not been hired to do.  I’m talking about giving services without receiving compensation.  I’m talking about the wedding planner that manages RSVPs, the invite designer that is asked to do an excessive number of revisions, the florist that is asked to do a last minute floral arrangement.  You can say “no” right off the bat, or manage your client’s expectations:

“I’m happy to do that for you!  I’ll send you a quote for those additional services.  I’ll give you a few options so that you can decide what is best for you.”

You are accommodating your client and giving them options.  You haven’t said yes and you haven’t said no.  But, you also haven’t rolled over and agreed to their presumptuous request.  They will make the decision if they want to go forward.  There is nothing mean or negative happening here.  You’re just being a strong business owner.

3 – Help them feel that they are better off

This happens all too often: someone we know wants a freebie or a deal.  This is usually a family member, a friend, or an industry colleague.  You have to determine how much you want to give away in a year.  I have very best friends that are like sisters that I have deeply discounted their invites as a wedding gift.  But, for the most part, I don’t do this.  I have a business to run and a living to make.  But, because everyone wants a “deal” from their “insider wedding connection”, I do offer a “friend discount”.  Sometimes it’s not much a discount, but just mentioning that they are getting a deal makes it seem better for them:

“You’re a really good friend of mine and I offer a 20% discount for friends.  Just keep that in mind.”

“Please know that the prices indicated are discounted already because of our close relationship.  Please do not let others know that I’ve given you an advantage.”

“I offer 30% to other industry colleagues.  Or, perhaps, we can discuss a trade opportunity.”

OR  – VERY frankly:

“I don’t offer discounts because it lessens the worth of my brand.  You are a good friend of mine, so let’s see what we can work out.”

This is a soft “no”.  You haven’t necessarily said “no” to your friend, family member, or colleague.  But, you have expressed that you are not free.  In the last scenario you are expressing that you do not discount – not even to friends – but that you are wanting to work something out.  You are going to help your friend find a way to be better off in the long run.

What do you think?  How do you turn “no” into a positive experience?

Fear of “NO” #1: Fear of not servicing the client

We are pleasers is in this industry.  For many of us, it’s the reason we are wedding planners, invite designers, photographers, and so on.  We want to take care of people’s needs.  (“I saw a need in the wedding industry for XYZ and I wanted to fulfill it.”)  Our businesses are often founded on this premise of fulfilling other people’s desires and dreams.  And, we often say “yes” to too many things.  We say “yes” to some RIDICULOUS things because we want to do a “good job”.  We want the gold star on our chart.

Fear of “NO” #2: Fear of being mean

We are nice people.  We want people to know that we are nice.  We don’t want anyone to think any less of us.  We want to be liked by everyone.  We are scare of “no” because if we use it we are not being nice.

Fear of “NO” #3: Fear of losing the sale

We are scared of losing sales and losing business by saying “no”.  If we do not say yes to everything and everyone we may just lose a sale.  And, everything is riding on that sale.  We are in a bad economy and we need every penny that comes through that door.  And, until then we are “yes” men and women.

HERE’s THE TRUTH…

We need to say “no”…

… to answering email at 11:30pm.  (We need to set boundaries for our business.)

… to doing things that are not our specialty.  (It’s best to communicate our specialty, our niche, or we risk being the “jack of all trades and the master of none.)

… when we are being asked to do RIDICULOUS thing for which we are not being paid.  (I’ve heard one too many stories of wedding planners volunteering to hand address and mail wedding invites “just because”.)

… to people who do not respect us as business owners.  (It’s just not worth it.)

… to doing things for free.  (You will be out of business soon.)

… to other wedding vendors who take advantage of our skills and want a “freebie”.  (You will end up being the wedding pro who gives away the farm to the industry.)

… to feeling like we need to be everywhere at all times.  (Burnout is real.)

What else?  What do you need to say no to?

Image: Creative Commons License

Ever work with a condescending client?  You know… the person that intends to micromanage every step of your performance?  It creates for a miserable working situation!  This week, we are having a series of posts, written by Dina Eisenberg, Founder of Positively Wed, an educational resource for wedding professionals.  This week she addresses the concerns of how to avoid working with difficult clients, and how to make the difficult relationships more peaceful.

My favorite professor in law school had a saying that’s true to this day, ‘People are like eggs. Some are fragile. Others are strong.  Some of them are cracked.  You have to take them as you find them.’

It’s absolutely true that each couple, each bride, will be different for you.  Some will be grateful for your help and appreciate all you do.  Others, not so much.  While the popular thinking is that the customer is always right.  I don’t agree with that.

I take the stance that everyone deserves to work with me as their wedding vendor coach, but no one is entitled to my help.  That means that when a client misbehaves, I have a right to:

• Set expectations about our working relationship
• Remind the bride or couple of the best ways to work with me
• Fire a client when the situation calls for it.

That’s a lot to take in, and even more to accomplish, especially if you’re worried about losing a client or unintentionally driving away potential clients.  So,  I created a series of posts to discuss what you can do to create an ideal working environment for your wedding business.

While most of my comments will reference wedding planning or corporate work, don’t be fooled.  These suggestions work well for any wedding business.

What did you expect?

Whatever we expect with confidence becomes our own self-fulfilling prophecy. ~ Brian Tracy

Here’s a fairly popular scenario I hear.   You- the wedding pro- planned the essential parts of your wedding business like the name, logo and what type of bride you’d serve.   Then you set out to get clients, any clients so long as they were getting married and picked you.   No shame in that.  Every new business owner feels that way.  [best Captain Kirk voice] I MUST GET CLIENTS!  Preferably paying ones.

So, the lions share of your effort went into attracting clients with little thought to who they really are-  inside.  Your phone rings, but you’re not always so thrilled with who you’re talking to.  Over time, you come to resent your brides, their annoying, intimidating ways, and frankly, your business for making you feel petty and unsure.   Designing and planning weddings just isn’t fun anymore thanks to your difficult clients.  So how do you take back your joy and make work fun again?  Set expectations.

Set Expectations

Doesn’t’ matter where you are in your business, brand new or veteran, real businesses have policies and rules.  You need some, even though you may think of wedding planning, or photographer or officiating or DJing as personal and not something to sully with legalese.

Feh!  Rules can be kind and thoughtful. In fact, I’d go so far as to say that it’s irresponsible not to have guidelines.  How could you expect someone to know how to act if she’s  never experienced working with a wedding professional before?

It’s really up to you to set the tone both with clients and, if needed, with other wedding professionals for what you expect from your working relationship.   You’ll save yourself untold aggravation and be rewarded with clients that really do value you when you set expectations.

Know What You Want

My dad used to say, ‘If you don’t stand for something, you’ll fall for everything.’, which seemed awful cryptic when I was thirteen. Now, as a business woman I understand it better.  Loosely translated in this context, it means create policies that work for you.

When I started out training corporate managers to be more comfortable with communication, I worked with a lot of non-profits.  I totally got their mission to do good and was sympathetic to their lack of  funding.  I tried to be as flexible as possible until one day when the HR manager innocently asked if I could accommodate  just two more participants.  Wanting to be helpful, I said yes.  Eight more folks showed up and totally blew the budget.

I actually lost money because of those additional folks. Lessons learned.  And, that was how my pro bono policy was born.  Each quarter, my company donated x number of hours or  y dollar amount, whichever came first, to non-profits that needed support.   Although I was nervous, sharing this policy had a positive effect.  I could help when I could without feeling guilty. And, when I finally said no, clients understood.

Want to reduce difficult clients?  Create some guidelines and policies. Be brave, here.  This is your business.  The one you care for and nurtured along.  Your  baby, your rules.  So, don’t try to be too accommodating.  Be realistic. Meet your own needs.  I know that sounds harsh, but it’s like they say on the plane- put on your own mask before helping others.   Having things your own way is the best perk of having your own business.

Ask yourself how you prefer to handle these types of issues then write it down:

• Payments- late, post-dated, non-payment, pre-payment, vendor payments, etc.   Definitely, a touchy subject, you want to have a set plan for how to handle money issues and time to practice saying it out loud.  Really.  You don’t want to stutter when you tell a bride that you won’t be able to continue services unless her final balance is paid.
• Deadlines- decide which deadlines are non-negotiable to you then share that with your couple.  Promote compassion by explaining what happens if the deadline is missed and how that can impact their wedding.
• Scope of Project- absolutely a must if you want to avoid ‘the creep’.  You know, the ‘one more little thing’  I once worked with a general contractor that required we talk over each change order on the job.  Smart guy because after the first two, the aggravation of scheduling a meeting and talking over the change prompted me to get with the program. What could you do to be open while still protecting your business against overreaching?

Of course, you’ll have your own ideas.  I’d love to hear what you come up with.  Please share your ideas about creating boundaries in the comments so everyone benefits.

About PositivelyWed.com-

Dina Eisenberg, Founder and former attorney & mediator, teaches wedding professionals like you to speak and act with grace, power and confidence so you can fall back in love with your wedding business!  Grab her free audio, Contracts That Work, at http://PositivelyWed.com

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?

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.