{"id":276563,"date":"2021-03-26T02:39:56","date_gmt":"2021-03-25T15:39:56","guid":{"rendered":"https:\/\/content.easyweddings.com\/au\/pro-education\/amazing-customer-service-wedding-business-tips\/"},"modified":"2021-03-26T02:39:56","modified_gmt":"2021-03-25T15:39:56","slug":"amazing-customer-service-wedding-business-tips","status":"publish","type":"au-pro-education","link":"https:\/\/www.easyweddings.com.au\/pro-education\/amazing-customer-service-wedding-business-tips\/","title":{"rendered":"4 Magic Steps From Good to Amazing Customer Service"},"content":{"rendered":"<p><span style=\"font-weight: 400\">What\u2019s amazing customer service? It\u2019s speedy, personalised, customer-focused, and always positive. Why does wedding business customer service matter? It\u2019s the secret to growing your business. Here\u2019s what you need to know.<\/span><\/p>\n<h2>Step No. 1: Reply before your competitors get the chance<\/h2>\n<p><img decoding=\"async\" class=\"size-medium wp-image-9423 aligncenter\" src=\"https:\/\/assets.easyweddings.com\/files\/2022\/02\/23195417\/Average-response-time-of-a-wedding-supplier-to-enquiries.png\" alt=\"\" width=\"900\" height=\"463\" title=\"\"><\/p>\n<p><span style=\"font-weight: 400\">Following our annual survey of 500+ wedding businesses and 4,000+ couples with weddings in 2020-2022, we reported the above supplier response times. Remarkably, almost exactly half of wedding suppliers industry-wide respond to initial enquiries with the first hour. That\u2019s a phenomenal response rate, and it means your competition is fierce. He who puts his hat in the ring first usually takes the cake.<\/span><\/p>\n<p><span style=\"font-weight: 400\">After 21+ years working with wedding businesses and collecting information from various research studies (including Harvard Business Review), here\u2019s what we know to be true about amazing customer service:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">50% of couples will book the first supplier that gets back to them<\/span><\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">FIVE minutes is the ideal timeframe to respond to a lead<\/span><\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">Calling within FIVE minutes is 21x more effective than calling after 30 minutes<\/span><\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">Suppliers who reply within an hour are SEVEN times more likely to book a client than those who respond within two hours<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400\">To get ahead of your competition and win the gig, the best thing you can do is reply within five minutes or less.<\/span><\/p>\n<p><span style=\"font-weight: 400\">For more wedding business customer service tips, download our annual industry report.<\/span><\/p>\n<p><span style=\"font-weight: 400\"><a class=\"btn btn-primary mt-1 mb-1\"  href=\"https:\/\/www.easyweddings.com.au\/business\/australian-wedding-industry-reports\/?utm_source=pro-ed&#038;utm_campaign=report-download&#038;utm_medium=article\" target=\"_blank\" rel=\"noopener\"><span>Get the report<\/span><\/a><\/span><\/p>\n<h2>Step No. 2: Go the extra mile to make customers feel good<\/h2>\n<p><img decoding=\"async\" class=\"size-medium wp-image-9421 aligncenter\" src=\"https:\/\/assets.easyweddings.com\/files\/2022\/02\/23195423\/Steve-McLeod-Wedding-Business-Customer-Service-Tip.png\" alt=\"\" width=\"900\" height=\"900\" title=\"\"><\/p>\n<p><span style=\"font-weight: 400\">In mid-2020, the Easy Weddings business coach, Steve McLeod, sat down with our CEO Matt Butterworth for a webinar. He emphasised the importance of going the extra mile to make customers feel good.<\/span><\/p>\n<p><span style=\"font-weight: 400\">Steve suggests working simple, thoughtful touchpoints into your client experience. Things like sending a bottle of champagne or a handwritten note goes a long way toward making a client feel like they\u2019re not just another customer, but rather, a valued relationship. Ultimately, he says, \u201cThink about how you can create your optimum experience.\u201d\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400\">What can you do to make your customer service experience feel more personal?\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400\"><a class=\"btn btn-primary mt-1 mb-1\" href=\"https:\/\/event.webinarjam.com\/replay\/14\/lxxwpi0uyczcm69\" target=\"_blank\" rel=\"noopener nofollow\"><span>Replay the business coach webinar<\/span><\/a><\/span><\/p>\n<h2>Step No. 3: Obsess over customer feedback<\/h2>\n<p><img decoding=\"async\" class=\"size-medium wp-image-9420 aligncenter\" src=\"https:\/\/assets.easyweddings.com\/files\/2022\/02\/23195429\/5-Star-Customer-Service-Review.png\" alt=\"\" width=\"900\" height=\"900\" title=\"\"><\/p>\n<p><span style=\"font-weight: 400\">The good, the bad, and the mediocre. No matter what the feedback you\u2019re getting, listening to your customers \u2014 really listening \u2014 is the key to taking your customer service approach from good to amazing.<\/span><\/p>\n<p><span style=\"font-weight: 400\">Don\u2019t have any feedback? Get it. Information is power in all aspects of your business, and you can\u2019t address negative feedback or continue on the positive track without knowing what your clients really think about your services.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400\">We always encourage you to get online reviews via your Easy Weddings storefront, and to reply to those reviews. The average review score for our suppliers is 4.89\/5.<\/span><\/p>\n<p><span style=\"font-weight: 400\">It\u2019s equally important to follow up with your customers on a personal level after their wedding and gauge their happiness factor. A lot of medium and larger businesses rely on tools like Survey Monkey for customer feedback. If you\u2019re looking for a free tool, Google Forms are really easy to use and you can customise the questions to suit your individual clients.<\/span><\/p>\n<p><span style=\"font-weight: 400\"><a class=\"btn btn-primary mt-1 mb-1\" href=\"https:\/\/www.easyweddings.com.au\/business\/?utm_source=pro-ed&#038;utm_campaign=business-advertising&#038;utm_medium=article\" target=\"_blank\" rel=\"noopener\"><span>Join the biggest wedding biz review network<\/span><\/a><\/span><\/p>\n<h2>Step No. 4: Practice authentic brand positivity<\/h2>\n<p><img decoding=\"async\" class=\"size-medium wp-image-9419 aligncenter\" src=\"https:\/\/assets.easyweddings.com\/files\/2022\/02\/23195435\/Customer-Service-is-your-brand.png\" alt=\"\" width=\"900\" height=\"900\" title=\"\"><\/p>\n<p><span style=\"font-weight: 400\">Amazing customer service isn\u2019t just reflected in the one-on-one conversations you have with your clients. It\u2019s also replicated across your brand. A great way to show potential customers what you\u2019re all about, and why they should pick you over your competitors, is to embrace brand positivity and think about how customers might see your brand as part of your customer service.<\/span><\/p>\n<p><span style=\"font-weight: 400\">Your competitors might have the exact same offering and pricing as you, but they can\u2019t take your brand \u2014 that\u2019s what makes your business unique. Sergio Brodsky, Brand and Strategy Expert of SURGE and co-founder of Australia\u2019s first TikTok agency for business, says, \u201cWould you rather do business with someone that makes you angry, or with someone that makes you happy? With that in mind comes the idea of competitive positivity.\u201d\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400\">As Sergio says, brand experience is most felt through your staff. Your brand champions are those who have a full understanding of the brand and an emotional commitment to it. These are the people who are going to give the best possible customer service experience to your clients.<\/span><\/p>\n<p><span style=\"font-weight: 400\"><a class=\"btn btn-primary mt-1 mb-1\" href=\"https:\/\/www.facebook.com\/WeddingSupplierNetwork\/videos\/2694673737465233\/?extid=y5yl4CiZDKLnWeHB\" target=\"_blank\" rel=\"noopener nofollow\"><span>Replay the brand positivity webinar<\/span><\/a><\/span><\/p>\n<h2><b>Why bother? Amazing customer service comes back in the form of referrals<\/b><\/h2>\n<p><span style=\"font-weight: 400\">When we interviewed Patrick Lee, co-founder of Rotten Tomatoes, he stressed the importance of reviews, case studies, and referrals. Essentially, by giving your customers the best possible customer service experience, you can actually grow your business. As he says, good referrals all come down to the experience you provide your clients.<\/span><\/p>\n<p><span style=\"font-weight: 400\">By doing the best job you can do, you\u2019re providing an amazing customer service experience that no one else can offer. Not only does that build your brand\u2019s value and reputation, but it also strengthens the trust you have with your clients. <\/span><\/p>\n<p><span style=\"font-weight: 400\">And we all know that trust is everything on a couple\u2019s wedding day \u2014 they need to know that they can rely on you to be all the places they can\u2019t be, problem-solving and delivering a seamless experience for them and their guests.<\/span><\/p>\n<p><span style=\"font-weight: 400\"><a class=\"btn btn-primary mt-1 mb-1\" href=\"https:\/\/event.webinarjam.com\/go\/replay\/11\/3vvw8h3i4fvf5\" target=\"_blank\" rel=\"noopener nofollow\"><span>Replay the Rotten Tomatoes webinar<\/span><\/a><\/span><\/p>\n<hr \/>\n<h2><span style=\"font-weight: 400\">For more amazing customer service tips for wedding businesses, speak with our Business Advisors today!<\/span><\/h2>\n<p><span style=\"font-weight: 400\"><a class=\"btn btn-primary mt-1 mb-1\" href=\"https:\/\/www.easyweddings.com.au\/business\/?utm_source=pro-ed&#038;utm_campaign=business-advertising&#038;utm_medium=article\" target=\"_blank\" rel=\"noopener\"><span>Get more business tips<\/span><\/a><\/span><\/p>\n\n","protected":false},"author":1,"featured_media":270863,"template":"","au_pro_edu_tags":[],"acf":[],"_links":{"self":[{"href":"https:\/\/www.easyweddings.com.au\/wp-json\/wp\/v2\/au-pro-education\/276563"}],"collection":[{"href":"https:\/\/www.easyweddings.com.au\/wp-json\/wp\/v2\/au-pro-education"}],"about":[{"href":"https:\/\/www.easyweddings.com.au\/wp-json\/wp\/v2\/types\/au-pro-education"}],"author":[{"embeddable":true,"href":"https:\/\/www.easyweddings.com.au\/wp-json\/wp\/v2\/users\/1"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.easyweddings.com.au\/wp-json\/wp\/v2\/media\/270863"}],"wp:attachment":[{"href":"https:\/\/www.easyweddings.com.au\/wp-json\/wp\/v2\/media?parent=276563"}],"wp:term":[{"taxonomy":"au_pro_edu_tags","embeddable":true,"href":"https:\/\/www.easyweddings.com.au\/wp-json\/wp\/v2\/au_pro_edu_tags?post=276563"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}