Okay, so you got a bad review for your wedding planning business—don't panic!
As a wedding planner, you go above and beyond for your client. However, even the best can have a bad day. It is never nice to hear that your client is unhappy or unsatisfied, but don’t let a bad review get you down.
Instead, keep an open mind: use this as an opportunity to learn and improve as a wedding planner. Learn how a negative client review can actually be beneficial for your wedding planning business long-term.
This article covers:
- Why client reviews are essential for wedding planners
- Why bad reviews are not the end of the world for your wedding business!
- A plan of action for dealing with negative feedback from your couples.
Why is client feedback important for your wedding business?
The strongest form of marketing is the positive experiences of your previous clients. Prospective clients feel reassured by the recommendations of other couples who have been in the same position. You can use positive client reviews as social proof on your website, across your social platforms and in other marketing content. Likewise, negative reviews are equally valuable to your business. Constructive criticism is a lesson in how to improve your services for next time and continually improve as a wedding planner.
How to respond to negative feedback as a wedding planner
Be calm and rational
It is normal to feel stressed after reading a bad review. Naturally, your emotions will run high but the last thing you want to do is fight fire with fire. Instead, yourself some time to process the situation and don't react to the review until you feel calm and collected. Remember: this is not the end of the world.
Reach out to the client directly
The best way to settle the conflict is to reach out to the client directly. It allows you to explain your side in case of misunderstanding and reconcile your differences. Start by sending an email and offering to discuss further. If both of you are comfortable doing so, invite them to a phone call or, if feasible, a face-to-face meeting. In your initial outreach, remain calm and professional. You do not want to appear confrontational, simply keen to improve. Be sure to give your client time to share their opinion and be open to listening and accepting their point of view.
Reference your contract
It can be frustrating when a review references "problems" that were already addressed in your initial consultations or written into your contract. If this is the case, explain to your client that you were simply acting in ac accordance with the contract that you both signed and if they had a problem with this agreement you'd have preferred to have resolved it at the time. Your contract can protect you from claims that could damage your reputation—just one more reason to always have a contract when taking on a project!
Learn to apologise
Apologise—even if it is not your mistake. As a wedding pro, you should hold yourself in high regard. Remaining composed in the face of negative feedback and showing a willingness to resolve the situation speaks volumes to your character and will bolster your reputation as a good, reliable wedding professional. When apologising, you should also try to answer all the points raised in the customer feedback. A story comes with two sides—theirs and yours. Feel confident in sharing your version of events in order to paint a complete picture of the situation.
Ask a trusted peer to review your response
Responding to negative feedback as a wedding pro is not easy, so it is wise to enlist the help of others. Ask a fellow professional or trusted companion to check the tone of your message. You want to ensure it is polite, professional and aligned with your brand. Writing a reply to negative customer feedback can take an emotional and mental toll, the support of a friend should help to put your mind at ease.
