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Controlling the customer process

Hi everyone,

I have a question that I have been struggling with for a while and thought I'd reach out to the Bridal Tweet community.

I own a small invitation business, I am a home-based company and offer a free initial consultation for potentials. A good majority of the consultations turn into clients. The service agreement that they sign states that they can have unlimited telephone/email communication. However, lately I have had a few clients requesting second and third consultations in person to go over more colour choices or paper options (items that I make sure we decide upon in the first consultation).

I know that creating invitations can be overwhelming for some clients and don't want to make them feel that I am pushing them aside. But I am finding it a bit daunting to keep meeting up with them. Is there a way that I can encourage them to discuss with me over the telephone or email instead of meeting up in person without seeming insensitive?

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Permalink Reply by Dina Eisenberg on April 12, 2011 at 12:06pm

Great question! Yes, there is a way to be both responsive AND protective of your time.

You need to add a) additional consultation clause in your contract and b) change order agreement to your contracting process.

What do I mean? Well, when I redid our attic into a master bedroom suite I loved my contractor. Unusual to say, I know. I trusted his opinion so I'd want to ask him about adding a whole house fan or integrating the dresssers into the eaves. He was patient until one day he said he wanted to start a new policy- the change order process.

Anytime I wanted to discuss something that we'd already covered, he'd be happy to make time if I filled out a request, scheduled time and met with him. Did it once and never again. I got the message: are you paying me to work or to talk.

I recommend that when you have the conversation where you walk through your contract (you are doing that right?) you pause and explain what unlimited telephone/email means, when it's appropriate to have a second consultation and what the cost will be for a consultation that's desired but not within your offerings

It may feel rough at first but you'll save yourself a ton of aggravation by having a process and being clear about it. You'll want to master that mindmeld conversation where you and the bride are exactly on the same page. After all, it's your wedding business, your rules!