In November 2018 Mike was invited to speak at Wedding Circle in Athens, a two-day meeting of people who make weddings happen. The subject: keeping couples happy when they are getting married far from home.
Here is the short version, translated and trimmed for the page.
A talk by Mike Vekris
Client satisfaction for international weddings
Wedding Circle · Athens, November 2018
01 · Definition
What is client satisfaction?
How well what you offer meets, or beats, what your clients expected. And a way to measure it.
Wedding Circle · Athens 2018
02 · Why it matters
Why it matters
Because it shapes
Your reputation
Referrals
Reviews
Future sales
Wedding Circle · Athens 2018
03 · Respect it
Today, bad service gets punished.
In public, and fast.
Wedding Circle · Athens 2018
04 · Abroad
Why it matters even more abroad
The distance makes couples anxious.
They worry about the culture gap.
Back home, everything runs on reviews.
Greece’s reputation for customer service isn’t great everywhere.
Wedding Circle · Athens 2018
“One happy client brings you ten more. One unhappy client sends a hundred away.”
From the talk
05 · The couple
The couple from abroad
Expects consistency, transparency and honesty.
Has a soft spot for Greece.
Cares about a company’s public image.
Grew up with reviews.
Isn’t shy about complaining.
Sometimes says thank you, sometimes doesn’t.
Wedding Circle · Athens 2018
A real post from a bride in an online wedding group, shown in the talk: “Is anyone else having difficulty with vendors not responding to emails, or is it just me?” The first reply: “Nope, they’re a pain.” Point made.
06 · How
How we keep them happy
We are consistent. In everything.
We show real interest. Honest, unforced.
We take their vision seriously.
We listen to suggest, not to sell.
We know how to say sorry if something goes wrong.
We give more than the product.
Wedding Circle · Athens 2018
“Charge it up, dance it off!”
Giving more than the product: a charging station for the guests’ phones. A small thing nobody asks for, and a reason to remember you.
Before, during and after
The whole journey.
Before the wedding
We advise, wherever and however we can.
We reassure, even before they book.
We respect their vision and their requests.
We show we know their culture.
We communicate professionally, fast and to the point.
We promise an experience, not a service.
We do one last recap before the day.
On the day
We deliver what we promised. Maybe a little more.
We are there: focused and organised.
We are proactive: we act before we need to.
We work with the rest of the team.
We help them relax. We make them feel safe.
We see things through their eyes.
We show we are in control.
After the wedding
We show they still matter after the final payment.
We ask for comments, opinions, complaints.
We thank them, on behalf of the whole team.
We send wishes on their anniversaries, for up to three years.
We reward them.
“Customers love certainty. Make sure you give it to them.”
Amit Kalantri
07 · Benefits
What happy couples give back
We enjoy the work, and the wedding, more.
They don’t interfere with our work (in the bad way).
They trust our judgement.
The final payment arrives without a chase.
Glowing reviews and testimonials.
They’re happy to recommend us.
The next couple is easier to convince.
Wedding Circle · Athens 2018
08 · 101
The customer isn’t always right.
But they always deserve the chance to be.
Wedding Circle · Athens 2018
09 · Tips
Tips for happier couples
Pay attention to detail. Every kind.
Invest in your image.
Keep improving your communication and your languages.
Learn about other cultures.
A kind gesture after, or at, the payment.
Make sure the whole team is on the same page.
Wedding Circle · Athens 2018
Measuring it
How do you know?
Net Promoter Score“How likely are you to recommend us?”Measures intention
Customer Effort Score“How easy was it to work with us?”Measures our effort, as they saw it
Customer Satisfaction“How would you rate…?”Measures how satisfied they are
