Question: How do I manage my client response emails when I have multiple team members? “Hi Stephanie and the BMB team, Just a query about personalising emails. We’re a tiny outfit and we share the response on customer service emails.  A lot of our customer service responses are sent out by Jugee my right hand lady and Customer Service “Team”!

When our wedding professional friend (we’ll call him David) shared his internet horror story, my jaw dropped. Five years ago, David was a well-known, successful videographer specializing in weddings.  One of his brides called him to complain after her video was delivered; the video was late, footage was missing and she wanted a refund. Because the video was high-quality and

Jeff just celebrated a milestone birthday.  I’ll give you a hint about which one it was with this photo… No, that’s not a pretty girl.  It’s Jeff in full 80’s rockstar attire!  Jeff’s sister was kind enough (ha!) to enlarge this image and turn it into a giant birthday boy sign.     I’m not sharing this to embarrass Jeff

By Heidi Thompson Anyone who has worked as a server or bartender for any period of time knows how much sales psychology goes into the job. I’m still impressed at how much I learned about sales by waiting tables. Here are a few of the best lessons I learned. 1. Work smart, not hard. When you’re making $2.65 per hour,

I walk into a room crowded with other reluctant potential jurors reporting for jury duty.  All the seats are taken, so I huddle in the corner with six other women. No one knows what we’re supposed to do.  There is no one in charge and no one is working here for us to ask. I feel uncertain, even a little

I hate thinking about what might go wrong during or after the wedding.  I want to imagine every single one of our brides and grooms as overwhelmingly happy and completely satisfied. But what do you do if that doesn’t work out? The groom emailed to add the ceremony performance onto his reception entertainment.  In my response, I explained that the

It’s my goal to learn something new to use in our wedding business whenever I go somewhere new. Geeky, I know, but as my step-son would say, “That’s how I roll.” Attending the 50th birthday/promotion celebration for one of Jeff’s childhood friends was no exception. As a totally unrelated side note, we both learned something important about showing up on

Dealing with an upset customer is crucial in today’s online driven world. One bad review has the potential of turning off a lot of potential brides. However turning an unhappy customer into a happy one can be a bit trickier than just resolving the situation. In her article Jessica Stillman recommends that you take some time to calm down before

Customer service is an ongoing part of marketing. Whether you are on the client or service side of the process it is important to follow some basic rules to enable the situation to get resolved. I’m guessing that you have dealt with at least one bride who has come to you with a problem. A wedding is super important to

When it comes to customer service small businesses have a huge advantage over large companies and conglomerates due to their ability to interact directly with their clients. For instance: Jolie O’Dell spoke with Marsha Collier who talked about a restaurant where a customer texted in complaining about his fries being cold. In minutes the restaurant was able to bring him