***Disclaimer: this post has nothing to do with my recent Twitter update regarding publishing related to advertising.***
There’s a small spot between a rock and hard place I’ve recently found myself between and I’d like for you to weigh in on it. I’ve added a lot of real event features recently to the website of Occasions Magazine and while I love them, they’ve been coming with some baggage. When a real event is submitted to me, I email the host/hostess an interview form where they answer my questions on decor, most memorable moment, unique touches, etc. Recently, I’ve had a handful of brides specifically request that certain vendors NOT be credited for their work in the feature because they were unhappy with the service they received. I’ve not yet followed through with their request because let’s face it, I don’t love to be told what to do (and, I list what is given to me legitimately, not what I choose to include and not), BUT I wonder is there some merit to giving credit where credit is due or perhaps not, if the job wasn’t done right?
Maybe, in the new world of “real event feature” publishing event vendors should consider that their work and reputation has a much longer life than they think. It’s not just about the future referral anymore, but whether or not your business receives the PR it needs. If you have an unhappy customer, or even perhaps fellow event vendor, not solving the problem or correcting the mistake (sometimes with even a sincere apology) may leave you…. out. Literally.
Here’s another one for you. I have amazing relationships with many of the vendors published. When the bride (or mother or whomever) asks for credit to be left out…. DO I TELL THE VENDOR???
Hmmmm? I’m stumped. What do you think?
allysonconklinpr
I’d be very careful with this one because there is always two sides to a story. To say that we have never had complaints would not be true (although I can still count them using only my two hands). I don’t do a lot of the events anymore, so when I get a complaint I have to get both sides of the story and from that figure out what happened. Classic he said, she said story. Very difficult position to be in. My first inclination is to side with the client. Sad, but true. My reaction (or action) to the client complaint is dependent upon the severity of the complaint. Whatever the complaint, I ALWAYS want to know about it no matter how trivial. We also use feedback forms that are given to the client after the event. These are very helpful and insightful.
Regarding your dilemma, I wouldn’t refuse to advertise until the advertiser receives a set number of complaints from your brides. If you receive say more than 5 complaints about them, I would dump them. Setting a standard might be the best way to handle this. This is how I evaluate our employees. The ones that are good are getting tips and no complaints.
Finally, we have a standing policy of “100% satisfied with our service or no charge.” I have only had to use it once in over 10 years of service.
Regarding your question on whether or not to tell the vendor, if it were me I would want to know, however embarrassing that might be at first. Then I could evaluate how I let the problem arise and what might be done to turn a dissatisfied client into a satisfied one, if at all possible after the fact.
As a business owner that prides myself on customer service. I would want to be told (privately) if I had a negative comment. At that point, I can look at the situation to determine, if indeed I could have done things better!