One time, I had a harrowing experience when I was working at Four Seasons. This experience 100% changed how I thought going forward.
It started out as any typical day, and then we got slammed. Unbeknownst to us, there was an event with Congress in town, and before we knew it, everyone was in our restaurant for the lunch service. The guests were hurried and more or less needed to get in and out.
We were quickly overwhelmed, and I WAS STRESSED. I knew we didn’t have enough servers to handle the influx, and the kitchen could only do so much to keep up. People were everywhere. I was only 21 at the time, too, and this felt like a big make-or-break moment for me.
Nearing panic, I decided to put on my thinking hat. I immediately thought about who I could call for backup. I knew the catering team wasn’t busy at the time, so I called them for extra hands. I called around to see if I could have someone on the host stand taking names and phone calls. I called to see if anyone could help with running out plates to give the servers some relief.
Before I knew it, we were all hands on deck, and we were actually…doing great. We were able to come together and provide top-level service for everyone involved, and I’m convinced to this day that the guests had no idea anything was amiss. A huge positive…because there’s nothing worse than paying top dollar for underwhelming service.
Do you know where else that same sentiment applies? YUP — the wedding industry. Let’s face it — weddings aren’t cheap. Couples who are paying top dollar are expecting to have top dollar service.
So what’s this got to do with bad reviews?
As you know, there has been a Wedding Boom (or a Wedding Renaissance as I like to call it) in 2021. We saw a lot of uncertainty in 2020, but weddings have come roaring back in 2021, and couples are already booking for 2022 and 2023.
This means that you need to be ready. We’ve already seen supply and demand issues when it comes to restaurants in 2021. We’re going to see supply and demand issues in our wedding industry too.
NOW is the time to make sure you’re prepared in your business. Do you have the extra hands that you need? Do you have the systems in place to handle your inquiries? Do you have automation and personalization of your services?
If you do, that’s great — you’re already ahead of the game. If you don’t, your business can take a hard hit. If you’re not able to handle the influx of couples wanting to get married, then you’re going to start dropping the ball in different areas of your business.
Maybe you forget to answer inquiries.
Or by the time you do, it’s too late, and they’ve moved on.
Maybe you find out that you don’t have enough hands to help set up an event.
Maybe you overlook a significant detail that affects the entire wedding day.
All the while, you’re so busy that you’re just trying to keep your head above water.
THIS, my industry friends, is when the bad reviews start rolling in.
This is when clients get fed up and maybe even fire you for dropping the ball.
But it doesn’t have to be this way. Just like that day in the Four Seasons, you need to have methods for dealing with a large influx of engaged couples (i.e., the Wedding Renaissance). You just need to have the right systems in place.
If you’re like Zohe, I have no idea what these systems mean or what I need to have in place… then I’m here to help. Let’s hop on a complimentary 45-minute Breakthrough Call this week, and we’ll dive into your business and get it set up for success.