Don't Nickel-and-Dime Refunds

Don't Nickel-and-Dime Refunds

Most wedding businesses, at some point, will be faced with owing a refund to a client.  Maybe the client asked for (or demanded!) the refund; maybe the business owner feels that issuing a refund is the right thing to do.  Either way, how you handle the refund is very important in mitigating the damage of what invariably began as disappointment on the part of the client.

I have worked with some business owners who really nickel-and-dime their client refunds.  Literally, with calculator in hand, they determine the exact difference between what a client paid and what he or she received.  “Let’s see…the roses, at X amount per stem, were slightly wilted in two centerpieces, totalling 26 roses…”  Or, “The band was 14 minutes late in getting set up.  The total paid was X, divided by 240 minutes at the reception, for a grand total of Y per minute, times 14 minutes…”

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How to Respond to a Negative Review

How to Respond to a Negative Review

Most businesses will face a negative online review at some point.  (If you haven’t had one yet, consider yourself lucky — and enjoy it while it lasts.  The potential for a poor review increases exponentially with your workload and your number of years in business.)  And while a bad review is enough to sour a wedding business owner on the existence of review sites at all, it’s important to remember that you take the good with the bad.

That being said, most sites — WeddingWire, Yelp, etc. — give business owners the opportunity to respond to a negative review.  How you choose to respond will deeply affect other prospective clients’ impression of you, and can tremendously mitigate — or aggravate — the damage.

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