{"id":163023,"date":"2024-01-02T13:06:35","date_gmt":"2024-01-02T18:06:35","guid":{"rendered":"https:\/\/www.eventsource.ca\/blog\/?p=163023"},"modified":"2024-01-02T15:46:16","modified_gmt":"2024-01-02T20:46:16","slug":"dealing-with-ghosting-a-helpful-guide-for-wedding-vendors","status":"publish","type":"post","link":"https:\/\/www.eventsource.ca\/blog\/dealing-with-ghosting-a-helpful-guide-for-wedding-vendors","title":{"rendered":"Dealing with Ghosting – A Helpful Guide for Wedding Vendors"},"content":{"rendered":"

So you receive a lead, respond quickly, provide the couple with all the information requested, and then never hear back. You follow up a few times to no avail.\u00a0<\/span><\/p>\n

Or maybe you\u2019ve even had some back and forth, everything appears to be going well and you think the Client is ready to sign on the dotted line but then \u2026 poof.\u00a0<\/span><\/p>\n

You\u2019ve been ghosted – how frustrating!<\/span><\/p>\n

Understanding the Reasons:<\/b><\/h3>\n

Before diving into how to handle client ghosting, it\u2019s important to identify the possible reasons.\u00a0<\/span><\/p>\n

You’ve inadvertently given the wrong first impression:<\/strong><\/p>\n

The first thing you need to do is make sure your initial message stands out. Many vendors think they’re doing themselves a favour by setting up an automatic reply along the lines of \u201cHey, we received your message. We\u2019re really busy but we\u2019ll reply as soon as we can!\u201d.\u00a0\u00a0<\/span><\/p>\n

We get it, it probably feels overwhelming to respond individually to each and every lead right away and a generic response may be better than a slow response, but a too-generic auto-reply can suggest to a couple that their wedding isn’t as important to you as they would probably like – especially if it’s not soon followed up with an actual<\/em> response.\u00a0<\/span><\/p>\n

In order to create the right first impression, you<\/span> need <\/span><\/i>to personalize that initial response in order to start creating trust and building rapport (key ingredients to closing your lead).\u00a0<\/span><\/p>\n

Don\u2019t worry, this doesn\u2019t mean that you need to start each email from scratch – in fact, we\u2019ve put together a template response below that you can make your own that will help you elevate your initial response and help you close more leads!<\/span><\/p>\n

\"dealing<\/a><\/div>\n

They\u2019re in a \u201cBuy Later\u201d mindset:<\/strong><\/p>\n

This is the more likely culprit. In general, there are two types of potential clients: those who are ready to Buy Now<\/em> and those who are just researching and are looking to Buy Later<\/em>.<\/span><\/p>\n

While we\u2019d love for couples to all be Buy Now<\/em>, the reality is that the vast majority of leads you receive will fall into the latter camp. This reality simply comes with the territory of wedding planning since the planning occurs so far in advance relative to the event itself.\u00a0<\/span><\/p>\n

So, if you want to successfully close these leads, you <\/span>need<\/span><\/i> to tailor your approach with this in mind (including not taking it personally if you don\u2019t hear back right away!). This means following up more than you probably think (more info on this below).<\/span><\/p>\n

Stick to one or two Communication Channels, tops:<\/b><\/h3>\n

One way to minimize the chances of ghosting is to establish a clear communication channel from the onset and assume that the method by which you were contacted is the preferred channel.<\/span><\/p>\n

For example, if a potential client reaches out to you through our Message Centre or via Instagram, we strongly suggest responding via the same channel (rather than starting a new chain in a new email thread).<\/span><\/p>\n

That\u2019s not to say you shouldn\u2019t be offering to schedule a phone call or in-person meeting, but it\u2019s best to conduct the majority of your communication via one primary channel. For example, even after you\u2019ve spoken over the phone or met in person, or even had a convo via text, it\u2019s a good idea to send a summary email of the points you discussed with the client so that both parties have everything easily available for future reference.\u00a0<\/span><\/p>\n

Bonus: Adopting this practice will also help you come off as super organized, reliable, and help foster trust.<\/span><\/p>\n

\"dealing<\/a><\/div>\n

Follow Up Strategically:<\/b><\/h3>\n

So let’s say you’ve responded to a lead and haven’t heard back after a few days. In this case, your goal is to send a gentle nudge to help encourage a response. Be sure to wait at least 2-3 days before your next follow-up. Some vendors have told me that they’ve had success following up by phone, but ultimately, this is a judgement call.\u00a0<\/span><\/p>\n

If you still don\u2019t receive a response after that, wait until the following week and try something simple and low-commitment like:\u00a0<\/span><\/p>\n

\u201cI\u2019m really excited to discuss your dream wedding with you. Have you already found your venue?\u201d<\/span><\/i><\/p><\/blockquote>\n

Or if you\u2019re a venue:<\/span><\/p>\n

\u201cI\u2019m really excited to discuss your dream wedding with you. Did you have any inspiration you wanted to share? I\u2019m happy to discuss with you next week if you\u2019re available? <\/span><\/i>\u00a0<\/span><\/i><\/p><\/blockquote>\n

If you still don\u2019t hear back, don\u2019t write this couple off just yet! Remember, most couples who initially reach out are in the <\/span>Buy Later<\/span><\/i> camp so they may just be kicking tires for the time being. In this case,<\/span> it can be quite beneficial to consider a follow up say 45-60 days later with the assumption that the client is now significantly further through their planning process (i.e. in the Buy Now<\/em>) camp and therefore more inclined toward moving the conversation forward.\u00a0<\/span><\/p>\n

It\u2019s important to keep these emails personal and make sure you show a non-judgmental attitude toward their initial non-response (as opposed to something that could come off as passive aggressive). Here\u2019s an example:<\/span><\/p>\n

\u201cHi Erika, I know you\u2019re busy and it must be super overwhelming having to plan your wedding on top of regular life, so I figured I\u2019d reach out again to see if there\u2019s anything I can help with? I\u2019m happy to chat with you to answer any questions you may have (whether it\u2019s about my services or even weddings in general!)\u201d<\/span><\/i><\/p><\/blockquote>\n

With all the being said, whatever you do\u2026\u00a0<\/span><\/p>\n

Don\u2019t Spam them!\u00a0<\/b><\/h3>\n

As tempting as it may be to use \u201cset it and forget it\u201d automation software, unless you have your CRM <\/span>very <\/span><\/i>well calibrated, these generic, catch-all follow-ups are annoying, reek of unprofessionalism, and often receive a one-way ticket to the client\u2019s spam folder. A prime example of \u201cjust because the feature exists, doesn\u2019t mean you should be using it\u201d. <\/span><\/p>\n

Always leave the Door Open:\u00a0<\/b><\/h3>\n

Often in our industry, when it rains, it pours. Sometimes a no today is a yes tomorrow. External factors, lack of client clarity, the need to relay your info to partners, parents, in-laws, and friends can inherently slow things down. It\u2019s important not to take ghosting personally and avoid burning bridges by sending passive aggressive follow ups or snarky responses.\u00a0<\/span><\/p>\n

\"dealing<\/a><\/div>\n

A helpful Example<\/b><\/h3>\n

To help you get off on the right foot (and avoid being ghosted in the first place), here is an example response you may wish to try out:\u00a0<\/span><\/p>\n

Hi [Name],<\/span><\/p>\n

First off, Congratulations! We\u2019re so honoured you\u2019ve reached out to us to help with your big day!<\/span><\/p>\n

[We\u2019re currently available on [date]!]<\/span><\/p>\n

I\u2019ve attached some more information about the services you\u2019ve indicated you would like, including pricing info.\u00a0<\/span><\/p>\n

It\u2019s really important for us to get to know all of the couples we work with so that we can ensure we bring your vision to life.\u00a0<\/span><\/p>\n

To that end, are you available for a meeting or phone call so you can tell us a little bit more about you, your fianc\u00e9, and your vision for your big day? It\u2019s also a great opportunity to get to know each other a little better.\u00a0<\/span><\/p>\n

I know wedding planning can feel overwhelming, so in the meantime, if you\u2019re just looking for some ideas or inspiration, take a look at our portfolio here: [insert link].<\/span><\/p>\n

Looking forward to hearing from you!<\/span><\/p><\/blockquote>\n

Of course, you can customize the above to suit your tastes and business offerings. Also, depending on how specific the client was in their initial lead, it’s always a good idea to try to make your response as tailored as possible. Either way, you\u2019ll notice that the sample response above indicates your availability, your pricing info, additional information, an opportunity to move the conversation further ahead as well as an empathetic \u201cout\u201d in the event they remain firmly in the Buy Later<\/em> mindset. <\/span><\/p>\n","protected":false},"excerpt":{"rendered":"

So you receive a lead, respond quickly, provide the couple with all the information requested, and then never hear back. You follow up a few times to no avail.\u00a0 Or maybe you\u2019ve even had some back and forth, everything appears to be going well and you think the Client is ready to sign on the […]<\/p>\n","protected":false},"author":40,"featured_media":163067,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[145],"tags":[],"class_list":{"0":"post-163023","1":"post","2":"type-post","3":"status-publish","4":"format-standard","5":"has-post-thumbnail","7":"category-industry-corner"},"acf":[],"yoast_head":"\r\nDealing with Ghosting - A Helpful Guide for Wedding Vendors<\/title>\r\n<meta name=\"description\" content=\"So you receive a lead, respond quickly, provide the couple with all the information requested, and then never hear back. 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