In this industry, you can almost guarantee, at some point, you will experience a crisis! There’s no predicting when or how, but you can create a plan to help you when it does.
Leave out the emotion This is certainly easier said than done! When something happens it's tempting to allow emotions to cloud judgement. Before you react, take a moment to put some distance between you and what just happened. That could be something like waiting to respond to a negative review or asking a trusted colleague or friend for advice. Only respond once you’re able to remove the emotional side of the issue.
Don't ignore it As much as you may want to get rid of bad reviews you feel are unfair, it’s a bad idea. Social media sites don’t take kindly to businesses which delete poor reviews and prospective clients may conclude you aren’t honest or trustworthy. Transparency is crucial and vital to the success of your business. Instead, own your part and craft a satisfying solution for everyone.
Avoid any he said, she said
Playing the blame game never leads to positive outcomes. And, in the end, may make you look bad to current and future clients. It’s easy to take the bait, but after a crisis happens none of it matters, anyway. The only thing that does is resolving it as amicably and as quickly as possible.
Address the problem internally After you've taken care of damage control with the client, it's a good idea to look internally at where the breakdown happened. What caused it? Was it preventable? Look at what systems are in place and how they might be changed to avoid another problem. Talk to your staff and let them know what's going on, so that everyone is on the same page for the next event.
Move on! After you’ve dealt with the crisis, keep the lesson and let go of the rest.
Kevin Dennis is the editor of WeddingIQ and the owner of Fantasy Sound in Livermore, California.