Why You’re Getting Ghosted by Wedding Clients: Keys to Better Client Communication

If you're looking for ways to improve client communication inside your wedding business you have come to the right place! 

In this post I'm outlining: 

1. Why your couples are ghosting you.

2. Three key tools to get your wedding clients to communicate better (especially in the last month of planning a wedding) by increasing urgency without adding stress.

3. Frequently Asked Questions.

These tools are for ANY wedding pro, not just planners - let's dive in! 

WHY YOU'RE GETTING GHOSTED

The first MISTAKE I see wedding pros making: 

Thinking you're being easier to work with by not "pushing" your clients to give you answers. When you do this, you set yourself up to be constantly follow up with them. You have set the tone that it's not important for them to get you the information when requested. I made this mistake for years before realizing there was a better way! 

Being direct, is not pushy or rude. It's HELPFUL! 

Remember: They are relying on YOU to produce their wedding, whatever your role in is in that. It's critical that you outline what you need from your couple to allow you to successfully do your job. The job they hired you to do!  

So the question remains.. 

HOW DO WE GET THEM TO COMMUNICATE MORE EFFECTIVELY? (and get us the information we're requesting!)

1. Set clear expectations. 

My favorite phrase is: "I can't do my job unless you ___", especially if you're struggling with a client not getting you information. 

What you have to let go of are phrases like "no rush" and "when you have time." The reason I'm begging you to give up these statements are because they don't create urgency, instead your fostering the idea that it isn't important. When in most cases, it's VERY important! 

2. Use deadlines. 

In addition to "I really need ___ from you", let them know WHEN. "I need ___ information from you, no later than ___". 

Instead of: "at some point can you send me ___" you're giving a concrete deadline and creating a greater sense of urgency. 

Let's put those together. Instead of emailing your client a simple "hey I need you to answer these questions, thanks!" try something more direct like this: 

Hey client, 

I really need some answers to these questions from you so that I can get them shared to the rest of your vendors so that they also have ample time to prepare as they need to and ask me questions. If you can get this information to me by no later than Friday at 4pm, that gives me enough time to get them the information they need. 

Is Friday at 4pm realistic for you? 

Including the question of "is that a realistic deadline?" you're putting the ball in their court and letting them know that you're flexible and accommodating, but also that you're serious about your deadline. 

This is a tactic we utilize EXTENSIVELY and customize for each of our wedding planner students inside Wedding Planner Roadmap. 

3. Communication Boundaries

This one doesn't exactly fall into the same category as the first two, but it will really help improve client communication overall! 

Three things you need to not only understand, but also communicate to your clients - 

At the very beginning once they book you and you're onboarding them make sure you're answering these 3 questions before them before they even have to ask: 

a. Where can they contact you? (Do you prefer text? Email?) - I personally prefer email, so I let them know - "All communication will be funneled via email. If you want to schedule a phone call or when it comes time for our next planning meeting, those will all be scheduled via email." 

b. When are you available? If you only check email Tuesday - Thursday between 8am and 5pm, let them know that! 

c. How long until they can expect a response? Share you're working hours and how soon they can expect you to respond. I think the max they should wait during your business hours are 72 hours, of course that may be stretched by a weekend or event. 

If you KNOW your client is expecting a response and that 72 hour window is closing, the BEST thing you can do is to shoot them a quick "Hey! I know you're expecting a response about ___, I'm super busy at the moment with another event and I'll have an answer to you by Monday." That way you're letting them know that you haven't forgotten them while you have a lot on your plate and maybe can't give their question your full attention just yet. (Mark it on your calendar so you can make good on that deadline you just set yourself!) You're also inviting them to do the same if a deadline you set them is approaching. 

Another reason that your communication boundary is vital - if a client emails outside of the times you have already outlined for them, you don't have to be stressed out about responding right away, because you have already let them know when to expect a response from you. They can email you on Saturday all they want, because they already know that you won't be checking and responding to emails until Tuesday. 

This boundary allows you to be fully present for the wedding you're working on Saturday, take Sunday and Monday off to rest or be with your family, and get back to work on Tuesday to answer their question. 🙌

Now the work is in protecting the boundary. If that client emails you at 4pm on a Saturday (outside of the window you told them you'd be emailing) and you respond right away, you're telling them that your boundaries don't mean anything. And now you're the one setting the expectation that you'll drop anything at any time for them, and that isn't realistic or sustainable. 

OF COURSE, there are situations where you can make an exception. But if you don't NEED to respond right away, save yourself the stress and do it when you said you would. 

The communication boundary is so important because it eliminates the pressure from you and the client and makes everyone clear about when you can each expect answers from one another!  

This is all just ONE of SEVEN steps I detailed for y'all in my FREE GUIDE: 7 Key Practices For Building a Successful Wedding Planning Biz, get access to the rest HERE!

Ready to jump past the first few steps and dive head first into FINALLY getting a handle on your wedding planning business and team growth? Wedding Planner Roadmap , my 90 day group coaching program specifically for wedding planners is FOR YOU. Check out the full details of my signature 90 day coaching program here.