My passion to surprise and delight is the reason I am in this amazing world of events. I had the opportunity earlier in my career to work for a hotel company that had strong core values; two of my favorites include “anticipating guests’ needs” and “surprise and delighting.”
We anticipate what you want before you even know what you want. In our initial meeting I listen to everything you say, and pay close attention to when you show emotion when you are speaking about a certain topic. When I feel excitement, happiness or concern about a particular subject I feel the energy you are projecting and I take mental note. Weddings specifically are emotional and as a planner I need to feel your emotion so that I may focus my attention on what is important to you in order to create a memorable experience.
WE TAKE IT ONE NEXT STEP – Throughout the planning process our guests are constantly surprised with unique experiences. We are more than a planner; we take it one next step. One particular example I will never forget was a wedding I did many years ago in Chicago. The groom worked for the Chicago Tribune and was pretty high up in management. I contacted the groom’s colleague and I requested a blank newspaper page. I contacted the bridal party and gathered as much information as I could about the couple that I did not already know, and wrote a feature article about the bride and groom. I then had the photographer send a photo from their engagement shoot and created a cover page for a newspaper to be delivered to the wedding suite the morning after the wedding, accompanied with breakfast. This surprise and delight was something the guest didn’t ask for, but it was memorable because it was personal.
MEMORABLE EXPERIENCES – Think about the last time you had a positive customer service exchange. Ask yourself, why was this memorable?
Maya Angelou said it best, ‘they may forget what you said, but they will never forget how you made them feel.’
This is so true in the world of planning. We are more than a planner, we often wear many hats including therapist, mother, friend and even teacher. You may not remember our many conversations throughout the process but you will remember how we made you feel.