Latest / Wedding Pros who are ready to grow - with Becca Pountney / Part 4 - Is your customer service up to scratch?

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Part 4 - Is your customer service up to scratch? · Wedding Pros who are ready to grow - with Becca Pountney

• 0:00
  You've
• 0:00
  made
• 0:00
  the
• 0:00
  sale,
• 0:01
  you've
• 0:01
  popped
• 0:01
  the
• 0:01
  champagne
• 0:02
  to
• 0:02
  celebrate.
• 0:02
  Surely
• 0:03
  that's
• 0:03
  the
• 0:03
  end
• 0:03
  of
• 0:04
  the
• 0:04
  process.
• 0:04
  Think
• 0:04
  again,
• 0:05
  because
• 0:05
  what
• 0:05
  happens
• 0:06
  next
• 0:06
  has
• 0:06
  the
• 0:07
  power
• 0:07
  to
• 0:07
  make
• 0:08
  or
• 0:08
  break
• 0:08
  your
• 0:08
  wedding
• 0:09
  business.
• 0:11
  I'm
• 0:11
  Becca
• 0:11
  Poutney,
• 0:12
  Wedding
• 0:12
  Business
• 0:12
  Marketing
• 0:13
  expert,
• 0:13
  speaker
• 0:14
  and
• 0:14
  blogger
• 0:14
  and
• 0:15
  you're
• 0:15
  listening
• 0:15
  to
• 0:15
  the
• 0:15
  Wedding
• 0:16
  Pros
• 0:16
  who
• 0:16
  Are
• 0:16
  Ready
• 0:16
  to
• 0:17
  Grow
• 0:17
  podcast.
• 0:18
  I'm
• 0:19
  here
• 0:19
  to
• 0:19
  share
• 0:19
  with
• 0:19
  you
• 0:19
  actionable
• 0:20
  tips,
• 0:20
  strategies
• 0:21
  and
• 0:21
  real
• 0:21
  life
• 0:22
  examples
• 0:22
  to
• 0:23
  help
• 0:23
  you
• 0:23
  take
• 0:23
  your
• 0:23
  wedding
• 0:24
  business
• 0:24
  to
• 0:24
  the
• 0:24
  next
• 0:24
  level.
• 0:25
  If
• 0:25
  you
• 0:26
  are
• 0:26
  an
• 0:26
  ambitious
• 0:26
  wedding
• 0:27
  business
• 0:27
  owner
• 0:28
  that
• 0:28
  wants
• 0:28
  to
• 0:28
  take
• 0:28
  your
• 0:29
  passion
• 0:29
  and
• 0:29
  use
• 0:29
  it
• 0:30
  to
• 0:30
  build
• 0:30
  a
• 0:30
  profitable,
• 0:31
  sustainable
• 0:31
  business
• 0:31
  business
• 0:32
  doing
• 0:32
  what
• 0:32
  you
• 0:32
  love,
• 0:33
  then
• 0:33
  you're
• 0:33
  in
• 0:33
  the
• 0:33
  right
• 0:34
  place.
• 0:34
  Let's
• 0:35
  get
• 0:35
  going
• 0:35
  with
• 0:35
  today's
• 0:36
  episode.
• 0:37
  Today
• 0:37
  we're
• 0:37
  going
• 0:37
  to
• 0:38
  be
• 0:38
  talking
• 0:38
  all
• 0:38
  about
• 0:39
  customer
• 0:39
  experience
• 0:39
  and
• 0:40
  customer
• 0:40
  service
• 0:41
  as
• 0:41
  we
• 0:41
  have
• 0:41
  reached
• 0:42
  week
• 0:42
  four
• 0:42
  of
• 0:43
  our
• 0:43
  August
• 0:43
  series,
• 0:44
  All
• 0:44
  about
• 0:44
  the
• 0:44
  Customer
• 0:45
  Journey.
• 0:45
  Week
• 0:45
  one
• 0:46
  we
• 0:46
  talked
• 0:46
  all
• 0:46
  about
• 0:46
  discovery.
• 0:47
  In
• 0:47
  week
• 0:47
  two
• 0:48
  we
• 0:48
  talked
• 0:48
  all
• 0:49
  about
• 0:49
  getting
• 0:49
  the
• 0:49
  inquiry.
• 0:50
  Last
• 0:50
  week
• 0:51
  we
• 0:51
  talked
• 0:51
  all
• 0:51
  about
• 0:52
  making
• 0:52
  the
• 0:52
  sale
• 0:52
  and
• 0:53
  today
• 0:53
  onto
• 0:53
  the
• 0:54
  final
• 0:54
  session
• 0:54
  where,
• 0:54
  as
• 0:54
  I
• 0:55
  said,
• 0:55
  we're
• 0:55
  going
• 0:55
  to
• 0:55
  talk
• 0:55
  about
• 0:55
  customer
• 0:56
  service
• 0:56
  and
• 0:56
  the
• 0:57
  final
• 0:57
  part
• 0:57
  of
• 0:57
  the
• 0:58
  customer
• 0:58
  journey
• 0:58
  and
• 0:59
  ideally
• 0:59
  leading
• 1:00
  to
• 1:00
  further
• 1:01
  work
• 1:01
  in
• 1:01
  the
• 1:01
  future.
• 1:02
  If
• 1:02
  you
• 1:02
  haven't
• 1:02
  yet
• 1:03
  listened
• 1:03
  to
• 1:03
  part
• 1:04
  one,
• 1:04
  two
• 1:04
  and
• 1:04
  three,
• 1:04
  I
• 1:04
  recommend
• 1:05
  that
• 1:05
  you
• 1:05
  go
• 1:05
  back
• 1:05
  and
• 1:05
  do
• 1:06
  that,
• 1:06
  listen
• 1:06
  to
• 1:07
  those
• 1:07
  and
• 1:07
  then
• 1:07
  come
• 1:07
  back
• 1:08
  and
• 1:08
  join
• 1:08
  me
• 1:08
  for
• 1:08
  week
• 1:09
  four.
• 1:09
  I
• 1:09
  really
• 1:09
  hope
• 1:10
  you've
• 1:10
  enjoyed
• 1:10
  this
• 1:11
  miniseries
• 1:11
  over
• 1:12
  the
• 1:12
  summer.
• 1:12
  They'll
• 1:12
  be
• 1:13
  here
• 1:13
  for
• 1:13
  you
• 1:13
  to
• 1:13
  come
• 1:14
  back
• 1:14
  and
• 1:14
  listen
• 1:14
  to
• 1:14
  at
• 1:15
  any
• 1:15
  point.
• 1:15
  If
• 1:15
  you're
• 1:15
  struggling,
• 1:16
  at
• 1:16
  any
• 1:16
  point
• 1:16
  in
• 1:16
  the
• 1:17
  customer
• 1:17
  journey
• 1:17
  and
• 1:18
  if
• 1:18
  you
• 1:18
  want
• 1:18
  to
• 1:18
  go
• 1:18
  through
• 1:18
  it
• 1:18
  in
• 1:18
  more
• 1:19
  detail,
• 1:19
  this
• 1:19
  is
• 1:19
  what
• 1:19
  we
• 1:20
  can
• 1:20
  do
• 1:20
  together.
• 1:20
  If
• 1:21
  we
• 1:21
  work
• 1:21
  one
• 1:21
  to
• 1:21
  one.
• 1:22
  Whether
• 1:22
  we
• 1:22
  work
• 1:22
  together
• 1:22
  via
• 1:23
  Zoom
• 1:23
  or
• 1:23
  we
• 1:23
  meet
• 1:24
  up
• 1:24
  in
• 1:24
  person,
• 1:24
  one
• 1:25
  of
• 1:25
  the
• 1:25
  things
• 1:25
  I
• 1:25
  love
• 1:25
  to
• 1:25
  do
• 1:26
  is
• 1:26
  go
• 1:26
  through
• 1:26
  this
• 1:26
  with
• 1:26
  you
• 1:27
  step
• 1:27
  by
• 1:27
  step
• 1:27
  and
• 1:28
  improve
• 1:28
  each
• 1:29
  element
• 1:29
  of
• 1:29
  that
• 1:29
  customer
• 1:30
  journey
• 1:30
  to
• 1:30
  increase
• 1:30
  your
• 1:31
  inquiries
• 1:31
  and
• 1:32
  increase
• 1:32
  your
• 1:32
  sales
• 1:33
  and
• 1:33
  conversions.
• 1:34
  Anyway,
• 1:34
  enough
• 1:34
  about
• 1:35
  that.
• 1:35
  So
• 1:35
  let's
• 1:35
  move
• 1:36
  on
• 1:36
  to
• 1:36
  today's
• 1:37
  topic,
• 1:37
  which
• 1:37
  is
• 1:38
  customer
• 1:38
  service.
• 1:39
  So
• 1:39
  the
• 1:39
  first
• 1:40
  part
• 1:40
  I
• 1:40
  want
• 1:40
  to
• 1:40
  talk
• 1:40
  about
• 1:41
  is
• 1:41
  setting
• 1:42
  boundaries
• 1:42
  and
• 1:42
  expectations
• 1:44
  early.
• 1:44
  Often
• 1:44
  when
• 1:45
  I
• 1:45
  talk
• 1:45
  to
• 1:45
  people
• 1:45
  about
• 1:46
  customer
• 1:46
  service
• 1:46
  falling
• 1:47
  apart
• 1:47
  or
• 1:48
  the
• 1:48
  customer
• 1:48
  relationship
• 1:49
  breaking
• 1:49
  down,
• 1:49
  things
• 1:50
  going
• 1:50
  wrong,
• 1:50
  often
• 1:51
  it's
• 1:51
  because
• 1:51
  there's
• 1:51
  mismatched
• 1:52
  expectations
• 1:53
  or
• 1:53
  a
• 1:53
  breakdown
• 1:54
  of
• 1:54
  boundaries.
• 1:55
  As
• 1:55
  the
• 1:55
  business
• 1:56
  owner,
• 1:56
  it's
• 1:56
  our
• 1:57
  job
• 1:57
  to
• 1:57
  set
• 1:57
  out
• 1:58
  those
• 1:58
  boundaries
• 1:59
  to
• 1:59
  our
• 1:59
  clients.
• 1:59
  And
• 2:00
  when
• 2:00
  we
• 2:00
  do
• 2:00
  that
• 2:00
  early
• 2:01
  on
• 2:01
  and
• 2:01
  we
• 2:01
  set
• 2:01
  expectations
• 2:02
  super
• 2:02
  early
• 2:03
  in
• 2:03
  the
• 2:03
  process,
• 2:03
  then
• 2:04
  our
• 2:04
  clients
• 2:04
  are
• 2:04
  much
• 2:04
  more
• 2:05
  likely
• 2:05
  to
• 2:05
  respect
• 2:05
  that.
• 2:06
  When
• 2:06
  we
• 2:06
  give
• 2:06
  no
• 2:07
  boundaries
• 2:07
  or
• 2:07
  no
• 2:08
  expectations,
• 2:08
  but
• 2:08
  we
• 2:09
  think
• 2:09
  about
• 2:09
  them
• 2:09
  in
• 2:09
  our
• 2:09
  head
• 2:10
  People
• 2:10
  can
• 2:10
  break
• 2:10
  them
• 2:11
  without
• 2:11
  realizing.
• 2:11
  So,
• 2:12
  for
• 2:12
  example,
• 2:12
  sometimes
• 2:13
  I
• 2:13
  hear
• 2:13
  people
• 2:13
  complaining
• 2:14
  to
• 2:14
  me
• 2:14
  that
• 2:14
  couples
• 2:15
  send
• 2:15
  them
• 2:15
  messages
• 2:15
  at
• 2:16
  11
• 2:16
  o'
• 2:16
  clock
• 2:16
  at
• 2:16
  night,
• 2:17
  or
• 2:17
  they're
• 2:17
  returning
• 2:17
  messages
• 2:18
  at
• 2:18
  5:00am
• 2:19
  in
• 2:19
  the
• 2:19
  morning,
• 2:19
  or,
• 2:19
  you
• 2:20
  know,
• 2:20
  inconvenient
• 2:20
  times
• 2:21
  over
• 2:21
  the
• 2:21
  weekend,
• 2:21
  or
• 2:22
  that
• 2:22
  their
• 2:22
  couples
• 2:22
  are
• 2:23
  expecting
• 2:23
  instant
• 2:23
  replies
• 2:24
  all
• 2:24
  of
• 2:24
  the
• 2:24
  time,
• 2:25
  even
• 2:25
  when
• 2:25
  you're
• 2:25
  on
• 2:26
  holiday
• 2:26
  or
• 2:26
  doing
• 2:26
  something
• 2:27
  with
• 2:27
  your
• 2:27
  family.
• 2:27
  But
• 2:27
  if
• 2:28
  we've
• 2:28
  never
• 2:28
  set
• 2:28
  out
• 2:28
  those
• 2:29
  rules
• 2:29
  and
• 2:29
  expectations
• 2:30
  for
• 2:30
  our
• 2:30
  clients
• 2:31
  and
• 2:31
  we've
• 2:31
  just
• 2:31
  left
• 2:32
  it
• 2:32
  open,
• 2:32
  why
• 2:33
  shouldn't
• 2:33
  they
• 2:33
  contact
• 2:33
  you
• 2:34
  any
• 2:34
  time
• 2:34
  of
• 2:35
  day?
• 2:35
  Why
• 2:35
  shouldn't
• 2:35
  they
• 2:36
  do
• 2:36
  that
• 2:36
  if
• 2:36
  you
• 2:36
  haven't
• 2:37
  told
• 2:37
  them
• 2:37
  that
• 2:37
  they
• 2:37
  can't?
• 2:38
  I
• 2:38
  don't
• 2:38
  know
• 2:38
  about
• 2:38
  you.
• 2:38
  I
• 2:38
  don't
• 2:39
  know
• 2:39
  if
• 2:39
  you've
• 2:39
  ever
• 2:39
  had
• 2:39
  a
• 2:40
  problem
• 2:40
  with
• 2:40
  something
• 2:40
  technical
• 2:41
  and
• 2:41
  you've
• 2:41
  gone
• 2:41
  on
• 2:41
  to
• 2:42
  the
• 2:42
  customer
• 2:42
  service
• 2:43
  help
• 2:43
  desk
• 2:43
  or
• 2:44
  quite
• 2:44
  often
• 2:44
  Those
• 2:44
  are
• 2:45
  available
• 2:45
  24
• 2:46
  hours
• 2:46
  a
• 2:46
  day,
• 2:46
  which
• 2:47
  I
• 2:47
  love,
• 2:47
  because
• 2:47
  when
• 2:48
  we
• 2:48
  want
• 2:48
  the
• 2:48
  help,
• 2:48
  we
• 2:48
  want
• 2:48
  it
• 2:49
  there.
• 2:49
  And
• 2:49
  then
• 2:49
  when
• 2:49
  it's
• 2:50
  not
• 2:50
  open
• 2:50
  and
• 2:50
  it's
• 2:51
  closed,
• 2:51
  we
• 2:51
  think,
• 2:51
  oh,
• 2:52
  that's
• 2:52
  frustrating.
• 2:52
  But
• 2:52
  we
• 2:53
  go
• 2:53
  back
• 2:53
  and
• 2:53
  we
• 2:53
  visit
• 2:53
  it
• 2:54
  the
• 2:54
  day
• 2:54
  when
• 2:54
  it
• 2:54
  opens.
• 2:55
  But
• 2:55
  if
• 2:55
  it's
• 2:55
  available
• 2:56
  24
• 2:56
  hours
• 2:56
  a
• 2:56
  day,
• 2:57
  I
• 2:57
  might
• 2:57
  do
• 2:57
  it
• 2:57
  late
• 2:58
  at
• 2:58
  night.
• 2:58
  The
• 2:58
  customers
• 2:59
  are
• 2:59
  going
• 2:59
  to
• 2:59
  think
• 2:59
  about
• 2:59
  you
• 3:00
  and
• 3:00
  your
• 3:00
  business
• 3:00
  exactly
• 3:00
  the
• 3:01
  same.
• 3:01
  They
• 3:01
  are
• 3:01
  not
• 3:01
  necessarily
• 3:02
  going
• 3:02
  to
• 3:02
  think
• 3:02
  about
• 3:02
  the
• 3:03
  fact
• 3:03
  that
• 3:03
  you're
• 3:03
  just
• 3:03
  an
• 3:03
  independent
• 3:04
  business
• 3:04
  owner,
• 3:04
  that
• 3:05
  you've
• 3:05
  got
• 3:05
  a
• 3:05
  family,
• 3:05
  that
• 3:05
  you've
• 3:06
  got
• 3:06
  all
• 3:06
  sorts
• 3:06
  of
• 3:06
  other
• 3:06
  things
• 3:07
  and
• 3:07
  other
• 3:07
  clients
• 3:07
  going
• 3:08
  on.
• 3:08
  Therefore,
• 3:09
  it's
• 3:09
  really
• 3:09
  important
• 3:09
  we
• 3:10
  set
• 3:10
  those
• 3:10
  expectations
• 3:11
  there
• 3:11
  early.
• 3:11
  The
• 3:11
  other
• 3:11
  thing
• 3:12
  is
• 3:12
  we
• 3:12
  can
• 3:12
  sometimes
• 3:12
  feed
• 3:13
  this
• 3:13
  when
• 3:13
  we
• 3:13
  start
• 3:14
  replying
• 3:14
  to
• 3:14
  those
• 3:14
  messages
• 3:15
  late
• 3:15
  at
• 3:15
  night,
• 3:15
  replying
• 3:16
  to
• 3:16
  emails
• 3:16
  late
• 3:16
  at
• 3:17
  night,
• 3:17
  they
• 3:17
  think
• 3:17
  that
• 3:17
  that's
• 3:17
  the
• 3:18
  normal
• 3:18
  thing
• 3:18
  to
• 3:18
  do
• 3:19
  and
• 3:19
  so
• 3:19
  therefore
• 3:19
  they're
• 3:20
  more
• 3:20
  likely
• 3:20
  to
• 3:20
  contact
• 3:21
  us
• 3:21
  at
• 3:22
  those
• 3:22
  times
• 3:22
  in
• 3:22
  the
• 3:23
  future.
• 3:23
  So
• 3:23
  how
• 3:23
  do
• 3:24
  we
• 3:24
  set
• 3:24
  boundaries
• 3:25
  and
• 3:25
  expectations
• 3:26
  early?
• 3:26
  Well,
• 3:26
  I've
• 3:27
  had
• 3:27
  plenty
• 3:27
  of
• 3:27
  podcast
• 3:28
  guests
• 3:28
  talking
• 3:29
  about
• 3:29
  these
• 3:30
  things
• 3:30
  before,
• 3:31
  but
• 3:31
  from
• 3:31
  my
• 3:31
  point
• 3:32
  of
• 3:32
  view,
• 3:32
  based
• 3:32
  on
• 3:32
  everything
• 3:32
  that
• 3:33
  we've
• 3:33
  talked
• 3:33
  about
• 3:33
  on
• 3:34
  previous
• 3:34
  podcast
• 3:35
  episodes,
• 3:35
  I
• 3:35
  think
• 3:35
  it's
• 3:36
  really
• 3:36
  important.
• 3:36
  Number
• 3:37
  one,
• 3:37
  essential,
• 3:38
  in
• 3:38
  fact,
• 3:38
  you
• 3:38
  have
• 3:39
  a
• 3:39
  contract.
• 3:39
  I
• 3:39
  know
• 3:40
  that
• 3:40
  sounds
• 3:40
  basic,
• 3:40
  but
• 3:40
  there
• 3:41
  is
• 3:41
  a
• 3:41
  lot
• 3:41
  of
• 3:41
  people
• 3:41
  that
• 3:41
  I
• 3:42
  speak
• 3:42
  to
• 3:42
  who
• 3:42
  where
• 3:42
  things
• 3:43
  wrong
• 3:43
  and
• 3:43
  they
• 3:43
  realize
• 3:44
  no
• 3:44
  contract
• 3:44
  was
• 3:44
  ever
• 3:45
  signed
• 3:45
  or
• 3:45
  they
• 3:45
  never
• 3:46
  have
• 3:46
  a
• 3:46
  contract
• 3:46
  in
• 3:47
  the
• 3:47
  first
• 3:47
  place.
• 3:47
  It's
• 3:47
  all
• 3:47
  based
• 3:48
  on
• 3:48
  word
• 3:48
  of
• 3:48
  mouth
• 3:49
  or
• 3:49
  email
• 3:49
  chains.
• 3:50
  Well,
• 3:50
  it's
• 3:50
  important
• 3:51
  that
• 3:51
  you
• 3:51
  have
• 3:51
  a
• 3:51
  contract
• 3:52
  so
• 3:52
  that
• 3:52
  you
• 3:52
  can
• 3:53
  clearly
• 3:53
  state
• 3:53
  that
• 3:53
  you're
• 3:54
  professional
• 3:54
  and
• 3:55
  set
• 3:55
  out
• 3:55
  boundaries
• 3:56
  very
• 3:56
  early
• 3:56
  on
• 3:56
  around
• 3:57
  when
• 3:57
  you
• 3:57
  expect
• 3:57
  paying.
• 3:58
  What
• 3:58
  happens
• 3:58
  if
• 3:59
  they
• 3:59
  don't
• 3:59
  pay?
• 3:59
  What
• 4:00
  happens
• 4:00
  if
• 4:00
  they
• 4:00
  cancel?
• 4:01
  So
• 4:01
  that
• 4:01
  you
• 4:01
  can
• 4:01
  always
• 4:02
  go
• 4:02
  back
• 4:02
  to
• 4:02
  that
• 4:02
  contract.
• 4:03
  But
• 4:03
  on
• 4:03
  top
• 4:04
  of
• 4:04
  that
• 4:04
  more
• 4:04
  formal
• 4:05
  contract,
• 4:05
  I'm
• 4:05
  a
• 4:06
  big
• 4:06
  fan
• 4:06
  of
• 4:06
  some
• 4:07
  kind
• 4:07
  of
• 4:07
  onboarding
• 4:08
  document,
• 4:09
  onboarding
• 4:09
  video
• 4:10
  onboarding
• 4:10
  pack
• 4:11
  that
• 4:11
  you
• 4:11
  send
• 4:11
  in
• 4:11
  the
• 4:11
  post,
• 4:12
  whatever
• 4:12
  fits
• 4:13
  your
• 4:13
  business,
• 4:13
  whatever
• 4:14
  you
• 4:14
  want
• 4:14
  to
• 4:14
  do
• 4:14
  that
• 4:15
  that
• 4:15
  welcomes
• 4:15
  your
• 4:16
  client
• 4:16
  to
• 4:16
  working
• 4:16
  with
• 4:17
  you
• 4:17
  and
• 4:17
  in
• 4:17
  the
• 4:18
  process
• 4:19
  sets
• 4:19
  out
• 4:19
  those
• 4:19
  very
• 4:20
  clear
• 4:20
  expectations.
• 4:22
  So
• 4:22
  in
• 4:22
  that
• 4:22
  onboarding
• 4:23
  document
• 4:23
  that
• 4:23
  you
• 4:23
  would
• 4:24
  send
• 4:24
  to
• 4:24
  someone
• 4:24
  once
• 4:25
  they've
• 4:25
  gone
• 4:25
  ahead
• 4:26
  and
• 4:26
  paid
• 4:26
  their
• 4:26
  first
• 4:27
  deposit
• 4:27
  booking
• 4:28
  fee
• 4:28
  would
• 4:28
  be
• 4:28
  something
• 4:29
  like
• 4:29
  the
• 4:29
  following.
• 4:29
  First
• 4:30
  of
• 4:30
  all,
• 4:30
  maybe
• 4:30
  give
• 4:31
  them
• 4:31
  a
• 4:31
  timeline
• 4:32
  of
• 4:32
  what's
• 4:32
  going
• 4:32
  to
• 4:33
  happen
• 4:33
  in
• 4:33
  their
• 4:33
  planning
• 4:34
  process.
• 4:34
  Now,
• 4:34
  this
• 4:34
  is
• 4:34
  going
• 4:35
  to
• 4:35
  be
• 4:35
  very
• 4:35
  different
• 4:35
  for
• 4:35
  every
• 4:36
  single
• 4:36
  one
• 4:36
  of
• 4:36
  you,
• 4:36
  depending
• 4:37
  if
• 4:37
  you're
• 4:37
  a
• 4:37
  venue,
• 4:37
  a
• 4:38
  florist,
• 4:38
  a
• 4:38
  cake
• 4:38
  maker,
• 4:38
  a
• 4:39
  dj.
• 4:39
  For
• 4:39
  some
• 4:39
  of
• 4:39
  you,
• 4:40
  you
• 4:40
  may
• 4:40
  not
• 4:40
  speak
• 4:41
  to
• 4:41
  them
• 4:41
  again
• 4:41
  until
• 4:41
  one
• 4:42
  or
• 4:42
  two
• 4:42
  months
• 4:42
  before
• 4:42
  the
• 4:43
  wedding.
• 4:43
  For
• 4:43
  some
• 4:43
  of
• 4:43
  you,
• 4:44
  there's
• 4:44
  going
• 4:44
  to
• 4:44
  be
• 4:44
  a
• 4:44
  lot
• 4:44
  more
• 4:44
  touch
• 4:45
  points
• 4:45
  along
• 4:45
  the
• 4:45
  way.
• 4:45
  So
• 4:46
  why
• 4:46
  not
• 4:46
  put
• 4:47
  timeline
• 4:47
  on
• 4:48
  paper
• 4:48
  and
• 4:49
  show
• 4:49
  them
• 4:49
  when
• 4:49
  it's
• 4:49
  going
• 4:50
  to
• 4:50
  happen?
• 4:50
  Now,
• 4:50
  don't
• 4:50
  make
• 4:50
  this
• 4:51
  specifically
• 4:52
  personal
• 4:52
  to
• 4:52
  them
• 4:53
  because
• 4:53
  that's
• 4:53
  going
• 4:53
  to
• 4:53
  take
• 4:54
  you
• 4:54
  ages,
• 4:54
  but
• 4:54
  do
• 4:54
  it
• 4:55
  on
• 4:55
  weeks
• 4:55
  and
• 4:55
  months
• 4:56
  before
• 4:56
  their
• 4:56
  wedding
• 4:57
  date.
• 4:57
  So
• 4:57
  have
• 4:57
  wedding
• 4:58
  day
• 4:58
  at
• 4:58
  one
• 4:58
  end
• 4:59
  and
• 4:59
  today
• 4:59
  booking
• 5:00
  at
• 5:00
  the
• 5:00
  other
• 5:00
  end
• 5:01
  and
• 5:01
  then
• 5:01
  put
• 5:01
  on
• 5:01
  points
• 5:02
  in
• 5:02
  the
• 5:02
  map
• 5:02
  about
• 5:02
  when
• 5:03
  things
• 5:03
  are
• 5:03
  going
• 5:03
  to
• 5:03
  happen
• 5:04
  along
• 5:04
  the
• 5:04
  way.
• 5:04
  So,
• 5:04
  for
• 5:05
  example,
• 5:05
  second
• 5:06
  payment
• 5:06
  due
• 5:06
  six
• 5:07
  months
• 5:07
  before
• 5:07
  wedding,
• 5:08
  three
• 5:08
  months
• 5:08
  before,
• 5:09
  we're
• 5:09
  going
• 5:09
  to
• 5:09
  ask
• 5:09
  for
• 5:09
  this
• 5:10
  information
• 5:10
  one
• 5:10
  month
• 5:11
  before
• 5:11
  final
• 5:11
  payment
• 5:12
  due
• 5:12
  all
• 5:12
  of
• 5:12
  those
• 5:12
  touch
• 5:13
  points
• 5:13
  because
• 5:13
  they
• 5:14
  are
• 5:14
  going
• 5:14
  to
• 5:14
  be
• 5:14
  working
• 5:14
  with
• 5:14
  loads
• 5:15
  of
• 5:15
  different
• 5:15
  suppliers
• 5:16
  for
• 5:16
  their
• 5:16
  wedding
• 5:16
  day.
• 5:16
  They
• 5:17
  may
• 5:17
  not
• 5:17
  know
• 5:17
  what
• 5:17
  they're
• 5:17
  doing
• 5:18
  and
• 5:18
  it's
• 5:18
  quite,
• 5:19
  quite
• 5:19
  complicated
• 5:19
  and
• 5:20
  difficult
• 5:20
  for
• 5:20
  them
• 5:21
  to
• 5:21
  understand
• 5:21
  what's
• 5:22
  going
• 5:22
  on.
• 5:22
  And
• 5:22
  everyone
• 5:22
  works
• 5:23
  differently.
• 5:23
  So
• 5:23
  if
• 5:23
  you
• 5:24
  set
• 5:24
  out
• 5:24
  straight
• 5:24
  away
• 5:24
  that
• 5:25
  timeline,
• 5:25
  then
• 5:25
  they
• 5:26
  know
• 5:26
  what
• 5:26
  to
• 5:26
  expect
• 5:26
  from
• 5:27
  you.
• 5:27
  They
• 5:27
  can
• 5:27
  have
• 5:27
  it
• 5:28
  there
• 5:28
  in
• 5:28
  front
• 5:28
  of
• 5:28
  them.
• 5:29
  Also
• 5:29
  in
• 5:29
  that
• 5:29
  document
• 5:30
  you
• 5:30
  can
• 5:30
  have
• 5:30
  a
• 5:30
  section
• 5:31
  where
• 5:31
  you
• 5:31
  talk
• 5:31
  about
• 5:32
  your
• 5:32
  communication
• 5:33
  expectations.
• 5:34
  So
• 5:34
  this
• 5:34
  is
• 5:34
  where
• 5:34
  you
• 5:34
  can
• 5:35
  set
• 5:35
  out
• 5:35
  how
• 5:36
  you're
• 5:36
  happy
• 5:36
  for
• 5:36
  them
• 5:36
  to
• 5:36
  contact
• 5:37
  you,
• 5:37
  how
• 5:38
  long
• 5:38
  it
• 5:38
  will
• 5:38
  take
• 5:38
  you
• 5:38
  on
• 5:39
  average
• 5:39
  to
• 5:40
  reply
• 5:40
  and
• 5:41
  what
• 5:41
  times
• 5:41
  of
• 5:41
  day
• 5:42
  you
• 5:42
  work
• 5:42
  and
• 5:42
  reply
• 5:43
  to
• 5:43
  emails.
• 5:43
  So,
• 5:44
  for
• 5:44
  example,
• 5:44
  you
• 5:44
  can
• 5:45
  set
• 5:45
  this
• 5:45
  however
• 5:45
  you
• 5:46
  like,
• 5:46
  it's
• 5:46
  your
• 5:46
  business.
• 5:47
  So
• 5:47
  you
• 5:47
  can
• 5:47
  say
• 5:48
  to
• 5:48
  me,
• 5:48
  feel
• 5:48
  free
• 5:48
  to
• 5:48
  contact
• 5:49
  me
• 5:49
  anytime.
• 5:50
  It
• 5:50
  will
• 5:50
  offer
• 5:50
  often
• 5:51
  take
• 5:51
  me
• 5:51
  between
• 5:51
  24
• 5:52
  and
• 5:52
  48
• 5:52
  hours
• 5:53
  to
• 5:53
  respond,
• 5:53
  but
• 5:54
  do
• 5:54
  know
• 5:54
  that
• 5:54
  I've
• 5:54
  got
• 5:55
  your
• 5:55
  message
• 5:55
  and
• 5:55
  sending
• 5:56
  me
• 5:56
  more
• 5:56
  messages
• 5:57
  won't
• 5:57
  speed
• 5:58
  up
• 5:58
  that
• 5:58
  process.
• 5:59
  I
• 5:59
  will
• 5:59
  reply
• 6:00
  between
• 6:00
  the
• 6:00
  hours
• 6:01
  of
• 6:01
  9
• 6:01
  and
• 6:02
  7
• 6:02
  Monday
• 6:02
  to
• 6:03
  Friday,
• 6:03
  Monday
• 6:03
  to
• 6:04
  Thursday,
• 6:04
  whatever
• 6:04
  it
• 6:04
  is
• 6:04
  that
• 6:05
  you
• 6:05
  want
• 6:05
  to
• 6:05
  say,
• 6:06
  set
• 6:06
  it
• 6:06
  out
• 6:06
  there
• 6:07
  because
• 6:07
  then
• 6:08
  they've
• 6:08
  kind
• 6:08
  of
• 6:08
  signed
• 6:09
  up
• 6:09
  to
• 6:09
  that
• 6:09
  right
• 6:09
  from
• 6:10
  day
• 6:10
  one.
• 6:10
  And
• 6:10
  if
• 6:11
  they
• 6:11
  break
• 6:11
  it,
• 6:11
  number
• 6:12
  one,
• 6:12
  you
• 6:12
  don't
• 6:12
  have
• 6:12
  to
• 6:13
  reply
• 6:13
  to
• 6:13
  them
• 6:13
  until
• 6:14
  a
• 6:14
  convenient
• 6:14
  time
• 6:14
  because
• 6:15
  you've
• 6:15
  set
• 6:15
  that
• 6:15
  out.
• 6:15
  Number
• 6:16
  two,
• 6:16
  you
• 6:16
  can
• 6:16
  also
• 6:16
  go
• 6:17
  back
• 6:17
  to
• 6:17
  them
• 6:17
  and
• 6:17
  say,
• 6:18
  you
• 6:18
  know,
• 6:18
  you
• 6:18
  keep
• 6:18
  sending
• 6:18
  me
• 6:19
  these
• 6:19
  text
• 6:19
  messages,
• 6:19
  which
• 6:19
  is
• 6:20
  fine,
• 6:20
  but
• 6:20
  don't
• 6:20
  forget
• 6:21
  our
• 6:21
  communication
• 6:21
  expectations
• 6:22
  that
• 6:22
  I
• 6:22
  set
• 6:22
  out
• 6:23
  at
• 6:23
  the
• 6:23
  beginning,
• 6:23
  that
• 6:23
  sending
• 6:24
  me
• 6:24
  lots
• 6:24
  of
• 6:24
  messages
• 6:25
  won't
• 6:25
  make
• 6:25
  me
• 6:25
  reply
• 6:25
  quicker.
• 6:26
  It's
• 6:26
  fine
• 6:26
  if
• 6:26
  you
• 6:26
  send
• 6:27
  me
• 6:27
  stuff
• 6:27
  so
• 6:27
  that
• 6:27
  I've
• 6:28
  got
• 6:28
  it
• 6:28
  there,
• 6:28
  but
• 6:28
  know
• 6:29
  I've
• 6:29
  received
• 6:29
  it
• 6:29
  and
• 6:30
  know
• 6:30
  that
• 6:30
  I
• 6:30
  will
• 6:31
  go
• 6:31
  back
• 6:31
  to
• 6:32
  you
• 6:32
  in
• 6:32
  the
• 6:33
  timings
• 6:33
  that
• 6:33
  I've
• 6:33
  set
• 6:34
  out
• 6:34
  right
• 6:34
  from
• 6:34
  the
• 6:34
  start.
• 6:35
  So
• 6:35
  communication
• 6:36
  expectations,
• 6:36
  you
• 6:36
  can
• 6:36
  also
• 6:37
  set
• 6:37
  out
• 6:37
  here
• 6:37
  you're
• 6:37
  working
• 6:38
  hours
• 6:38
  if
• 6:38
  you
• 6:39
  want
• 6:39
  to.
• 6:39
  Again,
• 6:39
  this
• 6:40
  may
• 6:40
  be
• 6:40
  different
• 6:40
  for
• 6:41
  every
• 6:41
  one
• 6:41
  of
• 6:41
  you,
• 6:41
  but
• 6:41
  when
• 6:42
  are
• 6:42
  you
• 6:42
  working?
• 6:43
  Do
• 6:43
  you
• 6:43
  want
• 6:43
  to
• 6:43
  set
• 6:43
  out
• 6:43
  that
• 6:44
  you
• 6:44
  work
• 6:44
  certain
• 6:44
  days
• 6:44
  of
• 6:45
  the
• 6:45
  week
• 6:45
  or
• 6:45
  maybe
• 6:45
  you
• 6:45
  have
• 6:46
  a
• 6:46
  day
• 6:46
  off
• 6:46
  that
• 6:46
  you
• 6:46
  never
• 6:47
  work?
• 6:47
  So,
• 6:47
  for
• 6:47
  example,
• 6:48
  I
• 6:48
  don't
• 6:48
  regularly
• 6:49
  reply
• 6:49
  to
• 6:49
  emails
• 6:50
  and
• 6:50
  messages
• 6:50
  on
• 6:51
  Sundays
• 6:51
  because
• 6:51
  that
• 6:51
  tends
• 6:52
  to
• 6:52
  be
• 6:52
  a
• 6:52
  day
• 6:52
  when
• 6:52
  I
• 6:52
  don't
• 6:53
  work
• 6:53
  and
• 6:53
  switch
• 6:53
  off
• 6:54
  and
• 6:54
  be
• 6:54
  with
• 6:54
  my,
• 6:54
  my
• 6:54
  family.
• 6:55
  Actually,
• 6:55
  over
• 6:55
  time
• 6:56
  that's
• 6:56
  kind
• 6:56
  of
• 6:56
  expanded
• 6:57
  to
• 6:57
  the
• 6:57
  whole
• 6:57
  weekend,
• 6:58
  but
• 6:58
  originally
• 6:58
  it
• 6:58
  was
• 6:58
  always
• 6:59
  Sundays.
• 6:59
  And
• 6:59
  so
• 6:59
  I
• 7:00
  would
• 7:00
  often
• 7:00
  say
• 7:00
  don't
• 7:00
  expect
• 7:01
  to
• 7:01
  reply
• 7:01
  on
• 7:01
  a
• 7:01
  Sunday.
• 7:02
  And
• 7:02
  again,
• 7:02
  for
• 7:03
  you,
• 7:03
  whatever
• 7:04
  works
• 7:04
  for
• 7:04
  you.
• 7:05
  If
• 7:05
  you
• 7:05
  have
• 7:05
  those
• 7:05
  expectations,
• 7:06
  you've
• 7:06
  got
• 7:07
  to
• 7:07
  set
• 7:07
  them
• 7:07
  out
• 7:07
  because
• 7:07
  how's
• 7:08
  anyone
• 7:08
  else
• 7:08
  going
• 7:08
  to
• 7:09
  know
• 7:09
  that
• 7:09
  Monday's
• 7:09
  your
• 7:10
  special
• 7:10
  day
• 7:10
  of
• 7:10
  the
• 7:10
  week
• 7:11
  if
• 7:11
  you
• 7:11
  don't
• 7:11
  tell
• 7:11
  them?
• 7:11
  So
• 7:12
  this
• 7:12
  onboarding
• 7:12
  document
• 7:13
  is
• 7:13
  going
• 7:13
  to
• 7:13
  set
• 7:13
  out
• 7:14
  those
• 7:14
  expectations
• 7:15
  right
• 7:15
  from
• 7:15
  day
• 7:15
  one,
• 7:16
  which
• 7:16
  is
• 7:16
  going
• 7:16
  to
• 7:17
  enable
• 7:17
  your
• 7:17
  client
• 7:18
  and
• 7:18
  you
• 7:18
  to
• 7:18
  have
• 7:18
  a
• 7:18
  great
• 7:19
  relationship
• 7:19
  for
• 7:19
  everyone
• 7:20
  to
• 7:20
  understand
• 7:20
  where
• 7:21
  they
• 7:21
  stand
• 7:21
  on
• 7:22
  communication
• 7:22
  and
• 7:22
  expectations,
• 7:23
  for
• 7:24
  everyone
• 7:24
  to
• 7:24
  know
• 7:24
  what's
• 7:24
  happening
• 7:25
  in
• 7:25
  the
• 7:25
  timeline,
• 7:26
  but
• 7:26
  also
• 7:27
  going
• 7:27
  to
• 7:27
  serve,
• 7:27
  as
• 7:28
  I
• 7:28
  said
• 7:28
  before,
• 7:29
  as
• 7:29
  a
• 7:29
  way
• 7:29
  for
• 7:29
  you
• 7:30
  to
• 7:30
  push
• 7:30
  back
• 7:31
  if
• 7:31
  those
• 7:31
  boundaries
• 7:32
  are
• 7:32
  broken.
• 7:32
  Now,
• 7:33
  if
• 7:33
  you
• 7:33
  have
• 7:33
  no
• 7:33
  onboarding
• 7:34
  document
• 7:34
  and
• 7:34
  people
• 7:34
  start
• 7:35
  messaging
• 7:35
  at
• 7:35
  2
• 7:35
  o'
• 7:36
  clock
• 7:36
  in
• 7:36
  the
• 7:36
  morning,
• 7:36
  it's
• 7:36
  quite
• 7:37
  difficult
• 7:37
  for
• 7:37
  you
• 7:37
  to
• 7:37
  go
• 7:37
  back
• 7:38
  and
• 7:38
  go,
• 7:38
  can
• 7:38
  you
• 7:38
  not
• 7:38
  message
• 7:39
  me
• 7:39
  at
• 7:39
  2
• 7:39
  o'
• 7:39
  clock
• 7:39
  in
• 7:39
  the
• 7:39
  morning
• 7:40
  because
• 7:40
  you
• 7:40
  haven't
• 7:40
  told
• 7:40
  them?
• 7:41
  They
• 7:41
  can't.
• 7:41
  However,
• 7:42
  if
• 7:42
  they
• 7:42
  start
• 7:43
  doing
• 7:43
  something
• 7:43
  that
• 7:43
  really
• 7:44
  breaches
• 7:44
  what
• 7:44
  you
• 7:45
  set
• 7:45
  out
• 7:45
  in
• 7:45
  your
• 7:45
  document.
• 7:46
  For
• 7:46
  example,
• 7:46
  if
• 7:46
  you
• 7:46
  say,
• 7:47
  only
• 7:47
  send
• 7:47
  me
• 7:47
  questions
• 7:48
  on
• 7:48
  email
• 7:48
  and
• 7:49
  they
• 7:49
  start
• 7:49
  sending
• 7:49
  everything
• 7:50
  on
• 7:50
  text
• 7:50
  message,
• 7:51
  well,
• 7:51
  you
• 7:51
  can
• 7:51
  then
• 7:51
  go
• 7:52
  back
• 7:52
  and
• 7:52
  go.
• 7:52
  Just
• 7:52
  a
• 7:52
  reminder
• 7:53
  that
• 7:53
  Actually,
• 7:53
  I
• 7:54
  don't
• 7:54
  review
• 7:54
  the
• 7:54
  text
• 7:54
  messages
• 7:55
  from
• 7:55
  clients,
• 7:55
  so
• 7:56
  if
• 7:56
  you
• 7:56
  want
• 7:56
  something
• 7:56
  done,
• 7:57
  please
• 7:57
  send
• 7:57
  it
• 7:57
  on
• 7:58
  email
• 7:58
  where
• 7:58
  I'm
• 7:58
  going
• 7:58
  to
• 7:58
  be
• 7:59
  doing
• 7:59
  all
• 7:59
  of
• 7:59
  my
• 7:59
  admin.
• 8:00
  It's
• 8:00
  easier
• 8:00
  when
• 8:01
  you
• 8:01
  set
• 8:01
  out
• 8:01
  the
• 8:01
  expectations,
• 8:03
  especially
• 8:03
  when
• 8:03
  someone
• 8:04
  reaches
• 8:04
  them.
• 8:05
  Now,
• 8:05
  as
• 8:05
  I
• 8:05
  said,
• 8:05
  the
• 8:06
  form
• 8:06
  of
• 8:06
  this
• 8:06
  onboarding
• 8:07
  document
• 8:07
  can
• 8:07
  come
• 8:07
  however
• 8:08
  you
• 8:08
  like.
• 8:08
  It's
• 8:09
  going
• 8:09
  to
• 8:09
  depend
• 8:09
  on
• 8:09
  you,
• 8:10
  your
• 8:10
  business,
• 8:10
  and
• 8:10
  also
• 8:11
  the
• 8:11
  level
• 8:11
  of
• 8:12
  service
• 8:12
  and
• 8:12
  level
• 8:12
  of
• 8:13
  expectation
• 8:13
  from
• 8:14
  your
• 8:14
  clients.
• 8:14
  If
• 8:14
  you're
• 8:15
  serving
• 8:15
  people
• 8:15
  who
• 8:15
  are
• 8:15
  spending
• 8:16
  a
• 8:16
  lot
• 8:16
  of
• 8:16
  money
• 8:16
  with
• 8:16
  you,
• 8:16
  then
• 8:17
  you
• 8:17
  may
• 8:17
  want
• 8:17
  to
• 8:17
  go
• 8:17
  above
• 8:18
  and
• 8:18
  beyond
• 8:18
  with
• 8:18
  this.
• 8:19
  Send
• 8:19
  it
• 8:19
  out
• 8:19
  as
• 8:19
  part
• 8:20
  of
• 8:20
  a
• 8:20
  welcome
• 8:20
  pack
• 8:21
  I
• 8:21
  always
• 8:21
  remember,
• 8:22
  and
• 8:22
  I
• 8:22
  talk
• 8:22
  about
• 8:22
  it
• 8:22
  a
• 8:22
  lot
• 8:23
  when
• 8:23
  I
• 8:23
  signed
• 8:23
  up
• 8:23
  with
• 8:24
  Becky
• 8:24
  Lord
• 8:24
  to
• 8:24
  have
• 8:25
  my
• 8:25
  website
• 8:25
  designed
• 8:26
  and
• 8:26
  my
• 8:26
  onboarding
• 8:27
  information
• 8:27
  came.
• 8:28
  But
• 8:28
  it
• 8:28
  came
• 8:28
  in
• 8:29
  a
• 8:29
  little
• 8:29
  gift
• 8:29
  set
• 8:29
  with
• 8:30
  some
• 8:30
  Prosecco
• 8:31
  fluff
• 8:31
  and
• 8:31
  a
• 8:31
  face
• 8:32
  mask
• 8:32
  and
• 8:32
  I
• 8:33
  will
• 8:33
  never
• 8:33
  forget
• 8:33
  it.
• 8:33
  It
• 8:33
  was
• 8:34
  a
• 8:34
  lovely
• 8:34
  way
• 8:34
  to
• 8:34
  get
• 8:35
  an
• 8:35
  important
• 8:35
  document
• 8:36
  because
• 8:36
  it
• 8:36
  also
• 8:36
  made
• 8:37
  me
• 8:37
  feel
• 8:37
  valued
• 8:38
  as
• 8:38
  a
• 8:38
  customer.
• 8:39
  I'd
• 8:39
  spent
• 8:39
  a
• 8:40
  lot
• 8:40
  of
• 8:40
  money
• 8:40
  with
• 8:40
  her.
• 8:40
  I
• 8:41
  was
• 8:41
  grateful
• 8:41
  that
• 8:41
  she'd
• 8:42
  set
• 8:42
  this
• 8:42
  out
• 8:42
  for
• 8:42
  me.
• 8:43
  So
• 8:43
  perhaps
• 8:43
  for
• 8:44
  you,
• 8:44
  you
• 8:44
  do
• 8:44
  need
• 8:44
  to
• 8:44
  send
• 8:45
  it
• 8:45
  as
• 8:45
  part
• 8:45
  of
• 8:45
  a
• 8:45
  bigger
• 8:46
  set
• 8:46
  and
• 8:46
  make
• 8:46
  it
• 8:47
  part
• 8:47
  of
• 8:47
  the
• 8:47
  customer
• 8:47
  experience.
• 8:48
  Or
• 8:48
  maybe
• 8:49
  you
• 8:49
  put
• 8:49
  it
• 8:49
  in
• 8:49
  audio
• 8:50
  or
• 8:50
  visual
• 8:50
  form
• 8:51
  like
• 8:51
  a
• 8:51
  welcome
• 8:51
  video
• 8:52
  or
• 8:52
  an
• 8:52
  audio.
• 8:53
  Or
• 8:53
  maybe
• 8:53
  it's
• 8:53
  just
• 8:54
  a
• 8:54
  simple
• 8:54
  PDF
• 8:55
  that
• 8:55
  you
• 8:55
  send
• 8:55
  over
• 8:56
  as
• 8:56
  a
• 8:56
  welcome.
• 8:57
  As
• 8:57
  a
• 8:57
  yay,
• 8:58
  I
• 8:58
  can't
• 8:58
  wait
• 8:58
  to
• 8:58
  work
• 8:58
  with
• 8:59
  you
• 8:59
  expectation.
• 9:00
  So
• 9:00
  we've
• 9:00
  talked
• 9:01
  about
• 9:01
  setting
• 9:01
  boundari
• 9:02
  expectations.
• 9:02
  We've
• 9:03
  talked
• 9:03
  about
• 9:03
  having
• 9:04
  this
• 9:04
  onboarding
• 9:05
  document
• 9:05
  that's
• 9:05
  either
• 9:05
  sent
• 9:06
  to
• 9:06
  them
• 9:06
  via
• 9:06
  email
• 9:06
  or
• 9:07
  sent
• 9:07
  in
• 9:07
  the
• 9:07
  post.
• 9:07
  The
• 9:08
  number
• 9:08
  three
• 9:08
  thing
• 9:08
  I
• 9:08
  want
• 9:08
  to
• 9:09
  talk
• 9:09
  about
• 9:09
  when
• 9:09
  it
• 9:09
  comes
• 9:09
  to
• 9:09
  customer
• 9:10
  service
• 9:10
  is
• 9:10
  panicky
• 9:11
  couples.
• 9:12
  Now,
• 9:12
  I
• 9:12
  find
• 9:12
  in
• 9:13
  my
• 9:13
  experience
• 9:13
  of
• 9:14
  working
• 9:14
  with
• 9:14
  lots
• 9:14
  of
• 9:15
  you
• 9:15
  over
• 9:15
  a
• 9:15
  long
• 9:15
  time,
• 9:16
  that
• 9:16
  couples
• 9:16
  tend
• 9:17
  to
• 9:17
  panic
• 9:17
  when
• 9:17
  they
• 9:18
  don't
• 9:18
  hear
• 9:18
  from
• 9:19
  wedding
• 9:19
  pros
• 9:19
  for
• 9:20
  a
• 9:20
  long,
• 9:20
  sustained
• 9:21
  period
• 9:21
  of
• 9:21
  time.
• 9:21
  They
• 9:22
  see
• 9:22
  things
• 9:22
  on
• 9:22
  the
• 9:22
  news
• 9:23
  about
• 9:23
  scams.
• 9:23
  They
• 9:24
  see
• 9:24
  things
• 9:24
  about
• 9:24
  wedding
• 9:25
  businesses
• 9:25
  shutting
• 9:26
  down
• 9:26
  in
• 9:26
  Facebook
• 9:27
  groups
• 9:27
  and
• 9:27
  places
• 9:28
  like
• 9:28
  that.
• 9:28
  Or
• 9:28
  they
• 9:28
  just
• 9:29
  get
• 9:29
  unsettled
• 9:29
  because
• 9:30
  they
• 9:30
  worry
• 9:30
  they
• 9:30
  haven't
• 9:31
  heard
• 9:31
  anything
• 9:31
  and
• 9:31
  it's
• 9:32
  been
• 9:32
  a
• 9:32
  long
• 9:32
  time.
• 9:32
  If
• 9:32
  someone
• 9:33
  gets
• 9:33
  eng
• 9:34
  and
• 9:34
  books
• 9:34
  you
• 9:35
  in
• 9:35
  2025
• 9:36
  and
• 9:36
  they're
• 9:37
  not
• 9:37
  getting
• 9:37
  married
• 9:37
  till
• 9:37
  2027
• 9:38
  yet
• 9:39
  your
• 9:39
  timeline
• 9:39
  means
• 9:40
  you
• 9:40
  don't
• 9:40
  contact
• 9:40
  them
• 9:41
  again
• 9:41
  until
• 9:41
  one
• 9:41
  month
• 9:41
  before
• 9:42
  their
• 9:42
  wedding.
• 9:42
  That's
• 9:43
  a
• 9:43
  long
• 9:43
  period
• 9:43
  of
• 9:44
  time
• 9:44
  for
• 9:44
  them
• 9:44
  to
• 9:44
  panic,
• 9:45
  worry,
• 9:45
  or
• 9:46
  start
• 9:46
  stressing
• 9:46
  that
• 9:47
  you
• 9:47
  don't
• 9:47
  exist.
• 9:47
  So
• 9:48
  how
• 9:48
  can
• 9:48
  we
• 9:49
  as
• 9:49
  wedding
• 9:49
  pros
• 9:49
  and
• 9:50
  venues
• 9:50
  overcome
• 9:50
  that?
• 9:51
  Well,
• 9:51
  I
• 9:51
  think
• 9:51
  it's
• 9:51
  really
• 9:51
  important
• 9:52
  that
• 9:52
  whether
• 9:52
  our
• 9:53
  client
• 9:53
  is
• 9:53
  getting
• 9:53
  married
• 9:54
  next
• 9:54
  week
• 9:54
  or
• 9:54
  in
• 9:55
  five
• 9:55
  years
• 9:55
  time,
• 9:55
  that
• 9:56
  we
• 9:56
  make
• 9:56
  sure
• 9:56
  we're
• 9:56
  giving
• 9:57
  them
• 9:57
  regular
• 9:57
  updates
• 9:58
  and
• 9:58
  keeping
• 9:58
  them
• 9:59
  in
• 9:59
  the
• 9:59
  loop.
• 10:00
  Now
• 10:00
  I
• 10:00
  know
• 10:00
  this
• 10:00
  for
• 10:00
  some
• 10:01
  of
• 10:01
  you
• 10:01
  will
• 10:01
  be
• 10:01
  a
• 10:01
  lot
• 10:01
  of
• 10:01
  work,
• 10:02
  which
• 10:02
  is
• 10:02
  why
• 10:02
  I
• 10:02
  highly
• 10:03
  recommend
• 10:03
  that
• 10:03
  you
• 10:04
  make
• 10:04
  it
• 10:04
  automated.
• 10:04
  I
• 10:05
  talked
• 10:05
  in
• 10:05
  the
• 10:05
  last
• 10:05
  Epis
• 10:06
  episode
• 10:06
  about
• 10:06
  the
• 10:06
  power
• 10:07
  of
• 10:07
  systems
• 10:07
  such
• 10:07
  as
• 10:08
  Bright
• 10:08
  Biz,
• 10:08
  Dubsado,
• 10:09
  Wed
• 10:09
  Pro
• 10:09
  by
• 10:10
  Weddings.
• 10:10
  There's
• 10:10
  loads
• 10:10
  of
• 10:11
  great
• 10:11
  systems
• 10:11
  eternity
• 10:12
  that
• 10:12
  you
• 10:12
  can
• 10:12
  use
• 10:13
  Aisle
• 10:13
  Planner.
• 10:14
  But
• 10:14
  having
• 10:14
  a
• 10:14
  system
• 10:15
  will
• 10:15
  help
• 10:15
  you
• 10:15
  do
• 10:16
  this
• 10:16
  in
• 10:16
  a
• 10:16
  lot
• 10:16
  less
• 10:16
  time
• 10:17
  and
• 10:17
  a
• 10:17
  lot
• 10:17
  more
• 10:17
  efficiently.
• 10:18
  So
• 10:18
  when
• 10:19
  you
• 10:19
  work
• 10:19
  with
• 10:20
  one
• 10:20
  of
• 10:20
  these
• 10:20
  systems
• 10:20
  and
• 10:21
  you
• 10:21
  put
• 10:21
  in
• 10:21
  the
• 10:21
  wedding
• 10:22
  date,
• 10:22
  what
• 10:22
  you
• 10:22
  can
• 10:23
  do
• 10:23
  is
• 10:23
  set
• 10:24
  emails
• 10:24
  to
• 10:24
  go
• 10:24
  out
• 10:25
  at
• 10:25
  certain
• 10:25
  periods
• 10:26
  either
• 10:26
  before
• 10:26
  or
• 10:27
  after
• 10:27
  the
• 10:27
  wedding
• 10:27
  date.
• 10:28
  So
• 10:28
  for
• 10:28
  example,
• 10:29
  you
• 10:29
  could
• 10:29
  set
• 10:29
  an
• 10:29
  email
• 10:30
  in
• 10:30
  your
• 10:30
  system
• 10:31
  that
• 10:31
  goes
• 10:31
  out
• 10:31
  to
• 10:31
  a
• 10:32
  couple
• 10:32
  exactly
• 10:33
  six
• 10:33
  months
• 10:33
  before
• 10:33
  their
• 10:34
  wedding
• 10:34
  date.
• 10:34
  Just
• 10:34
  saying,
• 10:35
  hey,
• 10:35
  exciting
• 10:35
  news,
• 10:35
  it's
• 10:36
  six
• 10:36
  months,
• 10:36
  your
• 10:36
  wedding
• 10:37
  day.
• 10:37
  Just
• 10:37
  a
• 10:37
  reminder,
• 10:38
  here's
• 10:38
  the
• 10:38
  timeline.
• 10:39
  We're
• 10:39
  really
• 10:39
  looking
• 10:39
  forward
• 10:39
  to
• 10:40
  working
• 10:40
  with
• 10:40
  you.
• 10:40
  So
• 10:40
  it
• 10:40
  can
• 10:41
  be
• 10:41
  a
• 10:41
  fairly
• 10:41
  generic
• 10:41
  email,
• 10:42
  but
• 10:42
  the
• 10:42
  great
• 10:42
  news
• 10:43
  is
• 10:43
  they're
• 10:43
  hearing
• 10:44
  from
• 10:44
  you
• 10:44
  six
• 10:45
  months
• 10:45
  before,
• 10:45
  three
• 10:46
  months
• 10:46
  before,
• 10:46
  two
• 10:46
  months
• 10:47
  before,
• 10:47
  nine
• 10:47
  months
• 10:47
  before,
• 10:48
  whatever
• 10:48
  you
• 10:48
  want
• 10:48
  to
• 10:49
  set
• 10:49
  it
• 10:49
  as.
• 10:49
  You
• 10:49
  can
• 10:49
  set
• 10:50
  it
• 10:50
  as
• 10:50
  many
• 10:50
  times
• 10:50
  as
• 10:50
  you
• 10:50
  want.
• 10:51
  And
• 10:51
  it's
• 10:51
  reminding
• 10:52
  them,
• 10:52
  yep,
• 10:52
  they're
• 10:52
  still,
• 10:53
  they're
• 10:53
  really
• 10:53
  remembering
• 10:54
  me,
• 10:54
  they're
• 10:54
  valuing
• 10:54
  me
• 10:55
  as
• 10:55
  an
• 10:55
  individual.
• 10:55
  They're
• 10:56
  not
• 10:56
  a
• 10:56
  scam.
• 10:56
  It's
• 10:57
  definitely
• 10:57
  happening.
• 10:57
  I
• 10:58
  don't
• 10:58
  need
• 10:58
  to
• 10:58
  panic,
• 10:58
  I
• 10:59
  know
• 10:59
  this
• 10:59
  is
• 10:59
  happening.
• 10:59
  They're
• 11:00
  keeping
• 11:00
  in
• 11:00
  regular
• 11:00
  contact
• 11:01
  with
• 11:01
  me.
• 11:01
  And
• 11:01
  the
• 11:01
  great
• 11:01
  thing
• 11:02
  is
• 11:02
  if
• 11:02
  you
• 11:02
  set
• 11:02
  this
• 11:02
  up
• 11:03
  in
• 11:03
  an
• 11:03
  automated
• 11:03
  system,
• 11:04
  you're
• 11:04
  not
• 11:04
  having
• 11:04
  to
• 11:04
  do
• 11:05
  all
• 11:05
  of
• 11:05
  those
• 11:05
  reminders
• 11:06
  manually
• 11:06
  because
• 11:06
  that's
• 11:07
  when
• 11:07
  things
• 11:07
  slip
• 11:07
  through
• 11:07
  the
• 11:08
  gaps.
• 11:08
  So
• 11:08
  your
• 11:08
  customers
• 11:09
  are
• 11:09
  being
• 11:10
  served
• 11:10
  without
• 11:10
  any
• 11:11
  energy
• 11:11
  or
• 11:11
  effort
• 11:12
  from
• 11:12
  you
• 11:12
  other
• 11:12
  than
• 11:12
  setting
• 11:13
  it
• 11:13
  up
• 11:13
  in
• 11:13
  the
• 11:13
  first
• 11:14
  place.
• 11:14
  The
• 11:14
  other
• 11:14
  great
• 11:14
  thing
• 11:15
  is
• 11:15
  when
• 11:15
  you
• 11:15
  start
• 11:15
  digging
• 11:16
  into
• 11:16
  some
• 11:16
  of
• 11:16
  these
• 11:16
  automations
• 11:17
  is
• 11:17
  actually
• 11:18
  you
• 11:18
  can
• 11:18
  use
• 11:18
  them
• 11:18
  for
• 11:19
  upsells.
• 11:19
  I'm
• 11:19
  working
• 11:19
  with
• 11:20
  a
• 11:20
  one
• 11:20
  to
• 11:20
  one
• 11:20
  client
• 11:20
  at
• 11:21
  the
• 11:21
  moment
• 11:21
  where
• 11:21
  the
• 11:21
  agency
• 11:22
  is
• 11:22
  building
• 11:22
  out
• 11:23
  their
• 11:23
  system
• 11:23
  for
• 11:23
  them.
• 11:24
  And
• 11:24
  we've
• 11:24
  talked
• 11:25
  about
• 11:25
  some
• 11:25
  of
• 11:25
  these
• 11:25
  automated
• 11:26
  emails
• 11:26
  and
• 11:26
  making
• 11:27
  sure
• 11:27
  that
• 11:27
  maybe
• 11:27
  at
• 11:27
  three
• 11:28
  months
• 11:28
  before
• 11:28
  the
• 11:28
  wedding
• 11:29
  that
• 11:29
  one
• 11:29
  of
• 11:29
  those
• 11:30
  emails
• 11:30
  includes
• 11:31
  an
• 11:31
  opportunity
• 11:31
  to
• 11:32
  upsell
• 11:32
  to
• 11:32
  some
• 11:32
  of
• 11:33
  their
• 11:33
  other
• 11:33
  products
• 11:33
  because
• 11:34
  it
• 11:34
  may
• 11:34
  be
• 11:34
  that
• 11:34
  that
• 11:34
  couple
• 11:35
  get
• 11:35
  to
• 11:35
  three
• 11:35
  months
• 11:35
  before
• 11:36
  the
• 11:36
  wedding
• 11:36
  and
• 11:36
  have
• 11:36
  some
• 11:37
  additional
• 11:37
  budget
• 11:37
  while
• 11:38
  now
• 11:38
  we're
• 11:38
  landing
• 11:38
  in
• 11:38
  their
• 11:38
  inbox
• 11:39
  not
• 11:39
  only
• 11:39
  with
• 11:39
  an
• 11:39
  update
• 11:40
  but
• 11:40
  also
• 11:40
  with
• 11:40
  an
• 11:41
  opportun
• 11:41
  for
• 11:42
  them
• 11:42
  to
• 11:42
  spend
• 11:42
  more
• 11:43
  money
• 11:43
  with
• 11:43
  us.
• 11:44
  So
• 11:44
  these
• 11:44
  emails
• 11:45
  and
• 11:45
  touch
• 11:45
  points
• 11:45
  are
• 11:46
  vitally
• 11:46
  important
• 11:46
  for
• 11:47
  you
• 11:47
  as
• 11:47
  a
• 11:47
  business
• 11:47
  owner
• 11:48
  to
• 11:48
  make
• 11:48
  sure
• 11:48
  that
• 11:49
  you're
• 11:49
  giving
• 11:49
  yourself
• 11:49
  the
• 11:50
  best
• 11:50
  opportunity
• 11:50
  to
• 11:50
  make
• 11:51
  more
• 11:51
  money.
• 11:51
  But
• 11:52
  also
• 11:52
  they're
• 11:53
  super
• 11:53
  important
• 11:54
  for
• 11:54
  the
• 11:54
  couple
• 11:55
  because
• 11:55
  they
• 11:55
  know
• 11:56
  that
• 11:56
  you
• 11:56
  exist
• 11:56
  and
• 11:56
  they're
• 11:57
  getting
• 11:57
  that
• 11:57
  reassurance
• 11:58
  that
• 11:58
  they
• 11:58
  need
• 11:59
  because
• 11:59
  silence
• 11:59
  equals
• 12:00
  panic.
• 12:00
  Okay,
• 12:01
  number
• 12:01
  four
• 12:02
  on
• 12:02
  my
• 12:02
  list
• 12:02
  is
• 12:03
  thinking
• 12:03
  about
• 12:03
  how
• 12:03
  you
• 12:04
  can
• 12:04
  include
• 12:04
  the
• 12:04
  element
• 12:05
  of
• 12:05
  surprise
• 12:05
  and
• 12:06
  delight
• 12:06
  if
• 12:06
  you
• 12:07
  want
• 12:07
  to
• 12:07
  be
• 12:07
  exceptional
• 12:08
  at
• 12:08
  customer
• 12:08
  service.
• 12:09
  Surprise
• 12:09
  and
• 12:09
  delight
• 12:10
  is
• 12:10
  one
• 12:10
  of
• 12:10
  the
• 12:10
  best
• 12:11
  methods
• 12:11
  that
• 12:11
  you
• 12:12
  are
• 12:12
  going
• 12:12
  to
• 12:12
  have
• 12:12
  for
• 12:12
  doing
• 12:13
  this.
• 12:13
  Surprise
• 12:13
  and
• 12:13
  delight
• 12:14
  is
• 12:14
  exactly
• 12:14
  that.
• 12:15
  You're
• 12:15
  giving
• 12:15
  your
• 12:15
  couple
• 12:15
  something
• 12:16
  that
• 12:16
  they're
• 12:16
  not
• 12:16
  expecting
• 12:17
  and
• 12:17
  they're
• 12:17
  delighted
• 12:18
  with.
• 12:18
  There
• 12:18
  are
• 12:18
  multiple
• 12:19
  ways
• 12:19
  you
• 12:19
  can
• 12:20
  do
• 12:20
  this.
• 12:20
  You
• 12:20
  can
• 12:20
  go
• 12:21
  extravagant
• 12:21
  and
• 12:21
  big,
• 12:22
  you
• 12:22
  can
• 12:22
  go
• 12:22
  very
• 12:22
  small.
• 12:23
  But
• 12:23
  just
• 12:23
  showing
• 12:24
  that
• 12:24
  you
• 12:24
  care,
• 12:25
  showing
• 12:25
  that
• 12:25
  you're
• 12:26
  thinking
• 12:26
  about
• 12:26
  your
• 12:26
  customers,
• 12:27
  will
• 12:27
  go
• 12:28
  a
• 12:28
  long
• 12:28
  way
• 12:28
  and
• 12:28
  make
• 12:29
  you
• 12:29
  memorable.
• 12:29
  So
• 12:30
  how
• 12:30
  can
• 12:30
  you
• 12:30
  make
• 12:30
  your
• 12:31
  customers
• 12:31
  feel
• 12:32
  extra
• 12:32
  special
• 12:32
  on
• 12:33
  the
• 12:33
  journey
• 12:33
  once
• 12:34
  they've
• 12:34
  spent
• 12:34
  money
• 12:34
  with
• 12:34
  you
• 12:35
  and
• 12:35
  up
• 12:35
  until
• 12:36
  and
• 12:36
  after
• 12:36
  their
• 12:37
  wedding?
• 12:37
  Well,
• 12:37
  first
• 12:37
  thing
• 12:38
  is
• 12:38
  a
• 12:38
  great
• 12:38
  time
• 12:38
  to
• 12:39
  do
• 12:39
  it
• 12:39
  is
• 12:39
  the
• 12:39
  onboarding.
• 12:40
  As
• 12:40
  I
• 12:40
  talked
• 12:40
  about
• 12:40
  earlier,
• 12:41
  sending
• 12:41
  them
• 12:41
  some
• 12:41
  kind
• 12:41
  of
• 12:42
  gift
• 12:42
  in
• 12:42
  the
• 12:42
  post,
• 12:43
  some
• 12:43
  kind
• 12:43
  of
• 12:43
  congratulations
• 12:44
  card,
• 12:45
  card,
• 12:45
  some
• 12:45
  kind
• 12:45
  of
• 12:46
  something
• 12:46
  along
• 12:46
  with
• 12:46
  the
• 12:46
  onboarding
• 12:47
  document.
• 12:47
  That's
• 12:47
  a
• 12:48
  great
• 12:48
  time
• 12:48
  to
• 12:48
  do
• 12:48
  it.
• 12:48
  Or
• 12:49
  six
• 12:49
  months
• 12:49
  before
• 12:50
  the
• 12:50
  wedding,
• 12:50
  could
• 12:50
  you
• 12:51
  send
• 12:51
  them
• 12:51
  a
• 12:51
  little
• 12:51
  postcard,
• 12:52
  a
• 12:52
  magnet?
• 12:52
  Six
• 12:53
  months
• 12:53
  until
• 12:53
  you
• 12:53
  become
• 12:54
  Mr.
• 12:54
  And
• 12:55
  Mrs.
• 12:55
  Mrs.
• 12:55
  And
• 12:55
  Mrs.
• 12:56
  In
• 12:56
  six
• 12:56
  months
• 12:56
  time,
• 12:57
  we're
• 12:57
  going
• 12:57
  to
• 12:57
  be
• 12:57
  enjoying
• 12:58
  your
• 12:58
  wedding
• 12:58
  day
• 12:58
  with
• 12:58
  a
• 12:59
  little
• 12:59
  gift.
• 12:59
  I
• 12:59
  don't
• 13:00
  know
• 13:00
  what
• 13:00
  it
• 13:00
  is
• 13:00
  for
• 13:00
  you.
• 13:00
  Maybe
• 13:01
  it's
• 13:01
  just
• 13:01
  a
• 13:01
  postcard.
• 13:02
  Sometimes
• 13:02
  a
• 13:02
  postcard
• 13:03
  is
• 13:03
  enough.
• 13:03
  Doesn't
• 13:03
  always
• 13:04
  have
• 13:04
  to
• 13:04
  be
• 13:04
  a
• 13:04
  gift.
• 13:05
  But
• 13:05
  if
• 13:05
  you
• 13:05
  show
• 13:05
  you
• 13:06
  spent
• 13:06
  the
• 13:06
  time
• 13:06
  writing
• 13:07
  something
• 13:07
  out
• 13:07
  and
• 13:07
  send
• 13:07
  it
• 13:07
  to
• 13:08
  them
• 13:08
  in
• 13:08
  the
• 13:08
  post,
• 13:08
  it
• 13:08
  will
• 13:09
  go
• 13:09
  an
• 13:09
  awfully
• 13:09
  long
• 13:10
  way.
• 13:10
  Another
• 13:10
  great
• 13:11
  time
• 13:11
  to
• 13:11
  surprise
• 13:12
  and
• 13:12
  delight
• 13:12
  people
• 13:12
  from
• 13:13
  a
• 13:13
  psychological
• 13:14
  point
• 13:14
  of
• 13:14
  view
• 13:14
  is
• 13:14
  just
• 13:15
  before
• 13:15
  their
• 13:15
  final
• 13:16
  bag
• 13:16
  balance
• 13:16
  is
• 13:16
  due
• 13:17
  again.
• 13:17
  If
• 13:17
  someone
• 13:18
  books
• 13:18
  you
• 13:18
  in
• 13:19
  2025
• 13:19
  and
• 13:20
  they
• 13:20
  agree
• 13:20
  to
• 13:20
  pay
• 13:20
  you
• 13:21
  a
• 13:21
  large
• 13:21
  amount
• 13:21
  of
• 13:21
  money,
• 13:21
  they'll
• 13:22
  pay
• 13:22
  their
• 13:22
  fee
• 13:22
  up
• 13:22
  front.
• 13:23
  And
• 13:23
  for
• 13:23
  some
• 13:23
  of
• 13:23
  you,
• 13:23
  they
• 13:24
  then
• 13:24
  don't
• 13:24
  pay
• 13:24
  you
• 13:24
  that
• 13:24
  large
• 13:25
  amount
• 13:25
  of
• 13:25
  money
• 13:25
  until
• 13:26
  much
• 13:26
  closer
• 13:26
  to
• 13:27
  the
• 13:27
  wedding
• 13:27
  day.
• 13:27
  And
• 13:27
  that
• 13:28
  could
• 13:28
  be
• 13:28
  6,
• 13:28
  9,
• 13:29
  12,
• 13:29
  18
• 13:29
  months
• 13:30
  after
• 13:30
  you
• 13:30
  first
• 13:31
  met.
• 13:31
  So
• 13:31
  if
• 13:32
  we
• 13:32
  do
• 13:32
  something
• 13:33
  maybe
• 13:33
  two
• 13:33
  or
• 13:34
  three
• 13:34
  weeks
• 13:34
  before
• 13:34
  that
• 13:35
  money
• 13:35
  is
• 13:35
  due,
• 13:35
  where
• 13:36
  we
• 13:36
  give
• 13:36
  them
• 13:36
  a
• 13:36
  bit
• 13:36
  of
• 13:37
  surprise
• 13:37
  and
• 13:37
  delight
• 13:37
  out
• 13:38
  of
• 13:38
  nowhere,
• 13:38
  then
• 13:39
  they're
• 13:39
  going
• 13:39
  to
• 13:39
  feel
• 13:39
  a
• 13:40
  lot
• 13:40
  happier.
• 13:40
  When
• 13:40
  that
• 13:40
  bill
• 13:41
  comes
• 13:41
  in,
• 13:41
  in
• 13:41
  the
• 13:42
  next
• 13:42
  next
• 13:42
  few
• 13:43
  months,
• 13:43
  I'm
• 13:43
  going
• 13:43
  to
• 13:43
  let
• 13:44
  you
• 13:44
  into
• 13:44
  a
• 13:44
  little
• 13:44
  secret.
• 13:44
  We
• 13:44
  Used
• 13:45
  to
• 13:45
  do
• 13:45
  this
• 13:45
  with
• 13:45
  our
• 13:45
  wedding
• 13:46
  business
• 13:46
  retreat.
• 13:47
  So
• 13:47
  when
• 13:47
  we
• 13:48
  ran
• 13:48
  the
• 13:48
  wedding
• 13:48
  business
• 13:48
  retreat,
• 13:49
  there
• 13:49
  would
• 13:49
  be
• 13:49
  a
• 13:49
  small
• 13:50
  amount
• 13:50
  to
• 13:50
  pay
• 13:50
  and
• 13:50
  then
• 13:51
  a
• 13:51
  larger
• 13:51
  amount
• 13:51
  to
• 13:51
  pay
• 13:52
  up
• 13:52
  front
• 13:52
  and
• 13:52
  we
• 13:53
  would
• 13:53
  always
• 13:53
  send
• 13:53
  a
• 13:54
  little
• 13:54
  gift
• 13:54
  in
• 13:54
  the
• 13:55
  post.
• 13:55
  But
• 13:55
  we
• 13:55
  before
• 13:56
  the
• 13:56
  retreat
• 13:56
  to
• 13:57
  say
• 13:57
  we're,
• 13:57
  we're
• 13:57
  really
• 13:57
  excited
• 13:58
  to
• 13:58
  see
• 13:58
  you
• 13:58
  at
• 13:58
  the
• 13:58
  retreat.
• 13:59
  But
• 13:59
  we
• 13:59
  made
• 13:59
  sure
• 13:59
  we
• 14:00
  timed
• 14:00
  it
• 14:00
  so
• 14:00
  that
• 14:01
  that
• 14:01
  gift
• 14:01
  landed
• 14:02
  on
• 14:02
  the
• 14:02
  doorsteps
• 14:03
  just
• 14:03
  before
• 14:03
  they
• 14:03
  had
• 14:04
  to
• 14:04
  pay
• 14:04
  their
• 14:04
  final
• 14:04
  balance
• 14:05
  to
• 14:05
  remind
• 14:05
  them
• 14:05
  that
• 14:06
  we
• 14:06
  cared,
• 14:06
  to
• 14:06
  remind
• 14:07
  them
• 14:07
  that
• 14:07
  we
• 14:07
  were
• 14:07
  excited
• 14:07
  to
• 14:08
  see
• 14:08
  them,
• 14:08
  to
• 14:08
  get
• 14:08
  them
• 14:09
  in
• 14:09
  that
• 14:09
  zone.
• 14:10
  And
• 14:10
  so
• 14:10
  that
• 14:11
  money
• 14:11
  didn't
• 14:11
  feel
• 14:11
  like
• 14:12
  such
• 14:12
  a
• 14:12
  scary
• 14:12
  thing
• 14:13
  to
• 14:13
  be
• 14:13
  paid
• 14:13
  paying.
• 14:14
  So
• 14:14
  can
• 14:14
  you
• 14:14
  tap
• 14:14
  into
• 14:15
  that?
• 14:15
  Is
• 14:15
  there
• 14:15
  something
• 14:16
  in
• 14:16
  your
• 14:16
  system
• 14:16
  where
• 14:17
  you
• 14:17
  can
• 14:17
  send
• 14:17
  them
• 14:18
  something
• 14:18
  not
• 14:18
  to
• 14:19
  remind
• 14:19
  them
• 14:19
  that
• 14:19
  they
• 14:19
  need
• 14:19
  to
• 14:20
  pay
• 14:20
  you,
• 14:20
  but
• 14:20
  just
• 14:20
  a
• 14:21
  bit
• 14:21
  of
• 14:21
  surprise
• 14:21
  and
• 14:21
  delight,
• 14:22
  but
• 14:22
  you're
• 14:22
  making
• 14:22
  sure
• 14:23
  that
• 14:23
  timing
• 14:23
  fits
• 14:24
  in
• 14:24
  with
• 14:24
  when
• 14:24
  you're
• 14:25
  going
• 14:25
  to
• 14:25
  be
• 14:25
  starting
• 14:25
  asking
• 14:26
  them
• 14:26
  for
• 14:26
  money
• 14:26
  the
• 14:26
  other
• 14:27
  time
• 14:27
  that's
• 14:27
  a
• 14:27
  really
• 14:27
  good
• 14:27
  time
• 14:28
  to
• 14:28
  do
• 14:28
  it
• 14:28
  is
• 14:28
  the
• 14:28
  first
• 14:29
  Christmas
• 14:29
  or
• 14:30
  their
• 14:30
  first
• 14:30
  wedding
• 14:31
  anniversary.
• 14:31
  So
• 14:32
  I
• 14:32
  see
• 14:32
  photographers
• 14:33
  doing
• 14:33
  this
• 14:33
  very
• 14:33
  successfully
• 14:34
  where
• 14:34
  they
• 14:34
  have
• 14:34
  Christmas
• 14:35
  ornaments
• 14:35
  made
• 14:36
  that
• 14:36
  say
• 14:36
  it's
• 14:36
  your
• 14:36
  first
• 14:37
  Christmas
• 14:37
  married
• 14:38
  or
• 14:38
  first
• 14:38
  Christmas
• 14:39
  as
• 14:39
  Mr.
• 14:39
  And
• 14:39
  Mrs.
• 14:40
  Or,
• 14:40
  you
• 14:40
  know,
• 14:40
  all
• 14:41
  of
• 14:41
  those
• 14:41
  kind
• 14:41
  of
• 14:41
  things
• 14:41
  or
• 14:42
  their
• 14:42
  first
• 14:42
  anniversary
• 14:43
  and
• 14:43
  they
• 14:43
  send
• 14:43
  them
• 14:43
  out.
• 14:43
  Now
• 14:43
  the
• 14:44
  good
• 14:44
  thing
• 14:44
  about
• 14:44
  doing
• 14:44
  Christmas
• 14:45
  is
• 14:45
  that
• 14:45
  you
• 14:45
  can
• 14:45
  do
• 14:46
  it
• 14:46
  in
• 14:46
  one
• 14:46
  big
• 14:46
  go.
• 14:47
  Any
• 14:47
  couple
• 14:48
  that's
• 14:48
  been
• 14:48
  married
• 14:48
  in
• 14:49
  the
• 14:49
  last
• 14:49
  year
• 14:49
  before
• 14:49
  that
• 14:50
  Christmas,
• 14:50
  you
• 14:50
  can
• 14:50
  have
• 14:51
  everything
• 14:51
  made
• 14:51
  and
• 14:51
  send
• 14:52
  them
• 14:52
  all
• 14:52
  out
• 14:52
  in
• 14:52
  one
• 14:52
  go.
• 14:53
  A
• 14:53
  bigger
• 14:53
  job
• 14:53
  in
• 14:53
  one
• 14:54
  go,
• 14:54
  but
• 14:54
  it's
• 14:54
  then
• 14:54
  done
• 14:55
  for
• 14:55
  the
• 14:55
  year.
• 14:55
  What's
• 14:56
  lovely
• 14:56
  about
• 14:56
  sending
• 14:57
  those
• 14:57
  gifts
• 14:57
  or
• 14:57
  cards
• 14:57
  is
• 14:58
  often
• 14:58
  they
• 14:58
  get
• 14:58
  shared
• 14:59
  on
• 14:59
  social
• 14:59
  media.
• 14:59
  It's
• 15:00
  a
• 15:00
  lovely
• 15:00
  reminder
• 15:00
  to
• 15:01
  the
• 15:01
  couple.
• 15:01
  It's
• 15:01
  a
• 15:02
  lovely
• 15:02
  thing
• 15:02
  to
• 15:02
  do.
• 15:02
  It's
• 15:03
  great
• 15:03
  for
• 15:03
  customer
• 15:03
  service,
• 15:04
  great
• 15:04
  for
• 15:04
  reputation
• 15:05
  and
• 15:05
  it
• 15:05
  all
• 15:05
  happens
• 15:06
  at
• 15:06
  once.
• 15:06
  Or
• 15:06
  if
• 15:07
  you
• 15:07
  want
• 15:07
  to
• 15:07
  take
• 15:07
  that
• 15:07
  personalized
• 15:08
  touch
• 15:08
  a
• 15:08
  step
• 15:08
  further,
• 15:09
  doing
• 15:09
  it
• 15:09
  on
• 15:09
  their
• 15:09
  first
• 15:10
  wedding
• 15:10
  anniversary.
• 15:10
  Having
• 15:11
  a
• 15:11
  system
• 15:11
  like
• 15:12
  your
• 15:12
  CRM
• 15:13
  system
• 15:13
  remind
• 15:13
  you
• 15:14
  two
• 15:14
  or
• 15:14
  three
• 15:14
  weeks
• 15:15
  before
• 15:15
  their
• 15:15
  anniversary
• 15:16
  that
• 15:16
  it's
• 15:16
  coming
• 15:16
  up
• 15:16
  and
• 15:17
  having
• 15:17
  a
• 15:17
  bunch
• 15:17
  of
• 15:17
  stuff
• 15:18
  ready
• 15:18
  to
• 15:18
  go.
• 15:18
  Make
• 15:18
  it
• 15:19
  as
• 15:19
  easy
• 15:19
  for
• 15:19
  yourself
• 15:19
  as
• 15:20
  possible.
• 15:20
  Have
• 15:20
  your
• 15:20
  envelopes
• 15:21
  or
• 15:21
  whatever
• 15:21
  you're
• 15:21
  going
• 15:21
  to
• 15:21
  send
• 15:22
  it
• 15:22
  in,
• 15:22
  have
• 15:22
  loads
• 15:23
  of
• 15:23
  things
• 15:23
  made
• 15:23
  up
• 15:23
  already
• 15:23
  so
• 15:24
  that
• 15:24
  it's
• 15:24
  as
• 15:24
  easy
• 15:24
  as
• 15:25
  possible.
• 15:25
  Every
• 15:25
  time
• 15:25
  that
• 15:26
  ping
• 15:26
  goes
• 15:26
  off
• 15:26
  to
• 15:26
  remind
• 15:27
  you
• 15:27
  that
• 15:27
  it's
• 15:27
  so
• 15:28
  and
• 15:28
  so's
• 15:28
  wedding
• 15:28
  anniversary
• 15:29
  coming
• 15:29
  up,
• 15:29
  it's
• 15:29
  not
• 15:29
  going
• 15:29
  to
• 15:30
  take
• 15:30
  you
• 15:30
  more
• 15:30
  than
• 15:30
  five
• 15:30
  or
• 15:31
  ten
• 15:31
  minutes
• 15:31
  to
• 15:31
  get
• 15:32
  it
• 15:32
  sorted
• 15:32
  and
• 15:32
  pop
• 15:32
  it
• 15:33
  in
• 15:33
  the
• 15:33
  post.
• 15:33
  Surprise
• 15:34
  and
• 15:34
  delight
• 15:35
  works
• 15:35
  really
• 15:36
  well,
• 15:36
  because
• 15:36
  when
• 15:36
  people
• 15:37
  aren't
• 15:37
  expecting
• 15:37
  something
• 15:38
  and
• 15:38
  then
• 15:38
  they
• 15:39
  receive
• 15:39
  something
• 15:39
  lovely,
• 15:40
  it
• 15:40
  really
• 15:41
  does
• 15:41
  make
• 15:42
  them
• 15:42
  feel
• 15:42
  good
• 15:43
  about
• 15:43
  you
• 15:43
  and
• 15:43
  your
• 15:44
  business.
• 15:44
  And
• 15:44
  that
• 15:45
  is
• 15:45
  the
• 15:45
  kind
• 15:45
  of
• 15:46
  customer
• 15:46
  service
• 15:47
  reputation
• 15:47
  we
• 15:47
  want.
• 15:48
  As
• 15:48
  I
• 15:48
  talk
• 15:48
  about
• 15:48
  a
• 15:49
  lot,
• 15:49
  Disney
• 15:49
  do
• 15:49
  this
• 15:50
  exceptionally
• 15:50
  well.
• 15:51
  And
• 15:51
  that's
• 15:51
  why
• 15:51
  people
• 15:52
  love
• 15:52
  Disney
• 15:53
  so,
• 15:53
  so
• 15:53
  much,
• 15:54
  because
• 15:54
  they're
• 15:54
  great
• 15:54
  at
• 15:55
  doing
• 15:55
  it.
• 15:55
  So
• 15:55
  what
• 15:55
  can
• 15:56
  we
• 15:56
  do
• 15:56
  in
• 15:56
  our
• 15:56
  businesses
• 15:57
  to
• 15:57
  just
• 15:57
  give
• 15:57
  a
• 15:57
  little
• 15:58
  element
• 15:58
  of
• 15:59
  that
• 15:59
  surprise
• 15:59
  and
• 15:59
  delight
• 16:00
  to
• 16:00
  make
• 16:00
  our
• 16:00
  couples
• 16:01
  day?
• 16:01
  Okay,
• 16:02
  next,
• 16:02
  I
• 16:02
  want
• 16:02
  to
• 16:02
  talk
• 16:02
  about
• 16:03
  what
• 16:03
  we
• 16:03
  do
• 16:03
  when
• 16:04
  things
• 16:04
  go
• 16:04
  a
• 16:05
  little
• 16:05
  bit
• 16:05
  wrong.
• 16:06
  Because
• 16:06
  we
• 16:06
  can
• 16:06
  set
• 16:06
  out
• 16:07
  expectations,
• 16:07
  we
• 16:07
  can
• 16:08
  set
• 16:08
  out
• 16:08
  boundaries,
• 16:08
  we
• 16:09
  can
• 16:09
  do
• 16:09
  all
• 16:09
  of
• 16:09
  these
• 16:09
  things.
• 16:10
  We
• 16:10
  can
• 16:10
  try
• 16:10
  and
• 16:11
  give
• 16:11
  this
• 16:11
  level
• 16:11
  of
• 16:11
  customer
• 16:12
  service,
• 16:12
  but
• 16:13
  sometimes
• 16:13
  it's
• 16:14
  still
• 16:14
  deranged
• 16:15
  rails.
• 16:15
  Sometimes
• 16:15
  couples
• 16:16
  expectations
• 16:17
  are
• 16:17
  out
• 16:17
  of
• 16:17
  control.
• 16:18
  Sometimes
• 16:18
  they're
• 16:19
  rude
• 16:19
  to
• 16:19
  us.
• 16:19
  You
• 16:19
  know,
• 16:20
  there's
• 16:20
  all
• 16:20
  sorts
• 16:20
  of
• 16:21
  things
• 16:21
  that
• 16:21
  could
• 16:21
  go
• 16:21
  wrong.
• 16:21
  Sometimes
• 16:22
  other
• 16:22
  members
• 16:22
  of
• 16:22
  the
• 16:23
  family
• 16:23
  start
• 16:23
  getting
• 16:23
  involved.
• 16:24
  So
• 16:24
  how
• 16:25
  can
• 16:25
  we
• 16:25
  deal
• 16:25
  with
• 16:25
  that
• 16:26
  without
• 16:26
  entirely
• 16:27
  tarnishing
• 16:28
  this
• 16:28
  reputation
• 16:29
  for
• 16:29
  good
• 16:29
  customer
• 16:30
  service?
• 16:30
  Because
• 16:30
  sometimes
• 16:31
  I
• 16:31
  think
• 16:31
  that's
• 16:31
  what
• 16:31
  we're
• 16:31
  afraid
• 16:32
  of.
• 16:32
  We're
• 16:32
  afraid
• 16:32
  of
• 16:33
  a
• 16:33
  negative
• 16:33
  review.
• 16:34
  We're
• 16:34
  afraid
• 16:34
  of
• 16:34
  people
• 16:35
  giving
• 16:35
  us
• 16:35
  a
• 16:35
  bad
• 16:35
  name.
• 16:36
  So
• 16:36
  what
• 16:36
  can
• 16:36
  we
• 16:37
  do
• 16:37
  when
• 16:37
  some
• 16:37
  of
• 16:37
  these
• 16:37
  situations
• 16:38
  do
• 16:38
  go
• 16:38
  a
• 16:39
  little
• 16:39
  bit
• 16:39
  wrong?
• 16:39
  The
• 16:40
  first
• 16:40
  thing
• 16:40
  I
• 16:40
  would
• 16:40
  say
• 16:41
  is
• 16:41
  that
• 16:41
  I
• 16:41
  do
• 16:42
  think
• 16:42
  the
• 16:42
  old
• 16:42
  adage
• 16:43
  of
• 16:43
  the
• 16:43
  customer
• 16:43
  is
• 16:44
  always
• 16:44
  right
• 16:44
  is
• 16:44
  a
• 16:45
  good
• 16:45
  one.
• 16:45
  Now,
• 16:45
  often
• 16:46
  the
• 16:46
  customer
• 16:47
  in
• 16:47
  our
• 16:47
  heads
• 16:47
  is
• 16:47
  not
• 16:47
  right,
• 16:47
  and
• 16:48
  we're
• 16:48
  frustrated,
• 16:48
  and
• 16:49
  that's
• 16:49
  fine.
• 16:49
  Rant
• 16:49
  it
• 16:50
  out.
• 16:50
  Rant
• 16:50
  it
• 16:50
  out
• 16:50
  to
• 16:51
  your
• 16:51
  family
• 16:51
  and
• 16:51
  friends.
• 16:52
  Rant
• 16:52
  it
• 16:52
  out
• 16:53
  to
• 16:53
  trusted
• 16:54
  wedding
• 16:54
  colleagues.
• 16:55
  But
• 16:55
  try
• 16:55
  not
• 16:56
  to
• 16:56
  rant
• 16:56
  it
• 16:56
  out
• 16:57
  to
• 16:57
  the
• 16:57
  couple
• 16:57
  themselves,
• 16:58
  because
• 16:58
  in
• 16:58
  their
• 16:58
  heads,
• 16:59
  for
• 16:59
  whatever
• 16:59
  reason,
• 16:59
  they
• 17:00
  think
• 17:00
  they're
• 17:00
  right.
• 17:01
  And
• 17:01
  if
• 17:01
  we
• 17:01
  all
• 17:02
  want
• 17:02
  to
• 17:02
  fight
• 17:02
  about
• 17:02
  who's
• 17:03
  right,
• 17:03
  it's
• 17:03
  definitely
• 17:04
  going
• 17:04
  to
• 17:04
  go
• 17:04
  downhill.
• 17:05
  So
• 17:05
  that's
• 17:05
  why
• 17:05
  that
• 17:06
  old
• 17:06
  saying,
• 17:06
  the
• 17:06
  customer's
• 17:07
  always
• 17:07
  right
• 17:07
  is
• 17:07
  helpful
• 17:07
  to
• 17:08
  have
• 17:08
  in
• 17:08
  your
• 17:08
  head.
• 17:08
  Not
• 17:08
  that
• 17:09
  we
• 17:09
  let
• 17:09
  them
• 17:09
  take
• 17:09
  advantage
• 17:10
  of
• 17:10
  us
• 17:10
  at
• 17:10
  all,
• 17:11
  but
• 17:11
  that
• 17:11
  we
• 17:11
  try
• 17:11
  and
• 17:11
  take
• 17:12
  the
• 17:12
  professional
• 17:12
  approach
• 17:13
  and
• 17:13
  think,
• 17:13
  okay,
• 17:13
  in
• 17:14
  their
• 17:14
  head,
• 17:14
  they're
• 17:14
  right.
• 17:15
  Right?
• 17:15
  They're
• 17:15
  coming
• 17:16
  at
• 17:16
  this
• 17:16
  for
• 17:16
  a
• 17:17
  certain
• 17:17
  reason.
• 17:17
  What's
• 17:18
  behind
• 17:18
  that?
• 17:18
  Maybe
• 17:19
  they're
• 17:19
  very
• 17:19
  stressed.
• 17:19
  Maybe
• 17:20
  they've
• 17:20
  got
• 17:20
  someone
• 17:20
  in
• 17:21
  their
• 17:21
  ear.
• 17:21
  Maybe
• 17:21
  they're
• 17:22
  panicked
• 17:22
  that
• 17:22
  we
• 17:22
  don't
• 17:23
  exist
• 17:23
  anymore.
• 17:24
  Remember
• 17:24
  that
• 17:25
  they
• 17:25
  are
• 17:25
  the
• 17:25
  paying
• 17:26
  customer,
• 17:26
  and
• 17:26
  so
• 17:27
  we
• 17:27
  do
• 17:27
  have
• 17:27
  to
• 17:27
  give
• 17:27
  them
• 17:28
  a
• 17:28
  little
• 17:28
  bit
• 17:28
  of
• 17:28
  grace
• 17:29
  sometimes,
• 17:29
  even
• 17:29
  when
• 17:30
  it
• 17:30
  feels
• 17:30
  difficult.
• 17:31
  So
• 17:31
  try
• 17:31
  not
• 17:31
  to
• 17:32
  say
• 17:32
  you're
• 17:32
  wrong,
• 17:32
  because
• 17:33
  that
• 17:33
  will
• 17:33
  go
• 17:33
  down
• 17:33
  like
• 17:33
  a
• 17:34
  lead
• 17:34
  balloon.
• 17:34
  But
• 17:34
  instead,
• 17:35
  try
• 17:35
  and
• 17:35
  have
• 17:35
  that
• 17:36
  stance
• 17:36
  of
• 17:36
  the
• 17:36
  customer's
• 17:37
  Always
• 17:37
  right,
• 17:37
  even
• 17:38
  though
• 17:38
  in
• 17:38
  your
• 17:38
  head
• 17:39
  you
• 17:39
  may
• 17:39
  think
• 17:39
  that
• 17:39
  they're
• 17:40
  definitely
• 17:40
  not
• 17:40
  right.
• 17:41
  But
• 17:41
  treat
• 17:41
  them
• 17:42
  with
• 17:42
  respect,
• 17:42
  treat
• 17:43
  them
• 17:43
  as
• 17:43
  if
• 17:43
  they're
• 17:44
  right.
• 17:44
  And
• 17:44
  at
• 17:44
  least
• 17:44
  to
• 17:45
  start
• 17:45
  with
• 17:45
  and
• 17:45
  be
• 17:45
  professional.
• 17:46
  The
• 17:46
  second
• 17:46
  thing
• 17:47
  that
• 17:47
  I
• 17:47
  say
• 17:47
  a
• 17:47
  lot
• 17:47
  when
• 17:48
  my
• 17:48
  one
• 17:49
  to
• 17:49
  one
• 17:49
  clients
• 17:49
  and
• 17:49
  members
• 17:50
  come
• 17:50
  to
• 17:50
  me
• 17:50
  about
• 17:51
  difficult
• 17:51
  situations
• 17:52
  is
• 17:52
  the
• 17:52
  first
• 17:52
  thing
• 17:52
  you've
• 17:52
  got
• 17:53
  to
• 17:53
  do
• 17:53
  is
• 17:53
  rip
• 17:53
  the
• 17:54
  emotion
• 17:54
  out
• 17:54
  of
• 17:54
  it.
• 17:55
  I
• 17:55
  think
• 17:55
  emotion
• 17:56
  gets
• 17:56
  in
• 17:56
  the
• 17:56
  way
• 17:56
  a
• 17:57
  lot,
• 17:57
  particularly
• 17:58
  for
• 17:58
  female
• 17:58
  business
• 17:58
  owners,
• 17:59
  but
• 17:59
  actually
• 17:59
  probably
• 18:00
  not
• 18:00
  just
• 18:01
  for
• 18:01
  female
• 18:01
  business
• 18:01
  owners.
• 18:02
  Sometimes
• 18:02
  the
• 18:02
  emotion
• 18:03
  gets
• 18:03
  in
• 18:03
  the
• 18:03
  way
• 18:03
  of
• 18:04
  what
• 18:04
  we
• 18:04
  want
• 18:04
  to
• 18:04
  do
• 18:05
  or
• 18:05
  say
• 18:05
  because
• 18:06
  someone
• 18:06
  makes
• 18:06
  us
• 18:06
  feel
• 18:07
  bad
• 18:07
  or
• 18:07
  we
• 18:08
  feel
• 18:08
  guilty
• 18:08
  or
• 18:09
  we
• 18:09
  feel
• 18:09
  sad
• 18:09
  that
• 18:10
  they
• 18:10
  don't
• 18:10
  like
• 18:10
  what
• 18:10
  we've
• 18:11
  done,
• 18:11
  or
• 18:11
  we
• 18:11
  feel
• 18:11
  defensive
• 18:12
  because
• 18:12
  they're
• 18:13
  accusing
• 18:13
  us
• 18:13
  of
• 18:13
  stuff,
• 18:14
  that
• 18:14
  it
• 18:14
  doesn't
• 18:14
  sit
• 18:15
  right
• 18:15
  with
• 18:15
  us.
• 18:15
  And
• 18:16
  when
• 18:16
  we're
• 18:16
  sitting
• 18:17
  in
• 18:17
  the
• 18:17
  emotion,
• 18:17
  that's
• 18:18
  when
• 18:18
  we
• 18:18
  reply
• 18:18
  things
• 18:19
  we
• 18:19
  regret
• 18:19
  or
• 18:19
  make
• 18:20
  decisions
• 18:20
  that
• 18:20
  aren't
• 18:21
  sensible
• 18:21
  for
• 18:21
  our
• 18:21
  business.
• 18:22
  We
• 18:22
  make
• 18:22
  decisions
• 18:23
  based
• 18:23
  in
• 18:23
  emotion
• 18:23
  rather
• 18:24
  than
• 18:24
  in
• 18:24
  logic.
• 18:25
  So
• 18:25
  you
• 18:25
  gotta
• 18:25
  strip
• 18:26
  the
• 18:26
  emotion
• 18:26
  out
• 18:26
  of
• 18:27
  it
• 18:27
  and
• 18:27
  try
• 18:27
  and
• 18:27
  think
• 18:28
  of
• 18:28
  it
• 18:28
  in
• 18:28
  black
• 18:28
  and
• 18:29
  white
• 18:29
  terms.
• 18:29
  Imagine
• 18:30
  that
• 18:30
  you're
• 18:30
  a
• 18:30
  big
• 18:31
  customer
• 18:31
  service
• 18:31
  center
• 18:32
  for
• 18:32
  a
• 18:33
  big
• 18:33
  brand
• 18:33
  like
• 18:33
  Tesco's
• 18:34
  and
• 18:34
  act
• 18:35
  like
• 18:35
  they
• 18:36
  would
• 18:36
  because
• 18:36
  they're
• 18:36
  not
• 18:37
  feeling
• 18:37
  emotional
• 18:37
  when
• 18:37
  someone
• 18:38
  sends
• 18:38
  a
• 18:38
  product
• 18:38
  back.
• 18:39
  They're
• 18:39
  not
• 18:39
  feeling
• 18:39
  emotional
• 18:40
  when
• 18:40
  someone
• 18:40
  rants
• 18:40
  at
• 18:41
  them
• 18:41
  about
• 18:41
  the
• 18:41
  opening
• 18:42
  times
• 18:42
  of
• 18:42
  a
• 18:42
  shop
• 18:42
  because
• 18:43
  they're
• 18:43
  so
• 18:43
  far
• 18:43
  removed,
• 18:44
  moved,
• 18:44
  they
• 18:44
  don't
• 18:45
  care.
• 18:45
  But
• 18:45
  when
• 18:45
  we're
• 18:46
  so
• 18:46
  close
• 18:46
  to
• 18:46
  it,
• 18:46
  we
• 18:47
  feel
• 18:47
  it.
• 18:47
  We
• 18:48
  feel
• 18:48
  it
• 18:48
  in
• 18:48
  every
• 18:48
  being
• 18:48
  of
• 18:48
  our
• 18:49
  soul.
• 18:49
  So
• 18:49
  try
• 18:49
  and
• 18:49
  take
• 18:50
  the
• 18:50
  emotion
• 18:50
  out
• 18:50
  of
• 18:50
  it
• 18:51
  and
• 18:51
  look
• 18:51
  at
• 18:51
  the
• 18:51
  facts.
• 18:52
  What
• 18:52
  are
• 18:53
  the
• 18:53
  facts?
• 18:53
  What
• 18:53
  are
• 18:53
  they
• 18:54
  saying?
• 18:54
  Take
• 18:54
  away
• 18:54
  any
• 18:55
  accusation,
• 18:55
  take
• 18:56
  away
• 18:56
  anything
• 18:56
  else.
• 18:56
  What
• 18:57
  are
• 18:57
  the
• 18:57
  facts
• 18:57
  and
• 18:57
  how
• 18:58
  can
• 18:58
  we
• 18:58
  fix
• 18:58
  it?
• 18:58
  Now
• 18:59
  if
• 18:59
  you're
• 18:59
  struggling
• 18:59
  to
• 18:59
  do
• 19:00
  this,
• 19:00
  then
• 19:00
  going
• 19:00
  to
• 19:01
  someone
• 19:01
  you
• 19:01
  trust
• 19:02
  who's
• 19:02
  not
• 19:02
  so
• 19:02
  closely
• 19:03
  involved
• 19:03
  in
• 19:03
  the
• 19:03
  situation
• 19:04
  is
• 19:04
  a
• 19:04
  really
• 19:04
  helpful
• 19:05
  thing
• 19:05
  to
• 19:05
  do
• 19:05
  because
• 19:05
  often
• 19:06
  they'll
• 19:06
  be
• 19:06
  able
• 19:06
  to
• 19:06
  see
• 19:07
  it
• 19:07
  for
• 19:07
  the
• 19:07
  logic
• 19:08
  and
• 19:08
  they
• 19:08
  will
• 19:09
  be
• 19:09
  able
• 19:09
  to
• 19:09
  strip
• 19:09
  out
• 19:09
  the
• 19:09
  emotion
• 19:10
  for
• 19:10
  it.
• 19:10
  I
• 19:10
  often
• 19:11
  do
• 19:11
  this
• 19:11
  for
• 19:11
  my
• 19:11
  members.
• 19:11
  I
• 19:12
  always
• 19:12
  say
• 19:12
  being
• 19:12
  in
• 19:12
  the
• 19:12
  Wedding
• 19:13
  Pro
• 19:13
  members
• 19:13
  lounge
• 19:13
  is
• 19:14
  kind
• 19:14
  of
• 19:14
  an
• 19:14
  insurance
• 19:14
  policy.
• 19:15
  Yes,
• 19:15
  it's
• 19:15
  great
• 19:15
  because
• 19:16
  you
• 19:16
  get
• 19:16
  all
• 19:16
  the
• 19:16
  training
• 19:17
  and
• 19:17
  the
• 19:17
  community,
• 19:18
  but
• 19:18
  also
• 19:18
  when
• 19:18
  something
• 19:18
  like
• 19:19
  this
• 19:19
  goes
• 19:19
  wrong,
• 19:20
  you've
• 19:20
  got
• 19:20
  that
• 19:20
  insurance
• 19:21
  policy
• 19:21
  that
• 19:21
  you
• 19:21
  can
• 19:21
  know,
• 19:21
  you
• 19:22
  can
• 19:22
  reach
• 19:22
  out
• 19:22
  to
• 19:22
  me,
• 19:22
  we
• 19:23
  can
• 19:23
  have
• 19:23
  a
• 19:23
  quick
• 19:23
  chat,
• 19:23
  we
• 19:24
  can
• 19:24
  look
• 19:24
  through
• 19:24
  it
• 19:24
  and
• 19:24
  I
• 19:24
  will
• 19:25
  help
• 19:25
  you
• 19:25
  deal
• 19:25
  with
• 19:25
  that
• 19:25
  situation
• 19:26
  and
• 19:26
  I
• 19:26
  will
• 19:26
  help
• 19:27
  you
• 19:27
  take
• 19:27
  the
• 19:27
  emotion
• 19:27
  out
• 19:28
  of
• 19:28
  it
• 19:28
  and
• 19:28
  work
• 19:28
  out
• 19:29
  your
• 19:29
  next
• 19:29
  steps.
• 19:30
  Once
• 19:30
  you've
• 19:30
  done
• 19:31
  that,
• 19:31
  you've
• 19:31
  taken
• 19:31
  the
• 19:31
  emotion
• 19:32
  out
• 19:32
  of
• 19:32
  it.
• 19:33
  You
• 19:33
  now
• 19:33
  need
• 19:33
  to
• 19:33
  refer
• 19:34
  back
• 19:34
  to
• 19:34
  the
• 19:34
  things
• 19:35
  you
• 19:35
  sent
• 19:35
  them
• 19:35
  at
• 19:36
  the
• 19:36
  beginning.
• 19:36
  So
• 19:36
  as
• 19:37
  long
• 19:37
  as
• 19:37
  you
• 19:37
  sent
• 19:37
  a
• 19:37
  contract
• 19:38
  and
• 19:38
  as
• 19:38
  long
• 19:38
  as
• 19:38
  you've
• 19:39
  sent
• 19:39
  that
• 19:39
  onboarding
• 19:39
  document,
• 19:40
  you
• 19:40
  can
• 19:40
  look
• 19:40
  at
• 19:41
  what
• 19:41
  they've
• 19:41
  said
• 19:41
  and
• 19:41
  refer
• 19:42
  back
• 19:42
  to
• 19:42
  what
• 19:43
  you
• 19:43
  set
• 19:43
  out
• 19:43
  at
• 19:43
  the
• 19:43
  beginning
• 19:44
  and
• 19:44
  make
• 19:44
  a
• 19:44
  decision
• 19:45
  on
• 19:45
  how
• 19:45
  to
• 19:45
  proceed.
• 19:46
  So,
• 19:47
  for
• 19:47
  example,
• 19:47
  if
• 19:47
  they're
• 19:47
  set
• 19:48
  saying,
• 19:48
  I
• 19:48
  don't
• 19:48
  like
• 19:48
  what
• 19:49
  you're
• 19:49
  doing,
• 19:49
  I
• 19:49
  want
• 19:49
  to
• 19:49
  cancel,
• 19:50
  well,
• 19:50
  go
• 19:51
  back
• 19:51
  to
• 19:51
  your
• 19:51
  contract,
• 19:52
  look
• 19:52
  at
• 19:52
  the
• 19:52
  dates,
• 19:53
  look
• 19:53
  at
• 19:53
  what
• 19:53
  they
• 19:53
  signed,
• 19:54
  look
• 19:54
  at
• 19:54
  what
• 19:54
  they
• 19:54
  agreed
• 19:55
  to
• 19:55
  and
• 19:55
  work
• 19:55
  out
• 19:56
  what
• 19:56
  they
• 19:56
  need
• 19:56
  to
• 19:56
  do
• 19:56
  next
• 19:57
  and
• 19:57
  send
• 19:57
  them
• 19:57
  some
• 19:58
  options.
• 19:58
  Now,
• 19:58
  whenever
• 19:59
  you
• 19:59
  do
• 19:59
  this,
• 19:59
  before
• 20:00
  you
• 20:00
  reply
• 20:01
  to
• 20:01
  them,
• 20:01
  I
• 20:01
  also
• 20:02
  want
• 20:02
  you
• 20:02
  to
• 20:02
  assess
• 20:03
  the
• 20:03
  situation
• 20:04
  on
• 20:04
  circumstances.
• 20:05
  Because
• 20:05
  we
• 20:06
  can
• 20:06
  be
• 20:06
  black
• 20:06
  and
• 20:06
  white
• 20:07
  and
• 20:07
  say,
• 20:07
  yep,
• 20:08
  well,
• 20:08
  it's
• 20:08
  six
• 20:08
  weeks
• 20:08
  before
• 20:09
  and
• 20:09
  they
• 20:09
  haven't
• 20:09
  paid,
• 20:10
  so
• 20:10
  they're
• 20:10
  not
• 20:10
  getting
• 20:11
  any
• 20:11
  money
• 20:11
  back
• 20:11
  or
• 20:11
  whatever
• 20:12
  it
• 20:12
  is.
• 20:12
  That's
• 20:12
  what
• 20:12
  my
• 20:13
  contract
• 20:13
  says
• 20:13
  and
• 20:13
  that's
• 20:14
  fine,
• 20:14
  you
• 20:14
  can
• 20:14
  go
• 20:14
  down
• 20:14
  that
• 20:14
  route.
• 20:15
  You
• 20:15
  are
• 20:15
  entitled
• 20:15
  to.
• 20:16
  But
• 20:16
  sometimes,
• 20:17
  just
• 20:17
  sometimes,
• 20:18
  there
• 20:18
  is
• 20:18
  circumstances
• 20:19
  which
• 20:19
  may
• 20:19
  be
• 20:20
  you
• 20:20
  have
• 20:20
  done
• 20:20
  something
• 20:20
  wrong,
• 20:21
  you've
• 20:21
  forgotten
• 20:21
  something,
• 20:22
  something
• 20:22
  massive
• 20:22
  has
• 20:23
  happened
• 20:23
  in
• 20:23
  their
• 20:23
  family
• 20:23
  and
• 20:24
  you
• 20:24
  may
• 20:24
  want
• 20:24
  to
• 20:25
  be
• 20:25
  slightly
• 20:26
  more
• 20:26
  lenient
• 20:27
  on
• 20:27
  your
• 20:27
  contract
• 20:28
  because
• 20:28
  of
• 20:29
  the
• 20:29
  situation.
• 20:30
  So,
• 20:30
  for
• 20:30
  example,
• 20:31
  if
• 20:31
  someone
• 20:31
  message
• 20:32
  you
• 20:32
  and
• 20:32
  it's
• 20:33
  a
• 20:33
  month
• 20:33
  before
• 20:33
  their
• 20:34
  wedding
• 20:34
  and
• 20:34
  suddenly
• 20:35
  they
• 20:35
  message
• 20:35
  you
• 20:35
  to
• 20:35
  say
• 20:36
  they
• 20:36
  need
• 20:36
  to
• 20:36
  postpone
• 20:37
  the
• 20:37
  wedding
• 20:37
  because
• 20:37
  there's
• 20:38
  been
• 20:38
  a
• 20:38
  death
• 20:38
  in
• 20:38
  the
• 20:38
  family,
• 20:39
  you
• 20:39
  could
• 20:39
  go
• 20:40
  back
• 20:40
  and
• 20:40
  say,
• 20:40
  well,
• 20:41
  my
• 20:41
  contract
• 20:41
  says
• 20:41
  no
• 20:42
  postponement,
• 20:42
  so
• 20:43
  sorry,
• 20:43
  you
• 20:43
  still
• 20:43
  got
• 20:44
  to
• 20:44
  pay.
• 20:44
  Or
• 20:44
  you
• 20:45
  could
• 20:45
  assess
• 20:45
  the
• 20:45
  situation,
• 20:46
  decide
• 20:46
  whether
• 20:46
  you
• 20:47
  think
• 20:47
  it's
• 20:47
  genuine
• 20:47
  and
• 20:48
  legitimate,
• 20:48
  have
• 20:48
  you
• 20:49
  got
• 20:49
  a
• 20:49
  good
• 20:49
  relationship
• 20:49
  with
• 20:49
  these
• 20:50
  people?
• 20:50
  And
• 20:50
  perhaps
• 20:51
  in
• 20:51
  that
• 20:51
  circ
• 20:51
  circumstance
• 20:52
  you
• 20:52
  could
• 20:52
  say,
• 20:52
  look,
• 20:53
  I
• 20:53
  wouldn't
• 20:53
  normally
• 20:53
  do
• 20:53
  this,
• 20:53
  it's
• 20:54
  breaking
• 20:54
  my
• 20:54
  terms
• 20:54
  and
• 20:55
  conditions,
• 20:55
  but
• 20:55
  I
• 20:55
  am
• 20:55
  available
• 20:56
  for
• 20:56
  the
• 20:56
  new
• 20:56
  date
• 20:57
  in
• 20:57
  six
• 20:57
  months
• 20:57
  and
• 20:57
  on
• 20:58
  this
• 20:58
  occasion
• 20:58
  I
• 20:58
  will
• 20:59
  move
• 20:59
  it
• 20:59
  for
• 20:59
  you.
• 20:59
  That's
• 21:00
  going
• 21:00
  to
• 21:00
  keep
• 21:00
  your
• 21:00
  customer
• 21:01
  service
• 21:01
  intact.
• 21:01
  It's
• 21:02
  not
• 21:02
  going
• 21:02
  to
• 21:02
  make
• 21:02
  you
• 21:02
  lose
• 21:02
  out,
• 21:03
  particularly
• 21:03
  on
• 21:03
  any
• 21:04
  money.
• 21:04
  And
• 21:04
  in
• 21:04
  that
• 21:05
  situation,
• 21:05
  it
• 21:05
  may
• 21:06
  be
• 21:06
  the
• 21:06
  right
• 21:06
  decision.
• 21:07
  In
• 21:07
  other
• 21:07
  situations,
• 21:08
  when
• 21:08
  people
• 21:08
  are
• 21:09
  rude,
• 21:09
  dismissive,
• 21:10
  when
• 21:10
  they've
• 21:10
  been
• 21:10
  difficult
• 21:11
  customers,
• 21:11
  then
• 21:12
  maybe
• 21:12
  you
• 21:12
  do
• 21:12
  need
• 21:12
  to
• 21:13
  go
• 21:13
  a
• 21:13
  bit
• 21:13
  more
• 21:13
  hardball
• 21:14
  and
• 21:14
  stick
• 21:14
  to
• 21:14
  your
• 21:14
  terms
• 21:15
  and
• 21:15
  conditions.
• 21:15
  You
• 21:16
  don't
• 21:16
  need
• 21:16
  to
• 21:16
  be
• 21:16
  horrible
• 21:16
  about
• 21:16
  it,
• 21:17
  you
• 21:17
  just
• 21:17
  need
• 21:17
  to
• 21:18
  set
• 21:18
  it
• 21:18
  out
• 21:18
  at
• 21:18
  the
• 21:18
  beginning.
• 21:19
  This
• 21:19
  is
• 21:19
  what
• 21:19
  you
• 21:19
  agree
• 21:20
  to,
• 21:20
  this
• 21:20
  is
• 21:20
  what
• 21:20
  you
• 21:20
  signed,
• 21:21
  therefore
• 21:21
  you,
• 21:22
  you
• 21:22
  are
• 21:22
  needing
• 21:22
  to
• 21:23
  do
• 21:23
  X,
• 21:23
  Y,
• 21:23
  Z.
• 21:24
  But
• 21:24
  again,
• 21:25
  don't
• 21:25
  put
• 21:25
  the
• 21:25
  emotion
• 21:26
  back
• 21:26
  into
• 21:26
  it,
• 21:26
  don't
• 21:27
  say
• 21:27
  things
• 21:27
  like,
• 21:27
  oh,
• 21:28
  I'm
• 21:28
  so
• 21:28
  sorry
• 21:28
  to
• 21:29
  hear
• 21:29
  that.
• 21:29
  I'm
• 21:29
  really
• 21:29
  sad
• 21:30
  that
• 21:30
  you
• 21:30
  don't
• 21:30
  like
• 21:30
  what
• 21:30
  I
• 21:31
  did.
• 21:31
  Take
• 21:31
  the
• 21:31
  emotion
• 21:31
  out
• 21:32
  of
• 21:32
  it
• 21:32
  and
• 21:32
  keep
• 21:32
  it
• 21:33
  very
• 21:33
  straightforward
• 21:33
  and
• 21:34
  businesslike
• 21:34
  because
• 21:35
  that's
• 21:35
  what
• 21:35
  will
• 21:35
  gain
• 21:36
  more
• 21:36
  respect
• 21:36
  from
• 21:36
  those
• 21:37
  people.
• 21:37
  The
• 21:37
  next
• 21:37
  thing
• 21:38
  you
• 21:38
  need
• 21:38
  to
• 21:38
  do
• 21:38
  is
• 21:39
  learn
• 21:39
  from
• 21:39
  it.
• 21:40
  Learn
• 21:40
  from
• 21:41
  what's
• 21:41
  happened.
• 21:41
  Right?
• 21:42
  We
• 21:42
  learn
• 21:42
  so
• 21:42
  much
• 21:43
  in
• 21:43
  business
• 21:43
  from
• 21:43
  mistakes
• 21:44
  that
• 21:44
  we
• 21:44
  make
• 21:44
  or
• 21:44
  things
• 21:45
  that
• 21:45
  go
• 21:45
  wrong.
• 21:45
  Often
• 21:46
  these
• 21:46
  circumstances,
• 21:46
  when
• 21:46
  they
• 21:47
  arise,
• 21:47
  we
• 21:47
  hadn't
• 21:47
  even
• 21:48
  imagined
• 21:48
  that
• 21:49
  they
• 21:49
  were
• 21:49
  even
• 21:49
  possible.
• 21:50
  So
• 21:50
  what
• 21:51
  can
• 21:51
  we
• 21:51
  do
• 21:51
  to
• 21:52
  learn
• 21:52
  from
• 21:52
  it?
• 21:52
  And
• 21:52
  what
• 21:53
  can
• 21:53
  we
• 21:53
  change
• 21:53
  in
• 21:53
  the
• 21:54
  future?
• 21:54
  Maybe
• 21:54
  it's
• 21:54
  a
• 21:54
  line
• 21:55
  that
• 21:55
  needs
• 21:55
  to
• 21:55
  go
• 21:55
  into
• 21:55
  your
• 21:55
  contract.
• 21:56
  Maybe
• 21:56
  it's
• 21:56
  something
• 21:57
  new
• 21:57
  that
• 21:57
  you
• 21:57
  need
• 21:57
  to
• 21:57
  add
• 21:57
  into
• 21:58
  your
• 21:58
  onboarding
• 21:58
  document.
• 21:59
  Maybe
• 21:59
  you
• 21:59
  need
• 22:00
  to
• 22:00
  change
• 22:00
  the
• 22:00
  way
• 22:01
  that
• 22:01
  you
• 22:01
  word
• 22:01
  things
• 22:01
  on
• 22:01
  your
• 22:02
  website
• 22:02
  to
• 22:02
  set
• 22:02
  expectations
• 22:03
  more
• 22:04
  clearly
• 22:04
  from
• 22:04
  day
• 22:04
  one,
• 22:05
  maybe
• 22:05
  it's
• 22:05
  that
• 22:06
  you're
• 22:06
  not
• 22:06
  doing
• 22:06
  enough
• 22:06
  communicating
• 22:07
  with
• 22:07
  people
• 22:08
  in
• 22:08
  that
• 22:08
  big
• 22:08
  gap
• 22:09
  and
• 22:09
  they're
• 22:09
  panicking
• 22:10
  and
• 22:10
  going
• 22:10
  elsewhere.
• 22:11
  So
• 22:11
  learn
• 22:11
  from
• 22:12
  the
• 22:12
  situations.
• 22:13
  Now.
• 22:13
  Sometimes
• 22:13
  the
• 22:14
  situation
• 22:14
  will
• 22:14
  be
• 22:15
  that
• 22:15
  client
• 22:15
  was
• 22:15
  just
• 22:16
  a
• 22:16
  complete
• 22:16
  nightmare
• 22:17
  and
• 22:17
  I
• 22:17
  never
• 22:17
  want
• 22:17
  to
• 22:17
  work
• 22:17
  with
• 22:18
  someone
• 22:18
  like
• 22:18
  that
• 22:18
  again.
• 22:18
  Put
• 22:19
  it
• 22:19
  down
• 22:19
  to
• 22:19
  explain
• 22:19
  experience.
• 22:20
  Now
• 22:20
  you'll
• 22:20
  know
• 22:20
  the
• 22:20
  signs
• 22:21
  and
• 22:21
  the
• 22:21
  red
• 22:21
  flags
• 22:22
  to
• 22:22
  look
• 22:22
  for
• 22:22
  in
• 22:22
  the
• 22:22
  future.
• 22:23
  And
• 22:23
  if
• 22:23
  you
• 22:23
  see
• 22:23
  those
• 22:24
  behaviors
• 22:24
  come
• 22:24
  up
• 22:24
  again,
• 22:25
  maybe
• 22:25
  they're
• 22:25
  not
• 22:25
  a
• 22:26
  client
• 22:26
  you
• 22:26
  want
• 22:26
  to
• 22:26
  sign.
• 22:27
  Going
• 22:27
  forward,
• 22:27
  you
• 22:28
  can
• 22:28
  part
• 22:29
  ways
• 22:29
  with
• 22:29
  clients
• 22:29
  if
• 22:30
  they're
• 22:30
  being
• 22:30
  incredibly
• 22:30
  rude
• 22:31
  and
• 22:31
  breaking
• 22:31
  your
• 22:31
  boundaries.
• 22:32
  That's
• 22:32
  a
• 22:32
  whole
• 22:32
  nother
• 22:32
  podcast
• 22:33
  episode.
• 22:33
  But
• 22:34
  it's
• 22:34
  not
• 22:34
  impossible
• 22:35
  to
• 22:36
  do
• 22:36
  that.
• 22:36
  You're
• 22:36
  not
• 22:36
  shackled
• 22:37
  to
• 22:37
  these
• 22:37
  people
• 22:38
  as
• 22:38
  long
• 22:38
  as
• 22:38
  you
• 22:38
  do
• 22:38
  it
• 22:39
  in
• 22:39
  a
• 22:39
  fair
• 22:39
  and
• 22:39
  respectful
• 22:40
  way
• 22:40
  and
• 22:40
  you're
• 22:41
  not
• 22:41
  taking
• 22:41
  advantage
• 22:42
  of
• 22:42
  people's
• 22:42
  money.
• 22:42
  So
• 22:43
  learn
• 22:43
  from
• 22:43
  the
• 22:43
  situation.
• 22:44
  But
• 22:44
  what
• 22:44
  do
• 22:44
  we
• 22:45
  do
• 22:45
  if
• 22:45
  someone
• 22:46
  is
• 22:46
  really
• 22:46
  angry
• 22:47
  with
• 22:47
  us
• 22:47
  and
• 22:47
  they
• 22:47
  leave
• 22:48
  us
• 22:48
  a
• 22:48
  bad
• 22:48
  review?
• 22:49
  All
• 22:49
  I
• 22:49
  would
• 22:49
  say
• 22:49
  is
• 22:49
  if
• 22:49
  someone
• 22:50
  leaves
• 22:50
  you
• 22:50
  a
• 22:50
  bad
• 22:50
  review,
• 22:51
  that's
• 22:51
  okay.
• 22:51
  Number
• 22:51
  one,
• 22:52
  it
• 22:52
  shows
• 22:52
  that
• 22:52
  your
• 22:53
  reviews
• 22:53
  are
• 22:54
  balanced.
• 22:54
  Because
• 22:54
  if
• 22:55
  it's
• 22:55
  all
• 22:55
  five
• 22:55
  star
• 22:55
  reviews,
• 22:56
  sometimes
• 22:56
  it
• 22:56
  can
• 22:57
  look
• 22:57
  a
• 22:57
  bit
• 22:57
  sketchy.
• 22:57
  But
• 22:58
  also
• 22:58
  often
• 22:59
  people
• 22:59
  can
• 22:59
  see
• 23:00
  through
• 23:00
  the
• 23:00
  bad
• 23:01
  review
• 23:01
  and
• 23:01
  make
• 23:01
  their
• 23:02
  own
• 23:02
  decision.
• 23:02
  But
• 23:03
  what
• 23:03
  you
• 23:03
  do
• 23:03
  need
• 23:03
  to
• 23:03
  do
• 23:04
  is
• 23:04
  respond
• 23:05
  to
• 23:05
  the
• 23:05
  review
• 23:06
  in
• 23:06
  a
• 23:06
  very
• 23:06
  calm,
• 23:07
  polite
• 23:08
  manner,
• 23:08
  setting
• 23:09
  out
• 23:09
  what
• 23:09
  you
• 23:09
  did
• 23:10
  to
• 23:10
  resolve
• 23:11
  the
• 23:11
  situation.
• 23:12
  Or
• 23:12
  to
• 23:12
  say,
• 23:13
  we'd
• 23:13
  love
• 23:13
  to
• 23:13
  help
• 23:13
  you
• 23:14
  resolve
• 23:14
  the
• 23:14
  situation,
• 23:14
  we
• 23:15
  haven't.
• 23:15
  This
• 23:15
  is
• 23:15
  the
• 23:15
  first
• 23:16
  we've
• 23:16
  heard
• 23:16
  about
• 23:16
  it.
• 23:16
  Please
• 23:17
  email
• 23:17
  us
• 23:17
  here
• 23:18
  and
• 23:18
  we
• 23:18
  can
• 23:18
  discuss
• 23:19
  it
• 23:19
  further.
• 23:19
  If
• 23:19
  a
• 23:20
  potential
• 23:20
  client
• 23:20
  comes
• 23:21
  across
• 23:21
  that
• 23:21
  bad
• 23:21
  review
• 23:22
  and
• 23:22
  they
• 23:22
  can
• 23:22
  see
• 23:22
  how
• 23:23
  you've
• 23:23
  handled
• 23:23
  it,
• 23:23
  they
• 23:23
  can
• 23:24
  see
• 23:24
  that
• 23:24
  You've
• 23:24
  replied
• 23:24
  to
• 23:25
  it.
• 23:25
  They
• 23:25
  can
• 23:25
  see
• 23:25
  that
• 23:25
  it's
• 23:26
  a
• 23:26
  crazy
• 23:26
  review.
• 23:27
  That
• 23:27
  won't
• 23:27
  stop
• 23:27
  them
• 23:28
  working
• 23:28
  with
• 23:28
  you.
• 23:28
  So
• 23:29
  don't
• 23:29
  be
• 23:29
  afraid
• 23:29
  of
• 23:30
  bad
• 23:30
  reviews
• 23:30
  if
• 23:31
  sometimes
• 23:31
  it
• 23:31
  happens.
• 23:32
  If
• 23:32
  it
• 23:32
  does
• 23:32
  happen,
• 23:33
  just
• 23:33
  deal
• 23:33
  with
• 23:33
  it
• 23:34
  head
• 23:34
  on
• 23:34
  and
• 23:34
  don't
• 23:35
  panic.
• 23:35
  Okay,
• 23:35
  A
• 23:36
  final
• 23:36
  few
• 23:36
  thoughts
• 23:37
  for
• 23:37
  you
• 23:37
  on
• 23:37
  good
• 23:38
  customer
• 23:38
  service.
• 23:38
  I
• 23:39
  want
• 23:39
  you
• 23:39
  to
• 23:39
  think
• 23:39
  about
• 23:40
  going
• 23:40
  above
• 23:41
  and
• 23:41
  beyond
• 23:42
  for
• 23:42
  all
• 23:42
  your
• 23:42
  clients.
• 23:43
  One
• 23:43
  of
• 23:43
  the
• 23:43
  things
• 23:44
  that
• 23:44
  people
• 23:44
  say
• 23:45
  after
• 23:45
  they
• 23:45
  get
• 23:45
  married
• 23:45
  is
• 23:46
  that
• 23:46
  their
• 23:46
  suppliers,
• 23:46
  some
• 23:47
  of
• 23:47
  their
• 23:47
  supplies,
• 23:47
  just
• 23:47
  made
• 23:47
  them
• 23:48
  feel
• 23:48
  like
• 23:48
  a
• 23:48
  number.
• 23:48
  And
• 23:49
  I
• 23:49
  get
• 23:49
  it
• 23:49
  because
• 23:49
  sometimes
• 23:50
  you
• 23:50
  have
• 23:50
  30,
• 23:50
  30,
• 23:51
  40,
• 23:51
  50
• 23:51
  weddings
• 23:52
  a
• 23:52
  year
• 23:52
  and
• 23:52
  it
• 23:52
  is
• 23:53
  just
• 23:53
  another
• 23:53
  wedding.
• 23:53
  But
• 23:54
  to
• 23:54
  them,
• 23:54
  it's
• 23:54
  the
• 23:54
  most
• 23:54
  important
• 23:55
  day
• 23:55
  of
• 23:55
  their
• 23:55
  life
• 23:55
  and
• 23:56
  they
• 23:56
  don't
• 23:56
  want
• 23:56
  to
• 23:56
  feel
• 23:56
  like
• 23:57
  a
• 23:57
  number.
• 23:57
  So
• 23:57
  the
• 23:58
  little
• 23:58
  things
• 23:58
  that
• 23:58
  you
• 23:59
  do,
• 23:59
  the
• 23:59
  way
• 23:59
  that
• 23:59
  you
• 23:59
  go
• 23:59
  above
• 24:00
  and
• 24:00
  beyond,
• 24:00
  can
• 24:00
  make
• 24:01
  a
• 24:01
  huge
• 24:01
  difference.
• 24:01
  If
• 24:02
  you're
• 24:02
  there
• 24:02
  on
• 24:02
  the
• 24:02
  wedding
• 24:03
  day.
• 24:03
  Look
• 24:03
  out
• 24:03
  for
• 24:04
  everyone.
• 24:04
  Talk
• 24:04
  to
• 24:05
  people.
• 24:05
  Are
• 24:05
  they
• 24:05
  got
• 24:06
  grandparents
• 24:06
  that
• 24:06
  are
• 24:06
  sat
• 24:07
  in
• 24:07
  the
• 24:07
  corner
• 24:07
  and
• 24:07
  looking
• 24:08
  lonely.
• 24:08
  Go
• 24:08
  and
• 24:08
  say
• 24:08
  hello
• 24:09
  to
• 24:09
  them,
• 24:09
  chat
• 24:09
  to
• 24:09
  them.
• 24:10
  Go
• 24:10
  above
• 24:10
  and
• 24:10
  beyond.
• 24:10
  Take
• 24:11
  them
• 24:11
  a
• 24:11
  drink,
• 24:11
  take
• 24:11
  them
• 24:12
  a
• 24:12
  snack
• 24:12
  if
• 24:13
  you're
• 24:13
  working
• 24:13
  at
• 24:13
  a
• 24:13
  venue
• 24:14
  and
• 24:14
  make
• 24:14
  sure
• 24:14
  you've
• 24:14
  taken
• 24:15
  their
• 24:15
  photo.
• 24:15
  If
• 24:15
  you're
• 24:16
  a
• 24:16
  photographer,
• 24:16
  make
• 24:16
  sure
• 24:16
  they've
• 24:17
  got
• 24:17
  a
• 24:17
  piece
• 24:17
  of
• 24:17
  cake.
• 24:17
  I
• 24:18
  don't
• 24:18
  know
• 24:18
  what
• 24:18
  it
• 24:18
  is
• 24:18
  for
• 24:19
  you,
• 24:19
  depends
• 24:19
  on
• 24:19
  your
• 24:19
  job,
• 24:20
  but
• 24:20
  look
• 24:20
  out
• 24:20
  for
• 24:20
  the
• 24:20
  those
• 24:21
  things.
• 24:21
  Remember
• 24:22
  all
• 24:22
  the
• 24:22
  small
• 24:22
  details.
• 24:23
  You
• 24:23
  go
• 24:23
  to
• 24:23
  weddings
• 24:24
  all
• 24:24
  the
• 24:24
  time.
• 24:24
  If
• 24:24
  you
• 24:24
  see
• 24:25
  something
• 24:25
  that
• 24:25
  you
• 24:25
  could
• 24:25
  help
• 24:26
  with
• 24:26
  and
• 24:26
  isn't
• 24:26
  going
• 24:27
  to
• 24:27
  interfere,
• 24:27
  maybe
• 24:28
  suggest
• 24:28
  it
• 24:28
  or
• 24:29
  help
• 24:29
  with
• 24:29
  it,
• 24:30
  keep
• 24:30
  smiling
• 24:31
  throughout
• 24:31
  the
• 24:31
  day.
• 24:31
  These
• 24:31
  people
• 24:32
  are
• 24:32
  on
• 24:32
  the
• 24:32
  happiest
• 24:32
  day
• 24:33
  of
• 24:33
  their
• 24:33
  life.
• 24:33
  They
• 24:33
  don't
• 24:33
  want
• 24:34
  wedding
• 24:34
  professionals
• 24:34
  there
• 24:35
  who
• 24:35
  look
• 24:35
  miserable,
• 24:35
  fed
• 24:35
  up
• 24:36
  and
• 24:36
  tired.
• 24:36
  You
• 24:36
  may
• 24:37
  feel
• 24:37
  miserable,
• 24:37
  fed
• 24:37
  up
• 24:38
  and
• 24:38
  tired
• 24:38
  at
• 24:38
  the
• 24:38
  end
• 24:39
  of
• 24:39
  a
• 24:39
  long
• 24:39
  wedding
• 24:39
  season,
• 24:40
  but
• 24:40
  for
• 24:40
  them,
• 24:40
  it's
• 24:40
  the
• 24:40
  first
• 24:41
  day
• 24:41
  they're
• 24:41
  getting
• 24:41
  married
• 24:42
  and
• 24:42
  you
• 24:42
  need
• 24:42
  to
• 24:42
  show
• 24:42
  up
• 24:43
  as
• 24:43
  if
• 24:43
  it's
• 24:43
  your
• 24:43
  first
• 24:43
  day
• 24:44
  on
• 24:44
  the
• 24:44
  job.
• 24:44
  So
• 24:44
  keep
• 24:45
  smiling,
• 24:45
  keep
• 24:45
  positive.
• 24:46
  And
• 24:46
  another
• 24:46
  great
• 24:47
  tip,
• 24:47
  particularly
• 24:48
  if
• 24:48
  you're
• 24:48
  there
• 24:48
  on
• 24:48
  a
• 24:48
  wedding
• 24:49
  day
• 24:49
  or
• 24:49
  on
• 24:49
  a
• 24:49
  wedding
• 24:49
  morning,
• 24:50
  is
• 24:50
  to
• 24:50
  have
• 24:50
  a
• 24:50
  bag
• 24:51
  of
• 24:51
  tricks
• 24:51
  either
• 24:52
  in
• 24:52
  your
• 24:52
  car
• 24:52
  or
• 24:53
  on
• 24:53
  you,
• 24:53
  that
• 24:53
  you
• 24:53
  can
• 24:54
  solve
• 24:54
  little
• 24:54
  problems
• 24:55
  all
• 24:55
  the
• 24:55
  time.
• 24:56
  So
• 24:56
  for
• 24:56
  example,
• 24:57
  how
• 24:57
  many
• 24:57
  weddings
• 24:57
  have
• 24:58
  you
• 24:58
  been
• 24:58
  at
• 24:58
  where
• 24:59
  someone
• 24:59
  needs
• 24:59
  a
• 24:59
  plaster,
• 25:00
  someone
• 25:00
  needs
• 25:00
  some
• 25:00
  paracetamol,
• 25:01
  someone
• 25:02
  needs
• 25:02
  a
• 25:02
  safety
• 25:03
  pin
• 25:03
  because
• 25:03
  something's
• 25:04
  happened
• 25:04
  to
• 25:04
  their
• 25:04
  dress,
• 25:05
  someone
• 25:05
  needs
• 25:05
  some
• 25:06
  nail
• 25:06
  varnish
• 25:06
  remover.
• 25:07
  I
• 25:07
  don't
• 25:07
  know
• 25:07
  what
• 25:07
  it
• 25:07
  is
• 25:07
  for
• 25:07
  you,
• 25:08
  but
• 25:08
  start
• 25:08
  collecting
• 25:09
  a
• 25:09
  few
• 25:09
  of
• 25:09
  these
• 25:10
  little
• 25:10
  items
• 25:10
  in
• 25:10
  a
• 25:10
  little
• 25:11
  bag
• 25:11
  that
• 25:11
  you
• 25:11
  can
• 25:11
  take
• 25:12
  along
• 25:12
  to
• 25:12
  a
• 25:12
  wedding
• 25:12
  day.
• 25:13
  Because
• 25:13
  Then
• 25:13
  you
• 25:13
  are
• 25:13
  going
• 25:13
  to
• 25:14
  be
• 25:14
  the
• 25:14
  best
• 25:14
  customer
• 25:15
  service
• 25:15
  provider.
• 25:16
  When
• 25:16
  they're
• 25:16
  in
• 25:16
  panic
• 25:17
  mode,
• 25:17
  when
• 25:17
  they've
• 25:17
  suddenly
• 25:18
  cut
• 25:18
  their
• 25:18
  finger
• 25:18
  and
• 25:19
  they're
• 25:19
  worried
• 25:19
  about
• 25:19
  getting
• 25:19
  it
• 25:20
  on
• 25:20
  the
• 25:20
  dress,
• 25:20
  you
• 25:20
  can
• 25:21
  pop
• 25:21
  out
• 25:21
  with
• 25:21
  your
• 25:21
  plasters
• 25:22
  straight
• 25:22
  away
• 25:22
  and
• 25:23
  give
• 25:23
  it
• 25:23
  to
• 25:23
  them
• 25:23
  when
• 25:23
  they've
• 25:23
  got
• 25:24
  a
• 25:24
  headache,
• 25:24
  because
• 25:24
  nervous,
• 25:25
  you
• 25:25
  can
• 25:25
  give
• 25:25
  the
• 25:25
  paracetamol.
• 25:26
  When
• 25:27
  something's
• 25:27
  happened
• 25:27
  with
• 25:27
  their
• 25:28
  dress
• 25:28
  and
• 25:28
  they're
• 25:28
  worried
• 25:29
  about
• 25:29
  it,
• 25:29
  you
• 25:29
  can
• 25:29
  be
• 25:29
  the
• 25:30
  one
• 25:30
  who's
• 25:30
  there
• 25:30
  with
• 25:30
  the
• 25:30
  safety
• 25:31
  pin
• 25:31
  to
• 25:31
  save
• 25:31
  the
• 25:32
  day.
• 25:32
  It
• 25:32
  won't
• 25:32
  take
• 25:33
  much
• 25:33
  to
• 25:33
  put
• 25:33
  together
• 25:33
  this
• 25:34
  little
• 25:34
  bag
• 25:34
  and
• 25:34
  to
• 25:34
  have
• 25:35
  it
• 25:35
  on
• 25:35
  you
• 25:35
  every
• 25:35
  time
• 25:36
  you
• 25:36
  go
• 25:36
  to
• 25:36
  a
• 25:36
  wedding
• 25:36
  day.
• 25:37
  And
• 25:37
  it
• 25:37
  will
• 25:37
  help
• 25:38
  someone
• 25:38
  in
• 25:38
  the
• 25:39
  future,
• 25:39
  maybe
• 25:39
  not
• 25:39
  at
• 25:40
  every
• 25:40
  wedding,
• 25:40
  but
• 25:40
  the
• 25:40
  wedding,
• 25:41
  when
• 25:41
  it
• 25:41
  comes
• 25:41
  into
• 25:41
  use,
• 25:42
  they
• 25:42
  are
• 25:42
  going
• 25:42
  to
• 25:43
  remember
• 25:43
  it
• 25:43
  and
• 25:43
  they're
• 25:43
  going
• 25:43
  to
• 25:43
  thank
• 25:44
  you
• 25:44
  for
• 25:44
  it.
• 25:44
  One
• 25:44
  of
• 25:45
  the
• 25:45
  big
• 25:45
  mistakes
• 25:45
  that
• 25:46
  I
• 25:46
  think
• 25:46
  pros
• 25:46
  and
• 25:47
  venues
• 25:47
  make
• 25:47
  when
• 25:47
  it
• 25:48
  comes
• 25:48
  to
• 25:48
  weddings
• 25:48
  is
• 25:48
  sometimes
• 25:49
  we
• 25:49
  over
• 25:49
  promise
• 25:50
  and
• 25:50
  under
• 25:50
  deliver.
• 25:50
  And
• 25:51
  that
• 25:51
  is
• 25:51
  a
• 25:51
  big
• 25:51
  no
• 25:51
  no
• 25:52
  when
• 25:52
  it
• 25:52
  comes
• 25:52
  to
• 25:52
  customer
• 25:53
  service.
• 25:53
  So
• 25:54
  going
• 25:54
  forward,
• 25:55
  I
• 25:55
  want
• 25:55
  you
• 25:55
  to
• 25:55
  have
• 25:55
  my
• 25:56
  mant,
• 25:56
  which
• 25:56
  is
• 25:56
  always
• 25:57
  under
• 25:57
  promise
• 25:58
  and
• 25:58
  over
• 25:58
  deliver.
• 25:58
  Don't
• 25:59
  over
• 25:59
  promise
• 25:59
  and
• 25:59
  under
• 26:00
  deliver.
• 26:00
  Under
• 26:00
  promise
• 26:01
  and
• 26:01
  over
• 26:01
  deliver.
• 26:02
  So,
• 26:02
  for
• 26:02
  example,
• 26:03
  if
• 26:03
  you're
• 26:03
  a
• 26:03
  photographer
• 26:04
  and
• 26:04
  you
• 26:05
  say
• 26:05
  to
• 26:05
  people,
• 26:05
  yep,
• 26:06
  normally
• 26:06
  I
• 26:06
  get
• 26:07
  the
• 26:07
  weddings
• 26:07
  back
• 26:07
  to
• 26:08
  you
• 26:08
  in
• 26:08
  two
• 26:08
  weeks
• 26:09
  and
• 26:09
  then
• 26:09
  it's
• 26:10
  busy
• 26:10
  wedding
• 26:10
  season
• 26:10
  and
• 26:10
  it's
• 26:11
  going
• 26:11
  to
• 26:11
  be
• 26:11
  six
• 26:11
  weeks,
• 26:12
  what
• 26:12
  you've
• 26:12
  done
• 26:12
  there
• 26:12
  is
• 26:13
  over
• 26:13
  promised
• 26:13
  and
• 26:13
  under
• 26:14
  delivered.
• 26:14
  But
• 26:15
  if
• 26:15
  you
• 26:15
  say
• 26:15
  to
• 26:16
  everyone,
• 26:16
  I'm
• 26:16
  going
• 26:16
  to
• 26:17
  get
• 26:17
  your
• 26:17
  wedding
• 26:17
  back
• 26:17
  to
• 26:17
  you
• 26:17
  in
• 26:18
  eight
• 26:18
  weeks
• 26:18
  and
• 26:19
  you
• 26:19
  consistently
• 26:20
  deliver
• 26:20
  them
• 26:20
  at
• 26:20
  two
• 26:20
  to
• 26:21
  four
• 26:21
  weeks,
• 26:21
  wow,
• 26:22
  they're
• 26:22
  going
• 26:22
  to
• 26:22
  be
• 26:22
  impressed
• 26:23
  because
• 26:23
  if
• 26:23
  you
• 26:23
  tell
• 26:23
  them
• 26:24
  two
• 26:24
  weeks,
• 26:24
  they're
• 26:24
  going
• 26:24
  to
• 26:24
  get
• 26:24
  to
• 26:25
  the
• 26:25
  end
• 26:25
  of
• 26:25
  the
• 26:25
  two
• 26:25
  weeks
• 26:25
  and
• 26:26
  they're
• 26:26
  going
• 26:26
  to
• 26:26
  be
• 26:26
  waiting.
• 26:27
  And
• 26:27
  now
• 26:27
  it
• 26:27
  feels
• 26:27
  like
• 26:28
  it's
• 26:28
  late
• 26:28
  dates.
• 26:28
  But
• 26:28
  if
• 26:29
  you
• 26:29
  tell
• 26:29
  them
• 26:29
  eight
• 26:29
  weeks
• 26:29
  and
• 26:30
  it
• 26:30
  arrives
• 26:30
  at
• 26:30
  two
• 26:30
  weeks,
• 26:31
  you've
• 26:31
  now
• 26:31
  done
• 26:31
  them
• 26:32
  an
• 26:32
  amazing
• 26:32
  service
• 26:33
  and
• 26:33
  given
• 26:33
  them
• 26:33
  an
• 26:34
  amazing
• 26:34
  gift.
• 26:34
  So
• 26:35
  what
• 26:35
  is
• 26:35
  it
• 26:35
  for
• 26:35
  you?
• 26:35
  Maybe
• 26:35
  you're
• 26:36
  a
• 26:36
  wedding
• 26:36
  dress
• 26:36
  shop
• 26:37
  and
• 26:37
  you
• 26:37
  know
• 26:37
  that
• 26:37
  the
• 26:37
  dresses
• 26:38
  don't
• 26:38
  come
• 26:38
  in
• 26:38
  for
• 26:39
  so
• 26:39
  long
• 26:39
  or
• 26:39
  maybe
• 26:40
  say
• 26:40
  it's
• 26:40
  slightly
• 26:41
  longer
• 26:41
  again
• 26:41
  and
• 26:41
  so
• 26:42
  that
• 26:42
  when
• 26:42
  it
• 26:42
  comes
• 26:42
  in
• 26:42
  early,
• 26:43
  you've
• 26:43
  helped
• 26:43
  them
• 26:43
  out.
• 26:43
  What
• 26:44
  you
• 26:44
  don't
• 26:44
  want
• 26:44
  is
• 26:44
  to
• 26:45
  be
• 26:45
  telling
• 26:45
  people
• 26:45
  things
• 26:45
  have
• 26:46
  happened
• 26:46
  late.
• 26:47
  So
• 26:47
  what
• 26:47
  else
• 26:48
  can
• 26:48
  you
• 26:48
  do
• 26:48
  to
• 26:49
  under
• 26:49
  promise
• 26:49
  and
• 26:49
  over
• 26:50
  deliver?
• 26:50
  Another
• 26:50
  example
• 26:51
  is
• 26:51
  I
• 26:51
  know
• 26:52
  an
• 26:52
  amazing
• 26:52
  DJ
• 26:53
  who
• 26:53
  sometimes
• 26:53
  takes
• 26:54
  photos
• 26:54
  and
• 26:54
  puts
• 26:55
  them
• 26:55
  on
• 26:55
  his
• 26:55
  DJ
• 26:55
  booth
• 26:56
  live
• 26:56
  during
• 26:56
  the
• 26:57
  event.
• 26:57
  Now,
• 26:57
  if
• 26:58
  he
• 26:58
  promises
• 26:58
  that
• 26:58
  he
• 26:58
  will
• 26:59
  do
• 26:59
  this
• 26:59
  as
• 26:59
  part
• 26:59
  of
• 26:59
  his
• 26:59
  package,
• 27:00
  it
• 27:00
  Puts
• 27:00
  additional
• 27:01
  pressure
• 27:01
  on
• 27:01
  him.
• 27:02
  It
• 27:02
  means
• 27:02
  if
• 27:03
  things
• 27:03
  go
• 27:03
  wrong,
• 27:03
  he's
• 27:04
  still
• 27:04
  got
• 27:04
  to
• 27:04
  deliver
• 27:04
  it,
• 27:04
  but
• 27:05
  if
• 27:05
  he
• 27:05
  doesn't
• 27:05
  tell
• 27:05
  them
• 27:05
  that's
• 27:06
  part
• 27:06
  of
• 27:06
  the
• 27:06
  package
• 27:07
  and
• 27:07
  then
• 27:07
  just
• 27:07
  does
• 27:08
  it
• 27:08
  on
• 27:08
  the
• 27:08
  night,
• 27:08
  it's
• 27:09
  a
• 27:09
  surprise
• 27:09
  and
• 27:09
  delight.
• 27:10
  They
• 27:10
  love
• 27:10
  it,
• 27:10
  they're
• 27:11
  really
• 27:11
  happy
• 27:11
  with
• 27:11
  it
• 27:11
  and
• 27:12
  he's
• 27:12
  gone
• 27:12
  above
• 27:12
  and
• 27:12
  beyond
• 27:13
  in
• 27:13
  their
• 27:13
  mind.
• 27:14
  Even
• 27:14
  if
• 27:14
  he's
• 27:15
  trying
• 27:15
  to
• 27:15
  expect
• 27:15
  to
• 27:16
  do
• 27:16
  that
• 27:16
  every
• 27:16
  time,
• 27:16
  he's
• 27:17
  saving
• 27:17
  himself
• 27:18
  from
• 27:18
  the
• 27:18
  pressure
• 27:19
  of
• 27:19
  over
• 27:19
  promising
• 27:20
  and
• 27:20
  under
• 27:20
  delivering.
• 27:21
  So
• 27:21
  what
• 27:21
  is
• 27:22
  it
• 27:22
  for
• 27:22
  you?
• 27:22
  What
• 27:22
  is
• 27:22
  it
• 27:23
  for
• 27:23
  you
• 27:23
  that
• 27:23
  you
• 27:23
  can
• 27:23
  do
• 27:24
  to
• 27:24
  under
• 27:24
  promise
• 27:25
  and
• 27:25
  over
• 27:25
  promote
• 27:25
  over
• 27:25
  deliver?
• 27:25
  The
• 27:26
  wedding
• 27:26
  day's
• 27:26
  happened,
• 27:27
  everything's
• 27:28
  gone
• 27:28
  well,
• 27:28
  they've
• 27:28
  gone
• 27:29
  off
• 27:29
  on
• 27:29
  their
• 27:29
  honeymoon.
• 27:30
  Now
• 27:30
  what?
• 27:31
  Well,
• 27:31
  the
• 27:31
  final
• 27:31
  part
• 27:32
  in
• 27:32
  this
• 27:32
  customer
• 27:32
  journey
• 27:33
  is
• 27:33
  to
• 27:33
  offboard
• 27:34
  our
• 27:34
  clients.
• 27:35
  Now,
• 27:35
  depending
• 27:35
  again
• 27:36
  on
• 27:36
  the
• 27:36
  level
• 27:36
  of
• 27:37
  service,
• 27:37
  the
• 27:37
  amount
• 27:37
  of
• 27:37
  money
• 27:38
  they've
• 27:38
  paid
• 27:38
  you,
• 27:38
  what
• 27:38
  part
• 27:39
  of
• 27:39
  the
• 27:39
  industry
• 27:39
  you're
• 27:39
  in,
• 27:40
  you
• 27:40
  may
• 27:40
  just
• 27:40
  send
• 27:40
  them
• 27:41
  an
• 27:41
  off
• 27:41
  boarding
• 27:41
  email,
• 27:42
  you
• 27:42
  may
• 27:42
  just
• 27:42
  send
• 27:43
  them
• 27:43
  an
• 27:43
  email
• 27:43
  saying
• 27:43
  it
• 27:44
  was
• 27:44
  great
• 27:44
  to
• 27:44
  work
• 27:44
  with
• 27:44
  you,
• 27:45
  can
• 27:45
  you
• 27:45
  leave
• 27:45
  us
• 27:46
  a
• 27:46
  review?
• 27:46
  Or
• 27:46
  for
• 27:47
  some
• 27:47
  of
• 27:47
  you,
• 27:47
  you
• 27:47
  may
• 27:48
  benefit
• 27:48
  from
• 27:49
  doing
• 27:49
  an
• 27:49
  off
• 27:49
  boarding
• 27:50
  call
• 27:50
  where
• 27:50
  you
• 27:50
  catch
• 27:51
  up
• 27:51
  with
• 27:51
  them,
• 27:51
  you
• 27:51
  find
• 27:52
  out
• 27:52
  what
• 27:52
  they
• 27:52
  liked
• 27:52
  about
• 27:53
  the
• 27:53
  wedding
• 27:53
  day
• 27:53
  and
• 27:53
  you
• 27:53
  could
• 27:54
  even
• 27:54
  record
• 27:54
  some
• 27:54
  of
• 27:54
  that
• 27:55
  if
• 27:55
  it's
• 27:55
  on
• 27:55
  Zoom
• 27:55
  and
• 27:56
  use
• 27:56
  it
• 27:56
  on
• 27:56
  your
• 27:56
  social
• 27:56
  media.
• 27:57
  If
• 27:57
  they're
• 27:57
  saying
• 27:57
  great
• 27:58
  stuff
• 27:58
  about
• 27:58
  your
• 27:58
  service,
• 27:59
  it's
• 27:59
  important
• 28:00
  that
• 28:00
  we
• 28:00
  don't
• 28:00
  just
• 28:00
  leave
• 28:01
  them
• 28:01
  to
• 28:01
  be
• 28:01
  after
• 28:02
  the
• 28:02
  wedding,
• 28:02
  we've
• 28:02
  got
• 28:02
  to
• 28:03
  do
• 28:03
  some
• 28:03
  kind
• 28:03
  of
• 28:03
  offboarding.
• 28:04
  Even
• 28:04
  if
• 28:04
  it's
• 28:05
  just
• 28:05
  a
• 28:05
  simple
• 28:05
  email
• 28:06
  that
• 28:06
  says
• 28:06
  it
• 28:06
  was
• 28:06
  great
• 28:07
  to
• 28:07
  work
• 28:07
  with
• 28:07
  you,
• 28:07
  thank
• 28:08
  you
• 28:08
  very
• 28:08
  much.
• 28:08
  If
• 28:09
  you
• 28:09
  are
• 28:09
  happy
• 28:09
  with
• 28:09
  our
• 28:09
  service,
• 28:10
  please
• 28:10
  leave
• 28:10
  us
• 28:10
  a
• 28:10
  review.
• 28:11
  If
• 28:11
  you
• 28:11
  are
• 28:11
  going
• 28:11
  to
• 28:11
  ask
• 28:12
  for
• 28:12
  a
• 28:12
  review,
• 28:12
  make
• 28:12
  it
• 28:13
  as
• 28:13
  easy
• 28:13
  as
• 28:13
  possible
• 28:14
  for
• 28:14
  people.
• 28:14
  Make
• 28:15
  sure
• 28:15
  you
• 28:15
  just
• 28:15
  give
• 28:15
  them
• 28:15
  one
• 28:15
  place
• 28:16
  to
• 28:16
  leave
• 28:16
  a
• 28:16
  review.
• 28:17
  Make
• 28:17
  sure
• 28:17
  it's
• 28:17
  just
• 28:17
  one
• 28:17
  click
• 28:18
  and
• 28:18
  they
• 28:18
  get
• 28:18
  straight
• 28:19
  there.
• 28:19
  If
• 28:19
  they've
• 28:19
  already
• 28:20
  said
• 28:20
  something
• 28:20
  nice
• 28:20
  to
• 28:21
  you
• 28:21
  in
• 28:21
  an
• 28:21
  email,
• 28:22
  copy
• 28:22
  and
• 28:22
  paste
• 28:22
  it
• 28:22
  and
• 28:23
  say
• 28:23
  this
• 28:23
  was
• 28:23
  a
• 28:23
  lovely
• 28:24
  sentence.
• 28:24
  Would
• 28:24
  you
• 28:24
  copy
• 28:25
  and
• 28:25
  paste
• 28:25
  it
• 28:25
  onto
• 28:26
  a
• 28:26
  Google
• 28:26
  review
• 28:26
  and
• 28:27
  leave
• 28:27
  them
• 28:27
  the
• 28:27
  link?
• 28:27
  Especially
• 28:28
  if
• 28:28
  they've
• 28:28
  got
• 28:28
  Gmail
• 28:29
  email
• 28:29
  address
• 28:29
  because
• 28:30
  it
• 28:30
  will
• 28:30
  take
• 28:30
  them
• 28:30
  less
• 28:31
  than
• 28:31
  10
• 28:31
  seconds.
• 28:31
  Or
• 28:32
  if
• 28:32
  they've
• 28:32
  left
• 28:32
  you
• 28:32
  a
• 28:33
  review
• 28:33
  before
• 28:33
  and
• 28:34
  you're
• 28:34
  now
• 28:34
  trying
• 28:34
  to
• 28:34
  get
• 28:34
  them
• 28:35
  to
• 28:35
  leave
• 28:35
  your
• 28:35
  review
• 28:35
  somewhere
• 28:36
  else
• 28:36
  because
• 28:36
  of
• 28:36
  wedding
• 28:37
  awards
• 28:37
  or
• 28:37
  something
• 28:37
  like
• 28:37
  that.
• 28:38
  Then
• 28:38
  put
• 28:38
  their
• 28:39
  original
• 28:39
  review
• 28:39
  in
• 28:39
  the
• 28:40
  email
• 28:40
  and
• 28:40
  say
• 28:40
  would
• 28:41
  you
• 28:41
  mind
• 28:41
  copying
• 28:42
  and
• 28:42
  pasting
• 28:42
  this
• 28:42
  onto
• 28:43
  this
• 28:43
  link
• 28:43
  Because
• 28:44
  I'm
• 28:44
  trying
• 28:44
  to
• 28:44
  enter
• 28:44
  some
• 28:45
  wedding
• 28:45
  awards,
• 28:45
  make
• 28:46
  it
• 28:46
  as
• 28:46
  easy
• 28:46
  as
• 28:46
  possible
• 28:47
  for
• 28:47
  them.
• 28:47
  The
• 28:47
  other
• 28:48
  thing,
• 28:48
  when
• 28:48
  it
• 28:48
  comes
• 28:48
  to
• 28:48
  reviews
• 28:49
  is
• 28:49
  sometimes
• 28:49
  it
• 28:49
  is
• 28:50
  hard
• 28:50
  to
• 28:50
  get
• 28:50
  them
• 28:50
  to
• 28:50
  leave
• 28:51
  reviews
• 28:51
  on
• 28:52
  these
• 28:52
  kind
• 28:52
  of
• 28:52
  sites,
• 28:52
  like
• 28:53
  Gmail,
• 28:54
  Google
• 28:54
  reviews
• 28:55
  or
• 28:55
  Facebook
• 28:55
  or
• 28:56
  directories.
• 28:57
  But
• 28:57
  sometimes
• 28:57
  people
• 28:58
  will
• 28:58
  just
• 28:58
  leave
• 28:58
  us
• 28:58
  reviews.
• 28:59
  They'll
• 28:59
  send
• 28:59
  us
• 28:59
  a
• 28:59
  text
• 29:00
  or
• 29:00
  they'll
• 29:00
  send
• 29:00
  us
• 29:00
  an
• 29:01
  email,
• 29:01
  or
• 29:01
  they'll
• 29:01
  send
• 29:01
  us
• 29:02
  a
• 29:02
  message,
• 29:02
  a
• 29:02
  voice
• 29:02
  note
• 29:03
  saying
• 29:03
  how
• 29:03
  amazing
• 29:04
  you
• 29:04
  did
• 29:04
  at
• 29:04
  their
• 29:04
  wedding.
• 29:05
  Well,
• 29:05
  these
• 29:05
  can
• 29:05
  also
• 29:06
  count
• 29:06
  as
• 29:06
  reviews.
• 29:07
  If
• 29:07
  you
• 29:07
  ask
• 29:07
  them,
• 29:08
  can
• 29:08
  I
• 29:08
  use
• 29:08
  this?
• 29:08
  Just
• 29:09
  screenshot
• 29:09
  it,
• 29:09
  or
• 29:10
  screenshot
• 29:10
  it
• 29:10
  and
• 29:10
  take
• 29:10
  their
• 29:11
  details
• 29:11
  out
• 29:11
  and
• 29:11
  use
• 29:12
  it
• 29:12
  that
• 29:12
  way
• 29:12
  because
• 29:12
  they've
• 29:13
  said
• 29:13
  those
• 29:13
  things
• 29:13
  about
• 29:14
  you
• 29:14
  that
• 29:14
  still
• 29:14
  counts
• 29:15
  as
• 29:15
  a
• 29:15
  review,
• 29:15
  even
• 29:15
  if
• 29:16
  they
• 29:16
  haven't
• 29:16
  left
• 29:16
  it
• 29:16
  in
• 29:17
  an
• 29:17
  official
• 29:17
  place.
• 29:18
  So
• 29:18
  don't
• 29:19
  neglect
• 29:19
  those
• 29:19
  things.
• 29:19
  If
• 29:20
  someone
• 29:20
  says
• 29:20
  something
• 29:20
  amazing,
• 29:21
  screenshot
• 29:22
  it,
• 29:22
  or
• 29:22
  ask
• 29:22
  them,
• 29:23
  can
• 29:23
  I
• 29:23
  use
• 29:23
  this?
• 29:23
  Or
• 29:23
  my
• 29:24
  website.
• 29:24
  Finally,
• 29:25
  the
• 29:25
  final
• 29:25
  thing
• 29:26
  I
• 29:26
  want
• 29:26
  to
• 29:26
  talk
• 29:26
  about
• 29:26
  is
• 29:27
  repeat
• 29:27
  business.
• 29:27
  Now,
• 29:28
  we
• 29:28
  are
• 29:28
  in
• 29:28
  the
• 29:28
  wedding
• 29:29
  industry
• 29:29
  and
• 29:29
  therefore
• 29:29
  repeat
• 29:30
  business
• 29:30
  isn't
• 29:31
  easy
• 29:31
  to
• 29:31
  come
• 29:31
  by.
• 29:31
  Most
• 29:32
  people
• 29:32
  only
• 29:32
  get
• 29:32
  married
• 29:33
  once
• 29:33
  and
• 29:33
  if
• 29:33
  they
• 29:33
  do
• 29:33
  get
• 29:34
  married
• 29:34
  multiple
• 29:34
  times,
• 29:34
  they're
• 29:35
  probably
• 29:35
  going
• 29:35
  to
• 29:35
  use
• 29:35
  different
• 29:36
  suppliers.
• 29:36
  So
• 29:37
  how
• 29:37
  can
• 29:37
  we
• 29:37
  get
• 29:38
  repeat
• 29:38
  business
• 29:39
  from
• 29:39
  our
• 29:40
  own
• 29:40
  customer
• 29:40
  service?
• 29:41
  Well,
• 29:41
  the
• 29:41
  first
• 29:42
  way
• 29:42
  is
• 29:42
  that
• 29:43
  if
• 29:43
  someone
• 29:43
  likes
• 29:44
  what
• 29:44
  we've
• 29:44
  done
• 29:44
  and
• 29:44
  they're
• 29:44
  shouting
• 29:45
  about
• 29:45
  it
• 29:45
  all
• 29:45
  over
• 29:46
  social
• 29:46
  media,
• 29:46
  if
• 29:46
  they're
• 29:47
  talking
• 29:47
  to
• 29:47
  all
• 29:47
  their
• 29:47
  friends
• 29:47
  about
• 29:48
  it,
• 29:48
  because
• 29:48
  we've
• 29:48
  gone
• 29:48
  above
• 29:49
  and
• 29:49
  beyond
• 29:49
  for
• 29:49
  them.
• 29:49
  Well,
• 29:50
  quite
• 29:50
  often
• 29:50
  when
• 29:50
  people
• 29:51
  get
• 29:51
  married,
• 29:51
  other
• 29:51
  people
• 29:52
  in
• 29:52
  their
• 29:52
  friendship
• 29:52
  group
• 29:52
  get
• 29:53
  married
• 29:53
  quite
• 29:53
  soon
• 29:54
  after.
• 29:54
  So
• 29:55
  that's
• 29:55
  a
• 29:55
  great
• 29:55
  way
• 29:55
  to
• 29:55
  get
• 29:56
  things.
• 29:56
  If
• 29:56
  you're
• 29:56
  going
• 29:56
  above
• 29:57
  and
• 29:57
  beyond
• 29:57
  on
• 29:57
  this
• 29:57
  customer
• 29:58
  service,
• 29:58
  it
• 29:58
  may
• 29:58
  feel
• 29:59
  like
• 29:59
  a
• 29:59
  lot
• 29:59
  of
• 29:59
  time
• 29:59
  and
• 29:59
  energy
• 30:00
  for
• 30:00
  you,
• 30:00
  but
• 30:01
  if
• 30:01
  it's
• 30:01
  leading
• 30:01
  to
• 30:02
  more
• 30:02
  work
• 30:02
  and
• 30:02
  more
• 30:02
  referrals
• 30:03
  is
• 30:03
  absolutely
• 30:04
  worth
• 30:04
  the
• 30:04
  time
• 30:04
  and
• 30:05
  the
• 30:05
  money
• 30:05
  that
• 30:05
  you
• 30:05
  put
• 30:06
  into
• 30:06
  it.
• 30:06
  Also,
• 30:06
  if
• 30:07
  your
• 30:07
  customers
• 30:07
  are
• 30:08
  leaving
• 30:08
  you
• 30:08
  reviews
• 30:08
  that
• 30:09
  you're
• 30:09
  then
• 30:09
  using
• 30:10
  on
• 30:10
  your
• 30:10
  social
• 30:10
  media
• 30:11
  in
• 30:11
  order
• 30:11
  to
• 30:11
  help
• 30:11
  you
• 30:12
  get
• 30:12
  future
• 30:12
  work,
• 30:12
  that's
• 30:13
  also
• 30:13
  a
• 30:13
  benefit.
• 30:14
  But
• 30:14
  there
• 30:14
  are
• 30:14
  a
• 30:14
  few
• 30:15
  formal
• 30:15
  things
• 30:15
  that
• 30:15
  you
• 30:15
  can
• 30:16
  try
• 30:16
  and
• 30:16
  do
• 30:16
  now,
• 30:16
  depending
• 30:17
  on
• 30:17
  your
• 30:17
  business,
• 30:17
  depending
• 30:18
  on
• 30:18
  how
• 30:18
  you
• 30:18
  work
• 30:18
  or
• 30:18
  operate,
• 30:19
  or
• 30:19
  depend
• 30:19
  whether
• 30:20
  or
• 30:20
  not
• 30:20
  you
• 30:20
  want
• 30:20
  to
• 30:20
  do
• 30:20
  these
• 30:21
  kind
• 30:21
  of
• 30:21
  things
• 30:21
  or
• 30:21
  not.
• 30:21
  But
• 30:22
  two
• 30:22
  things
• 30:22
  that
• 30:22
  I
• 30:22
  know
• 30:22
  businesses
• 30:23
  do
• 30:23
  that
• 30:23
  work
• 30:23
  for
• 30:24
  them.
• 30:24
  Number
• 30:24
  one,
• 30:24
  some
• 30:25
  businesses
• 30:25
  I
• 30:25
  know
• 30:25
  will
• 30:26
  actually
• 30:26
  reward
• 30:26
  people
• 30:27
  for
• 30:27
  giving
• 30:27
  reviews.
• 30:28
  So
• 30:28
  they'll
• 30:28
  either
• 30:29
  give
• 30:29
  them
• 30:29
  a
• 30:29
  voucher
• 30:30
  for
• 30:30
  something
• 30:30
  if
• 30:31
  they
• 30:31
  leave
• 30:31
  them
• 30:31
  a
• 30:32
  review
• 30:32
  within
• 30:32
  so
• 30:33
  long
• 30:33
  after
• 30:33
  the
• 30:33
  wedding,
• 30:34
  or
• 30:34
  they'll
• 30:34
  say
• 30:34
  that
• 30:35
  there's
• 30:35
  going
• 30:35
  to
• 30:35
  be
• 30:35
  a
• 30:35
  draw
• 30:36
  for
• 30:36
  everyone
• 30:36
  that
• 30:37
  leaves
• 30:37
  a
• 30:37
  review
• 30:37
  in
• 30:37
  the
• 30:38
  next
• 30:38
  three
• 30:38
  months
• 30:38
  and
• 30:38
  one
• 30:39
  of
• 30:39
  them
• 30:39
  is
• 30:39
  going
• 30:39
  to
• 30:39
  win
• 30:39
  an
• 30:40
  iPad
• 30:40
  or
• 30:40
  a
• 30:40
  £500
• 30:41
  voucher.
• 30:41
  Something
• 30:42
  pretty
• 30:42
  worthwhile,
• 30:43
  people
• 30:43
  doing
• 30:43
  it
• 30:44
  for
• 30:44
  now,
• 30:44
  this
• 30:44
  can
• 30:45
  work
• 30:45
  and
• 30:45
  it
• 30:45
  will
• 30:45
  increase
• 30:46
  the
• 30:46
  amount
• 30:46
  of
• 30:46
  reviews
• 30:47
  you
• 30:47
  have.
• 30:47
  Again,
• 30:48
  it's
• 30:48
  up
• 30:48
  to
• 30:48
  you
• 30:48
  whether
• 30:49
  or
• 30:49
  not
• 30:49
  you
• 30:49
  think
• 30:49
  this
• 30:49
  would
• 30:49
  be
• 30:50
  something
• 30:50
  you'd
• 30:50
  want
• 30:50
  to
• 30:50
  do
• 30:50
  in
• 30:50
  your
• 30:51
  business,
• 30:51
  but
• 30:51
  it's
• 30:51
  worth
• 30:52
  considering.
• 30:52
  The
• 30:53
  other
• 30:53
  thing
• 30:53
  that
• 30:53
  people
• 30:53
  do
• 30:54
  sometimes
• 30:54
  is
• 30:54
  referral
• 30:55
  gifts.
• 30:56
  So
• 30:56
  for
• 30:56
  example,
• 30:57
  if
• 30:57
  I
• 30:58
  get
• 30:58
  married
• 30:59
  and
• 30:59
  then
• 31:00
  I
• 31:00
  have
• 31:00
  you
• 31:00
  as
• 31:00
  the
• 31:00
  photographer,
• 31:01
  you
• 31:01
  might
• 31:01
  say
• 31:01
  to
• 31:02
  me,
• 31:02
  becca,
• 31:02
  I
• 31:02
  hope
• 31:03
  you
• 31:03
  loved
• 31:03
  having
• 31:03
  us
• 31:03
  as
• 31:03
  a
• 31:04
  photographer.
• 31:04
  Thank
• 31:04
  you
• 31:04
  for
• 31:05
  your
• 31:05
  review.
• 31:05
  If
• 31:06
  any
• 31:06
  of
• 31:06
  your
• 31:06
  friends
• 31:06
  book
• 31:07
  us
• 31:07
  and
• 31:07
  say
• 31:07
  that
• 31:07
  you
• 31:07
  recommended
• 31:08
  us,
• 31:08
  we'll
• 31:09
  send
• 31:09
  you
• 31:09
  a
• 31:09
  bottle
• 31:09
  of
• 31:09
  champagne,
• 31:10
  a
• 31:10
  SPA
• 31:10
  Day
• 31:11
  voucher,
• 31:11
  10
• 31:12
  pound
• 31:12
  Amazon
• 31:12
  voucher,
• 31:13
  Starbucks.
• 31:13
  I
• 31:14
  don't
• 31:14
  know
• 31:14
  what
• 31:14
  it
• 31:14
  is
• 31:14
  for
• 31:14
  you
• 31:14
  to
• 31:15
  say
• 31:15
  thank
• 31:15
  you
• 31:15
  because
• 31:15
  we
• 31:16
  really
• 31:16
  appreciate
• 31:16
  it
• 31:16
  when
• 31:17
  you
• 31:17
  spread
• 31:17
  the
• 31:17
  word
• 31:17
  for
• 31:17
  us.
• 31:18
  Some
• 31:18
  people
• 31:18
  will
• 31:19
  go
• 31:19
  ahead
• 31:19
  and
• 31:19
  do
• 31:19
  that
• 31:19
  and
• 31:20
  that
• 31:20
  can
• 31:20
  be
• 31:20
  a
• 31:20
  really
• 31:20
  lovely
• 31:21
  way
• 31:21
  because
• 31:21
  if
• 31:21
  that
• 31:21
  leads
• 31:22
  you
• 31:22
  on
• 31:22
  to
• 31:22
  another
• 31:22
  couple
• 31:23
  of
• 31:23
  thousand
• 31:23
  pound
• 31:23
  booking,
• 31:24
  well,
• 31:24
  a
• 31:24
  20
• 31:24
  pound
• 31:25
  Amazon
• 31:25
  voucher
• 31:25
  is
• 31:26
  the
• 31:26
  least
• 31:26
  you
• 31:26
  can
• 31:26
  do
• 31:26
  to
• 31:26
  say
• 31:27
  thank
• 31:27
  you
• 31:27
  for
• 31:27
  that
• 31:27
  booking.
• 31:28
  Why
• 31:28
  not
• 31:28
  reward
• 31:29
  them
• 31:29
  for
• 31:29
  using
• 31:29
  you
• 31:29
  again
• 31:30
  for
• 31:30
  for
• 31:30
  something
• 31:30
  else?
• 31:31
  They
• 31:31
  may
• 31:31
  not
• 31:31
  get
• 31:31
  married
• 31:32
  again,
• 31:32
  but
• 31:32
  maybe
• 31:32
  your
• 31:33
  service
• 31:33
  could
• 31:33
  be
• 31:33
  used
• 31:33
  for
• 31:33
  birthday
• 31:34
  parties,
• 31:34
  for
• 31:35
  wakes,
• 31:36
  for
• 31:36
  baby
• 31:37
  showers,
• 31:37
  christenings.
• 31:38
  I
• 31:38
  don't
• 31:38
  know
• 31:38
  what
• 31:38
  it
• 31:38
  is,
• 31:39
  but
• 31:39
  do
• 31:39
  you
• 31:39
  gift
• 31:40
  them
• 31:40
  a
• 31:40
  voucher
• 31:41
  or
• 31:41
  something
• 31:41
  like
• 31:41
  that
• 31:41
  that
• 31:41
  they
• 31:42
  can
• 31:42
  use
• 31:42
  towards
• 31:43
  booking
• 31:43
  you
• 31:43
  in
• 31:43
  the
• 31:44
  future
• 31:44
  for
• 31:44
  something
• 31:45
  else?
• 31:45
  Maybe
• 31:45
  you
• 31:45
  give
• 31:46
  them
• 31:46
  a
• 31:46
  discount
• 31:47
  or
• 31:47
  a
• 31:47
  piece
• 31:47
  of
• 31:47
  added
• 31:47
  value
• 31:48
  or
• 31:48
  say
• 31:48
  to
• 31:48
  them,
• 31:49
  if
• 31:49
  you
• 31:49
  use
• 31:49
  me
• 31:49
  again,
• 31:49
  then
• 31:50
  you
• 31:50
  know
• 31:50
  you've
• 31:50
  got
• 31:50
  a
• 31:51
  lifetime
• 31:51
  10%
• 31:52
  off.
• 31:52
  I
• 31:52
  don't
• 31:52
  know
• 31:53
  what
• 31:53
  it
• 31:53
  is
• 31:53
  again,
• 31:53
  these
• 31:54
  things,
• 31:54
  you've
• 31:54
  got
• 31:54
  to
• 31:54
  take
• 31:54
  them
• 31:55
  and
• 31:55
  you've
• 31:55
  got
• 31:55
  to
• 31:55
  work
• 31:55
  out
• 31:55
  how
• 31:56
  they
• 31:56
  work
• 31:56
  in
• 31:56
  your
• 31:56
  business.
• 31:57
  But
• 31:57
  I
• 31:57
  do
• 31:57
  hope
• 31:58
  that
• 31:58
  it
• 31:58
  gives
• 31:58
  you
• 31:58
  some
• 31:58
  ideas
• 31:59
  about
• 31:59
  how
• 32:00
  you
• 32:00
  can
• 32:00
  more
• 32:00
  formally
• 32:01
  try
• 32:01
  and
• 32:01
  get
• 32:01
  people
• 32:02
  refer
• 32:02
  you
• 32:02
  on
• 32:03
  or
• 32:03
  to
• 32:03
  leave
• 32:04
  you
• 32:04
  a
• 32:04
  review.
• 32:04
  That
• 32:05
  brings
• 32:05
  us
• 32:05
  to
• 32:05
  the
• 32:05
  end
• 32:06
  of
• 32:06
  our
• 32:06
  summer
• 32:07
  season.
• 32:07
  Going
• 32:07
  through
• 32:08
  the
• 32:08
  customer
• 32:08
  journey.
• 32:08
  I
• 32:09
  hope
• 32:09
  you've
• 32:09
  enjoyed
• 32:09
  it.
• 32:10
  We've
• 32:10
  gone
• 32:10
  in
• 32:10
  detail
• 32:11
  through
• 32:11
  all
• 32:11
  the
• 32:11
  different
• 32:12
  aspects
• 32:12
  and
• 32:12
  today
• 32:13
  has
• 32:13
  been
• 32:13
  all
• 32:14
  about
• 32:14
  customer
• 32:14
  service
• 32:15
  and
• 32:15
  going
• 32:15
  above
• 32:15
  and
• 32:16
  beyond.
• 32:16
  The
• 32:16
  next
• 32:17
  couple
• 32:17
  you
• 32:17
  work
• 32:17
  with,
• 32:18
  try
• 32:18
  it
• 32:18
  out,
• 32:18
  go
• 32:18
  above
• 32:19
  and
• 32:19
  beyond,
• 32:19
  show
• 32:20
  how
• 32:20
  much
• 32:21
  you're
• 32:21
  willing
• 32:21
  to
• 32:21
  do
• 32:21
  under
• 32:22
  promise
• 32:22
  and
• 32:22
  over
• 32:22
  deliver
• 32:23
  and
• 32:23
  I
• 32:23
  guarantee
• 32:24
  it
• 32:24
  will
• 32:24
  make
• 32:24
  a
• 32:25
  difference.
• 32:25
  If
• 32:25
  you
• 32:25
  want
• 32:25
  to
• 32:26
  go
• 32:26
  through
• 32:26
  any
• 32:26
  of
• 32:26
  this
• 32:26
  stuff
• 32:27
  in
• 32:27
  more
• 32:27
  detail,
• 32:27
  you
• 32:27
  want
• 32:27
  to
• 32:28
  work
• 32:28
  with
• 32:28
  me
• 32:28
  one
• 32:28
  to
• 32:28
  one
• 32:28
  or
• 32:29
  find
• 32:29
  out
• 32:29
  more
• 32:29
  about
• 32:29
  joining
• 32:30
  the
• 32:30
  members
• 32:30
  lounge,
• 32:30
  reach
• 32:31
  out
• 32:31
  to
• 32:31
  me,
• 32:31
  I'm
• 32:32
  over
• 32:32
  on
• 32:32
  Instagram,
• 32:33
  echapoundey
• 32:33
  or
• 32:34
  head
• 32:34
  to
• 32:34
  the
• 32:34
  links
• 32:34
  in
• 32:35
  the
• 32:35
  show
• 32:35
  notes.
• 32:35
  We'll
• 32:36
  be
• 32:36
  back
• 32:36
  to
• 32:36
  normal
• 32:36
  programming
• 32:37
  from
• 32:37
  next
• 32:38
  week,
• 32:38
  where
• 32:38
  I've
• 32:38
  got
• 32:38
  some
• 32:39
  more
• 32:39
  guests
• 32:39
  and
• 32:39
  exciting
• 32:40
  opportunities
• 32:41
  coming
• 32:41
  up.