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Did you ever loose/not book a client because of the PLANNER?

post #1 of 28
9/19/12 at 1:33pm
Thread Starter 
I just had a *horrible* tasting consultation with a bride, groom, the bride's friend and a nightmare planner. Obviously, I'm not going to book with them as not only did the appointment run over by 2 hours (thankfully, it was my last of the day!), I couldn't even get a design idea going that fit in the budget.

The planner completely interrupted every time I asked a question. She spoke FOR the groom even though he was sitting right there, and made it completely impossible for me to come together with a design that was something they both could like. I tried bringing out the magazines and having them flip through it. The original designs they had were out of their budget and I couldn't determine any budget friendly options for them because of the planner. The groom was in one direction and the bride in another - and she spoke over both of them. She even had the audacity to demand a military discount - even though SHE was the one with a "relative" in the military!

Any advice on how to better handle an overbearing planner who swears that THEY and only THEY know best for their client? Or do you just write it off every time you come across one and move on?
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post #2 of 28
9/19/12 at 1:57pm
Well, you certainly put this crappy planner into your little list...so when somebody else mentions that they have a wedding planner, you ask who is their planner? and then you can claim to be "all booked up" if they are using this one.

Wasting multiple peoples time like that should also get a short answer right then and there: When the appointment has run a full hour over, you say so. You say to the bridal couple, "I'm sorry to waste any more of your timer, here's my business card" and walk out of the room.

I have been answering business-to-business telemarketing calls like that. It feels right to say slowly and calmly and clearly, " I don't want to waste your time, we will not use your service, please do not call again" and hang up.
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post #3 of 28
9/19/12 at 3:16pm
You have to take control of your consultation session. Some tips I would suggest for an overbearing person:

When she interrupts, stop what you're saying, put down whatever you're holding (magazine, whatever) and just stare at her. No response. When she's done speaking. Pause for a few seconds, just enough to make her uncomfortable, then ask, "Are you done speaking? I do not want to interrupt you in the middle of expressing your idea/opinion." And go right back to what you were saying to address the couple.

If she raised a valid point during the interruption either give a short answer or state that it will be addressed at a specific point in the conversation. More interruption, more silent stare and back to where you were with the couple. I believe it's called Extinction in behavioral psychology. Ignoring the urge to reinforce a behavior till the subject realizes, interrupting isn't going to get her idea acknowledged.

You asked the groom a question and she answered? Turn back to the groom and ask him the question again to get his response.

I'm not the most patient person, and I'm sure if I had that experience, after 2 hours of getting nowhere, I would not hesitate to inform the planner that I expect responses from the couple and when I need planner-specific information, I would direct the conversation to her.
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post #4 of 28
9/19/12 at 3:59pm
I tell planners that my client is the bride and groom, not them. If they come and try to take over the appointment (and that's happened to me too) you just have to address everything to the bride and groom. Some people are more obnoxious than others though, so if they're being rude then you might just have to tell them that you need to hear the couples' opinion. Or whenever she says something, turn to the bride and groom and say "Is that right?"

If people are really taking a lot longer than they should you need to just tell them that you need to wrap it up and do they have any more questions? If they haven't gotten to the design at all, tell them that you'll have to think about what they've told you so far and you'll get back to them. Then email the bride and groom and not the planner.

I've had planners tell me that they're the only contact for the couple, and that I can't have their email address or phone number, and that they'll handle all of the contracts. I tell them that I don't work that way, so I can't help their client. My assumption with people like that is that they're marking up the contracts and adding fees on to them to get more money from the client. I won't work with people who do that, they can go pound sand.
http://www.acaketorememberva.blogspot.com
http://www.facebook.com/acaketoremember
http://www.youtube.com/karabuntin
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http://www.acaketorememberva.blogspot.com
http://www.facebook.com/acaketoremember
http://www.youtube.com/karabuntin
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post #5 of 28
9/19/12 at 4:19pm
Quote:
Originally Posted by BakingIrene

Well, you certainly put this crappy planner into your little list...

Oh I have one of those lists, and although it is a very short list, a planner is right there in the Numero Uno spot. Creeps me out just thinking of her. tapedshut.gif
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post #6 of 28
9/19/12 at 4:21pm
And yes, to echo other sentiments, I work for the bride and the groom, not some middle man. And a ditto to everything Costume said.
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post #7 of 28
9/19/12 at 4:28pm
Quote:
Originally Posted by AZCouture

And yes, to echo other sentiments, I work for the bride and the groom, not some middle man. And a ditto to everything Costume said.



You're allowed to use my real name, har de har har har! Although people would probably be confused.
http://www.acaketorememberva.blogspot.com
http://www.facebook.com/acaketoremember
http://www.youtube.com/karabuntin
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http://www.acaketorememberva.blogspot.com
http://www.facebook.com/acaketoremember
http://www.youtube.com/karabuntin
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post #8 of 28
9/19/12 at 4:28pm
Okie dokie....Fred.
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post #9 of 28
9/19/12 at 4:31pm
Thread Starter 
Thanks!!!

As a small token of trying to salvage this, I reached out directly to the bride and asked if she and the groom would be willing to meet with me again to re-discuss their needs for a wedding cake.

The planner calls me back and says that it was unprofessional of me to contact HER clients to ask them to meet me without her present. icon_eek.gif

Off to start that list!
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post #10 of 28
9/19/12 at 4:34pm
Quote:
Originally Posted by btrsktch

Thanks!!!

As a small token of trying to salvage this, I reached out directly to the bride and asked if she and the groom would be willing to meet with me again to re-discuss their needs for a wedding cake.

The planner calls me back and says that it was unprofessional of me to contact HER clients to ask them to meet me without her present. icon_eek.gif

Off to start that list!

icon_mad.gif What a piece of work.
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post #11 of 28
9/19/12 at 4:40pm
I just now noticed the two hour part. Holy hell, what takes two hours?!?!
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post #12 of 28
9/19/12 at 4:47pm
Sorry - but I got a chuckle out of this. I only do about 2 to 3 wedding cakes a year - just for friends or family. Recently, had my first wedding planner experience. Bride showed up - very attractively, neatly dressed. Wedding planner shows up in dirty jeans, wrinkled t-shirt and hair all messed up (looked like she had just rolled out of bed.) Brought along her bratty 3 year son who wanted to handle everything in my house (my home is not kid proofed - since I don't have children or grandchildren.) Planner was on her cell phone during the entire consultation. Delivered the cake this past Saturday. The photographer had similar comments about the planner!! What a waste of money for the bride. Yea - I may put her name on my list!!
Love cakes!!
Valerie
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Love cakes!!
Valerie
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post #13 of 28
9/19/12 at 5:04pm
Quote:
Originally Posted by btrsktch

Thanks!!!

As a small token of trying to salvage this, I reached out directly to the bride and asked if she and the groom would be willing to meet with me again to re-discuss their needs for a wedding cake.

The planner calls me back and says that it was unprofessional of me to contact HER clients to ask them to meet me without her present. icon_eek.gif


Off to start that list!



Yep, this is probably someone who doesn't know what she's doing. I've found that the newer planners who think they're super cool are the most obnoxious about that kind of thing, She's one who I'd tell that the client isn't her, and I need to speak to the bride, not to her. Then I'd call the bride and tell her that because the planner was being so difficult that I wouldn't be able to help her with her cake.
http://www.acaketorememberva.blogspot.com
http://www.facebook.com/acaketoremember
http://www.youtube.com/karabuntin
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http://www.acaketorememberva.blogspot.com
http://www.facebook.com/acaketoremember
http://www.youtube.com/karabuntin
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post #14 of 28
9/19/12 at 5:05pm
I spent over 3 hrs earlier this summer with bride and her mother. They wanted an original cake that I was eager to make, plus do all the sweet table desserts for the bridal shower... MOB said they would have to run by the planner (who was not available to meet that day). I received 20+ phone calls from that planner the following days.... She wanted me to considerably reduce all costs and made absurd demands. I called MOB and said I would not deal with that woman.
She is definitely on my 'black' list!
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post #15 of 28
9/19/12 at 5:11pm
Uh, oh. I have a consultation next weekend. The bride told me her planner insisted on coming, along with her mother, future MIL, and her BFF. Am I in trouble?
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