CONFIRMATIONEXAMPLE-COMPLETE INFORMATION:
“HiAnnie!This is Emily at Vow’d. I am reaching out to confirm your appointment tomorrow at 10:30am with 5 guests. Does this date and time still work for you?”
Bride-“Yes, we can’t wait! See you there.”
“Wonderful, we are so excited to meet you, please let me know if you have any questions at all about the appointment process. Best, Emily.” OR
Bride-“No, I need to cancel. I found my dress somewhere else.”
“I’m happy to cancel this appointment for you! Would you like to reschedule? Is there a day or time that works best for you?”
If she has had a previous appointment with us, use this response…
“I’m happy to cancel this appointment for you. We’re so happy you found your dream dress! Would you be willing to share photos with us? We’re always looking for new styles and you may have discovered a dress we need to add to the collections.”
Once an appointment is confirmed, make sure you review her full booking details before her arrival and prepare a welcoming space for her.
● What are her favorite dresses? Can you select other styles that she might like based off these?
● Review her Pinterest board to get an idea of her wedding style
● Create an “Instagram-able” moment on the sandwich board welcoming her with fun quotes and her name!
● Have refreshments or a sweet treat ready
● Make sure her fitting room is clean of any debris from previous appointments
TheBride’sJourney
There are many ways we listen to our guests. Her first impression sets the tone for her entire experience.Think back to a time when you first visited your favorite store or the hot new restaurant in town.You’re walking up to the front and the walkway is littered with trash, the flowers outside of the entrance are half dead, you noticed there were several blown light bulbs on the sign & entry way, and the windows were so dirty that you could barely see through them.All of this, and you haven’t even been inside yet.This all adds up to the whole experience, even if you have the most amazing experience while inside, you will still always remember that first impression you had. So, how does our guest view us in her first impression?
WhatdoessheSEE?
WhatdoessheSMELL? WhatdoessheHEAR? WhatdoessheFEEL?
Let’slookatourVoiceofGuestsurvey.Keepinmind thatwehave2VOGsurveysatVow’d.
Oneisforgueststhathaveanappointmentwithus andthesecondisforourwalk-inguests.
VOG - FIRST IMPRESSION (BridewithanAppointment)
Her First Impression on the Voice of the Guest Survey -
● Was the store easy to locate?
● Please describe your experience in finding the store. Include notes on parking, convenience and safety.
● Did the front of the store…
○ Look welcoming?
○ Look compelling?
○ Capture your interest?
● Did the store front reflect the brand mission and web experience (do they feel related?)
● Please provide comments on the store appearance and how it did or did not reflect the brand and web experience.
● Did the store front…
○ Look clean and free of debris?
○ Have clean windows?
○ Have a clean entryway?
● Did the exterior plants and/or display look well maintained and compliment the entry?
● Comments on First Impression:Arrival at store:Tell the story of your first impressions upon arriving at the store. Describe what you saw and how you felt. Include positive comments and make sure to explain all no answers.
OurVOGsurveyforourguest without anappointment looksverysimilaraswell…
VOG - FIRST IMPRESSION (BridewithoutAppointment)
● Was the store easy to locate?
● Please describe your experience in finding the store. Include notes on parking, convenience and safety.
● Did the front of the store…Look welcoming? Look compelling? Capture your interest?
● Did the store front reflect the brand mission and web experience (do they feel related)?
● Please provide comments on the store appearance and how it did or did not reflect the brand and web experience.
● Did the storefront…Look clean and free of debris? Have clean windows? Have a clean entryway?
● Did the exterior plants and/or display look well maintained and complement the entry?
● Comments on First Impression:Arrival at Store:Tell the story of your first impressions upon arriving at the store. Describe what you saw and how you felt. Include positive comments and make sure to explain all no answers.
Now,let’slookatafewofourbride’sfirstimpressions andrealcommentsaroundherexperience…
“I parked right on the street. From the street it’s right down a walkway. Very convenient, there were many spots open at the time I arrived.
There were no spots open when I left. Depending on how busy it is, parking can be hard to find. It is a very safe area, with a lot of crosswalks.”
“The store was in between an alleyway that was well lit and gave off fun vibes. Parking was not specifically designed for Vow’d; however, there were metered spaces around that were free after 5pm. I felt very safe walking to Vow’d as there were many people out and about and it seemed like a very popular area for people to visit at night.”
“Thestorereallyreflectedthebrandappearancedisplayedonline. Everythingonlineisportrayedasfun,flirty,bubbly,brightand inviting,andthestorematchedallofthesecharacteristicswell.”
“As I walked up, I felt at ease, and the atmosphere was very inviting with the way the storefront was laid out. There was a welcome sign with my name on it outside the store, which added a personalized touch. There was an associate standing behind the front desk who greeted me as soon as I walked in and asked for my name. The was well lit and the dresses appeared to be organized very neatly. The floor was clean and all dressing areas were clean. I was the only group in the store at this time.”
Afterreadingthecommentsthatourbrides justleftus…PAUSETODISCUSSWITH YOURLEADER…..
Whatdidwenail?
And,whatcouldwehavedonedifferently?
Nowthatwe’vewonheroverwiththebestfirstimpression…what’s next?HowdoweturnherfromaguesttoaVow’dBride?
Let’s continue on our Bride’s Journey with The Welcome and Intro to theAppointment
The minute our guests walk through the door it’s showtime! She’s been waiting for this moment her entire life and you get to be the one to help her find “THE” dress.
Making the magic happen starts with an immediate and friendly greeting -
TheWelcome-
Greeting
● Ask “How can I help you today?”
● Step out from behind the cash-wrap/counter and move toward them
● If you’re helping another guest, let them know you’re just finishing up and will be right out to help them
Introduce
● Show genuine excitement that they are there
● If you’re not her stylist for the day, let them know who is and that they’ll be right with them
Escort
● Show the bride and her party to their viewing space
● Let them get comfortable
● Ask “Would you like a refreshment while we get started?”
*If all viewing spaces are taken and you can’t seat them right away, let them know! Invite them to look around or offer another seat in the waiting area. Waiting doesn’t feel so bad if you are sipping on champagne - offer them a beverage while they wait.
