Ep. 005 - The Secret to Securing 5-Star Reviews in Wedding Videography

While creating breathtaking films for our clients is the heart of what we do, garnering glowing reviews from our couples can sometimes prove elusive. In this episode, Danny & Jase share their tried-and-true tactics for surpassing expectations and securing those coveted 5-star reviews.

Join us as we delve into strategies that go above and beyond to ensure client satisfaction. From personalized touches to exceptional customer service, discover actionable insights to elevate your client experience and effortlessly earn rave reviews that propel your business to new heights.

You all know this by now.... reviews mean the world to us! If you took anything away from this we'd love for you to leave one for us.

Leave us a voice note in the DM's and be featured on the podcast
https://www.instagram.com/thatweddingvideographerpodcast

Danny Rizzo
https://www.instagram.com/rizzo.films

Jase Hunter
https://www.instagram.com/afterglowweddings

Transcript

Danny (00:00):

Welcome to that Wedding Videographer podcast. I'm Danny.

Jase (00:04):

I'm Jace, and today it's all about that five star service. And how would you go about doing that? I clearly don't.

Danny (00:23):

So a five star service to me is just that you are completely taking care of that client. So it's not just a number, it's not just a booking, it's a connection, it's a feeling. I think the crux of delivering a proper five star service, certainly in my opinion and how I go about things like a lot of it starts from building a relationship with the client as soon as possible. Really just trying to make a connection because again, I think we covered this off before in the branding episode or the social media episode, just about how these people that you're going out to these clients that you have, they are strangers. And in this line of work to do really well, you really need to be very, very good at building relationships really, really quickly.

(01:29):

So from that first call, asking them questions, I think what I like to do is when I'm on the call with a couple, I will have the screen on, obviously I've got two screens or I'll use the iPad and I'll have my CRM up and I'll just take notes. So for instance, if they're talking about their pets or they've got a little niece or nephew that they mentioned on the call, a lot of the time they're giving you that information, maybe subconsciously, but subconsciously, deliberately because trying to share with you. And I think that for you to be cognizant and take note of that information because face it, I mean unless you've got a very, very good memory with the amount of couples that we speak to, you're going to struggle to remember what their cat or dog's name is. But I think if you have the intent to know that that information is important and then take it down so that the next time that you catch up, for instance, on that call, because like you said, you might not speak, speak, speak, speak, but you might not properly speak to these couples again until maybe like that eight or four week mark before the wedding.

(02:42):

I always encourage my couples that I am contactable, I'm reachable say that in the confirmation email when the book I said, don't be a stranger. Best way to contact me is Instagram. Just drop me a message anytime and I'll get back to you. So I think that's a massive, massive part to play in it. But I think also another factor is your speed of response. I have always been much to kirsty's disdain. Sometimes you don't need to reply now, and I'm like, I know I don't need to, but I want to because reached out to me and they've taken the time and I don't want them. Maybe if they've asked a question or they've sent an email, there's obviously times when I'm back to back weddings or back to back weddings and I take a day off with the kids and maybe it's like I hate weaving it for the three days.

(03:38):

I will normally jump on at some point during the evening just to send the reply off and then just say, look, sorry I've been busy. I've been at weddings. And then give them the reply. So I think there are really, really two big factors about, because remember again, going back to you're a stranger to them as much as they're a stranger to you kind of thing. And they've obviously paid you money and especially if you don't have much of an Instagram presence. I know of couples that have maybe contacted me about maybe because I am quite active on social media and about their photographer that maybe hasn't posted anything in four months and they're like, I've not really heard anything. I've not really seen. They've not been on. Are they okay? Are they alive? So yeah, I think being present, building relationships and your communication speed and style has a massive part to play in it. What do you

Jase (04:38):

Think? Yeah, it's nice to be in the episode, I just let you go. Sorry, I went off on a tangent. That was yeah, half the episode

Danny (04:47):

There. Sorry, I forgot. I need to share this stage with someone else.

Jase (04:50):

So five star service, why is it important when it comes to doing this job? Reviews and referrals are super important. An amazing way to ensure that you get that is by giving a five star service and obviously five star, we all know the hotel's top result. If you do everything above and beyond, you're going to get this five star service. I think it's about thinking what you can do additionally to filming a great wedding or filming it greatly. That's how you go about it. And I think what Danny does really well is establish a great connection with his clients throughout the process. And it's something that I've been doing better at over the years because obviously I'm getting married in a couple months and my process with the people who I've booked is that it has been quite quiet up until now. So we booked them all two years ago and there's been two years of silence, and I know I'm guilty of this as well with my clients because we're just busy. There's a lot of stuff happening, but how good would it be? I remember something that was really cool for me, and it's not to do with wedding related, but the first ever a house that I bought when I moved in there, the bank sent us this care package. It had mugs, it had

Danny (06:12):

Sugar cookies, cookies and all that

Jase (06:13):

And stuff. And I was like, that was a cool move. That was a cool move. I like that Jason

Danny (06:19):

Likes free stuff.

Jase (06:20):

I do. I like free stuff. Give me a mug if you can. And I just thought it was really cool and I've always wanted to send gifts to my clients to help them out with certain things, planning them or if like you mentioned, you're on a call with them and they mentioned a dog. For example, I had a call today, they have a dog called Freddie. I want to get Freddie a gift, I want to get them a treat little thing or something like that. That would be a super cool thing to do. It's obviously expensive to just give every single one of your clients gifts and no one's asking you to do it, but I feel like if you were to budget in something like that, it would be quite handy. I do tend to send a lot of my clients coffee vouchers so they can go away. You might be stressing out with all the wedding planning going on two months before your wedding. Here's a voucher for some coffee.

Danny (07:13):

That's a cool idea.

Jase (07:14):

And get yourself a coffee. It's like a tenor for me, but it's something that goes, oh yeah, that's pretty cool.

Danny (07:21):

And

Jase (07:21):

Also in my reviews you can see that some people mention that's it's just something else to make them think about giving a review or referring you to someone. I think going above and beyond

Danny (07:32):

Bad, bad. It's just been nice though because I think that's also something that I think that we can be a little bit in danger of forgetting sometimes, which is because we see weddings day, week in, week out and we're at weddings and obviously this is our job, so we see weddings all the time, but for that couple, that's the biggest day of their life.

Jase (07:55):

Do

Danny (07:55):

You know what I mean? And I mean, I'll even say it as well, I'm guilty of not thinking about that all the time, but I think we should be and keeping that in the back of your mind. So you really want to make, you don't want to be giving them that drive-through service.

Jase (08:14):

This is just another weekend. To them, this is the biggest day of their life for us.

Danny (08:20):

It's not that we think that it's just any other weekend, it's just that it's our job and it is best job ever. Its fantastic job. Very lucky, fantastic, very, very lucky to have it, but it's just we are more just used to it and for them it's a once in a lifetime thing.

Jase (08:42):

And as well, the role of our job in the day is quite unique. Obviously similar to the photographer, but whereas other suppliers are going to be handing over a product and then letting clients use that like a wedding dress or flowers or decor, maybe different from the band because they have a service to do as well, but photographer and the videographer are going to be by their side all day. They've hired you to be a teammate on the day and guide them through it. They're going to want someone that they absolutely trust and that they know really well and that just makes the job so much easier. So there's so many things that we could actually be thinking about

Speaker 3 (09:21):

Doing

Jase (09:22):

Before the wedding day to get them absolutely loving our service before we've even pressed record.

Danny (09:29):

A hundred percent. There's actually, so there's a celebrant in Scotland, Andrew D. Scott, you've maybe seen it before, but he sends them out emails like a year, six months before the wedding. Obviously I, and you can also get them set up so as part of the workflow and things like that in your CRM and stuff. But I thought that's also a cool touch and it's maybe something I will incorporate because again, it's just another touch point. It's just letting them know that you're still here. Do you know what I mean? You're still important. Yeah, I do think about that quite often about how I've not spoken with all of them because I encourage them to go and reach out to me on Facebook and obviously I'll follow them and I'll like their stuff, but not everybody will reach out because some clients you'll have more of a connection with than others. But yeah, I thought that was quite a cool, we touch that. He does. And he's also someone that's very, very, very new into the industry as well.

Jase (10:35):

He's had many years in hospitality, but obviously he knows how to communicate to people very well. But I think it should be in our mindset that the amount of times it gets to two or months before or a month before, we're like, we've not spoken to them in so long. Why is that? It's not difficult all the time. If someone doesn't have a social media account, that's fair enough. But if they do have social media, you should be following them. You should be engaging with their posts. I was discussing either beforehand obviously we're saying send gifts to people. That's obviously a great way to boost your star rating, but that obviously costs money. A free way to boost engagement is send wedding advice, wedding reels. I've got someone who's getting married in July, they love Formula One. I send them a bunch of Formula one reels all the time. I saw a string quartet doing the Formula one theme song. I thought you're walking down aisle to this said that to her. It's just,

Danny (11:31):

But see with that though, think how listened to that client feels.

Jase (11:36):

Yeah.

Danny (11:37):

Do you know what I mean? So you're invested in her, so I mean I guarantee you will get a five star review just from that one

Jase (11:43):

If I catch the confetti shot.

Danny (11:47):

Fair enough, fair enough. I mean if you don't, it's a

Jase (11:50):

Four star service, Jason, say a four star at least got that. But yeah, it's not a home run quite yet. We need to deliver on

Danny (11:57):

That. But it is a combination of all the little things. I mean me personally, I don't send gifts out. I have thought about it for so long. It's more just I don't know what the gift of choice should be and I've probably just tried to put it on the back burner. But yeah, a hundred percent. It's also, I know that some people send them, it's like an onboarding pack and I guess it's maybe kind of similar to what you were talking about there, which is the table planner thing or a budget calculator. Although I think as well we are in the position, well, we're starting to become into the position where videographers are getting booked alongside the photographers pretty much it's going venue, photographer, videographer as it should be, but just because obviously normally the kind of bigger stuff out the way and we get picked up a lot quicker, so, so that also is quite cool. But again, it depends on where you're at with your price point and how much manoeuvrability you've got there with being able to cost it in. Yeah,

Jase (13:15):

I mean I don't think it's necessary and it's

Danny (13:18):

Not a necessity.

Jase (13:19):

It's not a necessity to send them a Starbucks voucher or something. I think a tenor out of the budget is okay to do that and I'm quite comfortable with being able to do that. But free assets, for example, I'm getting married in a couple of months. I've made a table planner on Excel myself. It's just a simple formula that I've made. I am going to be duplicating that and branding up and sending that out as an onboarding thing. So whenever someone does book me, they're going to get a table planner. Now I know when they book me, they're not going to be planning that

Speaker 3 (13:49):

For

Jase (13:49):

Another year or something, but they're going to have it. They're going to remember that I sent it to them. I'm going to be try and incorporate a monthly wide newsletter to all of my followers of wedding reels that I've saved that month. Just advice or funny things just to keep that engagement going so that when we do actually go to talk, we've got something to talk. Oh, remember that reel I sent you or something? Or remember this funny thing. I hate the idea of not really knowing people before the wedding

Speaker 3 (14:21):

Because

Jase (14:22):

You want to get the most out of them and you could be ful, you could have a lot of banner in the morning, but really having that connection, it's not difficult to do if you put a little bit more effort in

Danny (14:31):

And just falling on from that there on the actual day, you do get so much more out of them because they're comfortable with you, they've got a connection at that point, you're not a stranger even though you've never actually properly met. And that's also then why having your face on social media is also, in my opinion is again, it's not a necessity because loads of people don't have their face on there and do pretty well. But I think it, it's another way that people can feel that they can connect with you, put a face to the name and again, you're, because I get fuck all the time that will speak to me and be like, I've followed you for age. I feel like I already know you. And we'll talk about, for instance, Kirsty and the boys I talk about, I'll put them on stories and stuff.

Jase (15:22):

Yeah, because the thing with this is obviously a lot of people after the wedding just send a blanket email saying, Hey, love a review. And obviously you've probably made a decent impact of the day. They probably loved the video that you created for them. But when they think about their whole wedding journey, if you've been a part of that from throughout it and really they're going to really tell that you've invested time in helping them enjoy this day, it's going to be a lot easier for them to go, you know what? I'm going to click that Google link. I'm going to give a review. And when you just can do this consistently and you see your reviews, climb, reviews aren't necessarily a way that you're going to get bookings, but what a way of social proof that is.

Danny (16:03):

Oh, huge.

Jase (16:05):

Because you've done really well at getting reviews and to be in the position you can do the math. It's obviously painting a picture of your business that's really trustworthy and people love working with you. So I think these steps are super important to factor into your strategy when you've got people booked. It's not necessarily difficult to do, I guess we've got a lot of editing to do, but our social media shouldn't necessarily always be focusing on reaching new people. It's focusing on who have you got on board right now? Who's on the journey? Who's part of your team? What are you going to do to make their wedding journey a bit better today?

Danny (16:45):

Yeah, a hundred percent. Yep. Agree. Yeah, the review thing, you're right. It's not like, again, loads of people book countless weddings a year, don't really have reviews. But I think for me, I just wanted to reaffirm that kind of trustworthiness so that when someone takes Rizzo films into Google and they see the amount of reviews and then when they're searching for other vendors maybe and they're like, wow, he's got a lot of reviews in comparison to maybe somebody that doesn't. And again, it just with that trust and it really helps I feel with people almost like with the first step of not being wary of inquiring. Do you know what I mean? I think that also has an impact on, I can't quantify that, but I just have a feeling.

Jase (17:51):

Yeah, I think obviously people think that the Google reviews are linked to your SEO and I'm sure there's some sort of form of ranking with that. There

Danny (17:58):

Is,

Jase (17:59):

Yeah, to an extent. I mean obviously you need to have some, I think to be up there. I've not got too many reviews and I perform quite well in SEO, but I have enough maybe to justify it that okay, that is who he says he is and that is the service that he provides and he's obviously doing a decent job.

Danny (18:17):

I mean you can still rank, still rank without the reviews. I think what it does is though, it's like what it's essentially doing is just telling Google that you are still kicking around. Do you know what I mean? So you're still relevant

(18:30):

Because people are actually other users, other Google users are going on the page to review your services and as long as that keeps on happening, a whole other podcast, but it's like updating your pictures on Google and stuff like that as well is another thing that you can do. But yeah, the reviews for me were just really, really important. Something that I focus on, and I just always make a point if I've had clients before in the past that have said, where can we leave you a review? Some have left me a review before they've even had their gallery. I kind of prefer to make sure that they've got the gallery and they're all happy with it. So some will be like, oh, sends a review after maybe getting the teaser. And I'm like, no, just plenty of time for that. Don't want to thank you.

(19:20):

Really stoked at you want to leave me a review. But yeah, I'll normally ask it after I've sent the film. They've watched it and they've told me, I get that. Oh my god, we were crying. It's so amazing. Danny, thank you so much. And I'm not just straight at that point, wait me review, but I'll take 'em. So happy you loved it. And maybe I'll pick points out of the film or maybe the speech or something like that and highlight points and say, well really, really love this bit, Jason, mate, you absolutely smashed your speech. So good being genuine. And then I'll then say to him, since you're happy with the films and you're happy with the gallery, it would be really awesome if you could leave me a review. And I'll just say to him that being a small business reviews help massively and it lets other kind of couples potentials potential, what potential couples know about your experience and it would be awesome if you leave one. And I would say a high percentage do not everybody does because people get busy and there is a bit of a time investment there. But I also think that's also why it's a good time to ask once they've said that they've watched it, because at that point they're really invested in you. If you're going to be asking a month or so down the line, you also want to get those emotive feelings that they're still in or been watching the film

(21:01):

That is the best bit about the job. You see what I mean? It's that first watch and then they get all the butterflies and stuff and

Jase (21:07):

Yeah. What's your thoughts on taking communication away from an email and let's say maybe using WhatsApp for example, because whenever couples sort of come on board, I create a group chat between us, so I call it the surname wedding and put a logo of the piece of their faces as the logo. And whenever there's a major update and stuff, I do it through WhatsApp, but whenever there's a teaser I'll say, Hey, your teaser's ready, but I'll do it through a voice though, so they're actually, or a video. So they actually get to see me and it's a little less personal, a little more personal than an email. So when they receive that video, then they see their teaser and they're more likely to respond with a video or a voice message and then I can get the communication for their Is that something that you've ever done or good thing

Danny (21:55):

You do? We've talked about it before in the past. I think when you were exploring it when I was the head of sales for a local startup in Glasgow a few years ago before Deliveroo, and that was something that we tested and we seen a massive uptick in response rates and it totally works, does totally work. I have not done it just because of the time investment. I've got two kids and it's a little bit of a faff, not always looking my best because

Jase (22:34):

That's the part that's the problem.

Danny (22:36):

Well, this is it. When you have kids that don't sleep and get you up twice during the night and then have you up at six on the button, you are not always looking so fresh. But it's definitely something that I would want to do. I think I probably haven't done it because I think if I was going to do it, I'd want to do it for everybody and I don't know if I can commit to doing it for everybody rather than putting them off. I'd be like, oh my God, it's this guy. I just woke up and I'm thinking of you. I was on the there last night, yeah, not had my coffee or my 15th coffee of the day. But I think it's a really, really a personable thing and I think that nobody does it.

Jase (23:26):

Yeah,

Danny (23:27):

Probably for the same reason that I don't do it at the minute, but see if you can do it. I think you need to be, you're a comfort guy. It's all about the confidants. The confidants. But it is though, because if you send them, I think you need to be confident in that message and be a very pretty good communicator. I'm struggling here, but you need to be quite a good communicator to not come across as a bit awkward.

Jase (24:00):

Oh, for sure. It's not what we're saying here isn't absolute ideals of what you should be doing. It's, it's opening up a thought of, oh, maybe you could do this if you haven't thought about doing it before. It has had great success for me, basically just picking a phone up and going, oh hey, yep, got your inquiry. Or Hey, this is your teaser already. It doesn't always happen. First take either, and it's amazing what a hat can do. I

Danny (24:25):

Must try that.

Jase (24:26):

Just making you look more presentable. Just put a hat on, saves the day. That's it. So yeah, business upstairs, nothing. Just have that in mind if you ever get a video message. Yeah, but I just think people feel more seen when you're talking directly at them and you're making it more personal rather than just sending an email. Yes, workflows make things

Speaker 3 (24:50):

Easier,

Jase (24:51):

But workflows can also be there to remind you to do certain things and if people are seen less, just another date in your calendar and more like the couple and the story that they actually are about, that's going to increase the chances of you getting these reviews. Getting these referrals. If people get married and they talk to their married friends and say, what was your favourite thing? If they come up with a supplier that really made a difference to them, you're always going to get spoken about, regardless, everyone might be really good at shooting the day, but you could be memorable before the wedding day. You can get referred before you've even shot their wedding. Imagine that.

Danny (25:29):

Yeah, I'm sure that's happened to you before.

Jase (25:31):

Yeah, it definitely has. Yeah. Yeah, so these are all different things that don't necessarily cost the earth but could dramatically increase your credibility as someone in this industry. Really all it comes down to our leads come from referrals and referrals and word of mouth.

Danny (25:52):

Yeah, it's your reputation.

Jase (25:55):

Let's do some takeaways. What could people do based on this conversation here? What could people go away and start thinking about once they've got another booking coming in?

Danny (26:05):

I think if they're not adding, they're not trying to connect with their client. If you're not trying to connect with your clients on Instagram, if you're phone, you on Instagram, you're not really following them back or you're not saying anything, or maybe if they put stories up or whatever, maybe you're following them, but you don't really interact with 'em. Start interacting with 'em.

Jase (26:25):

Ask them what their handles are if you don't have them already, I have that on my inquiry form

Danny (26:30):

Are need, add that to my inquiry form. I actually just, I make it a bit hard for myself at the moment. Actually. That's something that I'll take away because I just put two and two together between the person that's just followed me and then person's name, but sometimes not everybody's name is, it could be like we hammy or something like that and it's like,

Jase (26:50):

Who is this on the booking form? I've got, let's be friends. Put your Instagram handle here. I'll follow you back. As they put that on there, as soon as it's done that I follow back and that creates the chain.

Danny (27:01):

That's one thing I don't do though. I personally, I don't follow until the book.

Jase (27:08):

I mean I do follow beforehand as well, which means I do have a bunch of people who've actually ghosted me, still following me, which is

Danny (27:14):

Fun. That's kind of why I just eventually, I

Jase (27:17):

Just don't follow

Danny (27:18):

If I need to, but I would just

Jase (27:20):

Forget. But yeah, I will be taking a note to do more wedding. If I find wedding reels. I'm just going to create a bunch of dms, just get around their dms and send them these wedding reels and I think it'd be good value because maybe they're seeing themselves. Another thing, I didn't even think about this, we should be asking for their Pinterest board because a lot of

Danny (27:42):

People, they're going to say their pin number.

Jase (27:44):

We should be asking for the digits. The Pinterest board, a lot of people planned their wedding through Pinterest boards.

Danny (27:52):

RSI done it,

Jase (27:54):

So Jean hates Pinterest for some reasons. Just doesn't find the type of, but some people do work through that, and I think if you get their Pinterest board, you can then suggest ideas for it based on what you've seen if you were so inclined to look and things like that. But yeah, I always like to tell people they're on team after Glow and I'm in your corner and I'm going to be sending suggestions and stuff. Did we actually talk about giving referrals to them? Another part of the service is ask them what suppliers they need, what stage of the wedding they are.

Danny (28:27):

Yeah, so again, once coming off the call, the initial inquiry call, I will say to them and just say, if you need any suppliers at all, say who have you got? Who are you missing? I'll say, I'm sure you've maybe got folk that you are liking already, but if you're struggling or if you want me to, I can send you on a list that I know are great. Pretty much every time. I don't think I've ever had somebody that said no because it's good to get options because we are so connected in the wedding industry. A lot of these people are having to type into Instagram and maybe wedding

Jase (29:10):

Band.

Danny (29:10):

Yeah, exactly. But that's not generally what you type. Although obviously Instagram is getting a little bit better, but some will just rank higher than others sometimes. So it is another great way of just making sure that you are going above and beyond. I think that's another thing with five Star service, you're doing more than the bare minimum, a lot more than the bare minimum, and that's a prime example of it. You doing your WhatsApp video thing a hundred percent. I think if I wasn't so bleary eyed all the time, I would a hundred percent do it because I know firsthand how much of an impact it has giving them extra value with the budget calculating and they might not use it. It doesn't matter because a lot of these things, you've already made it, it's good to go. But again, it's just another, even if they don't use it, they'd be like, oh, that

Jase (30:05):

Was

Danny (30:07):

Nice.

Jase (30:07):

If you've got any sort of basic knowledge with Excel or to be fair, you can actually go in Canva or any other sort of website and get a kind of example. In fact, even Excel has templates that you can just put your own branding onto and then just send that out and at least they go when it comes round to that table planning or that budget calculator, they're going to go, you know what? Our videographer actually sent us a formula that, let's go back into the emails and look it up and they're going to remember that it was you that sent that. So

(30:34):

Send any assets that you think are going to help them plan their wedding. I think that's a free resource. It's going to take a bit of time to maybe get the things set up, but once you've set it up, you can send it to every single couple that book with you. And I think that's a great way to improve your service. Obviously the WhatsApp messaging, that's something that's optional. I think not everyone's going to have the confidence to do it. Maybe people just want to send voice notes. You don't need to do a video. I think voice notes are quite fun and personable. Voice note, you love a voice note.

Danny (31:03):

I do have a voice note and I used to hate them really, honestly, I couldn't stand them.

Jase (31:08):

Every voice note you send me is like a full podcast. It's like six minutes here, eight minutes there. I'm like, okay, I'll go get a coffee and sit down. I know, I know. I can't reply. I can't interrupt you.

Danny (31:18):

It's so annoying. That's how I like it. Jason, how doth one put someone on mute? No, the voice note is definitely good and it's another step in the right direction. It's probably a good halfway point is probably a good way halfway point. I might actually do that to be honest, but I would love to do the video. I just know firsthand how impactful it is and also, which is so good for you for content, getting the video back, you can potentially post, maybe not all of it, but part of it on Instagram stories, which see again, other couples seeing other couples emotive reactions. For instance, say you've sent the gallery or whatever and you do a video to say, hope you love it or whatever.

Jase (32:22):

Even with voice notes, you can put their video, their teaser video above and put the audio as a soundtrack to that, say, we got this video this. It's a great way to market that. That's obviously what you've got it back. This is

Speaker 3 (32:34):

Obviously

Jase (32:34):

If we're focusing on how to improve the service beforehand, the voice notes are a great way to communicate with them because they know your voice already. It's not just like the message has been delivered in the way that you want it to be delivered in, not how they're reading it because they could be stressed one day and just take things wrong way potentially. So yeah, being more communicative on WhatsApp rather than email is definitely a way to increase it. Obviously it does allow them to access you 24 7 within reason. It's up to you to set those hours. I'm quite comfortable sending a text at half past 10. I know some people might not be, most people probably wouldn't be.

Danny (33:13):

I mean, I've done Instagram messages

Jase (33:16):

Always on

Danny (33:16):

To midnight, sometimes

Jase (33:18):

I'm always on,

Danny (33:19):

But yeah,

Jase (33:20):

Can't help it. I

Danny (33:20):

Just, I'll wait for somebody to initiate that first one to me.

Jase (33:24):

We're not encouraging you work 24 7, but sometimes you're just so involved in your business that it just kind of takes over eddie's spare minute that you've got. So that happens. Something else, so we spoke about WhatsApp. We spoke about assets that they can send to them and sending them recommendations to what else did we cover in this episode?

Danny (33:47):

Gifts. So yeah, I guess if you're, your price point allows you to have that rim or I mean you can do a smaller gift or something like that. But yeah, send in something like could be care package or something like that.

Jase (34:03):

I think what you were saying of in the calls, taking notes of names, maybe if there's birthdays and something like that, I would love to send them birthday cards, but I don't really take date of birth, so I'm not sure if I should be, but I'd love to just work that in somewhere because if they may have a birthday, it's obviously another step too far because you're just bridging

Danny (34:25):

The, before you know it, it

Jase (34:30):

All I need is their mother's maiden name and I'm golden laugh right in there, but no, so birthday obviously too. We've already got the pin number. I know, but obviously you mentioned things like the dog. It'd be super cool at Christmas, something like that. I know

Danny (34:50):

I think as well because not all couples, but there's still a lot of couples that maybe haven't got kids yet and they have pets and they are for people that have or have had pets. They are your fur babies, so they are their kids. So I think you taking an interest in them, again is just another brownie point in your favour that the overall is just going to improve the overall experience. And then again, when it comes to that on the day, you're going to have a much better connection and ultimately you'll get better footage from it. That then makes them a better film.

Jase (35:36):

Yeah,

Danny (35:36):

Sure.

Jase (35:38):

Take note of what breed of pet they've got, include that pet memes in your emails. The communication shouldn't just be all about business should be like, okay, and how's Freddy the Labradoodle going on? Maybe send a meme or a reel or a TikTok that you've seen of a Labrador being stupid. Just extra connection because I can tell you if being a dog parent myself, I'm obsessed with sight having videos, any snoot I see, I'm like, oh, I just, you see more. So yes, I would really appreciate

Danny (36:09):

I miss having a pet.

Jase (36:11):

Yeah, yeah, take it down a notch there. Let's talk about you and your feelings and your pet

Danny (36:20):

Just reminiscing about having a little fur baby. But yeah, it's important. Again, it's just you taking an interest, which people really, really appreciate because especially if you've not spoken to them in a year and in the email or on the call, you see them on the call and before you go, Hey Freddy, how are you? And they'll be like,

Speaker 3 (36:45):

Huh? Oh

Jase (36:48):

Yeah. So I think ticket really just, it's something we could all do better at

Danny (36:53):

Being present.

Jase (36:54):

Definitely. Definitely. It's definitely something that going forward, I want to be on top of that because I think it's going to make such a massive difference going forward into the actual wedding day. Obviously if the budget does stretch to it, I think sending a 10 quid Starbucks voucher or something, especially two months before the wedding, when everything starts getting a little bit stressful, you're telling them to, Hey, take a break, go out together, get yourself some coffee. It's on me.

Danny (37:23):

I relate.

Jase (37:23):

It's a small gesture, but I think it's just something that, Hey, let's go. Let's go spend after glows Starbucks voucher. And it's just another thing.

Danny (37:32):

You're taking care of them.

Jase (37:33):

So one of my questionnaires is getting to know them question and it's like ask them like, oh, if we're at the bar, what you drinking? If we're at coffee, what you drinking? Stuff like that kind of fit these questions in. So I kind of know what they're having already. So I know if they don't even drink coffee, don't get the Starbucks voucher. If they like beer, get maybe a voucher here. Some of the restaurant thing, I took advice from you and I know some people don't drink. I know they eat. I find a gift voucher for a local restaurant to them, things like that. Any little thing that you can do to help make their life a little easier I think is great service.

Danny (38:11):

A hundred percent.

Jase (38:12):

That's our episode on how to improve your service and hopefully get some more five star reviews coming your way because five star reviews are awesome. So you'll be listening to that one video for podcast. Been j has been, Danny, if you do want to get in touch with us, feel free to get us an Instagram, send us some voice notes. We'd love to get your voice featured on the podcast. If you can ask us any questions, tell us what your opinions are on a five star service, and if you thought any of the tips were useless, we'd love to hear that too. Just fire at will, if you will. And

Danny (38:43):

Remember, we is a five star review.

Jase (38:45):

Of course we can review the podcast. Yeah. Speaking of five star reviews, if you've got amateur night over here, honestly thousand from this podcast at all, I will not be sending any of you any Starbucks vouchers. I'm not going to remember your dog's name, and

Danny (39:01):

I will,

Jase (39:03):

You're just a number to me,

Danny (39:05):

So you're special to me

Jase (39:08):

At least. Give a five star for daddy. He cares. No, seriously. Apparently this is what people do. They ask for five star reviews and podcasts. I've heard it all the time.

Danny (39:16):

It would really help us out though, especially because we've obviously just started the podcast fairly recently and we are all about just trying to help upskill the wedding industry, especially in the UK because that's where we're based and that's where our skillset lies. So yeah, it would be awesome if you could leave us a little review. It would mean the world. And also if you've got any feedback about the setup, please get in touch and share your thoughts.

Jase (39:43):

And if that's not incentive enough, we'll do some shout outs for the reviews. So if you want to shout out on the podcast, we leave a review, also leave us a DM with a voice note and you'll be appearing on the podcast potentially if you've got something good to say. So happy with that. Yeah. Good. Alright,

Danny (40:04):

Till next then.