Saturday, August 18, 2007

Employee of the century!

I have to give serious props to one of my team members today. We experienced a very unexpected issue with one of our weddings, and Whimsy team member Michelle handled things beautifully! Without going in to huge detail, one of our awesome brides had scheduled a pick-up instead of delivery for her wedding in Midway. Since I had a slew of family fly in last night for a family reunion in Sandy this afternoon (that I too would be attending during her desired pick-up time), the bride was notified that the location of her pick up would be at Michelle's house. (Side note: when you schedule a pick-up instead of a delivery, it is your responsibility to make sure you've got your times and locations confirmed prior to your wedding day. As with any vendor, we go out of our way to initiate scheduling, but ultimately its up to you to make sure you have the correct time and place confirmed by our staff.) Unfortunately, the individuals picking up the flowers didn't get that information and went to the wrong location, and rather than calling the office or my cell phone (the number to which is on the office voicemail -- if there's a problem, never hesitate to call me!!!) to figure out what was going on, they left and went to the wedding that afternoon without the flowers. (Additional side note: Its always a good idea to have a list of all your vendors' contact information so you can reach them if something is not right. One simple phone call and you can find a quick and painless resolution to most issues.) I got a call at my reunion from Michelle two hours past the pick-up time, concerned that no one had come for the flowers and doubly concerned that when she called the contact information on the invoice, it said the number had been disconnected. We both sprang to action, making additional phone calls until we were able to reach the bride and determine what had happened. The ceremony was going to start in less than an hour (in Midway, mind you) and while theoretically we were not responsible for getting the flowers to the site, we value our clients enough to do whatever possible to make sure things get taken care of. Since she was closer to the canyon than I was at that moment, Michelle loaded the flowers into her car and hit the road, making the over 85 mile round-trip to Midway to get the flowers there for the wedding. Did we have to do that? Nope. Are we charging the bride the $150 that would normally have been charged for that delivery? Nope. How come? Because like I said, we value our clients. It was her wedding day. Things happen. At the end of the day, the important thing is that our clients know that we went the extra mile to make sure we did what we could to make their day a success. Whimsy has always been known for taking care of our clients, regardless of whether or not its comfortable, convenient, or even profitable for us. Michelle really exemplified what we embody as she handled the situation with grace and completely forfeited her Saturday to make that trip to Midway. We truly hope our bride had a fabulous event despite the hiccup.

Michelle is also a part-time wedding coordinator. If you are interested in hiring a dynamic, creative, dedicated individual to assist you in planning and executing your wedding day, contact me and I'll help you get in touch with her.

Thanks, Michelle, for all your hard work!!!

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