Hi guys.

Quick question...

Do any of you provide either a printed / PDF guide for your customers to explain some of the processes, what to expect, what you'll need at the venue etc?

Long Question...

If such a guide were to be produced, what should it contain? how much information etc?

Thanks in advance :)

Chris

Dont bother!!! to much information for the couple, leaving yourself wide open!! steve

I see your point, but actually the whole basis for me thinking about this is to manage the expectations of customers.

There's a few threads already knocking about on here, where customers have had issues - they mostly seem to centre around the fact they got something slightly different to what they expected.

Chris keep everything dead simple, this game leaves you wide open for all sorts, just explain your story to them, film, produce, and thats it, get paid 30 days before the date, various bride & grooms expectations are totally different in everyway, each couples you meet have there own way of what they want, if allowed they will take over and produce? zilch..........they will always want more if you allow them to want more!! steve

I definitely don't want the customers to take over...

basically my thinking is that a guide would be some sort of 'advanced' terms and conditions, pretty much laying out how things are going to be...

I think Steve and I have different business models =)

We send a "Top 10 Tips" email (via ShootQ) a week and then one day before the wedding.

Most of it is pretty basic, and helpful tips. Things like "suggest to your best man/MoH to limit their speech to 5 minutes", "turn down the radio when you're getting ready", "don't chew gum", and "deliver your vows from the heart...speak slowly and clearly".

If one of the ten we suggest is used, it was worth making the list. I've noticed changes since we started sending these!

Hi Chris

It's always worth telling the bride and groom a few hints but just keep them short..the last thing they need is a manual as they have another million things on their mind!!!

I usually tell them at the interview and rehearsal but don't actually send anything ...main points with me are let the guests(and cameras) see your ring being put on and like Aaron I ask them to make sure the speeches are 6 -8 minutes...I had a FOB that did a 37 minute speech once!!! so they always get that "request"

Bear in mind that they will probably forget everything anyway on the day but you gave it a shot and with some luck they MIGHT just remember one or two points!!

Chris

Chris, in my view it depends on the couple; some are best left amazed by what Steve Bleasdale does, others help Chris Harding by doing some of what he recommends.

More important in my view is finding out what they want and for that purpose we have a 17 page questionnaire which we ask them to fill in three months before their wedding and collect from them a month before. We believe it's the reason that despite our generous terms about changes over 80% of our programmes are approved at first showing ie require no changes.

.... we have a 17 page questionnaire which we ask them to fill in three months before their wedding....

Tell me you are kidding???

John, I won't tell you that because I can't. Nor have I ever had a refusal.

And it means if I have a particularly drawn out edit schedule because (as happened recently) the couple moved away and then the groom had an extended tour of duty overseas, it means I can instantly remind myself of the couple's wishes/preferences over the detail of the day.

Maybe you have a better memory than me?

I have a description on my site that outlines my approach to the day and my style of shooting and editing and what I present as an end product (about 300 words, just a bit longer than this post), so that even before people contact me they know what I offer.
That information also goes as part of my sample/enquiry/demonstration DVD; it forms the liner to the DVD cover, so it's not too much; about an A4 sheet.

When it comes to meeting/planning/booking I have a detailed discussion either in person or by phone and then immediately, or at least by next day, send an email itemising the discussion and agreed key points. The key points are on the booking form, as is a space for them to add any additional or special requests. It also shows the full cost and payment schedule and expected completion date, The reverse of the agreement form includes my terms and conditions. It outlines what they can expect from me, what they can do if I don't meet those expectations plus my exclusions and liability limits as well as cancellation policy.

If we are all in agreement the booking agreement form is signed, booking fee taken and the day booked, after that it is all in my hands.

I'll just add though that this is not foolproof; I refer you to another running thread that I contributed to recently.

I never give tips on make-up, dress styles, smiling, speeches or dancing. I believe it's their day to do what they want and anyway there are plenty of others out there better qualified than me to give that advice. I just suggest they relax and enjoy the day, If they've engaged the best people on their day let them do all the work.

Hey Chris,

Totally depends on how you engage with your couples. We currently always meet them before they book, show them a full film. Talk a bit about how we work and the end result is they love what they see and totally trust us.

We then meet again before the wedding to find out whats happening when and ask one crucial question "What is the most important thing you get to see when you watch this back". Simple question. They then say grandparents, car, shoes or whatever. This is us managing their expectations.

What we make clear is that they can trust us and they need to. If they seem like they may be the type who micro manage everything then we simply tell them were not the right fit.

Now rewind a couple of years when we were charging very little. The budget brides will always want to totally control the whole movie, they dont trust you. We also used to ask them too many questions and the whole production ended up being a confusing mess where we included everything, they had nothing to complain about but it just never made sense. It was like one massive braindump.

Anyone ever watched that episode of the Simpsons where Homer found his long lost brother Herb. Herb asked homer to design a car. It had a seperate bubble for the kids and all sorts of other cool feature. It sounded great. But the end result was a mashed up mess of crazyness. Thats what happens when brides govern every aspect of a production. It looks nice, it has nothing to complain about but somehow just doesnt feel right.

On the subject of a guide for them. We thought about it. Used to have pages we went over but they forget before theyve finished talking to you and they forget on the day so we now keep it simple. No chewing gum and turn your phone off OFF, not silent off. Thats the one thing that can ruin a good shot :) anything else we need we just deal with on the day as half your list may never arise.

I don't have an actual questionaire like Philip but during the signup I do spend around a hour with the couple and have my own "spec sheet" so I can make not only notes but also offer suggestions. However if the bride is super-organised then all I do is confirm some timings to fit her already "perfected" schedule but quite often I have brides who say to me "we haven't done this before" (duhhh!!!) and ask for advice from other weddings I have been to and how other brides have organised their receptions.

Bear in mind that most of my brides will contact me "to book" so I don't have to convince them to hire me but they do like to pick my brains for ideas. When it comes to my "verbal questionaire" I just fill in the details as we are chatting.

Chris

Wow, I wasn't expecting such a wide range of replies.

Thanks all...

I'm just starting out, but have experience of doing wedding photo's from 5/6 years ago, and I found the customers to be a nightmare - and looking over these forums it seems the same stupid complaints and expectations are still around.

Just trying to make life a little easier for myself :)

we have a 17 page questionnaire which we ask them to fill in three months before their wedding and collect from them a month before. We believe it's the reason that despite our generous terms about changes over 80% of our programmes are approved at first showing ie require no changes.

I'm all for different approaches in business, but wow, a 17-page questionnaire seems like total overkill to me. I know if I was a groom and a vendor sent me a 17-page questionnaire I'd be pretty annoyed. I'm pretty sure my wife would feel the same way. And you still sometimes have to make changes after your 'first showing'?

Not saying our way is the only way, but we don't send out a 17-page questionnaire and we've NEVER had to make a single change to ANY of our films over the past 8 years. In fact, we don't even do a 'first showing', which in my opinion sets up the couple to think they should make changes. We just deliver the final product with confidence and don't do a screening of any sort.

John, I won't tell you that because I can't. Nor have I ever had a refusal.

Hi Philip, no offence intended at all - not telling you how to run things.

However, like Travis, if I was the groom and paid good money for a professional to 'take care of' the video side of things - and was nervously awaiting the end of my life - opps I mean the start of my new marriage.... and a 17 pager showed up - I would spew! I probably wouldn't mention it to the videographer at the end of the day, but my opinion of him would certainly drop. And I wouldn't be able to look at him during the day without thinking 'your the git that gave me a 17 page document to fill out!' Just saying. I hate surveys.

I have a single page which gives names, phone numbers, times, locations and a couple of lines for 'special requests' (ie: cute dog at ceremony, or cake made by grandma' etc) But all fits on one page with a 'to pack' list on the back.

Last week I worked with one of those hyperactive wedding planners and were given a 10-page minute-by-minute runsheet. (ie: 6:03pm Music commences, 6:04pm John and wife enter smiling and waving, 6:05pm.... etc) The restaurant manager, the MC and I were huddled in disbelief trying to work out what the hell was supposed to happen next when the MC saw my 1 page notes - ripped the 10-pager into shreds - grabbed my schedule and said 'thank god someones being sensible - thanks!'. Ha ha. Loved that.

That said - back to the OP post, I too have often thought of composing a 'ten tips to make your wedding video awesome' email. If anything just so I can say I TOLD YOU SO when the bestman gets drunk, or the minister balks at wearing a mic. I've just never got around to it and really don't know if everyone that needs to read it, will.

John, and none taken I assure you.

Perhaps the reason our questionnaire (it's definitely not a survey) works is because it's relevant. No-one's ever refused to complete one.

A small part of it replicates the couple's wedding file - which we offer as a service on the basis that they won't have their wedding file with them and probably not even their phones. With the questionnaire and our phones in hand (and bearing in mind that unlike even most photographers who push off after the first dance) we're around all day and thus able to help out if some supplier needs contacting. It happens rarely but when it does we're heroes. The last time was when the gospel choir's sat-nav broke down and the father of the bride was on with me constantly telling the vicar he wasn't leaving the house (nearby) until the choir had arrived.

The rest of the piece is a slightly more formal version of Chris's notes. Times, schedule, key notes which help us include what they want in the edit plus a couple of extras which separate us from the rest and which we don't publicise, even here.

If I was ever accused or even talked of as the git who gave us a 17 page survey I'd change it of course, but it's never happened.

Like so much in our business, one size doesn't fit all and hopefully by explaining how and why we each do things it will help others avoid making the same mistakes we all made.

Mine is basically a single A4 page with lots of boxes and space for remarks..only difference is that I fill in the details while I'm chatting with them...it's quite probable that they give me in excess of 17 items that are noteworthy!!

I do it purely because I like to have everything organised and "known" before the wedding...try to get info from a bride just before or just after a wedding is like pulling hen's teeth!!!!!

Chris

I talk to the bride the week of the wedding and ask her to tell the makeup artist to dress appropriately. No ugly sweat pants and no boobs falling out bc they are eye level with the brides face. That's my list.

LOL Michael!

I agree about the sweat pants - but have no issues with boobs. :)

I too do a wedding questionnaire that I got from Matt Davis at Life Stage Films. it's about 8 pages, but the text is big and I only expect them to answer with a few words. Its crucial to making sure nothing is missed and we have all the contacts, address, phone numbers and names of the vendors.

We also ask them about what they do and don't want in their video.

example: who do you want us to film, anyone in particular? do you want us to remove any swearing or drunkeness? any special events that you want filmed? list your favorite songs, artist etc. is this a candle lit ceremony (i then add in that lighting is crucial, if they turn down the lights at the reception all the way we can't film. etc. do they want any decorations filmed, if so which ones?

the questionnaire prevents any mistakes on our part and if they didn't write it down then we are not responsible for it. its like a second contract.

Tips I give them:
Bring all the rings to the bridal suite to be filmed.
Allow at least 2 hours for us to film you getting ready with an extra hour to get to and setup at the ceremony.
Turn off any music in the bridal suite.
Let the audience see you put on the rings.
Don't chew gum.
Have the bride and groom get ready in the same hotel.


It's good and it works well for me.

Hey Kelly

You can ask but it doesn't always happen!! I sometimes have couples getting ready at opposite ends of the city..but yes that does make sense if they get ready in the same place.

We have a bunch of "reception centres" that are awesome..the bride gets ready there, ceremony there, photoshoot there and also the reception!! It's great to park the car and go to work without having to go to half a dozen venues!!

John?? My thoughts exactly... you need something to spice up your day and the makeup girl in a low cut top does often make my day...then again at my age I do need cheering up now and again!!

I think that Kelly has actually a bigger questionaire than Philip now!!

Chris