Communication is Top Priority

Since I am the owner of a professional multi-DJ business on the Outer Banks, I have to stay on top of all the details with my clients. We have served thousands of brides and grooms since 1987 with 100% satisfaction guaranteed, so missing even a small detail can mean disaster.

Our company entertains at approximately 200 weddings and about 100 parties a year. The first thing we do is verify all the names, dates, times and location of every event we are to perform. While closing in on the date of one wedding reception, I was making sure all of the information about the job was correct, or so I thought.

With just two hours to go before show time, one of our most experienced DJs was on location and ready with everything needed including back-up equipment--or so he thought. My wife and I also own a variety beach store where my wife happened to be talking with a pleasant lady who was dressed to the nines and mentioned that it was a beautiful sunny day for a wedding. As the conversation continued, they both discovered that it was "her daughter's wedding" they were talking about.

Then the happy conversation changed when "Mom" said the reception was not 25 miles away but 2 miles down the street! My wife called me on my cell phone at the wedding I was performing at, I looked at a copy of the contract, and iy had the location listed as that where my DJ was waiting for somebody to open the door, 25 miles away! We got our DJ on the phone and he virtually flew to the other, correct location, set up and started only 5 minutes late!

Monday morning, "Mom" called me and wanted a refund, stating "you said you provide 100% satisfaction guaranteed" and your DJ was late. We came to an agreement that the "bride" signed the contract and was entitled to a partial refund for "communication breakdown", regardless of who failed to communicate.

It didn't matter that my DJ and I had talked with the bride three times the week before the wedding including the day before and NO change in venue was ever mentioned. So, without sounding stupid, I now confirm every detail with the client so we can continue to provide "100% satisfaction guaranteed"!

Contributed by:
"Don Ray" Wornstaff
HOT MUSIC MIX PRODUCTIONS
donray@hotmusicmix.com