Customer Service Archives

When Amber Massey got married four years ago, the venue she had booked turned out to be a total disaster. Between fired chefs, missing hotel rooms and a dead minister, what was supposed to be a celebration became, instead, a stressful nightmare. Massey decided that if this is what planners were offering in her area, then she, a wedding industry insider herself, could do better. She launched Epic Elopements, initially as a side hustle, to prove her point – but her no-nonsense approach to straightforward, budget-friendly weddings was such a hit with couples in the greater Ohio region that business boomed. Now, running Epic Elopements is not only a full-time job for Massey – but a thriving venture as well. Here's our lightly edited Q&A, from The Story Exchange 1,000+ Stories Project. How is your business different from others in your industry? We work with the budget our clients have, and stretch it to give them the day they want. We don’t try to upsell them through services they do not need, like photo booths, dog sitters or cannoli makers on the dance floor. (Yes, we actually saw this). You don’t need to spend $30,000 on a wedding – we can plan a wedding on a budget anywhere between $1,600 and $15,000. Tell us about your biggest success so far. Offering couples a service that makes their life easier. I love serving others and creating a flawless experience. Doubling our business every year since we've started is a big success, too – as was getting a write-up in The Daily Mail. What is your top challenge and how have you addressed it? I have been collaborating with multi-million dollar businesses for some time – but working for yourself is very different. For one thing, there is more emotion involved. As such, I am trying to learn how to make my decisions more business-focused. Also, in my former roles, I always had other people to bounce ideas off of. Now, of course, it’s just me. So, I meet once a month with another entrepreneur friend so we can keep each other accountable, check in on our respective progress, and flesh out ideas. Have you experienced any significant personal situations that affected your business decisions? My wedding day is the reason I started this business. It was a disaster. I just wanted a small wedding with some close family in attendance. But, we trusted the wrong people and venue – and it all fell apart. Our minister died the day before we got married. The venue lost part of our room reservations. My flowers were the ugliest thing I've ever seen. The event coordinator and chef were either fired or quit right before our day – and we were never notified. The day before our wedding, the owner of the venue left the country. Afterwards, I figured that, if this is the level of customer service people are getting on their wedding day, I could offer way better. And thus, Epic Elopements was born. What is your biggest tip for other startup entrepreneurs? I had worked in many facets of the wedding industry before I started my business, so I was pretty well prepared. But I see many others struggle with the basics. Getting a good foundation of what service you are going to offer, and educating yourself before you start, are musts. It’s also important to think through what your customer’s experience is going to be like. Map it out in advance, and figure out where the issues are likely going to crop up. That will save you (and your customers) a lot of heartaches and headaches. How do you find inspiration on your darkest days? I listen to a lot of motivational podcasts, such as Defy the Odds with David Goggins. And, when I feel like I’m not making progress, I think about how Martha Stewart didn’t start her business until she was 50. What is your go-to song to get motivated on tough days? “Fox Hunt” by Sierra Ferrell. That gal is kick-ass, and so unapologetic. She's a true inspiration to strong, fearless women. Who is your most important role model? My Dad. He taught me to do the right thing for people simply because you can, and that there is no point in doing anything if you aren't going to give it your best. Instagram: @epicelopementsFacebook: @epicelopements Share your story! Check out our Advice + Tips for entrepreneurs starting-upWatch our latest videosSubscribe to our podcast

Customer Service

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Customer Service

No-Nonsense Nuptial Packages for Couples Keeping It Simple

This Designer Couldn’t Find Cute Shipping Boxes. Now Her Startup Makes Them.

Secrets of Growth: Offering Top-Notch Customer Service, on a Budget

The Story Exchange

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