BECAUSE EXPERIENCE SHARING IS THE BEST KIND OF WORD VOMIT

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COVID-19 Email Templates for Wedding Planners

Hi! I’m Amber, leader of Refine for Wedding Planners and I hope you are able to get the support you need here. We are a very encouraging group of planners that live to support each other as we learn and grow in our businesses.

But let’s get right to it! You have zero time for an intro.

Essentially, these are emails you can use as you need for response to this crisis.

Here are the templates you’ll find in this post:

  • EMAIL AUTO RESPONSE (two of them)
  • CLIENT CANCELS AND ASKS FOR A FULL REFUND
  • COUPLE SHOULD PROBABLY POSTPONE BUT HASN’T REACHED OUT YET
  • GOVERNMENT NOW HAS A MANDATE BUT COUPLE HASN’T REACHED OUT
  • COUPLE RESPONDS AND WILL NOT BUDGE, WANTS TO KEEP TO THE ORIGINAL PLAN
  • IF THE COUPLE STILL INSISTS ON DEFYING A GOVERNMENT MANDATE
  • EMAIL TO VENDOR ABOUT POSTPONEMENT (Event Management and Full Service version)
  • YOU PERSONALLY ARE NOT AVAILABLE FOR COMFORTABLE MOVING FORWARD
  • EMAIL FOLLOW UP TO THE VENDORS THAT YOUR COUPLE CONSIDERED FOR THEIR POSTPONEMENT, BUT IS NOT HIRING AFTER ALL
  • THE COUPLE IS SCARED TO PAY THEIR VENDORS, WHAT IF THEY GO OUT OF BUSINESS?
  • THE COUPLE IS STARTING TO PANIC THAT THEY’LL HAVE TO POSTPONE AGAIN AND DOESN’T WANT TO SIGN NEW CONTRACTS YET.
  • CLIENT ASKS YOU TO ASK A VENDOR TO ADD COVID-19 PROTECTIONS TO NEW CONTRACTS
  • ENCOURAGING NEWLY ENGAGED COUPLES TO BOOK THEIR VENDORS
  • RESPONSE TO A BAD REVIEW 

I’ve decided to offer 20% anything in the Refine Shop for the immediate future as my way to contribute to your financial needs. Right now, more than ever, it’s critical that you have a strong system and back-end. The Refine Template Bundle is life changing and I’m hoping this discount makes it a little more accessible to you. Use RELIEF20 at check out. (This will not apply to the Refine Portal that is opening again soon.)

EMAIL AUTO RESPONSE- if you don’t have this on already, it’s time!

Hi and thank you for reaching out!

I cannot even believe this COVID-19 mess and wish I were allowed to hug you. I hate this for everyone… so so much. Please know you are on my mind and I’m working diligently for all of you. I have some info below that may be helpful in the time it takes me to reply. 

Also, if your message is not related to COVID-19, please know that I care about your needs and will be in touch just as soon as I am able to settle couples in to new dates for their beautiful days.

Regarding COVID-19, for efficiency and success, here are some answers to FAQs I’m currently getting plus some helpful resources:

1. My wedding is in July or later and I would like to post-pone! I am happy to help you with this once I have completed the postponements for March-June. The industry at large is giving priority to spring dates prior to summer considerations, that way, people are mostly postponed about the same number of months. If you would like to start this process sooner than I am able to assist. HERE are some tips for doing it on your own.

2. What do I say to my guests? We are loving these templates from Every Last Detail. If you aren’t following them in general, they are a great resource. I encourage that you have a place to filter questions prior to sending. Let them know you’ll be updating your website or maybe create a comment section or a FB group for your guests.

3. My vendors aren’t replying, HELP!! I so hate this for you and know it’s creating extra stress. Vendors are overwhelmed at this time, not only by the inundation in communication but the stress of possibly losing their businesses. I have my ear to ground on this and am heavily involved in conversations with our vendor community. We are working on a system to best navigate this and everyone will receive a response just as quickly as possible. I wish I had a better answer for you on that!

4. HERE are general thoughts and ideas around this for headspace, mindset and general considerations for the future.

I send you all my love in this time!

 

ANOTHER AUTO RESPONSE OPTION
by Jessica Carillo of Art & Soul Events

 

SUBJECT: Y’all get a hug when we’re allowed to do that again

BODY: Hello friends,

I’m sending you all a big virtual hug as we navigate challenging and unpredictable times ahead. The event industry has been hit particularly hard by the COVID-19 pandemic and I am sending so much love to all of my couples and vendor friends. I am here for you!

Supporting my March, April, and May 2020 couples and their vendor teams are my top priority at this moment. For June and beyond clients, know that you are on my mind (and on my to-do list) as soon as we get through the immediate needs of the spring season.

As of March 16th, and for the next 8 weeks, CDC recommends canceling all events of 50 or more people. State public health officials have also called for a 10-person limit on gatherings of older adults and people with compromised immune systems. As heartbreaking as this news is, we must do what is safe and socially responsible.

Many of the suggested CDC coronavirus “social distancing” precautions run counter to the very idea of weddings, which involve large groups of people, some of them elderly, gathering in tightly enclosed spaces who hug and dance with one another while eating food from shared trays and communal platters.

In the meantime, I’ll keep sharing updates and promoting community and connection over on my Instagram stories. If you are a fellow Wedding Planner in need of support, please go to Renee Dalo on Facebook and sign up for a Community Call – I’m hosting them every morning. If you are not a current client, but in need of support and advice, please check out Hotline Ring.

We are lifting each other up and sharing resources during this challenging time, and we are stronger together.
I look forward to connecting with you soon!
Stay healthy, stay safe, stay home.

 

CLIENT CANCELS AND ASKS FOR A FULL REFUND


*You have some flexibility*

I so hate this is happening and want to help as I can. The pain you are experiencing is surreal and I’m just so so sorry.

We’ve taken a hard look at our projections for both 2020 and 2021 in order to determine if or how lenient we can be on our contract through this. One thing I have to consider is longevity and sustainability for the sake of even being in business by the time postponements roll around, for those already scheduled later this year and for the staff that relies on these payments for their income. Given we are not a Target or Netflix of this world, we just aren’t recession-proof. That being said, our policy is __X__ but I am able to offer __X__ as a compromise. I will send paperwork for our addendum on this shortly.

I know that is not the outcome you were hoping for and I realize there may be some companies offering more. As I keep my ear to the ground with my mentors, coaches and industry leaders as a whole, there is concern that over-leniency will ultimately cause a deeper fall out for the industry if companies start going under in making that compromise. As you can imagine, it’s simply not something I can risk. But I do hope you see this compromise as a token of good faith in that I’m truly doing my best to continue serving you.

*You do NOT have flexibility*

I so hate this is happening. The pain you are experiencing is surreal and I’m just so so sorry. This is so unprecedented and human to human, I would love to have an open and honest conversation with you about this.

Ultimately, I would obviously love to help if I could. We’ve taken a hard look at our projections for both 2020 and 2021 in order to determine if or how lenient we can be on our contract through this. One thing I must consider is longevity and sustainability for the sake of even being in business by the time postponements roll around, for those already scheduled later this year and for the staff that relies on these payments for their income. You see, it’s not just a temporary budget hit, postponements and cancellations with refunds would have implications through mid-2021 at a minimum. Given we are not a Target or Netflix of this world, we just aren’t recession-proof. That being said, I do have to abide by our agreement, especially since the work is done. It’s a tough thing… as a service provider, our product is done in pieces over time. I realize that couples view the product “as the wedding” itself. I hate to conflict with that feeling but do want to make sure I’ve brought some clarity to our deciding factors rather than just “telling” you how it is.

I know that is not the outcome you were hoping for and I realize there may be some companies that are offering refunds. As I keep my ear to the ground with my mentors, coaches and industry leaders as a whole, there is concern that offering refunds will ultimately cause a deeper fall out for the industry if companies start going under in making that compromise. As you can imagine, it’s simply not something I can risk.

 

COUPLE SHOULD PROBABLY POSTPONE BUT HASN’T REACHED OUT YET

Hi couple-

I hope you are hunkering down and doing well despite COVID-19. I wanted to touch base and see if you have any questions or concerns.

I’ve got me ear to the ground and have a pretty good read on how things are moving in our local market so I do want to let you know that couples in March and April have postponed. With things changing daily, if you are remotely considering this option, can you please let me know? I want to make sure I plug you into my strategy to ensure success.

Have a great day,

GOVERNMENT NOW HAS A MANDATE BUT COUPLE HASN’T REACHED OUT

Hi couple,

I hope you are hunkering down and doing well despite COVID-19. I ‘ve waited as long as possible to send this email but as things are changing so quickly, I think it’s time we touch base about the recent mandate that prohibits __X__.

It’s hard to believe this is all happening and hate this for all involved. Since we will no longer be able to move forward as planned, I do want to provide some options to consider:

  1. Postpone
    1. There is a lot strategy involved
    2. Most are needing to move to a Thu, Fri or Sun… some to weekdays in general
    3. I’m seeing vendors/venues instate limitations, like only being able to book in 2020
    4. You’ll need to review your insurance for postponement coverage- I encourage calling the company and having a direct conversation about it
    5. I’ll be glad to coordinate with vendors and compile information pertaining to the potential finances involved in the change
    6. Many are still doing a small ceremonial celebration and when able, getting legally married on the original date via JP or ordained friend.
  2. Reduce the headcount within the guidelines of the CDC / local government
    1. This headcount would include vendors but as much as possible
    2. We would have the ones that can, do drop off service instead
  3. Move to a lush micro-elopement
    1. This can salvage what is already paid for

I hate hitting send on this email. It just crushes me. I would love to share this letter with you, written by another planner. I hope it brings comfort.

Can you please let me know where your thoughts are and what you would like to explore?

Thank you,

COUPLE RESPONDS AND WILL NOT BUDGE, WANTS TO KEEP TO THE ORIGINAL PLAN

I so hear you. There is no winning here. With the mandate, moving forward as planned is not legally an option. In fact, police have already started breaking up weddings. That being said, spend some time reviewing the options I presented one more time and let me know which route you’d like to consider. Things are moving so quickly in the vendor world and to be transparent, the longer we wait to pivot, the less favorable the outcome will be. Dates and options will be gone.

Again, I’m so very sorry and wish I could just fix this whole mess!

 

THE COUPLE STILL INSISTS ON DEFYING A GOVERNMENT MANDATE

I can see the pain and duress you are experiencing and understand the hard decision that is having to be made here. Because it is not legal for your vendors to provide services on that date, this decision will serve as releasing them from their duties. I will inform your vendors so they can activate their cancellation clauses.

*Coaching moment: Don’t offer drop off services for this. If they are going to break the law, you don’t want to be involved.*

[I will circle back with a compilation of next steps for each vendor. (if full service)]

[I will go ahead and inform them to please be in touch with you about next steps in the cancellation process. (if event management)]

My policy is __X__ so I will need __X__ from here.

Again, my heart is breaking right now. I’m so sorry this virus has robbed you of so much joy. I am confident in your love for each other and know you will turn this into a beautiful part of your story.

Best,

EMAIL TO VENDOR ABOUT POSTPONEMENT

*It’s okay to send one group email, please use BCC*

CLIENT IS EVENT MANAGEMENT AND YOU ARE NOT OVERLY INVOLVED, SIMPLY FACILITATING:

Hi vendor team-

I know things are moving quickly and we are all brokenhearted, so first and foremost, I want to send a virtual hug to you in this time.

I do want to let you know that X and X have made the hard decision to postpone their wedding and have secured X as their new date, at X location. We truly hope to keep as many of you as possible. Can you please let me know if this date works for you?

Please know I support any business decision you need to make in this time and will let you discuss your cancellation / postponement fee with the couple. They will be reaching out to you directly once I compile an update for them with your responses to availability.

Best,

 

FULL SERVICE – handling more aspects of this, couple has already chosen a new date 

Hi vendor team-

I know things are moving quickly and we are all brokenhearted, so first and foremost, I want to send a virtual hug to you.

I do want to let you know that X and X have made the hard decision to postpone their wedding and have secured X as their new date, at X location. We truly hope to keep as many of you as possible. Can you please let me know if this date works for you?

Please send any paperwork associated with this change order (whether you are available and have addendums or this activates your cancellation clause) and I will compile for the couple to review and return. Please know I support any business decision you need to make at this time.

Best,

 

FULL SERVICE – handling more aspects of this, couple would like to check with vendors before choosing new date

Hi vendor team-

I know things are moving quickly and we are all brokenhearted, so first and foremost, I want to send a virtual hug to you.

I do want to let you know that X and X have made the hard decision to postpone their wedding and are considering the following dates: X, X and X at X location. We truly hope to keep as many of you as possible. Can you please let me know if any of these date works for you?

(**Coaching moment, quite honestly, it will be easier and faster if you use Doodle.com and send a list of dates they can select. Then, it shows what overlaps among everyone.**)

Once I have replies from everyone, I will confirm the date and we will take the next steps to generate paperwork for a change order. If you know you are not available for any of these dates, please let me know if you have partnered with other vendors to share dates and lessen the damage. I’ll be glad to look at those vendors as our backup. Additionally, please go ahead and send your cancellation paperwork so I can get that processed with the couple for you.

Please know I support you and am here for you!

Best,

YOU PERSONALLY ARE NOT AVAILABLE FOR COMFORTABLE MOVING FORWARD

Try not to cancel! Build partnerships with other planners and contract them to complete the contract. Work out the finances behind the scenes with those planners. You don’t need to explain why you are not available (for example, your medical reasons are allowed to remain private).

Hi couple-

Today is a really hard day! We have studied our calendar and would love to continue working with you but I personally am not available. I would like to introduce you to X, copied on this email as she will continue your account. We are still a little underwater right now but plan to have staff meetings for full transfer beginning hopefully next week. Nothing about your service will change, except the face of your leader and you’re in great hands.

Please let me know if you have any questions in the meantime! Please understand this is the best way we can mitigate loss for all involved, having your best interest in mind.

Best, 

EMAIL FOLLOW UP TO VENDORS THAT YOUR COUPLE CONSIDERED FOR THEIR POSTPONEMENT, BUT IS NOT HIRING AFTER ALL

Because we are all under water, I think it’s okay to send a bulk email to these vendors if you frame it correctly. It reduces the number of emails 1. you have to send and 2. that you get in return.

Hi everyone! 

PLEASE forgive me for this blind copy group email. I’m trying so hard to balance efficiency and relationships right now. I wanted to let you know that the client I reached out about postponing has made other selections and while I LOVE giving feedback to vendors on why or what that process looked like, I really don’t have that information. Given the circumstances, it all just happened so fast. Regardless, I wanted to let you know in order to save any time my lingering response may waste of yours. 
I hope you are all hanging in there! I am sending HUGE hugs. 
Xo,

THE COUPLE IS SCARED TO PAY THEIR VENDORS, WHAT IF THEY GO OUT OF BUSINESS?

Hi couple,

Things are scary right now and your feelings are totally real. Here is what you need to understand: if people stop paying their vendors, they will indeed go out of business. But if the payments continue, they are likely able to keep things going. One thing we’ve been discussing in the vendor community is that even if a vendor decides the best thing for them is to stop taking on new clients (ie- close their business), they still have an obligation to finish all of their current contracts. And if they don’t, there is likely a broader conversation that can be had with your insurance about a no-show vendor. You’d need to check your coverage to determine if that is listed but it’s a safety net worth looking into.

Based on your vendor team, you’ve hired quality vendors with integrity and are well positioned for success. I see your team doing the right thing at each turn and have no reason to believe they wouldn’t continue that.

Best,

THE COUPLE IS STARTING TO PANIC THAT THEY’LL HAVE TO POSTPONE AGAIN AND DOESN’T

WANT TO SIGN NEW CONTRACTS YET.

I don’t envy the decision you are having to make. I wish I had a solid answer for you but we are clearly in a state of the blind leading the blind. The best I can do here is map out the things to consider while making a decision.

-In the current contract, your next payments are due on X date.

-If not choosing a new date, your vendors will likely get booked by other people.

-To pause additional payments, you may need to activate the cancellation but then you lose those deposits that they otherwise may let you transfer to a new date.

-These are the fees associated with canceling.

– These are the fees associated with postponing.

Let me know if you need any clarification and we can unpack it further. Take a night to sleep on it and let me know how you are feeling tomorrow. I’m here to help in whatever direction you decide to go.

CLIENT ASKS YOU TO ASK A VENDOR TO ADD COVID-19 PROTECTIONS TO NEW CONTRACTS

Hi couple,

I’m a believer that you get zero percent of what you don’t ask for so I applaud you for asking the question. To be transparent, vendors are 100% united on this and are not adjusting their contracts to allow for cancellations or concessions if this continues. Just as the insurance companies are doing right now, once it’s identified and known, it’s not covered under new policies. Consumers, at large and beyond our industry, are making purchases at their own risk right now. I wish I had the answer you’re looking for but do hope you can understand the implications. 

I’ll of course do my best to guide and support you along the way.

Best, 

IF THEY INSIST YOU ASK ANYWAY- just do it

Hi Vendor-

I wouldn’t be doing my job if I didn’t ask you this question; though, I presume I know the answer. Couple X is asking if in the new paperwork you will please excuse them of any obligation should the virus continue and cause them to face postponement or cancelation of their new date.

I absolutely support any position you have on this and appreciate your understanding that I’m simply the messenger here. I’m definitely doing my best to educate and inform. If you have talking points you’d like me to share, I’d be glad to add to what I’ve already communicated.

Thanks,


ENCOURAGING NEWLY ENGAGED COUPLES TO BOOK THEIR VENDORS

You’re engaged!!! How so very exciting. Congratulations!

I’m sure you’re also sitting with a lot of mixed emotions on whether now is even the time to be planning a wedding. Those feelings are totally fair! But there are a few benefits to planning right now so let’s talk those out!

Getting a date you like: Couples that have had to postpone are moving into Fall 2020 and many into 2021. This means that the dates you would typically book, are flying off the self. It’s really important to decide if you want to get married in the next 12-18 months or wait longer. If wanting to get married in that first window, it’s critical that you book your venue and vendors as quickly as possible.

Something to look forward to: You’re working from home and looking for any ray of sunshine you can find so now is a good time to think about the future and the joy that is to come.

Better service: Many vendors are going above and beyond right now to ensure that they make this a great experience for you, even amid times of uncertainty. They have the time to serve you right now and are more willing than ever to make it the best experience you could imagine.

I know you have a lot to think about so let me know when you’re ready to talk.

 

RESPONSE TO A BAD REVIEW 

“his is obviously not the outcome any of us desired for your special day. I don’t envy the decisions you had to make for you, your family and your guests and know it was heartbreaking. It’s been gut wrenching to watch this unfold for the couples I have grown to love so dearly.

With COVID-19 circumstances, it’s more imperative than ever for vendors to follow their contracts in order to best serve our current and future couples. It’s the only way to ensure we have a sustainable business that can complete our agreements with all that come to us.

I wish you all the very best and hope we can all find peace and joy in this time.

 

 

 

 

I WILL CONTINUE TO UPDATE THE BLOG WITH NEW TEMPLATES AS THEY COME AVAILABLE. PLEASE TWEAK, PROOF-READ AND ADJUST TO YOUR BUSINESS TONE AND MODEL. 

PLEASE PLEASE SHARE WITH YOUR COMMUNITY AND INVITE FELLOW PLANNERS TO OUR FACEBOOK GROUP FOR ADDED SUPPORT.

 

COVID-19, Email Templates, Refine, Resources I Love, Wedding Planners

  1. Jennie Doan says:

    WOWWWW SO HELPFUL!!! TYSM!!! This is so AMAZING!!!

  2. […] For Coronavirus via Wedding ProOnline Wedding Business Summit COVID-19 via Wedding Academy GlobalCOVID-19 Email Templates For Wedding Planners via Refine For Wedding […]

  3. […] She Creates Business COVID 19 Business Resource Guide: Email templates for communications related to COVID-19 […]

  4. Amazing information and useful templates for this and other situations. Thank You for supporting our industry.

  5. Caroline says:

    Amber – you are truly AMAZING! Found exactly what I was looking for in a particular situation right here. Thank you so much for continuing to support and educate, it is truly appreciated. Stay safe & well, Caroline x

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