Thanks so much for taking the time to send us your feedback. We are honoured that you have chosen Perfect Weddings Abroad to organise your big day.
I am sorry to hear that you don't feel that our service is currently exceeding your expectations. I wanted to acknowledge your feedback and address your points for you too...
Firstly, I'm really pleased to hear that the service that you received from your Weddings Abroad Specialist here in the UK you have been happy with.
We actually implemented our Online Wedding Profile system, which currently is activated at the point of booking, following on from feedback we received from couples who had married with us in the past and been through the whole process... Mainly for this very reason, so that we can monitor the response times and help you with any outstanding queries that you may have.
We have in place an expected response time of 7 working days for responses from our Overseas Wedding Coordinators. We ask you to please bear in mind when you are asking them questions (particularly during the Spring and Summer months), that they spend the majority of their working day away from their desk at pre-wedding meetings with couples who have arrived in-resort, in person at each and every couples big day, as well as looking after our couples who are in-resort at present and finalising their wedding arrangements... a service that yourself and your partner will receive once you arrive in-resort.
If you do ever ask a question and are waiting for longer than the 7 day period that our In-resort Wedding Coordinators aim to respond within, please feel free to pop back on to your Online Wedding Profile and send them a follow-up message, as this will be received directly to their email inbox. Or if you have any queries at all regarding your response from your Wedding Coordinator you are very welcome to call our Freephone Brides (and Grooms!) Line, which can be obtained through your Weddings Abroad Specialist here in the UK.
I also wanted to let you know that all messages that you send via your Online Wedding Profile are actually delivered in real-time, directly to the Inbox of your In-resort Wedding Coordinator. So please do not be concerned if the message shows as 'Unread' - your message will have been received by your Wedding Coordinator and this will change the status from 'Unread' to 'Read' at the point of your Coordinator responding to you.
Thanks for sharing your thoughts and suggestions with us as to how you feel we can improve going forward. We take on board all feedback received and use this to shape the future of the business...
With this in mind and also regarding your feedback on the system itself that you are currently using... I wanted to acknowledge this personally and let you know that it is something that I'm aware of and have taken onboard.
We implemented the current 'off the shelf' software as an immediate measure, in order to facilitate the flow of messages from the UK to our overseas team directly... as in previous years it was all done by telephone with the UK office, who then had to report the messages overseas and then in turn (via the hotel, florist, photographer, coordinator etc) relay back to you - which led to things being misinterpreted and also missed throughout the chain.
As a growing company and really keen to take on all feedback in order to help improve our services, we used, from the resources that we had available to us (financially and time-wise too), what was the best option available to us at the time and implemented the Wedding Profile System that you are currently using today.
With your feedback in mind and my ultimate dream (which is very much along the lines you are thinking as well!) we recently set about building our own in-house Wedding Profile System, which will live within our existing website, allow communication with our overseas coordinators more freely, enable the uploading/downloading of video content/photos/other media, reminders/prompts for important dates, invites to your guests, your own wedding web page, a gallery of wedding extras (flowers, photos etc) and much more.
I appreciate that as your wedding draws close, that once this is complete and replaces the existing system it will be after you have been married. However, I wanted you to know that we are working extremely hard on this and I hope that you can see that we're ultimately working on this to add in many of the features you feel will enhance our services long in to the future.
As you mentioned that this was the only draw back in rating our services as Good/Excellent, I hope that you can see that we genuinely appreciate this feedback and are working to implement your suggestions for future couples to benefit from.
All the best for your big Day. We are always here to help you in the rest of the lead up to your wedding day.
Danny
Danny Waine
Director
Perfect Weddings Abroad
