Conflict Resolution: Consumer vs. Member

As an association of special event planners, we are in a very emotional industry, and sometimes things go different from what we had planned. Our goal as an organization is to assist in the resolution during the rare times when a wedding professional did not deliver what they were contracted for. In these rare instances, this is the procedure you need to follow for assisted resolution.

First, please understand not all wedding professionals in the world (or the US) are members of AFWPI (we are working on that!). For us to be of any assistance, they need to be a member of AFWPI. As a member, we have asked them to follow our Code of Ethics, and they have agreed to adhere. To view our code, visit the Code Of Ethics.

The first and most essential step is, before hiring them, to ask if they are a member of any associations and try and hire those that are members. It shows you they are interested in delivering customer satisfaction, growing their business, and perfecting their craft.

With that said, should you have a problem with a wedding professional you have contracted, the first thing we require is that you contact that professional and communicate the problem to them. It could (and likely will) be resolved at this stage.

Should this not work, please call the office and ask if the professional is a member of AFWPI. If they are not, we are very limited in what we can do other than put a copy of the problem into a file folder should they ever join.

If they are a member of AFWPI, we will require you to furnish a copy of the letter you sent them to resolve the problem.

Here are the steps from that point:

1. When you try to resolve the problem directly, please put the complaint in writing in the form of a letter.

a. Include your name, address, wedding date, a phone number you can be reached at for questions, and an email if you have one.

b. Describe exactly what the complaint is.

c. Explain what the member could do to resolve or make up for the problem.

2. As soon as AFWPI office receives the complaint, our staff then writes a letter to the member.

a. We explain what the complaint process is.

b. We ask for a response within 30 calendar days of the date of this letter.

c. We ask that they include a copy of the complaint with their letter.

3. If a response is received within 30 days from the member, the complaint and response are placed in the member’s file and the bride is sent a copy of the response. There is no further procedure in these instances.

4. If no response is received within 30 days from the member, the complaint is brought before the ethics committee for resolution.

5. A letter of intent to investigate the complaint is sent to the members of the ethics committee. The member is told in that letter that the investigation could result in their membership being revoked.

6. The ethics committee then investigates the complaint:

a. They read the complaint and response. (See #11)

b. They talk to someone in the same field as the member to see if this is a common problem in that business (e.g. Do brides often complain that the flowers were supposed to be a different color? Do they often complain about the length of time it takes to get photos back? Etc.)

c. One committee member talks to the bride.

d. One committee member talks to the member.

e. Neither the member nor the bride is allowed to attend the committee meeting.

7. The ethics committee meets and decides on the complaint.

a. They discuss the complaint.

b. They listen to reports from those who investigated.

c. They decide by vote what action should be taken. There are three potential actions:

-90 day probation

-Revoked membership with conditions

-Revoked membership unconditionally.

8. A letter is then sent, certified/return receipt via US Mail, to the member with the committee’s decision.

9. If membership is revoked, that is posted by the member’s listing on the website for six (6) months.

10. If the member is placed on probation, they are given the option of accepting help from another member or members to help them resolve the situation. The committee reviews the complaint 90 days after the decision.

11. If a third complaint is filed against one member, even if all complaints have been answered satisfactorily, the same procedure is followed as if no response was made to the complaints.

Again, our goal is to assist the professional with education. Part of that education is excellent customer service. We hope you never need the services of this procedure.

Sincerely,

Richard Markel

President AFWPI