The Reality of Running a Wedding Production Company
We are not a call centre. We are a team of photographers, videographers, and editors who spend their weekends on location at weddings and their weekdays in post-production suites. This operational reality means our communication patterns differ from businesses that sit behind desks five days a week.
This guide explains how our communication works, what to expect at different stages of your journey with us, and how to get the fastest, most useful response when you need one.
Why Replies Are Not Always Immediate
On a typical weekend during peak season, our team is deployed across 4 to 8 weddings simultaneously. These events span the entire day — from early-morning preparation coverage at 08:00 to late-evening reception coverage past midnight. During these hours, our photographers and videographers are working. They are not checking emails.
During the week, our editing team is processing dozens of active projects. A single wedding can generate 3,000 to 5,000 raw photographs and 6 to 10 hours of raw video footage. The editing process requires concentration, technical precision, and uninterrupted workflow. Stopping mid-edit to respond to every incoming message would compromise the quality of the work we deliver to you and every other client.
This is not an excuse for poor communication. It is an explanation of a production schedule that, over 14 years and more than 4,500 weddings, has consistently delivered the best results when our team can focus on one thing at a time: creating outstanding work when they are working, and responding to clients when they are communicating.
Our Communication Windows
Weekdays (Monday to Friday)
Our administrative team processes emails and messages during standard business hours: 09:00 to 17:00, Monday to Friday. Queries received during these hours are typically acknowledged the same day. Detailed responses that require schedule checking, team coordination, or booking review may take up to 48 hours.
Weekends and Bank Holidays
Our team is on location. Email responses are not guaranteed on weekends. If your event is that weekend and you have an urgent query, please call the emergency number provided in your booking confirmation. For all other matters, your message will be addressed first thing Monday.
Peak Season (May to September)
Wedding season is our busiest period. During peak months, our response times may extend to 72 working hours for non-urgent queries. We apologise in advance for any delays during this period. Your patience is genuinely appreciated — and it means our team is busy delivering the same level of care to other clients that you will receive on your day.
How to Get the Fastest Response
Use Email
Email is our primary communication channel for everything booking-related. It creates a permanent written record, can be tracked in our project management system, and ensures your query reaches the right person. Send all correspondence to [email protected].
Be Specific in Your Subject Line
A subject line reading "Question about my booking" is harder to prioritise than "Timeline change — Wedding 14 June — Smith/Patel." Include your event date and your name. If the matter is urgent (within 7 days of your event), write "URGENT" at the start of the subject line.
Consolidate Your Questions
If you have multiple questions, send them in a single email with numbered points. This allows us to address everything in one comprehensive reply rather than managing a chain of individual messages that may arrive out of order.
Avoid Duplicate Messages Across Channels
Sending the same question via email, WhatsApp, Instagram DM, and our website contact form does not speed up the response. It creates four separate threads that our team must reconcile, which actually slows things down. Pick one channel — preferably email — and use it consistently.
What to Expect at Each Stage
After Booking (Deposit Paid)
You will receive a booking confirmation within 24 hours of your deposit clearing. This confirmation includes your event date, package details, and a summary of next steps. Between booking and your event, communication is typically light — we will reach out approximately 4 to 6 weeks before your date for a pre-event consultation.
If you have questions during this period, email us. We will respond within our standard 48-hour window.
Pre-Event Consultation (4-6 Weeks Before)
We will contact you to arrange a consultation — either in person, by phone, or by video call. This is where we discuss your timeline, shot list, venue logistics, and any specific requirements. After this consultation, both sides should have a clear understanding of what to expect on the day.
Final Confirmation (7 Days Before)
You will receive a final confirmation email with your team assignment, arrival time, and a summary of the agreed schedule. If you need to make last-minute changes at this stage, we will respond within 24 hours.
During Your Event
Your photography and videography team will be focused entirely on your event. They will not be checking emails. If you need to communicate with our team during the event, speak to them directly or contact the on-the-day coordinator number provided in your booking confirmation.
After Your Event (Editing Period)
During the editing period, we will not proactively send updates unless there is a delay. Your images and films are being processed in our production queue. If you want a status update, email us and we will confirm your position in the queue and estimated delivery date.
We strongly encourage you not to follow up weekly. Frequent check-ins do not accelerate the editing process — they consume administrative time that could otherwise be spent on production.
After Delivery
Once your files are delivered, you have 14 days to review and submit revision requests. During this period, your project remains in our active queue and responses to revision-related queries will be prioritised.
The WhatsApp Problem
WhatsApp is a wonderful tool for quick, informal communication. It is a poor tool for managing a professional booking. Here is why:
- Messages are easily lost in long threads, particularly if multiple family members are messaging from different numbers
- There is no formal record-keeping. Verbal agreements or approvals sent via WhatsApp are difficult to track and reference later
- WhatsApp does not integrate with our project management system. Every WhatsApp message must be manually logged by our team
- Group chats with family members often generate dozens of messages that require sorting through to find the one actionable request
For day-of coordination — "We are running 15 minutes late" or "The ceremony room has moved to the garden" — WhatsApp is perfectly appropriate. For everything else — booking changes, timeline submissions, revision feedback, formal requests — please use email.
If You Have Not Heard Back
If 72 working hours have passed and you have not received a response:
- Check your spam folder. Our replies occasionally end up there, particularly with Gmail and Hotmail accounts.
- Send a polite follow-up email referencing your original message date and subject line.
- Call during business hours (09:00 to 17:00, Monday to Friday) if the matter is time-sensitive.
We have never intentionally ignored a client. If your message has gone unanswered, it is almost always because it was missed in a busy period, caught by a spam filter, or requires information from a team member who is currently on location.
Our Commitment
We understand that slow communication can feel frustrating, particularly when you are planning one of the most important events of your life. We are committed to:
- Acknowledging all emails within 48 working hours
- Prioritising urgent queries (within 7 days of event) for same-day response
- Providing honest timescales when a detailed answer requires research
- Never leaving a client without a response for more than 72 working hours during term time
In return, we ask for your patience during peak periods and your understanding that a slower reply usually means we are busy doing the work that makes your experience exceptional.