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 several weddings simultaneously. These events span the entire day — from early-morning preparation coverage 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 photographs and 6 to 10 hours of 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. Queries received during these hours are acknowledged in order, as quickly as we reasonably can. Detailed responses that require schedule checking, team coordination, or booking review may take longer.
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 direct number provided in your booking confirmation. For all other matters, your message will be addressed as soon as we are back at our desks.
Peak Season and Religious Holidays
Wedding season is our busiest period. During peak months and religious holiday periods, response times will be slower than usual for non-urgent queries. We genuinely appreciate your patience during these times — 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 and we will respond as soon as we reasonably can.
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, these fall inside the urgent window — we will prioritise them and respond as quickly as we can.
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 you have not heard from us within a reasonable time given our schedule:
- 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 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.
Day-Of and Day-Before Urgency
The final 48 hours before your wedding have a completely different rhythm to the months that came before. By this point our team is mobilised, your schedule is locked, and our focus shifts entirely to delivering your day. Urgency in this window is treated differently from a routine question asked months ahead.
For day-of and day-before wedding queries, contact your direct number provided in your booking confirmation — these are prioritised and answered as fast as our event coverage allows. Whether you need to confirm a timing, flag a venue change, or reach the team on the morning itself, that direct line is the fastest route to us. You will never be left chasing in the final stretch.
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 every message and answering in order, as quickly as we reasonably can
- Prioritising urgent queries about any wedding within 7 days of the date
- Providing honest timescales when a detailed answer requires research
- Never intentionally leaving a client without a response
In return, we ask for your patience during peak periods and religious holidays, and your understanding that a slower reply usually means we are busy doing the work that makes your experience exceptional.