We’ve noticed that customers are not using the “Special Request” field when building their quotes online. In practice, this section isn’t serving its intended purpose, and we believe it could be far more useful if repurposed as a general information or event‑description field.
By inviting customers to briefly outline their event vision, goals, schedule, or any relevant context, we would gain the foundational understanding we currently have to gather through additional emails or phone calls. This change would streamline the process for both the customer and our team, allowing us to approach each enquiry with a clearer sense of what the client hopes to achieve.
Additionally, the current wording of this section can feel inappropriate or insensitive for certain event types—particularly more delicate occasions such as funeral wakes. Updating the language to be more neutral and inclusive would help ensure a better customer experience across all event categories.