Integrity, adaptability and a strong backup plan are key to keeping clients happy during employment struggles, supply-chain issues and other pandemic-related challenges in the event industry.
Expectations are everything in the event business
So, how exactly do you manage those demands & expectations—while also fabricating the event of your clients’ dreams? There are few top tips to keep in mind:
1. Don’t candy-coat the issues—and take time to thoroughly transmit any challenges.
“Honesty is always the best policy”. When you are not able to deliver on a client's ‘want,’ no matter how large or small, you clearly explain why you’re unable to deliver it and then present two to three alternatives that will enable you to achieve the exact same result.
2. Start managing expectations during your very first interaction with the client.
It’s easier to set expectations from the first client interaction than to let the client bring their demands and then have to explain what is or isn’t workable.
In this way they know precisely what they’ve asked for, how much it will cost to them and what and when is it going to be delivered. This makes it easy for everyone to stay on the same page.
3. Always have a detailed backup plan—or four.
If there’s any chance the client is going to need something else to fall back on for their event, organizers need to be prepared to pivot swiftly and smoothly.
Another important note? You want your substitute plans to look as alluring and exciting as the main one.
4. Get ready to adjust your timelines.
Our mantra is to ‘get it done early’ because last-minute rushes are expensive and not as guaranteed,
For both health and safety considerations as well as supply-chain issues, working rationally to get ahead of the latest research and cost involvement—and clearly communicating that to clients is the key to growth.
Remaining focused on what we can manage, planning ahead as best as possible for what we can’t and collaborating closely with our clients to ensure we find successful solutions together seems to be the best formula for every event planner.
5. Always plan for backups.
The most successful strategy has been presenting multiple options to the client and putting aside or even purchasing back-up inventory, while also explaining to clients with room in their budget to preserve multiple vendors or have duplicitous orders for critical material pending, instead of risking going without.
6. Spend time cultivating your relationships and building trust.
You need vendors you can rely on rust who will be as honest with you as you are with your client, and clients who know you are giving them the full sincerity of what is going on. Evolving that trust by being fully transparent, even if it’s about a problem, is the only way to get through the tougher times when issues come up, without losing that client relationship or their events.
7. Stay positive.
Be the solution-focused positive ray of sunshine through the storm clouds.
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