May 1st, 2023 | by Mary Windham | This post may contain affiliate links
After years of managing events large and small, we’ve seen just about every type of client. While events can be fun, the pressure of impressing their guests, speaking publicly, making sales, and any other number of stressors mean that your clients aren’t always at their best, and they can sometimes take their stress out on you.
While it may be tempting to respond with attitude or to drop the contract, learning to navigate tough client situations is the difference between amateur mom-and-pop event shops, and successful event enterprises.
Try some of these pro tips to turn that client frown upside down:
Be an Active Listener
Especially during your first meeting, ask many questions and listen carefully to their answers. Make sure you understand the full scope of what they are asking for and write or record everything for future reference.
Be honest with them about potential concerns, prices, and expected limitations. If a client gets frustrated with you as planning continues, acknowledge their frustration, make sure you’re understanding their concerns, and communicate to them what is being done to solve the issue.
Get it in Writing
Any communication with the client should be documented. Communicating back and forth via email is the most common and easiest way to track changes and updates. After each in-person, virtual, or phone conversation, send a follow-up email outlining what you talked about and the plans going forward. Copy other relevant parties who may not have been on the first call.
This prevents misunderstandings, keeps everyone on the same page, and will provide you with receipts should there be any conflict about plans or deliverables.
Respond Quickly
As the event gets closer and stress levels rise, your clients are going to have more questions. Respond as quickly as you can, as it shows them that you care and are invested in their event. This doesn’t mean you need to have every answer at a moment’s notice, but letting the client know you’re responsive and working on it can do a lot to ease their fears. Proactive communication, like weekly summary updates, can also help alleviate anxiety as the event looms near.
Offer Compromise
We’ve all met the client with big dreams and a small budget, and that can be frustrating for everyone involved. As event planners, we want to bring their dreams to life, but it’s not always possible to deliver the exceptional on a basic budget.
Creative problem solving, alternatives, and compromises will be crucial for you to meet their expectations and grow your planner skills.
Being willing to compromise and listen to the client will also show them that you’re on their side and help them feel more in control of the situation.
Own Your Mistakes
We’re human, which means we’re going to make the occasional mistake. If you are the one to catch it and it’s going to affect the client or event, let them know as soon as possible and with a solution already in place. If they bring the mistake to you, accept responsibility, apologize sincerely, and reconcile the issue as soon as possible. Depending on the scale of the mistake, consider taking measures with your team to ensure it never happens again with future events.
Rely on Your Team
Teamwork makes the dream work! Bounce ideas off your teammates, ask them for suggestions, and use them as an extra set of eyes and ears to catch any details you might have missed.
Don’t be afraid to delegate, but also provide coordination and oversight meetings so you can verify things are still on track. Each team member will have their own personalities and strengths, so don’t be afraid to assign them to tasks or clients that work better for them.
Get Feedback
Don’t dismiss feedback from difficult clients!
They’re sharing what others might not be willing to share, and ALL feedback is important as you continue to improve. Understanding your strengths and where you need to improve is an important, ongoing process. Using this information will make your business stronger and will make the experience better for both you and future clients.
After two decades in the meeting and event industry, we’ve learned our fair share from difficult clients. If you’d like other tips and tricks to make your event planning business a success, download our free event planning checklist!
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