Customers can either help boost or damage your reputation as an event planner, which is why the most important aspect of a business.
In an industry heavily reliant on word of mouth referrals customer service is a crucial part of your business.
However, that can be a bit challenging when you have to listen to a client’s complaint over something else at an event while you’re still trying to sort out other pending matters. Ignoring the complaint of an attendee or customer can send out the wrong message and at worst, demolish your reputation. What is the right way to handle customer dissatisfaction at an event?
Below are few tips and ways to keep in mind that will help you solve such problems when encountered with them, and satisfy your customers at the end of the day.
#1. Pay attention to them
One can understand that there is a lot of work involved during the event, but it is important to have the ability to listen to the client’s complaints nor give them time to explain and find a way to solve the problem. The customer’s opinion matters and positive feedback from them is an added advantage to your brand name and organisation. So it won’t hurt you to take five to ten minutes off just to listen to them and see how best you can please them and calm their temper down.
#2. Keep your cool
Everyone is human, and we are all allowed to snap every once in a while and get really upset. It is very understandable for you to be thrown off and get a bit edgy when a random customer comes up to you complaining with a negative attitude and approach you in a rather ill manner. It can be totally frustrating and at some point you might want to retaliate. as offended as you may be trying to respond in an aggressive way won’t solve matters. Keep your cool and try to maintain a positive attitude. Wear on a garment of professionalism as you try to see where the customer is coming from.
#3. Deal with the situation right away
As soon as you know what the problem is, hit the nail right on the head; it is better to have one customer complain than 300 customers complaining about the same issue. Hence, figuring out the problem on time is very vital and will save you a whole lot of stress by dealing with it immediately.
#4. Do not shift the blame
Whatever the problem may be, trying to shift the blame or dodge the bullet won’t make things any better. Some event planners might not want to acknowledge the fact that they are to be blamed for some errors and mistakes. The sharp edges of your pride will only hurt the image of your company. No one is perfect and we all make mistakes. Take responsibility and offer solutions.
#5. Find the solution to the dilemma
Once you have taken control of the situation and calmed the customer down, get your staff together and work with them to find a solution to the problem. Make sure there are no loose ends and keep everything under control and try to avoid going down that path again. Nevertheless, do not feel that you are incompetent or cannot handle your events effectively. Mistakes are experiences and lessons to learn from. They open up our eyes to the cracks and loopholes in the way we do things.