How can your team provide excellent customer service in event planning?

Yes, this is absolutely true! Begin with the end in mind. If you focus on what outcome the customer is looking for, then you can back into a plan to deliver that vision. Ensure you stay on the same page with your customer. Changes and adjustments should be made an agreed-upon together, then there are no surprises! If you know what your customer needs and you focus on the outcome, you can work together to make that dream a reality!

One thing I have found helpful is being patient and understanding… listen to your clients dream and expectations…Let them know you get them and what they want to achieve with you being their planner.

Event planning may have multiple client types depending on your work. It's important to understand who each type represents and what their needs are. This could be different budgets, generational knowledge points, and more. Understanding the client types and going above and beyond will help you to meet their expectations.

As an extension of the client, you are responsible for representing their interests and advocating on their behalf. Understanding your client's big-picture goals is essential. Also, understanding who the decision makers are and who they need to please. Lead your client in all aspects of the event planning process and communicate clearly and often. And most of all, make it fun for them!

Understanding and catering to your client's needs is the cornerstone of successful event planning. In the dynamic and multifaceted world of event management, a keen awareness of your client's objectives, preferences, and expectations is not just a nicety but a strategic necessity. First and foremost, knowing your client's needs allows you to align your event planning efforts with their overarching goals. Whether they are aiming to launch a product, foster networking, or celebrate a milestone, a clear comprehension of their objectives provides you with a roadmap for crafting an event that not only meets but exceeds their expectations.

Part of team members providing great customer service is making sure that everyone understands the full scope of what is going on at the event. If team members are siloed within their individual responsibilities, then it is difficult for them to answer questions outside of their role or to be flexible when something changes. As an event planner, making sure that all team members know the schedule, purpose of the event, where things are happening, etc. can help make team members make much stronger contributions.

It can be extremely helpful to have written guides to completing tasks - both in the planning process as well as the implementation/execution process. This allows your entire team to be able to step up in case of emergency/absence of a specific individual. Finding ways to celebrate the success of training and implementation is another good way to foster your team culture.

Train and EMPOWER your team members! Empower your team members to make decisions and take ownership of their tasks. By prioritizing training and creating a collaborative team culture, you equip your team with the tools and mindset needed to deliver excellent customer service in event planning.

Trained team members help enhance the customer experience. They must know the proper processes and procedures to ensure the customer’s experience is spot on. Create guides and workflows for the team and make sure they know how to handle emergencies

If you're event is happening in person - prepare contingency plans for things like power outages, snow dates, and natural disasters depending on your location. It's important to think about the location of the event which may not be where you are located and how the venue changes your contingencies. On the flip side - virtual events should always have multiple co-hosts or access to RELIABLE internet. Make a plan just in case the event shuts down due to power/internet access going out.

I think at times it is also important to be honest with the audience early-on when something doesn't seem to be working as people often appreciate being aware that there is a issue rather than thinking they are getting a sub-par experience.

Sometimes it's helpful to identify specific people who will do the outward engaging with guests. These are great roles for the extraverts on the team who thrive on meeting and talking with others. You can also have other roles which are more supportive of your introverts on the team and their strengths behind the scenes. One person doesn't have to be responsible for everything when you have a full team!

This is the experience part and can make or break your relationship with the customer. I agree with every part of this. Making them feel welcome and engaging with them is so crucial.

In my experience, a huge part of this is actually taking action on feedback. I think many people send out surveys and analyze the results, but when it comes time to run that event again the next time they forget to look back at those results and analysis and make intentional updates based on them.

This is where a lot of missed opportunities occur. The follow up is a setup for a great on-going relationship. I love to get feedback at this stage and offer any other services I may have.

SPOT ON! It's astonishing how often this crucial step is overlooked or executed as an afterthought. A genuine, thoughtful follow-up can make all the difference in transforming a one-time interaction into a lasting relationship. It’s not just about ticking a box; it’s about showing real appreciation, seeking honest feedback, and continuing the conversation. This kind of authentic engagement not only enhances customer service but also lays the groundwork for future opportunities. It's a practice that truly deserves more attention and sincerity in its execution.

I would add that it is also important to follow up with your suppliers and vendors. See if there were any issues or suggested improvements on their end, whether throughout the process, during set up or event tear down. And also thank them for their involvement. They are an extension of you on site and it is important to show them appreciation as well and to value their feedback.

Follop up is critical to close out the project, afterall every event is a project. This is a good check and balance opportunity to review internal business process, receive feedback and create a lasting relationship. Every event should have a close out with client(s) process as a standard of business practices.