You’re dealing with a difficult client in event planning. How can you maintain your confidence?

Confía en tu experiencia, en tus habilidades, en tu red de contactos, en tus proveedores. A la hora de trabajar un evento debes siempre tener una actitud abierta a la escucha, ser accesible e interpretar los deseos de tu cliente. Es importante tener buena comunicación y entender lo que el cliente quiere transmitir y posterior saber transmitirlo a tu equipo de trabajo, te garantizo que la clave es la comunicación y el compromiso de cada uno de tu equipo.

In event planning, it's not uncommon to encounter challenging or difficult clients. Through my experiences, I've come to understand that everyone desires to be heard and have their thoughts and feelings validated. Therefore, I make it a priority to provide them with the opportunity to express themselves fully. This not only helps in defusing tension but also lays the groundwork for constructive dialogue and problem-solving. NEVER LOSE YOUR COOL. Maintaining confidence in such situations requires a clear understanding of the value I bring to the table as an event prof'l, recognizing my expertise which allows me to approach challenges with assurance and competence. This also creates a boundary in that it reminds the client I am the expert.

Understanding clients demand and planning a strategical idea to give clients confidence that everything will be according to his/her choice. We always need to consider that an event can be just a task for us but it is related with clients emotion or prestige. So, we need to handle it carefully. As per my understanding, I will hear each detail and make a design to get his acceptance. After getting approval I will go for negotiations to close the deal. While starting work, I will collaborate with ideas and deadlines should be met. In event planning, there are always last minute changes that have to be considered and handled calmly.

Difficult clients translates to an issue with project delivery. An issue that a PM could have anticipated (sometimes may not have been able to prevent the occurrence) but always anticipated. The best thing to do is let the client/customer/stakeholder speak and listen intently. There is a lot of emotion when people get 'difficult'. And letting them speak helps them process that for themselves as well. Unhappiness and discontent are part of life but letting people speak and process and then working with them to resolve is the best approach.

Whilst setting boundaries is critical and important sometimes as we know the best laid plans don't always go to plan. It is possible there is a change in personnel at the company that is the client/customer who has a different style and approach and whilst the Project Manager can adapt and adjust it is possible that there is misunderstanding at the start especially if the project is mid-way. Communication is key and needs to be adaptable and reviewed just as other parts of the project plan.

Setting clear boundaries from the beginning, and clarifying your client’s boundaries, will save you a lot of time and energy during the engagement. Taking the time to spell out in the scope of work and contract exactly what to expect, as well as going over preferred communication styles, work hours, and methods of contact during onboarding is a great way to establish a regular communication cadence. That said, it’s always good to be flexible as things inevitably change—as they always do! With your event plan.

Although easier said than done, always remember that this is not personal. You never know what someone is going through or if this is how they act with everyone they interact with. Once you take the personal component out, you will be able to recognize the ways in which the client communicates and adapt accordingly. Always keep a paper trail. After lengthy phone conversations, send a follow-up email to the client with a summary of your call to confirm everything documented.

When dealing with a difficult client, I make sure to stay calm and professional. I focus on finding solutions and keeping communication clear. It's important to remind myself of my expertise and the value I bring to the table. Setting boundaries and managing expectations while staying confident helps me navigate tough client interactions smoothly.

Through all of this the key is timely communication. Ensure you are constantly communicating with your client from the get go. Once you have identified and agreed on the scope ensure this is documented and agreed upon. As you move through the tasks and timeline ensure the client is kept abreast of all developments and challenges and agree on the way forward if changes are necessary. Remember to partner with your client throughout the process so as to avoid any gap or opportunity misunderstanding, misinterpretation and lack of communication.

As with most things , it is so important to view things the right way and if possible keep the emotion out of it. Not always easy to do but important. Also the awareness that even if you plan for all eventualities, you can't plan for all eventualities. Using words like 'difficult', 'not possible' creates a mental block for all parties. Know your project inside out so if and when there are issues, the client even if upset, knows they are in the best hands to find a solution!