When it comes to working with clients, effective communication is more than just a nice-to-have—it’s an essential component of delivering excellent service. How do you relate with your clients in terms of communication? In the event planning industry, where every detail matters. Transparent and proactive communication can make or break a client’s experience. Here’s how you can master the art of managing customer expectations and avoid common pitfalls.
Communication is Crucial
One of the biggest misconceptions in client relations is that customers must understand all the behind-the-scenes processes involved in delivering a service. Unfortunately, that’s rarely the case. Therefore, we limit the detailed information we disclose to clients – “It’s our business.” Clients are often unaware of the intricacies of backend procedures, and it’s our job to bridge that gap.
For example, if you’re working with suppliers like caterers or decorators, your clients might not realize that their requests are only part of a larger puzzle.
Why Over Communication Works
Some might argue that less is more when it comes to communication. However, in the world of event planning, it’s better to err on the side of over-communication. The goal is to ensure clients feel informed and confident about what they’re paying for. This means explaining the final deliverables and the backend work involved.
Imagine a scenario where you’re managing several stakeholders for a primary client. In this setup, miscommunications and misunderstandings are common. Clients might occasionally need clarification about their service package, which requires a clear understanding on your part. If the information you provide is inaccurate or unclear, it can lead to dissatisfaction and frustration. To prevent these issues, focus on improving communication and offer detailed explanations about the processes involved. You can practice your answers with a colleague – Let them ask as many questions as possible.
Avoid Unrealistic Promises
Promising the moon when a client makes a last-minute request is tempting, but setting unrealistic expectations can backfire. Suppose a client needs a detailed quotation by the end of the day, but you know that obtaining quotes from suppliers can take time. Instead of promising an unrealistic turnaround, be transparent about your process.
For instance, if you receive a call from a client requesting a complete quotation by the end of the day, it’s important to manage their expectations realistically. Given that you need to gather quotes from various suppliers, such as caterers and decorators, who may be occupied with other requests, it is prudent to be upfront about the time required. Instead of promising immediate delivery, you might say, “I understand that you’d like the quotation today, but due to our company policy and the fact that we need to get official quotations from our suppliers, we typically require two days to provide accurate and comprehensive quotes.” This approach sets a clear timeline and helps avoid the risk of missing the deadline and disappointing the client. Additionally, it prevents the need for last-minute apologies and excuses, ensuring clients clearly understand your process and timelines.
Manage Client Expectations
Expectations can be particularly challenging when clients request elaborate setups during peak times. For example, if a client wants an extravagant wedding decoration in December—one of the busiest months in event planning—you’ll need to manage their expectations carefully.
For example, if the client’s vision requires extensive setup and the venue is booked back-to-back, you might need to advise them to pay for additional setup days. Explain that having extra time for setup will ensure their vision is executed flawlessly. Without this, you risk being unable to deliver the grandeur they expect within the limited time available.
In essence, clients need to be prepared for additional costs and time if they desire something extraordinary. This helps set realistic expectations and ensures that their event goes off without a hitch.
Conclusion
Managing customer expectations through clear and proactive communication is key in the event planning industry, where every detail counts and every client has unique needs. Avoid making unrealistic promises, and inform your clients about what’s happening behind the scenes. Over-communicating and setting realistic expectations can enhance client satisfaction and ensure smoother, more successful events.