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Making the Event Customer Freak-Out a Thing of the Past

Have you ever known you were forgetting something, you just couldn’t figure out what it was? When it’s something like an ingredient that you were supposed to pick up at the grocery store, but forgot until you were making dinner, it’s annoying – maddening even. But when it’s a detail that slips through the cracks until it’s too late during a customer’s event, it can range from embarrassing to devastating. Not only do you have to jump through hoops to make the event customer happy, you have to make sure they’re happy enough not to take their grievance to their peers – or worse yet to social media where bad news spreads like wild fire.

The devil in the details.

There are some things your event customers will all have in common – for instance, they need space in your facility for a set period of time – something that can easily be managed with a simple booking calendar. If all you had to offer was space, then your job would be easy. But the devil is in the details.

Each customer has room set-up needs. Different food and beverage requirements. A/V equipment. Lighting. Staging. Access to electricity and Internet. The list goes on and is as varied as the clients you work with every day. With so many details being handled by so many different departments, is it any wonder that something could get overlooked?

Eliminate the escalation.

The key to effectively managing dozens and dozens of details and avoiding event customer freak-outs is communication. And the best way to make sure everyone is communicating the same information to customers is to make sure everyone in your organization can go right to the source. An event booking system that’s connected to work and service orders, as well as customer relationship management, and financial data allows you to get a 360-degree view of your customers and their events. With everyone getting their information from a single, airtight database, anyone in your organization that talks to a client can verify what’s been ordered and answer any questions. Imagine the level of calm that comes to a customer who has no reason to escalate a call or conversation, because everyone provides the exact same answer, every time.

Big data vs. better intelligence.

The added benefit of consolidated data is better reporting, like being able to compare data month-over-month, or year-over-year in real time, allowing you to verify that the decisions you make today are making a positive impact for event customers – and to the bottom line. Finding out that you need to rent 200 more chairs to accommodate larger than expected crowds today allows you to be proactive. Finding out that needed those seats after guests arrived – well that could be disastrous.

When events are your day-to-day business, the little details don’t seem like a big deal, but for your customers, the event they’re planning may be the most important, visible thing they do all year. In order to give them a higher level of support – and provide an appropriate level of hand-holding, it’s important that everyone on your team has a clear view on even the smallest detail. Don’t you agree?

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