Are You Driving Your Clients Crazy?
Everyone has their own private pet peeves, including your clients. Have you ever stopped to think about how or if you are driving them ‘round the bend? Learning a lesson from a client’s frustration with other meeting planners can save you a great deal of headache and earn your company new loyalty points.
Communication is a key factor. Almost every conflict between a meeting planner and his client can be traced back to a failure to communicate. Imagine you are booking a keynote speaker and have asked her to hold a date open. She is excited at the prospect of working with you and complies. Your workload piles up and you forget to tell her your client decided to go with a different speaker. When you don’t send that email releasing the date, resentment and frustration are the natural consequences.
Do you tailor your email mailing list to include only those people who need to know? Sending reminders to people who have complied with all your requests can ruffle a few feathers. It makes them feel that you just aren’t paying attention when, in fact, you’ve just taken the easy way out. Keeping track of the small stuff may be tedious; however, success is often in the small details.