Build Customer Loyalty to Succeed in Meeting and Event Planning
Careers are made or broken on the backs of return customers. The recession has some impact on just when clients return, but your skills as a meeting planner will determine if they remember you name as the economy returns to normal.
Building customer loyalty is tough. You can’t depend on charm and one good experience. The client needs to feel valued as an individual. It’s important to keep good records and create a client profile. Did you book a cruise for the client’s wedding anniversary? Keep that date in mind. If he booked a family vacation, make a note of his children’s names and ask about them when he calls the second time.
If something went awry with the business meeting, note that in the files. Jot down solutions that will prevent the problem in the future. Was the trip or conference a good experience for your client? Make notes during your follow up call. You are making a follow up call after the conference, aren’t you?
Responding to feedback and personalizing your services makes planning future event easier and lets your clients know that you appreciate their business. A difficult client will often respond positively when they know you doing your best on their behalf. Return customers are money in the bank.
