Good customer service is something that all business professionals should set as a high priority. After all, a client’s happiness is our livelihood when it comes down to it. In fact, in the event industry specifically, one of the top ways vendors are hired is through word of mouth referrals. Whether it’s from a previous client or online reviews, what customers say about you matters.
The current market is flooded with event pros in all areas, from rental companies and catering to venues, and while you may know that you offer the highest level of service, there are ten other businesses that will tell customers the same thing. So, the question is: How do you stand out? A simple solution is to make sure your clients are happier than anyone else’s by exceeding expectations time and time again.
Let’s take a look at four important questions you should ask your clients so that you can blow them away:
What is the Overall Goal of Your Event?
Whether it’s a corporate event, conference, wedding, or non-profit fundraiser, every event has a goal. One of the first questions you should be asking is what that goal is so that you have a full understanding of what they need. The last thing you want is to put too much emphasis on the dinner and tablescapes when the goal was to emphasize a silent auction. Figure out their priorities, so that you can make them yours as well.
What is Your Communication Style?
This question seems like an obvious one, but it may surprise you that many event professionals don’t ask it. You may love emails and are quick to respond within 20 or 30 minutes of receiving one, but if the customer is better on the phone and you don’t know that, then chances are that there will be communication problems. You want to make sure that you are always available to them to the best of your ability, so knowing what communication style works best for them is key.
How Would You Define My Role?
As an event professional, you generally know what your role is because, well, you’re the expert. However, the client may have a different idea. To make sure that you are all on the same page, ask them what their expectations are for you and your team – you may be surprised by what they say.
They may assume that you are an expert in everything if you are going to be their main point of contact, so it’s a good idea to instead become their resource by giving them suggestions on other experts and vendors that would be a good fit. You could even offer to call them and set up a meeting if you really want to go above and beyond.
Where Do You Buy Your Coffee?
Have you ever heard of the term, surprise, and delight? This marketing phrase has been used to surprise clients with treats that will have them remember you for years to come. This tactic has seamlessly moved into the events industry, with business owners ditching the cheesy swag in exchange for more personal and meaningful gifts. Do you have clients that always seem to have coffee in their hands? Ask them where they get their coffee and then send them a gift card as a thank you for their business- they won’t forget it.
By applying these questions to your own business, you are helping to elevate your client’s experience and, before you know it, positive reviews, referrals and more business are just around the corner.
Fabrice believes that imagination has no limits. If you can imagine it, Fabrice will create it. His mission is to provide dazzling and inspirational events that will leave guests captivated and takes great pride in the smiles and happiness of guests during events. http://cocoon-events.com