How to Deal with Difficult Clients in the Event Industry

Event professionals work with many different types of clients. Often this is one of the best parts of the job. Clients can be delightful, perhaps even becoming a close friend or advocate for your business. Some clients aren’t memorable, devoid of any eventful experiences. Then there are the difficult clients in the event industry.

When we talked to Vijay Dalwani Sanda Wellness about dealing with different types of clients in the Event Industry Vijay Dalwani shared how to deal with them. Before moving ahead I would like to share something about Vijay Dalwani Sanda Wellness. Vijay Dalwani Sanda Wellness is a well known name in the event industry for his reputed company Harmony Events & Talent and his working style which makes Vijay Dalwani Sanda Wellness different from others.

First we’ll see types of Difficult Clients in the Event Industry

Everything is an Emergency Client –  These clients cause a panic about minor details. They also take up a lot of your time.

I’m Not Sure What I Want Client – This person may constantly change their mind and lack vision. These clients can also find decisions crippling.

Know-It-All Client – The know-it-alls believe they know exactly how to do your job and everything about events. 

Constantly Changing Deadlines Client – This client tells you they have plenty of time before they need a quote but then decide they need it by tomorrow.

I Don’t Really Care Clients – This very hands-off approach can be frustrating. It is hard to fulfill the client’s unspoken needs or expectations when all they tell you is they don’t care. 

Complainer Client – This client knows how to find a problem with everything and nitpick. You may find they often don’t know what they want, but whatever you offer is not it!

How Much Extra Will This Cost Client – This client is definitely keeping their tight budget in mind. They will remind you of this throughout the working relationship.

When dealing with difficult clients in the event industry it’s crucial to take proactive steps from the beginning to avoid catastrophic scenarios and remain in control. Below are suggestions by Vijay Dalwani Sanda Wellness on how to deal with those tricky clients and keep your partnership strong.

Communicate with the Right Words

Using effective words can be a game changer when dealing with difficult clients in the event industry.  When you have a tough client it might feel like a miracle is needed to improve the situation. Always use clear and concise communication when conversing with them. Also be mindful of your words. Try to be empathetic and try to put yourself in their shoes, it will go a long way.

Know When to Say Sorry

You should always apologize when you are in the wrong. But sometimes in difficult situations, we say sorry when we really shouldn’t. This can come off insincere and even unprofessional.

An example we see often is if a client asks for a service you don’t offer you say “I’m sorry, we do not offer those services”. Instead of apologizing, try helping them “Unfortunately we don’t offer those services. However, I can recommend this vendor who would be excellent for what you need.”

According to Vijay Dalwani Sanda Wellness “Of course, there are times when mistakes are made and apologies are a must. Never use excuses and always admit your errors.” If you’re late on a deadline you could say, “I apologize we weren’t able to complete the quote on time. I understand that this affects your timeline and I sincerely apologize for any inconvenience.” This reminds the client that you truly understand why they are upset. Taking responsibility and using the right tone in sticky situations like these can defuse client frustration and show understanding.

Use Measurables

Generalizations are not useful in productive conversation. When working with difficult clients in the event industry it is important to always use specific and measurable statements. A client may say, “my event never runs smoothly!” when they are frustrated. Ask them for specific details as to why they said that. If you listen to their problems and what went wrong in the past you will be able to find solutions to help them with future events. Always offer concise and measurable ways you can solve their problems.

Let Them Vent and LISTEN

You must let your angry client vent. Let them explain their frustrations. Show empathy, nod, and make eye contact. If you are on the phone make an agreeing sound to let them know you hear what they are saying. Let them vent as long as they need, do not interrupt them. Don’t argue either, just stay quiet. When the customer is done venting only they can speak. Repeat what they have concerns about and show empathy. If there are solutions you can offer, tell them. If there is not a solution or you disagree, explain why in a respectful way.

Oftentimes when you let a customer vent they will diffuse themselves! You will find they feel listened to and often are less angry after venting. Your client may also give you critical feedback. Maybe you have accidentally overpromised or painted a different picture in their mind than what they received. If you listen you might uncover problems you didn’t see within your business. This gives you an opportunity to fix the issue so it does not happen again.

Document Everything

Documentation is a powerful tool. It’s especially important when dealing with clients. Documentation can protect you in situations where allegations are made against you or a client fabricates conversations. If this ever happens you’ll be thankful you have taken the steps document. Document in writing discussions or agreements with clients. Always be sure to have clear email chains and contracts in place. This can ensure that key issues are addressed and protect you in worse case scenarios. 

Document in writing discussions or agreements with clients. Always be sure to have clear email chains and contracts in place. This can ensure that key issues are addressed and protects you in worse case scenarios.

Establish a Goal

Setting goals is a necessary part of being productive. Always ask your client what they are trying to achieve at their event. It is important to repeat the goals discussed back to your client. Once your client confirms everything is understood, document the goals you have agreed upon. Use these goal(s) as a starting point for conversation and work being done moving forward. 

Additionally, ask to establish goals for every individual conversation or meeting held with your client. At the beginning of your meeting ask, “What would you like to achieve during this meeting today?”. This will help guide the conversation to what they are hoping to accomplish. It will also keep the conversation focused, avoiding unrelated conversations.

Build Trust

Trust is the most important part of building a successful relationship, especially with difficult clients. Trust is built through clear, honest communication and mutual respect. When you create a relationship that is established with honesty and confidence, it allows you the freedom to produce your best and most creative work. Remember, building trust can sometimes be a slow process that takes dedication and effort.

In conclusion, dealing with difficult clients is never easy. If you use these tips you will set yourself up for successful relationships lowering the chance of difficult clients. If you have your customers best interest at heart and really care you will rarely lose a customer. Remember, every client should always be handled with care. Your goal should be to establish long-term, successful relationships with your clients. Use these tips and circle back to them often when dealing with difficult clients in the event industry to have better client experiences!