{"id":1585,"date":"2014-09-11T08:39:47","date_gmt":"2014-09-11T13:39:47","guid":{"rendered":"http:\/\/www.qceventplanning.com\/?p=1585"},"modified":"2014-09-11T08:39:47","modified_gmt":"2014-09-11T13:39:47","slug":"client-experience","status":"publish","type":"post","link":"https:\/\/www.qceventplanning.com\/blog\/2014\/09\/client-experience","title":{"rendered":"Business Series Part 2: The Client Experience"},"content":{"rendered":"<p><i>If you haven&#8217;t already, check out the first part of our business series, <a href=\"http:\/\/www.qceventplanning.com\/2014\/09\/building-a-client-base\/\" target=\"_blank\" rel=\"noopener\">Building a Client Base!<\/a><\/i><\/p>\n<p>As an event planner you\u2019re in the business of people. Making your clients comfortable from start to finish is what they pay you for.<\/p>\n<p>Providing a great service means being attentive to all your clients\u2019 needs. Below you\u2019ll find suggestions on how you can guarantee a pleasant client experience from the first time they walk through the door, through the conclusion of the event.<\/p>\n<div id=\"ez-toc-container\" class=\"ez-toc-v2_0_80 counter-hierarchy ez-toc-counter ez-toc-grey ez-toc-container-direction\">\n<div class=\"ez-toc-title-container\">\n<p class=\"ez-toc-title\" style=\"cursor:inherit\">Table of Contents<\/p>\n<span class=\"ez-toc-title-toggle\"><a href=\"#\" class=\"ez-toc-pull-right ez-toc-btn ez-toc-btn-xs ez-toc-btn-default ez-toc-toggle\" aria-label=\"Toggle Table of Content\"><span class=\"ez-toc-js-icon-con\"><span class=\"\"><span class=\"eztoc-hide\" style=\"display:none;\">Toggle<\/span><span class=\"ez-toc-icon-toggle-span\"><svg style=\"fill: #999;color:#999\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" class=\"list-377408\" width=\"20px\" height=\"20px\" viewBox=\"0 0 24 24\" fill=\"none\"><path d=\"M6 6H4v2h2V6zm14 0H8v2h12V6zM4 11h2v2H4v-2zm16 0H8v2h12v-2zM4 16h2v2H4v-2zm16 0H8v2h12v-2z\" fill=\"currentColor\"><\/path><\/svg><svg style=\"fill: #999;color:#999\" class=\"arrow-unsorted-368013\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"10px\" height=\"10px\" viewBox=\"0 0 24 24\" version=\"1.2\" baseProfile=\"tiny\"><path d=\"M18.2 9.3l-6.2-6.3-6.2 6.3c-.2.2-.3.4-.3.7s.1.5.3.7c.2.2.4.3.7.3h11c.3 0 .5-.1.7-.3.2-.2.3-.5.3-.7s-.1-.5-.3-.7zM5.8 14.7l6.2 6.3 6.2-6.3c.2-.2.3-.5.3-.7s-.1-.5-.3-.7c-.2-.2-.4-.3-.7-.3h-11c-.3 0-.5.1-.7.3-.2.2-.3.5-.3.7s.1.5.3.7z\"\/><\/svg><\/span><\/span><\/span><\/a><\/span><\/div>\n<nav><ul class='ez-toc-list ez-toc-list-level-1 eztoc-toggle-hide-by-default' ><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-1\" href=\"https:\/\/www.qceventplanning.com\/blog\/2014\/09\/client-experience\/#Be_on_time_always\" >Be on time, always<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-2\" href=\"https:\/\/www.qceventplanning.com\/blog\/2014\/09\/client-experience\/#Be_a_professional\" >Be a professional<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-3\" href=\"https:\/\/www.qceventplanning.com\/blog\/2014\/09\/client-experience\/#Meet_in_an_appropriate_setting\" >Meet in an appropriate setting<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-4\" href=\"https:\/\/www.qceventplanning.com\/blog\/2014\/09\/client-experience\/#Keep_your_clients_in_the_loop\" >Keep your clients in the loop<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-5\" href=\"https:\/\/www.qceventplanning.com\/blog\/2014\/09\/client-experience\/#Dont_only_share_the_positive\" >Don\u2019t only share the positive<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-6\" href=\"https:\/\/www.qceventplanning.com\/blog\/2014\/09\/client-experience\/#Set_expectations_and_stick_to_them\" >Set expectations, and stick to them<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-7\" href=\"https:\/\/www.qceventplanning.com\/blog\/2014\/09\/client-experience\/#Be_grateful\" >Be grateful<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-8\" href=\"https:\/\/www.qceventplanning.com\/blog\/2014\/09\/client-experience\/#Be_flexible\" >Be flexible!<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-9\" href=\"https:\/\/www.qceventplanning.com\/blog\/2014\/09\/client-experience\/#If_you_want_to_learn_more_about_taking_your_business_to_the_next_level_check_out_our_Achieving_Business_Success_series\" >If you want to learn more about taking your business to the next level, check out our Achieving Business Success series!<\/a><\/li><\/ul><\/nav><\/div>\n<h2><span class=\"ez-toc-section\" id=\"Be_on_time_always\"><\/span>Be on time, always<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>This should be a no-brainer. Even if your clients are habitually late, that doesn\u2019t give you an excuse to do the same. Whether you\u2019re meeting with a client face-to-face, have a scheduled a phone call, or have told them you\u2019d answer their email by a set time, make sure you honor that commitment.<br \/>\nIf, for any reason, you believe you\u2019ll be late, give your client notice of this as quickly as possible. Don\u2019t give them the chance to wonder why you\u2019re late.<\/p>\n<p><a href=\"http:\/\/www.qceventplanning.com\/wp-content\/uploads\/2014\/09\/client-experience-on-time.jpg\"><img loading=\"lazy\" decoding=\"async\" width=\"700\" height=\"467\" class=\"size-full wp-image-1588 aligncenter\" src=\"http:\/\/www.qceventplanning.com\/wp-content\/uploads\/2014\/09\/client-experience-on-time.jpg\" alt=\"client experience on time\" srcset=\"https:\/\/www.qceventplanning.com\/blog\/wp-content\/uploads\/2014\/09\/client-experience-on-time.jpg 700w, https:\/\/www.qceventplanning.com\/blog\/wp-content\/uploads\/2014\/09\/client-experience-on-time-300x200.jpg 300w\" sizes=\"auto, (max-width: 700px) 100vw, 700px\" \/><\/a><\/p>\n<h2><span class=\"ez-toc-section\" id=\"Be_a_professional\"><\/span>Be a professional<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>We\u2019ve previously written about the importance of keeping a professional front. This ranges from how you dress to how you speak to the way you write your emails. Your clients hired a professional, so be that professional with your clients at all time.<\/p>\n<h2><span class=\"ez-toc-section\" id=\"Meet_in_an_appropriate_setting\"><\/span>Meet in an appropriate setting<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>This is particularly important if you work out of your home. Clients can be very uncomfortable visiting you at your house, especially if you have family, children, or pets running around. When you arrange to meet with a client, arrange to meet at a quiet, appropriate location.<\/p>\n<p>If a client is interested in discussing a luxury wedding, for instance, you can meet in the lobby area of a high-end hotel nearby. For a corporate event, consider meeting at a chic coffee bar.<\/p>\n<p>Wherever you meet your client, make sure it\u2019s somewhere quiet where you won\u2019t be bothered or rushed by the staff. Try to avoid a busy Starbucks, for instance, and opt for a quieter location.<\/p>\n<h2><span class=\"ez-toc-section\" id=\"Keep_your_clients_in_the_loop\"><\/span>Keep your clients in the loop<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>People are least stressed when they know exactly what\u2019s going on. This is why you should strive to provide your clients regular updates throughout the planning process.<\/p>\n<p>A common rookie mistake is to avoid contact with one\u2019s clients during the planning process. I\u2019ve often heard professionals complain \u201cMy clients should trust that I\u2019m doing my job.\u201d<\/p>\n<p>Well, yes they should\u2026 but they also trust that you\u2019ll keep them in the loop. On top of meeting face-to-face with your clients, regular email reports are a great way of keeping them informed and increasing their trust in your abilities.<\/p>\n<p><a href=\"http:\/\/www.qceventplanning.com\/wp-content\/uploads\/2014\/09\/client-experience-megaphone.jpg\"><img loading=\"lazy\" decoding=\"async\" width=\"700\" height=\"467\" class=\"size-full wp-image-1596 aligncenter\" src=\"http:\/\/www.qceventplanning.com\/wp-content\/uploads\/2014\/09\/client-experience-megaphone.jpg\" alt=\"client experience megaphone\" srcset=\"https:\/\/www.qceventplanning.com\/blog\/wp-content\/uploads\/2014\/09\/client-experience-megaphone.jpg 700w, https:\/\/www.qceventplanning.com\/blog\/wp-content\/uploads\/2014\/09\/client-experience-megaphone-300x200.jpg 300w\" sizes=\"auto, (max-width: 700px) 100vw, 700px\" \/><\/a><\/p>\n<h2><span class=\"ez-toc-section\" id=\"Dont_only_share_the_positive\"><\/span>Don\u2019t only share the positive<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>If a problem arises or something goes wrong with the event or planning thereof, you should inform your client of this as well. Not to stress them out, and not to have them solve your problems for you\u2026 but simply so they are fully aware of what\u2019s going on.<\/p>\n<p>Let your client know there is a problem, exactly what the fallout is, and your action plan to resolve it. Trust me, your client will love this amount of insight into your job, and you\u2019ll feel better not having to hide anything from him\/her.<\/p>\n<h2><span class=\"ez-toc-section\" id=\"Set_expectations_and_stick_to_them\"><\/span>Set expectations, and stick to them<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>This goes back to keeping your clients in the know. When you first sign on your clients, they should be provided with a set schedule of what you expect to accomplish, when it will be completed, and how often you will be communicating with them. Be sure you stick to that schedule. Otherwise you\u2019re giving your clients reason to stress!<\/p>\n<h2><span class=\"ez-toc-section\" id=\"Be_grateful\"><\/span>Be grateful<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>Make sure your client is aware you appreciate their business. Don\u2019t look desperate, but do convey your appreciation through thank-you cards or small gifts. This will not only make your clients happy, but they will be more likely to recommend your services or hire you again in the future.<\/p>\n<h2><span class=\"ez-toc-section\" id=\"Be_flexible\"><\/span>Be flexible!<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>This is probably the most crucial point you can take away from this article! Whatever we\u2019ve mentioned above, you should gauge your client\u2019s personality and decide how to best approach each situation. For instance, not every client will be comfortable meeting you in a public place. And likely they won\u2019t say it, but you should be able to gauge their reaction when you suggest a location.<\/p>\n<p>Same with keeping clients in the loop. While 95% of your clients will appreciate status updates, some clients will be uncomfortable with that level of information. Be open to scaling back if that\u2019s what your client prefers.<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" width=\"700\" height=\"465\" class=\"size-full wp-image-1589 aligncenter\" src=\"http:\/\/www.qceventplanning.com\/wp-content\/uploads\/2014\/09\/client-experience-flexibility.jpg\" alt=\"client experience event planner should be flexible\" srcset=\"https:\/\/www.qceventplanning.com\/blog\/wp-content\/uploads\/2014\/09\/client-experience-flexibility.jpg 700w, https:\/\/www.qceventplanning.com\/blog\/wp-content\/uploads\/2014\/09\/client-experience-flexibility-300x199.jpg 300w\" sizes=\"auto, (max-width: 700px) 100vw, 700px\" \/><\/p>\n<p>Remember, the key here is to put your client at ease, not to stroke your ego or to boost your own confidence. If you approach every situation from the point of view of the customer as opposed to your own, you\u2019ll not only improve the customer experience but will also increase your bottom line!<\/p>\n<p><center><i>Be sure to check out part three of our series, <a href=\"http:\/\/www.qceventplanning.com\/2014\/09\/event-photo-shoot\/\" target=\"_blank\" rel=\"noopener\">How to Set up a Styled Shoot!<\/a><i><\/center><\/p>\n<p>&nbsp;<br \/>\n<center><\/p>\n<h2><span class=\"ez-toc-section\" id=\"If_you_want_to_learn_more_about_taking_your_business_to_the_next_level_check_out_our_Achieving_Business_Success_series\"><\/span><i>If you want to learn more about taking your business to the next level, check out our <a href=\"http:\/\/www.qceventplanning.com\/business-training\/achieving-business-success.php?utm_source=QC+Blog&amp;utm_medium=Event+Article&amp;utm_campaign=client+experience\" target=\"_blank\" rel=\"noopener\"><span style=\"text-decoration: underline;\">Achieving Business Success series!<\/span><\/a><\/i><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><\/center><br \/>\n&nbsp;<\/p>\n<p>&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>As an event planner you\u2019re in the business of people. Making your clients comfortable from start to finish is what they pay you for!<\/p>\n","protected":false},"author":3,"featured_media":1587,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"inline_featured_image":false,"footnotes":""},"categories":[2],"tags":[],"ppma_author":[346],"class_list":["post-1585","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-business"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v26.6 (Yoast SEO v26.6) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Business Series Part 2: The Client Experience - Pointers for Planners<\/title>\n<meta name=\"description\" content=\"As an event planner you\u2019re in the business of people. 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