‘Little things mean a lot’ – customer service for the events industry…

The phrase ‘little things mean a lot’ is especially true when it comes to customer service in the events industry.  I’m not talking about a complimentary bacon roll when the client arrives (although I know that’s popular) but remembering the little details which make your clients life easier.

It might be that a certain delegate ‘only eats white bread’ or ‘can’t stand olives’ or that the boss has shown a preference for a room with a view of the London Eye, but remembering the details can really make the difference between the booking being a transaction and an actual, human relationship.  That can add value as much as the bacon roll!

Similarly, good customer service doesn’t ignore the smaller booking.  Forging close bonds can be just as worthwhile with smaller clients as with your big bookers.  The client with a two hour meeting with tea and coffee for six in your smallest meeting room could turn out to be the start of a series of small events that end up as your ‘bread and butter’ in the more challenging months.  Or, it could turn out that the small meetings are a result of the client’s office being refurbished and they then have a subsequent need for entertaining / relaunch party space nearby and you’re first on the list!

So looking after the little things and the little guys is just what you should be doing, not only because people buy from people they trust, but from a commercial perspective it can lead to bigger things.

‘Does my bum look big in this?’ Customer service for the events industry…

Thoughts from Petra Bones, Head of Venues for the RIBA

I’m told by all the experts that good customer service ‘…adds value to a product and builds enduring relationships’.  But if this is the case, then why are we so often being sold or trying to sell something our clients or we don’t need, let alone want, and seeing our clients as one-offs?   Read More »

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