Excellent Client Relation Skills for Event Professionals

Though it doesn’t feel like it, I’ve been involved in the client service industry in some form or another for over 10 years. In a nutshell, if you’re providing a service to others- be it in-house, outsourced or freelance- you’re in client service. This applies to all of us in the events industry, including both planners and suppliers; but aside from practicing our craft in a skilled and professional way, do we really need to focus energy on providing great customer service as well?

The fact is, simply being the best at what you do is not enough to stand out- not in big metro areas like New York City, and certainly not in this economy. To truly set yourself apart in an industry rich with talent, yet which is competing fiercely for client attention, it is more important now than ever to ensure that your client relation skills are second to none.

What exactly are client relation skills? They are a set of proficiencies which, when properly employed, ensure that the client is well cared for from the very start of the relationship, and continue throughout every stage of the project or venture. Below are key best practices for event professionals to employ when working in the client service industry, to make certain that the client remains pleased with not only the service you provide, but the means by which you provide it:

• Offer Seamless Availability – Perhaps the easiest thing you can do to boost your client relations skills, especially in 2011 when Blackberries and SmartPhones make it possible to never be truly “out of pocket.”

• Provide Regular Updates – Demonstrate that you are on top of things by offering status updates on your progress. This will provide transparency to your work, helping to foster confidence and trust in your abilities.

• Manage Expectations – Throughout the project, set out reasonable goals and expectations for the client, laying out your best estimates of what they can realistically expect to be completed, by what time, through which means and at what expense.

• Respond Quickly to Requests – A client wants to feel assured that they are in safe hands, and that means receiving prompt responses to their requests. This is doubly important if the client happens to be in “crisis mode,” and is relying on you, the service provider, to get them what they need quickly.

• Go Above & Beyond – Whenever and however possible, deliver more than the client has asked for. Be it that extra proof, the additional recommendation or a nice recap email following the call, demonstrate your value not only as an event professional, but as a service professional.

There are many other skills to employ when your goal is providing outstanding client service. However, these are critical competencies every event industry professional should master in order to excel in today’s flat, hyper-competitive world.

What are other critical skills for providing superior client service in the events industry?