Whether your events are discretionary (e.g. an anime convention) or mandatory (e.g. internal training meeting) your attendees expect a high level of respect and service. To that end, I recently came across a great infographic detailing 10 Key Findings On Customer Service and thought it would be useful to translate this into its impact for the events industry.
Make It Easy To Reach Knowledgable People
One of the best ways to service your potential attendees is by making sure it is easy to reach people who know and understand your event. This means not only understanding the questions being asked, but also the questions not being asked.
Helping, Not Selling
It's also important to for these representatives to be interested in helping, not on selling or telling (in the case of mandatory events) people on attending. Your event offers something valuable (e.g. the ability to network, education to enhance their professional career). Communicate that value and let your potential attendee decide for themselves.
Respond In A Business Day
Be sure to have systems set up in place so that those that have questions can get responses in a timely manner (e.g. 1-2 business days). While it may seem odd, including a phone number for users to contact you should be highly considered. The vast majority of people will never call however the ones that do, should not be subjected to a call tree with so many options as to confuse them even further. The best option is a direct line to a knowledgable person.
What are your top tips to make sure attendees can easily contact you?
- Discover the industries providing the best service experiences
- Explore lessons that can learn
- Learn how to leverage these industries to improve your events