171973

171973

171973

When you’re hosting an event, one difficult guest can spoil the experience for everyone else around them…including you. 

Failing to manage difficult customers can lead to negative reviews, bad word of mouth, and lost sales. But it’s possible to turn those negative situations into a positive outcome for everyone. You just need the right tools and knowledge. 

Let's talk about how to effectively manage difficult customers without compromising the integrity of your event.

1. Start with Clear Expectations

Many negative interactions are caused by misunderstandings. A guest misinterprets a ticket description, misreads the start time, or fails to check the age requirement. 

Prevention is key to discouraging difficult customers from acting out of line. Start by setting clear rules and guidelines for visitor behavior. Make this known through pre-event communications (like through an automated email after they purchase tickets or on social media) or signage at your event. Post your rules at highly-visible touchpoints, like at the front entrance and outside of each activity or attraction. 

It’s also helpful to have your staff repeat these rules verbally before any visitors enter your event. That way there is no excuse, and every person is aware of what is expected of them. Make it known that explicit that aggressive, disrespectful, and taunting behavior will not be tolerated. 

2. Empower Your Team

Provide all volunteers and paid employees with comprehensive training that covers conflict resolution, customer service, and de-escalation strategies. It's essential that you equip your staff with the skills and confidence necessary to address various issues quickly and professionally. 

Unexpected situations can arise at any event that dampen an attendee’s experience. A kid drops their ice cream on the ground. A guest is uncomfortable with the temperature of your venue. A concert-goer mistakenly bought a seat right next to a loudspeaker. 

If your staff is empowered to replace a fallen treat or move a guest’s seat to a less chilly area of your venue, most interactions can be resolved immediately. Set clear boundaries for your team on which types of accommodations and adjustments they can make themselves and which ones would require a manager’s help. 

Finally, organize training sessions and role-playing exercises to get your team comfortable with confidently managing difficult customers. One key component of your training program should involve teaching team members when to get help. If a guest becomes hostile or violent, your team should know the procedure for engaging security staff. 

3. Security Measures

Speaking of security, having visible security at your event acts as a powerful deterrent for potentially difficult customers. When selecting a security team to hire, make sure that they are licensed and will resolve conflicts calmly and professionally. Have guards roaming the grounds at all times. You can also install CCTV cameras for additional safety. This adds another layer of surveillance, and also provides an unbiased record if any incidents do occur.

4. Conflict Resolution Tips

If you or your team face confrontation with a difficult customer, here are some tips on how to handle it like a pro:

• Listen: Give the guest time to talk and explain their concern. Practicing active listening will help you understand the root of the issue and assess the situation accurately.

• Keep your communication professional: The way you speak to your guests is a reflection of your business as a whole. Keeping your language and tone of voice professional, respectful, and friendly will make the interaction go as smoothly as possible.

• Ask questions: Don’t be afraid to inquire further on the customer’s experience. Raising thoughtful questions demonstrates your genuine interest in resolving the issue. This helps you get all of the details necessary to understand the full picture of the concern raised.

• Offer a solution or compromise: While some situations can be resolved instantly, some may require additional effort. Evaluate your situation at-hand with fairness to determine what is the right direction for a solution or compromise.

4. Document Incidents

Keep written records of any incidents involving difficult customers. Doing this will help you identify patterns and enable you to take appropriate measures to prevent similar situations in the future. Include important information on the date, time, people involved, a description of the incident, and the resolution that was reached. 

5. Utilize Guest Feedback

Encourage attendees to provide feedback on their experience, both positive or negative. Then use this feedback to identify any recurring issues and make changes for future improvement. Addressing concerns raised by attendees shows that you are committed to their safety and overall satisfaction. 

6. React to Online Reviews

Online reviews have become a go-to way for attendees to share their experience and voice their opinions with others on your event. You may come across a negative review that can impact your event’s reputation. While it’s frustrating to receive, your reaction also plays a large part in how your event will be perceived as a result. Resolve the issue by responding promptly, but also remaining calm and professional. Invite the reviewer to discuss their concerns privately, then learn from their feedback for what to do better next time.

7. Regularly Review Rules and Policies

Your event likely evolves and changes over time, so your rules and policies should, too. Whether you’re adding new entertainment, increasing the size of your team, or drawing in more guests, regularly review your rules and update them as necessary to address any new challenges. This is one of the best ways to stay proactive in deterring difficult customers.

Your refund policy is something you should review, at a minimum, on an annual basis. A lot of event organizer’s think that a refund will satisfy any difficult customer, but that’s not often the case. Don’t default to a refund every time a guest complains (that can get expensive…imagine if the word got out that you’re just giving away refunds for every complaint!). Instead, have a clear, written refund policy that guests can view before they purchase tickets, and evaluate each refund request on a case-by-case basis. Finally, use a ticketing platform that offers refund protection, which can take care of guest refunds requests without you even having to get involved!

Final Thoughts

Even the best events can sometimes end up with a difficult guest or two. Often, the reason is out of your control, like unexpected weather. Still, you can turn those challenging situations around when you follow these strategies for managing difficult customers. Event organizers are called upon to handle a variety of challenging situations, and managing difficult guests is part of the job. But that doesn't mean compromising on safety and respect.