With social media available at everyone’s fingertips, it’s easy for people to publicly express every thought they have about your event. And while positive word-of-mouth is welcomed, there is always going to be some negatives in the bunch.
So do you have a strategy in place if you receive negative feedback on an event?
Whether it’s in-person or on social media, practices need to be in place in order to manage attendee concerns.
If you are using social media right, no complaint or negative review should ever go unseen. What makes an already angry attendee even angrier is having their complaint fall on deaf ears.
You need to have someone monitor your social media platforms which I will talk about in a later blog post. This allows you to respond to all critics within 24 hours. Remember you will be judged on how you respond to negative feedback so choose your words carefully. It’s best to offer some sort of apology and a promise to resolve their issue or improve whatever it is, at your next event.
Attendee Help Desk
Complaints and needs are bound to arise during any event. Having a customer service desk to manage these complaints allows you to improve attendee experience and shows you value your attendees.
In today’s digital world, a single attendee’s complaint can quickly reach hundreds of people who aren’t even at your event. Being able to solve their problem in real-time saves you from having to do damage control online later on.
Sending out a follow-up with attendees kills two birds with one stone. It allows you to stay in contact with attendees after the event has ended as well as collect valuable data that will improve your next event.
I’m sure you noticed some areas of improvement at your own event. Like maybe the Wi-Fi was too slow or there weren’t enough restrooms. This survey will validate those thoughts.
When constructing your survey, include typical “rate your experience” questions and an area for open comments. If your survey is not filled out anonymously, follow-up with attendees who had serious complaints and again, offer an apology and a promise for improvement.
Keep in mind that there is no such thing as 100% customer satisfaction. If you did make a mistake, own up to it. But, we understand not all negative feedback is legitimately about your event or the venue. Some attendees may just have personal issues and others are just trying to provide constructive criticism. Either way, you should approach them with an apology and a sincere promise for improvement in the future.