How can you manage stakeholder dissatisfaction at events?

It has been my experience that stakeholders express dissatisfaction for two primary reasons. 1. They didn't fully understand the concept/goals/ outputs the event would deliver. I address this by being hyper vigilant around stated goals/outcomes/how we will get there from the start. If you can show these from the start and reference back, it level sets expectations. 2. The post event dissatisfaction/feedback loop can be challenging because often it is not necessarily dissatisfaction but more looking to see where they can push for the next program. I look at this moment as learning about how to improve our comms/experience. This is where I learn and can push myself/team each time. Its a hard skill to hone but it is a vital in this profession.

Over-promising and under-delivering tend to happen when management says “yes” to the client without stopping to consider the following: (1) Timing: is the venue available on the desired date? Are there other big events happening that limit access to rental equipment (tables, chairs, etc)? Are there competitor events that will draw your attendees away? Is there enough time to promote the event through partner channels? (2) Team: do you have enough staff available? (3) Engagement: Can the product/service/project garner the desired attention by itself or does their need to be entertainment or a celebrity expert speaker to inject enthusiasm? Was there a master of ceremonies? (4) What is in it for the audience? Fun? Learning? Networking?

o manage stakeholder dissatisfaction at events, it's crucial to prioritize effective communication, proactive problem-solving, and flexibility. Firstly, maintaining open lines of communication with stakeholders allows for early identification of concerns and enables swift resolution. Secondly, being proactive in addressing issues as they arise helps mitigate dissatisfaction before it escalates. Additionally, remaining flexible and adaptable to changing circumstances can help accommodate stakeholder needs and preferences. Ultimately, by fostering a collaborative and responsive environment, event organizers can effectively manage stakeholder dissatisfaction and uphold positive relationships.

Before offering solutions, it is also important to determine what the stakeholder's desired outcome is. This outcome may or may not be reasonable, especially considering time, staff, and budget constraints. If the desired outcome is not reasonable, be sure to manage expectations quickly and proactively. Acknowledge when a solution you are proposing doesn't meet all of the stakeholder's expectations, but make it clear that this is the best you can do considering the circumstances. For example, "There simply isn't enough room in the exhibition hall to provide you with the space you are requesting. We do offer these larger booths, however, which would give you more space than the standard booth."

Conferences and events can be high-pressure environments that bring out more aggressive behavior from some people. When dealing with hostile stakeholders, be sure to be clear and firm, but not agitated. Make it clear that you understand their frustration and the pressure they feel, and you are trying to help them using the resources available. Even if your proposed solution is met with frustration and agitation in the moment, stakeholders may even thank you for trying to help them after the event. Continuing to check on and follow up with frustrated stakeholders (rather than avoiding them) also helps build the trust needed to defuse some situations.