What are the best practices for managing client expectations during a multi-day event?

Establish Clear Objectives: We need to define our goals and objectives of the event with the client from the outset to ensure alignment.This is the first and foremost step to have a clarity which brings everyone on the same platform

I always try to implement a clear and frequent communication line with my clients before, during, and after the event(s). Establishing realistic timelines, budgets, and objectives upfront helps to align expectations and avoid misunderstandings. Aim to provide regular updates on progress, address any concerns promptly, and be transparent about any challenges that arise to maintain trust and confidence. I also try to set clear boundaries and manage scope creep, which ensures that both parties stay focused on the agreed-upon goals. Flexibility and adaptability are also crucial, as unexpected changes are inevitable in event planning.

As event production company owners, we set clear goals and scope long before the event. This starts with a clear quote, diagrams of the room and equipment layout, sync meetings, and a show flow that details each element of each session down to music cues and embedded content in powerpoint decks.

Hot take: trust & brand knowledge is more important than the fine print on a contract. If you are in a vendor/client relationship in which you need to continuously get things in writing, revisit contracts, reset on expectations, you are in the wrong relationship. It is VITAL for a vendor to spend time learning about client wants, needs & thoughts. Study their other shows and where they come from to get an insight into what they will expect. Take time to get to know your client personally - this will only make the relationship better.

One of the things I love about events is that each one is different, and something usually comes up that keeps us on our toes. As corporate event producers, we recommend blocking out time for a technical rehearsal to address any last minute tech hurdles or to finesse changes by presenters to their presentation materials. During the show, we are in constant communicate with the client contact (whether it's an internal event planner, team lead, or another production company that is hiring us to support their event). Being straightforward, transparent, and proactive with a plan goes a long way.

Hot take: control what you can control, debrief on what you can't after show. You need to have a solid event plan (which should include emergency risk management) before you get to show site. Exhaust your energy in pre-production creating contingency plans. By doing so, you will have a plan to put in place onsite if a risk comes up. For the risks you didn't plan for, prioritize attendee safety and show quality, then debrief afterwards on the route you chose to take in the moment. Vendors: refrain from going to your clients with every hiccup. If you can solve it, solve it and tell us about it later. This requires trust between client/vendor.

As a boutique event production company, we are proving ourselves every time with each event. This means we strive for perfection every time. We have smooth events through meticulous pre-production planning as noted above. However, one thing that immensely helps us on show site during live events is having our top-tier, advanced comm headset system for our team to communicate clearly in real time across a large venue. This is how we are able to move together in a seamless, coordinated effort.

Hot take: you are only as good as your last show. Vendors can increase their value by consistently producing quality shows, building vendor/client trust. Once trust is built, the vendor has leverage.