What do you do if your Live Events attendees encounter unexpected problems?

1 Stay Calm

If attendees face problems, your ability to stay calm under pressure is crucial. Panic spreads faster than wildfire, and if you're visibly stressed, it will only amplify the attendees' concerns. Take deep breaths, assess the situation objectively, and communicate with your team clearly. Remember that your demeanor sets the tone for the entire event, so a composed and reassuring presence can make a significant difference in managing the situation effectively.

2 Quick Assessment

When an issue arises, quickly determining its severity is key. If it's a minor hiccup, such as a lost item or a seating mix-up, resolving it swiftly without disrupting the event is ideal. For more significant issues like technical failures or health emergencies, you'll need to gauge the impact on the event and act accordingly. This might mean pausing the event to address the problem or directing affected attendees to appropriate help while the event continues for others.

3 Communication Plan

Effective communication is your lifeline during live events. Ensure you have a clear plan to inform attendees about what's happening, especially if the problem affects the event's flow. Use the public address system, visual aids, or event apps to relay information promptly and accurately. It's important to provide updates regularly and maintain transparency to avoid misinformation and keep attendees feeling informed and valued.

4 Problem Solving

Your problem-solving skills are put to the test when issues occur. Approach each problem with a solution-oriented mindset, considering the resources at your disposal. It might require improvising or calling in favors from your network. Always have a backup plan for critical components of your event, like alternative speakers or entertainment, so you can pivot quickly if needed.

5 Attendee Care

Attendee experience is paramount, so their care should be a top priority when problems arise. If the issue is personal, such as dietary restrictions not being met or accessibility concerns, address these immediately with empathy and practical solutions. For larger-scale problems that affect everyone, such as power outages, ensure that attendees are safe and comfortable while you work on a resolution.

6 Post-Event Follow-Up

After the event, it's important to follow up with attendees, especially those who encountered problems. This could be through a personalized email, a phone call, or a survey asking for feedback on how the issue was handled. This not only shows that you value their experience but also provides insights into how to improve future events. Acknowledging the problem and learning from it is essential for your growth as an event professional.

7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?