Best Practices for Good Client Communication
In most cases, planning an event is a collaborative process. You’re the professional whose skills and connections turn ideas into reality, but each event you coordinate has to please you and the client, their partner, their family, their business, their guests, and so on. This makes effective communication one of your most important skills as an event planner.
Good communication avoids:
- Mix ups and mistakes that could have been easily prevented
- Unhappy clients
- Bad reviews of your skills and services
- Time wasted having to redo and restart
As you communicate with clients, your goals should be:
- To clearly let clients know your expectations
- To get a concrete idea of theirs
- To form a plan and come to an agreement that makes everyone happy
Here are nine useful tips for communicating well with your clients!
1. Keep it direct
There are many things to consider when you’re planning an event, so get down to business without wasting time or trailing off topic. You can still speak kindly and casually, and even engage in small talk, without losing the purpose of your conversation.
Go into each conversation prepared and ready to get the information you need. Asking your client good, direct questions lets you plan the event more easily without feeling confused and starting out with the wrong information.
2. Give them time to ask questions
You want to make sure that your client is completely comfortable with your ideas and plan before you move forward. Answer any questions they have to the best of your ability and clarify anything that confuses them.
Some clients are shy and won’t feel comfortable speaking up if they don’t understand or have issues with your plan. If they don’t have any questions for you, you can ask them subtle questions to ensure they understand fully.
3. If you need clarification, get it
If you feel unclear about the details of the event or your requirements, ask for clarification right away. Of course, you don’t want to ask the same thing too many times because it looks unprofessional, so listen carefully from the beginning.
It’s better to ask questions, than it is to make assumptions and have to fix problems later or worse, leave a client dissatisfied.
4. Listen well
Listen carefully to what your client tells you, asks of you, and expects of you. You should also listen well to their input and give their opinions thought while you work. You’re the expert, but it’s essential to listen to what your clients want and need if you’re going to work together successfully.
5. Avoid jargon
For the most part, your client’s probably won’t be other event planners. Many won’t know the proper terms or slang words for your methods, connections, or techniques. Make sure you use accessible language while you work so that your clients fully understand what you’re doing and why.
6. Use examples and visuals
Because not every client understands event planning as well as you do, use examples and pictures whenever possible so they can actually see what you mean. Encourage clients to bring inspiration pictures with them as well so you have a clear idea of what they’re looking for.
7. Always keep it professional
Even if you know the client and have worked with them many times, you should speak and write professionally and politely during each interaction. How you conduct yourself with clients during every contract you do will contribute to your professional reputation.
Remember: You should always be present when you communicate with clients. Avoid distractions (including your smart phone!) and dedicate yourself to that conversation. This lets each client know that they matter to you.
Communicating through various mediums
Different clients prefer to be contacted in different ways. You need to speak well with them verbally and in writing. Check out these tips for dealing with clients through different mediums!
Take care with your appearance and be polite. You want to come off as professional but approachable. Make eye contact with your clients so they know you’re paying attention, and listen carefully while they speak. Try not to distract them with nervous habits like biting your nails, playing with your hair, or checking your cell phone.
Always use correct grammar and sentence structure when emailing clients, and always remember to spell check before you click send! No matter how good your event planning skills are your clients will think less of your professionalism if you send them emails full of spelling mistakes and Internet shorthand.
Reply to client emails within 24-48 hours unless you’ve told them that you’ll need more time for any reason. Read very carefully, and reread if necessary. Organize emails into client folders so you don’t lose important details, and keep all your emails unless you are absolutely sure you don’t need that information anymore.
Many clients prefer email as their primary form of contact, but it’s easy to mistake the details in writing if you’re not careful.
On the phone
Avoid having clients mishear you over the phone by speaking slowly (but not too slowly!) and clearly. Talking on the phone makes some people uncomfortable, so keep the conversation to the point. Clients will also appreciate concise conversation because it won’t waste their cell phone minutes.
Invest in a cell phone and an office phone if necessary and set up voicemail. If you leave a voice message for a client, speak very clearly, briefly explain why you’re calling, and let them know in detail how they can contact you back.
Via social media
Remember that social media aspects like tweets or picture comments on Facebook and Instagram are public. Never discuss personal information on a public forum. Keep comments as short as possible and avoid the urge to use Internet shorthand, even if you would on your personal social networks.
Keep in mind that people use social media for convenience and will expect you to answer quickly. If a client sends you a personal message, follow the same etiquette as you would for an email.
The better you are at communicating with clients, the easier a time you’ll have working with them. Makeup artists who practice speaking in a friendly but professional manner to their clients no matter how they’re getting in contact provide a more pleasant experience for everyone involved.