I just finished coordinating the Fall Conference for the Southeast Association of Rail Shippers (SEARS) here in Orlando, Florida, and it reinforced a truth in meeting planning…people just want to have their problems solved.
If you can solve their problem (or make every effort to solve their problem), people will be happy. Needless to say, it was an eye-opening experience working with the staff regarding the logistics and catering at the hotel.
Resolution. One of the things that came from my observations with this event (and with meeting planning in general) is that people in the end just want someone to resolve their problem. They do not want to know all the details regarding how something was solved or why something wasn’t right. What’s most important is that the issue gets resolved in a timely fashion.
Most of us understand that things are not perfect. Mistakes are a natural part of life. The key to making people happy is to resolve mistakes in a expeditious and painless way. Whether someone didn’t have the right name tag or that someone needed a receipt or that they needed a special meal, if you pay attention to what a customer wants or what an attendee needs fixed, you will have a happy person.
Ultimate Goal. The most important aspect was that the attendee could enjoy and receive all of the benefits of a successful and informative Conference. That was our final goal — and we succeeded!
Communication Powerhouse Tip of the Week: Work on resolving the problem and communicating the resolution quickly, no one really wants to know how the problem occurred or why it happened. Simply work on fixing the issue and people will be happy.
How About You? Have you experienced solving people’s problems with a clear resolution? What did you learn from that experience? I look forward to your answers below.