In my experience, clients are attached to the vision they have for the original space, so it is up to the professional to help them reimagine their event in the new location. Showing them what things will change: be it where elements are set up or where guests will enter, and then sharing how you will adapt it to the new place helps to set them at ease. Visualizing a new space before they ask and explaining how you can still create a great experience, helps calm anxieties and move past the disappointment quickly.

At our university, I've had multiple occasions where clients had to choose a different space because their event would conflict with an existing class or university event. Many times clients are understanding, especially when they feel we are doing all we can to find alternative options. However, there are some instances where an event just cannot happen due to conflicts and that's okay. We have to be willing to be upfront with clients, offering solutions where you can, but also recognizing when you have to be the barrer of bad news.

Solutions come from listening and understanding the root of the client's issue. Some clients just want to feel understood and providing "band-aid" solutions will just upset them further. Make sure you have customizable customer service tools that can be adapted to multiple situations. For example, if a client is upset due to a miscommunication while offering a refund will stop them from providing additional negative feedback in the moment, but it does not truly address the problem. If they are upset due to a miscommunication, it means they want to work with you further, but they want to know they can trust you. Don't forget to mention how you will be improving your future actions to ensure they have all the information for next time.

Something that I have found helpful is to always anticipate the things that may go wrong. You don’t voice them to a client but you have a backup plan if needed. And, if that backup plan is needed be enthusiastic and reassuring to your client that everything will turn out just right.

It happens! Venues close without notice or double book or whatever. The most important thing is to have a new plan, including how guests will be notified, & venue in place before you reach out to the client. This will help bring their panic level from a 10 to a 0 instantly. Easy? NO! Can it be done? YES!! If you're calm and professional and can not only answer all their questions but anticipate what those questions will be then your client will know that the bad new/good news scenario is now all good news.