Dear Preston: Was there ever a time that a client did not like a sub-contractor work that you recommended?
November 17, 2016
Was there ever a time that a client did not like a sub-contractor work that you recommended? As a result, the event started late due to a decor malfunction of this vendor. How do you appease a client in such case, when you believe 100% that something needs to be done?
These are two critical questions that are most difﬁcult to deal with in event business.
One of my biggest fears while installing any of my events is that no decor malfunction occurs at the site and off-site as well because it will not only affect the deliverables but also derail you off your timeline.
Having said that, I would say one thing that no one ever plans it to go wrong. Not that I am defending any vendor in particular, but this is something I have learned over time through been in business for 36 years and experiencing this many times.
The opposite of the same could be true, when replacing yourself with another vendor in question. One can plan and prepare very carefully, but with no guarantees that nothing would go wrong. Of course, no one ever wants to be in a position of disappointing our clients, but I think you should cut this vendor some slack.
As for your client, I hold the view that it is perfectly appropriate to talk to the vendor in question openly and hold them responsible for this malfunction. They should be the one to appease your clients.
I understand that malfunction or mistakes happen, but as vendors, we should be willing to take the responsibility for our mistakes. You might suggest to the vendor to write your client a letter of apology. At the same time, you may also suggest this vendor in question to give your client the credit for future use, all depending on the level of malfunction and overall impact on your event project.
When you are responsible for errors at any of your events, How do you usually deal with this?