I recently explained to someone that as a meeting planner, I liken my job to someone working backstage at a show. There is bound to be chaos, but my duty is to make sure that the audience sees a wonderful show and knows nothing of the "drama" behind the scenes.
Being onsite at your meeting while working directly with clients and their requests can add interesting challenges that can be made easier with careful thought and a calm approach.
Let's say that your client requests a minihorse dressed in scuba gear for opening session tomorrow morning. Suddenly, your ever-increasing checklist full of catering issues, problems with guest rooms and dinner transfers is the least of your worries.
It's No Biggie
Showing a sense of calm and control is always key. As a client, if my planner is panicked or stressed, that would definitely give me cause for concern. It's alright to acknowledge that a request for a minihorse in scuba gear is unusual, but stop there. Blowing the situation out of proportion is unnecessary and can make people uncomfortable.
Be Honest
Flashing a thumbs-up and bounding away can create false hope. Tell your client that trying to find a minihorse in scuba gear in Nebraska at this hour will be challenging...and possibly expensive. This will help you get to the heart of the matter—is this a real request or a whim? At this point, you may learn that they are just looking for a laugh in opening session and you might be able to suggest an easier, cheaper and better way to accomplish their goal.
Give It All You’ve Got
Once you've determined that nothing will please your client more than an aquatic minihorse, pool all your resources to find it. They have you onsite to deal with seen and unforeseen issues, and this is definitely unforeseen! Use your local suppliers for suggestions and advice. Make certain that you keep your client updated on your progress in case there is a need to come up with Plan B. With any luck though, you’ll be leading that little horse into opening session tomorrow morning.
Give Them the Bad News in a Good Way
Of course, sometimes you just can't find a minihorse in scuba gear in Nebraska. Be gentle and tell your client in enough time to find a suitable alternative. Offer them appropriate solutions that might help with their goal. There are few things more frustrating in a meeting setting than being told "no" without any possible solutions. Your client will appreciate the problem-solving assistance and will hopefully be on their way to a successful (and funny) opening session!
Thankfully, I've never been asked to find a minihorse in scuba gear, but I have definitely had some crazy requests that I did my best to accomplish, using the steps listed above.
What about you? What crazy client requests have sent you into a tailspin?
