Meetings & Conventions Do the Right Thing April
1999
April 1999
"I didn't get my room gift"
Do the Right Thing
Think before you react: Perfecting the art of appeasing
malcontents
By Lisa Grimaldi & Amy Drew Teitler
What is it about a meeting that turns reasonable, thinking
adults into complaining, whining, griping attendees and thrusts the
unwilling meeting planner into the roles of parent, police officer,
judge, maid and ear of God?
“It’s like they become children again, and the planner is
expected to have all the answers and solutions,” says Janice
Tencza, a New York City-based independent meeting and incentive
planner.
Seasoned planners shared with M&C some of the
real-life gripes they have had to contend with and the manner in
which they responded in these sticky, potentially explosive
situations. We also gave our sources, who almost universally
requested anonymity given the touchy subject matter, a chance to
tell these folks what they really wanted to say.
Next, we queried some experts Hilka Klinkenberg,
business-etiquette expert and president of New York City-based
Etiquette International; Leonard and Zeace Nadler, Silver Springs,
Md.-based authors of The Comprehensive Guide to Successful
Conferences & Meetings, and Cindy Novotny,
customer-service expert and managing partner of Rancho Santa
Margarita, Calif.-based Master Connections for their advice on
handling such complaints in a professional, tactful and practical
manner.
Thermostat wars
It is the classic attendee conflict: Within minutes of each other,
one attendee will proclaim it is too cold in the meeting room, and
another will complain it is too hot.
What planner wanted to say: “I’d like to point
at each of them and say, ‘You take your clothes off, and
you put a #@%’ing sweater on.’”
What planner did say: “‘The client requested we
keep the room at 72 degrees, but I’d be happy to turn the heat or
air conditioning up or down.’ Of course, I generally wait until at
least three people approach with the same request... Otherwise, you
get a torrent of people complaining that the heat or A/C is too
high.”
What the experts say:
Hilka Klinkenberg: “This answer is OK, but I recommend
planners never put the blame on their clients or their bosses. It’s
much better to say something like, ‘A requirement of the meeting is
that the temperature is kept at 72 degrees.’”
Leonard and Zeace Nadler: “There is absolutely
nothing a planner can or should do about this, unless it is
obviously too hot or cold. Generally, just a statement like, ‘We
will look into it’ is enough for the moment.”
Cindy Novotny: “Here, the planner should listen
carefully. Show a little empathy: ‘I know if it’s too cold, it’s
hard to sit in the room.’ Then ask if he has a sweater or jacket
with him. If he doesn’t, say that you’ll find out what the
temperature is and then take a poll to see if everyone else is
uncomfortable.”
Early birds
“But I made my reservation three months ago!” This complaint is
from an attendee who tries to check in early and finds his room
isn’t ready, despite the fact that on every piece of hotel
information he has received, check-in time is listed as 3 p.m.
What planner wanted to say: “Is this your first
time in a hotel?”
What planner did say: “I apologized, then
checked his bags at the bell stand, found a place for him to
freshen up, bought him a cup of coffee and tried to get him into
his room as soon as possible. It wasn’t as much fun as what I would
have liked to have said, but it kept me employed!”
What the experts say:
Hilka Klinkenberg: “The planner handled this very well.
The attendee is left feeling that he’s being taken care of.”
The Nadlers: “If the gripe arises before the
check-in, while the participant is sitting in the lobby, try to
arrange for coffee or some other amenity to ease the waiting. Check
with the desk, where you previously had established a relationship,
and perhaps something can be done for the attendee. If the gripe
arises later, there is little to offer, other than a simple
apology.”
The spell-checkers
“You misprinted our company’s name in the prospectus.”
What planner wanted to say: “I had no snappy
comeback for this. It was totally our fault.”
What planner did say: “‘The prospectus is a
sales piece that doesn’t reach our attendees. We’ll make sure that
the right name is in our registration brochure, which reaches more
than 200,000 people. I will fix the name on our Web site right
away.’ I also offered some extra show- floor passes to compensate.
They wanted money, but it just wasn’t that grievous an error.”
What the experts say:
Hilka Klinkenberg: “The planner should have apologized
first, but otherwise, she handled it well. It’s a good idea to
explain who will be receiving the piece. Sometimes, though, if a
paying client really is upset, you might have to make a slight
monetary concession to keep the peace.”
Bugged out
“There’s a cockroach in my bathroom.” This complaint was phoned in
to the planner at 3 a.m.
What planner wanted to say: “What the @#*! do
you want me to do at this time of night?”
What planner did say: “I’m in bed right now,
and I know that by the time I get to your room, that roach will be
gone. What I can do is notify housekeeping first thing in the
morning and make sure they spray your room tomorrow.”
What the experts say:
Hilka Klinkenberg: “I would have forgone the beginning of
that response. You don’t want to sound like your sleep takes
precedence. If the caller still was upset after her answer, she
could have offered to go to the room and personally check it
out.”
Cindy Novotny: “I’d suggest saying that you’re
extremely sorry. Never say the word ‘roach.’ It may not be a
cockroach, but the second you say it, you’re admitting that it is.
Ask, ‘Have you called anyone from the hotel? Do you know where it
is? May I have someone come up right now, or would you rather have
your room changed?’ It’s better than offering to change their room
straight away because sometimes the attendee may say, ‘I already
killed it. I just wanted to let you know it was there.’”
Gift hounds
“I didn’t get my room gift.”
What planner wanted to say: “Give me a break.
The bellman insisted I accompany him to your room after I had him
deliver a third bottle of champagne and guess what we saw? Three
bottles of champagne lined up on your bureau.”
What planner did say: “‘I’m very sorry that you
didn’t get your bottle of champagne when everyone did, but I
personally checked and noticed that three bottles are in your room
now.’ I added, ‘It’s very possible that they all went to other
rooms and now they’ve found their way to you. I’m just glad the
problem’s been resolved.’”
What the experts say:
Hilka Klinkenberg: “Do not make the complainer feel
awkward. It is important to remain gracious, particularly if this
person is a VIP. In this type of situation, it is a good idea not
to take it out on the bell staff, since this kind of thing is often
the attendee’s fault. It won’t endear you to [the bell staff], and
you need their help for the rest of your program.”
Cindy Novotny: “The most important thing is to
realize that short answers, like ‘I’ll look into it,’ will turn the
gripe into a monster of a problem. Here, the appropriate response
is an apology. Then ask, ‘What time did you check in yesterday? Did
you call anybody [so they would know your gift could be
delivered]?’ If they already checked with someone at the hotel, I
want to know, so I can call exactly who they called and not
duplicate any efforts.”
Everyone’s a critic
“That was the worst speaker I’ve ever heard [or worst session I’ve
ever attended].”
What planner wanted to say: “You’re entitled to
your opinion.”
What planner did say: “I’m sorry this person
[or topic] didn’t appeal to you. Please be sure to fill out the
evaluation form for this session.”
What the experts say:
Hilka Klinkenberg: “Never brush off a complaint by
telling the attendee to fill out a form. People like to have their
concerns heard and acknowledged sooner rather than later.”
The Nadlers:“Tell her to please make a note of
that in her evaluation. Usually, nothing else will result from the
incident. There’s no need to prolong the exchange.”
Stranded and surly
“I’m at the airport, and there’s no one here to meet me and take me
to the hotel.”
What planner wanted to say:“How have you gotten
through life thus far?”
What planner did say: “I’m terribly sorry. Are
there any taxis around? Take one to the hotel, get a receipt and
I’ll reimburse you.”
What the experts say:
Hilka Klinkenberg: “I would advise handling it the way
this planner did. And she gets extra points for not blaming the
person [DMC, CVB rep, etc.] who was supposed to be there. She can
find out what really happened to them later on, without dragging
the attendee into it.”
The Nadlers: “The planner should apologize and
say something like, ‘The transportation we hired obviously made a
mistake.’ The important thing is to get the participant to the
hotel as quickly as possible.”
Food fights
“I can’t eat these hash browns. They’re not made from scratch.
They’re the frozen kind.” This is just one example of a major
complaint category: food.
What planner wanted to say: “If this is your
only problem in life, I really envy you.”
What planner did say: “‘I’m very sorry about
that. I checked with the chef, and he says that he only makes hash
browns from scratch.’ When the attendee refused to believe that, I
added, ‘I wish you had called me over during breakfast so I could
have seen for myself.’”
What the experts say:
Hilka Klinkenberg: “Given the situation, the planner
followed through on the complaint and checked it out, so she
handled it to the best of her ability.”
The Nadlers: “Complaints about food generally
are expected at most large meetings. The important ones [involve] a
participant who is allergic or has a religious limitation on
food.”
All wet
“I can’t use the towels in my room. They’re white, and I only like
pink.”
What planner wanted to say: “You are the
biggest pain-in-the-@!# I’ve ever come across!”
What planner did say: “‘I’m sorry that this
matter is making you so unhappy. I’ll see if I can find some that
we can have put in your room.’ Then I actually had someone on my
staff hunt down some pink towels, and they were delivered to
her.”
What the experts say:
Hilka Klinkenberg: “This planner went above and beyond
the call of duty. I would have told the participant, ‘Hotel towels
are hotel towels, and most hotels only have white.’”
Cindy Novotny: “The planner should ask, ‘Could
you share with me the reason you need pink towels? Is it an allergy
to the bleach in the white ones?’ If it’s really a problem, and the
sponsor won’t pay for the item, say, ‘I’m going to have to go off
property to get some. Can I get them to you by tomorrow morning? If
we have to buy some, would you be willing to pay for the towels?’
Sometimes we assume that people just want things for free, but
often, people just want that item and are willing to pay for
it.”
Weather pains
“Why is it freezing at this time of year? The meeting brochure said
it’s supposed to be 70 degrees!”
What planner wanted to say: “Who am I, Al
Roker?”
What planner did say: “I can only go by what
the norms are for this time of year. The locals say this cold front
in May is highly unusual.”
What the experts say:
Hilka Klinkenberg: “If you have any sweatshirts with the
group’s logo on hand, give them out. Aside from that, what more can
a planner do? Even the weather people don’t get this stuff right,
and they still get to keep their jobs.”
The Nadlers: “Obviously, the meeting planner
does not control the weather. If there is nothing to the gripe,
just commiserate with the person complaining, and try to move the
conversation on to something else.”
Trade show/ convention complaints
Missing in action
“What do you mean I’m not registered? My paperwork was sent in
months ago!”
What planner wanted to say: “Your secretary
probably screwed up.”
What planner did say: “‘Let me take down all
the information and check again. Could it be under a different name
or company name?’ If that doesn’t work, I register the attendee on
site and ask her to check with her office to see if someone can
find the original registration material and proof of payment. I
tell her that I’ll gladly refund any fees she has to pay on the
spot or differentiation in fees, such as early-bird discounts, when
they can show us the proof, even if it’s found after the
convention.”
What the experts say:
Hilka Klinkenberg: “The way this planner handled it was
correct and very tactful. A lot of times, people show up and try to
get away with [not paying]. Just make sure you keep your temper
while the attendee is losing hers.”
The Nadlers: “This is one of the most common
gripes and [one that] too often is legitimate. Register the
participant on some ad-hoc basis, and then look into the situation
later. Most important is to get the participant away from the
registration area so as not to create a negative atmosphere for
those waiting to register.”
Musical hotels
“I don’t like the hotel I’ve been assigned. I want to stay at the
headquarters hotel.”
What planner wanted to say: “What’s the big
deal?”
What planner did say: “The reason we put you at
that hotel is because we grouped like
professions/companies/nationalities together in certain properties,
so you’d have the opportunity to network. If you’re really unhappy,
I’ll see what we can do about getting you switched.”
What the experts say:
Hilka Klinkenberg: “Planners should be sure that if they
give an excuse, it must be substantive. Treat people with respect,
and deal with them rationally. They’ll come around. If they catch
you in a lie, you’ve really lost them.”
Cindy Novotny: “Say, ‘Can I ask you when you
registered? Did you list the headquarters hotel first?’ You can’t
just say ‘No rooms available’ or ‘I’ll look into it.’ You have to
figure out why they didn’t get into the hotel they wanted, then
ask, ‘What are your concerns about the hotel you’re in?’”
Booth envy
“Why can’t I get a 10-by-10 booth in the middle of the floor?”
What planner wanted to say: “Because the show
is in three weeks, genius.”
What planner did say: “I told them that the
size of our trade show and the traffic density [will make for] a
superior show, where no space is a bad space. I explained that the
important issue [was having] a presence at the show and that good
pre-marketing would draw attendees to the booth, [regardless of]
the location. I explained our priority-points system and on-site
selection process. I also told them that we have a better-space
waiting list; if an exhibitor drops out, we move the person on the
top of that list to the better spot.”
What the experts say:
Hilka Klinkenberg: “Planners never should admit that
there are better spots. It is better to say there is a
spot-preference waiting list and you will move the exhibitor there
if possible. Otherwise, you are contradicting yourself, and then
you will lose credibility with the exhibitor. I would say that spot
preference is determined on a first-come, first-served basis. Don’t
over-explain. The important thing is to to make an effort to
assuage their annoyance.”
The Nadlers: “If it is a small show, there may
be some flexibility. In a large show, there may have been some
cancellations. It also depends on how spaces are allocated.
Usually, those who have exhibited previously get first choice. The
procedure should be in writing, and this can be shown to the person
griping.”
The rules for keeping
coolIt is not always easy to maintain grace under
pressure. Hilka Klinkenberg, a New York City-based
business-etiquette expert, and Cindy Novotny, a Rancho Santa
Margarita, Calif.-based customer-service expert, offer the
following tips to help planners keep their cool when they are in
the hot seat.
1) The first time: Even if you’ve heard the
same complaint from 50 attendees, treat the problem as if it is the
first time you ever have encountered it.
2) Listen: Always let the attendee voice the
complaint without interruption. In many cases, he or she knows full
well that the planner cannot do anything about the problem; the
attendee just needs to vent.
3) Do not pass the buck: Never put the blame on
anyone else, even when you know the hotel or DMC screwed up. Deal
with the guilty party later.
4) Do not snap: Resist the temptation to snap
back an answer at an attendee who has just bitten your head off.
Take a deep breath before you speak.
5) Avoid pat answers: Because every situation
and attendee is different, there is no such thing as the perfect
answer. Ask the complainer a question like “What can I do to take
care of you right now?” This will defuse anger and let the attendee
know you genuinely are concerned.
6) Follow up: Write down any complaint given to
you. Then leave a voice mail explaining (if you can) how it will be
solved. If it does get solved, make sure the solution was to the
attendee’s liking.
7) Pacify: If there is nothing you can do about
the situation, ask if there is anything else you can do to make
amends. Be sure complainers know you did everything within your
power to make them happy.
L.G.
Gimme
shelterWhen you’re
working a conference, and irate attendees are circling like sharks
in a chum slick, how do you find a safe harbor in which to collect
yourself?
According to Seattle-based clinical psychologist Keith
Sonnanburg, Ph.D., preparation prior to the conference is as
crucial as taking a breather while you are on site. “One of the
most important things to do is look for solutions, not to place
blame,” he says. “If people are complaining, ask them what would
make them feel better.”
Here’s the doctor’s advice on what to do to prevent and control
the stress that comes with being the convention’s sounding
board.
With Your Head
Know what is within your control and what is
not. All you really can control are your interpretations,
evaluations, communication and behavior. This leaves out things
like vendors, catering and weather.Plan ahead. Preparation and prevention are
much better than a cure. Focus on fallback plans rather than
catastrophes.Maintain a caring attitude toward attendees
and yourself. If others are unreasonable, forgive them, and move on
to promote your own comfort and peace.
With Your Body
Slow down. Seek refuge from the onslaught
whenever possible. Find a quiet place with a pleasant atmosphere to
sit. Breathe slowly and evenly.Cleanse yourself. Try to avoid caffeine,
alcohol or other unnatural calming or energizing agents. Once you
get your body on a roller coaster, there’s no settling down.Stretch and move without rushing. Tense
muscles and a stiff posture will take a toll and drain your energy.
With Others
Savor appreciation from others and from
within. Offer and receive support without revealing how crazy
things are.Find humor in the impossible. Do it without
sarcasm or ridicule.Trust. Know that others are working toward the
same goal and that you are not alone.A.D.T.
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