How do you follow up with event attendees after resolving their complaints?

1 Why follow up is essential

Following up with your event attendees after resolving their complaints is not only a courteous and respectful gesture, but also a strategic move that can benefit your reputation and your business. By following up, you can show your attendees that you care about their feedback and their experience, that you value their opinions and suggestions, and that you are willing to improve your event and your service based on their input. Moreover, you can also use the follow-up opportunity to thank them for attending your event, to invite them to share their positive reviews and testimonials, and to promote your future events and offers.

2 How to follow up effectively

Following up with event attendees after resolving their complaints is an important step to ensure customer satisfaction and to maintain a connection with them. It should be done as soon as possible, within 24 hours or a week at most, and through the right channel that matches the attendee's profile. When following up, express your sincere apology and appreciation, acknowledge their frustration and disappointment, and restate how you resolved the complaint. Ask for feedback and reviews, invite them to join your mailing list or follow your social media, and inform them about your upcoming events and offers. Doing this can help build a long-term relationship with your attendees and increase their loyalty and engagement.

3 What to avoid when following up

Following up with event attendees after resolving their complaints can be a great way to improve customer service and your brand image, but there are some mistakes to avoid. Don't be defensive or aggressive, and don't try to justify or excuse your mistake. Don't use a standard or template message that sounds insincere, and don't ignore the specific details or issues that your attendee raised. Also, don't send too many messages or calls that annoy or overwhelm your attendee, and don't share their personal information without permission. Be humble and respectful, focus on solving the problem and satisfying the customer, use clear and specific language tailored to their situation, and follow best practices for email marketing and communication etiquette.