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What is the best way to handle an exhibitor who is not meeting their obligations?

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As a conference organizer, you want to ensure that your exhibitors are happy and satisfied with their participation. However, sometimes you may encounter an exhibitor who is not meeting their obligations, such as paying on time, providing the required materials, or following the rules and regulations. How do you handle such a situation without damaging your reputation or losing the exhibitor's trust? Here are some tips to help you deal with a difficult exhibitor in a professional and respectful way.

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Kathleen Quill

Transflo 2.0 ...we are moving the needle on transportation tools!

1 Communicate clearly and early

The first step to handle an exhibitor who is not meeting their obligations is to communicate with them clearly and early. Don't wait until the last minute to address the issue or assume that they will fix it on their own. Instead, reach out to them as soon as you notice a problem and explain what you expect from them and what the consequences are if they don't comply. Be polite but firm and use a written format, such as an email or a letter, to document the communication and avoid misunderstandings.

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Jeanne Habashi Gaffié ????????

Prévenir le burn-out, améliorer la QVT, fidéliser les talents | Conseil, coaching & formation en management | Psychologue FSP, cheffe d’entreprise, Présidente ASSMT
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Une seule règle pour tout problème : le traiter directement avec la personne concernée aussit?t notifié. Attendre, c’est le laisser cro?tre, se complexifier, et se mettre de plus en plus en difficulté pour le régler.

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2 Offer assistance and flexibility

The second step to handle an exhibitor who is not meeting their obligations is to offer assistance and flexibility. Sometimes, an exhibitor may have a legitimate reason for not fulfilling their obligations, such as a technical difficulty, a personal emergency, or a change in plans. In such cases, you may want to show some empathy and understanding and try to help them solve the problem or accommodate their needs. For example, you may offer to extend the deadline, provide technical support, or adjust the contract terms. However, make sure that you don't compromise your own standards or expectations and that you get the exhibitor's agreement in writing.

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Jeanne Habashi Gaffié ????????

Prévenir le burn-out, améliorer la QVT, fidéliser les talents | Conseil, coaching & formation en management | Psychologue FSP, cheffe d’entreprise, Présidente ASSMT
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Toute difficulté rencontrée avec une personne doit être abordée avec humanité. L’empathie, l’écoute, la compréhension sont indispensables. C’est ce qui permettra d’apporter l’aide la mieux adaptée dans l’esprit du cadre contractuel convenu et créera une relation de confiance durable.

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3 Enforce the contract and policies

The third step to handle an exhibitor who is not meeting their obligations is to enforce the contract and policies. If an exhibitor fails to meet their obligations despite your communication and assistance, you may need to take action to protect your interests and reputation. Depending on the severity of the breach, you may impose penalties, such as withholding services, charging fees, or canceling the contract. You may also report the exhibitor to the relevant authorities or associations if they violate any laws or ethical codes. However, before you take any legal action, make sure that you consult your lawyer and review your contract and policies carefully.

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Jeanne Habashi Gaffié ????????

Prévenir le burn-out, améliorer la QVT, fidéliser les talents | Conseil, coaching & formation en management | Psychologue FSP, cheffe d’entreprise, Présidente ASSMT
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Le cadre contractuel est là pour sécuriser les parties, et c’est en cela qu’il doit avoir été bien pensé en amont, pour pouvoir être respecté ensuite. Ne pas le faire, c’est risquer de le rendre caduque et perdre la protection qu’il offrait. De la même manière, respecter la politique de l’organisation permet d’avoir des comportements attendus et prévisibles, garants de confiance, tout en renfor?ant la politique de l’organisation.

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4 Maintain a positive relationship

The fourth step to handle an exhibitor who is not meeting their obligations is to maintain a positive relationship. Even if you have to enforce the contract and policies, you don't want to burn bridges or create bad blood with the exhibitor. Instead, you want to preserve the possibility of future collaboration and referrals. Therefore, you should always be respectful, courteous, and professional when dealing with a difficult exhibitor. You should also thank them for their participation, provide feedback, and invite them to share their experience and suggestions. By doing so, you may be able to turn a negative situation into a learning opportunity and a constructive relationship.

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Jeanne Habashi Gaffié ????????

Prévenir le burn-out, améliorer la QVT, fidéliser les talents | Conseil, coaching & formation en management | Psychologue FSP, cheffe d’entreprise, Présidente ASSMT
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Identifiez votre part de responsabilité dans ce qui n’a pas fonctionné pour améliorer ce que vous pouvez et éviter que la situation se présente à nouveau et surtout gardez une bonne relation avec l’exposant quoi qu’il arrive: vous ne voulez pas d’une mauvaise réputation.

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5 Learn from the experience

The fifth step to handle an exhibitor who is not meeting their obligations is to learn from the experience. After the conference is over, you should evaluate the performance and satisfaction of your exhibitors and identify any areas for improvement. You should also review your contract and policies and see if they need any revision or clarification. You may also want to solicit feedback from your staff, attendees, and other exhibitors and see if they have any complaints or compliments about the exhibitor in question. By learning from the experience, you may be able to prevent or minimize similar problems in the future and improve your conference management skills.

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6 Share your insights

The sixth step to handle an exhibitor who is not meeting their obligations is to share your insights. As a conference organizer, you have valuable knowledge and experience that can benefit other organizers and exhibitors. Therefore, you may want to share your insights and best practices with your peers and network. You may also want to contribute to the industry publications, blogs, podcasts, or forums and share your stories and lessons learned. By sharing your insights, you may be able to establish yourself as an authority and a leader in the conference field and attract more opportunities and partnerships.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Kathleen Quill

Transflo 2.0 ...we are moving the needle on transportation tools!
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WHEN, not if, new people enter the picture, treat them as if they were new - review you policies & rules - give them a point of contact - get written confirmation (email is fine) that they understand. We can’t assume that everyone has been briefed on how your show works, we should assume they have NOT, to save both parties from any embarrassment.

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What is the best way to handle an exhibitor who is not meeting their obligations?

1

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3

4

5

6

7

1 Communicate clearly and early

2 Offer assistance and flexibility

3 Enforce the contract and policies

4 Maintain a positive relationship

5 Learn from the experience

6 Share your insights

7 Here’s what else to consider

Conferences

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What is the best way to handle an exhibitor who is not meeting their obligations?

1

2

3

4

5

6

7

1 Communicate clearly and early

2 Offer assistance and flexibility

3 Enforce the contract and policies

4 Maintain a positive relationship

5 Learn from the experience

6 Share your insights

7 Here’s what else to consider

Conferences

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