What's the best way to handle complaints from conference attendees?

1 Listen and empathize

The first step to handle complaints is to listen and empathize with the attendee. Don't interrupt, argue, or dismiss their concerns. Instead, show them that you care and understand their frustration. Use phrases like "I'm sorry to hear that", "That must have been disappointing", or "I appreciate your feedback". This will help you build rapport and trust with the attendee and make them more willing to cooperate.

2 Apologize and offer a solution

The next step is to apologize and offer a solution. Even if the complaint is not your fault or beyond your control, you should still acknowledge the problem and express your regret. Don't make excuses or blame others. Instead, focus on what you can do to resolve the issue or compensate the attendee. For example, you can offer a refund, a discount, a free upgrade, a voucher, or a complimentary service. Make sure the solution is appropriate and realistic and that you follow through on your promise.

3 Follow up and thank

The final step is to follow up and thank the attendee. After you have implemented the solution, check in with the attendee and make sure they are satisfied. Ask for their feedback and suggestions on how to improve your conference. Thank them for their patience and cooperation and for attending your conference. This will show them that you value their opinion and that you care about their experience. It will also help you build loyalty and reputation for your conference.

4 Learn and improve

Handling complaints is not only a way to satisfy attendees, but also a way to learn and improve your conference. You should keep track of the complaints you receive and analyze them for patterns and trends. Identify the root causes of the problems and take action to prevent them from happening again. You should also use the feedback you get from attendees to enhance your conference content, design, and delivery. By doing this, you will reduce the number of complaints and increase the number of positive reviews.

5 Communicate and educate

Another way to handle complaints is to communicate and educate your attendees before, during, and after your conference. You should set clear and realistic expectations for your conference and inform your attendees about the agenda, the speakers, the venue, the policies, and the procedures. You should also provide them with multiple channels to contact you and to access information and support. You should also educate your attendees about the benefits and value of your conference and how to make the most of it. By doing this, you will reduce the chances of misunderstanding and dissatisfaction.

6 Empower and engage

One more way to handle complaints is to empower and engage your attendees throughout your conference. You should give them some control and choice over their conference experience and allow them to customize their agenda, their learning style, and their interaction level. You should also encourage them to participate and contribute to your conference by asking questions, sharing ideas, giving feedback, and networking with others. By doing this, you will increase their engagement and satisfaction and make them feel part of your conference community.

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?