Address disappointed customers by acknowledging the issue and offering alternatives such as digital copies of missing materials or scheduling a follow-up meeting. Ensure the customer still feels valued by providing excellent service and making an effort to accommodate their needs in other ways, such as offering exclusive deals or promotions.

To handle a disappointed customer in this situation, follow these steps to turn the experience around: >Start by sincerely apologizing for the oversight. Acknowledge their disappointment, as this validates their feelings. >Offer a solution on the spot. If possible, arrange for digital versions of the promotional materials or commit to sending physical copies promptly. >To make up for the inconvenience, offer something extra, like a special discount, early access to a product, or an exclusive offer. >After resolving the issue, follow up to ensure the customer is satisfied and has received everything promised.

This is a great opportunity to offer a more personalized approach than just handing out swag. Clearly, you'd acknowledge their disappointment at missing out on the materials or swag items. Then start a conversation about what really drew them to your booth. Was it just the freebie or do you have something even better to offer them? Take down their contact information and then follow through with sending them the promo item (if available) or something else that will let them know you value the relationship, not just getting your promo item out into the world. I find that personal conversations and prompt follow-up are a great way to flip a potentially bad one-time experience into a great relationship.

What exactly are they disappointed about. Missing brochures, freebies, coffee? Maybe your booth design is a bit off in its messaging and structure if you’re relying on giveaways to give them a ‘good experience’. Make sure you understand your customers, before going to the trade show. Make sure your booth design delivers your brand and products in a way that engages them. Don’t rely on brochures and giveaways to do your work for you. Engage 121, understand their needs. Be knowledgeable. An apology never hurts but move on quickly to what makes working with you, such a valuable experience for them. Don’t let an apology, for what is ultimately a tiny omission on your booth, dictate your relationship with them going forwards.

First off, apologise sincerely—own it. Recognise that they're upset, and make it clear you get why. This isn't just about fixing the mistake, it's about showing them you care. Next, jump straight to a solution. Whether that's sending digital versions from your phone or promising delivery of physical ones, get on it ASAP.I would be tempted to deliver them by hand if the distance wasn't insane. Maybe think about creating some content with them and shouting them out on socials to start a relationship online, it might be something to laugh at in the future? Finally, follow up in person after everything’s sorted. Check that they’ve got everything you promised and are happy with how it turned out.