Your team disagrees with client feedback on event success. How do you navigate conflicting perspectives?

My tip is to ask for the KEY METRICS that both sides are reviewing. By asking: 'What key metrics are you using to evaluate the event success?'. From there, I can understand and have a concrete background to answer or find a solution to mitigate the conflict between 2 parties.

It's always important to get perspectives from all sides to get the bigger picture. So take the time to evaluate the situation objectively. Try to park all your assumptions and be curious about what the perspective of each of the involved parties is. It would be interesting to understand the client's feedback and experience of the event and why they have experienced it that way. So try to go a bit deeper. Do the same with your team and after that get them to step back and try to put themselves in the shoes of the client and imagine if they still feel the feedback unfounded. If you want to take it even a step further ask your team to look at the situation as an outsider in the third person. Then discuss these three different perspectives.

Setting expectations is important at this stage. I recommend noting down all discussed points and share a meeting recap afterward so all parties are on the same page. Not only helps brands to stay longer with their businesses but also, but it is also more reasonable when offering a solution to move forward from conflicting opinions.

Navigating conflicting perspectives requires acknowledging the client's feedback, even if it differs from the team's view, and seeking to understand the reasons behind their perspective. Facilitate a discussion between the team and the client to clarify misunderstandings, provide additional context, and find common ground for future improvements.

It's important to listen actively and be fully present when listening. Especially when receiving feedback most people listen to respond and don't listen to understand which is a very natural state to be in as they might be a bit defensive and want to protect or defend themselves. However this is counter-productive as it doesn't allow you to fully understand the client in this case. By actively listening and being present to the client and stay curious you will gain more than feedback, you will gain understanding of why the client has given this feedback.

When building understanding with the client it is important to remember that your team are the experts in the room on event planning. Utilizing your expertise and past experience you can explain to the client any issues that may arise with their plans/vision. From there you should provide alternatives that solve the conflict while also maintaining the clients overall goals and outcomes. A big part of developing understanding is making sure that the client feels you have a keen understanding of their needs and desires. By showcasing this they are more likely to consider your alternatives with a more open mind.

Hold meetings with both your team and the client to align on feedback and find common ground. Present objective event metrics to bridge perspectives and foster constructive dialogue. And if possible try not to work on the previous idea, instead propose a new idea that meets everyone's requirements