When Things Go Wrong: What Planners Can Learn from Past Client Mishaps

In this article, originally written by our team in October 2017, we take an in-depth look at the heart-stopping moments every corporate planner or Destination Management Company (DMC) has likely encountered. Despite the often stress-inducing nature of our profession, we persist because of our commitment to delivering exceptional experiences. In this article, we revisit instances where things almost went awry, and discuss how we, along with our clients, overcame the obstacles. We'll journey from the bustling streets of Chicago to the tranquil Amelia Island, tackling unpredictable variables from faulty pinball machines to the Zika virus, emphasizing the crucial role of quick-thinking and robust relationships in event planning. This article's lessons remain as relevant today as they were then. Enjoy the read!

As a corporate planner, or as a DMC like us, we can agree that we’ve got some high-stress jobs, right? All that planning, all that money; it all comes down to a few days when you may hold your breath (if you weren’t running around, out of breath!) in hopes that everything goes off without a hitch. And yet programs can still throw you some serious curveballs. Here, we highlight five moments when something?almost?went wrong for our past clients and how you can avoid similar situations.

1. When Things Break

The pinball machines at a 1,200-person event at a brand-new venue began to break an hour before guests were due to arrive… and the vendor didn’t have any replacements.

The Solution

360DG’s Chicago office?began calling every gaming vendor in the city. Luckily, they found one who could help – but then they realized that the games were supposed to go on the second floor, and that’d mean making a scene loading them on the elevators as guests mingled in the same space. Instead, they made the executive decision to rework an area on the first floor so that the games fit within that space and could easily slide into the event without guests noticing.

The Takeaway for Corporate Event Planners

Be flexible and empower those around you. The best planners we work with are those who can think on their feet and see the opportunities that can arise from the biggest challenges. It can be paralyzing to know that what you’d just spent months planning for isn’t going to work, but don’t let the stress of the situation turn into a bottleneck at your own event. If you’re leading the ship, take a minute to not panic and identify the ways you can say “yes” to things; it’ll help everyone else around you take stock and identify some pretty creative solutions.

2. When Vendors Need to Come to the Rescue

The same day as a large-scale off-site event, the head count suddenly grew by 400 because there were too many tickets sold! With just a couple of hours until the event’s start time, the bar, food, and décor all had to change accordingly.

The Solution

360DG’s?San Diego office?had to rethink every element of the event to accommodate the influx of additional guests. It was a two-hour scramble, in which all hands were on-deck (including a run to BevMo), to make sure everything was covered. Thanks to close relationships with a wide variety of vendors, they were able to secure enough linens, napkins, tables, food, and drink. Not only was the event a huge success, but the client looked exceptional in the eyes of her CEO.

The Takeaway for Corporate Event Planners

Nurture and build vendor relationships. You need them when everything goes right, but you?really?need them when something goes wrong. By structuring partnerships, and not just staffing for projects, you’ll be prepared when a crisis hits.

3. When Nature Strikes

Zika virus hit South Florida in 2015.

The Solution

360DG’s South Florida office?worked with clients to devise a number of different strategies to fend off mosquitoes. At outdoor events, there were considerations like fans and wipe-on insect repellent, but most events were moved to backup indoor locations. For tours that were supposed to be outdoors, space was secured at the host hotel to bring the activities – like cooking classes – on property when possible, and in other instances, alternatives were created.

The Takeaway for Corporate Event Planners

Have a formal contingency plan and process – or work with someone who will. There’s too much at stake to cross your fingers and hope everything goes well. One big, necessary component: When you book an outdoor venue, make sure you have an inclement weather backup space. In the case of Zika, that meant indoors, but it doesn’t always have to be the case.

4. When VIPs Make Unexpected Demands

An unexpected, urgent need for the airport transfer of five VIPs left our client scrambling and frantic.

The Solution

360DG’s South Florida team keeps a backup person in the office to manage manifest changes during all programs. Staying in constant communication with the transportation vendor and team members on the ground, they shuffled vehicles that were on standby for another 360DG program, and were able to arrange it so that nobody from either program had to wait for a vehicle.

The Takeaway

Similar to having a contingency plan, you should identify a point person responsible for each major component of your program, so that when things go awry, someone is there to own it. Yes, when you work with a DMC, that’s for us to figure out for you on all aspects of the program that we’re managing.

5. When Things Change During the Planning Process

A client arranged an off-site dinner on her own as a part of a larger program 360DG was managing, but she stopped getting responses from her contact at the new restaurant shortly before the program was coming to town.

The Solution

After the client reached out to 360DG with the concern over the restaurant’s unresponsiveness, one of?360DG’s San Diego team?members took a walk over to the restaurant. Turns out, they had stopped construction, and needless to say, weren’t open. After the discovery, the 360DG team member walked around downtown until an alternate venue that could accommodate the client was secured. In the end, the client’s boss and group never knew there’d been an issue.

The Takeaway

Sometimes, there’s no replacement for site inspections that are staged shortly before the program is about to occur. Make sure to do a site visit beforehand if you're not working with a DMC. If you are using a DMC, that’s what we are here for. We’re looped into things like construction or ownership changes at restaurants and can keep you apprised accordingly.

Reflecting on these past experiences, I realize how much we've learned and grown, especially during the major industry pivot we all experienced due to COVID-19. The crisis called for swift adaptation and resilience from everyone in our sector, pushing us to reimagine the very nature of events and gatherings. I'd love to hear your stories, lessons, and insights from your years in the industry. What curveballs did you face and how did you hit them out of the park? How did the pandemic shape your approach and perspective on event planning? By sharing our experiences, we can continue learning from each other, honing our craft, and strengthening our industry even in the face of adversity. So, let's keep the conversation going, share your journey in the comments!