Let’s be honest. When you host an event, whether it’s an airshow, a concert, or a festival – it’s never going to be completely perfect in the eyes of the ticket buyer. No matter how much planning you do or how much time and money you invest, not every single guest is going to 100% satisfied with every aspect. So what do you do when someone expresses that dissatisfaction? Here are some tips we’ve come up with to help you deal with any negative feedback.
In this day and age, there are a million ways to leave a review for something. People take to Yelp, Facebook, or whatever website they can when they want to talk about their experience. The bad news is, most people who take the time to leave a review do it because they didn’t have a great experience. The good news is, if you monitor these sites closely, you can be the first to spot this. Always check Yelp, Facebook, and any other place that may have your organization up for review. Make sure to read these on a regular basis and set up email notifications so you know right away when something is said about your business. If you don’t know about it, you can’t address it. …but how do you address it?
Address Things Quickly
The number one rule for addressing negativity is: do it in a timely fashion! The longer you let someone’s concern go without an apology or explanation, the lower the chance is that they’ll be willing to give you another shot. Being on top of these things lets your ticket buyers know that you don’t take their criticism lightly. Respond immediately with some sort of reconciliation – whether that be an apology, an offer to make it right, or an explanation for what happened. People like to know that their voice is being heard. Responding in a timely fashion lets your guests know that you care – which ultimately shines a better light on your organization.
Don’t Be Petty
The first instinct many people have when their event is criticized is to fight back against it. Defensiveness is not the key here! Going tit-for-tat will only anger them more and make your business look unprofessional. Handle your feedback with careful consideration. Let your reviewer know their opinion is important to you. You throw events for your guests to enjoy and the only way to ensure they return next time is to make improvements along the way. Look at the criticism as a constructive opportunity to make things better. If you know what disappointed someone, you’re able to fix it so no one will be disappointed about the same thing again. Keeping customers happy is the best way to increase your ticket sales year after year.
Organizing an event is hard work. We, at ExtremeTix, know the nuances and intricacies that go along with it. We also do our best to make sure that everything with your ticketing goes as smoothly as possible. For more tips or information about how we can help, click here.