Customer service and perception are greatly affected by changes in policy.
Your changes and the reasoning behind them affect your clientele. For example, let’s say you raise your fees for sponsorships of an expo due to an increased expectancy of attendees. However, unexpectedly, the numbers of attendees drop prior to the expo – what do you do?
Do you keep the fee the same in order to make more money?
Do you offer a credit for a future show?
Do you admit numbers aren’t as expected and refund some of the fee collected?
When you make a change in policy, it’s wise to remember your reasoning.
Treat your decision as you would goal-setting. What is your desired outcome for the event?
- Do you want to maximize revenue with this group of sponsors and not worry about having them again?
- Do you play the odds on some of this group attending again?
- Would you rather create loyalty and a following although you won’t make as much money this time around?
Before you make a policy change, have a back-up plan in place. This way it will always be a Smooth Sale!
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