“Every client thinks that they’re the most important client. Their event is the most important. Nothing else matters. This is their perspective, and you need to respect their perspective because they’re spending good money,” says May Yeo Silvers. In this episode, she discusses the critical role of communication in the event planning industry, focusing on how professionals can navigate client interactions with empathy and professionalism.
May points out common missteps made by event planners, designers, and decorators, such as citing multiple ongoing projects or personal financial obligations to explain delays. These explanations, while factual, can leave clients feeling undervalued and unimportant, harming the client-vendor relationship. Instead, she advocates for a client-first mindset, where every client is made to feel like the top priority.
May offers practical tips on how to reframe potentially dismissive language, such as addressing delays or additional charges by referring back to the agreed scope of work. This approach reinforces the client’s investment and avoids diminishing their sense of importance.
Clear and respectful communication, especially when discussing scope changes or missed deadlines, is essential. By assuming the best intentions from clients and their teams, event professionals can foster a positive and supportive environment, strengthening relationships and enhancing client satisfaction.
Quotes
• “Every client thinks that they’re the most important client, their event is the most important. Nothing else matters. This is their perspective, and you need to respect their perspective because they’re spending good money.” (06:55 | May Yeo Silvers)
• “Ego is going to kill all deals. In this position, you never want to be the one with the big ego. Let the client be the big ego.” (17:18 | May Yeo Silvers)
• “You need to make your client feel like they are the number one; the one and only client. And you also need to be very clear about what is the scope of work that they hire you for and remind your client that that is the scope of work that they hire you for. Anything beyond that is an additional cost.” (19:20 | May Yeo Silvers)
• “Maintaining your relationship with your existing clients is gonna help you grow your business so much easier and faster than you think you can.” (21:24 | May Yeo Silvers)
Links
If you are looking for a blueprint on the how’s and the what’s on starting an event planning business, check out the Unstoppable Eventrepreneur book. I laid out all the business fundamentals, strategies, the traits, the mindset work AND the emotional roller coaster ride that you will experience to start, grow and thrive in your events business. Get your copy on Amazon today!
Connect with May at: [email protected]
Website: www.mayyeosilvers.com
LinkedIn: https://www.linkedin.com/in/mayyeosilvers/
Facebook: www.facebook.com/mayyeosilvers
IG: www.instagram.com/mayyeosilvers
TikTok: https://www.tiktok.com/@mayyeosilversofficial
FB private group: https://www.facebook.com/groups/events4anyone
