In the words of Helen Mirren’s character in ‘Gosford Park’, “What gift do you think a good servant has that separates them from the others? It’s the gift of anticipation.”
The event industry never quits evolving, and the ability to anticipate and react in favor of your clients is what separates average client service from truly exceptional client service in an ever-changing climate. Whether it’s taking the initiative to manage exhibit logistics to match a client’s preferred setup schedule, or empowering a client with unexpected resources to help them present internally – exceptional client service is based in understanding what clients will need and want.
“I’m the perfect servant. I know when they’ll be hungry, and the food is ready. I know when they’ll be tired, and the bed is turned down. I know it before they know it themselves.”
The ‘know’ aspect of exceptional client service speaks to the professional character of those dedicated to always putting forth the extra effort needed to build a special, trusted relationship with their clients. Experience is always a beneficial factor in any service business. However, experience on its own can render meaningless if it isn’t met with enthusiasm and passion for delivering the best possible final product, the results of which all stakeholders can be proud.
Those intangibles – anticipation, character, enthusiasm and passion – are what can take a project of any scope, and an entire experiential program, to that next level of client service. Staying ahead of the curve, communicating and working with clients as a unified team – those are the elements needed for a successful final product. Each and every time.