You're facing conflicting client expectations at a live event. How do you navigate through the challenges?

This is very open-ended, but let's try to break it down: 🟢 The best case scenario would be at the planning stage, you have time to assess, analyse and provide key solutions. 🟡 At a closer to date setting, you may want to balance urgency to importance and resolve accordingly. 🔴 During the event, it is possibly that everything is urgent as things unfold - so clarifying the degree of existing important tasks vs a conflicting one would help resolve solutions. 🔷 Understanding hierarchy: If it is a team you are dealing with, try to get the decision-maker's approval - they can resolve conflicts within their end and help smoothen it out.

When we invest time in learning our clients needs, they feel heard, seen & known. This is a powerful way to strengthen our connection with them.

Navigating conflicting client expectations requires clear, consistent communication and a collaborative approach. Start by identifying the priorities of each client and finding a middle ground that satisfies all parties. Being transparent about any limitations and offering creative solutions can help manage expectations while maintaining strong client relationships.

One thing I've found helpful is to ask myself open ended questions (start with what, where, when, how & who) that will help me think creatively & come up with a solution I may not have thought of otherwise.

Over the many live events that I've had the privilege of being a part of the leadership team, pivoting is essential. It's not often events go exactly as planned, because there are many other people. We can develop the skill of thinking quickly on our feet, as long as we're open to it!

At the end of the day, maintaining a balance between conflicting expectations really goes back to prioritization. This unfortunately means that sometimes one clients expectations may for a variety of reasons have greater priority than the others. It is key even in these cases to be transparent with the clients about why certain expectations have a greater priority. Utilize data & key metrics to back up your decisions. If it's clear the scales are leaning more to one side, try to find some common ground or other concessions for the event that can balance it out and still ensure the other client feels valued.