Understanding the impact of credibility in event planning will lead to a successful result. As a Consultant in Quality and Customer Service, Roberta Meier typically goes to seminars and workshops as a "Mystery Shopper ". As well as having a look at how well delegates are catered for by the training teams, she also takes great delight in screening how tenaciously event organizers pursue her for her real opinion about their credibility.
If and when they do overtake Roberta, how do they measure credibility anyway?
The easiest thing to do is to use the happiness sheets (event assessment kinds) and the post event questionnaires, bearing in mind that this is not an appeal contest however a look for accurate info.
If your questionnaires request for a mathematical rating against each concern, finding the typical rating (adding all ball games together and dividing the overall by the variety of delegates who responded to) is an useful guide.
It is also positive to look at the spread of results. Check how many individuals rated the speaker a 6, how many a 7 and so on. A little cluster of really high or really low scores can give an incorrect average, pulling it up or down. You need to be interested in what the majority (60%) of the guests believed and normally these legitimate results are fixated the real average.
Also consider which aspects of the task were the most stressful for you, for your team and for the delegates. Occasions management will never ever be a totally hassle-free activity but, on event, bad planning, poor preparation or severely selected individuals can trigger unneeded anguish. Think back over the event and determine scenarios that you would prefer not to repeat if and when you run a comparable event in the future. Utilize a domino effect grid to house in on the genuine cause of problems and determine a course of action to avoid this occurring again.
What in fact took place?
Visitor speaker was late getting here.
A rail strike was contacted the day and we needed to fly her in at the last minute.
We attempted to save cash by preventing an over night stay.
In future visitor speakers will be installed in a hotel the night prior to the occasion.
Among our crucial delegates needed to leave because of an allergic reaction to marker pen solvent.
The interactive sessions of the workshop required lots of flip chart work and we only had solvent based markers with us.
We didn't ask and he didn't tell us about the allergy.
Just use water based markers in future and upgrade the registration questions to include all allergic reactions.
The stats of consumer complete satisfaction can make stressful reading, however, if you have a proactive system, you can locate the 60% of delegates who found it challenging to inform you they had an issue.
If you then listen thoroughly to them and try to fix the problem; you will encourage a large proportion of them to do service with you again and you will prevent them from harming your reputation through non-recommendation.