Empathetic vs. Sympathetic
“The more high tech the world becomes, the more people crave high touch service…True or False?” What defines a customer? What do they look like? As consumers are we still varied by a wide variety of shapes and sizes, wants, needs expectations, attitudes, and expectations with them to the service transactions? As an expert event planner, I have learned that when we recognize our customer’s emotional states helps us figure out the best way to be effective and serve them professionally.
How would you handle this?
- Timid Taylor walks into an event planning meeting looking panicky and stressed. He is planning a birthday party for his boss, Mr. Anal and has never planned anything.
- Demanding Deloris is the point person for hosting events in her department. The holiday gala is the sixth function for the year. She strolls into banquet hall, knowing exactly what she wants. Her “you all just stand back and take direction” attitude is evidently noticeable.
How do you treat Taylor and Deloris as individuals? Whatever the emotional state of your customers whether they are “cautious” or confident”, it is important to each of them that you understand what they are communicating to you and how they feel about the services you provide.
Sympathy involves identifying with or even taking on another person’s emotions. A sympathetic response goes further to a client then dictating their needs. Empathy means acknowledging and affirming another’s emotional state. An empathetic response goes further to a client then anger.
What are your thoughts?
December 11, 2008
Tee Thompson pick of the week for the Michigan event and wedding planning industry. This pick is known as the illumination transformers.
Continue Reading December 8, 2008
Tee Thompson the event expert offers 6 things that you must take note of so as to get the best results from your holiday events:
1. Who’s on the guest list? Who are you inviting to your event? As a host, you must know the audience for your holiday event. For example, is your event for a marketing business group, co workers, new clients or prospective clients; Do you know the gender, age group, and flexibility of your invitees? If your holiday event is comprised of business associates, friends or family it is important to have them engage with each other. Have a fun – happy holiday activity. Such as, having pre-determined famous person name tags available and attached to guest. Have each guest introduce themselves by what the famous person is known for as a celebrity. For example, “Hello, I am the president-elect, who am I”. You may create fun rules as to how they can or can not guess what name each guest has. Guest – ask the host what to bring and honor their request.
2. What’s the theme of your event? Host – make your event meaningful. Teach them something that they do not know about the holiday theme. Provide them with meaningful and valuable information, or ask each guest what’s their hopes in the year 2009. Guest can ask their host if they can bring a centerpiece or holiday floral arrangement to go with the event theme.
3. Determine a budget. Host – try to get as many people to confirm attendance as possible. If your budget allows, make your event as impressive as possible, or add creativity and strong ambiance to your event with things you already have. Use candles, pine cones, cranberries, ornaments, fresh fruit, bows, wrapping paper and ribbons as quick and inexpensive décor solutions. As a guest keep your commitment if you say your bringing wine, please do not show up with a soft drink instead or unexpected guest.
4. Socialize. Host - Remember to socialize around! The main purpose of organizing an event is that you can socialize with your invitees face to face. Make them feel welcome and appreciated. Have a quick and easy menu. As a guest bring fun activities or games for great socialization.
5. Follow up quickly. Host - After the event, send a personalized “Thank You” email or post card to your invitees. If you have a family holiday affair, please start or keep a family tradition running. For example, if your family sings Holiday carols or trade dessert recipes at your party then keep the tradition going by sending the favorite carol in your email or in a holiday card. If you have invited clients or perspective clients then give them a call afterwards ask them for feedback or suggestions that you may use to improve the next year’s event festivities. This may breed a good business relationship. Guest – always send your host a “thank you” host like to know that their guest had a wonderful holiday event.
6. Avoid Culprits of ineffective planning. Leave the extravagant event planning and management to the professionals. If you are a business let your, staff tend to their normal duties often times they have little or no experience in special event planning. Avoid procrastination and inadequate planning timelines prior to an event. Not hiring a truly experienced and dedicated event planner to oversee operations to insure everything that is required is done on time is a huge pitfall to ineffective planning.
An effective event planner will ensure that all the 6 things mentioned above get done. If you do not have time or confidence to fulfill the above, do hire a professional event planning & management company to help you to do organize the event.
December 2, 2008
teethompson
