Client care or client scare

# tags: Agencies , Events

There are events that confront us with our own mortality.

It sounds like an existential statement, but the truth is that, every now and then, there comes an event that pushes the event manager to the limit.

To the limit of their physical endurance, to the limit of their intellectual capabilities, and, so often, to the limit of their patience.

Events where, from the setup phase right through to the middle of the event, we question everything – including our life choice to be event managers. But it’s also true that halfway through the event, with everything going smoothly, the “endorphins of success” begin to kick in, “cleansing our souls” and making us believe that it all makes sense.

While it’s true that in any profession, everyone must be the best version of themselves, we realise that for an event manager, going above and beyond is sometimes a matter of survival and the key to making the event a success.

Complicated setups with tight deadlines, rehearsals with speakers full of themselves who think their moment on stage is “the event,” and unexpected challenges that pop up just before the event begins.

And the client lottery... From grateful and loyal clients to clueless ones who lack the ability to do their part in this equation. And, at the extreme, clients who are oblivious to the fact that they often become a problem for the success of their own event. There’s a bit of everything.

Not long ago, while still riding the high of an international event, the vice president of an automotive brand told me: “You know, we work with many agencies around the world. But during the event, they give off a ‘client scare’ vibe… they’re at the event looking panicked. And you guys at this event are providing ‘client care.’ Not only is everything highly organised, but you’re here calm and smiling.”

But for that “client care” to exist, you need large teams made up of professionals who genuinely enjoy challenges that push them to be the best version of themselves, meticulous event preparation, the ability to handle the challenges that will always arise in the process, and excellent suppliers who are perfectly aligned with the agencies and their teams.

Sometimes these events bring together true constellations of talent. From the event coordinators down to each event manager in their specific role, the teams are perfectly aligned and operate with a rare level of professionalism and dedication.

And if the stars of the events align, from time to time, beyond the exhaustion and the responsibility, we will find moments in our work when, after a great journey of personal and collective triumph, we will be rewarded with ascension to Valhalla(*).

And in those moments, beyond the exhaustion and the extremely high levels of responsibility, the life of events will make perfect sense. We will be invincible warriors, self-confident, masters of the best job in the world. Until the next event…

 

(*) Valhalla
Valr: the “war dead” or “fallen.”
Höll: “hall” or “palace.”

Pedro Rodrigues

General Manager at Desafio Global