NAPO Chicago October Chapter Meeting

Thursday, October 8, 2020 10:00 am - 11:30am
Chapter Meeting and Webinar

Webinar Program:

Sticky Client Situations - What to do When Things Go Terribly Wrong

Studies show that a happy client will pass on positive word-of-mouth about your service to three other people. However, an unhappy client who’s displeased with a situation tells an average of eleven people about it. Attendees of this workshop will be introduced to real-life, difficult client situations where the ability to professionally respond under fire may be critical to their business reputation.

This panel-lead discussion of hypothetical cases from real-world examples will focus on the techniques and tools that can be used to de-escalate tensions when confronted with stressed clients, conflicting expectations and difficult situations. Discussions will focus on what to do and say in the heat of the moment, best techniques for moving the client-organizer relationship forward, and the best business practices to prevent future sticky situations.

Brief summary of content:

• Understanding that every business owner will face a ‘sticky client situation’
• Techniques to respond and diffuse a sticky situation
• The importance of self-reflection and processing after the situation
• Business communication or work processes to prevent future potential sticky situations