Expecting the unexpected: The welcome desk
On events the way participants are welcome can make a different on their perception of the entire event.
Usually we try to create a friendly and personalized atmosphere that makes the participant feel truly “welcome”.
Unfortunately not always it’s possible; “things happen” and sometimes we could find some situations that threaten this atmosphere.
Foreseeing these situations and establishing a protocol or recommendations for solving them, will help the organization to ensure success welcomes.
Below we could find some typical “threaten situations” and advices, recommendations or protocols to solve them:
Represent of a non-collaborate media
Agreements with media are usually done months before the celebration of an event. These agreements include free access to the event in exchange of promotion of the event through the media.
If a represent of a non-collaborate media shows up at the registration desk, we will try to respect the mentioned process as much as possible.
We will explain him the process and ask him to support us on the promotion of the event, during the event itself (social media, post event release…).
The represent will have to confirm these arrangement terms by email and, once we have them, we will proceed with his accreditation.
Upset participant
Maybe he had a bad flight, communication problems with the organization or just a bad day.
The point is that he has just arrived at the welcome desk and he is upset, uncooperative, impolite or all at once.
Breath in, smile and try to figure out the problem/incidence that is upsetting him.
If it’s something you can fix on a sample way, explain it to him and do it.
If you cannot find out the problem neither solve it, breath in and smile again, try to do the accreditation process as efficiency as possible, show yourself cooperative and willing to help any time he may need and let him go.
Anxious sponsor represent
Before going through this point, we have to take in account that for sponsor companies our events are investments of money and, as in any investment, they expect the best and want returns. It’s one of our main duties to cover their expectations and facilitate their returns so they want to participate again in future editions.
A critical moment use to be at the reception of their materials in the venue: the company delegate wants to pick their material up (in order to prepare his stands), but he cannot find it anywhere.
The delegate will ask you to help him looking for his materials or, in the worst scenario, thinking a second option.
In this kind of situation, you have always to remember that is not your responsibility to find the materials, but you may help as much as possible.
Some tips for these situations:
- Calm him down
- Ask him to call his sending service and double check the details
- Look for the keeper and ask him to double check all the spaces of the hotel
- Find out if the company has a local dealer who can provide him the materials
