Tips for Dealing With Upset Clients in the Event Planning Industry | Chris Janese

Chris Janese
2 min readApr 28, 2023


The event planning industry is all about ensuring that clients have a seamless and enjoyable experience. However, there will be times when things don’t go as planned, and clients become upset. Dealing with upset clients is an essential skill in the event planning industry, and it’s crucial to handle the situation professionally to maintain a positive reputation .

Listen to the Client

When a client is upset, the first thing you should do is listen to them. Allow them to express their concerns and ask questions to clarify their issues.

Apologize Sincerely

Apologizing is critical when dealing with upset clients. A genuine apology can diffuse situations. Make sure to apologize sincerely and take responsibility for any mistakes.

Offer a Solution

After listening to the client’s concerns and apologizing, offering a solution to the problem is essential. This could be a refund, a discount on future services, or a complimentary service. The solution should be tailored to the specific issue and should be something that the client feels is fair and reasonable.

Be Empathetic

Empathy is an essential skill when dealing with upset clients. Put yourself in their position to understand their perspective. This will help you to provide a more personalized and effective solution to the problem. Demonstrating empathy can build trust and rapport with the client, which can help prevent future issues.

Keep Calm

Remain calm and professional when dealing with upset clients to prevent escalating situations. Avoid becoming defensive or argumentative, as this will only worsen the situation. Instead, remain calm and work with the client to find a solution.

Communicate Clearly

Explain the situation clearly and provide regular updates on the progress. This will build trust with the client and show that you are committed to resolving the issue.

Follow Up

After the issue has been resolved, follow up with the client to ensure they are satisfied with the solution. Following up shows that you care about the client’s satisfaction and are committed to providing excellent service.

Dealing with upset clients is an inevitable part of the event planning industry. However, by listening to the client, apologizing sincerely, offering a solution, being empathetic, keeping calm, communicating clearly, and following up, you can effectively resolve the issue and maintain a positive reputation. Remember, every upset client is an opportunity to learn and improve, so don’t be afraid to take feedback and change your processes to prevent future issues.

Originally published at on April 28, 2023.



Chris Janese

Chris Janese is the dedicated CEO of The Green Room, an event services company based in Rancho Sante Fe. Visit: