Managing difficult clients and unrealistic expectations

Since taking on a more managerial role at Tipi Unique, I am exposed to a wide range of clients, conversations, and expectations. This year the amount of events we've delivered has increased, and with that so has my client base. I've dealt with some really lovely people, and some people that aren't as much of a pleasure to help!

When managing difficult conversations it's key to remain true to our brand ethos and values - I must always be upfront, honest, polite, friendly, and look to resolve the problem in a way that suits all parties. We market ourselves as being the go-to company for bespoke outdoor weddings/events, and our clients rave about our professional and friendly customer service. All of our FAQ's can be found on our website, and go into great detail about the above topics -  https://tipiunique.com/our-tipis/tipi-hire-faqs/
This means that when I'm dealing with customer complaints or issues, I have to be sure that the advice given or resolution always reflects the Tipi Unique brand.

We're very aware that planning any kind of event can be extremely stressful, so it's important for our company to be perceived as helpful, supportive, flexible and genuine. The most common subjects are VAT, damage waiver, insurances, availability, delivery, commission (which we do not support), and of course pricing - all of which can be quite personal and sensitive topics. 

I take everything as a learning curve and aim to use feedback, whatever it may be, to better both myself and the business. Due to Tipi Unique still being a relatively small business, we encounter new challenges with each event season, yet we're confident that remaining true to our values will forever be the correct approach to winning over challenging clients.