Class Library Keeping the Business: Debriefings, Complaints, Difficult Clients & Rebookings

click above for preview
  • Title:Keeping the Business: Debriefings, Complaints, Difficult Clients & Rebookings
  • Category:Business & Sales
  • Level:Intermediate
  • Instructor:Howard Givner
  • Length:62 min
  • Posted:2/20/2012
  • CMP Domain:B: Project Management
4.36 out of 5 star rating


When the last chair has been put in the truck and the invoices are paid most novice planners think that their job is done. A true professional realizes that it is just the beginning. One of the most critical elements for any business owner is to recognize that without repeat business you are not likely to survive. Let Howard Givner and Carolyn Ray of the Event Leadership Institute share their tips for dealing with difficult clients, handling debrief meetings and getting clients to sign on the dotted line for a second go around. A must have for every business owner!

Learning Outcomes

    1. Learn the techniques to ensure rebookings
    2. Learn when and how to do a post event debrief with your client
    3. Understand the importance of empathy in dealing with client complaints
    4. Learn tips and tricks for dealing with confict

Table of Contents

Watch the Full Class Without Chapter Breaks
Keeping the Business: FULL Class Video 1:02:38
Overview 1:29
Debriefings 2:45
When to Hold A Debriefing 2:07
Debriefing Reports 6:50
Difficult Clients
Difficult Clients or Difficult Circumstances? 2:57
Happy Clients vs. Successful Events 8:05
Conflict Management
What Is Conflict? 4:45
Unhooking Physically 1:57
Unhooking Mentally 3:41
Unhooking Verbally 4:26
Unhooking with A Business Tool 5:38
Rebookings 8:53
Questions & Answers 4:04
PDF of slides from this class 27 pages

The Certified Meeting Professional (CMP) is a certification offered by the Convention Industry Council (CIC), an umbrella group comprised of 30 organizations. As part of the application process for the CMP, candidates are required to log a minimum of 25 Clock Hours of approved education. If you see the CMP designation next to a given class on this site, it indicates that class has been approved by the CIC to count toward that educational requirement, for the designated number of clock hours. For more information go to

Please click on "Subscriber View Now" button to watch this video.

© The Event Leadership Institute 2011. All rights reserved.

The Event Leadership Institute

Featured Clients