Navigating Client Relationships

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Navigating Client Relationships

The Art of Adapting as a Professional Conference Organiser

In the world of event management, especially as a Professional Conference Organiser (PCO), we don’t just plan events—we manage relationships, personalities, and expectations. Recently, I had a conversation with a client that reminded me of how important it is to really understand the people we work with, particularly when those people are new to conference planning and working together for the first time.

In this case, the client’s committee was a group of volunteers, none of whom had ever worked on a conference before. They didn’t know each other well and were figuring out how to collaborate as we went along. On the other hand, my Event Manager, as a PCO, was focused on hitting all the project milestones, assuming the committee had experience and could keep up with the pace. But this approach was overwhelming for them—they needed more time to digest information, weigh options, and make decisions. This highlighted the need for open communication and understanding how each client or committee likes to work, whether they need time to process or prefer a more fast-tracked approach.

Reflecting on this experience, it’s clear that as Professional Conference Organisers, our job is about more than just planning flawless events. It’s about adapting to our clients’ styles, working at their pace, and making sure we’re building relationships that foster trust and collaboration. In this blog, I’ll unpack that experience and share a few tips on how we, as PCOs, can make client relationships run smoothly, even when the dynamics are tricky. The Art of Adapting as a Professional Conference Organiser

One Size Does Not Fit All: Understanding Client Dynamics

Let me be honest—no two clients or committees are the same. Some just want to focus on the program, and others are just too time poor, and prefer that we, as Professional Conference Organisers, take the lead as the experts. Others, like the committee I mentioned, will be new to the process and need a more hands-on, collaborative approach. Then, of course, there are the “in-betweeners”—those who like to make decisions as a team but want guidance along the way.

The key to avoiding confusion and frustration is understanding this right from the start. Before jumping into deliverables or deadlines, PCOs need to figure out the committee’s comfort zone. Are they decision-makers who thrive on momentum, or do they need time to reflect and review before committing? Knowing this upfront can prevent misunderstandings and help smooth the way for a productive working relationship.

Flexibility is Your Friend: Adapting as a PCO

 If I’ve learned anything over the years, it’s that being adaptable is the secret sauce to managing successful events. In the scenario I mentioned earlier, my Event Manager was charging ahead with the project plan, which was great for us as PCOs but stressful for the committee. They needed us to slow down, break things into smaller, more digestible steps, and check in more regularly to ensure they weren’t feeling left behind.

As Professional Conference Organisers, we need to balance two key skills:

  1. Active Listening: This means really hearing what the client is saying—and not saying. If they’re hesitating or seem unsure, it’s time for the PCO to slow down and make sure they feel confident about the next steps.
  2. Emotional Intelligence: Understanding the emotional state of the committee helps. Are they feeling overwhelmed? Do they need reassurance? Picking up on these cues early allows the PCO to adjust the pace and tone of the project accordingly.
  3. Patience and Empathy: Some clients need more time, and that’s perfectly okay. As PCOs, we’re here to guide them, not push them into decisions they’re not ready for. Showing a little patience goes a long way in building trust.
  4. Clear, Jargon-Free Communication: Not everyone speaks “event planner.” As a PCO, breaking down complex concepts into simple, clear terms makes the process feel less daunting. And sometimes, that’s all a client needs to feel confident moving forward.

Setting the Foundation: Procedures for Seamless Collaboration 

So, how do we set the stage for a smooth collaboration right from the start? Here are a few things I’ve found helpful in making the working relationship run like clockwork:

  1. Initial Discovery Meeting: Before diving into the project plan, it’s essential for the PCO to sit down with the client and their committee. This is where we gather details about how they prefer to work, what their experience is, and what they expect from us. It’s also a chance to outline how we work as Professional Conference Organisers and clarify expectations from both sides.
  2. Tailored Communication Strategy: Not everyone communicates the same way. Some clients love regular updates, while others prefer a monthly check-in. As PCOs, understanding this early lets us tailor the communication to their needs—whether that’s through weekly Zoom calls, email updates, or a combination of both.
  3. Clarifying Roles: Committees can sometimes blur the lines of responsibility. Right from the get-go, PCOs need to make sure everyone knows who’s responsible for what. This reduces confusion and ensures tasks are allocated properly. We also identify a primary contact person for seamless communication.
  4. Milestone-Based Planning: Breaking the project into milestones makes it easier for the committee to keep up without feeling overwhelmed. For PCOs, it also creates natural touchpoints for feedback and ensures everyone stays on the same page throughout the process.
  5. Client Education: Committees that are new to conference planning may need a little extra guidance. As Professional Conference Organisers, providing resources or even one-on-one sessions to explain specific aspects of the process can go a long way in helping them feel confident and empowered.

Managing Multiple Personalities: The Power of People Skills

As a PCO, we often deal with committees of 10 or more people—each with their own personality, working style, and level of involvement. Navigating these different dynamics requires both empathy and structure.

On the one hand, empathy allows us as Professional Conference Organisers to connect with each committee member, understanding their concerns, motivations, and frustrations. On the other hand, structure is what keeps the project on track. This means knowing when to let conversation flow and when to bring it back to the task at hand. It’s a delicate balance, but when managed well, it’s what makes the difference between a stressful planning process and a smooth one.

Wrapping It Up: Communication is Key

The takeaway from all this is simple—communication and relationship management are at the heart of successful event planning. When we, as Professional Conference Organisers, take the time to understand how our clients prefer to work, when we’re flexible and adaptable, and when we communicate clearly and openly, we build the kind of relationships that lead to successful, stress-free events.

As PCOs, we’re not just here to plan conferences—we’re here to be our clients’ partners, guides, and problem-solvers. And that means being willing to flex and adapt to their needs, always with the goal of delivering an event that exceeds expectations and strengthens our relationship along the way.

In the end, it’s all about trust, communication, and a little bit of patience—qualities that every successful Professional Conference Organiser knows are the real keys to a great event and a happy client.