How can you know what you don’t know?
Simply, you can’t. You can try to be better prepared, do more research, ask around or maybe learn by your mistakes but who wants to do that, more importantly, who has the time for that?
Throughout my career, not just in the events industry, I seem to be having the same conversation with my clients, mostly after the event is over.
Client: “If only you had X, Y or Z”.
Me: “We do!”
Client: “Oh, I didn’t know. That could have saved me some time…".
That’s the point, its a double blow – the client spends too much time on a mundane task (and we all know time is money, right?) that the computer could have been managing for them AND we could have increased revenue for a fraction of what it cost the client in terms of hours lost.
It could have been a win/win situation, how did it fail?
Well, we could have marketed more strongly and looked to upsell all our services to our clients. Perhaps that is the correct answer but it puts us in a place that makes us no better than the careless bigger players in the market who only got there because of their aggressive sales and marketing tactics. We wanted to be different. We wanted the product to be key and our service to be considered outstanding. We could have maximised short term revenue but at what cost? We get more clients come to us having been disappointed by our rivals than any other means. We have possibly the highest client retention rate in the industry, one we are very proud of and one we are determined to keep.
So what’s the solution?
Communication. Not the in your face, direct, sales approach. More about positive messages through emails, engaging videos on our website (along the lines of “Did you know we also do this?”) and pressing the idea that Firebird can be moulded to what you need. Its working! We are finding our clients are now happy to tell us what they need. For too long they have been told how to run their event (due to the limitations of systems in the past). Only now are clients having the confidence to say “I need this…”.
That’s where Firebird has one of it’s USPs. We have the most configurable system you will ever need. We have worked hard to produce a system that can be configured, controlled, edited and setup the way you need it to be.