May 28, 2024 · 8 min read
Managing Difficult Event Situations
Things go wrong. Here's how to handle it.
Every experienced event professional has stories. The drunk guest. The power outage. The no-show vendor. Handling these situations separates professionals from amateurs.
Difficult Attendees
Aggressive/rude: Stay calm, don't escalate, get backup if needed, know when to involve security.
Intoxicated: Don't serve more, be firm but kind, ensure they have safe transportation.
Complainers: Listen, acknowledge, offer solutions when possible, escalate when necessary.
Inappropriate behavior: Document, report, involve appropriate authorities.
Technical Failures
- Power outages: Know backup power options, have battery alternatives
- A/V failures: Have backup equipment, know manual alternatives
- Wi-Fi/connectivity: Offline backup plans for lead capture
- POS failures: Know manual transaction processes
Staff Issues
- No-shows: Always have backup contacts
- Underperformance: Quick coaching, reassignment if needed
- Staff conflicts: Separate, address privately, focus on event
General Principles
- Stay calm (panic spreads)
- Have authority to make decisions
- Document everything
- Communicate clearly
- Learn and improve