Fall and winter events are all sorts of magical. There’s the lighting, the warmth, the comfort food. But the season also brings the chance of inclement weather, the flu, and frustrating travel delays.
If you have to cancel your event, let your attendees down easy. Here’s how to do it right:
1. Contact us immediately
When faced with a canceled event, or even an event that is facing complications—such as icy roads where your guests will have trouble getting in—contact us right away.
We’re available 24/7 at 800.838.3006 or by email. We can help you communicate with your ticket holders and the heads up will help us better answer questions and resolve refund requests.
2. Don’t ghost attendees
You can turn an out-of-your-control situation into a chance to demonstrate above-and-beyond customer service. If you plan to reschedule your event for another date, let attendees know immediately.
Bonus tip: Be sure someone is located at the event location to greet anyone who shows up to the event. Even if you make every effort to contact your guests, some still may not get the message. Walking up to a closed, cold, and empty building is a bummer.
3. Offer another date
It may be easier to reschedule your event rather than cancel it. You can change the date on your pre-existing event page, instead of creating a whole new page. Just be sure to contact us so we can help you sort it out.
When rescheduling an event, craft your communications with empathy. Customers like to know that you feel their pain and that you understand it’s an inconvenience.
Example: Hey there, unfortunately, there’s a big blizzard coming to town and we have to reschedule the Aquarium After Hours event to November 3rd (same time, same venue). We were looking so forward to having cocktails with Riley the octopus tonight and are just as sad as you. She informed us that she would be ready next week. We would be happy to refund you if you can’t make the rescheduled date.
4. Offer transportation options
When the weather is way off but your event is still on, offer transportation options. Email your attendees bus, train, or ride share options. We’ve even seen some event organizers set up carpooling for their attendees.
Bonus tip: Be flexible when it comes to your start time. If it’s raining or snowing cats and dogs, start your show a few minutes late to accommodate slow driving attendees and late-running buses.
5. Make backup plans for your backup plans
Always have a plan A-B-C. If your opening band can’t get into town because of snow, make sure there’s a local option. Keep shovels and gear on hand in case your parking lot fills with the white stuff. Think of worst-case scenarios and have a solution at the ready. The better you are able to anticipate possible scenarios, the better you’ll be prepared to meet the challenges and pull off a successful event, even if the worst occurs.
We’re here, good times and bad, day or night.
Ever had to cancel an event? What are some of your lessons learned? Comment below.