Many of the benefits of deploying solid health and safety practices at events are well-known. They prevent accidents, keep people safe and provide clear guidelines to event teams on how to prepare for and deal with various safety related scenarios. But one benefit that isn’t always talked about is how focusing on health and safety as an integral part of event planning also leads to the benefit of delivering great customer service.
In this blog, we’ll share 3 reasons why focusing on health safety leads to great customer service.
Perceptions of safety have evolved post-pandemic
It’s always been a widely accepted fact that customers need to feel safe and relaxed to have a good time and speak highly of the event they’ve been to. But, as we moved through and out of the peak of the pandemic and people started resuming some semblance of a normal life, the general public had to think about their personal safety in ways they’d never considered before. Would event venues allow too many people to attend? Would social distancing be in place? Would people be asked to provide proof of a negative test?
Event organisers were talking about their approach to health and safety as a benefit in their marketing material; a way to reassure customers and attract more visitors. What may have historically been viewed as a tick-box exercise became a key indicator to determine the success and trustworthiness of an event.
Interestingly, as a lasting effect of COVID, the health and safety measures in place at events have remained a key factor when customers decide if they’ve received a good customer experience or not.
The 3 reasons why focusing on health and safety leads to great customer service
#1 You’re more likely to attract returning customers and new visitors
When eventgoers have a great time and feel safe, they’re more likely to speak positively about their experience and return in the future. On the flip side, if people have a bad experience or witness something they perceive as unsafe, they’ll quickly spread the word to friends, family or through social media. This may have a lasting impact on the event’s reputation, as it can lead to a perception that event organisers aren’t committed to good service as they aren’t prioritising the safety of their customers.
#2 Continuity of event staff
Without a solid foundation of health and safety practices, event staff are at higher risk of on-site injuries. If a member of the team does have to take time off following a safety incident, organisers will need to replace them with someone new and potentially inexperienced. If it’s during the height of the event, the new team member may be thrown in at the deep end without in-depth training. This lack of experience and training can result in them not being able to provide the service that visitors expect and deserve. It’s much better to protect the existing event team with clear and effective safety policies, maintaining the continuity of service and delivering great customer experiences.
#3 If something does happen, it’s managed swiftly and effectively
Despite every event organisers best efforts, sometimes things happen whether it’s a slip, trip or an unavoidable scenario. Part of the duty of care of an event team is to not only try and prevent safety issues but to also deal with them effectively if they should happen. In this situation, the perception of customer service is directly impacted by how event teams dealt with incidents.
By including health and safety in your event planning from the very beginning, it will blend seamlessly into your plans and become second nature to your event staff. Your team will feel protected and equipped with the right knowledge and your customers will feel safe, relaxed and positive about the service they received.
If you’d like support with health and safety planning for your next event then get in touch with our friendly team today.