It is bound to happen even when you have tested everything. I am a big believer in always having a documented back-up plan and sharing that with the client in advance. Then- when the worst happens you need to be outfront immediately. Don't hide and don't make excuses. Focus on solutions and be present. After the fact, follow-up and debrief. There may be some good lessons for the future.

Always speak with the client and inform them of the problem in broad terms. Tell them they shall be kept updated on the progress. Have a team member designated to keep the channel open with the client but keep your bandwidth to handle the problem. It is important to balance the client’s anxiety while not taking your eye off the ball.

Transparency is key, but also make sure that there is ONE point of contact between your team and theirs—nothing worse that too many cooks in the kitchen when you’re already in a crisis.

First your homework should be completed before starting any task or event. And you should be prepared for any hiccups and technical glitches which is inevitable. When you and your team will be well prepared, you will be able to handle any situation which may occur.

Lorsque des problèmes techniques surviennent lors d'un événement, il est important de maintenir une communication claire et proactive pour minimiser l'impact négatif. Il faut informer rapidement, faire les mises à jour de manière regulière, avoir un plan en cas de crise et trouver des solutions alternatives

As experienced assistants, we know the importance of having contingency plans for every client event. If Wi-Fi drops, for instance, we ensure IT support is readily available to address the issue swiftly. The key is immediate, transparent communication with attendees—inform them of the hiccup, then keep the momentum going. Remember, everyone understands that tech can falter, but a proactive approach reassures clients and keeps the event on track.

Reach out to the client. Be clear on what the technical issues are and what your plans are to clear them up. Come up with with several scenarios and talk your client through them. Be honest, be direct and be clear.

Two simple things: 1) Just be friendly and communicative, however if you’re also the one trying to fix the problem, don’t talk too much, rather try to solve the issue. 2) Some clients expect you to talk to them a lot and distract you from actual troubleshooting, others think that you’re overreacting and seem stressed if you talk too much or too fast, some clients will think that you’re rude and uncooperative if you’re quietly fixing things. Good communication skills are to adapt your amount of communication to the client.