Pre-Event Preparation and Setup
The Pre-Event Walkthrough
A walkthrough is a viewing or physical tour of a given site or facility. There are various kinds of walkthroughs:
Pre-production walkthroughs occur prior to the event day and are used to gain an understanding of the space and the client’s expectations for the execution of their event vision.
Pre-shift or pre-event walkthroughs occur on the event day prior to the event and are used to ensure the client’s satisfaction for the execution of the event.
Post-event walkthroughs occur on the event day after the event to ensure the space is restored to its original condition.
Pre-event preparation and setup involves conducting a pre-event walkthrough. A captain leads the walkthrough, often with the client.
Best Practices for Conducting a Pre-Event Walkthrough
Before the Walkthrough
Schedule the walkthrough with enough time before the event to address any challenges or make any changes. If the walkthrough occurs on the day of the event, choose a location where the service professional team, the captain, and the client can meet. Bring all necessary documentation (e.g., BEOs, floor plans).
During the Walkthrough
Actively and empathetically listen to the client, clarifying their needs and acknowledging their concerns. Support and reassure the client using both verbal and nonverbal communication (e.g., body language, eye contact). Employ the H.E.A.R.T. approach to address any conflict or resolve any issues. Take notes and update any necessary documentation (if applicable).
After the Walkthrough
Provide the client with the opportunity to offer additional feedback or clarification. Summarize key points and action items referencing notes and the most recently updated documentation. Conduct a brief team meeting. Ensure service professional team members are aligned on client expectations and understand their responsibilities.
Reflect on the walkthrough process to identify any areas for improvement.