Communicating event cancellation: from problem to opportunity
Posted: Sun Jan 19, 2025 7:19 am
Category: Customer services
Conversational Messaging , Event Management , SMS Marketing , Whatsapp Business
communicate event cancellation
Having to communicate the cancellation of an event is always unpleasant. Between unforeseen events, changes in plans and last-minute event cancellations, companies are put to the test in communicating these inconveniences to customers. Using mobile messaging channels such as SMS or WhatsApp , through the professional tools made available by a supplier such as Esendex, it is possible to carry out this task in the most immediate and effective way possible. In this post we give some useful operational suggestions for communicating the cancellation of an event via SMS or WhatsApp in the right way , in such a way as to keep customers tied to your brand, converting a problem into an opportunity.
With Esendex's SMS and WhatsApp Business messaging platforms , communications with your business contacts can be direct, easy and secure.
SMS SENDING: TRY THE PLATFORM FOR FREE
WHATSAPP BUSINESS: CONTACT US FOR INFO
Build a relationship before the emergency
Before focusing on how to communicate the cancellation of an event, it is useful to make a more general consideration regarding communications during a crisis. Communicating burma b2b leads correctly, simply and sincerely during a critical situation is crucial to get out of it, but the perception of your brand can still be negatively impacted. Furthermore, it is never easy to communicate difficult news, especially when you do not have a close relationship with the recipients of the communication.
However, a company has valid tools to respond to these two problems. As far as the corporate image is concerned, it is important for a company to be consistent with what it does and what it communicates. Transparency towards its customers also helps to manage a possible negative impact due to a crisis. As far as the purely communicative aspect is concerned, it is increasingly easier to communicate with those you know and with whom you have a solid and stable relationship. For this reason, implementing a conversational marketing strategy, through conversational messaging tools , will help companies to establish that personal and trusting relationship with their customers , which will be very useful in the event that you need to communicate in an emergency or a crisis.
Communicate the cancellation of an event to maintain strong customer relationships
Canceling sporting events, demonstrations or theatrical performances requires complex planning. This is why, thanks to targeted measures, companies will be able to deal with this situation. Below is a list of all the aspects to consider:
Respecting the company value
Be transparent
Arouse empathy
The forced cancellation of an event can thus be transformed into an opportunity to strengthen the relationship with your customer base and consolidate the perception of the brand's reliability.
Respecting the company value
Communicating the cancellation of an event in an emergency means not forgetting your corporate values. Informing the public on this occasion too, adhering to the ideals of the brand, in fact, is fundamental. On the one hand, to guarantee a stable relationship and on the other to maintain your credibility , even when the message in question concerns unpleasant events.
Crisis communication management is indeed a key skill to ensure your brand has the right perception in crisis situations. Managing the cancellation of an event in a professional manner will make the process as stress-free as possible for the user.
Ensuring transparency at the right time
When communicating the cancellation of an event, it is of primary importance to be direct and clear in spreading the notice . Avoiding to include the real reasons for the cancellation of the event could seriously damage the company image. For this reason, sincerity and timeliness will be highly appreciated in most cases .
As soon as it is established with certainty that the planned event will not take place, it is good to inform about the change of program. For this reason, communication via mobile messaging, such as SMS or WhatsApp , proves to be the right tool to spread the message in the fastest way, directly using an online platform such as that of Esendex , able to guarantee the best user experience and the best deliverability . Before rushing to write a communication, it is always advisable to take a moment to analyze the options and decide how, when and what is best to communicate .
Arouse empathy
Regardless of the nature of the event cancellation, it is necessary to take into account the commitment that the public has shown to be able to participate, in addition to the inconvenience caused to them. Providing clear and sincere explanations when communicating the event cancellation is essential to convey regret for the missed opportunity. Therefore, it will be effective to establish a WhatsApp conversation or adopt the SMS reception service or to allow the interested parties to respond in a simple way to the cancellation communication received, thus activating a direct channel between the two parties .
Another solution to remedy the economic hardship is to define a repayment plan . Choosing a practical way like a landing page to inform and speed up the repayment procedures is one of the best solutions. In fact, with a fluid user experience , you allow customers to interact in the best way with your brand.
What to write in the message
The first step in announcing the cancellation of an event is to draw up a list of key information to convey . The best way to do this is to try to empathize with your interlocutors , anticipating any questions they may have about the cancellation of the event.
Below we have collected some of the most common questions that an event cancellation communication should answer:
Is the event definitely cancelled or just postponed?
What are the reasons for the cancellation?
Is there already a new date or is it not yet available and will be communicated later?
How will further updates on this matter be communicated?
If the event is paid, what happens with the money already paid?
What are the options available (refund, credit for future event, other options) and the methods of providing the refund or credit?
If a new event is scheduled, will the customer's existing ticket be automatically recognized?
In case the new date is incompatible with the customer's availability, what options are available?
What does the customer have to do (call, fill out a form, send an email, wait to be contacted)?
If some aspects have not yet been fully defined, it is important to reassure that further information will be shared as soon as possible specifying through which channels.
Conversational Messaging , Event Management , SMS Marketing , Whatsapp Business
communicate event cancellation
Having to communicate the cancellation of an event is always unpleasant. Between unforeseen events, changes in plans and last-minute event cancellations, companies are put to the test in communicating these inconveniences to customers. Using mobile messaging channels such as SMS or WhatsApp , through the professional tools made available by a supplier such as Esendex, it is possible to carry out this task in the most immediate and effective way possible. In this post we give some useful operational suggestions for communicating the cancellation of an event via SMS or WhatsApp in the right way , in such a way as to keep customers tied to your brand, converting a problem into an opportunity.
With Esendex's SMS and WhatsApp Business messaging platforms , communications with your business contacts can be direct, easy and secure.
SMS SENDING: TRY THE PLATFORM FOR FREE
WHATSAPP BUSINESS: CONTACT US FOR INFO
Build a relationship before the emergency
Before focusing on how to communicate the cancellation of an event, it is useful to make a more general consideration regarding communications during a crisis. Communicating burma b2b leads correctly, simply and sincerely during a critical situation is crucial to get out of it, but the perception of your brand can still be negatively impacted. Furthermore, it is never easy to communicate difficult news, especially when you do not have a close relationship with the recipients of the communication.
However, a company has valid tools to respond to these two problems. As far as the corporate image is concerned, it is important for a company to be consistent with what it does and what it communicates. Transparency towards its customers also helps to manage a possible negative impact due to a crisis. As far as the purely communicative aspect is concerned, it is increasingly easier to communicate with those you know and with whom you have a solid and stable relationship. For this reason, implementing a conversational marketing strategy, through conversational messaging tools , will help companies to establish that personal and trusting relationship with their customers , which will be very useful in the event that you need to communicate in an emergency or a crisis.
Communicate the cancellation of an event to maintain strong customer relationships
Canceling sporting events, demonstrations or theatrical performances requires complex planning. This is why, thanks to targeted measures, companies will be able to deal with this situation. Below is a list of all the aspects to consider:
Respecting the company value
Be transparent
Arouse empathy
The forced cancellation of an event can thus be transformed into an opportunity to strengthen the relationship with your customer base and consolidate the perception of the brand's reliability.
Respecting the company value
Communicating the cancellation of an event in an emergency means not forgetting your corporate values. Informing the public on this occasion too, adhering to the ideals of the brand, in fact, is fundamental. On the one hand, to guarantee a stable relationship and on the other to maintain your credibility , even when the message in question concerns unpleasant events.
Crisis communication management is indeed a key skill to ensure your brand has the right perception in crisis situations. Managing the cancellation of an event in a professional manner will make the process as stress-free as possible for the user.
Ensuring transparency at the right time
When communicating the cancellation of an event, it is of primary importance to be direct and clear in spreading the notice . Avoiding to include the real reasons for the cancellation of the event could seriously damage the company image. For this reason, sincerity and timeliness will be highly appreciated in most cases .
As soon as it is established with certainty that the planned event will not take place, it is good to inform about the change of program. For this reason, communication via mobile messaging, such as SMS or WhatsApp , proves to be the right tool to spread the message in the fastest way, directly using an online platform such as that of Esendex , able to guarantee the best user experience and the best deliverability . Before rushing to write a communication, it is always advisable to take a moment to analyze the options and decide how, when and what is best to communicate .
Arouse empathy
Regardless of the nature of the event cancellation, it is necessary to take into account the commitment that the public has shown to be able to participate, in addition to the inconvenience caused to them. Providing clear and sincere explanations when communicating the event cancellation is essential to convey regret for the missed opportunity. Therefore, it will be effective to establish a WhatsApp conversation or adopt the SMS reception service or to allow the interested parties to respond in a simple way to the cancellation communication received, thus activating a direct channel between the two parties .
Another solution to remedy the economic hardship is to define a repayment plan . Choosing a practical way like a landing page to inform and speed up the repayment procedures is one of the best solutions. In fact, with a fluid user experience , you allow customers to interact in the best way with your brand.
What to write in the message
The first step in announcing the cancellation of an event is to draw up a list of key information to convey . The best way to do this is to try to empathize with your interlocutors , anticipating any questions they may have about the cancellation of the event.
Below we have collected some of the most common questions that an event cancellation communication should answer:
Is the event definitely cancelled or just postponed?
What are the reasons for the cancellation?
Is there already a new date or is it not yet available and will be communicated later?
How will further updates on this matter be communicated?
If the event is paid, what happens with the money already paid?
What are the options available (refund, credit for future event, other options) and the methods of providing the refund or credit?
If a new event is scheduled, will the customer's existing ticket be automatically recognized?
In case the new date is incompatible with the customer's availability, what options are available?
What does the customer have to do (call, fill out a form, send an email, wait to be contacted)?
If some aspects have not yet been fully defined, it is important to reassure that further information will be shared as soon as possible specifying through which channels.