CAST Academy · For partners
Event-day professionalism
Your client will forget most of what you said during planning. They will remember how they felt on the day. Event-day professionalism is what turns one booking into reviews, referrals and repeat clients.
The day before
- Confirm everything. Message the client or coordinator to confirm the time, address, contact person on site and your ingress time.
- Know the venue rules. Ingress and egress times, loading areas, parking, power outlets, and what's not allowed (like open flames or nails on walls).
- Prepare your team. Make sure every team member knows the call time, the dress code and who's in charge.
- Pack a backup. Extra batteries, cables, tools, tablecloths, serving utensils, whatever your service can't run without.
Arrive early
Arrive before your agreed ingress time, not at it. Traffic, parking and loading always take longer than expected. Arriving early gives you time to fix problems before anyone notices them.
When you arrive, introduce yourself to the venue staff and the coordinator. Let them know who your team leader is and how to reach them.
Work as one team
On the event day, you're part of a bigger team: the venue, the coordinator, the caterer, the stylist, the photographer, the host and everyone else.
- Follow the event-day schedule, and check with the coordinator before changing anything.
- Share space respectfully. Don't block other suppliers' setups or cables.
- Help where you can. A small favor for another supplier is often returned.
- Solve problems quietly. If something goes wrong, tell the coordinator, not the guests.
Look and act the part
- Wear clean, consistent attire. Your team should look like one team.
- Keep your phone use minimal and away from guests, unless it's for work.
- Don't eat or rest in front of guests. Ask the coordinator where your team can take breaks.
- Be polite to everyone, from the client's grandmother to the venue's security guard.
When things go wrong
Something always goes a little wrong at an event. What matters is how you handle it.
- Stay calm. Panic spreads quickly.
- Tell the coordinator right away, with what happened and what you suggest.
- Fix it, or offer the best alternative.
- Follow up after the event with the client, honestly and without excuses.
Wrap up properly
- Pack out on time. Respect the venue's egress time; overtime charges often fall on the client.
- Clean your area. Leave the space the way you found it.
- Thank the client and the coordinator before you leave.
- Settle the balance as agreed, with an official receipt.
After the event
Within a few days, send the client a short thank-you message. If you're delivering photos, videos or other files, tell them when to expect them, and keep that promise.
This is also the best time to ask for a review. A happy client is usually glad to leave one, but they need to be asked.
Quick checklist
- Confirmed time, address and on-site contact the day before
- Team briefed on call time, attire and roles
- Backup equipment packed
- Arrived before ingress time and introduced yourself
- Followed the event-day schedule
- Packed out on time and cleaned up
- Sent a thank-you and asked for a review
In CAST: check the event's Day schedule so you know exactly when you're on.