Tell me about a time when you had to problem-solve during an event. What was the situation and how did you resolve it?

Sample answer to the question

During a conference I organized last year, we had an issue with the catering service. They arrived late and didn't bring enough food for all the attendees. I quickly assessed the situation and decided to contact a local restaurant to provide additional food. I coordinated with the restaurant and they were able to deliver the food within an hour. I also apologized to the attendees for the inconvenience and assured them that we were taking immediate action to resolve the problem. The attendees appreciated our quick response and were satisfied with the additional food. Overall, the situation was resolved smoothly and the event continued successfully.

A more solid answer

During a conference I organized last year, we faced a problem with the catering service. They arrived 30 minutes late and brought only half of the ordered quantity of food, which was insufficient to serve all the attendees. I immediately informed the team about the situation and assigned one staff member to communicate with the catering service while I took charge of finding a solution. I contacted a nearby restaurant that we had previously collaborated with and explained the urgency of the situation. They agreed to prepare and deliver additional food within an hour. In the meantime, I personally apologized to the attendees, explained the situation, and assured them that we were working on resolving the issue. When the food arrived, I personally supervised the distribution to ensure all attendees were served promptly and efficiently. I also followed up with the catering service after the event to discuss the issue and prevent similar problems in the future. The quick resolution of the problem and the effective communication with the attendees ensured that the event continued smoothly without any major disruptions.

Why this is a more solid answer:

The solid answer provides more specific details about the problem, the steps taken to resolve it, and the impact on customer service. It also demonstrates effective vendor management and highlights the follow-up actions taken to prevent similar problems in the future. However, it could still be improved by discussing the impact on the event's success and how this experience showcases problem-solving and customer service skills.

An exceptional answer

During a conference I organized last year, we encountered a significant problem with the catering service. They arrived 30 minutes late and brought only half of the ordered quantity of food, which was insufficient to serve all the attendees. Recognizing the urgency of the situation, I immediately gathered the team and assigned one member to communicate with the catering service and gather all necessary details. While they were doing that, I took charge of finding an immediate solution. I quickly conducted a search of local restaurants that had the capacity to prepare and deliver a large quantity of food within a short timeframe. With my strong network of event professionals, I was able to contact a renowned restaurant, previously known for their efficiency, and explain the urgency of the situation. They agreed to prepare and deliver additional food within an hour. Meanwhile, I personally apologized to the attendees for the inconvenience caused, explained the situation, and assured them that we were taking immediate action to resolve the problem. I made sure to address any concerns they had and provided regular updates on the progress. Once the food arrived, I personally supervised the distribution to ensure all attendees were served promptly and efficiently. After the event, I conducted a thorough debrief with the team and the catering service to analyze the root causes of the problem and identify preventive measures for the future. This experience showcased my ability to think quickly under pressure, effectively communicate and coordinate with stakeholders, and maintain a high level of customer service even in challenging situations. The successful resolution of the problem ensured the overall success of the event and left a positive impression on the attendees.

Why this is an exceptional answer:

The exceptional answer provides even more specific details about the problem-solving process, including the quick search for local restaurants and the use of personal networks to find a solution. It also highlights the candidate's ability to effectively communicate with attendees and provide regular updates, as well as their commitment to continuous improvement through the post-event debrief. The answer clearly demonstrates the candidate's problem-solving, communication, coordination, and customer service skills. Additionally, it emphasizes the overall success of the event and the positive impression left on the attendees.

How to prepare for this question

Reflect on past events or situations where you had to problem-solve during an event. Think about the specific challenges you faced, the actions you took, and the outcomes.
Consider how you effectively communicated with various stakeholders during the problem-solving process.
Think about how you managed vendors or external service providers in the past, and any strategies you used to ensure their accountability and performance.
Practice articulating the impact of your problem-solving skills on the success of the event and the satisfaction of the attendees.
Prepare examples of how you have demonstrated customer service orientation in your previous event planning experiences.

What interviewers are evaluating

Event planning
Vendor management
Problem-solving skills
Customer service orientation