We've all been there – started working on an event with a client who wants the moon and the stars, but has a budget for something more down-to-earth. It can be a roller coaster of emotion to have so much riding on the event they've put in your hands: their reputation, investment, business opportunities, staff development – the list is endless.

How do we make sure we keep them happy and meet their needs, without over-promising and under-delivering? Stick to 4 basic principles to avoid major disappointments.

Be direct, but nurturing

Sugarcoating isn't productive. You may want to preface the conversation by asking for permission to discuss a tough subject. Be direct, but watch your tonality. Maintain a results-oriented conversation, ensuring that the goals of the event will still be reached despite the inability to achieve a specific expectation.

Never downplay their enthusiasm

While we want to be honest about what is possible, we never want to rain on their parade. Focus their enthusiasm on those things you are able to achieve, and remain positive about finding suitable alternatives for those things that may be out of reach.

Come prepared with alternatives

If option A is over budget, come prepared with option B, C and D. Provide assurances that if their top pick isn't going to be a reality, there are substitutions that will be equally productive, impressive, notable, etc. Give them time to decide on a new route, and allow them to grieve their original pick.

Get analytical

Simply telling someone 'it's not going to happen' may not be good enough for them. If they seem uncomfortable with the idea of giving something up, break it down for them. 'Detail people' will rely on your patience to help them understand exactly why or why not. Walk them through it slowly and focus only on the facts.

Keeping our clients happy is a priority, but not always an easy task. Being proactive in your communication is the key. People gain trust in those who are honest, positive, prepared and thorough. Become a trusted advisor to maintain long and repetitive business relationships.