At Iconic Production we always try to assist and help the customer have an incredible experience from the very start of their enquiry to way after the product or event is finished.

If a customer asks for a date or a product and the date or product is

• Not Available
• No Longer Available or
• Unavailable

Do not let the customer the go.  Remember we try to make the customer experience Iconic in every way.

1. First try to offer them the next closest available date for them.  Try to offer them with at least 4-5 other dates.
   
   
2. If they don't like those dates then procced with the next step.
   
   
3. If this occurs, contact @event.managers or your Department Channel Supervisor on the appropriate SLACK channel and ask them for assistance.  While doing this, make sure you have put the customer on hold.  Speaking to @event.managers or your Department Channel Supervisor on SLACK they will ..
1. Check if the current production BIN can do an extra event on the day.
   
   
2. Check if another production team can be assigned for the customer.  Iconic has 8 BINs who work on multiple events of the different event / Stage Levels.
   
   
3. Check if there is a system error.

 

If @event.managers or your Department Channel Supervisor can assist the customer with the date, they will

1. Will notify you on SLACK if it is possible or any alternatives.
1. If it is possible they will Release or open up the date for an extra booking
2. If not, they will provide an alternative for you to offer to the customer.

 

The important thing to REMEMBER is NEVER say NEVER to a customer.  We are confident we can find a date for them or an alternative solution.