Accountability in event production begins with understanding what people have entrusted to us. At Icon Events, I start with the people in the room: why they are gathering, how the experience should feel, and which moments will stay with them afterward.
Those questions guide decisions about timing, flow, music, coordination, and production. Every element should support the experience and the memories people take home. That commitment also shapes what I expect from the suppliers I hire.
A recent memorial event brought that responsibility into painful focus.
When a production failure changes the memory
For this event, I hired a production supplier to provide services that included a video wall. The wall was central to presenting tributes honouring people who had lost their lives, allowing those gathered to share photographs, stories, and memories.
Approximately a quarter of the way through the memorial, the wall failed. The remaining tributes could not be presented as intended.
Other parts of the production worked, and I recognize their value. But the significance of this failure has to be understood in the context of why everyone was there. People had gathered to remember, honour, and feel connected. The failure interrupted an important part of that experience.
When equipment failure becomes part of the disappointment people carry away, it runs directly against everything I work to deliver. Meaningful reconciliation has to recognize that emotional impact.
My name was on the invoice
My name was on the invoice to the client. Ultimately, responsibility for making things right rests with me.
I chose the supplier. My client placed their trust in me, and they should be able to rely on me to handle the resolution. It is my business relationship and my reputation on the line. It may also mean contributing my own money toward a fair outcome.
I accept that responsibility because standing behind the experience is part of the service I provide. The companies I hire need to show the same commitment.
When a supplier brings in another provider, it still has a responsibility to the business that hired and paid it. Accountability needs to continue through the entire chain. The client should not have to navigate supplier disagreements while waiting for someone to take ownership.
Upfront payment carries a responsibility
In this case, the production supplier was paid in full before the event. I understand that advance payment supports real commitments, including staffing, equipment, transportation, and preparation.
It also means the person paying has fulfilled their financial obligation before seeing the service delivered. They are extending trust that the supplier will prepare properly, deliver professionally, and respond meaningfully if a serious failure occurs.
A request for meaningful compensation deserves the same attention and urgency as a request for payment. The person who has already paid should receive clear communication and a concrete path toward resolution.
Meaningful compensation should reflect the impact
There was an apology and a partial refund offer in this case. I acknowledge those steps. My concern was that the proposed compensation did not adequately reflect the impact of losing a central part of the memorial.
The discussion focused heavily on the amount attributed to the video wall and the value of other services delivered. Those considerations have a place in a fair assessment, alongside a clear, itemized explanation of the charges.
The event’s purpose must remain central. What was the equipment there to make possible? What could no longer happen when it failed? How did that affect the people who had gathered?
A screen showing background graphics serves a different purpose from one carrying memorial tributes. Understanding that difference is part of understanding the service we sell.
From my perspective, too much of the burden remained with me: managing the client’s disappointment, pursuing compensation, and determining what I would need to contribute myself. I expected a greater willingness to share that burden.
No financial adjustment can recreate the memorial. Meaningful compensation can acknowledge the seriousness of what happened and demonstrate a willingness to accept a fair share of the consequences. That is an essential part of reconciliation.
What clients should expect from event professionals
Equipment can fail. Preparation, testing, experienced people, and contingency planning matter, but live events still involve uncertainty. How a company responds afterward tells me whether I can trust it again.
Clients should be able to expect:
- Clear ownership: a named person who manages the resolution and coordinates the suppliers involved.
- Prompt communication: an honest acknowledgement, regular updates, and clear next steps.
- A fair assessment: consideration of both the services delivered and the effect of what failed.
- Meaningful action: an appropriate contribution toward putting things right and an explanation of what will change.
These are the standards I expect of myself and the businesses I hire. In this case, the failure and the handling of the resolution have cost the supplier my future business.
I also believe in sharing honest, factual experiences with other professionals. Being clear about what was promised, what failed, and how it was handled helps others make informed decisions and protect their clients.
Accountability is part of the experience we promise
A celebration, a milestone, or a memorial may represent months of preparation and an opportunity that will never come again. Our responsibility includes understanding that significance.
For me, accountability means staying involved when the experience falls short, listening to the client, communicating clearly, and working toward meaningful reconciliation.
My name was on the invoice. I will continue to own my responsibility to the client. I expect the companies I hire to stand behind their commitments with the same care, because the memories left in that room matter long after the equipment has been packed away.
By Luka Miller, founder of Icon Events, serving Niagara-on-the-Lake, Niagara Region, Hamilton and destination events worldwide.