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* A Mari Usque Ad Mare
8 The Devil is in the Details
Ten industry professionals share their experiences and insights for planning a near-perfect event.
Publisher’s Note
Pareto’s Law or the 80 / 20 rule
17 Food for thought
Poetry for busy planners
21
This law states that 20% of the causes create 80% of the problems. For example Microsoft noted that by fixing the top 20% most reported bugs, 80% of the errors and crashes were eliminated. In business The distribution is claimed to appear in several different aspects relevant to planners, entrepreneurs and business managers. For example:
Stop spending! In his first in the series of articles, Nicolas Richard explains how to move from the expense perspective to value-added perception of a corporate event.
22 Top Tips for Successful Networking
Sharon Worsley talks about networking - a challenge to be reckoned with and an art to be mastered.
24 The value of face to face How
do you measure your success of a face-to-face meeting with a customer at a trade show? Our trade show expert Barry Siskind explains.
• 80% of your profits come from 20% of your customers • 80% of your complaints come from 20% of your customers • 80% of your profits come from 20% of the time you spend • 80% of your sales come from 20% of your products
PLANNER
• 80% of your sales are made by 20% of your sales staff
THE
By applying this rule, the last 20% of details when planning an
A monthly digest to inform and enlighten meeting and event planners
event will contribute to 80% of an event’s success! The smaller details are often what take the most time and what people seem to remember the most. Therefore, planners strive not to forget
P ublisher Michel Geoffroy, CMM mg@theplanner.ca E ditor Dana Gonciarz, MA dgonciarz@theplanner.ca
Amber Jackson ajackson@theplanner.ca
the details. In order to help you, we’ve asked 10 planners with
S pecial P rojects
numerous years of experience to share their tricks with you.
S ales info@theplanner.ca
G raphic A rtist Matthew Riopel mriopel@theplanner.ca C irculation Patricia Lemus circulation@theplanner.ca
So don’t forget those details and you’ll be guaranteed great events in 2013. Best wishes, Michel Geoffroy, CMM
C ontributors Michael Caplan, Daniela Caputo,
Jyl Ashton Cunningham, Chareen Dias, Audrey Esar, Karen Garscadden, Karoline Labelle, Marilyn Lazar, Sarah Lowis, Callie McInroy, Heather Milliken, Nicolas Richard, Barry Siskind, Frédéric St-Germain, Helen Van Dongen, Sandra Wood, Sharon Worsley
A ddress
2105, de la Montagne, suite 100, Montreal, Québec H3G 1Z8 Telephone: (514) 849-6841 poste 315 Fax: (514) 284-2282 Your comments are appreciated: info@theplanner.ca
The Planner is published ten times a year. Poste-publication No. 40934013
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PLANNER 3
The
With the year 2012 already well behind us and our first issue of 2013 in your hands, it is the best time to thank all those who supported The Planner
Here is also our chance to thank our advertisers who, with their con-
during the past year. Our gratitude goes to all the contributors, who are
tinued trust and financial support, allow us to publish our magazine.
event planners or industry suppliers themselves, yet took the time from
Without them, The Planner would not see the light of day.
their busy schedules to share their knowledge and experience with you - our readers – through their articles.
Actimax
Le Méridien Versailles
Action 500 Carting & Paintball
Le Skis Doux
Émilie André
François Lanouette
Arbraska
Les Brasseurs du Temps
Jyl Ashton Cunningham, CMP
Dominique Lavoie
Argos
Les productions Maximum
Marilyn Bali
Marilyn Lazar
Aventures Plain-Air
Lindsay Internationale
Marie-Josée Béliveau-Crevier
Carole Leduc
Best Displays and Graphics
L’Oratoire Saint-Joseph du Mont-Royal
Marie-Hélène Boisvert
Michael McAteer
Best Western Plus Saint-Jérôme
Marriott Residence Inn - Montréal
Wendy Bradley
Nicolas Médieu
Bravo Location
Centre-ville
Line Branchaud
Juli Meilleur
Bureau des congrès Alma Lac-Saint-Jean
Meetings and Conventions PEI
Paule Brisson
Hélène Moberg
Canada HBS
Metro Toronto Convention Centre
Michael Caplan
Natacha Monette
Casino Mont-Tremblant
Momentum 2012
Daniela Caputo
Stéphane Parent
Centre CDP Capital
Montréal Marriott Château Champlain
Daniel Craig
Samy Rabbat
Centre de commerce mondial
Musée canadien de la guerre
Danielle Crête
Steve Ross
Centre de conférences Gelber
Musée canadien des civilisations
Bruno Daigle
Marc- André Routhier
Centre de conférences Le 1000
Musée McCord
Louise D’Amours
Heather Schidlowsky
Centre des sciences de Montréal
Mybadges.com
Alice Dawlat
Diane Senez
Centre Mont-Royal
Office du tourisme et des congrès de
Marie-Claude Dufour
Barry Siskind
Charlotte Lefebvre
Saguenay
Damien Duval
Rachel St-Amand
Chef en Vous
Palais de congrès de Montréal
Audrey Esar
Nathalie Thibout
Club de golf de l’île de Montréal
Parc Jean-Drapeau
Clinton Farley
Tony Wagner
ClubMed Business
PM Event Services
François Gadbois
Vittoria Wikston, CMP
Cosmos image
PMG Groupe Plaza Management
Stacey Hanke
Sharon Worsley
Domaine de Rouville
Productions Éric Cantin
Véronique Hébert
Philippe Wouters
Domaine Royal Laurentien
Québec ville et région
Charlotte Jewczyk
Heidi Zinn
Fairmont Le Château Montebello
Ramada Plaza Le Manoir du Casino
Fairmont Le Manoir Richelieu
Renaissance centre des congrès et
Fairmont Le Reine Elizabeth Montréal
banquets
Francis Beaulieu Traiteur
Samajam
Golf Atlantide
SBI Audiovisuel
Hôtel Le Chantecler
Service de bar Joe Amar
Hôtel Le Crystal
Signature Invitation
So, thank you Alice Dawlat, for establishing our presence in the Social Media
Hôtel Manoir Victoria et Manoir Saint-
Stagevision
and thank you Carole Bourinet, for building lasting relations with new clients.
Sauveur Centre de Congrès
Studios Imasun
We also extend our appreciation to Dana Gonciarz for ensuring the integrity
Hotel Spa Watel
The Briars Resort Spa & Conference
of the printed information, to Amber Jackson, a LaSalle College graduate,
IMAX Telus
Centre
for injecting us with her endless supply of energy, and to Patricia Lemus,
InterContinental Hotels Group
The Sony Centre
for keeping up to date our subscriber lists; to Rhoda Diputado for patiently
Karina Club Lounge
The Westin Nova Scotian
preparing each mailing of the magazine, and to Matthew Riopel, who, issue
La cuisine spontanée Traiteur
Tourisme Laval
after issue, is constantly improving the graphic quality of the The Planner.
La Tour CN
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Le Diplomate, spectacles, événe-
Urbann Produits de prestige
ments, audiovisuel
Vignoble Rivière du Chêne
Le Flag Shop
Yukon Convention Bureau
Le Hilton Montréal Bonaventure
Zenith Team Building et Casino Bluff
Without their dedication and commitment to excellence, The Planner would be nothing but another magazine filled with pretty pictures and useless content. Needless to say, we would not be where we are without a dedicated team, which in 2012 allowed us to move forward by developing new ideas and creating new services.
Last but not least, we must mention our suppliers who are as committed to The Planner as our employees: Julie Brazeau from Imprimerie Dumaine, Fabrizzio Minchela from Konica Minolta, David Cox from WordsWrittenWrite, Lise Lafrance from Traduction Lise Lafrance as well as Anthony Braithwaite and Sergio Szwarcberg.
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Volume 11, No. 01
for your info
5
Ways
to Reduce Stress A good night’s sleep, great sex, and maybe a different mother-in-law. Yep. Great stress busters. But when you need to reduce stress fast, try the following:
Laughing At Jon Stewart’s lines “Cracking up relaxes your blood vessels and increases blood flow” - the opposite of what happens when you’re tense - so you can reduce stress in a hurry.
Inhaling Not that! Try the scent of roses. They, along with lavender, basil, orange, grape, mango, and lemon, contain a compound called linalool, whose scent reduces anxiety.
Chewing gum Quietly and discreetly, please. A study of more than 2,000 workers found lower levels of stress in those who chewed gum. The caveat: The research was funded by a gum company. But if it works for you, do it.
Drinking black tea While men who regularly drank black tea still responded to stress, their bodies calmed down and reversed the physical responses to stress faster than did guys who drank fake tea.
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Try a chi-gong move Chi-gong (qigong), a 2000-year-old series of calming movements and breaths, teaches you how to breathe correctly - from a point 2 inches below your navel. Ideally, do all of the moves regularly. But to sap stress right now, try this one: Stand and focus on a point on a wall, with your chin parallel to the ground. Inhale as you turn your head to the right, and exhale as you come back to the middle. Repeat to the left.
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for your info
Throw away negative thoughts?
What Canadians Want from the Boss In the year ahead, staff would like bosses to pay more attention to them, and to be more explicit about their expectations. A Bank of Montreal survey of 1,000 working Canadians across the country asked respondents to suggest a New Year’s resolution for their boss. Topping the list, at nearly one-quarter of responses, was that bosses should listen more closely to their staff. The second-most popular suggestion was for managers to communicate their instructions - and performance expectations more clearly. As for their own resolutions, 24 per cent of workers said they intend to be more productive in 2013. Nearly one-quarter said they had made and achieved the same resolution last year. Twenty-three per cent said they intend to learn a new skill in the next 12 months.
Psych Central reports that, in a recent study, researchers found that when people wrote down their unwanted negative thoughts on a piece of paper and then threw the paper away, they mentally discarded the thoughts as well. The new study also found that people were more likely to use their thoughts when making judgments if they first wrote them down on a piece of paper and put the paper in a pocket to protect it. “However you tag your thoughts - as trash or as worthy of protection - seems to make a difference in how you use those thoughts,” said Richard Petty, PhD, co-author of the study and professor of psychology at Ohio State University. “At some level, it can sound silly. But we found that it really works. By physically throwing away or protecting your thoughts, you influence how you end up using those thoughts. Merely imagining engaging those actions has no effect.”
Best Destination in Canada Readers of noted travel trade publication Travel Weekly voted Vancouver the best destination in Canada. Every year, the magazine invites its core readership of accredited U.S. travel agents to take part in the Readers Choice Awards. During a multi-round voting process, ballots are cast for national and international travel suppliers that include destinations, airlines, tour operators, cruises and theme parks, with winners considered to represent the best the industry has to offer. The awards are widely recognized as reflecting the professional opinion of agents who are not only avid travellers themselves, but also hear feedback every day from thousands of American consumers.
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“This time of the year is a great opportunity to reflect upon the year’s performance, both as an individual and as a member of a team,” Steve Murphy, BMO’s senior vice-president of commercial banking, said in a statement. “These insights and assessments can serve as a good foundation for turning well-intended resolutions for the year ahead into measurable and achievable goals for the new year.”
Double double on generosity On a recent December morning, as drivethrough customers at a Tim Hortons in Winnipeg waited to pay for their orders, a strange thing happened. The drivers in the car ahead of them picked up their tabs. That simple act of generosity wasn’t unheard of in the Prairie city. In fact, last fall, Maclean’s revealed that customers at various coffee shops across the city were being surprised by random acts of coffee charity, a story that quickly went viral and was picked up by news sites worldwide. This time, however, the generosity became infectious. Car after car, customers kept pouring it forward, and what might normally involve one or two free beverages became a three-hour phenomenon. By the time it was over, 228 patrons had paid for a stranger’s coffee and donut. The endless flow of freebies caught restaurant staff off-guard, but then a manager started keeping count as the tally reached into the dozens, then hundreds. “This sort of thing happens quite frequently where one of our guests will buy a coffee for another,” said Tim Hortons spokesperson Michelle Robichaud. “But we’ve never seen something of this magnitude.” It’s still not entirely clear why this wave of generosity has caught on so strongly in Winnipeg, though, as Maclean’s did point out in their original story, the province enjoys the nickname “Friendly Manitoba”. Of course, all good things must come to an end and the chain was broken at 229.
Volume 11, No. 01
hotel news
Hilton Launches
World’s Tallest Hotel
Mattress Recycling Program
H
ilton Worldwide announced a new mattress recycling program in coordination with the installation of new Serta mattresses and box springs. Available immediately across all brands in the U.S., the program will recycle approximately 85 percent of the hotels’ mattresses and box springs into various products rather than being diverted to a landfill. “Our hotels have purchased more than 50,000 mattresses in the past two years in the U.S. alone,” said Randy Gaines, Vice President, Engineering Operations for the Americas at Hilton Worldwide. “This program presents a
great opportunity for our hotels globally, offers a cost savings to owners and underscores Hilton Worldwide’s commitment to further reduce our waste output.” In partnership with DH Hospitality, mattresses will be recycled into other products, including: • steel springs: tools, automobiles, construction materials • wood: tempered flooring, particle board shelving and a variety of pressed wood products • cotton fibers: oil filters, mats and stuffing • quilt scrap: carpet padding
Congratulations to Air Canada Vacations for Supporting Charitable Causes Air Canada Vacations recently participated in charitable causes through its Destination Green committee. Boxes of school supplies were shipped to the Sandals Foundation in the Bahamas and in Jamaica at the end of December 2012. Collecting a total value of over $6,600 in items, employees from the Toronto and Montreal offices purchased and donated new and used school items to benefit students and children in the Caribbean. A second initiative began with a call for donations of blankets for the homeless. Raising over $1300, the blankets purchased and donated will be divided between two organizations: Dans la rue in Montreal and Eva’s Initiatives in Toronto.
Fancy a night in the clouds? The JW Marriott Marquis Hotel Dubai has been recognized by Guinness World Records as the tallest in the world. At a height of 355 metres from ground level to the top of its mast, the towering hotel is only 26 metres short of the Empire State Building in New York. Spread across two 77-floor twin towers, each with 804 rooms and an array of 14 restaurants, bars and lounges, the hotel fills a need in the region for largescale conventions of up to 1,000 people. “Dubai is a city of superlatives and the JW Marriott Marquis is an outstanding addition to its iconic skyline,” said the hotel’s general manager, Rupprecht Queitsh.
One King West Hotel & Residence Releases Mobile App On-The-Go Concierge Services At Your Fingertips One King West Hotel & Residence, a Toronto-based hotel recently released its own mobile application to provide visiting guests with a convenient platform to take advantage of the hotel’s services. Together with MConcierge, a software developer specializing in mobile cross-platform applications for the hospitality industry, the One King West app remotely taps into the services that have traditionally been fulfilled by the front desk or concierge. Functionality of the app includes access to hotel amenities and services such as scheduling housekeeping, ordering room service and setting wake-up calls; locating the nearest attractions and food & drink establishments in the city, while also allowing guests to check their bill or request to extend their stay.
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As One King West continues to elevate its guest experience to maintain a competitive edge in the industry, the app serves to supplement the full-service offerings of the hotel by appealing to the tech-savvy traveler. The available app is currently compatible with iPhone 3GS, iPhone 4, iPhone 4S, iPod touch (3rd generation), iPod touch (4th generation) and iPad, and requires iOS 4.3 or later. Android, BlackBerry and Windows Mobile users can also access the app via onekingwest.mobi.
PLANNER 7
The
The Devil d e ta i l s
is in the details
We asked meeting professionals: How do you plan the details so that nothing is forgotten during one of your events? Here are their answers...
Make a list and check it twice (or three times, at least) Organize vendors list and contacts Have a complete time line for the day and who is responsible for what Work as a team, think of the project like lego blocks, what is the foundation, and how do we build...logical sequence of events Co-ordinate ahead of time all the anticipated details and leave room for last minute judgement. Assume things always take longer and leave a little time to tweak COMMUNICATE...keep everyone informed and on track ANTICIPATE...what should happen, what COULD be the pitfalls or challenges EXPERIENCE...build on past experiences to prepare yourself for new challenges Don’t assume anything, check and check again!! BIG IDEAS...little details Karen Garscadden, “G”, has a background in recreation leadership and began her career working on community events and programs. She launched UP & COMING EVENTS which produced award-winning events for 22 years. She now operates independently as KAREN G EVENTS, co-ordinating social, corporate and gala events, as well as high-end weddings. Solid communication skills enable her to build relationships with both colleagues and clients. She is a leader and a mentor to many in the industry and acts as a guest lecturer in the field.
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My name is Karoline but you could call me Dora, as in Dora in Finding Nemo. Why? Because my memory is just as bad. Yes, I have a very bad memory and being the detail oriented person I am, it makes things more complicated. But I get around. How? Over the years, I have had to be creative and develop some tricks. I love details and when planning an event, I always make sure I have a clear vision of it in my head; I imagine it and rehearse it over and over again and I slowly go through every step to anticipate what might be needed. And along the way I take notes of every single detail. EVERYTHING. Then my challenge is to remember all those details... So... I take notes, lots of them: on my Smartphone, on virtual post-its in my computer, in my event folder, on a note pad in the car, everywhere. I send myself reminder e-mails, I record voice messages and I set pop-ups on my i-phone. Then, once my day is done, I transcript all those notes and make one master list that I carefully place in my event folder. That list follows me everywhere and I return to it constantly before, during and even after the event. It has been a proven - very efficient - method for me... I love details and I realized over the years that I was great at noticing and handling them because I have eyes everywhere: I see and analyze everything and I have a clear vision (foresight) so I can anticipate needs and problems (most of the time). All these things help. But most of all, I have great passion. I care. I love planning events and I do it, yes, to help out and please the client, but mostly I do events for myself, to have fun, to surpass myself and to feel involved in something great. Already at the age of 5 Karoline was planning parties for her teddybears, garhering them in a circle and serving them canapes - crackers with toothpaste on top - yum(!) Event planning was part of her daily activities and today, 35 years later, it is still a great passion as she continues to put together various events as a freelancer. She went from teddybears to specialising in the music, fashion and the beauty industry. Last year, one of her long time dreams came true as she was offered teaching positions in event planning and communications in English at LaSalle College and French at l’Ecole du Show-Business. Karoline Labelle, 514.996.5276 karolinelabelle.com
Volume 11, No. 01
d e ta i l s
There's really only one tried-and-true way to plan an event, whether it's corporate or personal, so that nothing falls through the cracks, and that's having checklists. A checklist will ensure that no detail is overlooked and can even help you to improve your planning skills over time. There are three main checklists you should have for an event: • Checklist for planning the event • Checklist for executing the event • Checklist for after the event It's vital to document all of the aspects of your event from pre-planning to the post-mortem - you'll likely find yourself referring to these notes throughout the organizing process and even once you've moved on to other events. The main areas you want to include in your checklists are the following: • The theme and reason for the event • Promotion of the event • The date(s) • How many people and who these people are (who are you planning this for?) • The venue • Catering: Food, drinks and bar, and any special requirements that need to be adhered to such as allergies • Entertainment: DJs, music, or entertainment "acts" • Decor: Flowers and rentals • Transportation (if this is needed) • Accommodations (if this is needed) • Permits • Staffing: Include everyone, from servers and bartenders to speakers and workshop leaders • Activities (before and after the actual event) • Budget • To-dos for setup and tear-down You'll want to create a sample agenda and distribute it to everyone prior to the event so that you can collaboratively ensure that everyone's on the same page and nothing has been overlooked. After the event, it's imperative to evaluate certain aspects of the planning process. This would include success rate, costs, what could have been avoided or done better, and the overall return on investment. For corporate events, consider giving attendees an evaluation form to get valuable feedback. Daniela Caputo. Over nearly three decades, Daniela has become an event planning authority for her wealth of experience and expertise. She teaches event planning at Lasalle College, and is a speaker for a number of school boards.
www.theplanner.ca
They say the “devil is in the details” and nothing can be more true for any meeting planner. Whether you are walking into a full service convention centre or using an unconventional space such as a high school to hold your meeting, remembering the details can make or break your event. So how do you ensure that everything from microphones to kleenex is covered? It boils down to four main things. 1. Think chronologically, “pre-meeting” “during meeting” and “post meeting”. Walk through the meeting and visualize in chronological order the steps you will take to deliver that event. As you do this, be sure not to just think about things from the planner’s perspective, see yourself as a delegate and what you will need. For example, will you want to know where the washrooms are? As a planner you’ll what to ensure the washrooms are clearly marked and if they aren’t, you’ll need to make some signs. Thinking chronological, on both sides of the equation will serve you well in covering off so many details. 2. Make lists of all the details - These can be as comprehensive as you want and assume nothing. Remember, it’s your tool to help you and it’s Ok to be dependent on it. There are so many things to remember it’s impossible to remember it all, even the most seasoned planner will forget something. Think about succession planning, in case you can’t deliver the event, be sure the next person can understand your list. 3. Next steps is to create charts and delegate. Documents such as function sheets, critical paths, volunteer schedules should all address the details in your list and spell out how to deliver on them. Delegating ensures you’re not the only one who has to think of everything, get help where you need it to cover all the bases. I put a huge amount of detail on my function sheets, everything from food guarantees to shuttle bus schedules. I do this because it means I have one comprehensive document to look at and I’m not flipping through different lists where I run the risk of missing something and I can hand that document over to someone to run with it if I delegate them the responsibility. 4. Document as you go. It’s incredibly busy at your meeting and hard to find any time to make notes to help you in the future. But take the time to keep notes of what went well, what didn’t, what can you improve upon and even what isn’t necessary. Hold debriefs with all the stakeholders to get their insights as well and review the evaluations your delegates provided. Their perspective can be completely different from yours, but their input is valuable. Glean from these, go back and update those lists and charts and let the cycle start all over again. Follow these steps and you’re well on your way to covering off the details at your event. Take comfort in knowing that forgetting something happens to all of us, don’t beat yourself up about it, learn from it and be sure you put it on your to do list for next time. Sandra Wood, CMP Manager, Annual Meeting Canadian Medical Association
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d e ta i l s
When a new event arrives on my desk, I generally start by developing the budget. Working through the line items ensures I think of all the major categories (e.g. travel, meetings space, guestrooms, food and beverage, audio-visual) and the first-level detail in each. Next, fleshing out the critical path highlights others (vendors, participants, my marketing colleagues) who will undoubtedly contribute details to the final plan. Ultimately, it’s the program agenda that drives much of the to do list. Once it’s roughed out, I consider the experience from the participant’s point of view. I walk through their event experience, from receipt of the save-the-date or invitation, through registration, preparation for the event, and each element of the onsite experience until they return home with the event behind them. It’s easy to remember the big things (ordering meals, making name badges, hiring speakers); the participant view should highlight questions the answers to which help catch the minutiae. For example: Will the participant travel to the event? • Who books/pays for the air? • Are special bag tags needed? How will they be distributed? • Are ground transfers required? At home? At the destination? In each direction? • Should travelers take medical precautions before leaving home? Vaccines? first aid supplies to pack? • Are there rules around passport expiry dates? Is a visa required? Arrival at the hotel • How will you welcome participants to the property? • Where should they go first: hotel front desk, or event registration? What does that mean for your signage requirements? • Wll there be line-ups? Can you avoid that? Make it less annoying? • Do you want participants to receive anything upon check-in? Collateral? Branded keys? Amenity? Using this level of detail at each step in the process ensures I don’t miss a thing. Helen Van Dongen, CMP, CMM is National Director, Event Management at KPMG. She leads a team responsible for more than 150 events each year. Before joining the firm, Helen served in leadership roles at RBC Capital Markets, Deloitte, and the Canadian Society of Association Executives (CSAE). She has more than twenty years’ experience in planning and delivering high-level meetings across Canada and around the world. Helen co-edited “Meetings & Conventions: A Planning Guide”, the most widely used meeting management textbook in Canadian universities and colleges, and has served on the faculty of multiple international industry conferences. Helen has served as Chair of the MPI Foundation Canada Board of Trustees. She has taught the CMP Exam Review at MPI’s international conferences, has facilitated for PCMA’s Canada East Chapter, and continues to be sought after as a presenter and panelist at industry events.
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We all have line-item templates to help us take control of the common details. What about the details which are unique to each event? Here’s a strategy that is popular with many event planners and meeting producers. Walk it though, in your mind. Absorb the entire experience from every angle. Write down what you see and hear. What’s the feeling at that moment? How does it change as you continue your journey through the event. We use a Scenario (or Show Flow) for parties and a Cue Sheet for meeting productions to track the details related to the stage action, screen visuals, lighting, and sound. Then I hand it off to someone way better than me at logistics to create the “Run Sheet”. That’s our play by play that covers everything, including the loadin/out and set-up schedules. Use whatever template works for you to get everyone on your expanded event team to know exactly what they have to do and when they have to do it. Get your scenario and cue sheet started early, label it V1 and share it with everyone critical to the process. Invite feedback. Revise and send off V2 with the date. Repeat. Make sure everyone is always on the same Version (just because you emailed it doesn’t mean they got it). We like to joke about how many versions we might go through until the “FINAL”… a euphemism for “as of now”. Ultimately, a variety of ever-evolving detailed lists are the right tool to synchronize your team for whatever type of event you are producing. These tools allow everyone to take ownership of their moment to deliver a seamless experience for the ultimate benefit of your client and their audience. Michael Caplan is the founder of Sensix Communications & Events. Widely regarded as an expert in the creation and production of world-class meetings and events over the past 30 years, he has been honoured as Canadian Producer of the Year and has consistently led his team to many STAR and Special Event Gala awards.
Volume 11, No. 01
d e ta i l s
Meetings gone badly, ones we have actually experienced, others we have only heard of, the stuff of urban legends. It only takes one thing to go wrong at a meeting, be noticed and talked about to derail careful and meticulous planning. I am still haunted by a jammed slide in a slide tray 15 years ago at a major cardio vascular association meeting. The presenter had insisted on loading the slides himself. I let him do it because he was a difficult man. He was halfway through his presentation when the slide jammed. He clicked and nothing happened. It was an agonizing two minutes of silence as we scrambled feverously to fix the carousel. I will remember it always, the presenter standing there helplessly, the client staring right through me. Think about the number of times you have attended meetings and something went wrong with the audio visual: you cannot hear the speaker, the power point slides are not focused on the screen, internet connections malfunction, the list goes on and on. Then you line up at the buffet table for lunch, but by the time you inch your way through the line, there is little left to choose from that appeals to you. The meeting is over, you have said your goodbye and now you wait in line at valet parking for 20 minutes waiting for your car. Here are four simple tips I have picked up over the past 15 years, by watching what others do well, and learning the hard way from my own experience when things go wrong. 1) Never assume. Do not assume something will be done just because you mentioned it in passing. Request everything in writing and ask your recipients to confirm receipt by return email.
2) You have to rely on your meeting partners to work together with you. Do not try to do it all by yourself. Choose your partners carefully based on their reputation, professionalism and service. Know who you are working with. Ask for references. When you do not have a choice who your partners are, take the time to communicate with them to let them know what your objectives are for the meeting. 3) Listen to what your clients and attendees are telling you about what they want from their meeting experience. Understanding their meeting expectations will help you provide an optimal meeting environment. If they are expecting a wow experience with great food, music, networking opportunities then you need to figure out how to make it happen. 4) There will always be issues at your meeting you need to address. The key for me is to identify in advance what they are and create scenarios on how to manage these challenges successfully. Heather Milliken, CMP. Since 1997, Heather Milliken has been Director of Medical Meetings for Montreal-based Snell Medical Communication. She has organized and managed a wide range of events throughout Canada, the United States and most of Europe. Heather has also trained and developed many personnel in all functions relating to meeting planning and execution. She has been a member of MPI Québec since 2003, and has been Vice President of Education since 2008, and has also served as a member of the MPI Canada Foundation. Heather is a guest-lecturer at John Abbott College where she speaks on the intricacies of industry contracts. Heather holds a BA in Psychology from York University.
Ask any planner what they consider to be the most important factor in a successful event and one word comes to mind, “Details”. It’s kind of like being on a diet and writing down everything you eat and drink each day. Seeing it written down makes you think, validates the process and just makes things work better.
• Double check that your suppliers have all of your contact information, so there is no excuse for them not reaching you.
Follow these simple suggestions for keeping your details accurate:
There are reasons you still see a successful planner running around with a clipboard and a pen behind one ear. Yes, tablets are moving in, but they can still be lost, they break when you drop them and they cost a lot more than a clipboard. There is nothing quite so satisfying as crossing off the day’s details with a red pen and moving the paper to the back of the carefully clipped stack of important things to remember. Having the paper there when an authorization signature is needed, or when scribbling a hasty note to a suddenly changed itinerary is required, just makes sense to the detail oriented planner.
• Have someone else check over your timings, names and addresses, contact numbers, rooming lists and room allocations, audio visual orders and menus. It’s amazing what they can see that you have missed. • Confirm everything you have planned 24 hours before it takes place. • Have two copies of contact numbers with you at all times, one in your mobile phone and one in the hard copy of the itinerary. • Copy and paste information from supplier contracts and itineraries into your schedule of events. Retyping details can lead to embarrassing mistakes.
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• Be prepared for emergencies and the unexpected and have a Plan B at all times.
Jyl Ashton Cunningham, CMP is owner of JAAC Meetings & Events By Design. Jyl welcomes your comments and can be reached at info@jaacevents.com
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d e ta i l s
Work the Plan: In Preparation for a flawless finish When it comes to event planning, the law of the jungle is to expect the unexpected. Even the most seasoned planner will inevitably encounter a host of unanticipated details ranging from minor hiccups to downright game changes in the final hour of any event. But, what separates the pro from the fresh-faced dear-in-headlights newbie is thorough and meticulously detailed preparation far in advance of ‘day of’. Knowing that you’re ready for anything allows you to react and adjust to changes quickly and give off that duck on water confidence every planner covets. Generously apply these industry commandments to your next event plan for a (seemingly) flawless finish: Build Your Framework The secret to being organized? Using the right tools. Start by developing a system that works for you and ensures all event details are kept up to date and at your fingertips. Today’s technology provides a host of software & mobile apps to keep each of your events on track, but a good old-fashioned binder with tabs can work just as well. Begin tracking details from your first client meeting, and update each time you work on the file. Make a List Visualization can be a powerful organizational tool. Start by picturing “day of”, then develop a work back plan. Envision exactly what you (and your client) want the event to be – look, feel, taste, smell, and sound. Compile the details and create a master ‘To Do’ list working backwards from event day.
How do you plan the details so that nothing is forgotten during one of your events? You need more than a to do list and a great memory. You need the ability to ignore the “non essential time sensitive” stuff for as long as it takes to focus on the “essential non time sensitive” stuff. All sound familiar? It should, as Steven Covey says it in the third habit “Put First Things First”. In the world of conference and event management, focusing on the “essential non time sensitive” stuff means taking the time to prepare a timeline outlining what needs to get done when and by whom as your first step. Your timeline is working document evolving all the time that doesn’t sit in a file somewhere. It is referred to on a weekly basis and is the source from which more detailed plans are created for the various areas of responsibility like sponsorship, marketing plan, registration, production and onsite management. And because no one person is an octopus, you surround yourself with an amazing team empowered to have ownership in their area of expertise. Regular team meetings reviewing the timeline, what needs to be changed, added and done next ensures everyone is on the same page and going in the same direction. So, when event day comes, you are bored with very little to do! Sarah Lowis, CMP, CMM President Sea to Sky Meeting Management Inc. Sarah is the founder and President of Sea to Sky Meeting Management Inc., an award winning company founded in 2001 providing association, conference, and event management services to associations and organizations around the world.
Categorize your list in chunks of time (12 months out…4 weeks out…day before, etc.) so that you stay 100% on track right up until go time. Foresee Challenges Review your checklist and try to identify ‘what if’ scenarios – bad weather, venue problems, keynotes missing a flight – and begin to develop strategies to avoid each one and a plan B in case you can’t. No one can predict the future and no event is ever without surprises. However, simply working through this exercise will arm you with solution-based confidence as challenges arise both leading up to and on event day. Callie McInroy is the Eastern Canada Event & Sponsorship Specialist for GoodLife Fitness and has over 10 years’ experience as an event planner, freelance writer, and world traveller. She has been published in The Planner, OptiMYz Magazine and GoodLife Fitness Online. GoodLife is the largest fitness company in Canada and the fifth largest in the world.
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Volume 11, No. 01
Poetry for Busy Planners food for thought
I have to say that I'm not a big poetry fan, but once in a while, having an open mind, I take a peek. While in a second-hand bookstore in Edinburgh, the title of a book caught my eye: ''Words of an Edinburgh Lad". Here are three short poems from this book by J.M. Robertson which I thought I would share with you, as being a planner is not always easy. If you have any words of wisdom, please send them along so that we can share them with other planners. Michel Geoffroy, CMM Publisher The Planner/Le Planificateur
The Alphabet of Life Apply an optimistic trait. Be conscious of the whims of Fate. Capture comfort when you can.
Think Again Each time you think that Life’s unfair, Because the burden’s hard to bear; Or when you feel inclined to sigh That fame and fortune pass you byThink of those, who have no sigh And live their days in endless night;
Destroy each pessimistic plan.
OPTIMISM
Embark upon this theme, and choose
Think of those, who cannot hear
Friendship for a constant cruise.
The voice of Spring so soft and clear;
Grab each opportunity that may
Care a lot,
Help to brighten up the day.
And share a lot,
It’s never wise to analyse
But never court despair a lot.
Joy as some elusive prize. Keep a level head although
Think of those, who have no voice To speak with others and rejoice; Think of those, who lie and pray For strength, that they may walk someday;
Strive a lot,
Life can sometimes lay us low.
And thrive a lot,
Misery deserves no vote –
Think of all the sick and maimed,
By keeping hopes alive a lot.
Never let it rock the boat.
For whom no sign of hope’s proclaimed;
Organise a moral mix Befriend a lot,
Prepared to tackle trouble’s tricks.
And mend a lot
Question attitudes that bring
Of bridges we can tend a lot.
Rancour into everything. Sincerity can help to make
Think of each unhappy life Shattered by some mortal strife And cast aside the mournful view, That Life brings nought but care for you;
Try a lot,
Toleration’s “give-and-take”.
Apply a lot
Understanding starts with ‘U-
For surely they are more inclined
Of never saying die a lot.
Vindicate that point of view.
To say that Life has been unkind.
Wipe out lethargy a lot – X can mark that special spot. You can find, without regret,
Think of them and then recall. You’re not unlucky after all.
Zest for living’s alphabet.
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PLANNER 17
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for your info
Cheap (and not so cheap)
Destinations Spain and Sri Lanka have tied as cheapest of 42 destinations surveyed in the latest British Post Office Worldwide Holiday Costs Barometer. The Barometer collates the cost of eight items: a cup of coffee; a bottle of local beer; a can of Coca-Cola; a glass of wine; a 1.5l bottle of mineral water; a 200ml bottle of SPF15 sun cream; a packet of 20 Marlboro Lights; and a three-course evening meal for two adults with a bottle of house wine. At $57.01 for all eight, Spain and Sri Lanka’s holiday costs were less than half those of 21 other destinations and a quarter of the cost in Australia ($229.54) and South Korea ($232.15), the most expensive countries surveyed. Spain was helped by low meal prices, with eating out now around 50% cheaper than five years ago. Third cheapest was the Czech Republic at $61.89, followed by Indonesia ($63.94), Vietnam ($68.26), Bulgaria ($71.26), Portugal ($71.95), Mexico ($77.31), Hungary ($81.29) and Turkey ($83.57). Turkey returned to the top ten cheapest countries for the first time since 2008, after meal prices tumbled 22%. As a result of this and a stable exchange rate, Turkey’s total cost is 16% lower than last year. The biggest fall in costs among the European countries studied came in Greece, with an 18% decline to $90.85, making it 14th cheapest overall. Once a Barometer top ten regular, Thailand has now dropped to 16th ($92.13), with rising resort prices meaning tourists can expect to pay 22% more this year than last.
The Fairmont Pacific Rim goes high tech The Fairmont Pacific Rim has become a leader within the hospitality industry by implementing the REX (Room Expeditor) system on iPod for its housekeeping team to complete their daily tasks. Each team member is provided with an iPod touch allowing Housekeeping, Royal Service, Engineering and Front Desk team members to become immediately updated with guest requests and room status. The app, which is icon driven, allows the team members to access many features including guest preferences, video and photo instruction, automated room list tasks and daily
Top 5 Reasons Gen X Workers Quit Their Jobs Millennials are thought to be the generation most prone to job hopping, but they aren’t the only workers who have a “lack of loyalty” in the workplace. It turns out Gen Xers, those currently in their early 30s to mid 40s, aren’t planning to stay with their employers for very long either. According to a survey conducted by Deloitte Consulting, only 37 percent of Gen Xers said they plan on staying with their current employers once the economy improves, compared to 44 percent of Gen Y and 52 percent of baby boomers. Why are Gen X workers leaving their jobs? Melissa Llarena, CEO of career-coaching firm Career Outcomes Matter, shares her top 5 reasons: 1. They don’t trust corporations. Gen X workers are uncomfortable with corporate life for several reasons: First, as teens, they witnessed the baby boomers getting laid off in their 40s. Second, that senior generation is now pushing back retirement for financial reasons, resulting in Gen X employees not getting the promotions they thought they would; and third, Gen Y is getting higher salaries and faster promotions because of their technology skills. 2. The want to become their own bosses.
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productivity tracking, thereby creating and efficient, immediate and paperless work day. With this system in hand, it stands to reason that The Fairmont will have more flexibility for check-in and check-out, as immediate status will be available on room occupancy throughout the day. At The Planner, we predict that it won’t be long before hotels book rooms on a 24-hour basis, as opposed to by strict check-in and check-out times. 2013 will be the year of return to more one-on-one personalized service. Let’s see if this becomes part of that trend.
Forget Gen Y being tagged as the most entrepreneurial age. In actuality, Gen X is the most ambitious in starting new businesses. According to a study conducted by The Center for Work-Life Policy, nearly 40 percent of Gen X men and 25 percent of Gen X women reported that they want to eventually become entrepreneurs. 3. They’re being poached. By this time in their professional lives, Gen X workers are at the top of their games; hence, they’re more “susceptible to poaching from recruiters and former managers”, compared to those in other generations, Llarena says. 4. They need fulfillment. By now, Gen X has been working most of their lives and have been overshadowed by the baby boomers and Gen Y. Combine this with their approaching midlife, and Gen X workers feel it’s time to find something more meaningful and fulfilling. 5. They’re starting families later. According to a study by the Center for Work-Life Policy, Gen X has pushed back starting families until their mid 30s to 40s. The study reported that 43 percent of Gen X women and 32 percent of Gen X men don’t have children, but may be planning to later.
Volume 11, No. 01
for your info
Social Loafing: Less is More in Teams The earliest known attempt to investigate the relation between team size and productivity dates back about a hundred years to the famous experiments by French engineer, Maximilien Ringelmann. In a set of simple rope pulling experiments, he discovered that, in what is now know as the Ringelmann Effect, people’s efforts quickly diminished as team size increased. Eight people, he found, didn’t even pull as hard as four individuals. In the 1970s, Alan Ingham and three colleagues decided to recreate the experiment at the University of Massachussetts, Amherst. Whereas their replica of Ringelmann’s experiment produced near-identical results, a clever variation on it - where, unbeknownst to others, some students were asked to merely pretend they were pulling the rope - generated an extraordinary observation. It didn’t seem to matter whether people were part of large team or simply thought they were part of larger team - they worked less hard. Thus, in a team of six (where three had been asked to pull as hard as they could and three others instructed to pretend), those actually pulling the rope put in only as much as they had previously done in teams of six. Their experiments illustrated the problem of “social loafing” - when team members reduce their effort because they feel less responsible for the output. Social loafing is one of the most documented phenomena in social psychology and has been demonstrated on all kinds of teams, including those that rely on people with different skill sets working in some coordinated fashion (such as those in today’s workplace, since team tasks such as pulling a rope are relatively rare in the workplace). Since Ingham’s recreation of Ringelmann’s experiment, at least another eighty studies on social loafing have been published, based on a variety of tasks - including such complex tasks as brainstorming or rating poems for quality. In these experimental contexts, the research shows that people tend to prefer teams of four or, at most, five members. Anything lower than four was felt too be small to be effective, whereas teams larger than five became ineffective.
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La belle province: slimmest in Canada, eats the most dessert “Obesity is largely a problem of culture and values, and Quebec does have a very different eating culture and values”, Dr. Arya Sharma, a professor of medicine and chair in obesity research at the University of Alberta, said. “It comes down to mindful eating: taking time, celebrating food, sitting down at the table to eat and not eating at your desk or in your car or in front of the TV”.
It’s a delicious irony that you have to go to Canada’s slimmest province to find the biggest advocates of dessert. According to a new long-term study of consumption patterns, Quebecers indulge their sweet tooth 42 per cent more than the national average, with top picks being cake and cookies yet boast the lowest proportion of obese and overweight adults in the country.
According to Health Canada’s Canadian Community Health Survey, 56 per cent of Quebec’s adult population is obese or overweight, which, although sizable, is still the lowest in the country. Newfoundland and Labrador tip the scales at 71 per cent, followed by Saskatchewan at 68 per cent. All other provinces weigh in at between 60 and 66 per cent, with the exception of Ontario, whose proportion of obese and overweigh adults is 59 per cent. The study is based on a national sample of about 3,000 Canadians whose daily eating habits were recorded in a diary over seven days.
Generation Gap in Travel
The average adult will have travelled to eight more countries than their parents by the age of 40
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recent study found that the average 40-year-old in the UK will have clocked up more than 18,000 travel miles on average, visiting 13 countries, in contrast with their parents, who at the same age had visited an average of only five, U.K. based Holiday Hypermarket reports. The poll, which was run by British Airways Highlife Magazine, revealed that seven in 10 travelers choose destinations in which they can explore and experience a new culture. Ease of travel and the availability of cheap flights provide greater access to far away, exotic destinations for those travelers who like to explore and experience new cultures. Times have most certainly changed with regards to popular destinations, however. In the past, most Brits visited nearby European countries such as France and Italy for a typ-
ical beach holiday. Today, holidaymakers are increasingly more adventurous, choosing a wider variety of destinations; whether it is a short trip to Morocco and a visit to local markets in Marrakesh or enjoying the white sandy beaches of the Maldives. E-commerce Manger at Holiday Hypermarket, Calum Macdonald, comments: “Generation Y’s love of travel and search for cultural enrichment, along with their increasing digital capabilities, has revolutionized the way in which travel operators display and publicize holidays. With much more readily available information on far-off destinations, travelers have more ease and confidence in choosing their dream destination than in the past. With four in ten travelers claiming they travel more than ever, it will be interesting to see where the future of travel will lead us.”
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planning
Golf tournament? Nine to Six Months before the Tournament The success of a golf event resides mainly in its preparation. To help you organize a great event, ClubLink Corporation suggests an easy to follow action plan. The strategy will remain the same regardless of the type of tournament you plan to organize.
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Location is a determining factor; you need to choose a venue which is accessible to all participants and make sure it meets certain other criteria established well in advance. Once you have determined a place, a meeting with the on-site event coordinator will have to be scheduled. Different points will have to be discussed during this meeting, such as the budget, the game format, the number of players, the start time of the event, the methods of payment, the banquet, if you also plan one, and the overall program of the day. The venue’s event coordinator will also help you finalize all the details later in the planning process. Next, the financial aspect will come into play. If your event is to raise funds for an organisation, certain factors will be taken into consideration, starting with the calculation of individual cost. Your planned budget should be based on several levels of profitability depending on the number of participants. It should also take into consideration the projections of ticket sales in order to determine the ticket price. In light of this information, you will be able to assign specific tasks to members of your organizing committee and put your plan into action. Together, you will need to establish a sales strategy, as well as a marketing plan to ensure that the predetermined objectives are met. Another essential task you will have to perform is recruitment. You should identify your partners, sponsors and celebrity guests, and secure their participation early in the planning process. You will also want to recruit volunteers to assist you during the golf tournament. You should prepare solicitation letters and e-mails
that should be sent to every person and company that could be interested in participating. You should also make sure that you have a complete sponsorship plan at hand that summarizes all the necessary information with the different levels of sponsorship stages. You should centralize all the information on your website. We recommend promoting on social networks or any other forms of appropriate communication. The days that precede the event will be very crucial. The remaining details will be finalized. Here are the points that you should confirm during this closing sprint; the reception, the location, the availability of the reception room, the course, the location of stations on the site, as well as the general organization. The event coordinator will play an important role in ensuring the proceedings and success of your day. When your event is finished, you should create a post mortem of your day. The evaluation criteria should be based on: your guests’ general satisfaction, the choice of the property, the breakdown of expenses, the involvement of your committee and volunteers, and the overall profitability. We recommend that you send thank you cards to your guests, sponsors and people who helped make this event a success. This plan of action will enable you to have an idea of the necessary tools at hand to make your golf tournament an extraordinary one. For more information contact: Frédéric St-Germain CPGA Director of Golf, Val des Lacs Golf Club Email: fstgermain@clublink.ca Website: www.clublink.ca [Canada]
Volume 11, No. 01
planning
Stop spending, and start investing! In times of austerity, many companies limit their spending, starting with the funds earmarked for events, as they are often seen as "futile”. This is a mistake because a well organized event can bring a much needed value to a business, especially in tough times!
eliminated when companies implement austerity measures. Nonetheless, a company will INVEST only when it can perceive and measure every dollar that allows them to create wealth. The more it invests the more wealth it creates. As event planners, it is our duty to change the perception of our clients. To begin with, it is better not to discuss details of an event at the very beginning, but instead start by discussing its objective by aligning it with the corporate strategy. In other words, let's first talk of "why" before addressing the "how"! To bring added value to a company, it is necessary to understand its various issues, objectives, culture, brand, priorities, and what difference will that event bring in this context. Nothing new! If everyone involved adopts this approach, travel and corporate events will be seen as strategic investments that are vital to achieve their goals! Here are some suggestions on how to become an investment for your customers: 1. Be curious and strategic, go beyond first level objectives (mobilization, recognition, and synergy to bring the brand to life ...) while integrating them! Ask members of the management team what their challenges, desires and visions are, and in a perfect world, what would be different. You will be surprised with their answers! 2. Always be aligned with a pre-defined strategy: be aware and avoid deviations from the common objectives related to various changes that occur during planning! Make sure to constantly check that your choices are geared towards achieving the previously identified needs. 3. Eliminate any element that does not bring the desired added-value!
Y
4. Creativity must serve the objective and not the contrary.
ou've probably heard the following comment somewhere: "Instead of spending on this event, they could use this budget to save the jobs of my two colleagues!" Even if we see continued improvements in our event organizing industry, I note that the decision too many customers make (in this case, the management team that has the responsibility to allocate resources to ensure the growth and sustainability of the company) perceive events as a commodity.
5. An informed person is much more relevant. Explain the purpose of the event to your colleagues, suppliers, partners; they will be better equipped to advise you and can also bring and / or add value.
However, commodity is the worst type of positioning for our industry, as commodity is mostly associated with ‘no added value’ and it is therefore an EXPENSE; an expense that must be reduced and even
Nicolas Richard – President of Othentika, event and corporate travel organiser; conference speaker. An ‘experience creator’, Othentika is an event agency based in Montreal, which provides travel planning and organization, as well as turn-key corporate events.
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To dig deeper into this matter, future issues of The Planner will present you with a series of articles illustrating, in different contexts, to show how you can bring added value through travel and corporate events!
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c o m m u n i c at i o n
Top Tips for
Successful Networking Below are numerous tips that you might find useful to either start networking, or to refine your skills. You may already be familiar with many of these tips. However, it might be in your best interest to read them all and consider them as reminders.
Why is it that so many people are either fearful of networking or don’t really know how to make the most of the opportunities found in this powerful tool. Well, I believe it is for two main reasons: firstly, many of us haven’t really ever been taught how to effectively network and secondly, many of us have witnessed so many bad examples of networking that it often turns us off.
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till others don’t realize how important it is to maximize networking opportunities which can be useful in securing new careers, building business or just creating new relationships.
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Networking is a two way street I don’t know about you, but I really don’t enjoy talking with people when all they do is talk about themselves, and what you can do for them. To deepen the relationship, ensure that you ask the other person about themselves first, and how you can help them. In finding out about them, you will also learn how they can help you, without your having to dominate the conversation. It isn’t about how many people you know People are often mistaken in believing it is how many people you know that makes you a great networker, when I believe it is about how much you know about the person. Have you ever gone to an event where people speak to you for a few minutes, usually talking about themselves exclusively, then ask for your card and give you theirs? I generally don’t keep these cards for follow up, as usually, the person didn’t make any sort of impact on me where I would want to develop a possible relationship with them. Don’t expect anything A good networker looks at how to add value to someone else before thinking of how they will gain. That is not to say that you should not benefit from the relationship in some way, but I find that comes once you make that person more important than what they can do for you first. Have a plan Before arriving at an event, have some sort of strategy worked out. Do some research if possible on the likely attendees, what they do and where they work. If you know who you want to meet in advance, even if it is the type of person only, you have more likelihood of meeting them, instead of just standing in a corner and hoping someone will speak to you.
By Sharon Worsley
Introduce others One of the best ways to overcome being nervous in meeting new people is by introducing other people to each other. This is particularly powerful when done in person. At that moment you are not thinking about your nervousness but instead directing your attention to the people you are introducing to one another. An added benefit is that you are perceived as a ‘connector’. Don’t take anything personally In the world we live in today, people are very busy and may not respond to your networking attempts right away. Therefore, it is important not to take anything personally. It isn’t you (what you said or did), it is usually them being too busy or perhaps unfocused on the networking process. Have a system Formulating a system for networking ensures that you are consistent and organized in the process. This might mean having a way to store or record business cards, or noting where you met someone (which is great to do on the business card when it is handed to you so you don’t have to rely on your memory later). Or, it could mean having a plan to contact 5 people per day either face to face, through a social media portal like LinkedIn, through a mutual contact, or via email. Power is in the follow up After all that work, it would be a shame not to follow up with the people you have met, yet this is so common. It is always beneficial to follow up with someone a day or two after your initial meeting. This does not have to be anything formal, but rather a quick email, phone call or handwritten note referring to your meeting, and perhaps something that you had discussed (to remind them of who you are). Sharon Worsley is the author of the soon to be released book ‘The 4 Diamond Leader – How to Wake Up, Shake Up, and Show Up in Life and Business’. For ideas on how to up-level your life and business check out Sharon’s blog at www.sharonworsley.com/blog
Volume 11, No. 01
hotel news
Hilton Worldwide Pipeline Now Includes Nearly 1,000 Hotels Hilton Worldwide continues to be the fastest growing global hospitality company by number of rooms. In 2012, it opened 171 hotels with more than 28,000 rooms and has the largest pipeline in the industry.
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ince 2007, Hilton Worldwide has increased its total amount of rooms by 32 percent and expanded from a presence of 77 to 90 countries. In 2012, Hilton Worldwide continued its rapid growth in each region of the world, and more than 60 percent of its pipeline and nearly 80 percent of its rooms under construction are now outside the United States. It has the largest pipeline of any hospitality company in the Americas, Europe and Middle East & Africa, and the most rooms under construction in Asia Pacific, Europe and Middle East & Africa. It also has the second largest pipeline in Asia Pacific, and the second most rooms under construction in the Americas.
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Achieved the industry’s largest pipeline in Europe with nearly 140 hotels and more than 25,000 rooms in the pipeline. One in five rooms under construction in Europe has a Hilton Worldwide brand. Expanded throughout the Americas, and continued as the largest hotel company in the U.S. with more than 3,400 hotels and 510,500 rooms currently open and more than 530 hotels and 66,000 rooms in the pipeline.
“In 2012, we achieved phenomenal success and further established ourselves as the preeminent hospitality company by adding
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Four Seasons Hotels and Resorts on being named to FORTUNE List of the “100
to a long list of accomplishments from the last five years,” said Christopher J. Nassetta, president and CEO, Hilton Worldwide. “We continued to find even more ways of providing the very best service to our guests around the world and benefiting the communities where we operate, including delivering thousands of new jobs as a result of our unprecedented growth.”
Best companies to work for”
Hilton Worldwide also announced several other major accomplishments in 2012, including: • Achieving its five-year goal to reduce total waste output by 20 percent, a full two years ahead of schedule, as well as over $147 million in cumulative savings from efficiency projected for hotels reporting through LightStay, its proprietary sustainability measurement system.
“This honour is tremendously meaningful for me because it speaks to the loyalty of our truly inspired employees and their endorsement of our efforts to create a positive and innovative work environment,” says Kathleen Taylor, President and Chief Executive Officer, Four Seasons Hotels and Resorts. “Our people are the driving force of our business, and I’d like to thank each of them not only for recognizing us once again, but for the passion and imagination they bring to their jobs each day to ensure that every guest leaves feeling wowed.”
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Adding 120 spas to its portfolio in 2012 and furthering its position as one of the world’s largest spa providers, with more than 370 spas in operation and 175 in the pipeline.
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Introducing three new food and beverage casual dining concepts for its full service brands: Herb n' Kitchen, Made Market and Brickstones Grill. These concepts will debut at Hilton, DoubleTree by Hilton and Embassy Suites properties this year.
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Celebrating its first Global Week of Service, which included more than 800 volunteer projects across 51 countries.
Additionally, Hilton Worldwide: • Increased its pipeline in the Asia Pacific and Middle East & Africa regions, which are expected to double their supply in the coming years. •
Congratulations to
For 93 years, Hilton Worldwide has offered business and leisure travelers the finest in accommodations, service, amenities and value. Its brands are comprised of more than 3,900 hotels and timeshare properties, with 650,000 rooms in 90 countries and territories and include Waldorf Astoria Hotels & Resorts, Conrad Hotels & Resorts, Hilton Hotels & Resorts, DoubleTree by Hilton, Embassy Suites Hotels, Hilton Garden Inn, Hampton Hotels, Homewood Suites by Hilton, Home2 Suites by Hilton and Hilton Grand Vacations.
For 16 years in a row, Four Seasons has been named by its employees to FORTUNE magazine’s list of the “100 Best companies to work for.” It is one of only a handful of organizations to have the distinction of being recognized every year since the list’s inception in 1998.
Four Seasons prides itself on creating a trusting environment for employees to meet the needs of its guests. Every employee across the organization is empowered to think creatively and to take risks in the pursuit of elevating the experience for each and every guest. They are encouraged to push past the fear of failure to develop a new service, a more efficient system or an original amenity tailored for a guest’s unique interests. “By creating a work environment that is founded on innovation, employees have the freedom to try new things and contribute to our overall objective of being the best luxury hotel company in the world,” says Christopher Hunsberger, Executive Vice President, Product and Innovation. “It’s exciting to come to work each day, knowing that you personally can make a difference for our guests and, ultimately, for the company.”
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trade shows
The value of face to face
By Barry Siskind
How much value do you place on an opportunity to sit down, face-to-face, with your customer? The question is not as easily
T
his question has placed several challenges on the shoulders of those considering investing in trade show participation. Three questions emerge: • How do I define and measure value?
answered as one might
• How can I convince senior management to support a trade show effort?
think.
• What steps can I take to insure that I am getting maximum value for the investment?
In an age when technology is quickly moving in the direction where it is simpler and less expensive to connect on-line, we need to ask the question. “At what cost?” 24
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Let’s take a look at each in turn. How do I define and measure value? The value proposition needs to satisfy two groups: your organization and your customer. The value to your organization is in knowing that face-to-face interactions at a trade show are moving the customer along the sales cycle. The value to your customers is that face-toface offers them something that technology does not; experience, understanding and confidence. The way to measure both of these is through feedback. Soliciting comments from internal and external sources often uncovers helpful bits of information that let you know whether your exhibiting objectives are being met, as well as the strengths and weaknesses of your exhibiting program.
With this information in hand, you are in an excellent position to recommend change. This information also gives you a benchmark to measure whether the changes you have added to your exhibit program are producing the intended results. How can I convince senior management to support a trade show effort? Studies have proven that senior management’s need is for a positive Return on Investment from its exhibition budget. But not all trade shows, and for that matter exhibitors, have the ability to measure Return on Investment. This is especially true for those companies whose exhibition objectives include soft objectives such as branding, presence and awareness. These metrics can best be articulated by a second equation which measures Return on Objective. In either case, your exhibition ROI and ROO should have a positive effect on the corporation’s bottom line. In order to create a credible case for the exhibition budget, the exhibit manager must carefully collect and analyze the results from all the corporate marketing efforts. Every corporation is different but understanding your success ratios is crucial to finding formulas to satisfy your senior executives. Some Volume 11, No. 01
trade shows
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of the information you need to collect include your average sales cycle, your lead to sale conversion ratio and your specific Audience Interest Factor (which is the percentage of your defined audience who will make a purchasing commitment within your sales cycle.) What steps can I take to ensure that I am getting maximum value for the investment? The steps become clear when the role of the exhibit manager is redefined into two functions: tactical and strategic. The tactical function is for many exhibit managers the area that demands most of their time. It involves such items as booking exhibit space, working with the display builder, arranging for shipping and creating a staff schedule. The tendency is to let these tactical items monopolize your time and effort. Tactical is also for many exhibit managers the area where their performance is measured. If the show goes without a hitch, their job is well done. But if there are problems, then the conclusion is often that it was a result of a mistake made by the exhibit manager. The strategic elements are those items that ensure that the exhibition effort is moving the corporation forward. These include such things as developing exhibition objectives, finding the right metrics for success and reporting on ROI and ROO. Because of the complexity of these issues, many exhibit managers leave these strategic considerations off their list of show responsibilities. Here’s where a shift in corporate thinking needs to take place. The exhibit manager’s responsibilities require a greater level of sophistication. This also means a need for continuing education in one of the professionally accredited courses offered by industry associations, colleges or universities. It also involves support for the exhibit manager to take part in industry conferences such as The Exhibitor Show in the US or ExpoSystems in Brazil. Trade shows in the future will be unlike anything we have encountered in the past. There is so much that will change but understanding their value will be a key consideration that corporations need to tackle in order to ensure the level of commitment to exhibition excellence is maintained. Barry Siskind is North America’s foremost trade and consumer show expert. Visit his Web site: www.siskindtraining.com or e-mail him at: barry@ siskindtraining.com
www.theplanner.ca
If you could have one perk - any perk in your workplace, what would it be? Survey Reveals Most Wanted List A new CareerBuilder survey explores which job factors are most important to today’s workers. More than 3,900 full-time workers nationwide participated in the survey conducted online by Harris Interactive© from November 1 to November 30, 2012. Nearly one-third of employers (32 percent) reported that top performers left their organizations in 2012 and 39 percent are concerned that they’ll lose top talent in 2013. While most workers (66 percent) stated that they are generally satisfied with their jobs, one in four (25 percent) said they will change jobs in 2013 or 2014.
How important is title? While upward mobility is a key factor in job satisfaction and employee retention, having a certain title isn’t important to more than half of workers (55 percent). The vast majority (88 percent) reported that salary matters more. Other factors that outrank job title in what is most important to workers are: •
Flexible schedule – 59 percent
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Increased employee recognition – 50 percent (awards, trips, prizes)
•
Being able to make a difference – 48 percent
•
Challenging work and learning opportunities – 35 percent
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Ability to work from home – 33 percent
•
Academic reimbursement – 18 percent
•
Having an office – 17 percent (interesting as we hear more and more about open air spaces…)
“What determines job satisfaction is not one-size-fits-all, but flexibility, recognition, the ability to make a difference and yes, even special perks, can go a long way,” said Rosemary Haefner, Vice President of Human Resources at CareerBuilder. “Being compensated well will always be a top consideration, but we’re seeing work-life balance, telecommuting options and learning opportunities outweigh other job factors when an employee decides whether to stay with an organization.”
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for your info
A few fun laws to remember • • • • •
•
•
• •
Asking dumb questions is easier than correcting dumb mistakes. When all else fails, try the boss’s suggestion. If you file it, you’ll know where it is but never need it. If you don’t file it, you’ll need it but never know where it is. Never walk down a hallway in an office building without a piece of paper in your hand. Never conduct negotiations before 10 A.M. or after 4 P.M. Before 10 you appear too anxious, and after 4 they think you’re desperate. Whichever way you turn upon entering an elevator, the buttons will be on the opposite side. The elevator always comes after you have put down your bag. Do someone a favour and it becomes your job.
Meet & Greet Delegates travelling to Vancouver can now arrive in rock star style, thanks to Vancouver International Airport’s (YVR) new meet-and-greet service. Airport Butler offers personalized assistance to passengers who are departing, arriving and connecting through YVR, including luxury lounge access, spa services, chauffeured mobile cart, assisted check-in and more. Rates for the exclusive concierge service vary depending on the needs of individual clients. Web: www.yvr.ca
New Meeting Space
Laws of procrastination 1.
The more proficient one is at procrastination, the less proficient one need be at all else.
2.
The slower one works, the fewer mistakes one makes.
10 laws of handy office excuses: 1. That’s the way we’ve always done it. 2. I didn’t know you were in a hurry for it. 3. That’s not my department. 4. I’m waiting for an OK. 5. Wait until the boss comes back and ask him. 6. We don’t make many mistakes. 7. I didn’t think it was very important. 8. I’m so busy I just can’t get around to it. 9. I thought I told you. 10. I wasn’t hired to do that.
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The Renaissance Vancouver Harbourside Hotel has unveiled newly refurbished and expanded meeting and event space. Planners and delegates in particular will enjoy the additional 10,000 square feet of function space – accommodating up to 1,000 people – and a brand-new, 4,000-square-foot ballroom featuring floor-to-ceiling windows and WiFi capabilities. Dark wood panelling and a warm colour scheme promote the type of ambiance
and intimacy not easily found in standard conference rooms, while redesigned guestrooms and suites ensure visiting delegates enjoy their luxurious experience long after meetings are over. The hotel is located in the heart of downtown Vancouver, just minutes from the Vancouver Convention Centre, cruise ship terminal at Canada Place, Stanley Park and the historic Gastown district.
Sifting for Truth:
On-Line Reviews It’s been suggested in recent articles that by 2014, close to 15% of positive on-line reviews will be fake and paid for by companies hoping to influence the marketplace. This includes social media sites such as Yelp and YouTube as well. That’s right - people will be paid to write good news about an establishment without having been a guest at all. Let’s not forget that the competition may be doing just the opposite! A recent article, “The High Cost of Paying for Reviews”, stated that the challenge would be to separate sponsored reviews from unbiased versions.
Volume 11, No. 01