 |
||
 |
||
|
|
 |
Photo by Freed Photography, Inc. |
2006 Resolution: Better Customer Service
Welcome 2006! Everyone is a year older, but I prefer, a year wiser. We have grand new plans for our businesses: more clients, more events, more of everything good. And we also start looking at trends for the year.
Since this issue of the newsletter is about trends, I'll let our knowledgeable members talk about them. But when I think about trends for the upcoming year, one that I would like to see more of is quality customer service.
While not a new trend, I think that customer service is always an item that can be improved or worked on. Everyone claims that they have it, but when was the last time you thought that you actually received it?
I found it on vacation in Disney World. We've always heard of The Mouse's stellar programs on guest services, and their employees are always smiling and helpful. Imagine what the world would be like if that was the case everywhere you went?
It was very noticeable the moment we left that customer service left as well. Literally, upon exiting the property, then the Orlando area, and as we drove back home, customer service was either non-existent or sub par. For example, we walked in to a fast food chain to just get a soda, no one was in line and the six employees behind the counter spent 5 minutes gossiping before sauntering over to take our order.
I am making the commitment for my 'trend' this year. I will improve my level of customer service -- to my clients, vendors, ISES, and friends and family. I challenge you to do the same. Let's make our little corner of the world a happier one.
Raegan Smythe
ISES DC President
| Elevating
the Bar a Few Notches
One prevalent trend, as noted by Pat Richitt of Entertainment Exchange, is that we are dealing with more knowledgeable and savvy clients. Even though musical styles might vary considerably, Pat reports that twenty-somethings, brides and corporate clients are equally capable of requesting specific repertoires and are well-informed about pricing. Kelley Gillespie of GEM Associates adds that food trends are leaning toward sampling mini-bites - like mini-burgers, mezza-style foods and Spanish tapas. Trendy drinks and mixed cocktails with catchy names are still in vogue and DC is tapping into the clean, modern, monochromatic décor of NY and LA. Kelley also senses music preferences are becoming more defined with a bent toward the club-scene and dancing. From my vantage point, cutting-edge cuisine and dynamic décor reign supreme. Even cost-conscious organizations will stretch their limits to achieve big impact results in these two key areas. The trend is toward the simplicity of lighter cuisine and seasonal produce, enhanced by a dramatic display and an experimental fusion of flavors. Clients are becoming more sophisticated about event themes and are increasingly responsive to understated or witty themes, rather than ones that shout. Brilliant décor, exquisite cuisine, new approaches to music and entertainment all set the stage for a lively tête-à-tête among guests. And isn't that the reason we get together in the first place? What's
Hot and What's New in the Bands: The Very Big and
Very Small
However, another equally interesting trend has been taking shape as well. This is the desire on the part of many consumers who want to gain a lot of the big band performance and entertainment value without spending the big band bucks. In recent years this demand for inexpensive entertainment has led to a surge in demand for DJs in this area. Another result has been the emergence of an entirely new type of entertainment -- the "hybrid band." A hybrid band is a cross between a DJ and live band. At first glance, this may not seem like a new idea because several area bands have been playing to backing tracks for years. Also, many of the DJ companies have been offering a limited number of live musicians (e.g., a saxophone or a percussionist) along with the usual DJ/Emcee and dancers. However, hybrid bands are different in that they contain only one or two highly experienced musicians/singers. Additionally, hybrid bands utilize state of the art sound systems and specialized vocal modeling systems so that they can sound like a very large band while still fitting into the corner of any small ballroom, restaurant, living room or outdoor deck. With the demand for smaller or reduced cost entertainment skyrocketing ever higher, hybrid bands offer the same small set-up; however, they also deliver live singers, experienced band leaders and the sound of a full-sized band. When your client is looking for more than a DJ, hybrid bands may be the answer because you get the best of both worlds. Entry Procedures Made Easier Capital Awards 11th Annual Competition
Each year, approximately 140 members spend considerable time and effort in preparing entry books in the following 18 categories: Vendors
Event Planners
All Members
New Entry Process While the templates are a major improvement,
there are other important changes to note.
Please review the rules and checklist before you begin. It may save you time and effort. The entries are due by 5 PM, February 13, 2006. There are three drop-off locations for the convenience of our members: Atlantic Valet, Blanken Photography and Cast of Thousands. Addresses may be found on the checklist. Judging Mechanics Then, the books are packed into boxes and shipped to an ISES chapter outside the Northeast region. The entry books are accompanied by a detailed set of instructions. The criteria for judging, the number and types of judges, and the scoring procedures are clearly laid out. A few examples of the procedures are: Finally, the nominee list is returned to the Entry Chair who has the privilege of notifying those so honored. The list of Capital Award recipients is sent to the "secret keeper". That person is not entering the competition and is responsible for ordering the award plaques and the script preparation for the Gala. During the evening of the gala, March 30, 2006, the nominees are honored, their entries displayed and Capital Award recipients recognized. Is it worth it? Absolutely! Having been nominated 15 times and twice a recipient, I have a profound regard for those so honored. It brings a measure of prestige and name recognition throughout the country at every ISES chapter. Enter your work - it's a worthwhile experience! |
Special events are the perfect platform for
new trends and fresh ideas. Tapping into the collective wisdom
of our members, it seems clients are becoming more involved
in the process and more willing to experiment. 
Perhaps
you've been following the news articles and television shows
featuring the over-the-top
social events in New York. You may remember the Bat Mitzvah
celebration with Aerosmith and many famous sports celebrities.
This trend would indicate that big is in as far as parties
go. This seems to be true for bands in the Washington, DC and
Baltimore Metro areas as well. The very big bands continue
taking prominence in the minds and hearts of today's
event planners and corporate clients. These bands are more
in demand than ever before because they deliver an experience
with the whole band and show including lots of lights, costumes
and spectacle. For clients who want the biggest
(bang regardless of the bucks), good local bands can have the
same effect.
By Bob Blanken
The procedures and process for judging the entries begins on February 15th.
First the entries are assigned a number, which is placed on each entry form
and on the book, as well as the judging sheets. These sheets are kept with
each individual entry. Second, a team reviews each entry for conformity to
the requirements. Points may be deducted for certain infractions. The checklist
describes the areas for which points are assessed. The total points assessed,
if any, are placed on the judge's sheet. All the books are then double-checked.
Membership Benefit: How to Get More Business Through Your ISES Membership
Lori Hill, President, lori hill event productions, inc.
In
June, I'll celebrate 10 years as an ISES member. I've renewed every
year, at first paying out of my own pocket when my employer at the
time
didn't see the value (I finally convinced them) and now that I'm
on my own, I'm back to paying again. It is the best $399 I could
invest each year. One piece of work I receive through an ISES connection
pays for my membership and monthly meeting fees many, many times over.
It frustrates me when an event professional joins our chapter, comes to a few meetings and then stops coming and doesn't rejoin because they didn't get any work. Business connections take time. I've met fabulous vendors who I don't have an immediate use for, but I still file their information away and when the time is appropriate, I call them. It may take months or even years, but if you come to ISES meetings and we have a rapport, I'll use you! Members who attend meetings thinking that they will get five new pieces of business that night could be right, but could very well be wrong.
In December, a few days before the holidays, I produced an event with the help of many fellow ISES members: Atlantic Valet, Bialek's Music, Caren Milman Calligraphy, Janet Flowers Wedding and Event Design, Nomad Event Systems, Occasions Catering and Online Suburban Video. It was a challenging event with a demanding client, but it was a success thanks to my ISES team. What a relief to know that whatever task I handed them, they would handle professionally and make it look fabulous. Why did I have the confidence that they would deliver? I've seen their work at monthly ISES meetings and I've formed relationships with them by attending those meetings. Furthermore, many are award winning ISES professionals.
I've known about Online Suburban Video ever since I joined, but did not have a need for their services until last year. However, because I've seen their work at monthly meetings and galas, I called them and they handled two jobs for me. That piece of business took nine years! Ironically, right next door to Online Suburban Video is Bialek's Music. Ray Bialek is one of the very first members I met when I was a student. I've been using Bialek's Music since the first event job I held nine years ago.
In 1999, I met Rose Rabin of Party Rental, Ltd. because we both helped with the ISES Conference for Professional Development (now called Eventworld) when it came to Washington. I visited her showroom, we became friends and now Party Rental is my preferred rental vendor. This relationship would not have happened had neither Rose nor I volunteered our time to ISES.
When I first joined ISES, I noticed that Cast of Thousands was always contributing something unique to our monthly meetings. I had never seen that type of entertainment before and started using them for my events. Had they not donated their services at monthly meetings, I would never have known about them. I now use them all the time. Through the years, Pam Burton, the president of Cast of Thousands, and I became friends as a result of serving on the DC board and International positions. Many times when I traveled to special event conferences, Pam was my roommate. Ironically, now Cast of Thousands often uses me when they need onsite coordination at events. As a result, by giving them business and by volunteering for ISES, I've received business in return.
If any of the vendors I usually work with are unavailable to work with me, it's nice to know that there are a plethora of other ISES DC members that I've met who I can call.
So
if you are a planner, how do you get business? By making connections
with other planners! When I first
started as a planner, I worked for an association, so my business came
from within, but now that I've been on my own for over three years,
I receive calls from fellow planners who send business my way because
they can't take it or they ask me to assist them with an event.
Why do they
call? Because I've formed a relationship with them and have proven my
competency in a variety of ways, including my volunteer work. One recent
piece
of work ultimately came about as a result of volunteer work I did for ISES.
I signed up for the silent auction committee at my very first ISES meeting nearly a decade ago and became an enthusiastic member. After volunteering for that committee for a few years, I was then asked to chair the silent auction that occurred when the ISES conference came to Washington in 1999. That eventually led to chairing the silent auction at the 2003 Northeast REC (Regional Education Conference) in Boston. Because of those volunteer positions, I became known as somewhat of an expert on silent auctions. As a result, when Bravo! Events by Design booked events this fall with silent auctions, they asked me to be their consultant. Had it not been for my volunteer work with ISES and my relationship with the Bravo girls who I met because of ISES, I would not have received that piece of work.
I met Jill Moran, CSEP of J.S. Moran and Associates, a member of the ISES New England chapter, back in 2002 when we were both president-elects of our respective chapters. We saw each other at the ISES conference in Sydney and were committee chairs for the 2003 Northeast REC in Boston. In 2004, I received a call from Helen "Dubey" Dubaich, CSEP of our chapter, telling me that a client was looking for a planner to handle some events surrounding the Democratic Convention in Boston. I gave Dubey the names of two planners I met many times at ISES regional and national events and with whom I had formed friendships. One of them was Jill who got the job and ended up planning 7 events as a result of my referral. Don't tell me that it's not worth your time to go to REC or Eventworld because you don't do business outside of DC. The business may come to YOU!
The moral of this story? Make friends, get involved and be patient. The business will come.
2005
ISES DC, All Rights Reserved.