Service sparks awards
In Asheville, the Southern Economic Development Council (SEDC) was so impressed with the CVB’s assistance during its August conference that it created the E2 Award for “exceeding expectations.” A number of bureaus have earned service awards consistently from readers of meeting industry publications.
The Asheville bureau’s sales and services staff brainstormed ways to bring the city’s identity into every aspect of the SEDC conference.
That led to a drummer at the opening ceremony, locally made pottery mugs as welcome gifts and an artist at work all day at the headquarters, Grove Park Inn. The artwork was later auctioned at a reception. As a salute to the Biltmore House, the city’s main tourist attraction, a farm-to-table dinner was held at the estate.
In addition, the CVB helped build attendance by designing and printing 3,000 postcards and created a humorous video that featured CVB staff and local SEDC members, to build interest in the conference.
Ironing out issues
There are times when a conference services professional might serve as a mediator. For example, when a group that was planning its convention in Fredericksburg heard rumors about bad food at the headquarters hotel, Matthews stepped in.
“I told the client, ‘The hotel will do a tasting,’” she said. The tasting, for the group’s board, eliminated concerns.
“This is when my international relations degree is quite handy because it really was a diplomatic issue,” Matthews said.
Depending on the convention or meeting, a convention services staff member’s work with a meeting planner can begin months or even years before attendees arrive. After a contract is signed, convention services staff typically make first contact with a planner, supplying lists of services offered and asking questions about the planner’s needs.
“There are a couple of questions we always ask,” said Padilla-Quillen. “What form of communication is easiest for them, and what has worked well and what would you have improved in the destination previous? It gives us a feel of where their hot buttons are.”
Convention services professionals continue to look for new ways to assist. A few years ago, Bravos added shopping shuttles for spouses who attend a large annual auto show. The Asheville CVB recently rolled out six logo templates for convention or meeting groups that don’t have the time or budget to develop a logo.
Service sells small cities
New services do not trump reliability.
In Albuquerque, the services team is available morning, noon and night. A 4 a.m. phone call from an East Coast planner in a panic does not go unanswered.
“Our phones are always on,” said Padilla-Quillen. “It is an obligation we have to the CVB. We have to compete with New York, San Antonio, San Diego, so we sell ourselves on service.”
