1: Special facility – attraction
2: Luxury convention hotel
3: Corporate services – full-service spa
4: Special facility – conference center
How do you turn an NO into a YES?
1 – AHC is lucky because they have many repeat customers.
- noticing more non profits because they still need events to raise money
4 – agrees with R.D. Non-profits are still bringing in business to a certain degree
- (no to yes?) meet certain budget limits as best you can
- help find donations elsewhere for clients, meaning connect them with people who can offer what they need
- cut back on full day events, no receptions after the event.
2 – clients are constantly changing
- seeing smaller groups (upper management only, no middle)
- webinars are increasing. Still holding meetings but only 5 or 6 that connect out by internet
- (no to yes?) tell client "Let’s work together.", "How can we help?"
- offer extra incentives if you can
- with the the amount of meetings going down, you are in a position to offer extra amenities
3 – she focuses on gift cert. sales for corporate/group business
- no repeats. Customers don’t have the budget anymore for "luxury" services
- sees the trend going to appreciation-style events more than anything for clients and employees
- prospecting has increased
- not necessarily missing the sale but can’t officially close it for perhaps a year down the line
2 – "It’s not the sale. It’s the relationship."
- you have to ensure trust on your promises
- "You take care of me, I take care of you."
- "It’s simple. Return a phone call."
3 – get back to the basics
2 – "Perception is the new key word for 2009"
- planners are smart and will find new ways to get what they need
3 – don’t forget to build partnerships (referrals are big). Use this as a tool.
- Meet budgets by doing extras. Become more full service
- Downsize. Be creative to lower costs without losing value to work with-in their limits
- Added value
- Offer more amenities
- Get on the technology bandwagon
- Note the trends and focus on them
- Build personal relationships
- Work with other vendors (partnerships)
- CUSTOMER SERVICE 101
How can PYM help you in these uncertain times?
2 – continue to create the relationships (CONNECTION)
3 – personal relationships are important
- technology can be too distant sometimes. Socializing is better
- don’t lose the face to face
- continue the generosity with the leads after events
- continue to come up with new ideas like we do
- maintain the enthusiasm
- not much more we can do but keeping moving forward with our current plan
2 – casual atmosphere of the LIVE events is inviting
- New planners are important. "Keep them coming!"
3 – would love to see a LIVE event per quarter in Atlanta
- enjoys the relationships you are able to build at the events with other partners
- the leads that come from PYM come after the events for them
- Continue the events for building relationships
- Technology is great but in older to be successful in business we need personal contact. Help make that happen!
- Leads are appreciated
- Continue the enthusiasm for your program
- Maintain casual atmosphere & size of the events
- Frequency – 3X or more per year is good in Atlanta
- Continue to bring in new planners