Convention continued

As it turns out there is a rhyme and reason to why our convention was "cancelled" the original reservation for the room block was named something that didn't work for the Grand Sierra Resort so they changed it. Well, they did change it but they didn't remove the old reservation, they just left a note on the screen. If the reservationist (new word invented just for this blog, you're welcome) doesn't read the note then they think the convention is cancelled. Which is fun for all involved! Not really but I am trying to see the lighter side of it. In the end convention is still on, and the front desk learned a good lesson. Which is this...If the CEO of an organization calls to make a reservation and you tell him that his convention is cancelled, you may want to double check your information.

In other news. I have to get security for the event. Part of our contract says that we are required to have security there when the booth supplies for the exhibitors arrive. One at the top of the ramp and one at the bottom. The Grand Sierra has recommended using their own security there on site. Makes sense to me but for some reason I can't get him to return emails or calls. I am not feeling very secure about this. Irony not lost on you I am hoping.

As I stated earlier we are putting together an arch way for the entrance to the convention. The panel to the left is one of several. Lots of color! This is going to be great, I'm telling ya!

Convention you funny, funny friend!!!

SO! I get this call today from my friend Kate in Michigan. Now, if you know Kate you know she has a good sense of humor a great laugh and is very loyal. She was calling to tell me that she had called the hotel (Grand Sierra Resort) to find out if there was still space available and get some general information. Here is where it starts to get fun. The person she spoke with told her that our convention had been cancelled. WHAT! Had to be a mistake she must have called and they got confused, with all those conventions out there it is very possible for the to get them mixed up right? Wrong. I called the front desk and the same person, who shall remain nameless, answered. I proceeded to make a reservation as any normal attendee would then low and behold...CANCELLED! I asked her to check again and retold her C-C-S-A. Yes sir it says right here cancelled. I beg to differ of course because I was just ordering International Pastries for the mixer not 15 minutes earlier. (More on that later.) I had our front desk person transfer me to my contact Susie. Susie used a phrase normally reserved for those in the clutches of a guillotine, more on that next time. (If there is any doubt, be assured, we are not cancelled.)

Dorne and her assistant Toni have come through for us with the food. They kept it very close to budget if not a hair under and have gotten us some great food. As I said I was adding some dessert to our Friday night mixer. There are eight different types of dessert to be had. It is going to be wonderful! We are also having dinner type Hors D'oeuvres, Chicken Satay and Brie with strawberries and walnuts on Black bread to name a just a couple of the items, cash bar at the mixer too. It's going to be a ton of fun!

Convention Countdown!

I feel like it is interesting, at least to me, to see things in progress and how they come to be. Convention is a big part of our entire year here at CCSA HQ. There really isn't a week that goes by that something isn't mentioned or worked on. As the convention looms ever closer it gets bigger and bigger and starts to dominate our daily work. Whether it be planning a last minute seminar or getting all the signage set up. Since we are just a month or so out I want to give you a lead up and share the things we are working on as the days approach. I may not post everyday but check back and see how the last few weeks descend upon us. I will share struggles and successes. Believe me there are always both in this last month or so. I will try to attach pictures when I can. Keep in mind that if you love surprises at convention that some of this may be a spoiler for you. So with the spoiler alert in place...

This past week I received our badge holders for convention. You may remember we had multi colored last year with the Inspiria logo. We went back to the classic CCSA logo but with a little color.

I also worked with the caterer this week. Many of you may or may not know that catered food is ridiculously priced. No really, I mean over the top, can't believe you just paid that, expensive. Have you had a Happy meal? Take that price and multiply by 6. Now you have the price of lunch for one from a hotel caterer. I love to haggle and plead for better prices. Catering mangers do not share this same joy. I will eventually succumb to the prices but I want them to add things and get us some extras. I will let you know where I got with Dorne, our catering manager this year at the GSR. She was more receptive in our second conversation. I should hear something this week. It is an interesting thing to know that you can pay $1.99 for a 20oz coke and Polish hot dog at Costco and at the same time pay $3.50 for a can of coke at a hotel.

We are also working on the convention brochure and archway for our convention. Lots of color this year. I can't show you pictures yet but I think you will love it! If I get a couple of good ones I will post them. Don't come back if you want to be surprised.

I will leave you with the thought I often have. Though I get to write and talk a lot about convention I couldn't even get close to succeeding if it weren't for Susan, Bonnie and the CCSA Board. You will often see them running about at convention. Feel free to ask them questions or help them out. They can always use a chuck on the shoulder too. (Maybe a hug is a better idea.)

Look for your Openings

The constant war we wage in customer service isn't just meeting expectations but doing something so remarkable that you will be a memory that they will want to share with all their friends and family. Doing this isn't always as easy as we hope it will be. In order to achieve remarkable status you must look for those openings that give you the chance to be remarkable.

Guests at your studio will give you this opportunity all the time.

When they ask where something is the answer can't be the end of your index finger in a northerly direction. Take them to what they need, show them the way to use it and offer suggestions as to the best examples of the way it was used in the past.

If they inquire about an activity or event that you are having; a date and time aren't good enough. Give them a brochure, tell them how fun it is and even tell them a little story about the last one you held.

There are a thousand retail establishments with plenty of kids texting their friends while they ignore the customers. This isn't your studio. Exile all the employee phones to their cars and make your studio a no phone zone. That means no texting and no distraction from the task at hand.

The nice thing is that most retail establishments, restaurants and other places of business have given up on customer service. They have made your job just that much easier. Your guests will be surprised at even the slightest gestures. So be prepared to take out the smelling salts when you show them how incredible you are.