I just got back from speaking at an event with a few hundred people in attendance. All the details were covered. The stage was arranged well. The materials and lighting were set "just right". Seating, programs, music, coordination and timing, the service team's attire...everything in the ballroom looked/sounded great. The event team was excited to create an experience that was memorable.
Well, it was. For the wrong reasons.
Just after lunch, everyone was re-seated and listening to the speaker before me, when the side of the room we all heard...snoring. From the AV technician!
The whole room began to shift around uncomfortably and murmuring/snickering traveled around the ballroom for a loooong 20 seconds until someone walked over to the technician and finally shook him awake.
Guess what ended up being the most memorable moment from THAT conference?
More importantly, what do you think people are saying about the event company? The same event company, by the way, that went to all the effort and care to make sure "everything was perfect" - failed to focus on the team's behavior as a part of what really mattered.
Anything people can sense in any way during your event will either add to or take away from the value they perceive. ANYthing. As we used to say at Disney, if they can see, hear, taste, feel, or smell it, then it is "on-stage" and we should manage it to ensure a great experience. Consider, not just the "things" in the room, but the people as well, and ask "are we sending the message we want to send?" and "How will this impact our customer's experience?"
After all, you want to be remembered for the best reasons, right?
Think about it. But more importantly, do something about it...today!
Subscribe to:
Post Comments (Atom)
No comments:
Post a Comment