Stay Coachable

Lessons from the Edge

A few years ago I was involved with a network marketing company which was an excellent business school. Among the many things I learned, in addition to not being a very good salesperson, is that to be successful you must always be coachable.

shutterstock_886383521-225x300This does not mean just to being open to criticism. Which if constructive, can be very helpful. Staying aware of areas you may need improving, being humble and asking for help. Also, acting on the guidance you have asked for. Read books, articles and posts in your area and stay current.

We are all skilled at what we do and all of us have areas that could be polished.

Find a mentor, an actual business coach or buy a colleague you admire a drink and nourish your success by keeping fresh perspectives streaming in.

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Hospitality

Lessons from the Edge

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Balancing emotional connections and measurable results in your events.

Something that is being lost in the top “whatever” lists, shortcut tips and the motivation to measure every outcome is that we as event professionals are HOSTS. Yes, I said it. We host events above manage, produce or coordinate. Our field of study is in the school of Hospitality after all.

The participants are our guests and it is our primary job to provide them with not only a measurable experience, but as Andrea Driessen (@nomoreboring) says, a meaningful and memorable experience.

The more the event environment is one of inclusiveness and comfort for guests the more they will be able to absorb the purpose and content of the meeting or conference. Your audience has taken time out of their busy lives, away from familiar comforts and family. This is especially true of those meetings that are required of them like sales meetings. Hotels and other venues are often labyrinth like and alien. Coworkers are not usually the preferred “hang-out buddy” and often there are large numbers of strangers. An uneasiness is natural. It has to be our priority to anticipate and have everything in place to help reduce or eliminate this.

Take a page out of the Ritz-Carlton’s Gold Standard as a place to start:

Three Steps Of Service

  1. A warm and sincere greeting.
    1. This is not only a greeter at the door, think bigger than that.
  2. Use the guest’s name. Anticipation and fulfillment of each guest’s needs.
    1. Personalized materials, noted room preferences, meal requirements etc. go a long way.
  3. Fond farewell. Give a warm good-bye and use the guest’s name.
    1. Again, go bigger than just a greeter at the exit.

“They (Ritz Carlton) understand that relationships precede financial results and rely on a robust data set that demonstrates the impact engaged employees and repeat customers have on the bottom line.” – Ryan Estis (@RyanEstis)

For more on the Ritz’s standards – http://www.ritzcarlton.com/en/about/gold-standards

Bottom Line:

Guests who leave a meeting feeling cared for, inspired and valued will return next year gladly and tell their friends. That’s something you can measure!

The Boss

Lessons from the Edge

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Who is the boss?

In my business the client is the boss. The client does not however, always know what’s best, that’s why they hired you. While it’s not a good idea to pull out the creative integrity, or reputation argument too much or too soon. If the client is compromising your ability to do the job they hired you for by delaying the process to an extreme, sabotaging your relationships or other wise being truly naughty, then you have every right to stand up for your brand. Do it professionally and do it in writing. Once the situation is resolved amicably, seriously re-consider keeping them as a client in the future.

Bottom Line: Life is too short for bad business.