Looking back to last year's blogs on briefing a new stand designer I thought we should look how you choose between them and pick your new partner.

Hopefully by now you’ve had in at least three different stand designs from different companies.  They all look great but how do you judge them and decide who to go with?  Here’s a few thoughts on the way I’d make a decision:

Stand / Brand Interpretation

It’s very easy to look at a stand design and rule it out because your logo has been placed in a way you don’t like.  I agree that it’d be great if any designer could view your website and any branding guidelines you have and be able to interpret them correctly.  However,  designers are designers because they’re good at extrapolating ideas and taking them further than you could.  Hence, I say don’t look at the design as fixed, look at it as a complex set of elements that can showcase what you want and be changed to fit your ideals better.  So look at the designs with an open mind.  View the overall impression, the way the tall elements bring attention to your brand from afar, the way the demonstration requirements have been designed and the way the look and feel of the quality fits your brand.

It’s easy to score points for design but make sure that you’ve given them the right information to start with.

Experience

What experience have you had whilst dealing with the designers?  Were they open to ideas?  Did you speak to the designer directly or were your briefs/opinions interpreted and past on by a sales (sorry, Business Development) Manager? Did their values sync with yours?  If you were able to visit their offices/view their website etc - how does that make you feel?  Do those feelings suit you and your brand?  ie don’t expect a basic pre-packed grated cheese if you are a cheese aficionado and hunt out specialist cheeses.

Response Time

Be honest now - are you a demanding customer?  Do you expect answers immediately and to speak to the manager whenever you want?  We all should expect that level of service so think back to how quickly and in detail you got responses to your questions?  If they can’t be bothered to respond quickly when they’re trying to win your business, how are they going to be when it’s contracted?

Price

Last but not least - price.  Do check the quote in details - what does it include and what is excluded?  How many graphics are shown?  What lighting is included?  Is it sufficient for your needs?  Be very careful here - you may change your mind and need more items afterwards and these could come in very expensive so let’s hope you know what you’re comparing.Can you re-use the stand for less cost next time?  What is the cost of storage?  How easy will it be to change for the next show?

I’ve recently been exploring options for a client who wanted to put his stand design to tender.  This is always a fascinating experience as I usually start from scratch.  I may know a great bunch of stand designers who can quote but are they the right people for this job.  Are they going to provide the right level of service at the right price?  Do I need to look further afield and bring in a fresh pool of talent?

This blog series is going to explain the processes to go through and outline some thoughts on how best to brief the stand designer to get the quote and stand you want.

In my role as freelance event manager I sit in an interesting position.  My priority is the clients needs, but I also maintain relationships with the suppliers so they feel motivated and part of the team.  I manage politics and different cultures - would a European stand builder understand the constraints and issues of an America corporate? Would an American corporate appreciate the creativity of a European stand builder?

My preference is always to pay for quality - of products and of service.   Some clients don’t want this and cost is the number one priority.  I’ve let clients skimp on costs previously and it never works out well in the end.  The direct contact may feel good that they’ve got their budget down but then their bosses come along and are not happy about the way the brand is displayed.  Even in these times where everyone is fighting for new business, you have to pay for quality.

So why would you change designers if you’ve been working with someone for a couple of years?  After all you’ve built up a good relationship with them, you know how to get the best out of the staff on site, they know what the client needs and how they react to new ideas.  Change isn’t always easy but it is usually refreshing and opens up new avenues.

For most clients we put the design out to tender every couple of years, not to annoy the stand designers but to make sure that we’re getting value for money and that we’re not in a design rut. I’m always open and honest with the companies making them aware of the situation so that they know that  it’s not quite an even playing field but that there is still a fair chance that the business can be won.  I then leave it up to the designer to opt into the process. Once they opt in, they’re briefed and their every move is mentally noted to make sure that we’re getting the right level of service from the beginning.

You know how when you’re reading about marketing, they’re always telling you to think about "What’s in it for me"?  I’ve tried to bear that in mind but haven’t always had it as my main focus. However, today I had a reality check that really made the message sink in.

Picture the scene:

Child at school looking out at the rain.  They know that they forgot to take a coat, let alone an umbrella to school - well, they’re just not cool!

So instead of a lovely refreshing 20 minute walk home they're feeling a little delicate and text me asking me to pick them up in the car.  Now, I’m a bit of a mean eco mum - I try not to drive the car un-necessarily and I’m happy walking in the rain (although I do usually have the right gear).  Hence I sent a simple text back - "Why???"

As I waited for the response I was intrigued to think about how they might respond - would it be the appeal to my better nature or would it be a more skilful (and maybe manipulative response)?

It suddenly occurred to me that if they replied "it’s raining and I’d love to spend some time with you" I’d probably have taken the car.  Why?  Because they know that I value the time I spend with them and they would have channelled directly into my mind and found the one reason why I might have gone.  They’d have found out my motivator - my “What’s in it for me?

It really brought it home to me that any marketing/communication we send out simply has to have that hook.  If you relate to your customers and tell them how you can solve the problem they have problem they have then they’re much more likely to buy from you.

In the meantime, I’m still awaiting a response to the text...the rain has stopped and I’m not really a mean mum (honest).  I would drive to get them - if it was raining really hard and their shoes had spontaneously combusted! Ha ha!

Technology is moving on fast nowadays.  After all we can now talk to our phones and ask them to find a suitable meeting time, then email or text the people to invite them.  The only trouble is, we now seem happy to talk to a phone but not to actually contact the person and talk to them about the meeting.  OK, that’s taking it to extremes but I’ve had a few instances recently where I’ve been invited to meetings and yet not one person has tried to speak to me.  Hence - I haven’t gone along.

As a person I want to be engaged, encouraged and spoken to - emails just don’t always fit the bill.  So here’s 3 circumstances that may just make people think about how they invite people to events and meetings.

Case 1: I was invited to meet up with a new employee at a supplier.  I don’t use the supplier regularly but am willing to stay in touch.  However, I have now been sent 3 group emails inviting myself and other clients to contact them to set up a meeting.  This seems so lazy to me and as I’m not valuable enough to the supplier to warrant a phone call I’m just not going to use them any more.  

Case 2: A venue finding client wanted to host a small seminar in London and they had met a collection of potential attendees.  This seminar did incur a small cost but the Return on Investment on attending was huge - so it should have been an easy sell.  However, the client refused to call the interested parties and get them to sign up.  They were trying to be more subtle and didn’t want to appear to pressurise people. Emails are great but they can be ignored (see Case 1!).  If you really want to get people to sign up you need to do more than just blast them with social media.  Try the old-fashioned picking up of the phone - especially for a small event where you have already got agreement of interest.  It may take more time but I am sure it will get you the sign ups you need.

Case 3: I was invited to visit a local venue recently - the emailed flyer was once again sent to a large group of recipients. Emails such as these are almost junk to me - with so many arriving they have to stand out to get my attention.  So I didn’t pick up on the first email but was surprised to receive another mail, marked urgent, which asked why I hadn’t responded and was I attending.  Again, it’s not a venue that was essential to my business so I put the email to one side to consider and a few days received another mail, once again demanding I let them know if I was attending.  I can’t believe that this small venue had invited more than 100 people so wouldn’t it have been so much more impressive to call me and invite me personally.  I’m not someone who goes to the opening of an envelope but I am someone who has serious business clients who might use the venue.  Group emails may get you some numbers but do they actually get you the quality atttendees that you need?So this may all seem like a rant but hopefully  you can all see that each scenario would have been so much better by the organiser knowing their mailing list, what motivates and engages them and then making sure that they use a variety of communication, especially a phone call to encourage attendance.  Please PICK UP THE PHONE!

I’m considering launching my own events and thought I’d share some of the questions that have been running through my head.  It’s not an exhaustive list of things to consider but a broad sweep just for starters and it may help trigger some inspiration or encourage you to put aside some time to work on these issues.

• • Who’s your audience?
• • No, really.  Who is your audience?  What do they look like?  How do they behave?  What inspires and motivates them?
• •  Is this a paid for event?  Will this encourage attendance or put people off?
• •  If it’s paid for, how can you create real value for the audience.  It’s not just about telling people about your product but about inspiring them.
• •  Why would your audience attend?  Education, personal growth, fun?
• •  What does your audience want to leave with?  Inspiration/ideas/news/products?
• •  How can you get them to turn up, even if they pre-register?
• •  What experience can you give them?
• •  How long will they stay at the event?  How can you extend this?
• •  How can you build a relationship with your audience before, during and after the event?

I used to work with a wonderful lady (let’s call her Jo) who has left an impression on me as few do.  She was a hard worker who smiled constantly, she helped me grow my business and see the vision for what developed in the year’s after she left.  However the biggest impact she had on me was watching her deal with different people.  She was incredible and always won people over. 

In our job we have to deal with a lot of egos, people who in a stressful situation can try to categorise you and put you in your place as they’re scared of how successful you could be.  In spite of some difficult personalities Jo always managed to take on board people’s comments and keep smiling.  I always envied that ability - and still to this day, 10 year’s later I can hear her saying “ Kill them with kindness”.  Now this wasn’t about violence but about responding in a way that completely disarms your ‘opponent’.

I saw one of our suppliers totally flip out at an event and end up blaming Jo for many, many things, even getting deeply personal.  This lovely lady just kept on smiling and seemingly absorbing all the comments but not once retaliate.  Jo knew she was in the right and she knew that this tirade was the result of a stressful situation and lack of sleep.  So she didn’t rise to the bait but answered questions politely and with respect.  I think she even offered to go and fetch them a cup of tea once the situation had been diffused.  Yes, it did affect her but she was able to move on and keep moving the event forward without going into a corner for a screaming at the wall session.  She had enough self-esteem and courage to let that all wash over her and then not store it for future use.

So to this day I always try to respond to anger with kindness and understanding - I can’t say I manage all the time but it has helped me enormously.  Arguing about a situation in a stressful moment is pointless - what you need to do is let the other person’s steam escape and then work with them to find a solution.

I’ve said before that it’s really important to consider the skills and personality of each team member but it’s become more apparent again as I move forwards and change the way I do business.  Sometimes it’s just a gut feeling but other times it’s a dramatically different approach to a situation that makes me take stock and re-evaluate.

Have you every done a psychometric profile for work?  When I was much younger I always felt that any time I’d done one of these at interview I ended up without getting the job.  The disappointing thing was I never found out what the interviewers learnt - it might have given me some amazing feedback.  I have to say I didn’t go back and ask for the data or any feedback and would now recommend that to anyone who doesn’t get a job.  It may be as simple as your personal style doesn’t fit into the existing team or it may be that they were looking for a team player and you’re a leader.  However, I do believe that knowing that early on in your career can help you make decisions about which route to take.  So as you make career decisions I’d recommend you take any, reasonably priced, opportunity to learn more about yourself.

As an employer I used a system by Colourworks to try to get more information about potential employees before I brought them back in for a second interview.  It was invaluable - not just in learning more about the person but also to help me identify what I was looking for and which of my prejudices I was using to qualify or rule out that person.  After all an office full of me’s sounded great but really wasn’t the best way to build a cohesive progressive team!

So to the current day - things have moved on personally and in my career and I’m once again making some choices as to which direction to take.  As things have changed so dramatically in the past 3 years I’m looking at re-doing my profile to see how my values have changed. Much of this is related to age - I’m more experienced, I’m not quite so ambitious, I’m certainly not willing to drop everything to run to another country (well, not without serious consideration this time!).  As a result I’m really looking forward to exploring my values and motives again and seeing what direction life takes me.

I keep confessing to you all and I really have to stop this but then what value would a blog be if it didn’t reveal a little more about me and my thoughts each time?  That’s just my view though - I don’t feel I can write a regular blog without outlining my thoughts and values.  Many other people do write very plain, business like blogs and have enormous success with them.  I’m not aiming for a huge blog following but am still happy that it’s growing gradually.  So why do I do this?

Writing a blog each week can be a challenge - how to come up with ideas and how to allocate the time to post and promote it?  However, I’ve been surprised at the range of people who read it.  These range from local business people that I network with, to old clients who I’ve worked with for years and not forgetting the people I just don’t know but have found me via Twitter or SEO. So given that range of readers how do I make sure that I keep you all entertained, even if just for a 5 minute read?

I wonder how many people really have a good blog strategy and how many just write week after week?  My strategy - to keep my clients and prospects informed of my activity, my thoughts and my business values.  It’s the personal touch to my website that is hopefully, the inviting and more intimate element of my company.  But now I have these other followers should I focus solely on running a small business or go for hard core events tips? That’s my challenge -  to keep evolving the blog and keep you all interested - do let me know what you’d like to read.

So many companies outsource their social marketing to a specialist.  I’m sure this works really well to ensure it gets done and that it’s promoted effectively but is it really the right strategy for your company?  As a small business owner I’m very protective (over-protective?) of my brand and even when I employed staff I still had to oversee the use of the brand.  As such I just can’t see how anyone else could encapsulate and extoll the heart of Nutmeg.  For those that outsource I would really recommend that you use the agency as an alarm and a formatter but come up with the text, the message yourself.  Only the brand owner (be it company director or marketing manager) can really speak of the values of the brand so don’t give that away lightly.

I always find it a challenge to explain what I do.  So many people have their own vision of event management that as soon as I mention those words the listener disappears into their memory and assumes that what I do is what they think I do.  They activate their human listening filter. From art galleries filling their spaces with exquisite works of art, to the organisers of music festivals dealing with crowd control and highly strung band members, event management covers many areas and I have to bring clarity to explain my own particular niches.  This presents it’s own challenges as I want to come up with a snappy description of my business - encompassing all I do whilst inspiring the listeners.

It’s not easy to describe what you do - in fact I’d even say that you can’t do this effectively whilst your listeners have their own minds. They take the words you utter and filter them through their own memories and values.  The end result is a mismatch based on prejudices (good and bad).  Hence we need to work really hard to describe our roles and business in the clearest terms possible.

The first role I had to describe was one of sales and marketing trainee at Access, the credit card company.  Just mention who you worked with and suddenly you were inundated with views, opinions and issues.  The sales and marketing trainee aspect just got ignored.  As far as everyone else was concerned I could help them resolve their credit card statement issues, despite the fact that I was actually involved in market research and sales training for the terminals (no wireless electronic equipment in those days!)

I then went on to work for a company called Atex who made proprietary newspaper equipment.  As part of the Kodak group I was astounded when some visitors to a focused industry exhibition came up to me and asked if I could process their film.  Nowhere on the stand did we mention film, cameras or anything photography related but the Kodak brand was so strong in their mind that a small 20cm logo had attracted their attention.  So not only do we need to watch our words but also think about how your image is perceived through the human filter.

We can’t change the human filter - we all have it built in.  It enables us to pick up conversations from afar when someone mentions our clients or our favourite films.  It does that amazing thing where, once we buy a car we suddenly see 100s of them on the roads.  As a result I’m striving to come up with an objective but interesting description for my business so that I can automatically appeal to the interested parties and make the non-interested at least think about how events can improve their bottom line.  It’s an ongoing process and a fascinating one but one which means that I always try to tune my filters effectively when I’m talking to clients and prospects.  I’ve got to hear their needs and be able to respond and I can’t do that if my human filters aren’t fine tuned.

As you probably know if you’ve been reading my blogs, I’m on a mission to get out and about and meet and chat to as many interesting business people as I can.  I’ve found over the past few months that if I plan carefully I’ve always come away with something useful.  It may not be a sales opportunity but it can be some clarity or business inspiration.  However, I also have to confess that I’ve rushed into a few meetings where I was unprepared and without focus and have really found that I lost much of the potential value.

It is essential to think about why you want to meet each person before you set up a meeting. I’m not advocating a full time seat reservation at Costa Coffee but focused meetings that meet one of your outlined needs.  These needs may not all be sales focussed but may be about building your contact list, or they may fulfil your desire to help and support the community.  So, don’t set up meetings with anyone but do make a list of your requirements and consider if each person can meet that in some way. If they don’t meet those requirements, is it really worth your time? One last thought before you scrap the meeting - do they know anyone who can help you?  People buy from people so maybe the more people you know the more you’ll sell?

As you know, I work on my own now so one of my needs is to meet up with kindred spirits and just talk about my plans for my business.  As a result I’ve been lucky enough to find a small group of ladies who meet up once a month and discuss our business progress.  It’s a great pleasure to meet with them, and it gives me a chance to talk about my current business issues and what’s sometimes better, I get to support their businesses and help them grow.

Even in such a friendly regular meeting I go along with a list of what I want to cover and get out of the meeting.  I set out my issues and goals and make sure I cover them.  Even for new contact meetings I suggest you do this.  Conversations do have a tendancy to wander so it’s great to have focus and something to return too.  If it’s a sales call, not only do you look prepared and interested in them but you’ve got an agenda that makes sure that you don’t leave without the information/tip/contract you need.