Doing Good and Sleeping Well

One of the most frequent conversations I have with people in the industry concerns how few of you went to school to prepare for a career in tradeshows — but you have all stayed in the industry in one capacity or another.

We all agree it's a great industry with great people. No one wants to look back and wish they had spent time doing something they hated with people they despised. Being in this business assures that will not happen.

Sometimes our people and their families need help. Illness, death and job-related injuries will devastate a family — especially when the primary wage earner is affected.

The Exhibit Designers and Producers Assn. Foundation is proud to present the annual Randy Smith Memorial Golf Classic each year to provide this type of help. This year's event, founded 10 years ago and still guided by Rich Johnson and Ted Peterson, will take place Sept. 17 at the Chateau Élan Winery and Resort in Braselton, Ga. Proceeds go to industry families in need of financial support to overcome huge medical bills, loss of income and other needs.

Fees from golfers and sponsors support the Classic and the families that need the help. It's good to know that we can give back ... and do.

Along these lines, stay tuned for an announcement from Tradeshow Week about another important industry initiative we are involved in as well.

We all travel enough that we have our usual airline, hotel and other pet peeves. I have been chomping at the bit to share some of mine with you, but figured that my experiences were not that different from your own. I then realized that the group experience — yours, mine, attendees' and exhibitors' — was what mattered.

The tradeshow business is recovering from an Armageddon-like series of events — recession, 9/11, SARS, war, more war, etc. I remain heartened and impressed by the determination and vitality of the industry that has persevered through such hard times.

But are we doing everything we can to improve the experience of our customers? We know that attendees are already a bit travel weary — if not travel phobic. Things that the show manager, service contractor and convention center do not control can ruin the experience for a customer.

I find hotels are often the culprits. Now, let me say that there are many, many fine hotels in the United States and abroad that are run by dedicated pros — many of whom I have had the honor of meeting.

But service slips at times — and can make folks just plain old unhappy. A really bad experience at a hotel will make your customers mad — at you, at your show, at your building.

Hotel managers, listen up. Here are the TSW Top Hotel Pet Peeves:

• Walkie-talkies: If you give your staff members radios, give them ear pieces — and make them mandatory. There is nothing worse than a loud radio at 3 a.m. outside your door blurting, "Hey Jimmy, are you on the 12th floor yet?"
• Room service: No mayo does not mean extra mayo. A pitcher of water does not mean a glass of water. Train the team to listen (and help them out by putting the phone that takes incoming orders more than two feet from the trash compactor).
• Newspapers: Offer the Wall Street Journal.
• Front desk: If you have a nonsmoking king, give it to me. Don't tell me you do not have one — then make me explain that I made the reservation 10 months ago, demand to see a manager, and otherwise behave foolishly — so one can miraculously appear.
• Operators: Instruct your staff to answer the phone with the name of the hotel and the city in a clear voice. I once had a colleague call the hotel three times because he thought he kept reaching the wrong number. Also, it helps if it doesn't take 32 rings before someone answers.
• Housekeeping: The "Do not disturb" sign on the door at 7 a.m. means just that.
• Restaurants: Close them at closing time — not 10, 20 or 30 minutes early because the assistant manager has a date.

Have a pleasant stay.