Meeting News - December 3, 2007 - (Page 24)

MN Webcast Report CSM–planner communication: Don’t call us, we’ll call you ccording to a poll during the MeetingNews Webcast “Make the CSM Your BFF: How to Get the Most from the Planner-Convention Services Manager Relationship,” communication is a problem for many planners when working with a CSM. Most respondents (40.4 percent) indicated that they have no issues with CSMs, but 32.1 percent said that their biggest problem working with a CSM is that they are difficult to schedule a meeting with or to get on the phone. Panelists Tina Stark, director of housing and registration sales for the Salt Lake Convention & Visitors Bureau, and Vanessa Kane, manager of meetings and events with the Veterans of Foreign Wars of the United States, agreed and offered a number of pointers on how to facilitate communication from contract to post-con. Kane specifically stressed the value of a written set of deadlines, saying that although she has been in the business for years and has a good handle on A what needs to be finished when, it is helpful to receive a timeline for each event, and “often times that doesn’t happen.” Stark noted that not only is communication important, but communication via the appropriate medium is important. Some people prefer to use e-mail, while others favor phone calls; know what method your counterpart prefers—not only are you building a better relationship, but you’re probably more likely to receive a response, too. Anecdotal evidence shows generational issues at play, with younger people more likely to favor e-mail. She also suggested coordinating conference calls throughout the process to go over specifics, and emphasized the importance of naming a backup if the CSM needs to be out of the office. If either the planner or the CSM will be away from the office for a period of time, it is important to let people know in advance, and provide an indication to those who are trying to reach you, Stark said, adding that many people now opt not to change their voicemail or set an out of office alert on their e-mail, thinking that they will simply be available to answer correspondences on their BlackBerrys. Don’t be afraid to reach out if you feel like you need more contact with your CSM—properties are often willing to do whatever it takes to maintain a good relationship. Brian Keenan, assistant vice president of sales for the MGM Grand, in Las Vegas, said the resort has gone so far as to take personnel to the meeting planner in an effort to facilitate a great working relationship and make things easier —Kinley Levack for the planner. H Remember: Webcasts are archived at www.nielsencast.com, so if you miss the live event, you can still learn from the experts—for free! The next MeetingNews Webcast, “Maximize Your Business Golf Meetings and Increase ROI Immediately,” will take place on Dec. 6 at 2 p.m. Register at www.meetingnews.com/webinar/golfroi Luxury accommodations with 276 guestrooms and suites, 76,000 square feet of flexible indoor and outdoor meeting space including two state of the art amphitheatres, professional experienced conference management team, t ur n ke y in house c r eativ e d e s i gn , 1 8 hol e championship Donald Ross Golf Course, 12,000 sq foot world class spa and fitness center, tennis courts, highly acclaimed and award winning dinning. Bilt mor e aw aits to plan you r e v e n t or m e e ti n g Call us today (800) 456-1926, (305) 913-3100 sales @b iltmorehotel.com G O L F / S PA / T E N N I S / F I T N E S S / F I N E D I N I N G 1200 Anastasia Avenue, Coral Gables, Florida 33134 1.800.727.1926 BiltmoreHotel.com 24 MeetingNews December 3, 2007 www.meetingnews.com http://www.mimegasite.com/mimegasite/events/webcasts.jsp http://www.nielsencast.com http://www.meetingnews.com/webinar/golfroi http://www.biltmore.com http://www.biltmore.com http://www.meetingnews.com

Table of Contents for the Digital Edition of Meeting News - December 3, 2007

Meeting News - December 3, 2007
Contents
What’s Up @ MeetingNews.com
MN Webcast Report
Successful Meetings University
Advertisers Index
Live from the Forum

Meeting News - December 3, 2007