Author: Michelle Walker, Manager, Conference Services, Nipissing University, North Bay, Ontario
Day in and day out we fulfill our client requests. They need 3 break-out rooms we give them 3 breakout rooms. Clients ask for a working lunch menu, we give them a working lunch menu. They need 5000 sq ft of trade show space, we book that for them too. They need a data-projector, we arrange to have it set up in their meeting venue. I think we do a darn good job at giving clients what they ask for, but do we EXCEED their expectations? Do we give them anything extra? Do you take the time to ask yourself what little thing could you do to go above and beyond what they are expecting? What makes your service, your venue stand out from your competitor down the street, across the province or across the nation?
Have you thought of anything?
It could be something as little as hand creams and hairsprays in the women’s washrooms the night of a big banquet, or mints and mouth wash in the men’s. What about a washroom attendant? Get a local Spa or Salon company to sponsor the service.
Student ushers? Maybe you have a volunteer or student Ambassador club on campus that needs to contribute volunteer hours. Could they assist as doormen, ushers or tour guides getting delegates from one venue to another?
How do you exceed your client’s expectations? Please share your ideas with us!