designing the destination

at some point, you just have jump off the cliff...

2011-03-01T09:50:00.001-08:00

Post by TMM guest blogger

Lauren Stout, DMCP, CTA, Director of Sales

I can’t take credit for this saying… I was recently reminded of it by one of our well-respected colleagues in the industry. For me, it is equally applicable in the office as it is at home.

Human nature tends to be quite resistant to change… I tend to be more resistant than many. To say I’m a creature of habit would be an understatement… I eat the same thing from the same restaurants all the time, I have taken my coffee the same way for 10 years, I always pick out my outfit for work the night before, and I only use my email inbox at work for tasks that have not been completed. Everything else is systematically filed.

I realize that big change can bring big rewards… but at the same time, it is almost always uncomfortable. Case and point – we are implementing new software at the office and our partner understands our reticence to implement until every last formula is completed and every little button is perfectly branded and beautiful. It was during software orientation that she said something I found particularly valuable from a sales perspective “at some point you just have to jump off the cliff….”

Being a perfectionist by nature, I don’t like to do tasks unless they are as perfect as I think they can be. This is good and bad --- the product is usually very thorough, but it can take longer when you hesitate to just make something happen. There is most certainly a fine line between doing something right, and doing it at the right time – in a perfect world those lines will cross and you will invest exactly as much as you need to, no more, no less, to create the ideal product for your customer.

So, without further adieu, I’m going to continue to “jump off the cliff,” provided I have enough information to know that although it could be a bumpy ride down, there will be a stable enough landing at the bottom that I won’t be annihilated.

new year...new priorities

2011-02-01T06:40:00.000-08:00

I love using the new year as a springboard for new priorities. Just as I have to start diets on Mondays, I need to create new priorities at the beginning of each year. What I find that I have to do to make this happen is to clear out and de-clutter my life. This year more than ever, I am in a “less-is-more” mindset that is creating space for me to have new goals.

In December, I held my first “Tradition Sharing” brunch for my kids, nieces and nephews. I wanted to clean out years of collections and yet wanted these special items to be enjoyed by the people I love most. Two weeks before Christmas, our breakfast room was filled with multi-seasonal decorations, artwork, furniture and home accessories. To minimize the competition – a lottery system was used. By the end of the day, everyone had the things they wanted and I had great pleasure in seeing them enjoy so many things that I had loved.

Next, I resigned my positions on the Board of the Mission Valley YMCA where I had served for the past 20 years and on the Board of the DMC Network where I had served as President, Membership Chair and Board Member for more than 10 years. I believe that Boards should be vibrant, evolving organizations and that there is great value to a balance of experience and new talent. I wanted to make room for new people – and I wanted to make room in my life for new priorities. The Network won’t have to make many adjustments as Trevor (my son and owner of TMM OC/LA) joined the Board.

So – what now? I want to learn a thousand new things – starting with my iPad. I want to take workshops at the Apple store and get comfortable with all that it can do. I want to go to Machu Picchu this year – I want to be the best wife, Mom and Yiayia I can be. It all takes time. And I want to be healthy and able to continue contributing to our company, our industry and my friends.

New Year – new priorities – new learning opportunities. I am excited. Hope you are too!

yule blog

2010-12-17T21:32:00.000-08:00

Post by TMM guest blogger
Lauren Stout, DMCP, CTA, Director of Sales

I have been teased relentlessly at the office for the name of this blog, but in traditional quirky Lauren spirit, I think it’s hilarious and I’m posting it anyway. (For those of you who don’t get it, it’s a play on Yule Log.) Moving on…

It would be appropriate to write a holiday themed blog this month, and I was thinking of topics while I was hand decorating dozens of miniature Christmas trees to give to our valued industry partners this time of year. Then, with hands full of glitter, pine tree fragments and twine, it occurred to me – TRADITION.

Tradition is perhaps one of the most valuable parts of my life personally, and now, (referring to the miniature trees above), professionally as well. I was raised in a household that valued tradition almost above anything else – we joke that my dad is “Mr. Christmas,” and to this day, I still consider him the patron saint of all holidays. As I have grown older and now have my own household to run, I have carried many of those traditions forward. Some are silly and small: “always eat Junior Mints in threes”, and some are more meaningful: give your child a new ornament every year for the Christmas tree that represents the past year.

The tradition bug has carried over to work as well…. For the past several years, we have given our annual holiday gift of a miniature live Christmas tree. As each year passes, we revisit our friends – some have collected half a dozen trees over the years and don’t throw them out… some take it home and plant it. And some, go to the trouble of decorating it with mini ornaments. What they choose to do with the gift is less important than the fact that they anticipate it every year, and we are greeted with smiles when we walk in the door of their office carrying a mini tree farm.

It is well worth the glittery pine tree mess to be greeted with the anticipation of our valued partners and to participate in yet another holiday tradition every year.

the question is...Y give?

2010-11-16T21:59:00.000-08:00

As I get older, I am reminded on a daily basis of how blessed our family and business has been. Our good fortune has been dimensional – starting with strong, long-lasting personal and professional relationships and loving support. When you have always had something – it is easy to take it for granted.

What does it feel like to not have your most basic needs – physical or emotional met?

What does it feel like to be alone?

Most of us take for granted the blessings and good fortune we have. I have been involved with the Mission Valley Y for 22 years. My first introduction to the Y was in 1988 when we were asked to partner with GE Plastics on “SHARE TO GAIN” - one of the most ambitious corporate/community service projects ever. It was decided that between January and April of 1989, GE Plastics employees would renovate five nonprofit facilities--one by each of the four main divisions that would meet in San Diego, and one by another sales group that would be attending. Building renovations would be a particularly apt team-building project because participants could use many of the company's own products.

After considering twenty different possibilities, the planning committee chose five: the Copley Family YMCA near downtown San Diego; the Armed Forces YMCA, an antiquated facility catering to young enlisted personnel; the YMCA Surf Camp, an overnight beach site for YMCA's youth groups; the St. Vincent de Paul/Joan Kroc Homeless Shelter, a facility providing shelter for over 400 homeless people; and, finally, the William J. Oakes Boys' & Girls' Club, a safe haven for children of a dangerous San Diego neighborhood.

During the course of their five meetings in San Diego – with counts ranging from 100 to 700 people, our job was to identify and help coordinate local projects that would remain long after GE left. Ultimately, this incredible company sponsored more than $1 million in supplies and the combined efforts of a work force of 1500 +. It was the first example of “Extreme Makeover” – what a difference a day made.

Their teamwork – their common focus provided them an inarguable platform for shared goals. It was good for the community – it was good for the company and its employees.

Since that project, I have always enjoyed finding ways to tie destination management to giving. First, we designed our Bike Building event that has become an industry standard. Then, over the years, we worked with the military to identify projects that we could promote and support. This included MOM (Military Outreach Ministry), Wounded Warriors and other initiatives (With San Diego housing the largest Marine base in the country – there was always great need and appreciation. Our many private corporate events hosted at MCAS (Marine Corps Air Station Miramar) benefitted MCCS (Marine Corps Community Services) who help the families of the military personnel.

On a worldwide level, I have had the honor of working with Project Concern International – an amazing organization based here in San Diego . This year, we supported the celebration of their 50th Anniversary. Using our company American Express points, we sponsored the airfare for a young man named Tobias Tembo to travel to San Diego from Zambia. He is one of the lucky ones – an orphan child who was saved and who is now working to save others. He was asked to present the Humanitarian Award to Dr. James Turpin – the man who founded this heroic organization 50 years ago when he first opened an orphanage in Tijuana.

And, just last week, while the Board of Managers for the DMC Network was in San Diego for our annual Strategic Planning Retreat, we prepared meals at our local Dream Dinners and delivered meals to Ronald McDonald House families to enjoy.

This is what I know to be true – we can make a difference. As an individual, a family, a company – there are things we can do to make a difference. Look around and consider the possibilities – what is it that you can do?

i need it yesterday…

2010-11-01T05:47:00.000-07:00

Post by TMM guest blogger
Lauren Stout, DMCP, CTA, Director of Sales

One of the most prominent changes in the hospitality industry is the reduction in pre-planning time for a program. Historically, DMC involvement in program planning would be requested 3-6 months in advance, or longer. Now, it is not uncommon for us to get requests for program site, planning and operation only 30-90 days out. The shortened planning window may sound stressful, but it has given us the opportunity to adapt our systems. Here are a few things that are allowing us to remain continually flexible:

Proactive receipt of information: we don’t wait for vendors to advise us of their changing rates – our sales team is aggressive in requesting all pricing from vendors, venues and suppliers to have it on hand for a quick turn-around.
Modern Software: Adaptation of new modern software helps us prepare our proposals more quickly and efficiently to meet deadlines… time is a luxury these days!
High Impact Electronic Media: The advances in our software development have expanded our proposal capabilities immensely. We are able to produce proposals that are sensory and include not only still shots, but video and sound clips embedded in them. This paints the picture for any event that is right around the corner, and perhaps there will not be time in the planning cycle to produce a table set.
Early Operational Involvement: When the planning window is so close to the operational window, we are required to involve operations immediately from the beginning of the sales process. This allows for the most thorough transfer of knowledge and comfort level between our clients and our operations team.
Educating our Partners: We have an obligation to advise our partners in the hospitality industry of the shortened planning cycles that we are experiencing, and also let them know what type of information is most beneficial to us and what formats are most accessible for a quick turn-around.

rentals, anyone…

2010-10-04T06:28:00.000-07:00

Post by TMM guest blogger
Lauren Stout, DMCP, CTA, Director of Sales

TMM’s parent company is the majority owner in a local event rental company. The rental company has a diverse clientele and services weddings, local golf courses and social events within Southern California. The added seamlessness of our in-house rental division is perhaps one of our greatest assets and what sets us apart in a highly competitive business environment (and.. selfishly…. It makes my job easier!) Our offices are adjacent to 16,000 square feet of warehouse space, housing linens, centerpieces, lighting, tenting, chairs, heaters and a myriad of other special event rentals. We are lucky enough to physically have seamstresses onsite that can create custom linens when the request comes in –or fill a last minute order.

The business advantages of the rental company are easy to see – flexibility, quality control and superb value:

Supreme flexibility – Rarely does an event NOT have a last minute change or addition… when another dining round is added 2 hours before a dinner, we can provide a coordinating linen, chairs and napkins for it.
Quality control – by managing event rentals we are aware of all products that leave the warehouse, and know their quality and accuracy of the order. If a client needs 300 fruitwood chivari chairs, they will all be fruitwood… not mahogany, red, and espresso (unless of course that’s what they ordered).
Value Add– We are able to remain more flexible with the cost of rentals for our clients and industry partners. This is perhaps the top concern on everyone’s mind in a sensitive environment. It also allows us to make the most of the budgets we are given and ensure a quality, cohesive event within a wide variety of financial parameters

While it is extremely valuable from a professional standpoint, the personal advantage is not to be overlooked. It is a luxury to have décor at my fingertips for creative inspiration. When I’m tasked with designing a new event, I walk 50 feet behind me to the warehouse and am presented with a veritable maze of linens, fabrics and chairs. It is an event planners version of heaven…

the power of personal hospitality

2010-08-26T06:33:00.000-07:00

Our San Diego TMM Team recently produced an exclusive corporate event at the private, fifty acre ranch of Duane Pillsbury and Joan Embery. Nationally known for her television appearances with animals, Joan has appeared on the Tonight Show with Johnny Carson and Jay Leno, Good Morning America, PM Magazine, The Home Show, Donahue, Hour Magazine, Entertainment Tonight, and many others. She has hosted two series, Animal Express and Animals of Africa, which have aired both in the United States and abroad, and the Baby Panda and Challenge to Wildlife specials for Public Broadcasting.

At the ranch, Joan raises Quarter horses, Miniature horses, Lippizans, Warmbloods, Clydesdales and Percherons, and her California State Grand Champion Brahman Bull, Bruiser. She also maintains an assortment of animals which travel with her on appearances.

Guests arrived at her home – recognizing the unique opportunity . . .but having no idea of the extraordinary hospitality awaiting them. As they walked up to the front gates, Joan rode out on one of her prize horses to greet them personally. She then worked with her team of handlers to provide a very personal and up-close introduction to her menagerie.

With pride and affection, Joan continued to educate and delight guests with a showcase of her animals – helping everyone appreciate the amazing traits of varied species. From the tiniest armadillo to the elegant cheetah... Joan ensured an evening of magic.
As the sunset waned and the stars came out, Joan then accompanied guests to one of the barns where an elegant and sumptuous dinner was served.

What impressed me most this evening was the genuine hospitality of our hosts, the effort they made to ensure the comfort and enjoyment of their guests and the beauty of their ranch. This evening reminded me of the “power of personal hospitality” – welcoming guests with genuine warmth and pride. It was an evening to remember!

“mama always said”

2010-08-20T10:42:00.000-07:00

Post by TMM guest blogger
Lauren Stout, DMCP, CTA, Director of Sales

One of our most recent “water cooler chats” at the office was a bit deeper than the normal “post-weekend-recap-what-celebrity-is-dating-who-did-you-see-my-cute-new-purse” chat. We began reminiscing about the things that our parents or spouses and family have repeated to us (sometimes like a broken record,) throughout our lives. For some of us, these are proverbs to live by; for others, they are just now becoming pertinent during the complex state we are all living in.

Here is the “Hall of Fame” of one-liners from our staff that you have our permission to use for your own personal gain, motivation or simple laughter.

If you don’t find at least one that resonates with you, then you may be dead inside…

Measure twice, cut once
Your attitude determines your altitude
God gave you two ears and one mouth for a reason
Do unto others as you would have them to unto you
Tough times don’t last, but tough people do
Always try to learn from your mistakes otherwise life will throw the same lesson at you until you do
Never present a problem until you have figured out at least one possible solution
The truth will set you free.
The worst never happens

Is it the case that when life is more challenging you are more open to advice from other people? It is interesting to me that we tend to only have these conversations when feel the need for guidance and direction ---- we tend to forget the wisdom of others when we are on cruise control. How would our actions be different if we solicited wisdom of others even when we were the most sure of ourselves?

a colorful challenge

2010-08-18T06:14:00.000-07:00

Post by TMM guest blogger
Lauren Stout, DMCP, CTA, Director of Sales

I recently had a very specific request for a client: to create an elegant awards dinner --- seems standard enough, right? However, the most important specification of the evening was that there had to be five different linen colors – all in very close proximity to each other. The five colors sounded like a lot, but the purpose of having five colors was to identify different teams for an interactive exercise that would take place later in the evening.

Initially, I was determining how TMM could create the appropriate atmosphere in accordance with the inherent venue design. It was also important not to lose the focus of our pattern by bringing in so many colors that they competed with each other.

As we conducted a walk-through onsite, we discussed several different themes. My first inclination was that the color selection should be monochromatic to avoid visual cacophony; the downside of a monochromatic look was that it wasn’t bold enough.

Our design team decided on a color selection that encompassed the principal hues in the elaborate carpeting at the venue– a natural fit. In the end, we discovered that the most essential element in keeping a cohesive atmosphere was the simplicity and uniformity of the centerpieces. Each dining table was centered with a trio of beautiful curved glass vases featuring an oversized ivory pillar candle. The glow from the candle light and the pin spotting caused an ethereal glow on the taffeta table linen and our colorful “challenge” had successfully been surmounted.

start the day with B.A.G.E.L.S

2010-08-12T08:51:00.000-07:00

Post by TMM guest blogger
Lauren Stout, DMCP, CTA, Director of Sales

Perhaps my favorite part of my work day is when get settled with a cup of coffee and BAGELS – not what you might think. I’m referring to B.A.G.E.L.S. the acronym – my daily journal. TMM recently attended a sales training seminar and this was perhaps the most unique lesson I took away. I find it personally and professionally enriching and I recommend it to anyone in any industry to give focus and poise to their day. Everyone knows that our work life and our personal life blend together, especially in an unpredictable, chaotic industry such as hospitality, and this is an ideal way to manage your growth in both arenas.

Keep a journal – may even be your office “ to-do” list or notebook – and as you begin your work day, take five minutes to fill out the following items:

Behavior: Your daily behaviors (number of calls, to do list)
Attitude: Something good about yourself that makes you successful
Grateful / Goals: What you are grateful for/ restate your long & short term goals
Evaluation: Evaluate yesterday, what went well and what did not
Lesson: 1 lesson you learned from yesterday
Success: 1 successful thing you did yesterday

This daily practice gives me a compass for my work and my personal enrichment, and it helps me continually improve my role at TMM. I can’t recommend it enough….

let's break the ice!

2010-07-30T07:53:00.000-07:00

Post by TMM guest blogger
Darin Roper, Account Executive

TMM recently came up with unique teambuilding event that was really "cool". The attendees just loved it, and as a teambuilding, it really "chipped away" at any inhibitions.

We started the event with a master ice carver doing a demonstration on how these works of art are actually made. Then our guests were required to create their own masterpieces in ice. We supplied them with all the necessary tools and precut ice pieces. Their task was to form a sculpture with the supplied geometric forms, and to use the chiseling tools to embellish it. Creativity was a must, and no two sculptures turned out the same.

Illuminated by the light boxes, the sculptures were truly amazing! The guests were so enthusiastic about the competition, and our client was so pleased. She wants us to replicate this event for her in....Budapest!! Now that is one great teambuilder.

The master ice carver begins the demonstration

The team works together to build their sculpture

A finished ice sculpture

sitting on the other side of the table

2010-07-28T06:09:00.000-07:00

Fabienne and Patty

I recently had the opportunity to work as a Trip Director for a high level corporate program in Barcelona, Spain. I only go on the road in this capacity once every year or so. Part of my motivation was the caliber of this program; the chance to see Spain (which I had not yet visited) and to work with my dear friend, Patty Blank who was responsible for much of the planning.

I was responsible for the evening events which included private dinners for various business units at some of the city’s most famous and popular restaurants; a dine around for 350 guests and two venues (including the famous Casa Battlo and Can Travi Nou) for offsite dinners. The DMC services were being provided by Anne Karine Vogt and her company, “another konzept”. I was looking forward to this assignment as I felt well prepared based on my 32 years in the DMC business.

Casa Battlo

Can Travi Nou

What became so interesting to me over the course of the program was to recognize the “markers” – the indicators – that our partner was really, really good. As each day and event passed, I became less concerned and more appreciative of their skills and commitment to this program. It caused me to evaluate our own company from the outside in.

The primary markers for my appreciation were:

Key staff were aligned with key functions – i.e. transportation; daytime activities and evening events. . . we were set up to mirror that structure
another-konzept was on-site at the hotel with us – working side by side to confirm, change and add services as needed
The DMC staff was knowledgeable, well-known to their vendor partners and highly respected
They were as flexible as they could be
We worked as PARTNERS – addressing needs and challenges together
Their paperwork was simple – allowing us to match up services and charges line-by-line
I knew within days that I could trust them and believe what they told me
We had FUN working together

So – what can I say about this experience, sitting on the other side of the table? It reminds me to mirror our structure to match our clients’ needs; to stay close and available during demanding and ever-changing programs; to work as Partners; to keep our paperwork simple; to be trustworthy and yes, to remember to have FUN TOGETHER!

what do you learn when you are hanging on for dear life?

2010-07-19T07:16:00.000-07:00

Last year – “Survivor SoCal” was our theme for the year. We trimmed our business and our expenses in every possible way. Projects were put on hold and our “In To Lunch” campaign was our marketing initiative for the year. 2010 has brought with it a cautious recovery, but we continue to take one step at a time as we rebuild our business platform.

Gathering in Idyllwild in May, our Leadership Team arrived to again review our progress against our Plan, make any adjustments necessary for the remainder of the year, assess the market as it is and to re-focus our team’s effort to deliver a successful year. I have always believed that experiencing personal and business lessons is far more effective than reading about them. So – into the trees we went.

Working closely with Paul Blanchard, owner of A New Team Adventure one of our favorite partners in Southern California, we identified our goals and what we could accomplish with the time we had. Though rock-climbing was #1 on our list – three people on our team had conditions that prevented them from participating at that level of activity( pregnancy + wrist surgery + bad hip) do not add up to rock climbing! So – we opted for another option - a dynamic, challenging and thought-provoking ropes course.

How to have fun – try something new – and learn about ourselves and our work habits. No matter our individual fitness levels – everyone participated in the wide range of activities. Whether on the ropes as part of a two-person team – on their own –coaching and cheering from the ground - or traversing trees blindfolded and directed by their peers – each person had the opportunity to explore the scope of their individual strength, fear , coaching skills and focus.

One of the most interesting lessons of the day. . . with each subsequent effort, we considered or recognized a better way to do it on the next turn. Each team’s efforts provided insights and tools to be more effective the next time – resulting in continually improving success. Now, how does that apply to our daily work? How do we learn from each other’s efforts?

Something else we learned . . . we make assumptions all the time. When given instruction – we add our own interpretation to the meaning of the task. We often make the assignment more complicated than it is.

Our work style. . . we take action before we plan. How familiar does that sound? For some reason, we feel compelled to move before we identify a strategy; gain consensus and fully communicate the role each of us is to play. How does that habit show up each day?

We learned a lot that day – we recognized our own self-imposed limitations and viewpoints – and we recognized that we influenced each other greatly. We had fun! Time to come down from the trees and get back to work – we’re keeping our balance.

how do you measure success . . .when the numbers aren't there?

2010-01-18T17:05:00.000-08:00

Does anyone out there want to shout about the successes of 2009 – if so, please shout loud enough so I can hear you? It was a brutal year from a business perspective and one that forced us to make so many changes. But it was also a humbling year that required of us to do our best and learn some business and life long lessons.

The FIRST LESSON is – there are always new lessons to be learned.

The SECOND LESSON is that in the absence of “financial success, you have to dig deep to find your own measures of success - personally and professionally.

Let me start by saying that I know I am one of the luckiest women in the world. I enjoy abundance in my family, my marriage, my friends and my career. But darn it, 2009 WAS HARD. Terry and I thought the “tough years” were behind us - THIRD LESSON

In July, we talked about our Survivor SoCal Leadership Retreat, in which we didn’t even fully realize what we were going to have to face. Now, looking back, it is evident that we wanted to believe it would get better…sooner...and it didn’t. We have reached deep into the heart of TMM to re-design ourselves and to make every adjustment necessary to carry us through.

So as I whine about what isn’t . . . I think about what is. Here are a few of the measures of success we all share:

Family and friends are long term, money is short term
One good opportunity will change the entire direction of your circumstances
Focus on what you are becoming – not on what you are or on what you were
Treat each others well – your associates, your clients and most importantly, the people you love
Pause to be grateful – to say THANK YOU – and mean it

As many of you know, travel is one of my greatest pleasures – and in 2009 I took advantage of the time I had (no business coming to SoCal) and checked off a few more of the places and people on my “bucket list”.

In May, it was a road trip for Patty Blank, Jennifer Brown and I to open up Patty’s Montana home to enjoy for the summer.

In July, again with Patty, my sister and nieces, and the women who were with me in India last year, we joined Project Concern on a Vision Trip to Zambia. There, we met so many wonderful people and women who are changing their world and their children’s lives, through self-empowerment groups.

Just a few months later, we were on the road again to San Miguel de Allende, where history, culture, art, cuisine and friendship blend in perfect balance.

So the final lesson we learned in 2009 - we did indeed survive! We remained healthy; we remained committed to our business and its future . . . and enjoyed a few special trips too.

It was a year filled with great memories of travel, friendship and fortitude. Our staff was wonderful, supportive and focused at a time we needed them the most.

I hope your year also was filled with successes – ones that may not be so clear at first glance, but equally rewarding and measurable when thoughtfully considered and acknowledged.

HAPPY NEW YEAR to all – may this year be full of promise and performance!

SURVIVOR SOCAL. . .

2009-07-27T14:06:00.000-07:00

Where is my “heavenly bed”?

Twice a year we bring our Leadership Team together with our business consultant Steve Wilders. At our summer retreat, we review our progress against our plan, make any adjustments necessary for the remainder of the year, assess the market, and re-focus our team effort to deliver a successful year.

As we started to make plans for this year’s summer outing – the theme SURVIVOR kept playing in my head. This year – our goal is to survive, to get through this economic meltdown and to keep our service and reputation in tact. The worst part of the year has been the down-sizing of offices and the corresponding personnel adjustments. These are good people, and we want to do the best we can for our staff.

So - what to do mid-year…how to motivate and inspire staff in a dismal business environment. . . how to have fun . . .how to get the work done that needs to get accomplished. . . and how to do it on a dime? Hmm - sounds just like the challenges facing our clients and the daily solutions we our selves are being asked to provide.

Early one morning while hiking Mt. Helix, I decided that our Leadership Retreat would be an adventure. Focusing on the message OUTWIT – OUTPLAY – OUTLAST, Steve and I planned our program. No hotel rooms, no restaurant or catered meals, no comforts. Our job was to challenge our team - to do everything for themselves and to do it with limited funds and time. Their only instructions r eceived in advance - they could bring a sleeping bag and backpack.

On day one, the team met at a designated location and was given their instructions, which included specified stops, photo documentation, buying all the food for the group and finding our ultimate destination in 3 hours, GET GOING. Once we re-convened mid-day in a campsite outside of San Diego, they had to make lunch, set their tents, compete in challenges and prepare dinner on an open fire.

Last event of the day – we watched the movie, Apollo 13 under the stars with a fire to warm u s and the lessons of survival, teamwork and determination to be re-learned.

Day two started with an early morning hike, a review of the lessons from the movie, more challenges, breaking camp and reflection. What have we done well this year? What are our greatest accomplishments? What can each of us do to be part of the solution?

The feedback on our retreat. . . – “one of the best ever”, “inspiring”, “fun”, “money well spent”, “the right message for these times” – GREAT TEAMBUILDING!

So, I always ask the question – what did we learn?

We learned that $$ doesn’t equal fun
That lessons in teamwork are some of the best lessons in life
That we can get by with a lot less than we are used to
We learned (again) to focus on our future – not our past
We were reminded to focus our energy on what we can control
Limit exposure to negativity – the world is full of beauty and opportunity
Do the work – no matter how challenging, keep moving forward

That heavenly bed – oh yeah, that was another lesson. There is no place like home – and that night when we returned to our homes, we appreciated our family and our comforts more than ever. We are surviving and more than that, we are doing it as a team!

THE LEMONADE STAND IS OPEN

2009-04-08T18:16:00.000-07:00

We had a visit today from one of our favorite business partners, Ray Gosselin, from Epic Entertainment. We have worked together for more than 20 years and truly value our partnership. As we sat and discussed “the state of the industry”, he shared with us a most inspiring story. He told us of a cancelled program that was to take place last weekend with name entertainer Terry Fator -the ventriloquist/impersonator from “America’s Got Talent”- who now headlines his own show in Las Vegas. As in so many cases, the corporate host paid for the entertainer, including the cancellation expenses. The predictable course of action would have been to cancel the performance. However, Ray talked with Terry’s agent and then with the commander of MCRD (Marine Corp Recruit Depot) here in San Diego, and together, they brought Terry Fater to town to entertain 1,400 military personnel, wounded warriors, and their families.

Now why isn’t that in the news? Cancellations are happening all around us at alarming rates. In many cases, there are resources that have been paid for and abandoned. If we can’t stop the cancellations, can’t we look for ways to “turn lemons into lemonade”? Can hoteliers make cancelled rooms available at significantly discounted rates to military families, Make-A-Wish Foundation, and other organizations that could use the assistance more than ever as donations and philanthropies have been impacted by reduced giving?

Consider the possibilities if you are in a position to make a difference. Focus your energy on the things you can control. Take the time to identify what you can do, how you can help, and be the kind of partner you would like to have. We have always valued Ray as a partner – and his efforts to turn this business disappointment into something really good and really special is proof once again of why he is such a respected and important partner to TMM.

Spending with Purpose

2009-03-01T15:34:00.000-08:00

I keep thinking about this topic – and have finally decided to put my thoughts out there to share. Like all of us in the event and meetings industry, I am so tired of having people “shoot us between the eyes” when information about a corporate meeting or incentive program makes its way to the news. Is there one of us who has not experienced significant cancellation of business in 2009 as a response to “perception?" We are seeing dangerous shifts in public opinion and regulatory requirements that are driving change in the ways company conduct business.

An article published by the U.S. Travel Association clearly outlines the risks before us:
• Incentive travel perceived as a symbol of excess
• New regulatory restrictions
• Temporary changes in travel policy that may become permanent

What Can be Done?
What is our realm of influence?
What is prudent cost management and how can we best support appropriate disciplines?
How do we safeguard the reputation of our industry and products?

We must work together to define the issue and distinguish responsible meetings and events from perceived boondoggles. We have to define and educate the absolute importance of our industry’s survival because of the economic impact we have in communities and not to mention,the millions of jobs and families we support. We are an economic and professional force, and we have to work together to make sure our voice is heard...

We have to think smart; think responsibly; think with purpose. How do we maximize the positive benefits of our meetings and events? How do we make sure that every dollar spent has a purpose – and a re-purpose? Let me invite writers from our local paper to see what it is we are doing to ensure the shared benefit of dollars spent in our area of service. It isn’t business as usual – but it is business with intention and purpose. Educate; train; inspire; reward – and do it with conscientious and purposeful planning.

Make Small Changes Everyday

2008-11-23T10:20:00.000-08:00

Post by TMM guest blogger
Trevor Hanks, CMP, DMCP, Vice President of Sales

Boulder, Colorado 1994 - I remember it like yesterday… sitting with a beer in my right hand and the Rocky Mountains over my left shoulder, on a sunny Fall Friday. I had a conversation with a young man (maybe 20 years old) and he explained that if we, as the next generation, don’t change our environmental practices that we will have to live with catastrophic change around us and our environment within the next 20 years.

As I looked at this dread-locked, slender built, interesting smelling and less than perfectly manicured young man telling me tall tales about far fetched issues that “will” arise, I said to myself, “this guy is one crunchy dude with a crazy imagination.”

Fast forward 14 years and he might have been the smartest “crunchy dude” I have ever met in my life!

Nowadays with terms like global warming, green house effects and conservation efforts, we have entered a new phase of life. All over the world people are changing and being challenged to live their lives with a new way of thinking – “Think Green”. From our day to day living and into corporate America, it is all about doing things better today for the health of ourselves, the earth and most importantly our children.

TMM, in conjunction with our vendors, suppliers and clients have made tremendous strides and efforts over the past 2 years to spearhead new industry standards and responsibilities in response to the growing concerns for our environment. Through new business principles, policies and practices we are together trying to improve the quality of life for customers, employees and global community.

Some steps TMM currently has adopted are:

All new collateral material is printed on FSC (www.fsc.org) regulated paper and soy based inks
Company recycling programs for paper, cans and bottles
Use recycled copy paper in printers
Offer an array of TMM Event “Green” options to include organic food options, “green” décor, transportation, entertainment and more.

One goes green by educating oneself and making small changes every day. Sounds simple, but in actuality it is an enormous task to perform for the rest of our lives. I am ready to take the challenge.

What I Know for Sure

2008-11-10T09:57:00.000-08:00

On October 25^th, I returned from a 16 day trip to India and Bali, organized by Project Concern International as a Vision Trip. The purpose was to showcase the culture, challenges and successes of PCI’s efforts in these Southeast Asian countries. I was told by many friends that my time in India would be emotional, exhausting and exhilarating – all at the same time. And looking back, that is the first thing I knew for sure!

After flying 26 hours, my sister and I arrived in New Delhi at 5:30 AM and were greeted by Peter, one of the managers of the local PCI office. With flowers in hand, we stepped out into the pollution-laden landscape of Delhi at sunrise and began our Indian odyssey. Just 3 hours later, after a shower and breakfast, we set off on a 3-hour ride to Agra to see the Taj Mahal – one of the original Seven Wonders of the World. The wonder of the day was not the Taj – though it was magnificent and inspiring – the wonder was the journey there. For three hours, my face pressed to the window, we navigated roads overflowing with trucks, wagons drawn by water buffalo, auto rickshaws, bikes, and carts – anything with wheels and always loaded beyond imaginable capacity. The luxury of our transportation was stunning in contrast to what surrounded us. What looked like it should carry four people – carried twenty. This was my second lesson of the day – the ingenuity of these people to work with what they had was unbelievable.

Over the course of the next several days, we visited remote villages where humanitarian projects included polio vaccination, micro-financing for women developed by Nobel Peace Prize 2006 recipient Muhammad Yunus, and shelters for abandoned and orphaned children. One of the most moving days of my life was the day I presented a check for a loan to one of the women in the village. This assistance had the power to change her life – and I was humbled by the privilege of representing this possibility. We met with Muslim religious leaders who were the first to be educated in the benefits of vaccination so that children in the villages could be protected from childhood disease.

Traveling on to Bali, we were the guests of John and Cynthia Hardy – famous throughout the world for their signature silver jewelry. Since selling their jewelry empire, they have re-directed their talent, passion and resources to the building of the Green School, a global academy with students and faculty from more than 20 countries – their purpose to develop renewable resources and education that will leave a gentler footprint on the world and future generations. Imagine studying in bamboo treehouses in the jungles of Bali . . . it was a stunning and inspiring day.

So – what do I know for sure after the privilege of this trip? I know – that no matter how depressed our economy is, no matter how worried we are about our personal fortunes, we have blessings beyond measure in this country. Ours is a world filled with billions of people who struggle to simply survive. The beauty of this trip was not the Taj; not the landscape, but the irrepressible beauty of the people we met and their unwavering faith in wanting to improve their lives. Though I live half a world away – I can and will make choices that will touch these lives and help save these children. I am just one woman – but I have been in their villages, their homes. I have touched their children, they have touched my heart and I will not forget that I can and must make a difference.

IT&ME

2008-10-08T10:47:00.000-07:00

Post by TMM guest blogger
Lauren Stout, Director of Sales

Once again - That time of year has come and gone – the time when we “pack up our wares” and head to one of my favorite cities in the world for IT&ME's The Motivation Show held at Chicago’s McCormick Place. Every year I look forward to walking around the show, meeting new friends and old friends and being able to see what our industry has accomplished in a year. This was my third time attending and you think I would learn one important lesson as I was traipsing through the largest convention center in the United States, bring flats! Although I chose fashion over function and stepped out in my favorite leopard high heels, nothing could stop us as the heels hit the pavement hard and another successful IT&ME trip was under our belt.

Some highlights this year included changing the backdrop of our booth, which got great feedback. We shared our booth with our Northern California-based DMC partners Cappa & Graham and expanded our focus to represent California as a whole. The goal of our strategic marketing alliance with this company is to broaden the scope of our service to include the entire state of California. This allows for a greater depth of client service and knowledge for all of our customers.

Those who attended this year's show would have also noted that the overall attendance was down because of cost cutting measures on behalf of many clients and hotels. While there were not as many representatives from each client company, we were still able to speak with a number of key contacts from companies in our client base, which is the most rewarding for us. As our business becomes less personal and more digital, it is an invaluable rare opportunity to visit with our clients face – to – face. I spoke with a particular client of mine regarding her upcoming program, and in 10 minutes we had an entire day and evening itinerary planned for her group. This is after months of email correspondence and back and forth trying to decide what the ideal experience would be for these attendees.

As the economy shifts and business practices adjust to fit those changes, we have seen new relationships between DMCs and hotels forged, and together we keep moving forward to continue the momentum our industry. For TMM, we had some very good quality booth traffic and the 2008 ITME show was an overwhelming example of “quality vs. quantity."

So Grown Up...

2008-06-23T08:59:00.000-07:00

Does it make sense when I say, “I’m not feeling old, as much as I am feeling so grown up”? Admittedly, this is my perspective and it serves me well. This 2008 is a year of celebration for TMM | The Meeting Manager. In 1978, Terry (my husband) and Tim Brown (our lifelong friend) started this business together. We had all finished our tenures at Sea World and were venturing out on our own. With a work ethic and professional standard reinforced by our mentor, George Millay (founder of Sea World), we had little to invest in the business and not much to lose, so our risk factor was fairly minimal – as was our income.

This year, we celebrate our 30th Anniversary for the company. During that time, we have provided more than $200,000,000.00 in destination management services; employed hundreds of people; celebrated a multitude of weddings and births and buried some of the people we loved the most. We have walked together in the 60 Mile Walk for Breast Cancer, built thousands of bikes, painted art work for hospitals and tried to be a good citizen every day. We have had more parties than you can count; more laughs than we can remember and more blessings than we ever imagined. This does not mean that we were without challenge and risk almost as often.

Throughout this maturing process, we raised two sons who are now charting their own lives and success stories. Trevor and Jason have now made their choices and are setting the stage for their “life story”.

I was born a “nurturer”. Early pictures of me with my younger brothers always showed me taking care of them, worrying about their safety, picking them up when they fell. I see our granddaughter Raegen showing many of the same characteristics. There were unlimited opportunities to nurture and guide the people who became a part of the TMM family. Maybe that is why this job always worked for me and why I loved what I did. As I sat down to write this today and looked through old pictures, I was amazed and emotional when reminded of all who have passed through our doors – all the fun we had – all the work we did together. I had to stop looking at the pictures. I have always been a cry-baby too. Waterproof mascara is my friend.

We are setting a new course here at TMM - and with that course - there will be new leaders to carry the company forward. Over the next few years, Terry’s and my roles will be modified to make way for the next generation. Van will also bring to conclusion his 20 years+ with the company to enjoy a more leisurely lifestyle. Our greatest pride and accomplishment is that Trevor will assume the primary responsibilities for the company, underscored by his recent acquisition of company stock and promotion to Vice President. It is his turn, his time. Jason will always support his brother and the company, but in a secondary capacity as he has chosen another path for his career success.

Trevor will need a strong team – his team - to carry this company forward. There will be new and expanded opportunities that he will pursue. It is the right time – a sequel of sorts - for the new TMM to launch its next chapter.

Some people long for the day they can retire, while others never consider the possibility. I simply look forward to having more time to learn new things; to seek out adventure and make sure I nurture the important priorities in our lives. We have four granddaughters we adore and we want to be there for them in every way we can. Terry and I look forward to our next chapter as well with the confidence that what we started so many years ago has matured and is worthy of preservation. We have learned to celebrate life – to do it in big ways - to do it with friends, associates and family and to create traditions. We are proud of what we have built together and the traditions we have founded. We are proud of the work environment we have created and the respect we asked of everyone – for everyone. To those who have moved on to other places, know that each of you played an integral part in our development and history.

If I had it to do over again, would I? …ABSOLUTELY! Am I ready to pass the baton and support the next generation of TMM? …ABSOLUTELY! TMM is all grown up!

We’re Really Working to be a Fine Wine

2008-03-04T13:57:00.000-08:00

How many greeting cards and slogans say – “you’re not getting older, you’re getting better”? I know all of us would like to think that is true, but as Terry and I approach our 37^th Wedding Anniversary and our company's 30^th Anniversary, I pause to consider if this is true.

As we launch our 30^th Anniversary and re-branding of The Meeting Manager - now TMM - we spent a lot of time reminiscing. Looking back at pictures I wonder – why didn’t we realize how young we were – how thin we were – how brunette we were? How do we not notice the “days of our lives” as they unfold?

We have surrendered to the constant marketing efforts of AARP and joined the club. It is a strange feeling to be “Baby Boomers” – to be included in the target marketing for active adults – WE HATE IT! I celebrate our milestones while finding it hard to believe that we are actually looking back on our careers and launching the strategic transition of TMM to our son, Trevor and the next generation of our staff.

We are getting older – and yes, in many ways we are getting better because we realize we can’t take anything for granted. Not our health, not our clients and not our historical success. We realize that we have to reinvent ourselves and our company on a continual basis so that we don’t age, but mature like a fine wine.

During the last 30 years, we have had moments and milestones that measure our progress. For Trevor and Jason, the simple addition of an electric stapler when they were kids made their child labor work so much faster. Five years into the business, we bought our first computer – a Xerox typewriter with a ten page capacity. Fed Ex, followed by the fax, and then our first portable phone changed the complexion of our business forever. How far and how fast we have come in just the past 20 years! Now, as I watch our staff respond to communication demands 24/7 on a PDA no larger than a deck of cards, I wonder what the next ten years will hold.

We have always been proud of our family and they have brought us the greatest joys in our lives. We have always been proud of our business because it has provided a platform for us to create a business culture we believe in and a means to support people and families so that they can live the life they want. As we come together to celebrate this significant milestone in the company, we are so very grateful – for every person who has touched our business and supported our success. To our family, our friends, our staff, our clients and our wonderful business partners throughout Southern California, we THANK YOU and celebrate with you this 30^th Anniversary.

Together We Make a Difference

2007-12-10T14:23:00.000-08:00

I was looking back on this year to see what was on my mind last Christmas and was not surprised to see that my heart and head were much in the same place. There is no question that as I get older and our family and friends are blessed with such abundance, I seek out simpler ways of making a difference. I can’t deny that I am still a decorating maniac and that our house looks like a Christmas movie set, but underneath all the stuff, I search to make a difference.

The past few weeks have been busy with Thanksgiving celebrations and holiday preparations. This year, we focused our annual staff parties on the spirit of Thanksgiving rather than Christmas. With this priority in mind, we made arrangements to bring everyone from our four office locations for one giant community event. On Tuesday, November 28^th, more than 100 people gathered at a local military station to partner with an organization whose mission is to assist military families. We spent several hours organizing the warehouse, sorting donations we had collected, assembling care kits for wounded warriors, making wreaths and just doing everything we could to help support these young military families. It was a great day! Our message that day was “Together We Make a Difference” – and we did.

This is also the third year that as a family we have a new way of gift giving for Christmas. We draw names and choose a “giving gift” for each other that is important to the receiver. This year, Terry and I have funded many gifts through Project Concern’s Gift of Life program. This is the most wonderful program – and to see what a few dollars can achieve is amazing. I’m sure Santa will come visit our granddaughters – but he is also delivering “flocks of hens” from our girls to families in Nicaragua. The eggs that the hens produce can be sold or eaten, so the family can increase its income and consume a nutritious source of protein at the same time. Not only does the family benefit directly, but so does the entire village - once the family raises more offspring, another group of nine hens will be given to a neighboring family as part of a growing community fund.

I hope my sister doesn’t see this blog before Christmas because her surprise will be spoiled - but she is our inspiration and reason for helping to fund a safe water tank for an entire village in Central America. This tank will literally change the lives and the economy of the people living there. And Terry decided to buy a llama. Bolivia is the poorest country in South America where over 60% of the population lives in poverty. The addition of a single llama to one home can have a tremendous impact. A llama can help carry heavy crop loads to market which allows a family to earn more income because it can sell more goods. A llama can also have its wool sheared and sold to provide additional income for the family. Merry Christmas Terry!

So my holiday dream and my holiday wish is for each of you to consider the possibility of the difference you can make. I hope you find someone, some cause, some idea that inspires you . . . because this I know, together we make a difference.

Happy Holidays from our family to yours!

SCHOOL DAZE. . .

2007-08-29T09:30:00.000-07:00

I’m curious . . . does anyone else find it odd that school now starts in early August and Labor Day no longer marks the end of summer? Remember when we were growing up and everyone started school the day after Labor Day? It seemed so simple. My nieces and nephews have been returning to grade school, middle school, high school and college for the last four weeks – so weird.

Our granddaughters Bryony and Raegen are starting kindergarten this year. This is such a big day for a five-year-old! Raegen has already started – and as you can see, she is “over the moon” about her first day of school. This excitement is probably reflective of her Mom’s love for education, as she was an elementary school teacher and has nurtured Raegen’s love for learning since she was a baby. The love of knowledge is an amazing gift.

As we all navigate the stages of our education, we anticipate a certain point in time when we finish school and immerse ourselves in our careers. Now, after almost 35 years in the hospitality industry, I realize that I have never stopped learning. This industry and all professions are constantly evolving and changing. The only way to keep pace – and hopefully to help define the standards - is to remain a student. We are fortunate there are so many opportunities for extended learning in the hospitality industry. Certainly, professional memberships like MPI, SITE, PCMA, FICP and others come to mind with highly regarded education as a primary resource of the membership. Two of my favorite resources – the DMC Network and ADME – are uniquely focused on the DMC industry and our particular needs. Carefully developed certifications are encouraged to recognize professionals with extensive knowledge in their professions.

I am lucky in that I really do love to learn. I take art workshops, mosaic classes, flower design, writing, management and leadership classes and any other courses that interest me and enrich my creative and professional talent. Years ago, I made a commitment to earn my CMP and DMCP and have now re-certified to maintain my credentials. I wish I could find time to really study computers – I am frustrated by my limited knowledge within such limitless opportunity. I’d just like to be able to use the majority of the features on my Treo.

My advice and encouragement is to forever remain a student. Study things you love; read books about things you like; learn about things you don’t know much about and always keep your mind and heart open to new experiences. Terry and I have been blessed to travel all over the world – and as you will see by this photo of Maasai children in Kenya – their classroom was the shade of an acacia tree, their teacher was an elder and their possibilities were without limit. I wish Raegen and Bryony could have been with us – imagine children born to such different lives sharing their excitement for learning. That is a lesson in itself!

My Head is Spinning . . . .

2007-06-11T16:32:00.000-07:00

. . . And at times, I feel a hundred years old. It’s not that I feel old today – it’s when I look at old pictures – or think about how we used to do things, we all look so young! Last week, I sent this postcard to our lifelong friend Patty Blank who worked with us for more than 10 years from the early 1980’s – ‘90’s. We still work together on a variety of projects and spend a lot of time together – and it seems that all we talk about is our weight, plastic surgery possibilities, menopause and of course, men (our men). When I saw this card from our company archives (circa 1983) – I honestly wondered what we used to talk about. We were young, thin, healthy . . . who can remember what occupied our time then?

More than the aging process, it is the dramatic change in how we conduct business that captures my attention. I have written about this topic before - which proves how big a deal it is to me – but the one industry change that I have noticed is photography and how different our habits are now from just 10 years ago. I am sure I was one of the last hold outs for film-based cameras. Our son Jason gave me a traditional camera two years ago and had to look long and hard to find one. I remember when we used to buy rolls of film and pack our suitcases with film and batteries to make sure we could make it through an extended trip. Then last year, Jason convinced us that it was time to take the quantum leap to a digital camera, which we did just before a trip to Turkey (and yes, our friend Patty Blank was with us). I was an immediate and enthusiastic convert. Not only did I have the camera with me all the time – but I found it to be so easy and convenient to use. No film running out; no batteries dying . . . it was great. When we returned home, I spent a few hours online enhancing and correcting the pictures and then posting them to Kodak Gallery to share with our friends.

Now – less than a year later, I always have my camera with me. I take pictures of all of our events and send them to clients afterwards. When looking for items for a client, I photograph what I find and immediately send them a picture. Within our own family, we all share our digital albums which give us a chance to see what is happening in each other’s lives.

There is a lesson in this story. The photography industry as we know it has changed 100% in the past 10 years – how amazing is that? Professional photographers no longer control access to their negatives – instead, they now provide a CD or a website of the pictures they have taken. Consumers are printing pictures at home on their own photo printers – or sharing them electronically and ordering prints online. Kodak and Shutterfly have distinguished their companies as amazing online resources with capacities for producing customized cards, invitations and gifts within a matter of days – and you never speak to a person – everything is ordered and processed electronically. This industry has reinvented itself to seize the opportunities now available. WOW!

So – though at times I feel archaic and out of sync with all the technology changes around me, I am holding on with enthusiasm and appreciation for the unbelievable and exciting advancements that are taking place. I remind myself that change is good and rich with potential. It’s a life lesson – a business lesson . . . enjoy!

Once a Client . . . Now a Friend

2007-03-07T14:47:00.000-08:00

When I first started this blog, I talked about George Millay, the founder of Sea World and the first of many mentors who have influenced my career. A few months later, I told the story of my friendship with Tim Brown who hired me when I was 19 years old and has profoundly influenced my life since our first meeting. He remains an important part of my life and I celebrate our friendship every time we are together.

We are preparing for a very important visit at the end of this month. In 1995, our company was awarded an exciting program for INTA, scheduled for May 1996. We participated in a competitive and challenging process to earn this business. How could I have known that as a result of that program, I would enjoy lifelong friendships?

Jude Duffy and Feikje van Rein are women who have changed my life. They taught me the “standards of excellence” that all clients should aspire to achieve. From our first meeting; through the RFP process; the awarding and development of the business; and the onsite management of the program – we worked hand-in-hand like a finely tuned machine. We complemented each other like peanut butter and jelly! I have often wondered why our experience was so special and eleven years later as we prepare for their visit, I am reminded of the qualities I appreciated the most. Some of these traits are personal – some professional, but all so appreciated:

Jude and Feikje treated us with respect and as partners from the first contact
Jude shared budgets; success stories; failures; and any information that would help us to help them
Jude was true to her word – she did what she said she would with contracts and deposits delivered on time
Jude and Feikje trusted us to do our job well – and their faith inspired us
Jude and Feikje believed that work could and should be fun and we laughed our way through a year of planning
When I committed to the 3 Day/60 Mile Walk in 2003, Jude initiated a fundraising effort on my behalf in New York - pure friendship and support
Jude and Feikje became advocates for our company and friends to us

Jude and Feikje are coming back to San Diego this month – not for business, but simply for fun. We are celebrating a “Benchmark Birthday” for Jude and this is where she wants to be. Our “circle of friends” includes the one and only Tim Cloonan, the most amazing Senior Convention Services Manager and Claudia Wible, Director of Catering Event Management at the San Diego Marriott Hotel and Marina– our co-producers and conspirators during the 1996 and 2005 INTA conferences. Some members of our original Operations Team have left our company, but their contributions and the fun we had will never be forgotten. Bill Van Ert (aka “Van – the loafer man”) continues to captain our corporate Operations Teams and Terry Hanks, an original team player, will also be joining us in our celebration.

I dedicate this blog to friends – friends who enter our lives as clients and professional partners and cross over to touch our hearts and lives. These friendships are few and far between, but the ones that last are the rewards of a long and fulfilling career.

Can’t wait to see my friends . . .

RESOLUTIONS . . . To Be or Not To Be

2007-01-19T11:22:00.000-08:00

At this time of year, people are often asked to share their personal resolutions for the New Year. Many have given up on the idea because they don’t want to set themselves up for failure.

I believe in resolutions – because I believe we have an amazing gift that we take for granted. Our bodies, minds and spirits are miracles – our capacity for learning, emotion and delight is unlimited. It is when we get caught in the routine of our lives that we forget to notice the magic of it all.

Resolutions are the renewal of our commitment to the quality of our lives. Whether a resolution is to improve health; spend more time with those we love; or to learn something new . . . it is a promise to ourselves to create the best possible life we can live.
The mistake we make is that we often try to make a 180 degree change – and therein lays the probability of failure.

As I get older, I am learning that I can make a big change, but I have to do it in small steps that are manageable. I honor my health now more than ever before. I make good choices to support my continued quality of life. I spend more time with my family and friends – and nothing is more important than the time I spend with my granddaughters. They provide a portal to pure delight – pure enthusiasm – pure trust. I am working to integrate those wonderful qualities into the way I live. I am committed to living in the present and not dragging years of stuff around with me. The past has passed. The resolutions I have made – and the changes I have made make my life better.

I wish you a lifetime of resolution and reward . . . Happy New Year.

The Art of Giving . . . More Than a Theme!

2006-12-05T17:07:00.000-08:00

I am a self-admitted Oprah groupie. I record her shows and treat myself to Oprah marathons on the weekend. On Saturday, I was watching her show which aired on Monday, November 27th. What would have been her “Favorite Thing’s Holiday Giveaway” show was something so much more. With support from Bank of America, each of the 314 people in the audience was given $1,000.00 and a challenge to return to their hometown to make a difference in a stranger’s life. Each person was given a video camera to record their experience.

Well . . . what can I say, other than it is unbelievable what people can do when they are inspired by the “gift of giving.” Two women turned their $2000.00 into $67,000.00 to support a family of nine, whose father has a terminal brain tumor. Their gift and support saved the family’s home, retired their medical bills and clothed their children. Another group of women turned this opportunity into a mission – and by the end of their week, with the help of major stores like Target and Gap, they had raised more than $200,000.00. A third woman, a teacher, bought shoes for every child (432 children) in her low-income school and then organized a walkathon, with the children raising an additional $27,000.00 to pass it forward.

I was reminded of the potential all around us to make a difference. In small gestures and in large . . . there are ways everyday that we can change other’s lives. Next week, our holiday parties are themed “The Art of Giving.” In each of our cities of service, our staff will work together to paint a mural for a local hospital – and that painting will be donated in their honor. This program, developed by Hospital Art in Atlanta, creates an opportunity for people to touch people. This year we are fortunate to be able to donate our murals to the San Diego Ronald McDonald House and the JFK Memorial Foundation of Coachella Valley.

People think that giving is always about money – but it isn’t. Giving is about the power you have to change the world. Your time, your talent, your passion can make a difference. At this time of year, when so much attention is placed on Christmas gifts, I encourage everyone to consider the possibility of the difference they can make. Whether it is something as simple as caroling in a senior’s home – to efforts as extraordinary as these women commandeered, I know there is someone waiting to be touched by your spirit – your generosity.

I am overwhelmingly grateful for the blessings in my life. It is a gift to me to share my heart, my wealth and my talent to help others. I hope you realize the same blessing in your own life at this very special time of year.

HAPPY HOLIDAYS TO ALL!

Lessons Learned

2006-11-16T15:56:00.000-08:00

It is an honor to be invited to speak to the graduates of the USD Event Management Program tonight. As they are about to embark on their new journey, I wanted to share the lessons I have learned…

USD EVENT MANAGEMENT COMMENCEMENT
November 16, 2006

I’d like to share a story of my own – that seems appropriate to today’s commencement.

A few weeks ago, I was honored at a dinner for the “Women Who Mean Business Awards”. With almost 800 people in attendance, a speaker was introduced mid-way through our meal and given 10 minutes to share her wisdom. I can’t imagine a more difficult assignment – or one with more opportunity to fail.

The speaker was Deborah Szekely, the founder of Rancho La Puerta and Golden Door Spa. Many would say that she and her husband, Edmond were the founders of the spa industry as we know it today. As Deborah walked to the podium, the room became quite and at the graceful age of 84, she began to share her story.

I would like to share with you her message – because during those 10 minutes, along with everyone else in the room, I again was a student – and she was our teacher. What was so amazing to me was that her lesson was heard by every person there, regardless of age, gender or profession.

Deborah shared her life-lesson, as viewed from her vantage point – as an octogenarian who still works every day for the joy of it.

The message she shared that night was this –
Our lives are a reflection of our time. . . most importantly, the management of our time. She shared these simple steps which I’d like to share with you tonight.

Each week –
5 pencils in different colors –
Review your past week and do this:

Draw a black line through something you did, that if you had the opportunity to live that week over, you wouldn’t spend your time doing. This is something that simply was not worth your time or that you could have delegated.
Take another colored pencil and circle what it is that you did that was a LEARNING EXPERIENCE – something that broadened your knowledge or appreciation.
Next, take another color pencil and circle what you did to invest in your PERSONAL HEALTH and WELL-BEING – for this is an investment in your future
The next pencil will circle what you did for your COMMUNITY – how you improved someone’s life. It can be small, it can be big, but giving of yourself is a responsibility and a privilege.
Lastly, choose your favorite color – and circle what you did with those you love the most. This means time spent with FRIENDS AND FAMILY. . . for it is at the end of a life, the time you spent with the people you love most that will define the life you lead.

I share Deborah’s message with you tonight – because her life experiences far exceed mine. Over a period of 60 years, she built a business and launched an empire with her husband and family at her side. The lessons she shared with us that night, are lessons that each of us have an opportunity to embrace at a tender age.

You have studied and worked hard to earn your degree in Event Management – and I can assure you that this career path is one that will bring you great satisfaction and professional fulfillment. As you move now into the practical stages of your career development, I urge you to consider this concept as a way of building your own legacy.

Never stop being a student –

Never believe that you know all there is to know –

Never fool yourself that the experience you acquire will see you through the many challenges you’ll face – your experience will simply be a tool and your commitment will be your strength.

I was honored to sit in that audience that night – I was humbled by the wisdom of this woman – and I was inspired to take her teaching and to learn from her lessons.

Congratulations to each of you – I wish you all the success you deserve and I wish you most importantly, a life well lived.

When “Family Business” Takes on Renewed Meaning

2006-09-14T21:55:00.000-07:00

Our family has been blessed in a thousand ways. I remember people saying to my parents, how “lucky” we were as a family. My parents were married for 40 years; had 5 children and were able to share the joy of four grandchildren before Dad died in 1986. We weren’t feeling so lucky then, because he was just 65 years old – so young to us and so much missed to this day, almost 20 years later.

That same year, my Dad and brother Joris were building the office in which our corporate headquarters are located, and as I write this today, I sit in my office overlooking Mission Bay with such loving memories of their efforts. The best thing about a big family is that you have the opportunity to grow up together; to help and support each other unconditionally; and to nurture each other’s success. This is what makes the victories so sweet.

In 2002, our company was named “Small Family-Owned Business” of the year. It was an honor to be recognized by our business peers and a source of pride for us as a family. The greatest reward though, is in seeing our values as a family integrated into our values as a business. We believe in family – in soccer games and school plays; in sponsoring children’s teams and in buying candy bars and wrapping paper, not because we need it, but because the kids need our support. We keep toys under our desks just in case a little one comes to visit. We have babies being born all the time here – and the disruption to our routine pales in comparison to the joy these children bring to their parents and to all of us.

On August 15th, our blessings as a family were enriched once again. Our fourth granddaughter, Ms. Reese Marie Hanks came roaring into this world – born on her due date at the 11th hour. Her birth resembled the “race to the finish” we often experience in preparing a major event – months and months of planning. . . and then a wild and furious final few hours to curtain up. Our son Jason and his wife Christy raced to the hospital with just 60 minutes to spare – practically tossing Raegen (4 yrs. old) out the door to us as they re-enacted the Lucy and Desi comedy of years ago. It was the first frantic and exciting night of what we hope will be a wonderful life.

Family owned businesses are special – they are more personal, more emotional, more celebratory, and more human – at least that’s the way it feels to me. I wish my Dad were here to see this building standing tall 20 years later; to see his grandsons taking this business forward; to see and enjoy all the families who share our commitment and to see these four little girls “rule the kingdom.” He would savor every single minute.

Playing Hard at Work

2006-08-09T16:31:00.000-07:00

I remember someone saying once, “if you don’t hear people laughing at work, be worried” . . . and I agree. When business is good; when people are excited and enthusiastic about their jobs; when they feel valuable – they laugh a lot. Have you ever noticed when things are bad that it gets very, very quiet around the water cooler?

We are putting more importance on team interaction than ever before. When things get busy, it is easy to put our heads down and focus only on the job – of course, there are times of the year when there really is no alternative. But when the schedule eases, we like to get everyone together and have fun. Sometimes, that comes in the form of a Fam that has been arranged to educate everyone about a new venue or idea or wine country tours, which are particularly popular in our office and always well attended.

This year, we started a new tradition at our staff meetings – FMOTM (the First Meeting of the Month) which celebrates anniversaries with the company; special commendations; birthdays; and a fun interactive teambuilding exercise. From TMM Idol (our karaoke contest) to guessing baby pictures, these are some of the ways we keep play in the forefront of our work environment.

Much of what we do is on a regional basis – traveling to the different offices and surprising people with ice cream socials, lunch brought in, piñatas filled with prizes and anything else we can do to keep the energy up and the satisfaction high.

A few weeks ago, all of our offices traveled to San Diego and on a glorious July afternoon to sail on America. What a privilege and thrill it was to sail the bay on this legendary ship, which is a replica of the 140-foot sailing vessel that started the most elite sailboat race in the world, America’s Cup. We took advantage of this great escape to present the company’s Bi-Annual Core Value Awards and to celebrate the 10th Anniversary of our very special Account Executive, Cami Irwin Reid.

At the end of the day, people enjoy working with people they like. Making it a priority to play should be part of everyone’s strategic plan. Work can be fun – in fact it should be. We are the people who put smiles on the faces of our guests – shame on us if we forget to put smiles on the faces of our own.

2006-07-10T10:56:00.000-07:00

The June Gloom we normally experience was surprisingly absent and in its place an unusual spell of warm and humid weather. Piggybacking from my previous entry about my favorite summer time activities, I wanted to share some “cool” and fun tips about surviving the heat where it really heats up – the Palm Springs community.

Kelley Howard, our Account Executive from the Palm Desert office explains why the desert is a year round destination…

What’s Hot, When it’s Hot
by Kelley Howard

As we head into the Summer months and desert temperatures rise into the 100’s, don’t hop the next plane to cooler climates...stay and bask in the warm sunshine in our desert oasis. There’s much to see and do when the temperature heats up!

Top 10 Hottest Options:

1. The Palm Springs Aerial Tramway, also known as the Eighth Wonder of the World provides guests panoramic views of the entire Coachella Valley and is 30-40 degrees cooler than the desert floor. Be sure to bring a camera for keepsake photos of the native flora and fauna.
2. El Paseo, known as the “Rodeo Drive of the Desert” plays host to some of the finest shops on the West Coast. Guests enjoy exploring the Gardens while they shop till they drop!
3. Celebrity Tours are always a huge hit, and our desert Oasis was the home away from home to many notables including Liberace, Elvis Pressley, Frank Sinatra, Bob Hope, and the Gabor Sisters. Guests get a kick out of exploring the homes in the comfort of a climate controlled vehicle on their private journey into Palm Springs Babylon.
4. With over 110 fabulous golf courses, Palm Springs is known as Golfer’s Paradise. From seasoned golf pros, to celebrities and Presidents, guests are in great company as they tee off with stunning desert vistas just past the next green. Just be sure to hit the links in the a.m. hours!
5. Experience the desert in the ultimate comfort and ultimate style as you explore the San Andreas Faultine, Joshua Tree Natural Park, or California’s largest Lake; the Salton Sea in a state of the art HummerH2. Desert guides put guests in the know as they explore these geological gems.
6. When the heat rises – rise with it! Soar into the dazzling desert sky aboard a hot air balloon at sunrise or sunset, and become immersed in the glorious vistas that await guests.
7. Wine Not? Just about an hour out of town, wine country waits. Enjoy tastings, great shopping, and divine culinary creation at one of Temecula Valley’s famous wineries.
8. For the history buff in all of us, the Palm Springs Air Museum is a non-profit educational institution whose mission is to exhibit, educate and eternalize the role of the World War II combat aircraft and the role the pilots and American citizens had in achieving this great victory.
9. Ahhh…the spa. The valley plays host to some incredible spas where the only thing you need to do is relax, rejuvenate, and reconnect with yourself.
10. Luck be a lady? With five fantastic casinos in the valley, why not try a hand at the poker, blackjack or roulette table? Our local casinos offer more than just high stakes and some incorporate shopping, big name entertainment, sparkling pools, bowling, and fine dining (truly!).

Summertime in Southern California...

2006-06-12T13:33:00.000-07:00

I hope everyone reading this has had an opportunity to spend time in Southern California during the summer. Having lived here since I was 9 years old, I am still delighted by the lifestyle we enjoy during the summer months. I don’t get to enjoy summer vacation like I did when I was younger, but I do appreciate the wide range of recreation and lifestyle options available during the summer.

We just spent the weekend in Rancho Mirage where the evenings were in the low ‘70’s and the daytime high reached 100 degrees. Though the desert can bring you to your knees when it gets really hot, this was one of those beautiful, balmy and perfect weekends to enjoy any activity that appealed to you.

Coming back to San Diego, I was reminded of the many choices we have here. Groups visiting during the summer months can try every beach sport. Whether it is sailing in a corporate regatta; jet-skiing on Mission Bay; hang-gliding above the cliffs of Torrey Pines or Trevor's #1 choice, surfing – the options and enjoyment are limitless. I am a great fan of local art shows and two of my favorites are Artwalk and the La Jolla Art Show which benefit physically challenged San Diegans.

California isn’t just a place to live, it is a lifestyle! And the lifestyle is never more robust than during the summer months. Just imagine, this week we are producing an exclusive event for a corporate client on the Santa Monica Pier in Los Angeles. Where else can you host a “lifestyle event” of such proportion? The moon is full; surf is up and we’re going to have FUN, FUN, FUN just like the Beachboys promised when they wrote their songs back in the ‘60’s.

I hope you come to California – be sure to come in the summer . . . and discover the lifestyle that is like no other.

The Power of Working Together

2006-05-31T13:56:00.000-07:00

We just finished a lovely program for The American Academy of Cosmetic Dentistry (AACD) which drew more than 4,400 people to San Diego. This program was a reminder of why I love this business. From my first meeting with Stacey Budd, the Director of Meetings and Ed Simeone, CMP, CMM, Executive Producer with Fusion Productions, I knew I wanted to work with these people.

The true rewards in a service industry are the smiles of guests and the camaraderie of a team that worked together for months to achieve the goals of the organization. Inherently, everyone wants to do a good job. But every once in a while, a group of people come together who “CLICK” . . . whose styles are complimentary and supportive; and then, you have to have a little bit of luck. Since the theme of this conference was “Pillars of Perfection”, a reflection of the heritage of the Academy’s President, Nick Davis – I think we had the benevolence of the Greek gods watching over us. And added to this talented team was a fantastic hotel partner, the San Diego Marriott, and my favorite CSM in the world, Tim Cloonan. It was truly a “dream team.”

Despite the chill of “May Gray Days,” the warmth and success of the conference was evident in every session and every activity. By Saturday evening, when the Leadership Gala celebrated the week’s events, everyone involved knew it had been a memory-making experience.

My point in writing this is simple. If everyone approached their programs with this spirit of shared professionalism and respect, the success ratio would increase significantly. So often, people are looking to blame one another instead of support one another. Stacey and Ed worked closely with us to develop the events and the logistics for this program – then they trusted us to implement the details successfully.

This forum also allows me to recognize our team who were integral to the development and fulfillment of this fabulous program – Debbie Osaki, CMP, DMCP, Senior Account Manager; Ann Johnston, Director of Operations; and Dawn Gilday, Operations Manager. This TMM Team worked with so many great vendor partners to produce a fantastic program. The program would not have been such a success without the talented and creative support of Dani Evangelista, Carissa Buettner and Jim Lennox at Pacific Event Productions who worked tirelessly to support us from concept to conclusion.

This program moves to Atlanta next year, and our Network partner, Atlanta Arrangements, is well poised to carry this program forward. We will share with them everything we learned and they too will enjoy the opportunities this program represents.

It is a reminder – what a standard of excellence we are able to achieve when we all work together.

First Impressions Last a Very Long Time

2006-05-11T08:31:00.000-07:00

You always remember your firsts…
And that’s why first impressions are so important!

It isn’t so much about the looks, what I am speaking to is how a person carries themselves, how they interact in new situations or how they handle meeting strangers. Whether for personal, business or social settings, your first interaction with a person could not only make a lasting impression, but it could also be your only impression.

I have been interviewing a number of people recently and it never ceases to amaze me how job seekers approach the actual face time with a potential employer. I know the business workplace has changed over time as different - and younger generations -converge together, but there are some rules or expectations I believe, as a business owner, remain timeless. The most telling first impression is the first interview. I know special tips and reminders for interviews can be found at the touch of a button, but from my recent experiences, there are some key points to remember that are worth reiterating:

Be on time. It is best to arrive earlier than your interview time. Plan ahead, make sure you know where you are going and have correct directions. There are so many e-resources now (Mapquest is just one example) there is no excuse for not finding your location. Give yourself extra time to get to your destination. If you get lost or are running late, call ahead of your scheduled interview time to let them know you are lost, not after.
Dress to impress. I know the idea of business suits and professional attire has changed over time as the workplace changes, but there are appropriate outfits to wear to a business meeting. Consider the age and perspective of the interviewer.
Cell phones. Make sure your phone is turned off or on silent mode – do not place more importance on an incoming call than on the time you have with a prospective employer.
Do your research. Almost every company has a website, which makes researching a company that much easier. Know who you are speaking to and learn some facts about the company and it’s history.

The most important thing to remember is to be prepared. As an employer, the preparedness and priority a prospective employee places on this first meeting translates to me how well they will perform in the job.

Right or wrong – my first impression has often been my last impression. What message do you convey when you walk in the door?

A Balancing Act . . .

2006-05-01T10:10:00.000-07:00

We just finished a few wildly busy weeks that required everyone to work long and hard. It didn’t matter the job description – it was a time when everyone covered each other’s back and put in a great team effort, company-wide. We have a few more weeks at this pace before our schedules settle down. I have often been asked how I balance my personal and professional life and how I sustain my energy during times like this. Admittedly, it was much more of a challenge when I was younger and our sons were growing up. There were times I felt I wasn’t doing a good job, but I was blessed with a large family who filled in where I couldn’t. As a business owner – I worked long hours but had the luxury of flexibility to help.

The lesson I have learned is that the key to creating a balanced life is knowing what YOU need. We all set our needs and priorities aside to tend to the demands of our jobs and clients. When given the chance to take care of ourselves, we are often at a loss to make the best use of the opportunity. Do you know how to make the most of a few hours, a day, or a weekend and use it to replenish and recharge your physical and emotional well-being?

No matter how hectic things are, I have always been able to do this. Though my choices have changed as I have gotten older (more time for maintenance), the benefits of my self-care have remained positive. I am able to regain my balance, take care of my health and sustain my commitment to my career.

Take a few minutes to see if you can list five things to do for yourself – that make you feel renewed and revitalized. I’ll share with you the things that work for me – and hope that you will take this time to create a “recovery plan” for yourself.

The things that work for me:

Digging in the dirt; planting flowers; spending time in the yard and enjoying nature. Flowers in every form provide me a source of pleasure.
Art shows – not sophisticated ones in galleries but outdoor ones like Art Walk in Little Italy; Art Alive; La Jolla Art Show. The scope of talent and variety of art is always renewing and inspiring. I love sharing this with good friends.
Spa treatments – any kind!
Trolley rides; carousel rides; puppet shows and “fancy shoe” shopping with my granddaughters.
TIME – unscheduled – unhurried – relaxed.

We all have the opportunity to be our own best cure. Do you know how to star in your own balancing act?

My Hero, My Friend

2006-04-24T15:50:00.000-07:00

A few weeks ago, I started writing about people I have met during my career in the Hospitality Industry who have had such a profound influence on my life, both personally and professionally. The first person I talked about was my husband Terry: how we met and how 35 years later, we remain partners in every way.

I must confess – there is another man in my life. I have known him a little while longer and he remains a “love of my life”. There is no jealousy or problem here, because how blessed am I to have a best friend who has been with me every step of the way since he hired me at Sea World.

Allow me to introduce you to Tim Brown. Tim hired me in 1969 when I applied for a summer job at Sea World. I remember sitting in my white dress; hands folded; hair in a braid and a demure attitude exhibited when this high-energy, athletic and may I say handsome man walked in. The rest is history.

Tim was my boss at Sea World; our Best Man at our wedding; our business partner from 1975 – 1988 and my life coach to this day. While working together, he always saw in me what I didn’t see in myself. He nurtured, coached, challenged and supported me through every phase of my career development. He was the one who pulled me “kicking and screaming” into sales. Since leaving our company, he has gone on to build another successful business venture, Meeting Sites Resource – an Orange County based site selection firm, with his wife and partner, Jennifer Brown. Fortunately for all of us, our businesses compliment each other, which provide continued opportunities to work together.

A lot is said about Baby Boomers and our habits. Well – Tim is one of the best habits in my life and his influence has been profound. I am so grateful for his friendship, his support and his guidance. We have traveled the world together, we have shared our children’s weddings, and we have buried parents and friends we loved. I am so blessed and grateful to have a lifetime of memories that are shared with a man who knew me when I was a teenager and loves me still.

Take a moment to consider – who is the “Tim Brown” in your life? I hope you have someone like Tim who believes in you; sees your potential and loves you for who you are. If you do, you are truly blessed.

Pay it “spring” forward….

2006-04-21T12:03:00.000-07:00

We were recently asked how we were first inspired to provide community service activities for our client programs. For us, it was one event that sparked our interest in developing give-back activities and now, nearly 15 years later, we have found these to be some of the most rewarding and memorable experiences for our clients.

In 1989 we had an opportunity to orchestrate an extraordinary community service project for GE Plastics. During their visit to San Diego, they had five groups, varying in size from 100 – 700 people. Their goal was to design and implement community-based projects for each group that would make a lasting impact. They titled this effort “Share to Gain” and it was the most inspiring project I had ever seen. Our company helped GE Plastics identify the potential projects, partner in the logistical coordination and preparation of the facilities, and re-locate the children and adults in the various facilities for 1 – 2 days so that the work could be accomplished. We enlisted our staff and vendors to donate time and resources to maximize the benefit of this day.

Being a part of this project and helping to support the success of this effort created an awareness that everyone involved could benefit from these types of projects. Since then, we have developed programs of various proportion and focus that offers a community service aspect.

I think the most important thing to remember is that there are so many opportunities for companies to incorporate a give-back event into their program. Even if it is just one element of the event that is transferable to benefit the local community, that effort can make an impact. A give-back can range from the centerpieces that are donated to local hospitals; food that is donated to a local Food Bank following an event; an afternoon that is sponsored and supported at a local attraction for families in need; to a team building event that requires assembling or creating a product that is donated to local charities.

From all of these activities, it has become obvious that so much could be accomplished – not perhaps on the scale of our inaugural project, but day-by-day and group by group.

Total Package

2006-04-11T14:57:00.000-07:00

To survive in the business world, the question that always arises is what makes you stand out from your competition. As with all industries, the needs and demands of our clients have shifted with time, altering the way we conduct business.

From the beginning, we have been defined as the innovative destination management company, and in the golden days of business, it was all about the presentation and the appearance of what we had to offer. Our chance to demonstrate our creativity and capabilities came in a perfectly packaged proposal that would hopefully leave a lasting impression on the client. The unique packaging only attests to the customized proposal inside. This is how they will remember The Meeting Manager; this is what distinguishes us from the rest.

Over time, things have changed where the lead time is less and the clients’ demand for immediate response is greater. Of course, with the ever growing popularity of conducting business via the internet, the change in presentation and packaging is now creatively shown electronically vs. hard copies.

Just the other week, our sales team prepared a proposal that matched the theme of the client’s program. Carefully wrapped in pink polo shirts and packed in a travel suitcase, the proposal was delivered to the hands of the client. There was something about the excitement and sense of pride and accomplishment exuding from our staff that made me nostalgic about the good ‘ol days. It was like returning to the roots of our business, and watching the staff admire the suitcase as their final product was sent off for delivery makes it all worthwhile.

So although much of our business ways have changed, it also comes full circle. Sometimes now, returning to the basics of how things use to be might be the one thing that makes you stand above the rest.

Our Lives Are Changing Every Day . . .

2006-04-04T10:22:00.000-07:00

I remember when we didn’t have computers; when our company’s technology consisted of a Xerox typewriter with a 10 page memory capacity; when Fed Ex was revolutionary; and when someone asked us to send them a fax, sounded like they were asking for “just the facts”. Isn’t it incredible what has happened in just 25 years?

In the 1950’s, most women stayed at home and spent 2.5 hours per day preparing dinner for her family. Today, 70% of women work outside the home. I grew up with the adage, “necessity is the mother of invention” and I had an experience last week that brought those words to life.

I bought an auction item at the annual YMCA fundraiser. My purchase was for “Dream Dinners” – 12 pre-packaged meals that I would prepare and freeze for future use. Two weeks ago, I pulled out my gift certificate; went on line as instructed to schedule my cooking session; and chose my menus. Two days later, I arrived at “Dream Dinners” excited but not sure of what it was that I was going to do. Walking into the kitchen, I was welcomed by Steve Hall and his culinary protégées. In just a few minutes, I had peeled off my jacket; put on my apron; washed my hands and was ready to prepare!

During the next two hours, I worked from station to station, preparing dinners that I had pre-selected. The facility was immaculate; the attention to cleanliness and friendliness was delightful and my enthusiasm for this concept grew minute-by-minute. Two hours later, I had 12 meals that were fresh, healthy and ready to go. As I drove home with my cooler of food, I thought about why I had such a good time and this is what I realized:

We all want to be good parents and preparing healthy meals for our families and friends is a way that we measure ourselves
My experience was fun; friendly and made me feel welcome
The quality of the ingredients and the finished recipes was exciting
This two hour session enabled me to provide healthy meals for my family with a minimum effort and maximum use of my time
The recipes drew me out of my culinary rut and inspired me to try new things
I anticipated that we would entertain more because the work was all done ahead of time
The price was right – great value for the product

Just think about this modern day solution. Necessity drove inspiration – inspiration drove invention. I don’t think my Mom would have appreciated the need for this service in the ‘50’s, but in sharing one of my Dream Dinners with her, she joined me in my enthusiasm and appreciation for its benefits to me and my family.

Business is business. Whatever the service, whatever the product – we succeed as a result of our ability to adapt and embrace the world and the changes that influence our lives. “Dream Dinners” was such a great reminder of this – and the dinners were delicious too! Bon Appetit!

SITE INSPECTIONS . . . What Really is Important?

2006-03-28T09:13:00.000-08:00

Great site inspections are a “feel good experience” for everyone involved. There is a shared feeling of time well spent and personal connections made. A site inspection can also strike fear in the hearts of competent staff and significantly influence the decision of a prospective client.

I am often asked what makes a great site inspection. There are several factors to consider and all are important. More than any other elements– PREPARATION and ADAPTABILITY are the keys to a successful site!

Do your homework and get as much information as possible prior to the site inspection.
Set up your site itinerary in the most logical and efficient route to make the best use of time. Produce a site book with venues, photographs, descriptions and timing included.
Be sure to preview every venue if you have not been there before. Know where business doors are located (when venues are closed). Have phones numbers to call contacts if they are not waiting for you as planned. Know how to get there!
Determine the style of your client and adapt your style to theirs while maintaining a professional and appropriate appearance (the same options are not always available to you). Clarify who is the decision maker in advance and keep a close eye on his/her reaction to venues.
Before you embark on your site – review the itinerary with your clients and make sure that the plan in place is the best reflection of their interests. If necessary, re-design your plan and adjust your appointments accordingly. Listen to what is being said during the site and if new information suggests an additional stop, do everything you can to fit it into the itinerary. Adapt as necessary to make it happen.
ALWAYS have a cell phone with you so that you can advise vendors of your pending arrival; change in plans or delay. Clients notice when you are flexible; competent, considerate and in control.
Following a site, provide a complete recap of venues visited, notes pertaining to each and action items. Send this information within 48 hours of the site, along with a note of thanks for the time spent together.

These are the keys to a successful site. Be thoughtful, intuitive, considerate, adaptable and professional. Respect your vendor’s time and monitor your progress so that you can stay on schedule. Be sure to return clients on time. If you are able to manage all this (while being friendly and professional), you will demonstrate that you have the many skills necessary to successfully manage the client’s program. Good Luck – Enjoy!

Looking Back . . . Looking Forward

2006-03-20T16:57:00.000-08:00

I walked into my career with “eyes wide shut”. I didn’t have a clue that the day I applied at Sea World in June 1969 that my life would change in a thousand ways. I was 18 years old and simply looking for a summer job.

Last month, I attended the funeral for George Millay, the founder of Sea World and one of the most influential people and mentors in my life. As I sat in the church and listened to the many stories of his colorful and extraordinary career, I began to reflect on my own. I thought about the people I have met; the ones I have loved, and those I have admired as a result of my career in the Hospitality Industry. Over the next few months, I’d like to share my stories about some of the people who have entered and remained in my life.

Some people might ask: where do you start? For me, the answer is simple. I start with a man I met within weeks of starting my job at Sea World. He was in Operations and responsible for the park functioning efficiently and safely. I didn’t work for him, but with him and over a period of months, I decided he was one of the nicest people I had ever met – a friend everyone wants. I knew I could trust him – always.

37 years later, he remains one of the nicest men I have ever met – and has been my friend; my husband; my children’s father; now a grandfather and always my partner in life and in our business. We remain partners in every sense of the word. The only place in the world where he won’t run into me is on a golf course – and that is my gift to him. I think he deserves a “Fabienne Free Zone!”

We don’t often recognize life-changing experiences when they happen. In retrospect,
I realize that I was truly blessed the day I walked into Sea World. That job became my portal to my husband, my career, and my life as I know it. As we have often remarked, “it was a good hire.”

Sooooo – on this first edition of people who have made a difference in my life, I’d like to say thank you to my husband, Terry Hanks. I can’t imagine what my life would be without him.

CONTRAST – Such an Interesting Life Lesson

2006-03-14T14:25:00.000-08:00

I was in Palm Desert this weekend when a winter storm passed through the area. While it rained throughout the desert, it snowed in the mountains all around us. On Sunday morning, I awoke to a morning of unimaginable beauty - fresh air, rain drops on blooming desert flowers, blue skies and snow on the mountains. It felt like I could, with just one hand, touch each miracle of nature. The experience was so powerful; it made me keenly aware of the dramatic contrasts all around me. How is it that with just a few elements of nature coming together, that such polar weather conditions could exist side by side? In a desert where the weather remains above 100 degrees for months at a time – there is also the opportunity for snow to grace the landscape. The snow will melt quickly, but its benefits will nourish the desert flowers and strengthen their roots so that they may endure the heat.

This contrast in nature made me think of a similar dynamic with people who work together. Usually, like attracts like and people of shared style come together. Then one day, a person with a completely different and unique style and talent will join the business landscape. If as an owner or manager, you create the best environment for these disparate styles to come together, you help to create a magical setting for contrasts. People can defy all the rules; overlook all the reasons it shouldn’t work and just like the snow and the desert – create experiences that are more powerful than their individual styles could ever achieve.

I will forever remember Sunday morning – it was a life lesson and a gift. Reminds me that lessons are all around us when take the time to notice them.

It’s Tax Season! Shall We Share the Pain?

2006-03-06T09:50:00.000-08:00

I have to admit my travels and conference duties the past couples of weeks have kept me away for awhile. But I’m back, and it’s time to talk some shop. Yes, it is countdown to the rush of tax season for all Americans, but for the DMC industry, taxes have taken on a whole new meaning.

During our DMC Network Winter meeting, owners listened to a presentation on “Critical Tax Issues for DMCs.” After hearing the updates on this topic, I feel compelled to share what has been developing in the past couple of months.

Without getting too technical or in to the legality of the issue, California DMCs are facing an initiative by the California State Board of Equalization (SBOE) to reclassify DMCs as resellers, which is a huge misconception and would have major impacts on the operations of our businesses. Five other states have already passed this tax initiative and now CA has been put in the hot seat.

As an industry, we were offered “amnesty” from February 2005 to June 30th of this year to respond to this initiative. Utilizing this time to challenge the application of this reclassification, DMCs from around the nation, not just CA, have banded together, both financially and as an organization to put together a response that defends and defines the destination management business. The DMCs know, because we often serve as the model, that if the CA SBOE is successful, this will definitely move into other states effecting DMCs around the nation.

This brings up a slew of questions and thoughts as to how we are perceived as an industry and if the expertise, value, talent and capabilities of the destination management industry is really understood. A lot of hard work and energy is being put in to this project, especially from the Sales Task Force working with ADME, and we are keeping our fingers crossed for a positive outcome…I’m sure there will be more to come on this topic.

Hooray for Hollywood! - 2006 DMC Network Wtr Mtg

2006-02-14T17:36:00.000-08:00

Hooray for Hollywood!!

Two days and counting until the Annual DMC Network Winter Meeting! Our team here at The Meeting Manager has been feverishly planning and gearing up to host the conference which kicks off on Friday in Hollywood. I always look forward to these gatherings and it is equally special when we have the opportunity to showcase Southern California to our colleagues.

As we all know, change is inevitable in this industry and there is no better way to stay abreast of current trends than attending these network functions. The theme to this year’s meeting is “Keep it in the Network,” and we have planned some excellent speakers and sessions that address hot topics DMC businesses are currently facing.

The opening session features our guest trainer Ron Rosenberg, an award-winning expert on marketing and customer service. He has traveled around the world speaking to and training various corporations, associations, government agencies and universities. He is known for developing “innovative and creative marketing strategies and applying them to produce tangible, bottom-line results.” Ron is also going to lead a couple hands-on sessions in which each DMC will be able to take a marketing strategy back to their destination.

Another highlight for the conference is a session on Critical Tax Issues for DMCs. I know as exciting as taxes can be for anyone, it has become such an imperative topic of discussion as tax classifications and audits are affecting many of our businesses.

Aside from the sessions and speakers, these meetings are a great time to catch up and visit with one another. We are hosting several dinners and outings to some of LA’s finest nightlife spots. Hollywood, watch out for the DMC Network!!

Email: Friend or Foe?

2006-02-09T17:18:00.000-08:00

I am always reminded how exciting it is to be a part of this industry after each conference I attend. I recently returned from the ADME conference in Colorado Springs, and it is so refreshing to see the commitment and vision that my fellow colleagues have towards the development of our profession.

I attended this wonderful workshop called “Email: Toxic or Terrific” presented by Sue Hershkowitz-Coore. Wow!!! From an educational standpoint, this workshop was an eye-opener to how we communicate both professionally and personally. Email can be our friend…or foe. With spam tanks, word choice, tone, subject lines, there are so many reasons an email can not be delivered, read or even be misunderstood! With emailing being the main form of communicating, not only for our industry, but for the entire business community, it is amazing we have come this far! So before I hit the send button, I am going to be extra careful and go through my checklist of email do’s and don’ts, better yet, it might be easier just to pick up the phone!

Nevertheless, it is always a worthwhile experience to get together with our peers to learn and exchange information about our destinations. I am always grateful to walk away from each conference more educated and more energized for what’s to come. With that being said, it is on to planning the DMC Network Winter Meeting our company is hosting next week in Hollywood.

Happy New Year!

2006-01-18T16:36:00.000-08:00

Welcome to Designing the Destination, where Fabienne will be discussing the hottest trends in the DMC industry. Check back often for her "tip of the week," insights into event planning and the best destinations to host your premier events.