SITE INSPECTIONS . . . What Really is Important?

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!

1. Do your homework and get as much information as possible prior to the site inspection.
2. 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.
3. 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!
4. 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.
5. 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.
6. 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.
7. 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

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

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?

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.