sitting on the other side of the table

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!