My Hero, My Friend

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….

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

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 . . .

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?

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.

Hooray for Hollywood! - 2006 DMC Network Wtr Mtg

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?

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!

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.