The Secret to Successful CSM/Planner Collaboration
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Kelly Van Dyke, CMP and Aaron Wolowiec, MSA, CAE, CMP, CTA delivered this presentation during the 2013 Michigan Meetings Expo on Tuesday, June 18, at the Suburban Collection Showplace in Novi.
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The Secret to Successful CSM/Planner Collaboration
- 1. #MME13 June 18, 2013 2–3 p.m. THE SECRET TO SUCCESSFUL CSM/PLANNER COLLABORATION
- 2. Aaron Wolowiec MSA, CAE, CMP, CTA Founder & President Event Garde LLC Kelly Van Dyke CMP Convention Service Manager Amway Grand Plaza Hotel INTRODUCTIONS
- 3. ↠ I’m grateful when… ↠ Responsibilities ↠ Timeline ↠ Discussion ↠ Wrap-up
- 5. Strategic planning Project management Risk management Financial management Human resources Courtesy of: CMP International Standards Stakeholder management Meeting/event design Site management Marketing Professionalism PLANNER RESPONSIBILITIES
- 6. Uphold contract Meet obligations and goals of both parties Logistical planning Anticipate needs Communicate effectively Act as a liaison CSM RESPONSIBILITIES
- 7. Request to speak with likely CSM AT CONTRACT SIGNING
- 8. Venue CSM is assigned Schedule a preliminary site visit Add CSM to mail and email lists Share pertinent information ONE YEAR
- 9. Group profile Scope/type/frequency Group quirks Historical figures Past experiences Responsibilities Knowledge/skill level Current ideas and roadblocks Objectives and budget goals In-conjunction with groups (ICW) PERTINENT INFORMATION
- 10. Submit preliminary agenda CSM will envision event clearly Major red flags Continue to communicate Look ahead to 90-day checklist 6 MONTHS
- 11. Submit meeting space assignments Submit estimated cover counts for meals Set up the master account Discuss exhibit show plans Look ahead to 30-day checklist 90 DAYS
- 12. Submit event specifications in writing Discuss BEO deadline for CSM Submit rooming list Contract review Submit pertinent information 30 DAYS
- 13. Arrival/departure patterns Luggage storage needs Planned offsite events/tours Media and press Signage instructions Department instructions Billing instructions Shipping needs Parking arrangements Gift deliveries/amenities PERTINENT INFORMATION
- 14. Receive BEOs from CSM Submit final agenda/conference program Return signed BEOs Review internal group resume 2 WEEKS
- 15. Submit final guarantee numbers Discuss overage and special meals GUARANTEE TIME
- 16. Your CSM will greet you Attend the pre-con meeting Discuss last-minute changes Share onsite expectations for venue ARRIVAL DAY
- 17. Relax Your CSM is your liaison All parties will work from BEOs Check function space one hour prior to start time Onsite billing review DURING EVENT
- 18. Write and submit thank you cards Offer gifts or gratuities Share list of exceptional employees Communicate with CSM’s superiors CSM will offer farewell DEPARTURE DAY
- 19. Post-con meeting with CSM Bill reconciliation with venue Adjust room block for future years Adjust meeting space for future years POST EVENT
- 21. The secret is… COMMUNICATION FINAL THOUGHTS
- 22. Leverage your calendar Experiment with technology Modify communication strategies NEXT STEPS
- 23. CIC Publications: http://www.conventionindustry.org/marketplace/publica tions.aspx Blog post: http://aaronwolowiec.com/2013/02/22/the-key-to- successful-csmplanner-collaboration-is-communication/ Event Specifications Guide: http://www.conventionindustry.org/StandardsPractices/ APEX/EventSpecificationsGuide.aspx RESOURCES
- 24. Aaron Wolowiec MSA, CAE, CMP, CTA Founder & President Event Garde LLC Kelly Van Dyke CMP Convention Service Manager Amway Grand Plaza Hotel CONTACT INFORMATION P: 616.710.1891 E: aaron@eventgarde.com P: 616.776.6441 E: kvandyke@amwaygrand.com
Editor's Notes
- Role playPre-con meeting (two chairs) – staff, BEOs Poster (Aaron) and duct tape (Kelly)
- Slips of paper already on the tables (colored sheets of paper)Participants quickly fill them in and volunteers roam the room collecting themRead a few now and others sporadically throughout the sessionPost-session: Summarize the slips of paper into a blog post
- Uphold contract between both partiesBe sure venue fulfills promises and be sure client meets obligationsEnvision event as a wholeAnticipate needs of venue and clientCommunicate details and logistics with the hotel management and support staff
- Outline of Timeline with Reality Checks when there is a disconnect between when things happen and when things should happenTime line is to be completed byplug this into your calendar or to do listCSM will offer ideas and suggestions to make program work well in their facilityREALITY CHECK: May not be the CSM you work with. The CSM could make or break the deal by giving insight on the venue culture.
- CSM is your contact from this point forwardContract changes from either party including space movesSite Visit: Build a positive relationshipthe better you know one another the better CSM can anticipate your needs and fulfil your requestsMake major changes nowIf multi year contract, adjust to previous year for better forecastingREALITY CHECK: Depends on what type of group you are: state won’t always do a one year site, but national and international willConsider who needs to attend the site, only the meeting planner or the planning committee?
- Positive and negative past experiencesShare goals, objectives and concerns including expectations, dreams and wonders.If your theme is under the sea and you dream of a life size ship filled with shrimp at your evening gala, say so! (so long as your budget can afford it)Know when to escalate concerns to Sales Manager or GMICW: rules or goalsReference Material: CIC Event Specification Guide (wonderful tool)
- CSM will cross reference your expectations with theirs and what meeting space is on hold for youMajor red flags will be caught and corrected hereCSM will always offer viable alternativesLook ahead to 90 day and 30 day checklist
- Finalize room assignmentsAdd needed space and release unused space so venue has a chance to resell it.Hotel labor and budget (30-60-90) is based on group cover countsVenue will check your references and approve you for direct billing,If they do not, you will need to pay in advanceExhibit show: nature of show (plants need water, set up is messy, need drop clothes) shipping detailsmove in and out plansdoorways big enough for planned equipmentsecurity needs.
- 30 day check list makes Aaron very nervousremember, this is when most of this list should be completed and tasks are submitted to your CSMEvent Specs:Menus, room set ups and AVIn writing so CSM has something to work from and refer back toMost CSM’s will have a template if you need one.Include set up and tear down timesGive your CSM a deadline for BEO completion if its not offeredContract Review: Be sure both parties have met obligations and discuss options for meeting them if not. If F & B minimum is not met, lets see where you can spend more money to get something out of it. If it is a large amount of money, let’s discuss our options for repayment. REALITY CHECK: CSM is happy to take event specs 6 months out with ability to adjust before distributing to staff. (Amway distributes BEO’s to 13 departments and resumes to over 35 email addresses)REALITY CHECK: CSM is happy to have rooming list early too. Guarantee your suite/room type availability.
- Major arrival/departures/means of transportHotel can staff appropriatelyOff site tour: Staff is knowledgeable of where and when you are going and how your attendees get there.Is media allowed, do they need to plug into the house sound?Are you providing signs and easels?Front desk or housekeeping instructions: extra towels? Group brings a ton of luggage?Billing: on site and post eventShipping a large amount of materials? Discuss storage and costsParking: paying for speakers or volunteers?
- Return BEO’s with mark ups. This is where it is better for the CSM to receive all information at 90 days out.All changes need to be routed through the hotel staff. In advance, we can make as many changes as we need without the extra steps. It is the nature of the business though to follow this timeline.Conference program will be routed to all hotel staff
- If numbers are not on time, the estimated counts will apply as the guarantee without the ability to lower. This is where your relationship building will begin to pay off. Your CSM will help you along the way to keep on time and on track, they know you well enough to know if you need the gentle reminder or not.Special meal requests must be done in advance, on site will cost above and beyond guarantee.
- Pre con can be with a large staff or with a small staff or just your CSM.At the meeting: Provide an overview of the program, point persons and responsibilities of each staff member.Discuss your worries or weaknesses: is your Friday night guarantee a shot in the dark: tell us! We are better prepared and able to respond when we already know why and what you have done to prepare for it. If you guaranteed 10% over, we are happy to make a couple more meals in reaction to a couple additional guests.Confirm details and any last minute changes or updates
- CSM’s should check in regularly each dayMy goal is to be ghostly and appear when needed – doesn’t always happen; its easier when I have all information and few things are changing.When all information is shared, CSM should know when the ideal times are to communicate or lurk.Venue staff work from BEO’sREALITY CHECK: Although your CSM is your liaison, you are always welcome to talk to and discuss event happenings with staff members working your event. Banquet Captains can give you serve counts and tell you if the group liked what was served for lunch. Coffee Captain will tell you if you group drinks tea. All of things build your group history.
- Some post con meetings happen the last day or the day after event;most event planners want to leave as soon as possible and wrap up another time. A post con, even by conference call or email is critical to continuing the relationship and building group history.Discuss meal guarantees and served counts and changes for next year.What worked well, what needs improvement.Discuss major changes for next year or sign your next contract.
- Conversation (split the room in half; groups of three; each group discusses just one question; three minutes to discuss; magic wall and painter’s tape)What are you doing really well?What opportunities exist for improvement?Report out/debrief [5 minutes for each question]