Tuesday—it was just another day, same old routine for me. There was a business event after the long work day, so a strong pick-me-up was a necessity. I headed to Starbucks en route. The liquid energy would ensure complete alertness and some sort of muscle twitch due to my low caffeine tolerance.
The person at the Starbucks greeted me (with a smile) and asked for my order. While handing me a piping hot cup of coffee, they asked if there was anything else that I needed and told me to have a great rest of my day. Another employee even commented on how well my blue and red tie coordinated with my blue shirt! Now, I was re-caffeinated, rejuvenated, and ready for what could have been a highly fruitful business event (keep reading).
When I arrived at the venue, the security guard greeted me and asked where I was headed. I briefly told him the name of the business meeting and he gave me meticulous, step-by-step directions. I thanked him and in return, he smiled and stated, “You’re most certainly welcome!” Cheerfully confident, I headed to the business meeting. In fact, I was so sure in where I was going; I stopped to explain to other attendees how to get there. When I turned the corner, as the polite security guard had mentioned, I noticed that there was an elevator (which was full and cramped) and a massive staircase. So, I decided to take the stairs, knowing that a little exercise might be good after consuming my caffeine kick. Had I known what I was about to attend, I would not have exerted such physical effort.
I scaled the mountain of stairs leading me to the conference room. As I approached, there were two people: one was behind the table and the other off to the side on a cell phone. Numerous name tags in disarray, a sweating cup of what seemed to be Pepsi and various food scraps on scattered plates were my first caught my eye. Awkward silence greeted me as I approached the two hostesses (The type of silence when you get on the elevator with a giant crowd of people.) There was no “hello,” “welcome,” or any other nicety. In fact, neither of these people even had name tags on. Instead, I opened and asked if this was the business event that I had registered for. Unfortunately for me, they responded with the affirmative. At the very least, it did make me feel good knowing that I was at the correct event. When they asked if I had indeed signed up, I showed a printed copy of my registration and after shuffling through name tags on the table; my name was nowhere to be found.
“Not to worry,” they said, as they took someone else’s name off the table (which they might still be on their way to the event since I was early) and asked that I write my name on the back.
Really??? Needless to say, I thought that this was rather peculiar. As they say, people make impressions in the first minute or so. What kind of impression do you think I had?
I decided to move onto the room where the event would be held and it turned out to be not very good… as expected.
When looking back on this day, I recall both the cheerful Starbucks employee and helpful security guard. Despite who I was (most likely the 1,000th person they interacted with throughout the day), they both were very courteous and helpful (which led to a great experience). However, the people most likely to garnish their outward appearances, candors and personalities to increase success at the event were woefully unprepared and rudely unreceptive.
In the end, it was very tough for me to change my opinion on how this business event might be. The event could have shown me the surefire way of solving the world’s economic problems, the exact route to the fountain of youth, or played the missing minutes at Watergate. Didn’t matter. I would have thought it to be worse than watching a live appendectomy. All due to the shoddy execution.
The lessons learned here are the following:
- Hosts of an event should be welcoming and courteous.
- Be proud and announce who you are and who you’re representing. Encapsulate the brand of your company.
- Ensure all the attendees have the best event they have ever had. Word of mouth still is the best advertising.
Overall, when you host an event, the marketing never stops. You still need to have a positive connection with the attendee so that they are excited to attend and register for future events. These are the little things that go a long way.
Jeff Long