Toilet Paper and Pringles

Success often depends on toilet paper and Pringles. At least that’s what Jamie Clarke will tell you about reaching the top of Mt. Everest. The dynamic speaker was one of the highlights at the PCMA Education Conference in Montreal. Jamie did something very few people have been able to do—he stood at the top of the world. After two failed attempts, he made it to the summit of Mt. Everest, just weeks before he spoke at PCMA.

Jamie was amazing. I found myself enthralled with his presentation, both laughing out loud, and feeling the goosebumps as he told stories about his team members who almost didn’t make it home. In the middle of some of the most compelling stories I’ve ever heard, were details about the importance of toilet paper and Pringles.

Whether you’re climbing a literal mountain, or your own Everest, success is in the details.

During one of the failed attempts to the top, Jamie and his team ran out of toilet paper. Can you imagine? It’s 30 below, the wind is howling, you haven’t showered in weeks, you’re eating strange food cooked by Shurpas, and you run out of toilet paper. No doubt that mission is likely doomed. They learned from the experience, however, and packed twice as much during their second attempt to the top.

The second time—they struggled with potato chips. You see, they had packed regular potato chips in small bags, like Lays. It turns out when you’re at 15,000 feet, the air pressure makes the bags (and the chips) explode. Just picture climbing one difficult step at a time, in freezing weather, under the most treacherous of conditions, and having little bombs going off in your backpack. Terrifying. Not to mention the chips were impossible to eat. Pringles, on the other hand, are vaccuum packed. They keep their shape, and as Jamie says, “They have great karma because they’ve been spooning inside the can since they were made!”

Jamie Clarke says they made it to the summit not because of one thing, but because of a 1001 small things. It took teamwork, planning, and experience to make sure those 1001 things went right.

Isn’t that true for all of us? We all have our own Everest—and are constantly working to adjust what’s in our backpack, what tools we bring along the journey, and how we define success once we get there.

My thanks to Jamie Clarke for making the trip to Montreal, after making a trip to the top of the world. All of us us who heard your story are now inspired to climb our own Everests, and to pack toilet paper and Pringles.

Jamie is represented by Keppler Speakers. Check out his bio, and consider booking him at your next event. You'll be inspired!

A New Look at Generation Y

I read an interesting article in PCMA's Convene Magazine that really got me thinking. It was about Generation Y, or Millennials. The article was not only written by a twenty-something member of Gen Y, but he actually talked TO Millennials, instead of just talking ABOUT them.

I often work with young people from Generation Y, and in many ways, I can relate. I'm on the younger end of Generation X, and because I work with social media, and online technology, I feel connected to the 20-somethings.

That said, if a reference to Styx, leg warmers, or Outback Red should accidentally slip-- I'm completely out of touch. (I'm from one of the many generations that actually went to college without the internet, and grew up without cell phones!)

Anyhow-- the article debunked many of the myths I've not only heard, but I've come to believe about Generation Y. You can read the whole article at http://www.pcma.org/Convene.

It lays out several of the negative myths, along with a new way to look at things. Here are my thoughts based on the article, and the new outlook I'm determined to have.

1. Millennials believe they are "entitled". We've all heard it. This younger generation doesn't appreciate experience, they just think they can graduate, get a job, and become an expert. What I learned is that there's a flip side to this. They do not view themselves as "entitled", as much as they see themselves "motivated". These kids WANT to graduate from college, get a great job, and become a manager quickly. They are inspired to move up, and rarely settle.

2. Millennials all have ADD. You know the type. A twenty-something with an ipod bud in each ear, logged on to the internet, and updating Facebook all at the same time. Many of us would say they just can't concentrate. Many of THEM would say they've mastered the art of multi-tasking. And they're probably right. They've learned how to do many things at once, and are comfortable with constant stimulation.

3. Millennials don't commit. They are constantly on the move, and aren't willing to put in the years needed to become an expert in one particular area. The positive spin on that view is that Millennials are comfortable with change. They are constantly updating software, are not afraid of new technology, and handle new positions with ease.

This isn't just spin... it's a new way to look at the whole generation. I am going to focus on the positive, and work to engage more members of Generation Y in the coming months. I hope they do the same for those of us who grew up with Holly Hobby, Shrinky Dinks and listening to the The Outfield!

What to ask before hiring a videographer

I was recently interviewd by Jenise Fryatt from ICON Presentations. Jenise writes a great blog called “Sound “n Sight”. She has solid, practical advice on how to use video & audio technology in the meeting industry. You can see the article here: http://ht.ly/1TjP8

At the end of the interview, Jenise asked me the following question: “If an event planner is considering whether or not to hire a company like CNTV, what questions should they be asking?”

It was a great question, and I thought I would share my answer here on my own blog. I would love to hear your feedback, and any additional questions if you think we missed anything. Thanks!


--How long will it take to produce and distribute the videos? In this day and age, viewers expect immediacy. If it takes longer than a few days, it's old news.


-- Do you charge overtime? Watch for hidden fees. Many production companies charge overtime once the videographers have worked eight hours. (We don't. We believe in setting a flat rate on the front end, and working until the job is done)


--Will I have rights to the video after the event? As the show organizer, you should have all rights to the video in the future. That way, you can use it to promote future shows.


--Who has control over the content? The show organizer should have control over the content, and should be able to review any scripts before they are sent out. If you think of a video team as a "mobile news room", the meting planner should be the "news director".


--May I see samples of your work? It's always a good idea to call a production company's clients... not just the ones listed as references. Ask for video samples, which will identify the client, so you can call the show organizer directly.

Customer Service at Its Best

Customer Service. It’s a phrase we hear all the time, but last week I had the pleasure of seeing “customer service” in action like never before. We were producing video coverage of Marriott’s “Mastering the Association Meeting Experience” in San Antonio, Texas. Marriott invites their best cutomers to this event each year for education, networking, and to show them what the hotel chain has to offer associations. From the opening keynote, we heard from excecutives talk about customer service being a top priority for Marriott. Let me tell you… they mean it.

I was impressed with every Marriott employee I met. From the woman at the front desk, to the housekeeping staff, to the general manager. They all said “hello”, smiled, and were ready to answer any questions. The waiters in the restaurant were helpful, and observant. They didn’t interrupt when we were in the middle of a conversation. Every associate was knowledgable, and went out of their way to help. When we asked where something was… they actually walked us there! It was truly “customer service” at its best.

This hotel chain also “walks the walk” when it comes to appreciating their associates. One of the vice-presidents explained that in the past year they have continued to offer health benefits to employees who only received 30 hours a week. That cost the company $1 million a month. When a company puts their wallet where their mouth is, they really mean it. There was also an emotional moment during the final general session. Executives on stage said “thank you” to all the associates who worked at the JW Marriott in San Antonio where the event was held. They formed a line at the back of the ballroom, and all walked on stage to shake their bosses hands. Music played, and the crowd gave them a standing ovation. I have no personal ties to Marriott, or any of the employees, and it was touching.

It just goes to show you that it’s not always easy to “walk the walk” when it comes to customer service. It takes focus, training, and often a financial investment. Regardless of the cost, it's worth it in the end. Just ask my new friends at Marriott.

Small Details... Big Difference!

My husband and I recently took our kids to a hotel in Orlando for a "stay-cation" close to home. When we walked into the lobby, there were homemade chocolate chip cookies fresh from the oven! The smell was fantastic, and my kids faces' lit up like you wouldn't believe. Our short vacation started off with smiles, and I was immediately in a good mood. It's amazing what a big difference something as small as chocolate chips can make! From the hotel's point of the view, their return on investment was huge. We were satisfied customers for the cost of a cookie.

We had a similar experience going to visit some friends in a new neighborhood.

When the security guy asked me for my ID, he had lollipops for the kids. For the record, I'm not a fan of gated communities or showing my ID to visit my pals. However, I was so distracted by the lollipops, and my kids were so happy, it didn't bother me at all. That security guard turned a frustrating moment into a positive one, and now, my kids can't wait to go back!

I believe businesses of all sizes can apply this same lesson. Maybe it's not actually cookies or lollipops, but instead a small gesture to make clients feel important. Sometimes a hand-written note in the mail, or a cheerful voice on the phone can make all the difference. Even a friendly retweet on Twitter can put a potential client in a good mood, which can help build relationships. Do you have a picture of you with a client? Send it to them. Did you receive positive feedback about their event? Let them know. Can you recommend them to a friend? Go for it. It's the small extra steps that make all the difference.

What are you doing to make your clients happy, and keep the relationship positive?? I'd love to hear your suggestions!

Marketing 101

Call it "Marketing 101".

I received a call from a local university asking our company to buy ad space in their football program. We already do work for this university, and it's a smart move for them to call us. But when the woman on the other end of the phone didn't know my name, or anything about my company, I was terribly frustrated.

In this day and age, if you can't spend three minutes looking at my website, I can't find a good reason to write you a check. We are very easy to find. I'm on Twitter, my company is on Twitter, we're on Facebook, we're on Linked In, we have a website, it's really not hard to find out one or two sentences about what we do. Not to mention that our company has done work for the university in the past! We're probably in her database.

When you're calling a potential client, aren't they worth the few minutes it takes to look them up online and find out something about them? In the meetings industry, we need to know when and where the client's next meeting is.

If you follow the potential client on Twitter, you may be able to find out what that client is doing at the moment you're about the pick up the phone. Don't "go in blind". Find out about the client, know what they're doing, and let them know you cared enough to do your research. I know I will.

Are you Inspired?

When was the last time you were inspired? For me, it was at the Call to Hope breakfast for Shepherd's Hope. This organization provides free medical care for the working poor in Central Florida. With so many people out of work, and without health insurance, the need is greater than ever.

Their annual fundraising breakfast was incredible. Nearly five hundred people gathered at Church Street Station in Orlando to hear testimonials from people who have been helped by the organization. My business partner and I had the pleasure of producing this year's video featuring patients who received care from the volunteer nurses and doctors. You can watch the video by clicking here.

After the video played, the three patients were called up on stage. One of them spoke, and she was amazing. Heloisa Martins moved here from Brazil sixteen years ago. She's been working in Florida the whole time, but can't affrord health insurance. She has breast cancer, and spends her days off in chemotherapy. Heloisa credits Shepherd's Hope with saving her life. She thanked the doctors who found her tumor, the surgeon who performed the biopsy, and the donors who made it possible. Heloisa said she hoped by telling her story, she was able to help just one more person get care at Shepherd's Hope.

I realized that I was surrounded by hundreds of people who volunteer their time to help people like Heloisa. They have helped tens of thousands of patients since Shepherd's Hope was founded more than a decade ago. It's incredibly rewarding, and incredibly inspiring.

The theme for the event was "The Power of One", and they quoted Lily Tomlin who said "I always wondered why somebody didn't do something about that, then I realized I was somebody".

Each ONE of us can make a difference.

I encourage you to watch the video, and get involved. If not with Shepherd's Hope, with any organization that reaches out to those who need it most. Isn't it time you were inspired?