Conference Service Excellence towards conference team and vendors

It's 08:00 AM and I'm one of just a few early arrivers at a conference. As I stroll the convention center corridors and think through what I want to accomplish that day, I notice a few team huddles going on.

Managers giving their teams a final set of instructions, helping everyone prepare for the day that lies ahead.
You have to admire their pro-active effort, but I wondered how information from the planner was ultimately being shared with the teams.

Planners provide vendors with all kinds of information about the conference, but how much of this are they actually reading? Could important details be getting lost in translation?

Then it hit me - just as we normally publish show dailies for our attendees, what if we shared an internal show daily with our vendors and our staff?

A fast-paced, one-page piece that might include:

• Top three activities going on that day
• VIPs to keep on the lookout for
• Media alerts and chatter about the conference
• Questions attendees might asking

Beyond instructions and marching orders, what about recognition? Imagine if you included a positive quote from an attendee or a quick story about extra-mile service you witnessed. There's nothing like affirmation to inspire teams to stretch and deliver their very best.
 
The more I think about it, the more I like it. Much of the content can be prepared well in advance. Then, you update this document with a few timely gems observed onsite. As we all know, it's the little things we do (and notice) that inspire true service excellence.