Keeping Customers Happy: A Testimonial to Customer Service

April 17, 2018

“We bend over backward to make our clients happy.” 

How many times have you heard that saying? And what does it really mean? 

Assigning actions to these words is vital to a company’s success. At the end of the day, after the work is done and the event is over, people don’t remember the technology or equipment you provided, they remember how they were treated. That’s why it’s so important to make customer service a priority.

In my experience with Teamwork, customer service is the root of everything we do. It’s one of the reasons that attracted me to the company in the first place. I value all the relationships I have with people, whether it’s professional or personal. 

Here are five ways we incorporate superior customer service into our day-to-day interactions:

1. Show up. 

Whatever happened to people waiting at the airport for out-of-town clients? Yes, there’s Uber and Lyft, but we like to just go ourselves! We see that as a valuable opportunity to get to know our client. Take advantage of that time. When arranging the clients’ visit, we make sure to ask the client if they’ve ever been to that city before. If the answer is no, we share the team’s insider tips and recommendations. Ultimately, having a familiar face in a new city will make them feel much more at ease.  

2. Be flexible.

Everything we provide at Teamwork has been implemented organically and hinges on the request of our clients. Back in the day, we became a general service contractor when someone asked us to. It’s important to stay agile in services and offerings. Pivoting roles when necessary is a great way to maintain a competitive edge.

3. Take initiative. 

Before a big event, we take the time to call any key players on the phone to confirm everything. This helps to alleviate stress on the day-of. For instance, we make sure someone calls every single exhibitor attending our show in order to make sure they have everything they need to successfully exhibit. Some companies may choose to do this from time to time, but I think it should be routine.

4. Get creative.

There’s more to a client gift than a mug. Consider putting together a little survival kit on the morning of an event with things like 5-hour Energy or Emergen-C. This is a fun way to show the client that you’ve got their back and you’re in this together.

5. Invest in the team.

Happy employees equal happy clients! Show your team the same respect and appreciation that you would show a client. We set our employees up for success by providing them with in-depth training sessions on all the latest industry trends. Having team members build something together before an actual event is a great way to make sure everyone feels comfortable and confident in what they’re doing. 

It’s these little things that separate a good company from a great company – especially in our industry when so much is based on genuine relationships. It may sound like a cliché but I truly believe that the success Teamwork has seen over the last 30 years is related to our exceptional customer service. At the end of the day, being thoughtful has no extra cost and yet it adds so much value. 

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NO WISH IS TOO BIG AT THE ORANGE COUNTY CONVENTION CENTER
Overview: The award-winning Orange County Convention Center (OCCC) goes the extra mile to make every day extraordinary by offering customer service excellence and industry-leading partnerships. From their dedicated in-house Rigging team to their robust Exhibitor Services, The Center of Hospitality brings your imagination to life by helping you host unforgettable meetings and events. With more than 2 million square feet of exhibit space, world-class services and a dream destination, we are committed to making even the most ambitious conventions a reality. In October 2023, the Orange County Board of County Commissioners voted to approve allocating Tourist Development Tax funding for the $560 million Phase 5A completion of the OCCC. The Convention Way Grand Concourse project will include enhancements to the North-South Building, featuring an additional 60,000 square feet of meeting space, an 80,000- square-foot ballroom and new entry to the North-South Building along Convention Way. “We are thrilled to begin work on completing our North-South Building which will allow us to meet the growing needs of our clients,” said OCCC Executive Director Mark Tester. “As an economic driver for the community, this project will provide the Center with connectivity and meeting space to host more events and continue to infuse the local economy with new money and expanding business opportunities.” Amenities: The Center of Hospitality goes above and beyond by offering world-class customer service and industry-leading partnerships. From the largest convention center Wi-Fi network to custom LAN/WAN design, the Center takes pride in enhancing exhibitor and customer experience.  The OCCC is the exclusive provider of electricity (24-hour power at no additional cost), aerial rigging and lighting, water, natural gas and propane, compressed air, and cable TV services. Convenience The Center is at the epicenter of the destination, with an abundance of hotels, restaurants, and attractions within walking distance. Pedestrian bridges connect both buildings to more than 5,200 rooms and is within a 15-minute drive from the Orlando International Airport. The convenience of the location goes hand-in-hand with top notch service to help meet an event’s every need. Gold Key Members The OCCC’s Gold Key Members represent the best of the best when it comes to exceptional service and exclusive benefits for clients, exhibitors and guests. The Center’s Gold Key memberships with Universal Orlando Resort, SeaWorld Orlando and Walt Disney World greatly enhance meeting planner and attendee experiences offering world-renowned venues, immersive experiences and creative resources for their events. OCCC Events: This fiscal year, the OCCC is projected to host 168 events, 1.7 million attendees, and $2.9 billion in economic impact.  The Center’s top five events during their 2022-2023 fiscal year included:  AAU Jr. National Volleyball Championships 2023 200,000 Attendees $257 Million in Economic Impact MEGACON 2023 160,000 Attendees $205 Million in Economic Impact Open Championship Series 2023 69,500 Attendees $89 Million in Economic Impact Sunshine Classic 2023 42,000 Attendees $54 Million in Economic Impact Premiere Orlando 2023 42,000 Attendees $108 Million in Economic Impact
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