Incentives Motivate!

Fam trip etiquette, a cautionary tale

2011-12-27T13:11:00.001-08:00

During the holiday season words like “gratitude” and “giving thanks” get thrown around a lot. But one of the places we don’t really talk about them is on familiarization (fam) trips within the travel/incentive industry. I bring this up because I was recently on a fam trip to Asheville, NC and was disturbed by another planner’s behavior. After discussing this with another attendee who was likewise stunned, I decided to write this blog. More than just being ungrateful, I have seen a number of planners who are actively disingenuous and rude to their hosts. We don’t publically talk about this kind of thing very often. Most planners will talk to each other behind the backs of their hands but so rarely does anyone call out the offenders or really get to the heart of the problem. Perhaps it is time for this to change.

I will tell you the story of what happened on my recent trip. I will not use the planner’s name but anyone who was on the trip will surely know who I am talking about.

The main thing to note is that this fam to Asheville was only 1.5 days long. Get in on Sunday afternoon, leave by Tuesday morning. We had a fairly loose schedule that had us leaving the hotel on Monday morning at 9:45am (positively late by most fam standards) and also included time for a little shopping in the afternoon. I mention this because we certainly were not packed in like some fams I have been on. Keep this in mind as you read on…

The first night we had dessert at a wonderful local coffee/chocolate shop. Near the end of the night they brought us boxes to take some of the sweets with us. I was the first person to get my box and took a few cookies and a few brownie bites for my guest and myself. The planner I mentioned came up behind me and took (no joke) ¾ of the tray! I almost choked! So the rest of the group of 12 was left with nearly nothing to take with them. Rude, yes? Well, the story doesn’t end there.

On the way back to the hotel, the CVB rep was talking about our itinerary for the following day. She said something to the effect of “let me know if you won’t be joining us in the morning”. He immediately said “oh, we don’t have to be there? Okay, then I am letting you know [that I won’t be there].” I, already annoyed by his previous behavior, was blown away.

(By the way, the morning event was a charity event called Sole Hope where you cut uppers for shoes. They send those uppers to impoverished areas of the world where they teach the poor to make shoes. It helps fight the spread of disease, keeps feet sanitary and gives people jobs. It’s a very cool and easy charity event for groups!)

But I digress. The man was crude and rude. Unfortunately, this is not a random isolated incident. In fact, it is only a small example of this kind of behavior and is not even that rare in our industry. I have spoken to several coworkers about this and they have seen some pretty bad fam etiquette too. So we have compiled a short list below. None of these have to do with valid complaints like buses not showing up or sour food. They are examples of truly poor manners observed by members of our team:

Telling a host hotel to their face that they don’t care for their room and/or facilities
Complaining loudly about some aspect of the trip no one can change (TSA requirements, airline delays, etc)
Showing up to events obviously drunk or intoxicated in some way
Showing up to an event dressed completely inappropriately (cut-off shorts and a tank top to a formal dinner, etc)
Carrying on an (often loud) conversation with their guest during a site inspection when the DOS is describing their facilities
Skipping site tours or events altogether (sometimes this becomes necessary when work needs to be done but most of the time this is not the reason)
Changing flight arrangements and not telling the hosts, who then wait for them at the airport in vain. This is especially bad when the hosts have paid for the airfare.
Worse yet, people simply not showing up for the entire trip (sometimes without even informing the host)

Unbelievable, right? (Have any you want to add? Comment below!)

So I ask, what is going on here? What has happened to simple common courtesy? When you are invited to visit an area (especially when they are paying for you to be there), be gracious about it. Attend the events, be nice and be appreciative. Acting like you are entitled endears you to no one and just makes you look like a huge spoiled brat. You not only ruin the trip for your fellow planners but you make the CVB/hotel/transportation company/restaurant feel like they wasted their money. Fam trips are a nice perk of the business. You certainly have to work on most of these trips and they are not always a picnic. There can be several hotel sites in one day that require tons of walking and viewing of ballrooms and bedrooms. However, these ARE the point of the trip. They want to show you everything their city/area/resort has to offer.

I like to remember that because of these trips, I have been able to see plenty of locations that I would not normally have been able to on my own. I have certainly stayed at hotels I never could have afforded on a planners pay scale! Most of these are great experiences that I treasure and I am happy that they can lead to me bringing business there.

So I implore you, the next time you are on a trip, do what is asked of you and do it with good grace. This industry is built on relationships and people talk. You would be wise to remember that.

Anjee Sorge
Director of Operations

Emerging Markets

2011-12-08T10:07:00.000-08:00

On a recent trip to Asia which included Hong Kong, Singapore, Tokyo and Kyoto Japan I learned a few new things. The USA needs to take a lesson from these “emerging markets”.

I had back surgery in the early part of September and vacillated back and forth about whether to cancel my two week trip long planned to Asia. Although my recovery seemed a bit slow I decided to stick with my original plan and take the tour.

The flight there is pretty brutal, especially having recently had surgery. It runs between 12 and 14 hours and "Economy Plus" on Delta's ancient 747's from MSP is a bit of a joke. Do yourself a favor, spend the extra cash to upgrade if you can swing it (and those with status, don't count on a free upgrade. I'm platinum and they wouldn't even consider it without a $5,000 up-charge). On the other hand, I was able to order wheelchairs all the way through. Talk about getting the princess treatment! Special people assigned to carry your luggage, send you through a private gate for customs, send you to the head of the line and wheel you across long distances to get you on your next flight. That part rocked! There are a few nice parts to traveling after surgery I guess.

So first stop Hong Kong!

Hong Kong

With only two nights to check things out I barely scratched the surface of this hopping city. I took a look at a few hotels including the famed historic Peninsula hotel. I also saw the Shangri La, the Hyatt, the Meridian and a few others. The Hyatt stood out as a really nice property for a significant group and their sister property in Macau was lovely. The Hyatt brand was consistently nice throughout Asia. The sales teams were sprinkled with US or British folks who really could communicate well with planners, and that really does make a difference. We checked out some other splendid venues including the markets, the floating restaurant, and the peak.

In general, I was not impressed with Macau. Had it not been for my “wheelchair” needs I would have been stuck in customs for over an hour just to get in from the ferry boat. The Portuguese egg tarts and restaurant were the highlights of my visit. It felt as the the hotels were attempting to rival Las Vegas but didn't really come close. The Galaxy was really cheesy and the Venetian, well, looks just like the one in Vegas. Although I see this as a good option for travelers in Asia who don’t wish to take the long trek to Vegas, Americans need not make the trip if it is high quality gambling casinos and event space they seek!

Next on the agenda was Singapore, which is a very modern and CLEAN city. It is even illegal to sell gum there! This is an excellent venue for convention business - especially large groups - as there is a good deal of hotel and conference space and some excellent DMC’s. The city is extremely safe and this is very important for convention goers. Our DMC, Pacific World, was fabulous and I would highly recommend them. I got a bug while I was there and one of our DMC’s mothered me like my own – stopping to buy me meds and giving me the eastern medicine of her ancestry. I called her Mama Gina! I think the bug came from the local market as my traveling companion seemed to get it also. We spent Saturday night downing Alka Seltzer cocktails rather than out on the town which was the initial plan. The break was probably just what we needed anyway!

Me and "Mama Gina" with the Marina Bay Sands in the background

While in Singapore, we were able to check out the Conrad Hilton, The Marina Bay Sands, the Shangri La, the famed Raffles and Fullerton hotels. All had their advantages and disadvantages depending on what you are going for (incentives vs conventions, etc). The Raffles is charming and, of course, one must go to the bar to have the original Singapore Sling. It is where it was invented! The story goes, the bartender was trying to get rid of a patron one night and concocted it for her in hopes she would not like it – instead she adored it and it caught on like wildfire. Too funny!

Having Singapore slings at Raffles in Singapore with Pacific World DMC

There are a number of sites one should see while in Singapore. Without a doubt, my personal favorite was the middle eastern district with the Mosque and the nightlife and shopping. Little India is anything but little, and a trishaw ride is a must to go through this area!

Trishaw!

Do keep in mind if you are planning a conference in Singapore, it is not cheap at the moment, or at least it wasn't at the end of October. The US dollar to the Singapore dollar is fairly weak. Not as expensive as Europe to be sure but not exactly a bargain. Still, it is a great spot to keep in mind,

Next stop- Tokyo! This was an interesting visit. First, one should know that private transportation to/from the airport is extremely costly – somewhere in the neighborhood of $600 for a private car to take you into the city. The Limo buses are the only way to go coming in somewhere around $30 USD one-way with stops at major hotels. If you are bringing a group, keep in mind that it takes about 1.5 hours to get to the city from the airport.

We stayed at the Westin Tokyo, their flagship property, and you know why if you are fortunate enough to stay. The service is top notch! A few nights in Tokyo with a lovely dinner hosted by the CVB and delightful company, along with a tour gave us a pretty good feel for the city.

The Tokyo market. Don't ask me what's stuck to my shoulder, I don't know!

After two nights in Tokyo, we were off on the bullet train to Kyoto. The bullet train was amazingly smooth and comfortable, and if you get the seats (E & F side) you get a good look at Mount Fuji on your way down. Kyoto is one of those stealth cities that when you first see it you don’t necessarily “get it”. You need to stay in the city long enough to pick up on the amazing charm of the people and the city! In contrast to modern and sleek Singapore, Kyoto is historic and quaint. We were able to stay at a more traditional Japanese Hotel (the Acura) and then move over to the Hyatt which was a true pleasure. This is where I had my first ever Acupuncture treatment which proved to be the best relief I have had since the back surgery (I am now hooked!). We also took a look at the Westin there and had a fabulous sukiyaki dinner with the staff there (the Vueve Cliquot they treated us to certainly did not hurt either!). We visited a true Japanese style Royadan where guests sleep on the Tami mats and take meals in their rooms while sitting on the floor. Truly Japanese style!

Tea Service

What do you think- should I start wearing kimonos?

We visited a number of the temples and other venues, along with a few traditional Japanese tea services, but truly it is the people of the city that really charm you! The city is so safe that the tourism director said he has left his wallet 3-4 times in a cab and always gets it back with the money still intact. The Japanese just don’t want to dishonor their families so they are honest in a way that most large American city dwellers would find hard to understand. How refreshing!

Locals in Kyoto- don't they look happy?

A visit to the Geisha district with a guide who is an expert on geishas was truly fascinating! Our guide was involved with a recent documentary on them so he was a positive fountain of knowledge on the subject. I think most folks consider the geisha a glorified prostitute but this could not be further from the truth. Their commitment to the lifestyle, which is to perform and entertain, is incredible. They start with 5 year contracts to live and study in the boarding schools and take years to perfect their art. This is more of a life’s calling than anything else. We were able to catch them going off to entertain clients for the evening. They command about $1,000 each per night but no group function would be complete without adding this element. Many of the geishas are wearing from $30-100k worth of garb when they fully dress up. Talk about nerve wracking!

Geisha, presumably on her way to a job.

A bullet train back to Narita airport with one switch and we were back on a flight headed for home. I once again had to deal with the lousy "economy comfort" – Delta, you can’t get those planes redone fast enough!

A couple of takeaways - Asians sure like their 7 star toilets! Even the most modest of places have the built in bidets and the heated seats. If you have a plumbing supply group, they are good candidates for an incentive trip to Asia!

It is a long trip so be sure to think about your group and plan to stay at least a week – it take you that long to adjust to the time difference. But in the end, the experience is well worth the trek.

Sandi Daniel
President and CEO

What is Engagement?

2011-06-08T07:38:00.000-07:00

I recently attended the annual Enterprise Engagement Alliance (EEA) conference in Tarrytown, NY. The entire subject of "engagement" may seem new to some, but it has actually been a long standing corporate problem. Today, it is ever more exacerbated by the recent economic and demographic changes in our world of work.

Right now 52% of mission critical jobs are not being filled. In addition, recent studies show that 18% of workers are actively DISENGAGED when it comes to their work. That costs our economy over $382 billion dollars each year.* What does all of this mean? It means that when the economy kicks back, about 60% of the workforce will be out seeking new employment opportunities.

Recognition, rewards and engagement are a blip on most company operating budgets but soon they will find out how important those things are. My prediction is that in the next 1-3 years companies will be scrambling to retain their A players as they start looking for jobs elsewhere. To keep these key employees, companies need to put a special focus on how to engage them. Of course that involves providing a proper compensation program, incentives for going above and beyond and rewards and recognition. While these things are important for keeping employees engaged, they are often the Band-Aid to a much deeper issue.

Organizations have to build in an engagement strategy that brings the employee in from the day they start work and keeps them engaged throughout their employment. A truly great employee performs out of passion, not fear. To think about engagement is to think about what gives you passion to do your job every day. It is a way to excite your employees to WANT to do a great job for you. It's a philosophy and a practice, not just an incentive program.

That is why our organization is involved with the new EEA certification process. As engagement consultants, we work with organizations to plan their engagement strategies from day one. The fact is, people these days value quality of life more than money. It used to be that money was considered the number one signifier of happiness. This is no longer the case. In fact, monetary compensation barely breaks the top five.

In my company, we have struggled with the downturn in the economy like everyone else. So, in lieu of raises, we made some changes to our corporate philosophy. We stopped tracking every minute of vacation and sick time, allow employees to bring their dogs to work, have a casual dress code (unless we have a client meeting), have the ability to work from home when they want and have incentives built into their jobs. Wearing jeans and having a pet with them in the office makes them happier which, in turn, makes them work harder for us. I know that these philosophies may not work for every organization but they are examples of how changing some fundamental workplace rules can change how your employees feel about your company. And that can make all the difference when the economy turns around.

Sandi Daniel
President & CEO

*Source: Presentations at EEA Expo, June 1-2, 2011. Can also be found on www.eeaexpo.org

Incentive travel budget doubled in size....CEO reaction will surprise you!

2011-04-19T09:24:00.001-07:00

Times are still tough and incentive budgets are under that microscope for sure. I have had my fair share (maybe more) of interactions with purchasing managers and many CFO's that get involved early and often in incentive budget discussions. Their goal, make this budget be as low as possible but deliver a highly positive experience. Right.

I have managed to not only get past these types of meetings, where you have to come armed with ideas on how to "save money" in fear of losing the business, but I have actually created cheerleaders from both purchasing and CFO's for incentive budgets. One such experience included an incentive travel program that had a budget of $600K in 2009. The request was to produce a program that would "not appear to be less in value, but needs to be below our budget of $375K for 2010".

That incentive travel budget, after a business case analysis was conducted and presented to the Executive Team, was projected to be $1.6 Million, "in order to move your business to the next level". Not only did I get this budget approved, I gained complete support from the CFO in doing so. The CEO, after the results were in (they exceeded next level results), ordered a company-wide (over 600 employees) celebration that included a video broadcast of the sales team, from their incentive travel destination, telling those employees how much they appreciated being able to exceed sales and margin objectives "due to your support".

The presentation concluded with the Senior Vice President telling the employees, "No, we can't all be on that trip, but we are all celebrating growth in our business while our competition is meeting to try and figure out who to lay-off".

Best year yet and more to come.

Guest Blog written by Bob Dawson of CITE

Not Your Grandmothers Ft. Lauderdale!

2011-04-06T12:39:00.000-07:00

I had not spent any real time in Ft. Lauderdale in over 5 years, and the last time I stayed there was probably 15 years ago. So when they asked me to come down and take a look, I have to admit I was not really sure it would be a destination that I would ever want to recommend, especially during spring break. Boy was I pleasantly surprised! With 23 miles of beach that is in pristine condition, I had to erase those memories of young college kids drinking and partying into oblivion until all hours of the night. That is not to say you can’t find action in one of the 123 nightclubs in town, but it is just a bit more “grown-up” then it once was.

What I saw during “spring break” were adults and adults with children, and 4,122 restaurants filled with “normal” people just enjoying a little vacation. Who knew? The new Ft. Lauderdale is a civilized South Beach without the price tag! Yet, there are over 45,000 resident yachts stretching along the many marinas and Inter-coastal waterways that cover over 300 miles. They call it the Venice of America for a reason.

What does the Greater Fort Lauderdale Spring Breaker of today look like? There are apt to be chic couples in the mood for golf or luxury spas, opera, ballet or Broadway shows, and staying in luxury resorts like the W Fort Lauderdale, recently named the trendiest hotel in America. Or, they might be convention goers; the Greater Fort Lauderdale/Broward County Convention Center, celebrating its 20th anniversary, welcomes 580,000 attendees from around the world each year. Or they might be cruise passengers enjoying a mini-vacation before or after their voyage from the city's Port Everglades, one of the busiest cruise ports in the world.

During my long weekend I was able to look at a number of surprising properties that are worth a visit, if not a stay. The W, as I mentioned previously, is really chic and fun; the Ritz Carlton, which started as a St. Regis, is truly upscale and beautiful – yet different in style from your typical Ritz. A real surprise was the Hilton on the Beach with their condo-style rooms, equipped with mini-kitchens that are very well appointed. The same holds true for the Doubletree which boasts a water taxi stop right out the back of the hotel on the Inter-coastal. (You can also book their yachts for a breakout session….now that is a unique meeting room!) The Westin is newly done and very warm and inviting. The real surprise on this visit was the B Ocean property – it truly has a WOW factor, and so unexpected! It was once a Holiday Inn, but you would never guess it. The meeting space is all floor to ceiling windows, and well, you just need to see it for yourself – it is hard to describe! I think the most surprising thing of all is that many of these properties are truly very affordable. You can have a South Beach type of experience for far less. To be honest, I always feel quite imperfect while strolling along South Beach with all the model types, Ft. Lauderdale is so much easier on the self esteem (although there are still plenty of pretty people among the beach goers).

During my visit I also attended the Gulf Stream horse pre-derby event. Of course I arrived with Derby hat and outfit in tow! The race highlighted many horses that will be in the upcoming Kentucky Derby.

Me with Stacy Copeland from the Fort Lauderdale CVB

One thing is for sure, I still have no talent when it comes to picking winning horses, but I sure know a winning destination when I see one! If you have not seen Ft. Lauderdale lately, you need to take a look.

Sandi Daniel
President and CEO
FIRE Light Group

Snow Carnival?

2011-03-04T08:21:00.000-08:00

I was recently invited to Quebec City to experience their famed Winter Carnival. I know what you are thinking- a carnival in Canada in the winter? Yes! It was amazing and I thought I would share some of my experience with you.

Quebec is a beautiful place. Mostly French speaking, the province is known for its gorgeous scenery and its outstanding gastronomy (artery-clogging yet delicious poutine notwithstanding). And you cannot forget the absolute sweetness and generosity of the people! Canadians are the nicest people in the world, I am absolutely convinced.

(You'll see me and another lovely lady in the pictures below. By the grace of our hosts, I was able to bring a guest and I was fortunate that my grandmother Marlene was able to attend!)

Anyway, on to the tour!

Our first stop was the famous Hotel de Glace (Ice Hotel) which, as the name implies, is completely made out of ice and snow. We took in the chapel which was a beautiful room with real deer hide-lined ice benches and an ice altar. It was absolutely gorgeous and a real technological feat! There are approx 35 sleeping rooms in the hotel plus an ice slide, a spa and two bars. I personally couldn't imagine sleeping in one of those beds (an actual mattress on top of an ice foundation) but I am sure there are some who would find it quite the adventure.

After the Hotel de Glace, we went out to the Sugar Shack which makes some of Quebec's world-famous Maple Syrup. After learning about the syrup making process (did you know that they use the sugar water out of the tree- NOT the sap?), we sat down for a nice down-home style lunch accompanied by a fiddle player. I felt for a moment like I was back in WI!

While still on our sugar-high from the Shack, we got the rare opportunity to see the "Behind the Scenes" of the Winter Carnival. We drove back to the city and visited the warehouses where they were constructing the floats. It is very strange! You never think about parade floats being anywhere other than on the road. Below is a pic of one of our hosts for the weekend, Nicky de Champlain of JPdL getting eaten by a giant worm.

The whole group on one of the floats!

You may have noticed the large snowman-like guy in the picture. No, that was not me after three days of rich French meals! That's Bonhomme, the king of the Winter Carnival. You probably think this is a small thing, standing on a float with Bonhomme. Like meeting a mascot of a college football team. No, this is a BIG deal. Bonhomme is shrouded in secrecy. He is escorted to and from every event with body guards and his identity is kept strictly confidential. He is a little creepy, but then, what giant white dude in a sleepytime cap isn't creepy? (I'm looking at you Santa)

We also got the opportunity to attend the Bal de Bonhomme (the Bonhomme Ball) which is a black tie event in Quebec City. It is held every year during Winter Carnival at the iconic Fairmont Le Chateau Frontenac. With an expertly prepared 5 course meal, we were full before we even got to the main course! Only around 350 guests are able to attend this dinner and dancing event, including some big shots like the 2010 Olympic women's speedskating silver medalist, the president of the Tourism Board and the head of the Alcohol Bureau. And, of course, Bonhomme. It IS his ball after all! We were very fortunate our hosts were so amazing or we never would have had the chance to enjoy this rare treat!

The next day we took a short city tour and visited the Old Town area. What a great stop! There are a few old-Europe looking streets filled with artisan shops. All of the shops are locally owned and part of an artist co-op. And the best part was, the prices were very reasonable. I really love picking up original art direct from the source- especially when you aren't paying the "tourist premium".

In the center of the old town area is this really cool church. If you look closely you'll notice it is the church used to film the scene in Catch Me If You Can where Frank Abagnale Jr. is finally captured!

For lunch, we ate at Loews Hotel's revolving restaurant where we got panoramic views of the city and carnival grounds. With horse-drawn sled rides, a snowmobile course, a fully-lit ice castle, a zip line, slide runs, concerts, snow sculptures, dogsled rides and skating areas, the carnival grounds cover at least a square mile.

Later that night we were able to see the parade after another outstanding 5 course meal. (Those French sure love their food!) It was difficult to get decent pictures of moving, lit-up floats at night but I did manage to capture a few:

And, much like Santa, Bonhomme finishes the parade!

After the parade we headed back to the hotel in a driving wind storm. Thankfully we had had enough delicious Canadian wine at dinner to keep us warm for the trek! Windblown but happy- with Quebec City Tourism's Sebastien Cornellier, a truly fantastic gentleman!

A sad but beautiful ending to our trip to Quebec City- taken from our room at the Hilton Quebec.

A HUGE Thank You to JPdL, Quebec City Tourism, the Canadian Tourism Commission, the Hilton Quebec and all of the other venues that showed us the true spirit of Quebec City. I (and my grandmother!) can't wait to come back.

Anjee Sorge
Director of Operations

High-End All-Inclusives?

2010-12-21T10:31:00.000-08:00

We know what you are thinking- this is an oxymoron, right? When most of us think about all-inclusive resorts we picture cattle-calls for sub-par food, jam-packed beach space, entertainers leading the Macarena with bullhorns, cheap booze and the bare minimum of room amenities. But that is not necessarily the case anymore.

These days you can find all-inclusives that cater to a more luxury crowd. Few can be considered truly 5-star but Petron and Dewars can be found at the bar, spa-quality amenities are popping up in the guest rooms and excellent food is being prepared by celebrity chefs. What’s more, some hotels that are traditionally "European plan" properties have gotten in on the game. Ritz Carlton and Melia Hotels, for example, have recently began to negotiate group contracts with all-inclusive pricing.

This trend does seem to specific to the Caribbean and Mexico, however. The US and Europe may never embrace all-inclusive pricing so it seems that a luxury version is an extremely distant possibility. Nonetheless, the trend certainly is great for individuals and groups wishing to travel to better Caribbean properties on a fixed budget.

Here are a few of the higher-end all-inclusives we think are worth a look:

Royal Hideaway- Riviera Maya

Le Blanc- Cancun

Aqua- Cancun

Sanctuary Cap Cana- Dominican Republic

Happy travels!

Anjee Sorge
Director of Operations

Spa Culture

2010-12-16T10:47:00.000-08:00

Spa is the new golf. Yep, it’s true. 20 years ago hotels used the golf course to try to lure prospective travelers to their locations but that has changed. “Come play our 36-hole championship golf course designed by Jack Nicklaus” has now become “Luxury awaits you at our premier aromatherapy spa with 35 treatment rooms and 4 private hot and cold plunge pools.”

It seems that nowadays every hotel has a “world class spa.” You expect that 5 star properties will have excellent spas. What we are finding though is that, one after another, 3-4 star properties are all trying to outdo each other in the luxury spa arena. And it's not just the resort properties- we are seeing a dramatic increase in the number of luxury spas built in business hotels. What business traveler doesn't want a massage after a long day of rude airport personnel and cramped coach seating? But I bet not many of them expect a luxury spa at a business hotel in Dallas. (See the Omni link below)

Many of these hotels are capitalizing on the fact that current popular opinion shows distaste for expensive corporate retreats. Brand discrimination has become big business as so many companies pull away from the luxury hotels in favor of one with less opulent name associations. No one wants to seem to be doing anything very extravagant, lest their stock holders throw a tantrum and the national media throws them under a bus. Stock holders might blanch at the idea of having a corporate retreat at the Ritz or a sales incentive at the Four Seasons but would they even bat an eye at the meeting held at the Omni or Westin? So, as eyebrows are raised and budgets are slashed, we have seen a huge movement in the meeting and incentive industry towards 3-4 star hotels. The competition at these hotels has become fierce and the battleground is the spa.

With exotic themes varying from Chakra Cleansing to Hydrotherapy to Thai Massage to Aromatherapy to Elements or Gemstones Therapy, the spas keep getting bigger, more fragrant and even more luxurious. Many tout huge square footage (up to 100,000sf!) and “ultimate relaxation.”

As you may suspect, along with the luxury comes a hefty price tag. Even at the less expensive properties, you can expect to pay upwards of $200 for a 60 minute massages and a manicure could cost you over $100. Of course, they need those high treatment prices to pay for the astronomical upkeep of the spa itself. You have to keep the plunge pools hot/cold and full of water, keep the saunas steamy and mud baths muddy, employ a variety of staff positions from receptionists to therapists, keep a decent inventory of high-end spa products, provide all manner of courtesy items (from tea, towels, robes and slippers to hairspray and tampons), employ laundry and housekeeping services as well as gardeners for the flora (especially in the tropical locations), the list goes on and on.

Is the cost worth it? Every time I have visited a hotel recently and taken a tour of the spa, it has, without fail, been empty. Perhaps I always came at the wrong time or they had cleared the place out especially for us. However, it does beg the question of whether the price of building and maintaining the spas are cost effective. If people are drawn to a location BECAUSE of the spa, does it matter whether or not they actually USE the spa? The properties are still making money on food and beverage, room rates, resort fees and other extras such as tours and equipment rentals. In the case of group travel there are also AV and entertainment costs, f/b minimums, room rental charges and other assorted fees. But is it enough to cover the loss of revenue on an empty spa?

The entire industry is struggling and any way to boost sales and occupancy is excellent. However, I would really like to know if the spa-wars are working for these hotels. I welcome feedback as to whether they are measuring the true ROI of the additions. Is the gain worth the cost?

Would you choose a hotel because of the spa? And looking to the future, what do you think will be the next big draw?

Some of the latest, greatest and most interesting spas we’ve recently seen from historically non-luxury brands:

Fiesta Americana Cancun
Hard Rock Hotel Punta Cana
Le Blanc Cancun
Omni Las Colinas

Also check out the 2010 Conde Nast Top 240 Spas in North America, Hawaii, Central America and the Caribbean

Anjee Sorge
Director of Operations, FLG

Shouldn't Incentives Motivate?

2010-12-02T11:30:00.000-08:00

On a recent flight to Detroit I sat next to a sweet woman from central Wisconsin. During the course of conversation, she asked what I did. When I told her that I worked with companies to help with their employee motivation programs, she replied “Oh you should talk to my company!”

She described how her company was purchased by AIG who had a company sponsored incentive program in place. The program is laid out like this; her boss would let her know at the end of the quarter how much bonus money she would see on her next paycheck. That was it. No explanation of why she was receiving the bonus, no feedback whatsoever. She thought that this must be the result of the media’s infamous slamming of AIG senior staff receiving large bonuses and extravagant travel. She assumed that now they were trying to “spread the wealth” to some of the worker bees but she didn’t really understand how it was supposed to motivate her. She said that she would appreciate knowing specifics of why she made the bonus, how she could improve, etc. She also expressed how much she loved her job, enjoyed giving excellent customer service, and would do it whether or not she received an incentive.

Every company dreams of great employees like her- people who's jobs give them enough satisfaction that they want to work hard- but it is certainly not the norm. Most employees need some sort of motivation to push them to achieve company goals. But in order for the goals to be reached, the carrot needs to be clearly understood.

I find this phenomenon more often than you can imagine. A company puts significant dollars into an employee incentive, but does not bother to make sure it is communicated and managed well. What a waste of company resources! A poorly designed and administered program is sometimes worse than none at all. Let’s use those dollars to implement a truly exciting and motivating travel or merchandise program instead of using it towards a cash bonus. Studies have proven time and again that cash is not motivating. They would get so much more for their money with travel or merchandise.

Of course, given the parent company is AIG, you may think that travel is not the best choice. However, it could be if laid out and planned properly. If they chose to communicate the business case for implementing a travel program focused on the workers and not the highly paid executives, it could go a long way toward improving their image in the marketplace. With results measured through a well done ROI analysis and feedback from the participants to gauge its effectiveness, they could turn lemons into lemonade.

AIG… give us a call!

Sandi Daniel
President & CEO

A Taste of South Africa

2010-09-23T12:49:00.000-07:00

I was recently invited to visit South Africa and I can honestly say that the trip wasn’t long enough! The group and I spent 5 wonderful nights in a country that is as beautiful as its people.

We started in Cape Town, a city rich in history and culture, and it does not disappoint. It seems every turn you come upon a part of history you never thought you’d have the opportunity to experience. From Robbin Island to the City Hall made famous by Nelson Mandela’s speech in 1994, you just can’t describe the feeling that overwhelms you as you look upon these influential places in history.

We spent the first two nights at the Table Bay Hotel with its beautiful views of the cape and harbor. This hotel truly has a unique placement in the city. I would highly recommend this hotel for any visitors traveling to Cape Town.

On our third night we had the pleasure of staying at the Mount Nelson Hotel, located right in the heart of the city. As the oldest hotel in Cape Town, you can almost feel the vibe of the city from within its historic walls.

On day four, we left Cape Town and traveled to Kapama Game Lodge on the western edge of Kruger National Park. From the moment your plane touches down, you begin to see wildlife beyond your wildest dreams. The experienced Rangers from Kapama meet you at the airport and from here your experience begins. While departing from the airport in your open vehicle, you literally pass through one gate and you are in the reserve. Before we had even arrived at the lodge, we saw a family of rhino and a two and half year old lioness feasting on the days catch, an incredible beginning to a wonderful few days!

Each day you wake up early for a 6am game drive. I know it sounds crazy but you are just so excited for what the day might have in store that you can’t help but be up as early as possible! Giraffe, wildebeest and impala greet you as the vehicle makes its way through the reserve. Add in the lions, rhino and elephants and incredible doesn't begin to describe it. Once you see these animals in their natural environment, you will never be able to go to a zoo again. Simply breathtaking.

As if the wildlife wasn't enough, the staff are great too. The people at Kapama are true professionals, which makes the fact that the accommodations are top notch almost insignificant. They treat you as one of their own, which as far as I have found in South Africa, this seems to be the case everywhere here.

This trip was amazing. As I mentioned before, my only complaint was that it wasn't long enough! You'd probably need at least a month to explore everything South Africa has to offer. So I guess that just means I will have to go back!

I want to thank our gracious hosts, Springbok Atlas, South African Airways and the South African Tourist Bureau for providing the entire group with an unforgettable experience. I can't wait to see you all again!

Dustin Sorge
Senior Account Executive

The Evolution of Meetings

2010-08-13T12:55:00.000-07:00

A few months ago I was sorting through some old files that I had stuffed away from when I was a Marketing Director for a large Insurance firm. I used to do a great deal of public speaking on the subject of changing demographics and how we need to tailor our message to market to various audiences. I stumbled across a print out of an old email that referenced an article dated April 1998. In the email it stated that “internet commerce should top $300 billion by 2002”. This got me thinking…..what did Internet Commerce actually reach in 2002? Well I googled around for a bit and finally uncovered that it actually hit 2.929 TRILLION (and in 2009 it was over six trillion). I also looked into internet numbers while I was at it and surprisingly found that internet devices were around 1,000 in number in 1984 and moved to 1 million in 1992 and then to one billion in 2008. What does all of this mean? It means that the only thing about our changing world we can predict is that the RATE of change is moving at parabolic speed!

Asked to address the role of meetings in today’s environment, I gave some thought to where we have been and where we are headed. Remember the days of registering for a conference by mail or maybe even fax? Remember overhead projectors and transparencies? Your worst technology nightmare was to have a light bulb burn out during your presentation rendering your slides useless. Then we graduated to the overhead LCD projector that sat on top of the overhead so you could show your computer screen on the stand up screen at the front of the room. Then the handouts for the session, usually in a big bulky 3-ring binder which had to be shipped out in advance, or worse yet, photocopied and assembled on-site at the business center. This not only ate up staff time but was expensive to produce. Ok, so I am dating myself here, but really, that was not very long ago!

Now let’s talk about today. We have flash drives, small data projectors that can hook wirelessly to laptops, virtual meeting technology, online registration and electronic meeting materials. We are also on the brink of combined or stand-alone virtual meetings and teleconferences. The latest technology is the hologram meeting. You are literally face-to-face with your counterparts while they conference in from another part of the world. To get a look at the newest advances in meeting technology you need only search for “Hologram Meetings” on YouTube. It reminds me a bit of a corporate episode of Star Trek… beam me up Scotty! But those sci-fi fantasies are becoming a very real reality. Hemisphere Expo Services predicts 49,000 telepresence suites will be in use by 2014 and full hologram suites will follow closely behind. Bank of America is investing tens of millions in this type of technology and they fully expect to realize the economic benefit in less than 18 months. Starwood is also making big investments in the Cisco technology. The technology is quite expensive now but as larger firms start to employ them, you can count on costs going down and further adoption taking place.

So, what does all of this mean for the meetings world? While nothing can quite replace the face-to-face meeting, I do expect more hybrids of teleconferences, virtual and holographic meetings are likely to emerge. This technology wave in the meeting arena will allow companies, in the long run, to be more efficient and effective. Most important though is the need to stay relevant. Companies who ignore these new technologies and stick with only traditional meetings will be left behind. Traditional meetings will (and should) always be a part of how businesses run but the face of meetings is certainly changing. Businesses and meetings planners will have to work together to navigate this brave new technological world or all will be left in the dust.

Resources you may want to explore:
www.theirf.org, www.mpiweb.org (meeting deliver), www.firelightgroup.com, www.emsummit.eventmarketer.com/virtual , www.enterpriseengagement.org, www.westchestermeetings.com

- Sandi Daniel, President and CEO, FIRE Light Group

Business Bucket List

2010-05-20T08:00:00.000-07:00

Very interesting article on Biznik about who is (or should be) on your business "bucket list". Check it out!

Biznik article

A Shining Example

2010-05-12T11:29:00.000-07:00

This is a fantastic example of an employee incentive program. It is from-the-heart and makes sound business sense. At FIRE Light, we appluad the efforts of Appletree Answers for their fine work!

Check out the article on Incentive Magazine's website.

Why is it so important to have a niche market?

2010-05-06T09:58:00.000-07:00

Check out this article on niche marketing! I found it very interesting to site fear as a reason why people stay away from it, especially as it relates to women. Thoughts?

Why is it so important to have a niche market? - Marketing & Sales - Biznik

Anjee

"Incentive" is Not a Dirty Word

2010-04-29T08:44:00.000-07:00

It is true that the media has made America rethink appropriate bonus and incentive structures from the boardroom, to government employees to union halls. However, let’s not forget that we still must convey that our human capital (employees, sales staff, and yes, our executive teams too) still need to be engaged to continue to perform at peak levels. Now more than ever we need to remember that if we cannot instill that “fire in the belly” for employees to want to be a part of a successful organization – then where do we expect them to go when this recession ends?

The focus on big and extravagant bonus and rewards has taken us into a national mentality of throwing the baby out with bathwater. We cannot forget that rewards and incentive strategies are still a key tool to drive performance and hence, production and profits. We need high performing employees to drive profitable businesses that can support a growing economy. Whether or not you are a great believer in capitalism, it is what our economy is founded on. We cannot simply switch gears and expect that eliminating such an important business driver is going to fix our economy. Engaged employees are just as necessary to a business’s success as a solid product.

With a little work and some smart innovation, the engagement industry should come out of this recession stronger and more resilient than ever. Don’t forget that more millionaires were born out of the great depression than at any other time in our history.

Sandra Daniel

President and CEO

FIRE Light Group

FIRE Find of the Week

2010-04-09T09:31:00.000-07:00

Platypus SoftBottle

These water bottles are awesome! Not only do they roll up and stash away easily when not in use but they are fully imprint-able with your company logo. They have nice color options and plenty of choices for nozzle type and size.

This is a great way to give a small corporate incentive that is also environmentally friendly. It's so compact that your employees are sure to use this bottle everywhere. It just shows how green-forward you are! Now that's a great idea for company branding.

Get more info here.

Incentives Motivate!

2010-04-07T10:04:00.000-07:00

Welcome to the inaugural blog for the Fire Light Group!

I'm sure there are many folks out there who have no idea who we are so perhaps the best way to start is to explain what we do.

FLG is an incentive marketing company that consults with clients on how to design and implement motivation programs.

Come again?

Let me explain... If you are an executive who wants to motivate your sales force or a retail store owner who wants to drive customer loyalty, we exist to help you accomplish these things. We plan and coordinate group and individual travel incentives, online and catalog merchandise programs, debit card programs and meeting and event planning. Plus, we do incentive and branding consulting and help with the ROI to show how it has affected your profits.

Whew! Sounds dry, right?

Quite the contrary! Incentives are one of the most fun things you can do as an executive. Who doesn't like to give (and receive!) rewards for a job well done? Being able to reward and recognize your people while simultaneously driving profits is a very exciting. Your employees make you look good and rewards are the best way to show your appreciation.

Did you know that incentives are a $110 billion per year industry? And that's just in the USA. This is a far-reaching field that affects just about everyone. You've probably been a part of it and never realized it before. Every store that offers a discount card, each company that has a bonus for sales goals and any website that offers a gift for signing up are part of this wonderful industry. So, there is a lot of write about!

Now, you might be thinking that this blog is going to be one long sales pitch. That is not our goal at all! We have started this to keep you informed about the movers and shakers and fantastic innovations happening in the incentive industry. Hopefully, we will give you some great ideas and perspectives that can help you motivate your target audience.

Keep an eye out for posts and updates from our President and CEO, Managing Director and Senior Account Executives. And remember that we welcome your comments, questions and suggestions!

Thanks for reading!

Anjee Sorge
Director of Operations
Fire Light Group