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SESSION TITLE: “Five Star Evaluations”
PRESENTATION TIME: 60 Minutes
SESSION DESCRIPTION: Are we doing all that we can to prevent some of the most common
complaints in the meetings and hospitality industry?
As meeting professionals, we know we cannot please everyone every time, but there are proven
techniques to minimize some of the most common complaints in our industry. Both beginning
and veteran planners and suppliers will benefit from the sharing of proactive strategies that
minimize the number of complaints received and improve your meeting evaluations
(attendee/guest experience). Participants will leave with many simple, yet powerful strategies to
use while planning their next event.
SESSION OBJECTIVES: After attending this session, participants will be able to:
1.) Identify some of most common complaints attendees express when completing an
evaluation.
2.) Implement strategies and techniques to prevent and minimize common complaints in the
meetings industry.
3.) Use meeting evaluations to learn from mistakes and improve future meetings.
INTENDED AUDIENCE: Meeting and Event Professionals including Industry Suppliers
PREFERRED SEATING STYLE: Rounds of 8-10
A/V NEEDS: This session is intended to be very interactive so a minimal amount of AV is
required. A wireless microphone may be needed for the session facilitator/speaker, depending
on the size of the room and number of participants. One flip chart with markers is needed for
each table of participants to facilitate and encourage topic discussion.
HANDOUTS/RESOURCES: No handouts are required for this presentation. Facilitator may
provide a sample of a good meeting evaluation. A PowerPoint presentation could easily be
adapted and used as a supplemental visual aid. Helpful websites to share with audience include:
www.surveymonkey.com
www.conventionindustry.org/CMP/CMPIS
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PRESENTATION OUTLINE
INTRODUCTION:
Whether you work as a planner or supplier in the meetings and events industry, one thing I think
we all have to deal with at some time are…..complaints!
When you have large groups of people, one thing is for sure….You will never please every
person every time! 5% of attendees who will complain no matter what! Don’t worry about
them! (The larger the group, the higher the probability there will be complaints)
Today, we’re going to discuss the complaints we hear most often in our industry and then we’re
going to brainstorm possible solutions so may prevent those typical complaints.
BODY:
Meeting Goals & Objectives (first step)
What is the first step when planning a meeting? Defining goals and objectives!
Complaints about common issues can take away from meeting your stated goals and objectives.
Meeting Evaluation (last step)
People familiar with continuous improvement principles know that the last step in any activity
should be an evaluation of performance. Meetings are no different. We need to learn from our
mistakes and don’t make the same mistake twice. We need to capture the opinions and apply
lessons learned to future meetings.
Evaluation – Definition
A systematic process to determine the value of an activity. What are you trying to learn during
an evaluation? Some of the basic questions the evaluation should address:
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Was the meeting well planned?
Did we achieve the planned objectives?
Were the right people involved in the meeting?
Evaluation Tools
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5 point Likert scale. Strongly disagree, Disagree, Neutral, Agree, Strongly agree.
Survey Monkey – Easy to use web based survey tool. Free up to 10 questions, 100
respondents. Monthly premiums for more advanced features. What are other survey
tools? Does anyone still use paper evaluations?
Google docs
Informal comments overheard or mentioned ruing the event.
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Round Table Discussion/Brainstorming Activity:
This activity requires designating one person per table to serve as a scribe and one person per
table to report out to full group. Ideally, it is good to appoint one person at each table to
facilitate the discussion to get as much participation as possible – possibly assign a board
member to each table to serve in that role.
Each table will address the following questions:
1.) What are some of the most common complaints attendees express when completing an
evaluation? (allow 10 minutes for discussion and list creation plus 5 minutes to report
out)
2.) What are some proactive steps we can take to prevent or minimize these common
complaints? (allow 15 minutes for brainstorming strategies and sharing best practices
plus 5 minutes to report out)
COMMON COMPLAINTS: Participants should identify common complaints, however, here
are a few ideas/conversation starters if group needs a kick-start.
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Parking (cost of parking, in/out privileges, method of payment, proximity to main
entrance to building, availability, safety for visitors and vehicles?)
Location of Meeting Site
Competing Events in Same Facility
Slow Service
Room Temperature
Clean Restrooms
POSSIBLE SOLUTIONS: Again, the idea is for participants to discuss and come up with
potential solutions and measures to prevent complaints. A few ideas/conversation starters
include:
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Location - Know your audience and select your venue accordingly. Try to evaluate a
venue through the perspective of attendees/guests.
Parking - Include parking evaluation on site visit – note related issues. Communicate
parking information and maps in meeting announcements and advance communications.
Competition - Ask venue coordinator what other events are occurring at the same time?
Is there a way to separate the events? Good question to ask during site visit.
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Slow Service - Understand the service standards of the facility? How many
servers/table? 1:2 ideal
Room Temperature - Recommended Dress Code: As meeting rooms always seem to be
“too hot” or “too cold” and personal comfort levels vary widely, we suggest bringing a
jacket or sweater. Digital thermostats help. Set 2-3 degrees cooler than desired
temperature. Begin to cool room at least one hour in advance. Learn how to adjust
temperature. Don’t react to 1 or 2 complaints.
Clean Restrooms – Prevention is key. Give janitorial staff the meeting agenda so they
can service the restrooms before breaks.
MORE PREVENTION STRATEGIES:
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Recruit volunteers to assist on-site with frequent questions, directions etc. Don’t go it
alone!
Partner with facility staff to find good solutions to issues in advance. Communication is
key!
CONCLUSION:
Remember, that complaints are a fact of life and will always be part of the process. We cannot
eliminate all complaints but there are a lot of strategies we can use to prevent and minimize the
complaints. It’s important to listen to the feedback of attendees, view complaints as
opportunities for improvement (OFI), identify reason for success/failure and take action so you
may improve your meetings or events in the future!
REVIEW PRESENTATION OBJECTIVES:
So….let’s review today’s session objectives….
Did we learn how to:
1.) Identify some of most common complaints attendees express when completing an
evaluation.
2.) Implement strategies and techniques to prevent and minimize common complaints in the
meetings industry.
3.) Use meeting evaluations to learn from mistakes and improve future meetings.
QUESTIONS AND ANSWERS: Be sure to allow sufficient time for questions and answers!
(Allow at least 5 minutes at end of presentation for Q & A)
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PRESENTATION INFORMATION: This presentation was originally developed by Shari
Goad, CMP for the Wild West Chapter of SGMP to be presented October 10, 2013 during
monthly chapter meeting. Shari may be reached at 405.743.5116 or sgoad@okcareertech.org