How to Tell When Your Event Tech Partner Can’t Handle Your Business Anymore
August 16, 2015
There are lots of reasons why event-technology companies fall by the wayside in the customer service department. Sometimes, they grow too fast and take on more clients than they can handle. Other times, they change strategies and your type of business is no longer a priority. No matter what the reason is, great customer service is the ultimate differentiator among competing companies. Here’s how to tell when your solution provider has moved on without you.
Unanswered phone calls. If you’ve left multiple voice mail messages or your emails never receive a response, either your customer service representative is no longer with the company (although a message to that effect would be nice) or you need to find another company.
All talk. No action. We’ve all heard companies promise that a certain feature or functionality - one that you really need right now - will be in the next version of the software. After a while, when versions come and go and there’s still no fix for your problem, you may have to rethink your relationship.
Slow technical support. When you take the time to contact tech support with a very specific question and it takes days to get a response, either the support team is overworked or the company is understaffed. It’s reasonable to expect some response within 24 hours of your request. Beyond that, you may have to take your business somewhere else.
Nobody to talk to. Every relationship starts out great. You get a project manager and maybe even a whole team to get your organization on board. But then, your point person goes away - on to another position or a new client - and you’re suddenly left with whomever is on the other end of the helpline. If that’s a slight you can’t handle, look for something better.
They never call you. Your technology partner was attentive when you were dating. Now that you’re a customer, they never call to see how you’re doing, find out whether you need anything, or tell you about a new feature. If the communication with your solution provider is only one way, you may have to go the other way.
When any one of the above situations occurs over an over, it’s frustrating. When there’s a pattern of customer neglect, it’s a sign that there’s a systemic problem within your provider’s organization. Of course, you can communication your dissatisfaction with someone at a senior level, maybe even give your tech partner a chance to make amends. If that doesn’t work though, you may be doing yourself and your company a favor by giving your solution provider the pink slip.
Partner Voices
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
Add new comment