Monday Musings - Process & Communication

 "Let's face it, you are difficult to deal with."  This was actually said to me by a local supplier over the phone. This was after I emailed him, asking what was going on because his customer support people were not responding to us on quote requests. We were completely being ignored by them. Now you might say, well, if you are difficult to deal with, maybe they just don't want to do business with you. Thankfully I dug a little deeper, and bit my tongue until it was bloody, and what he was saying was that trade show exhibit providers are difficult to deal with. I can agree with that, (sort of).

Here is what I will tell you about Total Displays, and about our industry.

• Our industry is the most deadline driven industry I have ever seen
• Total Displays is NOT the reason we have to place rush orders
• Some exhibitors like to wait until the last minute to place their orders for displays, graphics, furniture etc. (more on that later)
• Mistakes can (and sometimes will) happen. We understand that and only ask that we all work together to make it right. 
• In a prior career, before joining this crazy industry, I was paid A LOT of money to help people with procedures and process. It is a passion of mine.
• The trade show industry as a whole is in recovery mode and needs some compassion and patience
• Every single person and every single business in our industry is experiencing longer lead times on products and services than have ever been seen in this industry.

Now, for the advice. Everyone is stressed. I know some of our suppliers are working 16 hour days to meet demand. I know other suppliers, that seem to go home at 5 o'clock, take vacations and don't seem to have a care in the world.  What is the best way to limit the stress when production and manufacturing facilities are overwhelmed with orders?

Some unsolicited high level advice. 

PROCESS.  You know the age old, work smarter not harder.

At least 3 times just this week, I have had suppliers complain about the way we are handling orders or doing business. My answer will always be,  then create a process/procedure for us to follow and we will follow it.

People have such a tendency when they get busy, or stressed to abandon procedures. The process is too hard, it is too labor intensive. Now, don't get me wrong. I have worked with many clients that had ridiculous and labor intensive processes that need to be streamlined. But I can guarantee you, no matter how ridiculous a process seems? If you don't follow it when you are busy it will create chaos and more work on the back side. 

Every time you cut a corner, you likely will  have to go all the way around the block at least once to make up for it.

COMMUNICATION.  Don't make clients chase you for updates and/or answers. If something comes up, if you think you are going to miss a deadline?  Be proactive in your communications.  Acknowledge emails. COMMUNICATE! On the flip side, sometimes no news is good news. Don't pester a supplier every day with the same timeline questions expecting a different answer than the one you got yesterday.

HIRE A PROCESS CONSULTANT

Everyone can gain insight from hiring an outside consultant. Honestly, they don't have to know your industry. Sometimes it is helpful if they don't. When you try to redo your own procedures? You are often too close to it to really be objective. The biggest question a good consultant can ask is why? Why do you need that piece of paper, why does that job have to stop in the process for that step, why do you have 10 people touch that order? So many more!

If you want to chat process or explore hiring a consultant to review yours and make improvement recommendations? Email: sales@totaldisplays.com or call 952-941-4511.

If you like what you read, please share it!

====================================================
Lori Hanken has been in sales and marketing for over 30 years. She is passionate about service and providing value to her vendors, prospects and clients. Lori is currently co-owner of Total Displays with her husband David. They help people look great at events, trade shows, in retail, museums and develop long partnerships with customers and suppliers. If you would like to learn more, email her at lori@totaldisplays.com. She is an open networker, connect with her on LinkedIn here.

Read other Total Displays Blog posts at http://totaldisplays.blogspot.com/ or check out our website at www.totaldisplays.com    

Tool Free Trade Shows & "Lies"

Say it isn't so Thursday.  

I'm not sure how long I will keep up this theme of 'Say it isn't so Thursday'. But, yes, right now, it seems like things are happening every day that make you shake your head.  So hold on and follow along if you are so inclined. 

If you know me, I can be known for being a bit blunt. There is no point in beating around the bush, so here we go.

General Contractors, Freeman's, Ges's etc have been known, occasionally, to "stretch the truth" (to their advantage.)

We had a client recently purchase a 10 x 20 lightbox exhibit from us. The system they purchased uses a tool free knob connection. 

Here is a short video of how that tool free connector works.  

Video

The client was setting up their own exhibit. While they were setting up, a general contractor union labor person (I have written about unions in the past) came by and told them, they needed to pay for their labor to set up their exhibit. They told them that if it required any kind of tool, they had to hire labor.

NOT TRUE! Exhibitors can set up their own exhibits.  

There can be some wonky (that is a technical term) rules and guidelines at various show locations. It is always good to read them and/or have a copy on hand while you are setting up. They absolutely sometimes try to take advantage of exhibitors. I am not a fan of reading the fine print, but in this case it is better to be armed with facts and knowledge if they try to bamboozle you into spending money with them.

Luckily our client was quick to show them that our lightbox went together with KNOBS - NO TOOLS - NOT EVEN AN ALLEN WRENCH. They sulked away looking to harass another exhibitor. Ok, that might be my interpretation, but how do you live with yourself if you are constantly trying to scam exhibitors by lying to them? 

Here are a couple of other recent "show requirements" our clients have been told.

1. You can't order furniture from someone else or bring in any other furniture.

2. You must rent an exhibit from us, not from anyone else.

3. You cannot bring in your own flooring.

Exhibitor rights matter. Trade show general contractors and unions and dare I say it, show producers/associations can be abusive at best. You can see my other LinkedIn post about trade show vacuuming.  

Say It Isn't So Thursday 

Working with a knowledgeable trade show exhibit company will help. They will help you navigate the treacherous waters of general contractors at your trade shows. If you want a gut check or to get some advice?  Call Total Displays at 952-941-4511 or email orders@totaldisplays.com and one of our project managers will be happy to chat with you and tell you the truth.

If you like what you read, please share it!

====================================================
Lori Hanken has been in sales and marketing for over 30 years. She is passionate about service and providing value to her vendors, prospects and clients. Lori is currently co-owner of Total Displays with her husband David. They help people look great at events, trade shows, in retail, museums and develop long partnerships with customers and suppliers. If you would like to learn more, email her at lori@totaldisplays.com. She is an open networker, connect with her on LinkedIn here.

Read other Total Displays Blog posts at http://totaldisplays.blogspot.com/ or check out our website at www.totaldisplays.com    

Monday Musings - Graphic Designers Are a Dime a Dozen

So you bought or are renting a new trade show exhibit. It is exciting the possibilities in front of you. When you are on the trade show floor you have one chance to capture someone's attention. The structure is just part of it. The bigger thing?  

Trade Show Graphics!

Let's talk graphic design.   What do you think of when you hear someone is a graphic designer? Do you think about logos? Web-sites? Flyers? Social Media? Here is what I think (I really should say know, but I don't want to sound arrogant). 

Graphic Design is TOO broad of a category.  Let's run a little scenario. You have a "marketing firm". That marketing firm helps you with campaigns, print campaigns, email campaigns, social media campaigns, maybe some logo design and other fun things like that.  Then you decide it is time to update your trade show exhibit.  Who do you turn to?  Your marketing agency?

Alternatively, it seems like many recent marketing graduates or unemployed graphic designer has created a home based business to offer graphic design services to companies. Be very careful hiring these people without vetting them first. I am all about entrepreneurship but your trade show graphics will have a HUGE impact on your success at a trade show. 

Let me tell you a little secret.  DESIGNING FOR TRADE SHOW DISPLAYS IS COMPLETELY DIFFERENT THAN ANYTHING ELSE!  We have seen trade show graphics that read like a marketing flyer.  We have seen backwall graphics that are so busy with lifestyle or action shots and color that your brain goes, 'WHHHOOOOOAAAA",  just looking at it.

You have 2.5 seconds to catch someone's eye at a trade show or event. Here are some high level things to consider. If you want to know more about how to effectively create trade show exhibit graphics email us at sales@totaldisplays.com.

1. People are NOT going to read all your copy;. Your trade show exhibit is not a marketing flyer. - Yes, I will say this multiple times.

2. Putting graphics behind a counter or a table?  The graphics are lost.

3. Trying to align images (depending on the system) across structural seams is VERY difficult for fabric graphics.

4. Putting messaging on the bottom of your display?  No one will see them.

5. Busy, busy, busy graphics with lots of images, color and text will be ignored (unless that is part of your brand).

6. Images from a website or print media do not generally enlarge well for trade show exhibits.

7. A jpeg of your logo may not enlarge well.  

We have had numerous interactions with "trade show exhibit graphic designers" over the years.  Based on the questions they ask, the designs they create, they do not specialize in trade show graphic design. It is a completely different animal from digital marketing, website or even print marketing.

If you are designing new graphics for a trade show exhibit, here are a couple of suggestions.

• Ask for references from your agency of choice for large format, trade show exhibit design clients.
• Check their website. A bullet item that says they do trade show booths or graphics, doesn't mean they excel at trade show graphics.
• Check their website or ask them for examples of  previous trade show work. 
• If most of their work is digital marketing, web design and social media marketing? Find another designer. Your bank account will thank you. Your patience will thank you.
• Make sure you have a library of your marketing assets, logo source files, high resolution images etc. 

Here are some simple, tried and true suggestions for trade show graphic design.

1. Trade show graphics are meant to be viewed from 6' or more away.
2. Don't use strange fonts of fancy fonts. Text should be readable from 6' away.
3. Put important messages or images, like your logo, up high for visibility.
4. Use white or empty space. Don't be afraid of white space.
5. Reference/use PMS colors to be sure to stay true to your brand.
6. Less is more.  Don't try to put an entire flyer on your trade show graphic.
7. If this is for a large exhibit, make sure your graphics have a plan and/or coherency, don't just place random product images on a wall because the wall is there. Have a plan. Be purposeful with your graphics.

If you need help with trade show graphic design? I recommend starting with your trade show exhibit company. A good partner should have resources or recommendations that they know have experience in large format, trade show exhibit design. 

Total Displays can help. Contact us a sales@totaldisplays.com or 952-941-4511 to set up a free design consultation call.

If you like what you read, please share it!

====================================================
Lori Hanken has been in sales and marketing for over 30 years. She is passionate about service and providing value to her vendors, prospects and clients. Lori is currently co-owner of Total Displays with her husband David. They help people look great at events, trade shows, in retail, museums and develop long partnerships with customers and suppliers. If you would like to learn more, email her at lori@totaldisplays.com. She is an open networker, connect with her on LinkedIn here.

Read other Total Displays Blog posts at http://totaldisplays.blogspot.com/ or check out our website at www.totaldisplays.com    

The Blame Game

 Ok, this is a little off topic for me, but something that I want to share. This morning a Facebook acquaintance posted this graphic.

I take major issue with this on so many levels.

1. Haven't we learned yet that labels and generalizations about people in that labeled group are not OK?

2. Boomers, those evil evil boomers that were raised to work hard for what they got. Yes I am one of those boomers.

3.  "tricked us"? Really they tricked you. Are you not capable of independent thought of making your own decisions? I guess I know different people. We raised our children to be independent and make their own decisions. We may not agree with those decisions but we respect them. 

4. I don't know any parents that are trying to trick their children to go to college, or demanding they go to college or putting a gun to their head telling them to go to college. 

5. We have become a society that is always looking for someone else to blame for EVERYTHING. 

The conversation went on. A little preamble though before the details of the conversation. Small business is what makes America great. There would not be an Amazon if there wasn't small business. What do you think they sell? Items from small businesses is a big part of it!

My reply to this post.

Amen! Although blaming boomers is a bit tacky. It is hard for small business to build staff at higher wages. Plus it costs a business a ton of money to bring on a new employee. And when that employee doesn’t work out? It is all lost and you have to start over. People don’t like to consider the risk that small business has to take on to hire recent college grads. Are there unscrupulous business owners that take advantage of people? Sure. But that isn’t always the case.

The reply?

 if you have 20k in student loans you probably didn't go to school to work at a small business. If you have that kind of debt the idea was you were supposed to get hired with a big company with full benefits. If you can only make $15 an hour after years of college and thousands in debt why bother you can make the same many places with no college at all.

Let's break that reply down just a bit. You have dreams of being a SVP at Google, or Amazon or Microsoft or some other behemoth company? Good for you. You have dreams of a starting job at $125k? Good for you. Those jobs are few and far between. 

Do you know how cutthroat big business is? Everyone is vying for the same promotion to step up one level. How many big businesses start college graduates off with a huge salary? Our daughter just went through this. She applied for all sorts of jobs. You know where she landed? In a field that has nothing to do with her degree, in a small business.  She interviewed with NASA, the government, big business and none of them offered her as much as the small business did. In this job she will learn a LOT of skills. That is the beauty of small business. 

When I was first out of college, I had a meaningless degree in music. I honestly wanted to go on to get a masters in music performance. I took a part time job in a small business as a receptionist. I had full benefits, lived at home and made decent money. I got a raise at least every year due to my work ethic.  I showed some aptitude in various areas, worked hard and worked my way up to different departments and positions in the company. Long story short, after a number of years, and some changes I became part owner of that business. (In case you were worried, yes I did move out and bought my first condo with money I had saved after a couple of years).

My Father owned a small business. After many years, he hired a young guy right out of high school to work in the warehouse. That man worked his way through the business, into sales then management and ultimately when my Father retired, he bought the business.

You want an entry level job at a big business - you can enter AP invoices all day. Fun! You can do social media marketing all day. Exciting! Or you can work for a small business, where you will actually know the owner of the company, where you get to experience a lot of different things in business and you can move up within the company IF you show you have a good work ethic and aptitude or interest in a different job. I know a lot of people that work in big business. You know what happens if they are good at their job? Their supervisor becomes threatened by the entry level employee and works hard to hold them back.  Ugg - ok enough of a rant on that one.

Her next reply?

the "blame" on the boomers is because the boomer parents have told their kids they "have" to go to college that's all we heard growing up is you 'have" to go to college

Well, I am sorry she had those parents, I guess. She is looking to blame them for making her go to college? I hope that is not the case. Parents should be teaching their children to be independent thinkers. I am a boomer. Our daughter wanted to go to school, our son didn't. I respect both of their decisions.  In generations past, college was something that not everyone could do or afford. Parents that didn't go to college had those dreams for their children. College was also a lot more affordable than it is now. 20k in debt is tiny compare to what the debt is for private college right now. 

The person that posted this? She and I are actually in agreement on most things. I am just tired of the blame game in so many places. It is always someone's fault, not mine. 

Take responsibility for your life. Make bold decisions. Try different things. Take risks. Stay home and build up a savings so you can go out on your own and afford to make some mistakes. Work hard. Play hard.  But don't blame others for your failures.

P.S.  Find a great small business in an industry you find interesting, with ethical owners, work hard and you may be surprised what happens.  Total Displays is a family owned and operated business under 100 employees (that may now be important to some) and we are always looking for good talent. We aren't so worried about experience as we are a good work ethic, values and that you are willing to work hard and fit our culture. Email sales@totaldisplays.com if you think you could be an asset to our company.

If you like what you read, please share it!

====================================================
Lori Hanken has been in sales and marketing for over 30 years. She is passionate about service and providing value to her vendors, prospects and clients. Lori is currently co-owner of Total Displays with her husband David. They help people look great at events, trade shows, in retail, museums and develop long partnerships with customers and suppliers. If you would like to learn more, email her at lori@totaldisplays.com. She is an open networker, connect with her on LinkedIn here.

Read other Total Displays Blog posts at http://totaldisplays.blogspot.com/ or check out our website at www.totaldisplays.com