Progress? What Does Recovery Look Like?

 I have always used the phrase, cautiously optimistic. I have always been a glass half full kind of girl. If you look hard enough, you can find good in almost any situation. It isn't always easy, but you can. 

I have noticed the shutdowns in our industry have changed me. I promise and am committed to the fact that it will not change me forever.  But I am painfully aware that I was changed by those events. The world was changed by those events. I ran into some people I knew last night, and we talked about the effects of the shutdowns on entire generations of young people. I don't want to dwell on those things, but realizing how I have changed is the first step to moving beyond it.

I am still slightly fearful in our business. Not in what we do, or what we deliver, but in the future. It is my current reality.

Our industry has rebounded beyond belief. There is so much encouraging news and activities surrounding trade shows.  For example, Shot Show, one of the largest shows of the year boasted record numbers of exhibitors and attendees this year.  You can read some stats here:  Shot Show Stats.

All over my LinkedIn Feed I see reports like this one showing a 69% increase from 2022 (which by the way was a great year for trade shows) to 2023.  Read more here:  69% Increase

Also, all over LinkedIn are trade show exhibit companies like Total Displays, all over the country that are looking for new staff in absolutely every type of position.  

Today, what got me, as I was sitting at my desk, is watching 4 cars drive into our parking lot to park out front and come into our office. We have an interview this morning for another position.  I so clearly remember the days where it was just David and me in the office, wondering, honestly, if we were going to make it. Watching those cars pull in, I teared up a little. There is always hope. 

I am thankful for the partners that stood by us, the customers and prospects that trust us with their business. We are very blessed.

When Your Prospect Says No

 Anyone that even remotely follows me knows that I am not a fan of the immediate pitch on LinkedIn.

Recently though, it has gotten worse. People that are requesting to connect with me are pitching me and then arguing with me.  I have had this happen more than once this week!

I know sometimes it is really frustrating to hear 'no' over and over again. Honestly, if you can't take 'no' gracefully, you may want to consider another career.

There are days when I am prospecting that I get the urge or sense that I want to be snippy with a prospect, it is time to move on to something different.  Do something, anything to distract and recenter your focus.  Clean up some data in CRM. Work on a new lead list. Do an expense report.  ANYTHING other than sending another email, message or making another phone call. Unless you want to write that prospect off forever.  Ok, there is a chance that they may not remember you being rude or short with them, but is it worth the risk?

Here was the conversation:

Monday, I received this.  I accepted her connection request.

Hi Lori! I see we share three mutual connections and wanted to reach out. Do you have 20-minutes to discuss how HR outsourcing can help your business? Our approach is different than most companies in this space. The renewal period is also near so wanted to share how we can offset cost long-term.

I have to give her credit; she actually did a little homework before sending me the connection request.  We were local to each other too. Tuesday, I replied.  As a salesperson, I appreciate when someone tells me that they are not a good prospect for me. I don't want to waste anyone's time.

We are a very small company and are all family.  We have no HR needs.

 She immediately responded:  

Lori, I appreciate your response. A lot of the small, family owned and operated businesses we work with find that our services actually give them the chance to enjoy family time outside of the work setting. Insperity may not be the best fit for everyone but, if you are looking to get back some time, I am happy to schedule a meeting to discuss with you how we are able to do this.

 I immediately responded.  Remember I already told her no. Here was my immediate response.

I appreciate your tenacity, but I can GUARANTEE we spend ZERO time on anything HR related.

You would think any normal human being would let it go, but no.

I'm glad I had the chance to connect with you today. If or when Total Displays decides to focus on exploring benefits and payroll, company compliance, and growth, I am more than happy to revisit this conversation with you. Enjoy your holiday weekend!

If that had been her first response, I would have said thank you and have a great day. Instead, I blocked her, and she lost any chance of ever earning my business.

I know I am demanding and expect too much of salespeople. But I am always learning from other's mistakes. I figure if it frustrates me, it may frustrate someone else too. 

If you make live phone calls, practice in the mirror. If you send messages have a polite response already typed up that you can copy and paste as a reply.

Try something along the lines of, "thank you for letting me know, if anything ever changes, please keep us in mind" or "Thank you so much for letting me know, I really appreciate your honesty, is it ok for me to send you my contact information so that you can keep it on file in case your situation changes?"

Both of these leave the door open. I have tricks and tips for how to stay in touch with them without frustrating them or losing them as a prospect all together.  Stay tuned for those at another time.

Does Your Trade Show Exhibit Represent Your Brand?

Last week I had the opportunity to walk a trade show. There were a number of things I noticed, and I had the opportunity to talk with a number of clients and prospects while at the show.

It is painfully clear to me that many people do not really care what kind of image their trade show exhibit presents. In a future post, I will share the stories of two exhibitors, right across the aisle from each other and their different experiences. I hope that maybe you glean some insight into how important your actual trade show exhibit/display is at a trade show.

Details matter people. The way your exhibit/booth looks represents your company, your brand, your staff and your product. Your brand is so much more than your logo and your color palette.

Here is a random list of what we saw. 

1. A large light box set up upside down. The one side upright had a HUGE hole and the cords ran down the side of the exhibit. If it were an inline, it might not have mattered but this was an island, right on the aisle for the world to see.
2. Dinged up, dirty, bent aluminum frames.
3. Dirty graphics.
4. More wrinkled graphics and table throws than I could even count. Come on people, it matters!
5. Retractable banner stands. Yup, still a ton of them. Mismatched banner stands. 10 x 30's done with retractable banner stands. I know they are easy, I know they are convenient, but not a great look for a company that is supposed to be an innovator.
6. Tube stands with pillow case graphics. These have become the new retractable banner stand. They are inexpensive, they are easy and EVERYONE HAS THEM NOW! One of the major points of a trade show is to stand out from your competitors and neighbors. When an item becomes that popular, they become invisible unless you are very strategic in how you do them.
7.  Internally/rear lit tube stands. This is just one girl's opinion, they don't work. The shadows from the tubes really are not a good look.

8.     This was actually my favorite. A vinyl banner hanging from the pipe & drape with a pop-up frame on the aisle (they were on an endcap) that had boards put on the cross pieces and had product displayed on the boards.  

 

9. Lightboxes. Oh my, lots of light boxes.  We love light boxes and sell or rent a lot of them. We saw very few good quality light boxes. Here are some of the things we saw.

·       Hot spots - light distribution was not even and you see bright spots of lights behind the graphics

·       Shadows of lighting transformers, frames and more

·       Actually seeing the light blanket behind the graphic.  Hundreds of circles of light visible through the graphic. I didn't even see their graphics; all I saw were all the white circles

·       Graphics installed incorrectly

The other thing to notice is booth staff behavior. We have talked about this before, but so so so so many people sitting in their chairs, heads down, on their phone, not even watching the people walk right by their booth.

 When you see a well done exhibit or a stunning booth, you know it and it feels like a breath of fresh air rather than a sinking feeling in the pit of your stomach. 

 I wish I could share photos, but I just didn't feel it was right to do that for those companies' sakes.

 Watch for next weeks post about a tale of two exhibitors right across the aisle from each other.

I'll say it again, details matter people. The way your exhibit/booth looks represents your company, your brand, your staff and your product. Your brand is so much more than your logo and your color palette.

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    

 

Doing Nothing is NOT a Strategy

Ugggh. Seriously. UGGGGHHHHH.  No I am not reverting to cave woman status I am so frustrated with people that are just doing NOTHING for trade shows or events. I talk to multiple people every day. Customers, prospects, suppliers and there is a recent theme with a few of the people.

Lori:  "What are your plans for the remainder of 2021? What shows are you planning on exhibiting at?"

Customer/Prospect: "None!" (said rather incredulously) "We may be walk a show but we aren't planning on exhibiting at any shows until 2022."

YIKES!

So let's look at some feedback we are getting from our customers and prospects.

Here are some things I have been told recently.

"I really wish we had exhibited."

"Attendance was down, but decent."

"The time we got to spend and the people that were there were much higher quality than normal."

"We didn't exhibit and our email and phone's were going crazy with people wondering if we were ok, were we still in business. They missed us!"

"We picked up some business from our competitors that did NOT exhibit. It was GREAT!"

Trade Show News Network reports that over 85% of exhibitors and attendees plan on being at live events.  How can you afford to not exhibit?  Live Events Are Back! Read Here.

Let me just tell you, NOT being at a show that you have exhibited at for years sends a message that you may not want.  Here are some suggestions if you really feel you shouldn't go to the show.

1.  GO.  Exhibit.  Period.  End of discussion.

2.  Get a smaller booth space and use a smaller exhibit.

3.  Don't have an exhibit?  Rent one, but EXHIBIT.

You may think this is a very self serving post. I promise you it is not. I don't care if you buy or rent an exhibit from me (well, I would love if you did, but that is really not my point). Don't be short sided and lose market, business and have people wonder about you. 

Trade show venues have been and are ready to host safe events!  Need help?  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    

Don't Call Me For 5-7 Years

 I had an interesting conversation this week with a prospect.  I have spoken with him many times and he was interested in some products and services that we were offering.

Total Displays is so much more than just trade show exhibits.  We have many clients that have existing exhibit properties but utilize us for combinations of  some of the following:

• Replacement Graphics For Any System
• Flooring
• Furniture Rentals or Purchase
• Storage and Trade Show Logistics
• Installation & Dismantle Services Nationwide
• Custom Retail or Interior fixtures
• Trade Show Accessories
• Trade Show & Office Safety Products

The prospect told me that he had a booth he bought a couple of years ago and that when I asked if I could follow up with him before his next show?  His response was, "really, you don't need to call me for 5-7 years."  

Let's think about that for just a minute.  A couple of questions came to mind for me as a business owner immediately.

1. So, you are telling me your business will not change or evolve at all in 5-7 years?
2. Are you saying that marketing and messaging only needs to be updated once every 7-10 years? (Remember he bought a new booth a couple years ago).
3. You will have no new products or services in the next 5-7 years?
4. You don't think there will be any wear and tear on your trade show exhibit in 7-10 years? 
   
   
   

Could it just have been a brush off from the prospect?  Yes, possibly.  But it made me think a lot about why people update or refresh their trade show exhibit.  Here are some statistics.

• Expected life time of a trade show exhibit is 3-5 years.
• Many of our clients rent exhibits and update their look every year!
• Do you track number of visitors? (You should be).  Most of our clients report that the number of visitors increase when they have updated or made a change to their trade show exhibit
• Do you want to be seen as a static company or a dynamic, growing, evolving company?  If you want to be static, use the same exhibit and graphics for 4+ years.  Trust me it will work.
  
  
  

Trade shows are a very unique opportunity for you to get your brand, products and sales staff in front of literally hundreds or even thousands of prospects in a very finite window of time.  Trade shows are expensive.  There are easy ways to update your look without breaking the bank or you can really wow them with a new look every couple of years.  If you aren't getting the leads you need or are going to the trade show just because you should be there.  Stop.  Don't waste your time or any one else's time.

Let Total Displays help you get the most out of your trade show program with strategic planning and review of your trade show program and your trade show exhibit assets.  We want nothing more than for you to be incredibly successful at your next trade show or event!  Call us at 952-941-4511 or email sales@totaldisplays.com

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    

Word Choices - Me, Mine vs. Ours, Yours

There is so much we could talk about as it relates to word choices.   I am a big proponent of conscious language.   I have sales courses for business development reps and managers on the use of conscious languaging in the workplace.   I also coach women and mothers on the use of conscious language for self care, but that is another subject.

Right now, I am focusing on interviewing and hiring people into your organization.   Recently I wrote about 'little red warning flags'.   You can read about it here:

https://totaldisplays.blogspot.com/2019/10/little-red-warning-flags.html

The concept, is watching, acknowledging and tracking the little red warning flags that come up during the interview process and with new hires.   Ignoring them can have disastrous consequences.

But, let's talk about word choices. 

Rudyard Kipling once said, "Words are, of course, the most powerful drug used by mankind.  Not only do words infect, egotize, narcotize, and paralyze, but they enter into and color the minutest cells of the brain . . ."

In this case, I want to speak about ego centric word choices.   When you are in sales, you want to be focusing on your client and/or your prospect, not on yourself. 

Word choices of me, mine vs. ours, yours.   A good sales/business development rep can certainly be arrogant.   It is a fine line between arrogance and disrespect.   As an employer you must learn to spot the difference, ideally, during the interview process.

Watch during the interview or after hiring for language choices.   Here are some examples:

'I would love for you to visit my showroom'.

'I will check with my team and get back to you'.

'I need you to get back to me with your...'

'I suggest you set aside a time to come to my showroom.'

All of these statements exude arrogance and entitlement.   They are not focused on the prospect nor do they show respect of the company or the company's team members. 

Even as the business owner, I would never use language like that.  I would typically say, 'I would love for you to come visit our showroom, or I would be happy, if more convenient, to come to your office to meet you and your team.'  Change the 'I suggest' (me centric) to 'You should'

Every one of his emails?   The subject line was, "'Joe Blow' at Total Displays".  Email subject lines should entice you to open and read an email.   Does anyone really think that subject line is going to make do that?   No wonder his sales numbers were so low.  That subject line could not be more "me" centered. 

Another language issue to be aware of, is an employee that regularly does not call another staff member by name.   We had a recent example, where an employee would regularly refer to me, the business owner, and his boss, as 'she', 'her', and the worst one?  'The wife'.   If an employee is unable to talk about another co-worker or boss by name.   That is a HUGE red flag indicating respect issues.  If you EVER hear things like this, run, run far, far away!


If you listen carefully and start to be aware of tone, word choices and so much more, you can perhaps head off employee issues early on.   My biggest advice is to listen for all the me-centric language and conversation during the interview.   Is everything about the candidate?   Are they always sharing stories that don't relate to you, your company or the position for which you are hiring?  

============================================================

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/

You can also check out our website at www.totaldisplays.com

Little Red Warning Flags

Do you know those things that happen during the day that make you go, hmmmmm?   Do they happen to everyone, or am I just special?   Don't answer that.     When you hire a new sales rep there is this honeymoon period.   You are in love with what that new sales rep can potentially do and they are in love with the potential of a new job.   Sales reps are famous at selling themselves to a potential new boss.   But when the rubber hits the road, can they deliver?

During the honeymoon, you might notice a couple of things.   You know, little red flags.   You notice them but you ignore them because, well you are on your honeymoon (of sorts).   Equate them to a marriage.   It might be like the spouse that puts the toilet paper on the roll wrong, or leaves the toothpaste cap off.   It isn't enough for you to get a divorce but you might take notice.

Here is what I want to tell you.   LISTEN TO THOSE LITTLE RED FLAGS.   Take note of them.   Actually even write a memo to the file and perhaps if they are severe enough, have the audacity to actually speak to your new hire about them.

Over my lifetime of hiring and firing sales reps, I have gotten better at listening and paying attention to those little red warning flags.   But it still hard.   I guess I believe in people.   I am a glass half full kind of girl.   I don't want to believe that these little warning flags could turn into great big red storm warning flags.   It seems though that unless you head those little warning flags off at the pass, they will inevitably turn into a much larger storm and problem.

CRM is your friend when it comes to a new sales hire.   Measuring performance and tracking metrics is incredibly important.  But what I will also tell you, is it is important to have those same metrics recorded for your best and top sales reps.   For example, if you generate potentials through a lot of cold calling, you need to track a couple of key metrics.

• Average number of calls per day (notice I did NOT say dials).  Watch for reps that artificially inflate their metrics by recording a new call for an immediate call back.  I actually had a rep that recorded in 5 minutes, 5 calls to the same prospect and logged them all as separate calls.  

• Number of potentials/opportunities recorded per week.

• This will give you an average # of calls to new potential ratio/percentage.   This is an important number so that you can back into the number of calls required per day/week in order to generate the number of potentials/opportunities you need to make your quota.

This also gives you a baseline metric/goal for your new reps.

When your average number of new potentials to # of calls placed is 10% and your new (supposed seasoned professional new rep) is only 3%.  This is a pretty big red flag. 

Good CRM usage and measurements will help you identify if your little red flags should be heeded sooner than later.

If you have made a bad sales hire?  Cut your losses quickly.  You can lose a LOT of money if you let it drag out too long.   Have those metrics ready, present them as expectations to the sales rep and you will find that they can't hide behind excuses.

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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/

You can also check out our website at www.totaldisplays.com

Lazy Salespeople - Rant For The Day

I have said it before and will say it again.   People are dying for customer service.   I know I am old fashioned.

Today this happened to me.

We are a small company.   5 seconds on LinkedIn will show that my husband and I own Total Displays.  Seriously 5 seconds.

I answered the phone this morning from an 800 number that had no caller ID.   I assumed it was a Robo call.   We all hate those right?   It was from the 2nd most hated thing, an auto dialer.

Here was the conversation:

Caller, "Hello, make I speak to the owner of Total Displays?"

me, "No."

Caller, "Is there a co-owner that I may speak with?"

me, "No."

Caller (with a VERY annoyed tone). "Oh, well okay then....."

The call lasted all of 21 seconds.   If she had spent 5 seconds researching a name to call she likely would have gotten to talk to one of the two owners.

DON'T BE LAZY. 

Perhaps showing that you actually are interested in the person you are trying to sell to you might be a bit more successful.

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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/

You can also check out our website at www.totaldisplays.com

Happy Anniversary!

13 years ago today, we sat in a conference room signing papers and checks!  Total Displays had been in business in the Twin Cities Metro area since 1984 and we were now the proud owners!

First and foremost, thank you to our many clients.  Many of you have been with us for all 13 years and we continue to add more and more great clients every month.  Without you, we wouldn't be who we are today.

Thank you also to current and former employees that have helped us continue to grow!

I feel like I am accepting an academy award.  13 years is a big deal.  10 years is a big deal.  In this economy and surviving the bottom falling  out back in 08/09 is a HUGE deal.    Last but not least thanks to our amazing manufacturing partners.  I would name them, but I know I would forget someone important.  Because they are ALL important.

Before Total Displays, David had been the general manager for a local retail store fixtures and decoratives provider.  That company serviced, Marshall Fields, Bath & Body Works, Bombay Company, Nieman Marcus, Macy's, Dillard's and many others.

We had been looking for a long time for a company to purchase.  We looked at a little bit of everything through our business broker.  An asphalt company, a placement company in healthcare, a wine and coffee bar to name a few.  One day our broker called and said, "I have the perfect company for you".

We met with the current owner, and it was a match made in heaven.  There was a lot of crossover in vendors for graphics, structures and many other things.

David ran the business, while I was part owner of an enterprise software company.  I helped out with sales, marketing, crm and process on the side. Since the beginning one of our manufacturing partners kept asking, when is Lori going to join the business?  Every time we saw him he would ask.   I joined David full time in 2010.

We are blessed to be able to work together and provide great product and services to our clients for these past 13 years.  As a boutique trade show exhibit company we offer many different and unique product lines.  Products to fit every customer and every budget.  We have custom exhibit clients and we have pop-up exhibit clients.  

The beauty of a company like ours is we have all the same custom exhibit capabilities that the custom houses do without all the overhead and without all the extra account management fees etc that go with many of those companies.

Some changes that we have made since purchasing the company:

Small Dark Showroom =======>  Large, Light Showroom

Tiny Warehouse ============> Large Warehouse Storing Multiple Island Exhibits for Clients

Limited Services ========> Transportation, Installation & Dismantle, Show Management Services

Very Limited Rentals============> Significant Rental Properties, Inlines, Islands

No Furniture or Flooring  ======>  A Wide Variety of Furniture & Flooring for Purchase or Rental

No Technology =========>  Touch Screens, Content Management, LED Screen Purchase & Rental

No Training Services =========>  A Full Line of Training Classes for Client's Staff

No Consulting Services ===========>  Unique Consulting Services Options*

Total Displays is a full service company with something for everyone.  As a boutique exhibit house that is family owned and operated, your service levels are unsurpassed.  Even if you are working with any of our reps, we touch every client and have a stake in every relationship.  Relationships are what make us a great company.

We had a competitor call us a "pieces and parts" company a few years ago.  He dismissed us as someone he really didn't have to worry about.  We won that deal for 2 10 x 20's.  We had a local custom house stop by one of our large clients last week during a show to try to solicit their business.  They called us immediately to tell us.  We were up against a large local competitor on a 20 x 30 island.  They dismissed us.  We won that business.    We store a lot of exhibits from other local exhibit houses in our facility.  Why?  Our service.

We are proud to have been servicing the US market for 13 years.   Look for more great things from us moving forward.

If you want to learn more about Total Displays you can call David or Lori at 952-941-4511 or email us at sales@totaldisplays.com

*Watch for a new blog post soon on our consulting services.

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/

#Did You Know - Corporate Interiors/Retail/Museums

We were visiting last week with a long time customer.  It was a courtesy visit just to say hello.  I truly believe those visits are really important.  We care for our customers and plan on having a relationship with them and their company for many years.  Customer care visits are to make sure we are providing quality service and product to our client.


As the conversation progressed, we spoke about some of the trends that we are seeing.

We also discussed some of the newer products and services that we offer.

Guess what?  Our customers do not have ESP.  If we don't tell them what else we can do for them, they will get it somewhere else.

She spoke of a number of fairly recent projects where she really struggled to find a partner to assist her.  We could have helped her.

So here is this weeks, #DIDYOUKNOW

There is a very fine line between custom trade show exhibits and retail fixtures.  With our partners we can build any kind of fixture that you may need.



Along those same lines are corporate interiors.  This is a very wide range of potential projects.  As much as I hate bullet lists, here you go.

• Wall graphics/wall paper
• Framed wall lightboxes
• Reception Counters
• Information Kiosks
• Lobby Signage
• Donor Walls
• Museum Kiosks/Exhibits
• Job/Application kiosks
• Comment Card Boxes
• Prize Wheels
• Acrylic Display Cases

That is just a few items that we have done for clients in the past.  We love a challenge.  The creative side of this business is what gets us up in the morning and makes the industry exciting.  I tell people all the time, we are not an exhibit house that has a stock of kits.  Almost everything we do is custom in some way.  You want your office, exhibit, or your kiosk to be unique to you and your brand, not something that looks like what everyone else has.  That is one of our strengths.  

Your brand should permeate everything you do, from your office lobby to your trade show exhibit.  Having one partner that understands the importance of that, will help you achieve that continuity.

The bottom line, if you have a special project, call us.  If we can't help you, we will try to point you to the right resource.


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/

#Did You Know? - Exhibit And Materials Storage

As a full service trade show exhibit house we offer everything and anything that relates to trade shows, exhibits and events.  That can be overwhelming for a prospect.  I can send an email out to a prospect with a bullet list of things we can do for them.  That is pretty ineffectual.   First, they are not going to read the list.  Second, even if they read it they won't remember anything beyond the one or two things they might be considering at that time.

Island Exhibit Ready to Head to Advance Warehouse

So, we are going to be starting a once a week, DID YOU KNOW post.

So often when a prospect or even a customer comes into our showroom we often hear, "I didn't know you did that!"

Shame on us.  So stay tuned, and follow our blog to learn all the things Total Displays can do for you.  Our goal is to make you look great and take some of the pressure out of exhibiting!

STORAGE

We have a large warehouse and offer storage of exhibits, booths, materials etc here in our location.  We have customers from all over the country and world that use this service.

Storage can be so much more than just physically keeping your properties here.

How often have you gotten to a trade show and found that you were missing things, or that the last person to use the display didn't pack it correctly or that the table throw is covered with mold because it was packed up wet.  Or, the worst... your exhibit is broken.

Let's talk about getting ready for a trade show.  You have booked a space.  Now is when the fun starts.  Here is an example of the steps someone may have for a trade show.

• Figure out the advance warehouse dates and determine when you need to ship it to get it there on time.
• Fill out all the paperwork
• Order electrical
• Order furniture
• Order lead retrieval
• Order flooring
• Pull out the exhibit, make sure you have all the pieces and parts you need.  You don't want any surprises during setup!
• Check the graphics, iron the table throws, steam out any wrinkles.
• Do I need to order anything new?
• Pull together your supplies box
• What are the giveaways and do you have enough
• What literature are you bringing
• What product are you bringing
• Pack everything up
• Put it on a pallet an shrink wrap it all
• Set up the shipping

Of course these steps vary slightly for everyone depending on your exhibit size and the type of shows you do.

Here comes the DID YOU KNOW?

We handle all that for many of our customers.  Storage is not just about physically having your exhibit here, it is about so much more.  We once had a prospect with a heavy show schedule get very excited when they learned, we could manage all those smaller inline shows for them for an hourly rate.  

Our services are a la carte so you pick and choose what you want us to for you!  

Be aware.  There are companies out there that are giving away storage.  TRUST ME - THEY ARE GETTING THEIR MONEY FROM YOU SOMEWHERE!

In quoting exhibit storage for one of our new storage clients there was a HUGE variation in storage quotes they received.  They received 3 quotes.  

1. 2,000/year
2. 5,000/year
3. 11,000/year

Why the variation?  Some people offer this as a service, some as a revenue center.  Others almost give it away and make it up by over inflating prices somewhere else.  Watch for hidden charges like account manager fees and other fees that pad charges in other areas.  

With Total Displays you always get 100% transparency.  We will explain any charges or line items on any invoice.  We will show you when and where you can save money.  We provide you with white glove service so that your exhibit experience is as painless as it can possibly be.

Call Total Displays to ask for your free storage quote and analysis.  We will also review bills with you from current providers to be sure you are getting the best value.

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/

I Call 'BS' - Epic Telemarketing Fail

I received an interesting telemarketing call today.  The young man on the phone (I assume he was young and inexperienced, you'll learn why later) proceeded to tell me that a client of ours suggested that he call me.  Here was the conversation;

Young Man:  "Could I speak to someone in marketing?"

Me:  "I guess that would be me."

Young Man:  "A mutual client suggested that I call you.  They purchased an outdoor flag from you and said the flag was great but that your website was a little 'rough'."


Me:  "Hmm, I guess I need to know which client said our website was 'rough'."

Young Man:  "I am not here to share any names."

Me:  "Oh, I see."

Young Man:  "We do website work, would you be interested in exploring an update to your website?  I did take a look at your website and honestly, no offense intended, it is a little dated. Do you do any selling of product online?"

Me:  "Well, thank you for your opinion.  We do not sell online, that is not our business model.  We are not interested in making any changes.  We have a partner that provides the content, keeps prices and product information updated and it works quite well for us thank you."

Young Man:  "What is the name of the company that does your website?"

Me: What I should have said, "I am not here to share any names."   I simply said, "It is not a local company".


The long and the short of it?  I call B.S.  There was no customer that gave him our name.   If they had, he would have known someone's name here.  We are on LinkedIn.  I have an open profile.  It would have taken him all of 10 seconds to look up a contact name.  My title on LinkedIn is VP of Sales & Marketing.    We don't sell very many outdoor flags.  Yes we have them, it is just not a market we have seriously pursued.



Also not a great idea to lie to a prospect, or to totally trash some portion of their business.

I hope he finds a new cold calling tactic, because I don't think this one will work well for him.   Remember people buy from people they like and people they TRUST.


P.S.  Do you want to buy any outdoor flags?  We have great flags and I promise I will do a great job selling it to you.



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/

Ho Hum, Am I Boring You?

If you have read any of my posts about customer service you know that I am fairly conservative and some would say old fashioned.  I don't know how that is since I am still only 35.  I spend a lot of time on the phone.  This advice will be very short and sweet.

SMILE BEFORE YOU ANSWER THE PHONE!

You absolutely can hear a smile and more importantly you can hear a frown!  It is very depressing to hear the ho, hum, answer of a receptionist answering the phone.  You may have read my rant about auto-attendants.  You can read it here I Yell At Phones.  If the person answering your phone is going to sound like their dog just died, (I hope that is not the case) don't have anyone answer your phone.  Please get someone with a pleasant voice to record a simple auto-attendant message.  Yup, I said it.  Use an auto-attendant.

The person answering your phone is a first impression of your company. It may seem trivial, but it sets the tone for the interaction.  People buy from people they like.  Read more about that here:  People Buy From People They Like

In case you think I am just a curmudgeon, here is another article on this very subject.  

http://www.forconstructionpros.com/article/10117510/the-importance-of-first-impressions-in-customer-service

Short rant for today.  Aren't you lucky?

If you like what you see, 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/

How Do You Talk About Your Competitors?

IF YOU CAN'T SAY ANYTHING NICE, DON'T SAY ANYTHING AT ALL

Did our Mother ever say that to you?  I heard it a lot.  I think it is a generational thing.  I don't seem to hear it as frequently anymore.  Even Thumper was wise enough to understand this.

Often while talking with customers and prospects we are told what our competitors say about us.  Do you realize that when you talk smack about another company it only reflects poorly on you?

Yesterday I was travelling back from a trade show in Las Vegas.   Las Vegas, of course, is a trade show mecca.  There were at least 3 shows going on in the conference center we were at and many others going on around the city at other venues.

As I was on the train to get to our gate, I noticed 3 people from a local company that were at a show.  We had customers at that show so I asked them how the show went?  I really was just curious about the show itself and looking for some feedback.  We started chatting a bit and of course they asked what I did for a living.   I told them we were a local (to them) trade show exhibit house and that we sold trade show booths, flooring and other related items.

The owner asked where our offices were and said, "Ok, give us your pitch, why should we buy from you?"  My first answer to that question is always very simple, "You get me".  Now before you think that is an incredibly conceited answer, I always expound on that to explain.  We are a small business, the owners are engaged in every aspect of the business and that we are a very high service business.  It always gets a laugh and builds some immediate rapport.

Of course, being the die hard sales person, I then had to ask, "What do you have for a trade show exhibit?".  They had just purchased one from a local competitor.  I explained that I knew that competitor well, that they were good people and in good hands with them.  I simply explained the difference between our two organizations and told them I was sure they would be very happy with their product.  They were thankful to hear that the partner they had chosen was a good company.


We chatted a bit further about non business things.  As we walked to our gate the owner started saying that they may need another booth for the times when shows were doubled up and he asked for my card.   We got to the gate, they were going to get a bite to eat and invited me to join them.

Don't forget that if you speak negatively of a competitor, the only reputation and brand that it hurts is your own and your company's.

We will see.  Do you think they will buy from us?  I do.

Be Genuine, Be Kind, Be Honest.

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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/