Kelly Vickers, Manager at Conference Cambridge, on delivering a bespoke service.
If you know what someone wants, it’s easier to make them happy, right?
But sometimes what they want isn’t what they need. Confusing isn’t it?
aim is to deliver a bespoke service to all our clients – from Great
Aunt Doris wanting to celebrate her 50th wedding anniversary with her
family to a large international association event with an eminent
To be good at this, we have to get to know our clients.
We ask them what they want and then look at what they need. We also
find out more about them which makes it easier to please them in the
When you have limited resources but need to make maximum
impact, success can come from the very small actions, personalising
every communication, being very ‘niche’ and simply going that extra
Helping clients choose a venue for a meeting or a
conference goes way beyond simply dealing with the accommodation and
facilities required. Today, it’s all about service and a bespoke
Here are a couple of examples that have worked for us:
ask how people would like to receive their proposals and their
timescales – simple you may think but we try never to assume what a
client’s preferences might be.
And we can add value. Being in
Cambridge means we are blessed with expert speakers in nearly every
subject imaginable so an introduction at an association event can
provide an inspirational start.
Our Agents’ Promise and Code of
Conduct are two new initiatives that we have developed to give agents
assurance that we are working to industry standards.
also our Ambassador Programme which offers a flexible package of support
to academics who would like to make a bid to their association to bring
a conference to Cambridge – the programme covers everything from
providing sample budgets to ideas for social programmes.
after many different clients – and many different requirements – and we
must continue to ensure that we provide the right levels of support and
service to each and every one.
Any comments? Email firstname.lastname@example.org