April 2004 Article                      

Keys to Productive Meet & Greet Programs
A guest column by John Cushnie- Convention Sales Manager, Absolutely Atlanta

As the saying goes, you never get a second chance to make a good “first” impression. Likewise, this holds true for “last” impressions. As meeting planners, we must not only make a good impression, but also a memorable one from the time attendees arrive until they depart. How do we do it? Meet-and-greet services are the perfect solution. 

Whether it is a convention for thousands or a sales meeting of hundreds, attendees will arrive by plane, train or automobile. Regardless of mode of transportation, a warm welcome and assistance to the next destination are key to setting the tone for your entire event. 

Destination management companies (DMC), like Absolutely Atlanta, are experts at meet-and-greet services. They assist meeting planners and take the burden of transportation off the minds of attendees. 

What is Meet-And-Greet?

Meet-and-greet services are more than just a taxi service. It is the "welcome wagon" for your meeting or convention. When done right, meet-and-greet does much more than provide a helpful service. It can set the tone for your entire event — a simple gesture that will be remembered long after your event is over. 

In its simplest form, meet-and-greet services move your group from point A to B throughout the course of your entire conference or meeting. Typically, this involves picking up your attendees at the airport and bringing them to the facility for the meeting or to their hotels for check-in. After a long flight, a greeter can put a smile on a wearied traveler’s face. 

Meet-and-greet services typically incorporate a “terminal welcome.” When guests arrive in a new city, they are anxious and unsure of how to get to their hotel or the next destination. Ease their travel-weary minds by having uniformed DMC employees in the terminal with welcome signs. This sets a warm, welcoming tone with guests from the moment they step off the plane. Depending on budget and clientele, greeters can provide a number of additional services that go above and beyond traditional meet-and-greet. These include:

• Luggage assistance – Direct guests to the baggage claim area of the airport and assist them with getting their luggage onto the awaiting hotel transportation. DMCs can also track down lost luggage and deliver it to the guest’s hotel room.
  
  
• Beverage and snacks – You can be sure that many of your guests will walk off the plane hungry and thirsty. Surprise them with refreshments! Supply each greeter with a portable cooler of drinks and snacks that can be offered to guests while they wait for their baggage.
  
  
• “Welcome to the City” package – Orient your guests to a new city with a welcome packet. This could contain conference itineraries as well as general information about the city’s exciting sites and attractions. 

Tailored to Fit Your Audience

Make an even better impression on your client by tailoring your meet-and-greet services to your audience or the specific event. Consider these questions: 

• Who are you transporting? Exceed the expectations of VIPs, event guests and keynote speakers by arranging “important” transportation. Once again, this extra effort goes a long way.
  
  
• For example, instead of arranging a shuttle transfer service for VIPs, pick them up in a limo — this will speak volumes about your company’s image and willingness to go the extra mile.
  
  
• Are you transporting individuals or groups? Once again, the size of your audience greatly influences the mode of transportation. Carefully evaluate the group’s size to best determine which type — whether limos, shuttles or full-size buses — will best meet their needs.
  
  
• What is your budget? Budget restrictions don’t have to limit the “wow” factor of your meet-and-greet service. Consider integrating at least one high-impact option to your plan such as a horse-drawn carriage between the hotel and event site, or perhaps a rickshaw-ride to baggage claim. 

A Lasting Impression and Immediate Impact 

Meet-and-greet services will leave a lasting impression on your guests, but there are several short-term benefits as well that can contribute to the success of your meeting:

• Attendees arrive on time. Special guests and attendees will be where you need them, when you need them, because you arranged to get them there.
  
  
• Transportation costs controlled. Employee transportation costs are pre-arranged with the DMC and, therefore, are controlled internally. Furthermore, employee expense paperwork is minimized.
  
  
• Attendance increases. With transportation hassles eliminated for guests, barriers to attend are minimized. 
  
  
• Save time and worries. Time is no longer wasted lost in an airport or bus terminal searching for luggage. DMCs are responsible for locating and delivering lost luggage.

Tips for Flawless Execution

Destination management companies provide a vital service. When DMCs and meeting planners work hand-in-hand, flawless execution is inevitable. Here are a couple of tips to keep in mind that will ensure your meet-and-greet services run smoothly:

• Provide the DMC with the client/attendee manifests in chronological order by arrival times and in an electronic format (i.e. Microsoft Excel spreadsheet). This minimizes the possibility of errors. Support chronology listing with an alphabetical client listing.
  
  
• Forward client manifests early, even if they are not finalized. However, be sure to update your DMC on a regular basis, dating each version to avoid confusion.
  
  
• Inform the meet-and-greet service provider of any "problem children" or special client requests — the sooner the better.
  
  
• Establish an emergency or “after hours” phone number.
  
  
• Budget for an onsite "standby" vehicle to accommodate flight changes/cancellations.

Once your event is over, your meet and greet program has one more assignment: be sure to deliver your guests back to the airport in a style in keeping with their arrival. 

As you can see, there are many ways to make a lasting impression on your event guests and VIPs throughout every part of your conference or meeting. But remember, what you choose to do at the first moment of contact can greatly influence a guest’s impression of your entire event. 

John G. Cushnie is the sales manager for Absolutely Atlanta and can be reached at (770)955-6656 or john.cushnie@absolutely-atlanta.com