Jeff Nollman
Jeff Nollman, CEM, National Sales Manager based in Chicago, Illinois has been with GES for the past 24 years. Jeff works with the International Dairy-Deli-Bakery Association and other clients.
When a Client is Lost Forever
May 3, 2014
It’s the nature of our business to win and lose clients. Losing a client to a competitor always hurts, but I know that I’ll get the chance to win them back. Losing a client to cancer is altogether different.
I recently lost a role-model and friend, Carol Christison. For the last 31 years, Carol was the brand leader, creative director, steward, and President of the International Dairy-Deli-Bakery Association, and I have had pleasure of knowing her for the past 11 years.
Our friendship was more than a client-vendor relationship, although I think she made everyone feel more important than what a stale label might infer. The mark of a true leader, she always seemed more interested in helping others succeed, she always listened attentively, guided everyone to find common ground, and was full of common sense.
I will truly miss Carol, and I’m somewhat comforted knowing that I will always carry with me her words of wisdom and the lessons I’ve learned from her.
Here are the three most important things I learned from our partnership:
1. Clearly Plan Projects - When you are pulled into a project with a client, it is crucial that you prepare a clear outline. Maybe they’ll provide a set of specifications, or perhaps be a little vague, but whatever the case, the sooner you establish an outline the sooner both of you can see how the work will unfold. You should have clear objectives and an end product that your client approves. Once you’ve established what needs to be produced, you can work out the fine print.
2. Communicate Openly and Effectively - Communication is essential in every part of our lives and especially in working partnerships. In today’s world of mass communication, there is a huge variety of ways to keep in contact with your clients, from email and social media, to text messages and snail mail. You should make yourself as available as possible for clients to get in contact, and reply promptly and politely to all inquiries. Regular updates on projects ensure smooth development and helps iron out any problems as soon as they arise. If you know your client is a text-er, use that method, if they prefer chats over coffee, go that route.
3. Share Your Knowledge - Generally, your clients come to you for a specific service or product, but you may have a variety of skills and knowledge beyond the work you are delivering. As you get to know your clients better you may discover other areas you can help with. Share your knowledge and apply your skills to a wider range of issues than your client expected. In sharing your wisdom, you go beyond being simply a vendor and become a teacher. By doing this, you will boost your client’s confidence, potentially leading to a wider scope of projects.
Carol Christison was a special lady who has left a lasting, positive impact on many. Her wisdom will forever be with me. If you feel so inclined, memorial contributions may be made to the UW-Madison’s Department of Obstetrics and Gynecology Research Fund, which supports research in gynecologic cancers.
Contributions to this fund significantly help advance cutting-edge research to find new ways to detect the cancer earlier, as well as improve the outcomes and quality of life for women and their families who face these cancers. You may mail donations to: UW Foundation Fund #12902096, Lock Box 78807, Milwaukee, WI 53278-0807.
Do you have a client who has been a role model to you? Share your experience by commenting below.
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
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