October 2007

If you have trouble viewing this email, click here to view on the web.

191 Clarksville Road
Princeton Junction, NJ 08550

ACOM’s 20th Annual Conference
Pointing Services
in the Right Direction

Westin Seattle
January 11-13, 2008


Join us as we celebrate 20 years of ACOM at the Annual Conference in Seattle, Washington. This event will be full of educational sessions, exceptional excursions and outstanding networking opportunities. You can mix and mingle among your fellow CSMs and discuss the hottest topics and trends in the industry.

You also don’t want to miss the Red Hot Anniversary Gala being held at the world famous Space Needle. You will have the chance to look back over the last 20 years of ACOM and get Energized for the next 20 years!

To register or for full program details, please visit the ACOM website. The early discounted rate deadline is November 16, 2007.

A special thank you to the Annual Conference Sponsors:

Don’t miss the opportunity to have your name listed above. Please check out all of the sponsorship opportunities available. If you have any questions or are interested in sponsoring ACOM, please contact ACOM Headquarters.

Upcoming Idea Networks

When: November 15
Time: 1:00 PM EST
Topic: Meeting Planner Perspective…your questions answered from planning for trade shows to site inspections.

To register, please visit the ACOM website.

Norman Ford, President
Julie Pingston, CMP, Continuing Education
Michelle Yeager, Membership
Bob Desautels, Marketing / PR
Felicia Watson-Davis, Annual Conference
Lynn McCullough, Executive Director
Diane Galante, Association Coordinator


Philipa Blair, Baton Rouge CVB

To submit material for At A Glance, email AtAGlance@acomonline.org.

Extra…Extra Read All About It!

ACOM’s New Site
ACOM would like to announce the new look of its website. If you haven’t had a chance to take a look at the new sleek design and navigation now is the time. Log onto www.acomonline.org and peruse through. Send Headquarters your comments and thoughts on the website. ACOM strives to give you, the member, valuable tools to work with.

Have You Heard...Red is the New Black!
Dress for our Red Hot Anniversary Gala in Seattle is black-tie optional (cocktail attire for women)...and we want to see your RED! Whether it is a scarf, blouse, shoes or a tie - show your support for ACOM and don a little bit of this hot, energetic color on this fun celebratory night.

ACOM will serve another year on the Editorial Board for Hotel Executive
Hotel Executive magazine has asked ACOM to sign on for another year on their editorial board! Members of the ACOM Marketing and Communications Committee came up with the following four article topics, scheduled to run between April and October 2008:

  • Thinking Green and Doing Green: What You Can Do to Put Green Practices into Action
  • The Five Most Important Steps in Preparing for a Major Citywide Event
  • Overview: The Impact of Increased Education in the Meetings Industry
  • Crisis Management: Are We Safer Today?

CIC Announces July 2007
CMP Class
The Convention Industry Council (CIC) is pleased to announce that 427 individuals have passed the July 28, 2007 CMP examination, making them the newest class of Certified Meeting Professionals (CMPs). This prestigious credential, recognized throughout the meetings, conventions, and exhibitions industry, demonstrates an individual’s comprehensive knowledge of meeting management. Currently 12,549 meeting professionals in 35 countries and territories across the globe have earned the CMP designation.

View the full press release as well as the names of those who have now earned the CMP designation.

Congratulations go out to Larry Wilson who has just been selected to serve as one of the board members of the Charlottesville Albermarle Convention & Visitors Bureau. Larry Wilson currently serves as the General Manager of the John Paul Jones Arena at the University of Virginia and ACOM Past President.

Corinne Pass has returned to the New Orleans CVB as Director of Membership. Corinne is a past board member of ACOM. We wish you the best in your new position!

ACOM would like to also congratulate and wish the best to Beverly Totten. Beverly retired from her position as Vice President, Services from the St. Louis Convention and Visitors Commission at the end of September. Beverly will be relocating to Houston where her two daughters and two wonderful grandchildren are living.

In Memorium: Michael Polin, Director of Conferences for Narcotics Anonymous.

Michael passed away on September 25. The 53-year-old Polin was diagnosed in June with stomach cancer. He is survived by his wife and three daughters. Michael was a long-time ACOM friend and supporter.

“Power belongs to those who shed their insecurities and react to life in an active and positive manner.”

Judi Moreo
Keynote Speaker
ACOM Summer Education Conference, June 2007


Customer Service:
Rules to Live By

By Competitive Advantage E-Zine

Customers are everything to an organization. The money they spend keeps you employed and your organization afloat. So it's best to keep them satisfied, so they will be loyal customers for the long term.

To do that, make sure you adhere to the following tenets of customer service. Stick to them as if they were written in stone.

Customers are your bottom line
When a patron turns to you with a problem, don't think of it as the customer's problem. It's your problem, too. Your paycheck comes from the money customers spend with your organization. You need to put in the time and effort delivering the service they deserve.

Tip: Pretend you are always working for tips when you serve customers.

Examples: Walk them to their rental car instead of pointing out to the lot and saying "It's over there."

Complaints are gifts from customers
Customer complaints are valuable because they tell you what's wrong with a product or service your organization provides. With that feedback, you gain opportunities to constantly improve. Without feedback, customers can simply disappear, taking their business to the competition and telling their friends all about the poor service they received from your organization.

Also, complaints give you a second chance to improve the situation. Even if you don't succeed in fixing your customer's problem, your actions won't be in vain. Customers will notice the effort you took to regain their business.

Customers are people, not account numbers
Patrons who take time out of their day to visit or contact your place of business want to be treated as if they were special. Call them by name and greet them in a friendly manner. Avoid putting customers on hold for long periods, and be sensitive to their needs. They deserve to be treated with respect.

Love your job, and your customers will love you
Do you like going to work every day and assisting customers? If not, you may be doing more harm than good on the job. No matter how many items you have checked off on your to-do list, if you don't spread positive energy and show goodwill to customers, you are sending them a negative message.

Tip: If you someday aspire to do something other than serve customers, ask yourself what you would really like to do. Then try to incorporate that goal into your current position to keep every day interesting.

Example: If you are interested in marketing, talk with your supervisor about the steps you can take to help your organization become more successful in that area.

Fight for—not with—your customers
Disagreeing with your customers will only push them away. Even if you are certain that you are right, arguing with customers is counterproductive.

Tip: The next time you want to disagree with a customer, pause for a moment and tell yourself "The customer comes first." With that thought in place, your head will clear and you will be ready to steer your customers toward the perfect solution.

In today's business world, customers rule—and every action you take should cater to their needs. Keep those guidelines in mind when dealing with customers, and you will succeed in helping your organization stay on top of its game.

Earn Points Toward Your CMP

Did you know... You can earn points towards your CMP designation or recertification by authoring an article in one of ACOM’s newsletters. ACOM will now accept your articles and once they are approved, they will run in either ACOM’s monthly newsletter At-A-Glance or the quarterly newsletter, ACOMmodate. Please submit all article ideas to ACOM Headquarters via email. We will let you know if the topic can be incorporated into a future newsletter, and provide a date for the full article to be submitted.