Sales May Sell But It’s Event Services That Brings Repeat Biz

I moved to Washington, D.C. in 1978. My first job here was as an association planner for the group’s 10th anniversary meeting. Although I had planned meetings and events around the U.S. prior to my move, I wasn’t schooled or trained in the profession. On my first visit to the group’s already-contracted hotel, I met with the sales manager and convention services manager and said, “Tell me everything.”

When meeting planners express frustration with the CSMs (convention services managers) (aka ESPs, event service professionals) who don’t call or email in a time frame that is acceptable to the planners, or who suggest that the CSMs don’t know enough about properties, I bristle.

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