We’ve all heard the phrase “don’t sweat the small stuff.” That’s great advice—at least, for most situations.
But when it comes to event management and fulfillment, it’s almost all “small stuff.” The big stuff—like booth construction, signage, product displays—is right there in front of you, easy to see, track, and fix if needed. Instead, it’s the dozens of often overlooked administrative and organizational tasks that pose the real challenge. Collectively these jobs make an oversized contribution to the ultimate success of every trade show, conference, and seminar—and it’s not uncommon for many of them to slip through the cracks.
In fact, the small stuff is so important to effective event management that it brings to mind another popular phrase: “The devil is in the details.”
Not All Vendors Are Created Equal
Unfortunately, not every event management vendor has the same respect for details as OnFulfillment. Whenever we meet with a potential new client looking for event support, one question we always ask is who else they are considering as a partner.
On the surface, these vendors appear to be more or less the same, offering roughly the same level of services. But when we encourage them to read the fine print and ask a few pointed questions, the differences begin to emerge.
Again, it’s all in the details.
Recently, after presenting our event management proposal to a prospective customer, they were pleasantly surprised at the thoroughness of our service—specifically our commitment to focusing on the “small stuff” so they didn’t have to.
“Wow,” she said. “You guys do it all!”
That was exactly the response we want. It’s a recognition of the effort we’ve put into developing a service that addresses the myriad unglamorous tasks that are critical to the outcome but are often overlooked in favor of flashier concerns.
Most of these improvements are the result of listening to our customers over the past 25 years. We take note of all of their issues and complaints, big and small, and look for opportunities to enhance our offering. As a result, we’ve incorporated a number of their ideas and suggestions into our program, and that process will continue until we’ve achieved perfection. That is to say, never.
Recipe for Effective Event Management
What exactly distinguishes OnFulfillment from the competition when it comes to event management and fulfillment? The following provides an overview of the strategies and values upon which OnFulfillment has built its service offering.
Start at the Beginning
Of course you start at the beginning. The question is, when exactly is that? For most vendors, receiving the order marks the beginning of the project. At OnFulfillment, the order is not the beginning, it is merely the first test of how prepared you are.
The process begins with laying the groundwork in anticipation of the inevitable order: inventory is clean and in stock; paperwork is prepped and ready for completion; shipping resources are in place and waiting for instructions. Preparation is the key; without it, completing the order correctly and efficiently becomes infinitely more difficult.
Shipping and Returning Items
Like most vendors, OnFulfillment is adept at shipping materials to an event venue. Unlike other vendors, OnFulfillment’s shipping skills extend to international deliveries, where established relationships with major as well as regional carriers allows them to navigate regulatory obstacles and quickly overcome any customs issues.
While shipping materials out to an event is relatively easy, receiving them back and returning them to inventory requires a bit more organization and effort. This is where OnFulfillment truly excels.
Many of our competitors follow a practice called “good faith receiving,” in which they require their customers to pack up materials after the show—each item in their own box—and label the outside with the quantities contained inside. They take it on faith that the descriptions and numbers on the outside of the box are accurate. In other words, “good faith receiving” is code for “we don’t take any responsibility for returning inventory.”
OnFulfillment takes a different approach. In the 25 years we’ve been offering event management services, we have never asked a client to count and segregate items, mark boxes, and create receiving paperwork after an event. We simply ask that they pack everything up in boxes, attach the pre-printed return shipping labels we provide, and send it all back to the warehouse. We do the rest, counting incoming materials, inspecting for damage and cleanliness, and returning them to inventory so they are ready for the next event.
Once back on the shelves, the returned items are visible on your software portal so you know exactly what is available. And you’ll know that if it’s listed as available, it’s clean and ready for use, whatever it may be.
Maintenance
Returns aren’t limited to things like collateral handouts and branded giveaways. Many reusable items such as pop-up signs, table drapes, and display racks are constantly recycled between events, which means they are extremely popular. Constant use also means these materials are subject to constant wear and tear.
To ensure these high-demand items are available and in good working order, repairs and cleaning are part of the OnFulfillment event management program.
Dedicated customer service representatives will inspect incoming reusable items for damage and check for cleanliness. Fabric materials such as table drapes are always sent for dry cleaning between events to ensure they are crisp and clean for the next show. If the CSR finds any damage on returning items, they will let you know repairs are required or missing parts need to be replaced.
OnFulfillment takes maintenance seriously, and it’s one less thing our customers have to worry about.
Event Kits
When preparing for an event, it’s normal to get distracted by big things and forget to pack essential but easy-to-overlook items. Part of OnFulfillment’s service is to include an event kit with each shipment, filled with all the must-haves for any event—items such as scissors, tape, pens, HDMI cables, Band-Aids, tools, and more. Kits can be small or large, and OnFulfillment makes sure they are complete and ready to go with your event materials.
Dedicated Resources
It’s impossible to anticipate every possible situation. That’s why, in addition to all the preparation and planning, OnFulfillment provides each customer with a dedicated service representative—a live person who knows you and your program and can step in as needed and help solve unforeseen problems. Shipment stuck on the loading dock? Need to communicate with the venue to schedule a delivery? Something got lost? Your customer service rep can help. And unlike competitors who send you to a website or ask you to send an e-mail when looking for support, your OnFulfillment CSR is just a phone call away.
Ignore the Little Things at Your Peril
When it comes to event management, the little things matter. OnFulfillment has spent the last quarter century developing it’s event management skills, with a focus on handling the little things so you can focus on bigger, more strategic issues.
Want to learn more about how OnFulfillment can fulfill your event management requirements? Fill out our form to request a meeting so we can show you.
