Evaluating Events

It might seem that way, but the reality is that preparing now for post-show activities is one of the wisest decisions you can make. By clearly deliniating your plan for after the show, you’ll be able to streamline your operation, delegate people to the proper duties, ensure all leads are followed up in an effective manner, and maintain valuable business relationships. Key to this are these nine questions:

1. Has a lead taking system been organized for visitor requests?

One of the most valuable things an attendee shares with you is their questions. By asking for specific items, or special features, or novel new applications, attendees are letting you know what they are in the market to buy. However, many lead cards only record the bare minimum contact information. Make sure your team has a place to note visitor requests – and have them use it!

2. Has a daily debrief session been scheduled?

The temptation for many booth staffers is to flee the exhibit hall as soon as the show has closed, catch the shuttle bus, and enjoy the attractions of a new city. However, it is important that your team meet as a whole every evening to discuss the day’s events, enjoy any triumphs, discuss any concerns, and plan for the next day.

3. Will “Thank You” letters or e-mails be sent to every registered visitor?

In our information overload society, “Thank You” notes have become the rarest of correspondence. Yet they are a quick and easy way to let your attendees know that you appreciate their time and attention – and that you will value their future business! It’s a nice, personal touch. Delegate one or two staff members to this task, and have it done within 48 hours of the show close.

4. How will show leads be handled?

Without a system in place, lead management can be a nightmare. Some will go into the common pool, others will ‘disappear’ into booth staff pockets to be followed up independently and still others just disappear. Designate a location for all leads to be collected, and make your team aware that ALL leads need to go to this common pool. Keeping some back will skew your trade show results downward!

5. How will sales from the show be tracked?

This will differ by company, depending on the types of products or services you sell. However, there needs to be a system by which you can track sales, especially those that are directly attributable to show participation.

6. What kind of reward or recognition will booth staffers receive?

Exhibiting is tremendously hard work, especially at larger shows when your team is ‘on’ for many days in a row. Make sure to give your team a tangible reward. Yes, representing your company is part of their job – but the extra effort and preparation that goes into successful exhibiting deserves a reward. It’s nice to have a ‘known’ treat for your team to work toward, plus a ‘surprise’ to spring.

7. How will the show be evaluated?

You’ll want to know more than “Gee, we were busy every minute!” Business decisions are made with hard numbers, including the number of attendees, number of sales, number of qualified leads, and other factors. Talk with management before the show to find out what kind of information is important to their decision making and evaluation process – and make sure you come back to the office with that information!

8. Did we manage to stay within the estimated show budget?

Budgets are an invaluable trade show tool. Compare what you’ve spent to what you were supposed to spend. Are there areas you saved money – by pre-registering for show services, for example? Did you go over budget in other areas? Unforeseen circumstances sometimes push costs up, but consistently missing your targets may mean either budgets or choices need to be adjusted. Discuss which it is, and make changes as needed before the next show.

9. What other show opportunities – nationally and internationally – could be explored?

One or more of your employees should plan on attending networking events. During this time, it is a good idea to ask about other shows exhibitors have participated in. Were they pleased with the event? Will they exhibit again? Make sure this information is brought back to headquarters, where it will play a vital role as part of the first step in the next round of exhibiting.

To continually improve, you have to have a very clear and concrete idea of where you are right now. An objective measurement of performance is the only way to plan for and achieve an improved result at subsequent shows. It serves as your baseline.

How do you get this baseline measurement? It’s a two part process, incorporating both measurable and intangible criteria. The combination of these two criteria gives you the most comprehensive picture possible of your performance.

Let’s start with the measurable criteria. These are your goals and objectives, spelled out in black and white. If you say that you want to do $X in sales or collect Y number of leads, then you can compare your results against your goal. It’s simple. You met your goal, you exceeded your goal, or you fell short.

However, there are other factors in tradeshow performance to consider. These are the intangible, hard to measure things that affect your show: staff performance, booth design, general ambiance, and a host of other criteria. You need to know how you’re performing before you can improve that performance.

Where can you get information on these intangible criteria? After all, there’s no magic ball where you can look and see how you did. Tradeshow exhibiting is not like Monday Night Football, with cameras tracking every move and instant replay only a moment away.

This is where a mystery shopper’s services can be critical. By providing an objective, focused analysis of your exhibit, a mystery shopper can pinpoint weaknesses, identify strengths and on occasion, offer suggestions for improvement.

It’s important to take the mystery shopper’s report into account. However, it is not the only point of view you’ll want to consider. Often, valuable information can come from your booth staffers themselves. During your end-of-day debriefing session, go over what worked, what didn’t, and what challenges arose during the day. Take time to meet with your staffers a short time after the show as well — giving them time to reflect upon the event and gain some perspective may yield up new insights.

Another source of information might be your customers. Offer your best accounts — and some new clients that you want to reinforce your relationship with — an opportunity to critique your team’s performance. This can be done as a simple e-mail survey or during a follow up phone call. Often, an attractive incentive item can persuade people to share their opinions with you when they would otherwise keep quiet.

You may wish to offer an anonymous comment area on your organization website as well. Some people may very well have commentary to make, but fear to say anything as they feel it may jeopardize a profitable business or professional relationship. If you do this, be prepared for commentary that’s markedly harsher than you’d otherwise get — people will say things behind the cloak of anonymity that they’d never dare voice otherwise. If you offer an anonymous option, though, you have to be fair about it — no sneaky tracking of IP addresses to later ferret out who said what!

Combining the mystery shopper’s report the information garnered from your staffers and customers will give you the most comprehensive picture of the intangible factors that influence show performance. Coupled with the measurable criteria, you’ve got your baseline measurement.

Collecting this information is only the first step. You have to consider what the information is saying and decide how it will influence your future actions. For example, if you find that you’ve fallen short on the number of leads that you want to collect and your intangible criteria indicates that you had surly booth staffers reluctant to engage with the public, you’ve got a clear cause and effect relationship spelled out for you –and an obvious point indicating where training is needed. Additionally, these reports have historical value: comparing this year’s reports with previous years will show you in black and white how the team’s performance has evolved over the years and the clear value of your training efforts.

Data in isolation is useless. If you’re going to compile for reports just for the sake of compiling reports, don’t bother. However, if you’re going to use this information to identify problem areas and take actions to improve performance, you’ll find your efforts well rewarded.