workshop AUGUST 22-23, 2013
a big success
On August 22-23, over 40 PSAV team members from around the country proudly participated in a workshop hosted by Gettys. PSAVâ€™s objective was to increase sales through creating competitive and valuable differentiators. Participants from sales to technical directors, collaborated to improve site visits, proposals, sharing best practices and ultimately create a better PSAV.
As the facilitator, Gettys provided insights and tools for business development, in addition to several missions that would yield some impressive outcomes. Throughout the missions, teams were enthusiastic and engaged in meaningful conversation. On the last day, 8 innovation ideas were selected to be advanced for implementation in small dedicated teams.
design thinking 12 steps
idea criteria filter
DESIRABILITY does it appeal?
can it make money?
FEASIBILITY can it be done?
Keep questioning your assumptions. Re-frame your questions.
Think about who to involve.
Prototype. Prototype. Prototype! Think stories, not concepts. Bond with your users.
Embrace partners. Embrace diversity.
If in doubt, be open and transparent.
Become the user.
Experience the experience.
Look at comparable environments. Look at extreme users. Look at industry disruptors.
Think through all journey touch points.
Even things that are behind the scenes.
Launch to learn.
Be open to feedback. Be brave, itâ€™s worth it.
Iterate. Iterate. Iterate! Take action.
pricing model competitive strategy
business model visualization
value proposition aspects
repeat clients 0-25%
competitive advantages KNOW INS + OUTS OF PROPERTY EQUIPMENT ONSITE SUPPORT BEFORE, DURING & AFTER BEST CUSTOMER SERVICE CREATIVITY
OTHER sales tools
LOCAL RESOURCES AROUND THE WORLD WORLD-WIDE
SEAMLESS INTERACTON NICHE DATA ACCUMULATION & ACTION
sharing ideas EMAIL INFORMAL CONVERSATION PHONE SOCIAL MEDIA QUARTERLY SALES MEETINGS
best fit for offerings & capabilities CORPORATE MEETING ORGANIZERS event organizers OVERSEAS GROUPS MEETING IN USA fortune 2000 companies with strong growth small companies holding events in different locations SPECIALTY EXHIBITS
temporary technology installations CLIENTS WITH MULTIPLE NEEDS change leaders in industry ASSOCIATIONS groups at remote hospitality location CONVENTIONS Hoteliers
sales audience CLIENT MEETING PLANNERS HOTEL PARTNER PSAV TEAM
opportunities to enhance capabilities TECHNOLOGY training COMMUNICATION: INTERNAL & EXTERNAL video event documentation MARKETING VOICE & SALES TOOLS consistency NURTURE EXISTING RELATIONSHIPS
production services INCREASE MARKET AWARENESS, OUTSIDE HOTELS research SPONSORSHIP/PARTNERSHIP AGREEMENTS
4 missions were accomplished, producing endless possibilities.
MISSION 1 Conceptualize a sales pitch/sitevisit with the following variables as restrictions.
MISSION 2 Create a proposal that determine custom vs. standard, develop opportunities for up-sell.
the big idea
the big idea
research before client arrives to have questions ready
like & comment button proposal
use augmented reality to show off room’s potential creative portfolio have room set-up as the standard and another as creative to showcase the benefits of the upgrade provide Q & A with AV genius produce quick environment changes using onsite equipment, such as adding soundtrack or using projectors lobby product showroom adding theatrics/role-playing to demstrate how well psav knows the client
interactive glossary for client profile and meeting type proposal delivery props creative pricing and recommendation with client budget “buckets” include hotel sm/gm on video Link in proposals link to proposal with a “hallmark” face-toface animated video team delivery human interaction swank draw extreme (project different offerings on walls)
ipad collaboration click share
MISSION 3 Build a PSAV competitor (create the perfect PSAV).
MISSION 4 Create solutions for identitfying and sharing best practices, consider incentives and penalties.
the big idea
the big idea
intimate AV relationships (PSAV becomes Nordstroms)
Continuing required education hours with incentives
service “out front” in well-designed spaces
Incentivize hotel sales & catering managers
Internal accessed database hashtag categorized (khan academy)
AV with hotel sales and catering embed directly with client (possibly retainer base)
Infographic weekly newsletter suggestion/education fee on payroll system
creative content packages at different prices with room for customization
PSAV “Tekk it” featured upload/downloads on best practices with incentives
opportunity for PSAV to help improve hotel experiences
easier navigation on PSAV intranet
semi-annual tech showcase
mobile base app with calendar and push notifications
interactive rendering linked to costs & proposals
ion accomplished PSAV completed four crucial missions, each leading to big ideas
TEAM Chris Gatch* Simon Tibbs Brett Nix *Team leader
To create a mobile application for use by all PSAV team members in their daily activities, at all locations, to collaborate and share best practices globally, to solve problems and save time.
TEAM Will Seton* Erika Street Reda Bouali Tim Hardman
To improve site visits and make PSAV a defining reason for clients to choose a particular site / hotel for their event. To create more effective, experiential site visit.
improve site visits
TEAM Tom Brewer* Jim Beane Kim Hutto Michael Floyd
To define and create the best Thank You / Take Away after a site visit. Create an effective tool for clients to take away and share with their decision makers.
Consider using technology to capture the experience and differentiate PSAV from the competition.
thank you/ take away
chief ideas officer
TEAM Andee Oleno* Alexandra Graber Jackie Vandekappelle Shawn Garrett Tim Kurzynski Kim Lambeth *Team leader
Identify a team of Chief Ideas Officers who will help funnel ideas to improve productivity and incorporate change within PSAVâ€™s services, operations and company as a whole. A creative and solutions-based leadership platform that is user friendly to incorporate ideas across the globe. To give our teams a voice, and to do things differently!
TEAM Gary Stryder* Tony Ehrman Scott Buford Daniel Longfellow Peter Kaiser Phil Tucker *Team leader
Create tools to maximize uses, availability and value of PSAVâ€™s assets (equipment & gear) and flag investment needs in new gear. The goal is to have the right equipment at the right place, on time, and to increase profitability and efficiency within the business and to better serve the client.
TEAM Sarah Perry* Charles Bitenc Mike Montali Ed Hartsthorn *Team leader
Create and use innovative technology at site visits, i.e.: 3D mapping, interactive technology, video, etc. to speed up the site visit processes and make them a more seamless experience. Perhaps create â€œVirtualâ€? site visits.
technology at site visits
TEAM Brian Dykeman* Jake Corser Shannon Truhia Chris Komalski Paxton Bingham Steve Donnalan *Team leader
Develop a stronger presence and partnership with Destination Management by being involved earlier in the selling process, as a strategic partner. If PSAV is recognized as a strong service provider, then PSAV can actually be a collaborative partner in promoting the property to the client. (Reversing the common pattern where PSAV follows in the selling / meeting process with the property being placed at the start of the process.)
a collaborative partner
TEAM Joe Santa* Brian Sturtevant Evan Payne Paul Metaxsis *Team leader
Redefine the way PSAV presents proposals and quotations to clients, utilizing interactive technology that is aesthetically pleasing and rapidly updated. To create Webbased proposals that keep everyone connected, all parties involved (clients, tech, operations, etc.) and up-to-date on the project details and status.