Your Opinion Counts! By Karen Watson, Director of Client Services The definition of insanity is doing the same thing over and over again yet expecting different results. To make sure that we don’t fall into that dangerous trap, Conferon focuses enormous energy each year to gauge what we do well and where we need improvement. In 2002, we learned that our clients ranked our on-site management services the highest at 3.48 on a scale of 1 to 4. These high scores demonstrate the strong logistics background of our staff, as well as the successful culmination of months of joint work on the final product—the meeting—between Conferon, the facility, and our partner client. We learned that the top three reasons our clients use Conferon are: Being an extension of our clients staff and time savings Our staff’s industry knowledge and recommendations The professionalism of our staff We also discovered that we need to improve our post-convention reporting and budgetary consulting. We have worked hard on these solutions and look forward to sharing with everyone this year. In addition to surveying our clients, we also survey hotels and convention centers following a meeting. These facilities rate our availability on-site highest at 3.82 (out of 4) in addition to providing top scores for attitude, customer service, communication skills and professional conduct. By providing timely, accurate information and conducting ourselves professionally during pre-planning and on-site, we work with hotels and convention centers to help them produce the highest quality service possible for our mutual clients. We all share the responsibility of disappointment or success. What do we need from you in 2003? More responses. We respect your honest, open feedback and it is invaluable in determining our focus for continual improvement…so when you receive our electronic survey, please take a few moments to complete the information because at Conferon, your opinion counts!