Experts of Experience - Episode #48: How To Create Great Experiences at Large-Scale Events
Host: Lauren Wood
Guest: Shane Beardsley, Vice President of Communications and Guest Experiences at the Javits Center
Release Date: September 18, 2024
Presented by: Salesforce Customer Success
Introduction
In Episode #48 of Experts of Experience, host Lauren Wood engages in an insightful conversation with Shane Beardsley, the Vice President of Communications and Guest Experiences at the Javits Center. The episode delves into the intricacies of creating exceptional experiences at large-scale events, offering listeners a comprehensive look into the operations of the busiest convention center in the United States.
The Art of Creating Great Events
Shane Beardsley emphasizes that creating a memorable event hinges on "aggressive customer service" and meticulous planning. He states, “[00:43] … it's the ability to think about everyone's traverse in and out of your space,” highlighting the importance of considering every stakeholder—from team members and exhibitors to event managers and guests.
Key Points:
- Proactive Management: Transitioning from an "empty shell" to a proactive venue involves anticipating potential issues and addressing them before they arise.
- Attention to Detail: Ensuring seamless experiences requires attention to details like food preferences tailored to the event's demographic.
Seamless Operations at the Javits Center
Lauren shares her positive experience attending a Climate Week event at the Javits Center, praising its "seamless experience" and the facility’s ability to manage large crowds efficiently.
Notable Quote:
- “[03:44] A: I found it to be quite seamless.”
Shane elaborates on the extensive coordination required to manage multiple events simultaneously, noting the challenges of accommodating diverse requirements and ensuring smooth operations across a sprawling six-block facility.
Managing Diverse and Dynamic Events
The Javits Center hosts a variety of events, each with unique demands. Shane discusses the balance between anchor tenants like the Auto Show and newer, rapidly evolving events.
Key Points:
- Flexibility: Adapting to different event genres, such as transitioning from a sports-centric event to an anime convention within weeks.
- Client-Driven Innovation: The venue evolves based on client needs, ensuring spaces are flexible and responsive to changing demands.
Notable Quote:
- “[07:31] B: … having the spaces that can be pliable to be able to go back and forth of what the event designers and the event managers are actually looking for.”
Building and Maintaining Client Relationships
Shane underscores the significance of relationship-building in event management. Simple gestures, like celebrating an event manager’s birthday with cookies, foster loyalty and repeat business.
Key Points:
- Showing Value: Consistently demonstrating value through attentive service and understanding client needs.
- Personal Touches: Small acts of appreciation can significantly impact client satisfaction and retention.
Notable Quote:
- “[14:55] B: It's showing value… consistency… listening with both your ears open.”
Sustainability Initiatives at Javits
A significant part of the conversation focuses on the Javits Center's commitment to sustainability. Shane shares the facility's journey towards becoming a LEED-certified building, detailing initiatives like installing fretted glass to reduce bird strikes and creating green spaces on rooftops.
Key Points:
- Environmental Responsibility: Implementing sustainable practices not only meets client demands but also contributes to environmental conservation.
- Innovative Solutions: Projects like the rooftop farm provide fresh produce for catering, enhancing the overall guest experience.
Notable Quote:
- “[19:42] B: … we have the second largest orchard in the country… our cafeteria has fresh lettuce coming off of our roof into the cafeteria.”
Enhancing Guest Experience Through Quality Food
Shane highlights the critical role of food in shaping event experiences. The Javits Center prioritizes high-quality, convenient food options to enhance guest satisfaction.
Key Points:
- Quality over Quantity: Offering farm-fresh and thoughtfully prepared food items instead of generic fast food options.
- Practical Considerations: Efficient food service design, such as using manageable dishware to facilitate networking without inconveniences.
Notable Quote:
- “[25:02] B: … the food at any event could be just such a big component of the overall experience.”
Tracking and Measuring Event Success
Measuring the success of an event involves comprehensive post-event evaluations, including internal debriefs and external feedback from event managers.
Key Points:
- Postmortems: Conducting detailed reviews to identify what worked and what didn’t.
- Feedback Mechanisms: Utilizing surveys and direct conversations with event managers to gather actionable insights.
Notable Quote:
- “[26:47] B: … having them elicit the issues, problems and concerns that came up during the event.”
Leadership in Customer Experience
Shane discusses the importance of leadership in cultivating a customer-centric culture. Leading by example, such as executives participating in hands-on tasks, fosters respect and dedication among the team.
Key Points:
- Leading by Example: Demonstrating willingness to engage in all levels of operations, from picking up trash to addressing immediate guest needs.
- Empowering Employees: Providing comprehensive training and recognition to ensure every team member contributes positively to the guest experience.
Notable Quotes:
- “[31:20] B: Leading by example is one of the things I think…”
- “[32:24] A: …what creates a great event…”
- “[33:09] B: …being willing to dive in, we're willing to get dirty…"
Handling Challenges and Maintaining Composure
Addressing challenges with a proactive and resilient mindset is crucial. Shane emphasizes not taking negative feedback personally and maintaining professionalism to ensure continuous improvement.
Key Points:
- Resilience: Developing emotional resilience to handle inevitable challenges during large events.
- Continuous Learning: Using each event as a learning opportunity to enhance future experiences.
Notable Quote:
- “[36:22] B: … being obnoxiously realistic with what could go wrong without being pessimistic.”
Memorable Experiences and Success Stories
Shane shares several standout moments from events hosted at the Javits Center, including high-profile performances and seamless management of large-scale gatherings.
Key Points:
- Diverse Experiences: From celebrity performances to corporate seminars, each event offers unique challenges and achievements.
- Client Success: Ensuring each event runs smoothly encourages repeat business and long-term client relationships.
Notable Quote:
- “[34:28] B: … the Robin Hood Dinner, his performance on stage acoustic was amazing.”
Closing Thoughts and Final Advice
In concluding the episode, Shane offers invaluable advice for customer experience leaders: embrace aggressive customer service, remain realistic yet optimistic, and prioritize consistency in delivering exceptional experiences.
Key Quote:
- “[36:22] B: … being obnoxiously realistic with what could go wrong without being pessimistic… events will come back happy…”
Conclusion
Episode #48 of Experts of Experience provides a deep dive into the complexities of managing large-scale events at the Javits Center. Shane Beardsley's insights reveal the importance of proactive management, sustainability, quality service, and strong leadership in creating unforgettable experiences. Whether you're an event organizer, a customer experience professional, or simply interested in the behind-the-scenes operations of major convention centers, this episode offers valuable lessons and inspiration.
Notable Quotes with Timestamps:
- “[00:17] B: Leading by example is one of the things…”
- “[02:43] B: I think it's aggressive customer service…”
- “[14:55] B: It's showing value… consistency…”
- “[19:42] B: … we have the second largest orchard in the country…”
- “[25:02] B: … the food at any event could be just such a big component…”
- “[31:20] B: Leading by example is one of the things I think…”
- “[36:22] B: … being obnoxiously realistic with what could go wrong without being pessimistic…”
This comprehensive summary captures the essence of the conversation between Lauren Wood and Shane Beardsley, highlighting the key strategies and philosophies that drive successful large-scale event management at the Javits Center.