The gloom and doom daily news has to have an effect on our shows. This is the time when relationships count. It never ceases to amaze me how poorly some show management treats their exhibitors, especially during good times. Having a "sold-out" show can and does breed arrogance on the part of those who sell and service the exhibitors.

We keep hearing about "customer service" but most of the quality of customer service starts with top management. Having been part of the trade show industry for more years than I care to announce, I've "grown-up" with many of the CEO's. There are many styles of management.  Some who manage by intimidation; others who prefer micro-management; some who favor participatory teamwork and others who prefer a hands off approach unless there is a problem.

The attitude starts at the top. If senior level employees see that the executive branch treats everyone within and outside the company, with respect it sets an example. How many of our colleagues are notorious for not returning phone calls? This really rude habit is passed down to the various company levels. It can't help but affect the customer service extended. I'm not talking about spam or direct marketing. I'm talking about those who are known and the person they are calling is just "too busy or  too important" to take the time. Unfortunately some of our executive colleagues suffer from delusions of grandeur. A good example is asking an assistant to make a call, get the person on the line and have them wait.

When times are tough . . . and probably getting tougher, one never knows why customers choose one show instead of the competition. Common courtesy goes a long way in enhancing your relationships and keeping customers in difficult times.