December 23, 2008 by Chris Harrower, CTIS.

It’s beginning to look a lot like Christmas…even though, to be totally honest, I think I’m more excited about ABA in 16 days than I am about Christmas this year!  I guess the old saying is true…Christmas is for children.

But I have two gifts for you this year…one from me, and one from my friends at ABA.  Let’s start with that one first:

Disclaimer:  I’m a geek. I know that revelation will shock some of you, but it’s sadly true. I love gadgets, gizmos, and the latest electronica.  That’s why I’m so excited about ABA’s announcement yesterday about the MingleStick being available at Marketplace this year.  Even a non-techie can get behind this one (even if the name is kinda silly!).

What is it?  It’s a small device that will easily fit in your pocket, purse, or even in the pocket on the back of your namebadge.  If you meet someone that you’d like to keep in touch with, you point your device at theirs, and you both push your buttons.  When the little green light comes on, you have successfully “mingled”.

When the show is over, you return it to ABA, and they send you a link to a special web page.  On that page will be complete information on every person you have “mingled” with.  No more fumbling with business cards; no more giving out someone else’s card, since you put it in the same pocket with your cards; no more trying to remember who that was you talked to at dinner, after they gave out their last business card 5 minutes earlier.

ABA is going to give every Operator a MingleStick, and suppliers can get one for the week for around $20.00.  That’s a steal, and I’ve already reserved mine.  To be able to get information on everyone I talk to is amazing to me.  And don’t forget…you can “mingle” with other suppliers, too!  The technology will let you export contacts as a VCard, then import them into anything that supports that format (Outlook, ACT, etc).

There will be a limited quantity this year, as they’re trying to determine how successful this program will be.  But I fully expect this to become a standard at all the big shows over the next year.  Sure, it’s something else to remember and learn, but I think that, after one day, it will become second nature!

And the other Christmas gift? It’s a guilty pleasure I just found, and have already emailed it to every theatre person I know.  But I think even non-theatre people will enjoy it.  It’s an online TV Show called “High Drama: Against All Oz”.  It’s the story of an amazingly sophisticated production of “The Wizard Of Oz” at Barnstable High School in Massachusetts.  It starts with the auditions, and ends with the final production, following both the actors and the production people. Maybe I’m biased, but I found it fascinating, and I watched the entire series last night.  Of course, each episode is only about 5 minutes, so it’s easy to do that.

You can find it two places…it’s on iTunes ($1.99 for the entire set of shows), or you can watch it for free online at:

http://www.thewb.com/shows/high-drama

Enjoy…and to everyone who bothers to read my ramblings, my very best wishes for an absolutely delightful Christmas, and here’s to a blessed and prosperous New Year for us all!

Posted in Uncategorized | Print | No Comments »

December 10, 2008 by Chris Harrower, CTIS.

If you didn’t see it, ABA has posted another “guest blog” by yours truly.   Yes, I am a homer, to use the sports fan phrase, for ABA.  But I meant every word I posted:

“I’ve been reading (and enjoying) Sara Hamlin’s blog posts here. I’m so excited that “one of us” is chairing the Marketplace this year. It’s the first time that a Supplier has been ABA Marketplace chair, and we couldn’t have picked a better person!

So, are you going? Are you getting excited? I am! The ABA Marketplace is the one event that I look forward to all year. As soon as it’s over, I start making plans for the next one. No other trade show, convention, marketplace, conference or gathing during the year commands that kind of excitement for me, and for a lot of my friends in the biz.

Why? Because of the possibilities. ABA’s Marketplace is seven days of limitless possibilities! Sure, the Appointments are the focus, but the networking, volunteering and, yes, the parties, is where the “real work” gets done. I create more relationships and business opportunities in the evening events than I ever could at the Appointments.

It’s simple math…66 appointments vs. 560+ Tour Operators attending. I will only get appointments with about 12% of the tour buyers in Charlotte. But I’ll see, touch, and make contact with plenty more than that by going to everything I am permitted to attend. I go to all the meals, the social functions, the sightseeing tours, and even the “extra-curricular activities”, like the bowling tournament.

I’ve heard the “nay-sayers”. “Bowling? What does that have to do with increasing my business?” But I was the first person to sign up a team for the bowling tournament…and two of my team members are Tour Operators. It’s another opportunity to meet people, and a chance for us to give back to Charlotte and the community, after all they’re giving to us.

Or the sightseeing tours…I’ve heard so many people say it’s a waste of time that could be spent with more appointments. But look at from the other side of the table. Tour Buyers will have over 200 appointments in five days! Don’t you think they need a break, or do you prefer that “glassy look” after they’ve heard too many presentations, and can’t absorb any more? Besides, I went on a sightseeing tour last year with a Tour Operator that had not come to our theatre in years. We built a solid relationship traveling together those few hours, and now they are booking nearly every show we’re doing!

Do you volunteer? Why not? Working in Orientation last year, I met a bunch of Tour Operators that I had never met before, and three of them came to my Theatre this year! Sign up and help somewhere…the needs are limitless, and can fit your unique talents like a glove. Orientation, Education, Resource Central, Registration, and more…there is a place for you!

Come join us in the “Queen City”…Charlotte is rolling out the red carpet, and the week will be nothing short of phenomenal. And, when it’s all over on Monday night, you’ll come up and thank me for encouraging you to be there. As the logo says, the ABA Marketplace really is “money in the bank”!”

So, why do I “suck up” to ABA so much? To use my favorite phrase, ABA “gets it”.  Everyone, from Pete Pantuso right down the line, understands what we need, and does everything he (they) can to help us get what we need.  Whether you’re a supplier, Operator, associate, or general hanger-on, ABA has everything you need to build and expand your business in the Group marketplace.

And a new announcement will be made soon of something new ABA is cooking up for Charlotte.  I can’t say any more right now, but once it’s announced, I’m going to be a huge cheerleader for this new concept/tool/marketing idea.  I’ve looked into it, and I am really excited by what this little addition to the Marketplace can do for us all.  Stay tuned, kids, and see what you think when it’s announced!

See you in Charlotte, True Believers!

Posted in Uncategorized | Print | No Comments »

November 27, 2008 by Chris Harrower, CTIS.

Happy Thanksgiving to one and all…

OK, I know we’re supposed to be thankful all year ’round, but on Thanksgiving Day here in the US, it’s time to count your blessings, and mine are too many to count:

I’m thankful for my second family…those people who have become my brothers and sisters in this industry.  The people I travel with and serve with for weeks every year.  Maybe I only see you once or twice a year, or maybe I see you at every show, every month.  Either way, I appreciate you and your support and camaraderie.

I’m thankful for the travel opportunities that Group Sales gives me.  It’s my favorite “fringe benefit” to this job…I don’t do it for the travel, but I still get to visit great places, and see things I’ve never seen before.

I’m thankful for the gift of teaching I’ve been given…I never knew I was going to enjoy sharing what I’ve learned with others, but I truly enjoy doing the Seminar program, and look forward to hopefully teaching more people in 2009 and beyond.

But I’m most thankful for the eight (soon to be nine) lives that God chose to entrust to my care…my wife and kids.  I know they get frustrated with all the travel, and it does get old for them having Dad away for a day, two days, or a full week or more.  But they are my rock, and I wouldn’t trade any of them for the world!

And, of course, I’m very thankful for all the positive feedback I’ve gotten for this Blog…considering that I started it as a lark (”Hey…look at this.  My web hosting package includes a blog — why not?”), the number of comments I get astound me.  And to be called “the blog guy” on a nationwide ABA Conference call floored me!

So again, a very Happy Thanksgiving to everyone, and a blessed Christmas and Happy New Year while we’re at it (in case I don’t talk to you before then)!!

Posted in Uncategorized | Print | No Comments »

November 24, 2008 by Chris Harrower, CTIS.

Back home from an excellent NTA convention! Yes, I did say excellent…those who read my words last year after the debacle that was Kansas City may be surprised, but I had a wonderful NTA convention last week, accomplished a bunch of goals, and chalked it up as a successful event.

Congratulations to Barb, Meryl, and the whole gang on a very well run and planned show. From the opening luncheon with Jeff Corwin (I really wish I had gotten downstairs to get his autograph on his book now!), to the closing “Prom” with Marvin Hamlisch (his mastery of the keyboard is simply astounding), it was a great event. Good food (but I never got a Primanti Brothers Sandwich!!), great friends, and a good convention floor (even if the energy level is not at the same pitch as ABA). And I had forgotten what a pretty city Pittsburgh is…on the three rivers, especially at night.

I think the only real disappointment I had all week was with the lack of attention to Orientation. Sure, they run “Convention 101″ the first day or so, but not to the level we do at ABA. I was supposed to take out two floor tours (my specialty) on Sunday, and neither one ran, due to nobody being there. If you don’t put a premium on education, people ignore it, and struggle later. I would encourage NTA to push Orientation more to new members, as a proper foundation is so important.

I actually had a gentleman come looking for me during the final event, to say “Thank you”…he had taken one of my lengthy floor tours in Virginia Beach, and said he was still using some of what I taught during that hour. That really meant a lot to me! When you put a lot of effort into something, and you never know if it’s effective or beneficial to others. To hear that was a real boost, especially after not getting to do any teaching at NTA. So thanks very much, Brad!

So, does this change my opinion of NTA? Sorry, but not in the slightest. While my appointments were good, and while I accomplished my #1 goal for the week (to promote our Arizona theatre to the major west coast Receptive Operators), I still don’t think that the number of quality appointments is worth the expense. I get 66 appointments at ABA every year (and if we took a second person, I know that they would get a full book as well). Anything less than a full book for the same cost is just not worth it to me, especially in this day and age of budget cuts. 37 appointments was very nice (and very high, to hear what some others said), but not worth $4,000!

So I won’t be going to Reno, and probably won’t be going to Montreal in 2010, either. I’m going to keep a close eye on what’s happening with the organization, and can change those plans if I need to (and if the market swings the other way), but for now, it’s “see ya later” to NTA. Nothing personal, folks, but my dollar is getting tighter and tighter, and I’ve got the responsibility to spend money in the most effective way I can.

Posted in Uncategorized | Print | No Comments »

November 7, 2008 by Chris Harrower, CTIS.

I walked out front to greet a group last week, and got a surprise that I want to talk about for a second. When I stepped on the coach, the group leader handed me an envelope from the tour company (like Dragnet, the names here have been changed to protect the innocent). I was not expecting anything from them, and the reservation was already paid in full, so I knew it wasn’t a check. I just held on to it, greeted the group, and walked inside to meet them in the lobby.

And while I was waiting, I opened the envelope. Inside was a simple note from the Tour Company, asking us to welcome the group by name, confirming the count, and saying something I’ve taught in the Seminar for years. And I quote:

“P.S. DO NOT GIVE THIS GROUP RECEIPTS OR REFUNDS! Any receipts or refunds go to <name of Tour Company>. If you have any questions, please call <name of Tour Company> at <phone number>. After 5:00PM, please call <tour planner’s name> at <cell phone number>.”

I’ve told my story of a total screwup regarding payment in the Seminar program (and I even have a short video of that section online as a preview of the Seminar program itself…if you insist on seeing it, it’s at http://www.youtube.com/watch?v=EJLfipoj74g). But this is the first time I’ve actually been handed something directly from the Tour Company. How often must this be a problem that they have to send letters along with the groups?

So, are you careful about who you discuss financial or contractual arrangements with? Have you ever given it a thought? I’m guessing there are a lot of people out there who are not being careful, given this letter from the Company. Can I encourage you to go the extra mile, and be very cautious in knowing who you are allowed to discuss certain confidential matters with? It really is important to your customer (and anything important to your customer should be very important to you!!)!

Posted in Uncategorized | Print | No Comments »

October 30, 2008 by Chris Harrower, CTIS.

No, Bob and Doug MacKenzie weren’t there, but Toronto was great last week for Ontario Motorcoach!

The flight from Harrisburg to Toronto was one of the smallest commercial planes I’ve ever flown on…16 total seats! That’s all…wow. I’ve never been on a plane where the Flight Steward was also the Co-pilot! He did the talk, checked seat belts, then went and sat in the right seat up front! Every once in a while, he’d open the door, take a look back to make sure we were all OK, then shut it and get back to flying the plane. I was a bit concerned, but it was a fairly steady flight for such a small plane!

The convention itself was great, as always.  OMCA is my #2 show every year now, as our friends north of the border love to come to Lancaster County for shopping, touring, and shows.  We have several very good customers in Ontario, and the relationships continue to grow and deepen, which is always the goal.

But it goes deeper at OMCA…for the second year in a row, I was surprised by how outgoing and friendly Canadians are.  As part of the conference, they hold a Round Table Discussion, which is becoming more and more popular throughout the industry.  It’s kind of a reverse appointment…a table full of suppliers sit, and the Operators move from table to table.  It’s not supposed to be a selling time, but instead a chance for us to learn from the Operators what they’re dealing with, and how we can help them.  Of course, people always want to try to sell…I even heard that, at one table, an Operator had to stop people, and remind them that “this is not selling time.”

What really surprised me at the Round Table was how many Operators that I met for the first time last year, who remembered me, and were very gracious about how much they love our theatres.  I’m lousy with remembering faces (yes, that does explain why I looked at you funny, until I remembered who you are), but these folks make an art form out of remembering people, their properties, and good experiences their groups had.

But it’s the networking time at OMCA that always shines…whether it’s the Icebreaker, a dine-around opportunity (or two), or just sitting in the lobby bar at the end of the evening talking, these are people who honestly want to get to know you, and work with you.  They are very genuine, and I really like that.

Other random thoughts…we had dinner in the Japanese Teppan Yaki restaurant in the hotel, and that was just amazing.  Our chef (who we named Bob, since we couldn’t pronounce or understand his real name) was awesome, and did everything you expect from that type of cooking (the volcano made from onions, breaking an egg on the side of the spatula, and landing a pepper shaker in his hat).  The food was excellent, the conversation was excellent, everything was excellent.  And I even ate a piece of sushi, which I swore I would never do.  I wouldn’t eat it every day, but it was tasty!

And I have a new favorite Broadway Musical…it’s not for everyone, and the language will put some people to flight.  But I grew up listening to Frankie Valli and the Four Seasons, so “Jersey Boys” was nothing short of flawless.  The performers were vibrant, the sets and costumes perfect, and the singing was spot on.  Led by the signature falsetto singing of Frankie, if you closed your eyes you were sure that the real Four were standing there! We were all on our feet, singing along by the end of the show (OK…I was singing along the whole time, but I was NOT alone in that).  Highest recommendation if you remember the 60’s (and are immune to a lot of F-Bombs dropping all around you).

I find myself already looking forward to OMCA in 2009 in London (and 2010 in Niagara Falls, and 2011 in Windsor).  If you’re interested in motorcoach business from Canada, it comes highly recommended.

Posted in Uncategorized | Print | No Comments »

September 16, 2008 by Chris Harrower, CTIS.

Back home again, after Virginia Motorcoach Association’s annual convention at the new Gaylord National in DC…a very surprising weekend!

Biggest surprise of the weekend? No, it’s not how badly I played golf (that was a given)…it was how badly the Gaylord botched their handling of the convention! For a property that’s always been top notch for past conventions I’ve attended at the Opryland and the Texan, VMA was a mess for them! Examples? Sure…how about:

· Not having the Marketplace room ready on time, and making everyone (Operators, group leaders and suppliers) wait nearly 30 minutes until it was ready.

· Letting their serving team clear dishes (with plenty of loud clanking and banging) while entertainment was going on in the same room.

· Taking a site visit from a potential future customer right through the room while the annual Awards Dinner was in progress.

· Losing plenty of packages that were shipped in advance, then creating some of the absolute lamest excuses ever heard (bottles of wine for the convention were found in the housekeeping area; a lost package was found 5 days after they signed for it’s receipt, but the supplier was expected to pay shipping and a handling fee to have it shipped back; others were just never found, even though UPS had proof of delivery).

And there was plenty more, but the point is made. The hotel is beautiful (as all Gaylord properties are), the hotel staff was very good, but the convention staff was very poor. It was like you were entering a completely different property when you walked down the short hall connecting the hotel to the convention center. I know they will get everything fixed in short order, and most definitely before ABA goes in there in 16 months!

Of course, the highlight for many (their words, not just mine) was a special performance by Amanda Carlisle, who had just completed a run as Maria in our production of The Sound of Music. She was driving home on Sunday, so she was able to stop by and sing a few songs for the assembled attendees. Absolutely delightful…she told some great stories about life on stage, sang like the proverbial bird, and enthralled everyone with her professionalism, her abilities, and, of course, her voice.

And now we’re hard at work here…September 27-30, 2009, VMA will be in Lancaster County!  Staying at Willow Valley, visiting certain theatres (and maybe some other properties), and getting everyone excited about the area once again.  We’ve already come up with some phenomenal ideas, so if you’re a VMA member, clear the time on your calendar now!  If you’re not a VMA member, it’s only $200 a year to join, so come join us for a huge Lancaster County Party next September!!

Posted in Uncategorized | Print | No Comments »

September 3, 2008 by Chris Harrower, CTIS.

Really? It’s been that long since I posted something here? Oops…sorry. Just been very busy here lately, after a very quiet summer.

It started with IMG in Chantilly, VA in early August. Great seeing everyone again, and talking about where the business is heading from here. Lots of “forward thinkers” at IMG, and it’s good to hear from their fertile minds!

GLAMER came next, in Harrisburg and Washington, DC. Low turnout in DC, but overall good shows.

And then off to Charlotte for the ABA Orientation Center committee meeting. What a jammed couple of days…the meetings were extremely productive, the committee is extremely dedicated, and Charlotte is extremely ready! I’m already so jazzed…some of the events planned for January already have my motor running! The evening at Lowes Motor Speedway is going to be a real thrill, the sightseeing tour featuring the Petty Driving Experience will be amazing, and I’ve already put together my team for the Bowling Event.

Yep…bowling. This year, the MAC Gives Back effort is for Breast Cancer research and elimination. The first night, we’re holding a bowling tournament to raise funds, and since I’m part of MAC by being on the OC committee, I’ve already invited members of my gang to bowl with me for this cause. I’m thrilled that we’ll have a couple of Operators on my team. In fact, we had so many who wanted to be on the team that we may start a second team, with me captaining one, and Emi captaining the other.

The entire concept of MAC Gives Back is so important…we frequently visit these towns for conventions, and don’t do anything to thank the community for their overwhelming support. Steve Haddad got this started in Grapevine, and it should continue for many years to come. It is so important to give something back when someone takes good care of you, and I look forward to giving back to Charlotte!

Virginia Motorcoach is next on the docket, at the new Gaylord National in Washington DC (ok…it’s in National Harbor, but since that “town” doesn’t appear on any map or GPS yet, we’ll just call it DC). I can’t wait to see this place…having stayed at the Gaylord Opryland and the Gaylord Texan, I’m sure it’s going to be spectacular. If you’re there, come say “hi”, and if you’re playing golf, have mercy! I’ve played once in the last 19 years, so I’m sure it will be a very sad site to behold.

Posted in Uncategorized | Print | No Comments »

July 14, 2008 by Chris Harrower, CTIS.

It’s that time of the year again…and no, I’m not begging for another ABA Quote!

ABA Fever has us in it’s grasp again…after a challenging time, my hotel in Charlotte is reserved (having been a web programmer for 10 years, my heart goes out to the programming staff at ABA and Visit Charlotte!). Since there was a bunch of us who wanted to stay in the Westin together, there were a LOT of emails and phone calls back and forth during the first half-hour of hotel registration!

And I get to do it all over again on Wednesday, when Attraction registration opens up. I’ll be in Hanover, PA at a York CVB Group Meeting, but I’ve already checked that the hotel where we’re meeting has free Wi-Fi, and I’ll take my laptop over there to be sure I get registered as close to the top of the list as I can.

Why? Why all this OCD behavior? Well, I AM OCD, but it’s more than that. With ABA, your order of registration effects your appointment requests. So the earlier you register, the better a chance you have of getting the appointments you ask for. It’s the same for the hotel…since there are 7 hotels on the “official” list, and probably around 3,500 people trying to get in, the earlier you register, the better a chance you have of getting the hotel you want. Since the Westin is right across the street from the Convention Center, we decided it would be the best for quick changes and forgotten materials.

If you’re like me, I have a small gift for you! I use iGoogle, the new customizable version of Google’s home page, where you can add modules of a wide variety (news feeds, weather forecasts, calendars, and more). I created a module that is a countdown to ABA Charlotte, and it’s free for anyone who wants to use it. You can get to it via: http://tinyurl.com/5r924l if you want to add it to your page.

See you in Charlotte (if not before in Chantilly or Toronto or Pittsburgh or…)!

Posted in Uncategorized | Print | No Comments »

June 23, 2008 by Chris Harrower, CTIS.

So there we were…a group of semi-sophisticated Group Sales professionals in Atlantic City for a week. We had visited shopping, casinos, upscale restaurants, and had enjoyed some excellent speakers, education, and interaction. But we had four hours with nothing to do. What would we do? Go to a casino and give back some of Atlantic City’s sponsorship money? Go lay out on the beach (even though none of us remembered swimming attire!)? Soak in the hot tub in the hotel (with the lights off, since none of us remembered swimming attire)?

Nope…not us! We decided to pick the one brochure that caught our eyes out of an amazing array of information from our welcome bags, and go see something really different. So we piled into Cheryl’s car, and off we went, with the GPS leading the way. Did we go to Cape May for the Victorian homes and tours? Did we go to Historic Cold Spring Village for some history, or the Cape May County Park Zoo to see the animals?

Nope…not this bunch! We went to see LUCY!

Some of you are nodding and laughing right now, and others are scratching your heads. Lucy, you see, is a six-story tall elephant, located right on the beach in Margate, just south of Atlantic City. She was built in the 1800’s by a real estate tycoon as a way to attract people to Margate, then to buy land off him to build their bungalows. She has been an apartment, a tavern, and the anchor to a hotel next door. But whatever she has been, she is probably one of the most unique places you’ll ever see! You walk up a very tight spiral staircase in her left rear leg, look out through her eye (eight miles into the ocean, if you believe the hype). You climb another tight staircase to the Howdah (the thingy on her back) for another view of the Jersey Shore (from Ocean City to Atlantic City on a clear day).

But what’s really important is not where we went, it’s why we went. We found something unique, and wanted to see it. And, when we got back to the PBA Meeting, you can betcha we told everyone about what we found in Margate! I know of a couple of Operators who are going to check it out on their next visit, just from the enthusiasm we had for the lady. We were even designated the “Lucy Fanclub” at the closing lunch the next day, due to our cheering when Lucy’s name was announced as a sponsor of the week’s activities (hey, laugh all you want…Heather is sending all four of us some totally cool Lucy swag!).

So, is there a Lucy in your town? Is there something so hokey, so strange, so bizarre that you just stand and stare at it? Well, don’t discount it…it just may be a ticket to increased business, as there’s always someone looking for just something like that. I’m going to be looking for our Lucy around here…you never know when you’ll find her, and fall in love with her.

I’m already looking forward to taking my kids to see her, and I just found out that some of us from the Theatre are going to AC later this year to see a show. Wanna bet I invite all my co-workers to go see something they’ve never seen before?

Posted in Uncategorized | Print | No Comments »