November ’09 3The PLANNER

There is a process toface-to-face marketing

When I was young, my parents told me

to study hard so I would sit at my

desk with a pile of books on one side, an

open workbook book in front of me. When my parents would

peek into my room they would say “It’s nice to see you so busy.”

That’s optics.

Making decisions based on optics alone can catch up with you

sooner or later resulting in bad grades, foiled campaigns and lost

opportunities.

One of the concerns that many marketers face in these trou-

bled times is a reduction in marketing budgets. The knee jerk

reaction is to chop the number of shows and events. Other mar-

keters are reluctant to reduce their face-to-face marketing expo-

sure, continue their program, albeit with a reduced budget, for

fear of creating a negative impression on potential buyers.

During the past few years, there has been much talk about the

value of face-to-face marketing. Industry experts, including

myself, have detailed the process that will help exhibitors calcu-

late a return on investment and return on objectives. Yet surpris-

ingly, few have adopted this basic business tenant and integrated

the practice into their exhibit plans. Some opt out when they

learn that their efforts have not been as good as they would have

imagined, others stay because they are led by the mistaken idea

that the calculation of results are only for those who sell products.

If more marketers would take the time to calculate their

results, they would have the crucial answer on their return of

their exhibiting investment. But the issue of optics involves one

more criteria – you also have to look at the cost of not exhibit-

ing. This may seem a more difficult number to calculate, but there

is enough industry data around to help.

For example the Centre for Exhibition Research (CEIR)

revealed in the spring of 2009 that the cost of obtaining a high

value lead at an exhibit was about half the cost of obtaining a

similar lead without a trade show. The cost of an initial visit with

a high-quality contact was about a fifth of the cost when com-

pared to non-show activity.

Statistics like these, and many more that are available, point to

a clear value for maintaining an exhibit program. However, what

about those non-monetary values such as reinforcing a brand or

gaining market share? Similar studies provide evidence that there

are definite values in these non-monetary goals. In a recent CEIR

census, a survey of exhibitors found the following:

Exhibitions increase corporate and/or brand recognition

67% Agree or strongly agree

Exhibitions assist in gaining/retaining market share

67% agree or strongly agree

Source: CEIR, The cost effectiveness of

exhibition participation, spring 2009

With these numbers in mind the issue of optics comes into play.

When you withdraw your support for your face-to-face program

you run the risk of losing the direct advantage you sought by choos-

ing to be there in the first place but of equal importance is that you

also create a negative impression in your customer and industry’s

eyes that can be irreparable. Even if you can’t justify your show par-

ticipation by new contacts or orders written it is important to let the

rest of the world know that you are not hurting. Stay visible even if

you participate in a show with less space. However, don’t short-

change the overall look and feel of your display just to be there.

Stay visible in a smaller space but maintain the optics of success. At

the end of the day, your investment is sure to reap rewards.

Barry Siskind is North America’ foremost trade and consumer show

expert. Visit his Web site: www.siskindtraining.com or e-mail him at:

barry@siskindtraining.com.

Marketing optics can cloak realityBY BARRY SISKIND

4 November ’09The PLANNER

Colour Printer: Litho Express, (514) 816-3865, www.lithoexpress.ca

2105, de la Montagne, suite 100Montréal, Quebec H3G 1Z8

Telephone : (514) 849-6841 ext. 315 Fax : (514) 284-2282

Your comments are appreciated: info@theplanner.ca

Poste-publication No. 40934013The Planner is published nine times a year.

The Planner uses 30% recycled post-consumer paper.

6>

8>

10>

17>

Using the wrong wordWhen we’re trying to break old habits it’s difficult toaccomplish this grueling task on our own because we’reunaware of our behavior. Chicago columnist Stacey Hanketells us why words matter in this important change.

The Yukon awaitsThe Yukon offers picturesque settings businesses can expe-rience in retreats and team building seminars, utilizing dogsled teams, art workshops or orienteering with GPS mapping.Plan outside the box and consider this northern destination.

Being creativeThe Christmas season reminds us a lot about creativity –who doesn’t struggle trying to think of that special gift?Editor Leo Gervais got to thinking and provides a nine-pointsystematic approach to being a creative planner.

La Belle ProvinceQuebec is definitely one of the most magnificent provincesduring Canada’s harsh winter season. The Planner workedwith several regional tourism bureaus to provide our readerswith some insight into why planners should visit them.

THEPLANNERMANAGING EDITOR Leo Gervais lgervais@theplanner.caASSOCIATE EDITOR Camille Lay clay@theplanner.caGRAPHIC ARTIST Matt RiopelSALES info@theplanner.caCIRCULATION Patricia Lemus circulation@theplanner.caCONTRIBUTERS Stacey Hanke, Jeff Mowatt, Barry Siskind

PAP – Registration No. 111100We acknowledge the financial support of the Government of

Canada through the Publications Assistance Program of theDepartment of Canadian Heritage toward our mailing costs.

The Planner is distributed to professional meeting and event planners across Canada.

As you know...It’s easy to focus on the negative. At The Planner, we try to

focus on the positive – life is too short to worry about the neg-

ative. Life is tough enough without letting negativity bring us

down. Negative thoughts can be a self-fulfilling prophecy. If a

supplier doesn’t perform, find a new one and move on.

However, when planners like you live positive service experi-

ences it would be great if you could let us know. Yes it takes

time, but we could then share it with all our readers. Tell us why

a hotel impressed you: what made the AV Company so good or

what was it about that caterer that wowed you. We want to share

your positive experiences with other planners – what was it that

that supplier did that will have a lasting impression on you?

In these tough times let’s help and encourage those that are

actually doing more. It’s easy to get away with providing less in

these budget-cutting times, but why are some companies actually

providing more? If they are, then shouldn’t we be commending

their efforts by spreading the word? Nothing, as you know is

more encouraging than having our efforts recognized and

applauded. So let’s give those suppliers that have earned it a pat

on the back and let’s tell others – they deserve our encourage-

ment. Send us a short email at info@theplanner.ca telling us why

and we’ll print it. And you know what else? It will make you feel

good. There is no better feeling than referring someone or a com-

pany that has made you feel good.

Here’s my little positive plug – thank you Mr. Weatherman for

having made November such a great month so far.

LEO GERVAIS

T H E C A N A D I A N E D I T I O N

In th is Issue

6 November ’09The PLANNER

We over-qualify what we want to

say before we make our point.

Why don’t we just say what we

mean? My client asked me to help him

improve his communication with his team.

He wanted to be perceived as more confident and authoritative,

yet professional. He had asked me to observe his staff meeting to

identify his strengths and areas of improvement. As I’m observ-

ing his interaction with his team, I realized it was his choice of

words that were minimizing his confidence, authority and profes-

sionalism. Before he’d make a point he’d say, “I’m probably way

off base here …” He was shooting his credibility in the foot with-

out realizing what he was doing. When a team member would

ask him a question he’d begin his response with, “To be honest

with you …” Does this mean he was lying to his team prior to

this question?

When I shared with him what I was hearing, he looked at me

as if I was kidding. He said, “I’m a leader of a high potential, pro-

gressive team who are responsible for the majority of this com-

pany’s profit. There’s no way I could be using these phrases.”

With his approval, I begin audio recording our conversation to

assist me in providing him with constructive feedback. When we

listened to his recording he was in shock. Without my feedback

and the audio recording he would’ve never realized this is how

he speaks. As a result, he would’ve continued to struggle with his

team communication.

GET TO THE POINT

We fall into a trap of not getting to the point. Women frequent-

ly communicate to me they don’t want to come across as aggres-

sive or too strong. Therefore they begin their statements with

qualifiers. What are you thinking? These qualifiers make you

sound less intelligent, credible and confident. Instead eliminate

the qualifier and get to the point! Avoid wasting your listener’s

time. Imagine how much time we could save in meetings if every-

one would just get to the point. (Refer to my blog titled: “Endless

Meetings; Easy Steps That Lead to Productive Meetings”

http://staceyhanke.blogspot.com/2009/06/endless-meetingseasy-

steps-that-lead-to.html)

Last week during my communication skills workshop, an exec-

utive opened his presentation with the following statement: “I want

to ask you a question. What is the number one challenge in your

role as a leader?” Just ask it! This executive’s message and presence

would’ve been more powerful if he would’ve opened his presenta-

tion with: “What is the number one challenge in your role as a

leader?” Do you hear the difference between these two examples?

Be careful of using the following qualifiers:

• “I was wondering if we might consider …”

• “I think …”

• “I’m probably way off base here …”

• “This might be a stupid idea, but …”

• “To be honest with you …”

• “I’m going to tell you a story.”

When we’re trying to break old habits it’s difficult to accom-

plish this grueling task on our own because we’re unaware of our

behavior. The key to changing old habits into new habits is to

receive the feedback immediately when you’re practicing the

behavior you want to change.

Without immediate feedback you’ll:

• Continue to be in denial.

• Choose to use these qualifiers.

• Annoy your listeners because you never get to the point.

• Be perceived with a lack of knowledge, confidence, trust and

credibility.

How can you avoid using qualifiers?

1. Give yourself permission to think on your feet. You may be

using these qualifiers to buy yourself time. In reality, they don’t

help you think on your feet. Instead, they throw you off. PAUSE

to give yourself the time you need to collect your thoughts so that

you sound confident, credible and knowledgeable.

2. Pre-plan. Prior to a meeting, conference call, sales call or

presentation, take the time to think through your words and

choose words that will tap into what’s important to your listeners.

• • •

Stacey Hanke is an executive consultant, author, coach and speak-

er with 1st Impression Consulting, Inc. in Chicago, Ill. E-mail her at:

stacey.hanke@1stimpressionconsulting.com or call (773) 209-5970.

Words that minimize your credibility,knowledge and professionalism

BY STACEY HANKE

I DON’T SEEK... I FIND.

PABLO PICASSO

ARTIST

E. Coli in the… sand?You might want to think twice about building your next sand-

castle with the kids while eating sandwiches next summer – a

recent American study found that just a few grains of sand on

your finger tips could lead to cases of illness, such as diarrhea.

The U.S. Geological Survey conducted experiments with sand

collected from a beach near the shore of lake Michigan near

Chicago. Four test subjects sanitized their hands, dug through

bags of sand for one minute, and then immersed their hands in

sterilized water. The water was then tested for E. Coli levels

(strains of bacterium that can cause serious food poisoning in

humans). Results suggested that if 1,000 people played with sand

for just one minute and ingested what as on their fingertips, 11

of them would develop a gastro-intestinal illness. If that same

group ingested what was on their entire hand, 33 would fall ill.

The good news is that when subjects washed their hands with

water just once, the level of E. Coli dropped by more than 90 per-

cent. The researchers said the E. Coli could have been from birds,

algae or sewage-laden water, but could not be sure. They also

noted that on average, beach sand contains E.Coli levels 10 to 100

times higher than beach water. The highest concentration of E.

Coli is one metre back from the shoreline.

It should be noted that government health officials in the U.S.

and Canada regularly test water for E. Coli and report the level

detected to the public, but they do not test sand.

The gift that might stop givingIf you’re an average Canadian over the age of 15, you gave

$437 to a charity in 2007 and it was likely a religious organiza-

tion. You also donated 166 hours of you time, about a month of

full-time work. The average age was 53.

These figures were part of the recently-released 91-page

Canada Survey of Giving Volunteering and Participating. Total

giving in this country now tops $8-billion annually and volun-

teers put in more than two billion hours annually in unpaid

labour, according to the study from Statistics Canada. Almost 12.5

million people volunteered in 2007, about 46 percent of the pop-

ulation aged 15 and over.

However, some organizations like Imagine Canada, a group

that promotes philanthropy and volunteerism, say that the reces-

sion has left the future of giving uncertain, despite modest

growth in the last 20 years. Paradoxically, when the economy is

in trouble, the demand for charitable services soars.

Another potential cause for alarm: The top ten percent of

donors contribute 62 percent of the total dollars given to charity,

and the top 25 percent of volunteers contribute 52 percent of all

volunteer hours. This core group tends to be older, educated and

religious and it begs the question: who will replace them when

they are gone?

Top bosses shun social media fornetworking, but workers use them

You might think social networking online is a great way to

interact socially but it’s likely the top managers at your company

couldn’t care less.

A research study by UberCEO.com looked at Fortune maga-

zine’s 2009 list of the top chief executives to determine how many

were using Facebook, Twitter and LinkedIn and found they were

mostly absent from the rapidly growing social media community.

The study found only two CEOs had Twitter accounts and 81

percent of CEOs did not have a personal Facebook page.

Only 13 had profiles on the professional networking site

LinkedIn. Three stood out with more than 80 connections, but

they were all from technology companies. Three quarters of the

executives did have some kind of Wikipedia entry, but nearly

one-third of those had limited or outdated information.

Not one Fortune 100 CEO had a blog.

Sharon Barclay, editor at UberCEO.com, said it was shocking

that the top CEOs can appear to be so disconnected from the way

their customers are communicating.

Nielsen Online has reported that time spent on social networking

sites in the United States is booming, and doubled in the last year.

Interestingly, few small U.S. businesses are drawn to these

social media outlets for business uses, according to another survey.

Three quarters of American small businesses say they have not

found the sites useful for generating business leads or expanding

their business in the past year, according to a survey conducted

for Citibank Small Business of 500 American businesses with

fewer than 100 employees.

Eighty-six percent said they haven’t used social networking

sites for information or business advice. Only 10 percent said

they have sought business advice or information from expert

blogs. A spokesperson for Citibank’s small business segment said

the survey indicates small businesses are very focused on running

their business, generating sales and managing their cash flow –

basically doing the things that are really important in these tough

economic times.

The survey also found 42 percent of small businesses have

made greater use of their company websites to generate business

leads and sales.

HERE IN CANADA

Canuck workers beware – most Canadian companies frown

upon using social networking sites during business hours. Nearly

83 percent of 270 Canadian chief information officers said their

companies do not allow employees to visit social networking

sites for any reason while at work.

The survey done for staffing service Robert Half Technology

found 58 percent of employers have an outright prohibition on

social networking, 22 percent permit its use for business purpos-

es, 16 percent allow limited personal use and the other 4 percent

have no objection to any kind of personal use.

November ’09 7ThePLANNER

8 November ’09The PLANNER

If you are a planner, you should consider taking your group to

the Yukon as it is a delight of mostly unknown attractions.

The Yukon is a delightful surprise for meeting planners and

delegates alike, and is more sophisticated and convenient than

some would anticipate. Whitehorse is only a 2 1/2 hour flight

from Vancouver, Edmonton or Calgary, with group rates for air

travel – and its very own airline. The Yukon also offers great

value – no provincial/territorial sales tax which means a saving

of up to 10 percent on all costs. With Yukon’s colorful history,

there are a number of exceptional attractions and activities, mak-

ing for a unique destination and for many delegates it will be

a a once in a lifetime opportunity. The Planner discussed the

potential Northern destination with the Yukon Convention

Bureau.

How do you view your geographic location as an advantage?

Yukon’s vast landscape makes for picturesque settings, breath

taking to first time visitors and delegates alike. Yukon’s cities are

surrounded by gorgeous mountain views and iconic rivers that

offer a number of outdoor opportunities all within close proxim-

ity to Whitehorse. The midnight sun in the summer, allows for a

10:30 pm Tee off for an 18-hole round of golf or you can dog

mush or soak in natural hot springs under the aurora borealis in

the winter.

What are the traditionally low and high seasons and what

are the advantages with each season.

Winter is low season, allowing for more affordable rooms

rates, increased availability and a number of unique winter expe-

riences. Summer is high season, with longer daylight hours and

additional attractions, festivals and tourist services.

What are some of the seasonal activities and attractions?

In the winter, you can enjoy viewing the Aurora Borealis while

sitting in the Takhini Hot Springs or countless snow related activ-

ities from snowmobile to dogsled excursions, and a number of

winter festivals and events. Highlights of January and February

are the Yukon Quest International dog sled race, Frostbite Music

Festival and the Rendezvous Sourdough Festival. Summer offers

outdoor adventures and wilderness activities for all levels and a

number of music and art festivals. In June, Yukon’s tourist season

moves into full swing, with city tours, museums, art galleries,

waterfront trolley trains and several nearby historic attractions.

What are some of the activities a group could participate in,

Teambuilding or otherwise.

Yukon offers a number of businesses experienced in retreats

and team building seminars, utilizing dog sled teams or art

workshops or orienteering with GPS mapping.

Yukon: A northern treasure awaits

*

November ’09 9ThePLANNER

City, adventure and wildlife tours, fishing and golfing, or the

historic White Pass & Yukon Route railway tours can be offered

in group packages for your delegates or as spousal programs.

Experience the rush of Miles Canyon by boat, canoe or raft or

take to the sky with helicopter and float plane tours over the

north’s picturesque landscape.

Can you provide some facts for planners, number of hotel

rooms, number of meeting rooms, conference and or conven-

tion centre info.

The Yukon Convention Centre offers over 21,000 sq. ft. of

meeting space. It is located downtown adjacent to one of three

main hotel & conference centers in Whitehorse. There are over

1,000 hotel rooms in the city that are all located within 10

minutes of the Whitehorse International Airport. Newly renovat-

ed properties offer comparatively lower hotel rates, making

Yukon an affordable North American destination. Yukon boasts

several engaging museums and attractions, experienced in host-

ing events of up to 400 people. From the Yukon Wildlife Preserve

to the Yukon Transportation Museum, or to a state-of-the-art

sports facility; the Canada Games Centre, the Yukon offers a host

of meeting, reception or venue options.

If you had to briefly describe what makes the Yukon differ-

ent, what would you say it is?

The close proximity of amenities allow delegates to

readily experience unique meeting spaces, attractions or activi-

ties, in addition to maximizing their social networking time. For

many, it is a once in a life time opportunity to visit the Yukon,

often increasing delegate and spousal attendance. Hosting a con-

ference or event in an uncommon venue such as a museum, art

gallery or paddle-wheeler, amidst Yukon’s natural beauty, creates

a memorable experience.

A combination of its vast landscapes, exciting history and col-

orful people create a rush which is the ultimate allure of the

Yukon.

If planners are interested in holding their activities in the

Yukon, who should they contact?

The Yukon Convention Bureau:

Alida Munro

Sales & Marketing Manager

alida@ycb.ca

1 (867) 393-8284

On the Web: www.meetingsyukon.com

A trip to the Yukon requires outside-the box-planning

The Yukon Arts Centre offers a 428-seat proscenium theatre and is located in downtown Whitehorse. (Photo courtesy of The Yukon Convention Bureau)

10 November ’09The PLANNER

Improve your creative process bybeing systematic in your approachUse these 9 points to getgoing on your holidayplanning projectsBY LEO GERVAIS

Christmas is, as we all know, a widely celebrated festival all

across the world at this time of year. Despite its obvious

connection to the birth of Jesus Christ, many non-

Christians take part in the related decorating, exchange of cards,

parties and general good sentiments long associated with the

Yuletide tradition.

But where do the new ideas come from? Each year, depart-

ment stores and display houses come up with new things like

sequined polar bears, dancing angels or talking reindeer. Now,

one can argue some of these ideas have very little to do with

Christmas, but the point is ideas need to be generated and the

best way to do that is letting those mental muscles do some

heavy lifting and get some “braincercise.”

Here then are “The Planner’s Nine Points for Getting Your

Creative Juices Flowing” when planning events:

1. Look back. Examining what has gone on in the past is a

good way to start being creative. Former ideas will likely spur

those creative neurons, perhaps helping you find a new way to

incorporate used materials e.g. re-use those Christmas tree deco-

rations to make a snappy banister display.

2. Stay positive. Try to eliminate negative thoughts such as,

“My boss/client will hate this” and make the best of what you

have. As the famous Scottish writer Robert Louis Stevenson

wrote, “Life is not a matter of having good cards, but of playing

a poor hand well.”

3. Compartmentalize. Think of your creative process like an

isolation tank: There’s only room for you and your thoughts.

So when you are creating a new theme, gala evening or company

party it is necessary to block out time and analyze every detail

that will ultimately comprise the whole event.

4. Hunt and gather. Go back to your inner caveman or cave-

woman and leave no stone unturned in researching. Use maga-

zines (like The Planner), books and of course the Internet.

In addition, perhaps a visit to the local library is in order and

don’t hesitate to speak with a librarian – they are the most under-

used and helpful creatures on earth.

5. Brainstorm. Get out your lined notepad and jot down every

and any thing that comes to mind. No filter. This inception stage

needs to be massaged by ideas from any source, so consider

having a meeting with trusted colleagues, sit them down with a

paper and pen with the subject written at the top of the page. Give

five minutes without speaking and in point form only, jot down

the thoughts that arise. Then, allow each person to tell the others

– you may end up with 40-50 points. Then, use the tried and true

D & E Formula (the discard and embrace method). Discard ideas

that are unworkable and embrace the half dozen that will work

and build a full concept from a base of ideas that can be used.

6. Site inspection. No planner worth their salt would ever

plan an event without visiting the venue first to learn about its

positives and negatives. A few of the many points to consider:

length and width of the venue, ceiling height, as well as the low-

est ceiling point, check on power as well as entrances, exits,

ramps and parking access and facilities, inspect the kitchen and

equipment. Fail to plan? Then plan to fail. So do your homework

and you’ll be ahead of the game.

7. Measurements. Knowing the size of the room and height

of the ceiling will determine the scale of props, decor and audio-

visual. Share information with technicians, and so on.

8. Get attention. The room will need a few key elements

to make it impressive, and it is just as important to know what

to leave out. Therefore, one or two props will likely be heavily

featured throughout the decor rather than have a mismatch of

individual units.

9. Themed decor. Colour and mood are two important

components of themed decor, so take the time to choose wisely.

Whatever creative path you choose to run down, remember

these nine ideas when constructing that plan and you will no

doubt reach your destination and, best of all, probably have some

fun along the way.

November ’09 11ThePLANNER

Chiros in question Down UnderA recent Aussie study found that visiting a chiropractor for a

bad back is a waste of time and money as spinal manipulation

will not cure aches and pains. The researchers Down Under

looked at the difference in recovery from lower back pain after a

variety of treatments, including painkillers and manipulation.

They used 240 volunteers who had seen their doctor with lower

back pain and gave them anti-inflammatories and spinal manipu-

lation or a fake treatment. The results showed no difference in

recovery times and in all cases the symptoms lasted for about

nine days. The study’s main author, Mark Hancock of the Back

Pain Research Group at the University of Sydney, said there is no

need for non-steroidal anti-inflammatories or a chiropractor if

patients receive good advice and take ordinary painkillers.

Quick… I smell gas!Some Chicago researchers recently won an Ig Nobel award

from Harvard University for their unique patent – a bra that can

be turned into two protective face masks, one for the wearer and

one for whoever else may need one.

Each of the bra’s sections is fitted with a filter device, meaning the

wearer can whip it off and detach each section to fit it over the face.

The Ig Nobels are a parody of the prestigious Scandinavian awards

and were announced just before the real Nobel Prizes in early October.

On the Web: http://improbable.com/ig

Tired of the rat race? Check into the Hamster Hotel

In 2004, Time Magazine called Nantes, France “...the most

livable city in Europe.” Now, Nantes is appealing to both people

and, apparently, “hamsters.” Well, actually, the Villa Hamster

offers guests the very unique opportunity to leave humankind

behind and live the life of a rodent. Its website asks the those

who have a fondness for woodchippings and fur costumes, “Is it

possible to put myself in the place of my hamster?”

Apparently, it is. Tucked away in a centuries-old building is a

compact space of 18m2 that has been designed to warm the heart

of any large “rodent.” Authentic facilities include containers of

grain, a water tube which guests can sip and a double bed acces-

sible only by a step ladder and a quick climb on all fours. The

highlight is a 2-metre wide metal wheel in which residents

(maximum two) can take turns, side by side if they so desire.

Since opening in early November, the Villa has been deluged

with requests for visits. So far, most people seem to be hamstering

it up on one-night stays, often as a present from a friend. Business

is so good they will be raising the rate from the current 99 Euros

($157 CDN) to 150 Euros (CDN $238) and owners Yann Falquerho

and Fréderic Tabary plan to open one in London, England. In addi-

tion, the Nantais duo are considering another bold creation: an apart-

ment which aims to take occupants “back to their origins” by using

lights and sounds to make you feel as though you are in a uterus.

On the Web:

www.uncoinchezsoi.net/#/villes/nantes/la_villa_hamster/

12 November ’09The PLANNER

edVentures Fredericton namedInnovator of the Year

edVentures Fredericton, developed by Fredericton Tourism,

recently won the Innovator of the Year award at the National

Tourism Excellence Awards hosted by the Tourism Industry

Association of Canada (TIAC).

“This national award will get the attention of tourism opera-

tors, meeting planners, and travel media across North America.

edVentures Fredericton will hopefully encourage conference del-

egates to come early or stay longer in Fredericton. It’s also a fan-

tastic companion program idea,” said Wendy Bradley of Rendez-

Vous Fredericton.

David Seabrook, manager of Fredericton Tourism is pleased at

the development of the innovative program.

“When we set out to develop edVentures Fredericton,

Fredericton Tourism had the goal of creating a national class pro-

gram. This recognition from our peers in the national tourism

industry is validation of our efforts and proof that we’ve created

something truly innovative and unique,” he said.

edVentures Fredericton is an innovative approach to the fast-

developing experiential tourism trend. This program of weekend

and week-long learning vacations in craft and culture, launched

the summer of 2008, is the largest in Atlantic Canada and the

second largest in Canada.

The idea is a partnership between Fredericton Tourism and

the cultural sector of Fredericton. It leverages numerous

resources and is telling a story of Fredericton as a culturally

dynamic space for planners and the world to experience.

edVentures Fredericton’s principle partner is the New

Brunswick College of Craft & Design (NBCCD) and also includes

partnerships with the Beaverbrook Art Gallery, UNB College of

Extended Learning, and Kings Landing Historical Settlement.

“The New Brunswick College of Craft and Design is thrilled

that edVentures Fredericton has received national recognition!

edVentures Fredericton’s success reinforces the stature of

Fredericton as one of Canada's leading cultural capitals, and sup-

ports the College's vision to become a centre of excellence in

post-secondary visual arts education, and a key resource within

the provincial culture sector,” said NBCCD Principal Michael

Maynard.

edVentures Fredericton is entering its third year of operation

with over 120 workshops offered as five weekdays, and one or

two-day weekend formats ( July 5 – Aug 20, 2010) by more than

60 of New Brunswick’s finest artists as instructors. Class sizes are

small and intimate, giving students a one-on-one personal expe-

rience with an instructor. Most workshops are designed for adults

but several children’s workshops are available.

On the Web: www.edVentures.ca

Facebook: www.facebook.com/edVenturesFredericton

Special tree for Claridge’sWhen you are special, you need someone special to design

your Christmas Tree. And so Claridge’s, London’s iconic Mayfair

hotel, will have their Christmas tree designed by John Galliano

for Dior. The tree will feature sparkling leaves and orchids in

silver, white and blue, as well as crystal, making the tree look

frozen. Galliano’s creation will be unveiled in the lobby of the art

deco-designed hotel on December 1.

It is the first time in the 112-year history of Claridge’s that it

has worked with a famed fashion designer on its Christmas tree.

On the Web: www.claridges.co.uk

Canada EatsThe Globe & Mail say, “Don’t leave home without it.” No, it’s not

your Amex card, it’s Where to Eat in Canada, a guide to Canadian

restaurants by Anne Hardy. This independent guide covers restau-

rants from coast to coast and reviews and rates more than 500

eateries in more than 200 cities, towns and villages across the

country. All reporters were incognito so as not to curry favour or

special treatment from the restaurant staff or owners, and no pay-

ment was taken for the listings. As the book proudly claims:

“Nobody can buy his way into this guide and nobody can buy his way

out.” It is published by Oberon Press, a company operated and

owned by Canadians that publishes only books by Canadian writers.

On the Web: www.oberonpress.ca

Something to wine about?Ontario is changing the game when it comes to producing

Canadian wine. Through a series of regulatory and tax changes,

local producers are now being encouraged to make their wine

entirely from domestic grapes.

The change is geared to affect wines branded “cellared in

Canada” which, despite their name, are required to include only

30 percent local grapes. Ontario will reduce the tax cuts currently

afforded to those CIC wines as early as 2010 and will increase its

support for Vintners Quality Alliance (VQA) wines, which are

made entirely of Ontario grapes and are produced by the 108

wineries in the province.

Ontario will also raise the minimum requirement for Ontario

grapes in CIC wines from 30 percent to 40 percent for five years,

the length of time it takes for new wines to mature. After five

years, the requirement will be done away with. Interestingly, pro-

ducers could make CIC branded wines with 100 percent foreign

grapes if they chose, but they would pay a higher tax rate.

The Ontario government will work with local winemakers

to improve labelling on both the bottles and in Liquor Control

Board of Ontario stores to help push VQA wines as the lone

local option.

The Ontario push for more local wine comes after the recent

move by Canada’s other major wine-producing province, British

Columbia, where it vowed to move CIC wines off shelves dedicated

to local products in its liquor stores.

November ’09 17ThePLANNER

Quebec has a lot to offer in the winter

Why go to Charlevoix?Q: Why should Planners select this region for their meetings

this winter and what makes it special and/or differentiates it

from other regions?

Besides finding oneself in a unique location here in Eastern

North America – a UNESCO World Biosphere Reserve, no less –

planners visiting Charlevoix are welcomed to an area where over

the centuries hospitality and fine dining have become a long-

standing tradition. Tourism-related service providers possess the

very latest in communication technologies. And while some are

able to accommodate larger conventions, others definitely can

meet the special requirements of smaller groups.

Q: What are your region’s statistics e.g. number of rooms

and meeting rooms, alpine & cross-country ski trails, snow-

shoeing, snowmobiling, dog-sled activities, and so on?

Charlevoix’s lodging includes 2,700 rooms tucked away in

country and small town settings, with something for every budget

and every level of comfort. From its mountainous back country to

the shores of the mighty St. Lawrence River, tourism-related prod-

uct and service suppliers offer a strong line-up of four season

activities. Snow sports enthusiasts appreciate the proximity of

several ski areas, including Le Massif de Charlevoix and Mont

Grand-Fonds. The region also boasts the largest snowmobile trail

networks and is generously blanketed under 600+ cms of snow

every year! As well, visitors can enjoy winter sea kayaking,

dog-sledding, ice climbing… to name but a few of the leisure

activities. For those who prefer warmer pastimes, numerous art

galleries and boutiques, a casino, clubs and spas are all attractive

options in Charlevoix.

Q: Logistics and transportation: How do we get there, what

modes of transportation are planners offered?

Located only an hour’s drive from Jean-Lesage International

Airport in Quebec City, Charlevoix is increasingly more accessi-

ble from North America and Europe’s larger urban centres in

winter or summer. From Quebec City, planners may opt to travel

by coach or choose the freedom of driving their own rental cars.

On the Web: www.tourisme-charlevoix.com

Quebec is one of the most invigorating provinces in Canada in

winter with its breathtaking views and landscapes covered with

immaculate snow. It is as dynamic as it is beautiful with all the

activities groups can benefit from while being there for a meeting

or an event. Planners can have easy access to La Belle Province

by plane, train or automobile. The regions of Quebec are full of

great resources and they deserve to be introduced to planners as

winter approaches. Regional Tourism and Convention Bureaus

contributed to this month’s edition of The Planner to inform you

about what great winter activities their region has to offer to your

groups and how easily you can do business there.

Event organizers looking for the complete package have found

the destination for their next event in the Outaouais region.

Whether you would like your delegates to commune with nature

in a tranquil setting or you would prefer a more urban getaway

without the big city headaches, the ideal location for your next

gathering is definitely the Outaouais region!

Located just a few minutes from Ottawa, the Nation’s Capital,

the Outaouais region is a mesmerizing blend of urban lifestyle and

countryside escapes. You can combine cultural events and the

great outdoors in any season, and top it off by sumptuous regional

cuisine for the most discerning palates! The Outaouais region,

with its endless activities, will easily fulfill any client’s desires!

WHY CHOOSE THE OUTAOUAIS REGION?

The Outaouais’ meetings and conference industry has always

seamlessly adapted to the changing demands of the market. Since

it can offer a wide range of products (hotels, restaurants, meeting

or conference rooms of all sizes, etc.), the destination can satisfy

every requirement that group organizers may have: from the

smallest to the largest event budgets, from intimate locations to

ballrooms, from countryside serenity to urban rhythms, their

team of dedicated specialists proudly caters to everyone.

Because there’s more to events than meeting rooms, they also

suggest numerous activities including team building, and help

you discover our scenic destination.

Planning an event in the Outaouais region also means to

humanize it. What other destination features a waterfront hotel

right in the city, a variety of cultural and historical establishments,

all just a stone’s throw from Ottawa? Their first-rate infrastructure

gives you the opportunity to host your meeting in the downtown

core early morning, complete with a moonlit outing in renowned

Gatineau Park. Their extensive offerings are crowned by

legendary hospitality and bilingual hosts.

NUMBERS IN THE OUTAOUAIS REGION:

• Over 20 fine dining establishments, including one CAA-AAA

rated Five Diamond

• 212 meeting rooms, totalling 406,653 sq. ft.

• Eight national museums

• More than 30 hotels, including two 5-star hotels

• 500 kms of cross-country skiing and snowshoeing trails

• 2,527 km of groomed snowmobile trails

• Over 560 members of the tourism industry eager to welcome you

AN IDEALLY LOCATED DESTINATION

Planning a trip to the Outaouais region is always simple, since

all the major modes of transportation lead to the destination:

• By car or by bus, only two hours from Montreal

• By plane, through Ottawa Macdonald-Cartier International

Airport, or through the Executive Gatineau-Ottawa Airport (for

smaller planes only)

• By train on the VIA rail network from most major Canadian cities

Furthermore, the meeting specialists at Outaouais Tourism

propose many additional services to assist you in the successful

planning of your special event. Lean on them to simplify your life.

Among other services, they can analyze your overall needs, assist

in getting various quotes from local businesses, help you with

ideas and organization of your theme night, provide references

for your suppliers and suggest pre- and post-event activity and

spousal programs.

Summer or winter, there are thousands of reasons to choose

the Outaouais region. Visit their website for more information on

a unique and special destination for planners.

On the Web: www.outaouaismeeting.com.

18 November ’09The PLANNER

The Eastern Townships is

an ideal venue for business

meetings. Whether you’re

planning a small gathering or

a convention with hundreds

of attendees, you’ll enjoy the

invigorating ambience of the

region - just the thing to fire

up those neurons!

Situated less than an hour

south of Montreal, the Eastern

Townships offers a wide

range of accommodation and

activities. Nature and culture

combine to create a unique

experience in a breathtaking

setting.

The mountains will win

your heart! The lofty peaks

(they average 1,000 metres

above sea level) and majestic,

glacial lakes, are among the

most iconic images of

Quebec.

The accommodation

ranges from country inns to

full-service hotels, comprising

a total of around 3,800 rooms

and some 200 meeting

spaces, tailor made to your

requirements.

You can relax in theEastern Townships

The Outaouais: where everything is possible

The Fairmont Château Montebello is a favourite hotel in the Outaouais.

CONTINUED ON PAGE 21

November ’09 19ThePLANNER

This winter, enjoy the air in Lanaudière!Come discover the region of

Lanaudière, a vast winter playground

in a stunning natural setting. Situated just

north of Montreal, between the Laurentian

and Mauricie regions, Lanaudière is quickly

and easily accessible via Autoroutes 40

and 25. Bordered in the south by the St.

Lawrence River, Lanaudière extends in the

north to the Laurentian Shield, covering a

total area of 13,537 sq. km. Often called

“the green region,” Lanaudière feels like

Quebec in miniature with its great variety

of towns and landscapes.

This magnificent region gives you

access to some magical winter scenery of

forests and mountains cloaked in a deep

mantle of snow. Here, daily life goes on in

peaceful harmony with the well-preserved

environment. There is so much for the

visitor to do and enjoy, and a welcoming

smile is never far away. The climate is

ideal for winter sports and other activities,

with an abundant snow covering that

never disappoints.

Winter in Lanaudière is a place of end-

less fun. Enjoy skating on the longest river

rink in Quebec, or snowshoeing, cross-

country skiing, downhill skiing, sliding on

tubes, snowmobiling, ATV driving, dog-

sledding or simply cutting your own

Christmas tree… there’s something to

please everyone.

The Lanaudière region is indisputably

snowmobiling country with its 2,300 kms

of safe, well-groomed trails. Annual snow

coverage is truly outstanding, guaranteeing

visitors endless days of trail-riding pleas-

ure in superb conditions.

The Lanaudière snowmobiling map has

10 recommended circuits that span the

region:

4 itineraries of less than 200 km

6 itineraries of more than 200 km

Lanaudière offers more circular snow-

mobiling itineraries – local, regional and

inter-regional – than any other part of

Quebec. And something else snowmobilers

appreciate is the ease of access to services

such as gasoline, restaurants, lodging, etc.

Consult their website www.snowmo-

bilecountry.ca/en. Here you can plan

your personalized itinerary using our

interactive map, find out where to get the

material you’ll need or order a copy of

their regional snowmobiling map.

Numerous scenic trails criss-cross

Lanaudière, some outstanding ones being

in Mont-Tremblant National Park and at

Montagne Noire in Saint-Donat. Trails are

groomed daily, ensuring top-quality riding

in all of nature’s splendour.

At the end of a day filled with action

and magnificent sights, it’s time to relax

the way you want – perhaps in front of a

log fire in a cozy country inn, where you

can enjoy a delectable meal in a friendly

setting. You may even like to sample a spa

experience and a good massage or other

relaxing health treatment.

For more information on the

Lanaudière region, call 450 834-2535 or

1 800 363-2788, or visit their website at

www.lanaudiere.ca. This winter, with the

family or in a group, come enjoy the air in

Lanaudière!

A spectacular view of the Lanaudière region. (Photo by Christian Rouleau, Tourisme Lanaudière)

20 November ’09The PLANNER

The Laurentian region offers more

than 3,200 rooms plus 205 meeting

rooms from a number of diversi-

fied and well-known establishments: holi-

day resorts, hotel chains, inns with fine

dining, and outfitters. More than half of

these places are classified 4 or 5 stars.

From standard rooms to luxurious suites,

not to mention up-market condos, the

Laurentians has the variety you need to

ensure your comfort.

Located to the north of Montréal, not

far from Pierre-Trudeau Airport via major

highways, the region abounds in magnifi-

cent landscapes full of natural charm and

lively villages. The personnel is attentive,

welcoming and bilingual. There are 1,374

restaurants, from gastronomic tables to

continental cuisine, with menus offering

fine regional produce or internationally-

inspired meals, there’s a dazzling variety

of flavours to choose from.

The region is also remarkable for the

grand variety of activities on offer in both

winter and summer. And that’s just as well,

since teambuilding and group activities

are an important part of the planning

done by those planning a sales, team or

strategic planning meeting.

For some it’s even a decisive factor

when choosing a destination or facility.

That’s why establishments in the

Laurentians provide not only restaurant,

lodging and conference services but lots of

activities as well. Here are some examples:

Manoir Saint-Sauveur works in part-

nership with Mont Saint-Sauveur

International, which is literally able to

rent an entire mountain in exclusivity to

corporate groups, either on the ski slopes

or the tube slides.

At the Tremblant resort, it’s not only

snow sports that are featured; you can also

vault from one tree to the next with

Acrobranche. Try this at night wearing a

headlamp.

Wyndham Cap Tremblant has more

than 200 acres of land on which you can

go dogsledding.

After a day of meetings, Le Grand

Lodge Mont-Tremblant invites you to a

friendly game of broomball followed by a

campfire. At the Château Beauvallon, as

you sit around the bonfire, they’ll prepare

their special coffee and a “smore.” As for

the Auberge du Lac Morency, it’s a torch-

lit parade equipped with snowshoes as

you head out for a forest campfire.

For less adventurous groups, Hôtel Le

Chantecler in Sainte-Adèle invites you to

take a sleigh ride from the hotel into the

nearby forest, with a stopover by a nice

bonfire with a cup of hot chocolate or

glühwein in hand.

L’Hôtel-Spa-Restaurant L’Eau à Bouche,

renowned for the quality of its fine cui-

sine, created a new facility three years ago

by opening a Nordic Spa. The Spa can be

reserved by groups in exclusivity.

The success of a business meeting also

depends on the type of activities offered.

For more suggestions, contact Tourisme

Laurentides at 1 800 611-8532 ext. 233

or by e-mail at: helene.prudhomme

@laurentides.com

The Laurentians: Their decor, your meeting!

On the Web: www.laurentides.com

Boost your team spirit in The LaurentiansIt’s a wonderful place to do teambuilding activities

A dogsled ride is an incredble experience in the Laurentians. (Photo courtesy of Laurentians Tourism)

The Laurentiansoffer a variety of amenities toguarantee the

comfort of delelgates at aconvention or

meeting.

NOT ALL WHO WANDER

ARE LOST.J.R. TOLKIEN

November ’09 21ThePLANNER

Need a Lifeline?WE’VE GOT IT... a totally customized on-line system designed by a Certi�ed Meeting Professional who understands that today’s meeting planners need more than a template solution!

We’re YOUR lifeline when it comes to on-line registration.

Try our demo @ www.leafsolutions.ca

(867) 633-5269

These establishments provide business travellers all sorts

of modern facilities – fitness centres, swimming pools, spas

and meeting rooms (of every size) equipped with state-of-the-art

technology.

There’s a choice of very different locations. Choose between

the bustling heart of downtown, the bucolic calm of the country-

side or a beautiful, peaceful lake. After the work is done, earn

brownie points from your clients and colleagues by encouraging

them to discover the many charms of the Eastern Townships!

Few activities are more relaxing than chilling out at one of our

spas. Whether you like being pampered in the luxury setting of a

hotel, or prefer the more invigorating experience of a Nordic spa,

you’ll discover the perfect formula to cope with the daily grind.

Another way for giving your meeting a unique touch, is

to organize an activity in the outdoors – something that will

energize participants, boost their brain cells and enhance their

creativity! Whether you opt for cross country skiing, snowshoeing,

alpine skiing, dog sledding or equine activities (sleigh ride

anyone?), you’re sure to find something that will please the

participants.

And if you really want to impress your colleagues, clients and

guests, why not offer them a special gift from the Eastern

Townships? Surprise them with a product from one of the

region’s wineries, a whiff of lavender, a honey-flavored treat or a

sweet confection whipped up by a local chocolatier.

The region’s proximity to Montreal, the diversity of accommo-

dation, the peace and quiet, excellent value for money, a relaxing

ambience - not to mention a great choice of activities, no traffic

jams and free parking - are just some of the many reasons to hold

a business meeting in the Eastern Townships. Get away from it

all and enjoy working in a stress-free environment.

To learn more about the Eastern Townships and the wide vari-

ety of hotels and activities that are geared to a business clientele,

please visit their website: www.easterntownships.org, then

click on Meeting Planners and download the PDF factsheet.

You can also complete and send a Request for Proposal (RFP)

online to various establishments around the Eastern Townships.

This will generate a personal response so can you can discuss the

specifics of your next meeting or conference.

The Townships

An impressive ski run at Owl’s Head in the Eastern Townships.(Photo courtesy of Tourisme Cantons de l’Est)

CONTINUED FROM PAGE 18

The Happiness Project

www.happiness-project.com

Gretchen Rubin wanted to be happy,

but she realized she never thought about

happiness. So she decided to do a happi-

ness project and the result is this interest-

ing website that tests happiness tips and

formulas and lets its readers know the

scoop on them. It may sound cheesy, but

35,000 people subscribe to the blog and

26,000 get the monthly newsletter, so

obviously someone is paying attention.

Every Wednesday, Rubin posts a list of

tips about how to be happier, and this

former lawyer is certainly in a unique

position to postulate about needing more

happiness in the world.

Website of interest

22 November ’09The PLANNER

Spam 200, Editor 1Icame to work today and did what I do most other days; I said

hello to a few of my colleagues, hung up my jacket and started

using my computer. Years ago, I automated my Mac so it turns on

at 8:30 a.m. so that when I arrive it is ready to use without

wasting time booting up – time is money our publisher always

says and he is certainly right about that.

Like most of the civilized business world, I check my e-mail

first thing, in case there are any challenges or revelations there

that need to be dealt with first. And there it was. The number… 200.

No, it wasn’t a monetary amount. Nor was it the number of ads The

Planner has sold this month. It was just the exact number of spam

– junk e-mail messages – I had received since the day before.

You might have the attitude of “Who cares? Everybody gets

spammed.” And this is precisely the point. According to spam-

laws.com, spam accounts for 14.5 billion messages globally per

day, or approximately 45 percent of all e-mails. Some research

companies estimate that junk e-mail makes up an even greater

portion of global e-mails, some 73% in fact. The United States is

the number one generator of junk e-mail, with Korea at number

two. Just think of the time wasted simply deleting those

spam messages – no wonder global productivity is down!

According to the spam entry in Wikipedia, e-mail spam has

steadily, even exponentially, grown since the early 1990s to

several billion messages a day. The total volume of spam (over

100 billion emails per day as of April 2008) has leveled off slightly

in recent years, and is no longer growing exponentially.

The amount received by most e-mail users has decreased, mostly

because of better filtering. About 80% of all spam is sent by fewer

than 200 spammers (Coincidence? I think not!).

Botnets – networks of virus-infected computers – are used to

send about 80% of all spam. Since the cost of the spam is borne mostly

by the recipient, it is effectively postage due advertising. That’s the

best way to eliminate spam – make the senders pay more to send it.

I believe planners should join in the fight to eliminate spam.

So, consider lobbying your association or company to petition

companies using spammers for their organ growing or erectile

dysfunction products and the like. Planners have a voice in this

Internet wilderness, but we need to shout, “No more spam!”

In this way, I will at least have sent ONE glancing blow back

to the people who perpetuate the costly spamming madness.

Spam 200, Editor 1.

Leo Gervais

- Commentary -

November ’09 23ThePLANNER

Tea and the secrets of staff trainingBY JEFF MOWATT

Staff retention a concern? Consider this scenario: Imagine

you’re a front-line employee working at a mundane job. It’s

so boring you simply go through the motions. You’re on autopi-

lot, counting the hours and minutes until your shift is over and

you can go home and do something you enjoy. Or you stick with

the job only until something that's more interesting or pays more

comes along. Then you’re gone. In that dismal scenario, managers

resign themselves to the belief that there’s always going to be

high front-line turnover. They don’t bother training employees

because they’re just going to quit anyway. Continuing with that

line of thinking, these managers and supervisors assume that the

only thing that’s going to motivate employees to stick around is

to pay them more. Unfortunately, customers dealing with bored

employees feel absolutely no loyalty to the company.

Consequently, revenues are down and wages keep costs high.

Not exactly a formula for success.

THE CUP THAT SATISFIES

Today’s employees do indeed want something more – and it

isn’t just money. According to the landmark studies in employee

motivation spearheaded by Dr. Kenneth Kovach at George Mason

University, the number one motivator for employees is interesting

work. The question is how to turn a potentially boring job into

something interesting. I think the answer lies in the tea ceremony.

Serving tea becomes an art when served with an attitude of

quality, mindfulness, and service. Practitioners of the tea ceremony

don’t just read a manual and then get certified; they train for

years under the guidance of a master. They immerse themselves

in the art, so much so that it becomes a form of moving medita-

tion or Do-Zen. Like a good martial artist, they have the attitude

of humility. They know that no matter how advanced they may

become, they can always improve. What it all boils down to (bad

pun) is that the most effective way to motivate employees is

through on-going training.

Interesting tidbit: Fortune magazine did a survey of the “100

Best Companies to Work For.” The number-one factor that people

considered when choosing a company? Professional training.

CHANGE IT TO SPICE TEA

The kind of front-line training I’m referring to is not the

standard approach where managers dictate policies: list the

things employees can’t do, and then teach them the technical

aspects of the job: how to do the paperwork, run the cash regis-

ter, make the deliveries, etc. Oh, yeah, and be nice to people

(which often, by the way, means that employees address

customers as Sir or Ma’am, a practice that’s guaranteed to offend

rather than flatter some customers). That’s not the kind of training

that motivates employees.

I’m talking instead about providing training with spice –

equipping them with communication skills that lead to stronger

customer loyalty and increased spending per customer. It makes

the job of interacting with customers a craft, requiring focus,

quality, and attention to detail. In other words, the right kind of

training makes even the most mundane work interesting.

THE CONSISTENCY OF TEA TIME

One workout in a lifetime is going to do more harm then good

because there is a high risk of injury and the overall improvement

in performance will be negligible. Similarly, a one-time training

session for employees is likely to just raise their expectations and

eventually annoy them-especially when, without reinforcement

and support, everything reverts back to the way it was before the

one-time training. We need to convert training from being an

event into an ongoing process.

That’s why I recommend that managers look at customer

service training as a two-phased approach. Phase one is profes-

sional training that equips employees with the subtleties of serv-

ice that make work more interesting. Once that new foundation

of knowledge is established, then in phase two managers conduct

their own monthly 90 Minute CAST™ (Customer Service Team)

Meetings. The learning, therefore, shifts from being a one-time

event to an ongoing process. The fascinating and sometimes frus-

trating art of enhancing customer perception is that there’s

always room for improvement. That makes even the most seem-

ingly mundane jobs much more interesting. From the moment

our clients conduct their first CAST™ Meeting, they notice the

emergence of a much more motivated and engaged workforce.

So do their customers!

The irony when it comes to training employees is that a lot of

managers believe they can’t afford to train employees because

they have high turnover. The truth is they have high turnover

because they aren’t providing ongoing education or growth for

their employees. Employees don’t quit jobs when they’re over-

worked. They quit jobs when they’re bored - or worse; when they

are being paid enough to physically show up but have mentally

moved on. Everyone loses. As a business leader, you have the

opportunity to elevate your enterprise from merely being a place

where employees go to earn a living, to a place where employees

satisfy their innate need to learn and grow. That’s a learning

organization where the flavour of work is like well brewed tea...

richer and more satisfying for everyone.

• • •

This article is based on the critically acclaimed book Becoming a

Service Icon in 90 Minutes a Month, by customer service strategist and

professional speaker Jeff Mowatt.

To obtain your own copy of his book or to inquire about engaging

Jeff for your team, visit www.jeffmowatt.com or call 1.800.JMowatt

(566.9288).

24 November ’09The PLANNER

Ed. Note: All dollars figures in Canadian currency unless

otherwise stated.

Here’s a new twist on luggageUnited Airlines is offering a new subscription service called

Premier Baggage which will allow United passengers to pay an

introductory price of US$249 a year for the right to check two

standard bags on any United Flight, including United Express.

UA’s current domestic checked baggage fees are US$15-$20 for

the first checked bag and US$25-$30 for the second. The service

also covers baggage fees for up to eight companions who are

traveling under the same confirmation number as the subscriber.

On the Web: www.united.com

Questex seeks bankruptcy protectionQuestex Media Group Holdings has filed for Chapter 11 in the

U.S., a chapter of the United States Bankruptcy Code, which per-

mits reorganization under the bankruptcy laws of the United

States and is used most prominently used by corporate entities.

Questex owns 28 trade shows and conferences, including

International Esthetics, Cosmetics & Spa Conference Las Vegas,

International Beauty Show New York, Luxury Travel Expo and

Incentive Travel Exchange. The company also owns 23 publica-

tions and 150 websites.

On the Web: www.questex.com

Demotivation Show?Total exhibit space at this year’s recent Motivation Show in

Chicago, Ill. was down by one-third, according to Pete Erickson,

president of Hall-Erickson, the show’s organizer. Attendee regis-

tration totaled 9,131, a 13 percent decline from 2008. Erickson

said he was pleased with the decline in that “…most trade shows

have been down significantly more.” The final attendance num-

bers for the show should be available in November.

On the Web: www.motivationshow.com

Pearson forced to chop landing feesIn a move sure to please its longtime critics, Toronto’s Pearson

International Airport is cutting its landing and terminal fees

charged to airlines by 10 percent. Even with this significant slash-

ing of fees, it remains the most expensive airport in the world to

land at for an airplane. The Greater Toronto Airports Authority

recently said the $58.4 million in annual savings for airlines will

take effect Jan.1, 2010. Fees were also trimmed in 2008 and 2009,

but now a Boeing 737 arriving at Pearson will pay $2,100 in land-

ing fees and $1,000 in terminal fees, down from $2,400 and

$1,200 respectively, for 2007.

On the Web: www.gtaa.com

Montréal’s culture is good for business Montréal’s famous culture is paying off: A new economic

impact study by the Board of Trade of Metropolitan Montréal

revealed the city’s cultural sector generates spinoffs totalling $12

billion, including $8 billion in direct spinoffs. In 2008, there were

more than 96,000 direct jobs created in the cultural sector.

WestJet and Air France-KLM strike a deal

In what is being called an “important strategic move,” Canada’s

second largest carrier WestJet has struck a deal with Air-France-

KLM that lets passengers board the European carriers’ planes and

travel to a final destination in WestJet’s Canadian network with a

single ticket.

The interline agreement could lead to a full code-share deal, in

which the airlines sell seats on each other’s flights and provide

participating carriers cheaper and easier access to new customers.

Connections will be made through WestJet’s Calgary and

Vancouver gateways and the airline plans to expand the arrange-

ment to its entire Canadian network.

On the Web: www.westjet.com

Caribbean ferry looks to operatedaily in under-served market

Want to cruise de islands, mon? Take de ferry.

A new ferry that aims to serve Barbados, St. Lucia, Trinidad,

Grenada and St. Vincent is expected to start operating daily by

late October, according to Grenada-based BEDY Ocean Line.

Prices will range from US$120-$140 and the longest trip will last

up to four hours. Between 260 and 300 seats will be available on

each ferry and passengers will be allowed to carry two 60-pound

suitcases without charge, and alcohol will be prohibited on board.

The announcement came as travelers face pricier airline tickets,

increased baggage restrictions and canceled flights by regional

carrier LIAT due to wage disputes.

Americans came north in September U.S. residents increased their travel to Canada in September,

while Canucks took less trips down south compared to August.

Statistics Canada reported that the overall number of trips

to Canada from abroad increased 1.6 percent to two million while

the number of trips by Canadian residents abroad decreased

1.7 percent to just less than four million.

Travel by American residents increased 2.1 percent in

September to nearly 1.7 million trips.

Although overall travel from residents of overseas countries

was down 1.3 percent in September compared with August, trips

by Italian residents increased 6.2 percent.

The 1.7 percent decrease in travel abroad by Canadian

residents was primarily the result of 2,1 percent fewer trips to the

United States.

November ’09 25ThePLANNER

December 3MPI Toronto Chapter20th Annual Holiday Gala. Conference Centre at theInternational Centre, Mississauga, Ont.Contact: www.mpitoronto.org or (905) 567-9591

December 17CanSPEPCanSPEP Holiday Party. Hotel Novotel Toronto Centre,Toronto, Ont.Contact: www.canspep.ca or (905) 868-8008

December 25 - Christmas Day

January 1 - New Year’s Day

January 13 2010The PlannerConference and Business Speed Dating – Trends 2010, Centre Mont-Royal, Montréal, Que. Contact : www.theplanner.ca, (514) 849-6841 ext. 331

January 28 2010 (Day)CSAE Ottawa-GatineauTête-à-Tête, the premier event for association leaders,Westin Ottawa, Ottawa, Ont. Free.Contact : www.csaeteteatete.ca

January 28 2010 (Evening)MPI Ottawa/CSAE Ottawa-GatineauAnnual Charity Auction and Dinner, Canadian Museum ofCivilization,Gatineau, Que. Contact : www.mpiottawa.com or (613) 254-5653

February 20-23 2010MPI internationalMeet Different, Cancun, Mexico. Contact : www.mpiweb.org/events/md2010/home.aspx

• • •

Do you want to publicize your event? Please send us ane-mail message at: info@theplanner.ca

LEVEL: EASY Solution, page 26

LEVEL: INTERMEDIATE Solution, page 26

Fill each square with a number from 1 to 9 so that everynumber appears only once in each row, column and cell.

SOME SUDOKU RESOURCES ON THE WEB:• www.websudoku.com •www.sudoweb.com•www.dailysudoku.com •www.sudokupuzz.com

SudokuSponsored by Magnan’s

MONTRÉAL’S RITZ OPTS FOR TOTALINTERIOR DEMOLITION

The $100-million makeover at the Ritz-Carlton Montréal is

going to take a little longer than expected.

General Manager Andrew Torriani said recently an unforeseen

problem has pushed back the completion date to December

2010. The 97-year-old structure was originally slated to reuse its

inside walls in reducing the 229 former guest rooms and suites to

130. That plan has now changed to include taking out all the

walls from the ninth floor down.

In September 2007, it was announced that the grand lady of

Montréal hotels would construct an eleventh floor, a new wing

and 35 condo-residences and 15 apartment suites. The project

was supposed to take 15 months to complete after the hotel

closed in the summer of 2008. Then this past January, Torriani set

a new March 2010 reopening for the change in wall demolition

that he said, “… means more time rather than more money.”

The new luxury condos, selling for a cool $1 million each,

have sales that, “…are outstripping the pace for that market,”

according to Torriani, although he declined to say how many

have been sold. But he did add that 2011 bookings were solid.

On the Web: www.ritzmontreal.com

YOU KNOW IT’S TOUGH WHEN…The renowned Four Seasons Hotels and Resorts has extended

its Meetings with More package, with the promotion now

available at all Four Seasons properties for new meetings booked

before March 31, 2010 and held by Oct. 31, 2010. The package

includes complimentary daily continental breakfast, a 10 percent

banquet meal discount, free Internet access in guest rooms and

general meeting rooms, one free guest room for every 30 room

nights, no penalty for up to 25 percent attrition up to seven days

before arrival and a 10 percent credit on the next group program

booked at any Four Seasons.

On the Web: www.fourseasons.com

EXHIBITION PLACE AND HK HOTELS MAKE A DEAL

If you work in Toronto, watch for a new hotel on the city’s

fabled skyline.

An agreement with HK Hotels for a 320 room, 26-storey glass

tower located south of Direct Energy Centre and adjacent to the

new Allstream Centre was recently unanimously approved by the

Board of Governors of Exhibition Place.

The two centres comprise the largest exhibition and convention

complex in Canada.

Some key design elements of the project:

• Hotel to be a year-round attraction, with resort-style amenities

• Extensive green areas

• Parking will be accommodated underground for 400 cars with

two access ramps

• Committed to Toronto Green Standard for New Construction

and LEED Silver rating

On the Web: www.hkhotels.com

On the Web: www.explace.on.ca

26 November ’09The PLANNER

ANSWER EASYSUDOKU PAGE 25

ANSWER MEDIUMSUDOKU PAGE 25

QUIZ QUESTION OF THE MONTHCopyright:

Do you copy it right?

1. Since newspapers are in the public domain, it is not neces-

sary to pay licence fees when photocopying articles in order

to produce press reviews.

True or false?

For any question regarding copyrights, please contact:

Companies/organizations located in Quebec: Copibec, the

Quebec copyright licensing agency at info@copibec.qc.ca /

www.copibec.qc.ca.

Companies/organizations located in Canada (outside Quebec):

Access Copyright, the Canada copyright licensing agency at

info@accesscopyright.ca / www.accesscopyright.ca.

1.FALSE.In Canada,a published work is protected by

copyright until the end of the 50th year following the death

of its author or last remaining contributor (for collaborative

works).After that period ends,the work is considered to be

in the public domain.Like all works that are “fixed in any

material form”,newspapers are published works that are

protected by copyright.It is therefore necessary to obtain

permission and pay licence fees (royalties) before producing

a press review.