“You think this a free ride? You want to play, you got to pay!” Bruce Springsteen
We get a lot of interesting messages sent to SEMpdx via our website. Most of the folks contacting us are either search professionals reaching out to our organization, vendors looking to reach the search marketplace or people looking for advice on search services. We do our best to assist all who make inquiry to us. Occasionally, the process breaks down and somebody doesn’t get the help they need. We’re sorry when that happens and we do our best to make amends.
However, we got a message sent to us last night that collectively made us shake our heads…
“I’ve got to be honest with you, I’m not too impressed with SEMPDX. When I was at the SMX conference in Santa Clara at the end of February, I was told how great SEMPDX was. So when I got home, I signed up for the conference and paid for an annual membership. When I got to the conference, there was no name tag for me and I had to do all the “Hi! My name is…” when it came to meeting people. It was obvious no one was going to go out of their way to say “Hi.” Since then I haven’t heard squat. Not one email. Nothing. Feels like a waste of $350… Please. Either tell me how there’s been a miscommunication or refund my $100 for the annual membership. (I’ll eat the $249 for the event as a learning experience.)”
Now, due to a technical snafu, there were about 15-20 people who signed up late for Searchfest 08 who did not get added to our email list. We already knew about the problem and all those folks had already been added and received our April newsletter as scheduled.
Also, some people who purchased Searchfest tickets late didn’t have a printed name tag for them, though there were blank name tags made available for these folks.
To the extent that we didn’t meet expectations, we apologize and aim to do better.
However, I’m really bothered by this particular note for the following reasons:
First, common courtesy should dictate that if you feel wronged by an organization, you owe them at least one chance to right the wrong and make amends. Customer service breakdowns do happen from time to time and an organization like SEMpdx which could not succeed without membership support has a vested interest in making sure each and every member has positive experiences at our events. However, when the message starts out as accusatory and tells us how much we suck, why would we want to make an extra effort to make this person feel wanted? After all, it sounds like their mind is already made up about us.
Secondly (and more importantly), I was really bothered by the statement:
It was obvious no one was going to go out of their way to say “Hi.”
Most of the people who attended Searchfest were either directly or indirectly connected with a marketing function at their company. You’re not much of a marketing professional if you aren’t able to work a room at a network event. If people aren’t going out of their way to talk to you, try talking to them.
We had well over 200 people in attendance and there isn’t any way that 7 Board Members can personally meet and greet all the attendees (especially with all the work we had to do during the event). As busy as I was personally, I made time for everyone who wanted to chat with me during the conference and I’m sure each of the other Board Members did the same.
If you missed a Board Member at Searchfest, there are still plenty of ways to reach us. We’re all public people. Our email addresses are readily available. We all answer the phone. All of us are on Facebook and most of us Twitter. We’re not hiding from you…we’re accessible and willing to meet your needs and expectations.
However, you totally lose credibility when you claim that the whole experience was a waste of money. You claim to be a Search Professional and you feel it wasn’t a good investment to see many of the same speakers that spoke at SMX West without having to travel and at a fraction of the cost…just because people wouldn’t talk to you? Even if all the other conference attendees treated you as a leper, you still had the opportunity to see the best and brightest Search Engine Marketing professionals give top quality presentations in an intimate setting.
Let me sum up my feelings by offering up the following tried & true advice:
“YOU ARE RESPONSIBLE FOR YOUR OWN SUCCESS.”
If you did not get maximum value from Searchfest, it isn’t the fault of SEMpdx.
Todd Mintz knows PPC…knows Social Media…knows SEO…knows Blogging…knows Domaining…and knows them all real well. He runs growth marketing for )and is also a Director & Founding Member of SEMpdx: Portland, Oregon’s Search Engine Marketing Association, and he can be found here on Twitter and Facebook.
I have a retail background, and consider myself a customer service nut. I’m usually the first one to offer an unhappy customer a refund, because I believe that keeping them happy protects your reputation, and nothing travels faster than a bad reputation.
In fact, when we first got this e-mail, I was the lone voice wanting to kiss this persons butt, and I wanted to ask them to extend their refund request after another couple of events.
Watching the e-mail replies bounce around, I quickly came to my senses. You can’t please everyone all the time, and yes, you are responsible for your own success.
Well put, Todd, and thanks for writing this up…
“You’re not much of a marketing professional if you aren’t able to work a room at a network event. If people aren’t going out of their way to talk to you, try talking to them.”
I couldn’t agree more with that statement, Todd. This industry is SO open to new faces–all it takes is a little gumption to talk to a stranger (or even someone’s blog you read).
Having attended ~10 search conferences in the last three years, the opportunities for networking at SearchFest were about the EASIEST of any of them! It was a smaller crowd, and the concentration level of truly talented SEOs and online marketers was pretty darn high…
I also thought that the networking sessions and lunches afforded plenty of time, even within a compressed schedule, to do so. All you had to do was sit down at one of those tables on the patio, or in the conference hall, and start talking!!
Just my .02.
The SEMPDX event was my first search marketing event that I have ever been to…so I am new to search marketing. Even though I am a new face in the crowd everyone that I spoke with actually spoke back to me. It’s not rocket science it is the process of communicating. I have never thought nor have I ever been led to believe that networking is my strong point. Yet I still talked with people and walked away from the event more informed and connected then when I got there. Most people recognize that they are responsible for their own success, its too bad that some people are not able to accept that responsibility. Oh well.
I found the opposite to be true. I watched true luminaries from our industry spend significant chunks of their time in the hall talking with newbies as peers.
While SEMpdx IS a new event with a few kinks, it was a very impressive event. Any city would be proud to have such a useful and relevant SEM gathering available.
The customer is always right…but sometimes the customer is out of his or her league. If ya’ can’t make friends at an SEM conference, it’s time to find a new field of endeavor.
PS, there were magic markers, name tags, name tag clips, and willing folks sitting at the entry table for most of the show. I watched Rand Fishkin help someone with a name tag, as HE was sitting at the desk working on the site clinic stuff for over 2 hours…and greeting new arrivals.
Yes all good conversation and valid points but seriously… SearchFest is the most underpriced search marketing event in history. How could anyone not get $249 value out of it?
You could simply blog about having been there and start earning dividends.
Hey Tood why not Send him 10% off the next HotSeat and tell him I’ll buy him a beer next time he’s in Seattle and wants to chat about search marketing or search engine optimization. This is obviously a call for help, and I am happy to help.