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Posted
Mar 21, '13
by Faith Moore

Lessons Learned in a Crew Shell

Cambridge rowing
One of the many happy March rituals we enjoy in Cambridge, where I live, is the return of the crew shells to the Charles River when the winter ice has finally melted. A morning run along the river is so much better when it includes flashes of those sleek shells gliding by on their way up or downriver. Eight strapping college rowers or gorgeous ponytailed young Amazons move in stunning synchrony, pulling backwards on their oars to make their boat shoot through the water. Each shell is guided by a contrastingly small and lightweight coxswain. Often a female, the cox is the only one facing forward as the crew navigates the sinuous turns of the Charles. It is amazing to watch them as they approach the infamous “dead man’s curve” and thread a very long, fragile and expensive shell backwards through a very small opening in the Eliot Bridge.

For decades, visitors to New England could enjoy watching the gorgeous spectacle of rowing, but for a variety of reasons it was never possible for them to participate. In recent years, the Community Rowing organization has started a program that within a few hours teaches a group of visitors to row, gets them into the boats and onto the water and allows them to actually participate in a race.

The program has been amazingly successful. It is superbly organized and run by crew coaches who love the sport passionately, are fun and talented teachers and good at sharing their enthusiasm. The experience lends itself especially well to corporate team-building groups. One of the most important lessons these new rowers learn experientially translates perfectly into the world of business. It turns out that the success of an individual boat depends not on one or two stand-out performers who outshine the rest, but just the opposite. It is up to the leader of a crew of eight to make sure that the least talented rower is encouraged and supported to row as effectively as the rest. If just one of the crew is not perfectly in sync with the others, the boat will not perform well against the other boats. Success depends entirely on learning to function smoothly as a team.

And if for whatever reason there are some who choose not to participate in learning to row, it is a gorgeous riverside setting to spend an afternoon. When the race is on, we distribute cowbells to the spectators and the rowers are encouraged by a loud clanging chorus on the dock cheering for their colleagues in the boats. More often than not, frosty beers and lobsters will be waiting for the returning oarsmen as they share stories of their adventure on the water, and a new crew of rowing enthusiasts is born. When they return to their homes in the far corners of the globe, they will have experienced New England as a true New Englander, and will have valuable lessons in teamwork to bring back with them.

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Posted
Dec 20, '12
by EShaw

Poetic Holiday Greetings

The solstice approaches, each day brings more light.

Year-end’s round the corner with our festive First Night!

We’re toasting our partners with champagne galore

Our year started bubbling— now it’s grown to a roar.

 

Let’s start with our interns—they’ve each got a stake;

There’s Susu then Lily and Ashley and Blake—

Elena and Stephany, Julie—pure gold!

Our secret ingredients, if truth can be told.

 

Headlines and highlights, now the year is a wrap

Guests flocked into Boston from all over the map!

For BIO and IFA, they streamed through our door—

From Luxembourg, Germany, Ireland and more.

 

Royal Surgeons arrived and bunked in “the clink”

They left our hearts warmed and the town painted pink!

For West Coast insurers we transformed the Ritz—

One night a great Beach Bash—the next night pure glitz!

 

LA CEO’s put our team through the paces

But with live karaoke we covered our bases!

Heather and Nina, Maggie and Liz

All managed the programs and took care of biz.

 

With Faith and Elizabeth sharing the helm

We charted a new course in the DMC realm.

As Hurricane Sandy headed our way

We battened the hatches at our ICA.

 

400 MD’s had converged for their meeting

With our team in charge of their care and their feeding.

The troops were heroic, our vendors prevailed—

The food was fantastic – the band had it nailed!

 

We’re grateful to all of our partners and friends

In our twenty-first year as Twenty-Twelve ends.

With a warm Christmas wish for joy, peace and love—

And blessings bestowed on us all from above.

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Posted
Oct 9, '12
by Faith Moore

What the Client Never Sees

Case Study #1 Who’s got your back?Atlantic Ocean
It was a crisp October Sunday morning in the early days of FM&A Events. We were operating the first of six waves of an incentive program for a major European auto manufacturer. 130 guests were departing the Ritz-Carlton Hotel in five matched motorcoaches for a tour and a themed lunch overlooking the Atlantic in Gloucester.

We had been orchestrating this program for months. The menus were translated into nine languages. The bilingual tour guides were in place and our client, the head of the German marketing agency, was on the first motorcoach.

I was advancing with our on-site client contact, a young planner from Dusseldorf running her first major program. She was a little nervous. As we pulled into the lunch venue she suddenly exclaimed “sheisse,” an earthy German word. She had just realized that she had left the translated menu cards behind and the guests were due in just over an hour. What to do? The clock was ticking.Fisherman

We called the hotel and to our amazement our dear friend Bea Flammia, an industry sales pro, was working on that Sunday morning and picked up her phone. She was able to be on her way to the rescue in minutes. Next step? Reach the guides on the buses and add in a photo stop at the Gloucester Fisherman Statue, within sight of our lunch venue. This would buy us the needed 10 minutes! We called our lead tour guide and from our perch we watched as the five buses pulled smoothly off the route and 130 passengers got out and aimed their cameras at this New England icon. We could also see that the German boss was hurrying up the hill on foot, suspecting that something was wrong!

Fairmont Battery WarfIn the meantime, Bea pulled up to the back door, out of breath, and within 90 seconds there were menu cards at each of the 130 places. As the boss strode in the front door, the staff were all standing at attention, their hands behind their backs.

It was not until 17 years later on a visit to Dusseldorf that we revealed to the German boss all the details of that day. He was amused. But for us it was an early and important example of the power of collaboration—the communication and teamwork that is so essential in the interests of creating a great client experience. The same collaborators are still working together behind the scenes and we’ve got your back, sometimes in different constellations, but always in the interests of a flawless client experience!

And ps—we are just in the process of booking another program with this same German company 20 years later!

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Posted
Aug 14, '12
by Faith Moore

Found in Translation

Over twenty plus years, our company has developed a niche working with international groups visiting Boston. Along the way, we have had our share of seemingly impossible situations crop up and we have been really pleased when through resourcefulness and “translation” we can find solutions.

Upscale dinner entertainment in foreign languages? Bring in the Cirque du Soleil and the whole audience is thrilled—language barrier bridged! Differing cultural norms resulting in a situation rapidly heading south with a hotel staff member? Call a meeting with the consul of the country in question and have them intervene gently and explain the misunderstanding. Problem solved.

But we were thrown for a loop recently. A prestigious German pharmaceutical company had asked us to help them with a conference and a press launch of a product. (The Germans are big fans of the Wild West and amazingly knowledgeable about Cowboys and Indians.) The hitch? The marketing campaign hinged on our lining up a Native American Medicine Man! This presented a thorny challenge.

We set to work, did our due diligence and had phone lines buzzing on the reservation and as far as Washington. We found some candidates but none who would guarantee that they would be at our event if there was a problem with their tribe. The ultimate solution? Two Native Americans! One plus a spare, just in case.

As it turned out, the pair worked well together and took on different components of the program as their specialties. It was a memorable event, the client was thrilled, and we all have lasting memories of German journalists and Native Americans drumming and dancing around a campfire—times two!

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Posted
May 8, '12
by Faith Moore

It’s All About the Cannoli

In partnering with clients, vendors, and employees, we are often asked about what sets FM&A apart in the hospitality industry. While our creed is not as recognizable as some of the leading hotels in our industry, such as “Ladies and gentlemen serving ladies and gentlemen”, or “Treat all guests as you would want to be treated”, we do have a set of core values that adorns our walls and reminds us of what FM&A is as a company, and what we as employees, stand for and hold dear. Despite the hours of work on the perfect wording for the ideal values, in the end we have found that it comes down to this: It’s all about the cannoli. Boston Cannoli

As anyone who interacts with hospitality or customer service individuals, I expect your experience has been similar to ours – true hospitality cannot be taught. Similar to humor, it is an inherent value or characteristic. Genuine hospitality, the spirit of being hospitable, is what sets apart the good from the great; it is the service and experience that leaves a lasting impression.

During one of our recent programs, our newest team member was assisting on our engaging Freedom Trail tour, which led guests along the historic red brick path through Boston. The tour was jam-packed with visits to the Old South Meeting House, Paul Revere House, and Old North Church along with numerous sites to point out along the way, ending at the Union Oyster House for a tasty seafood lunch. During the walk, one of the gentlemen on the tour kept asking about Mike’s Pastry – would he have time to stop for a cannoli? His senses were tantalized walking down Hanover Street and passing Modern Pastry, seeing Mike’s across the way, and each block he was heard telling his wife again and again how much he wanted a cannoli… he had to come back after the tour to get a cannoli. Mike's Pastry Boston MA

Two days later, as the guests were preparing to depart for the airport, this gentleman came rushing up to me from across the lobby. “I have been trying to find you for two days to talk to you about your employee. She made my trip! During our tour she heard me talking about Mike’s Pastry, and at lunch she showed up with a box of cannolis from Mike’s that she bought just for me. No one has ever cared that much about my experience. THANK YOU!”

As a manager, nothing gives me more pride than praise for my colleagues and the team. That this guest sought me out showed me so much more than I would have gleaned from days of training new members, and it’s why we have added a new line to our creed. When it’s all said and done, our core values are something that we hold dear as the things that differentiate FM&A, but in the end it can be summed up as this, “It’s all about the cannoli.”

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