The field of Destination Management has evolved dramatically over the past several years. The formation of the Association of Destination Management Executives (ADME) and the introduction of its DMCP certification program is a quantum leap in this evolution. Benchmarks for excellence now exist, and that’s a positive development for an often-misunderstood industry segment. In the past, some planners have viewed DMCs as if they were the “Department of Motor Coaches” or have perceived them as simply transportation and sightseeing coordinators. These outdated perceptions have changed, thankfully.
Your DMC provides full program management as well as individual components: off-property events, themed event production, airport transportation systems, team building, sightseeing and more. But, intangible elements separate a good DMC from an outstanding one. A colleague refers to these intangibles in terms of another DMC acronym: Doing Miracles Constantly. Performing minor miracles are all in a day’s work for DMCs around the world. Just ask a destination management professional how they handled the travel nightmares related to that infamous September day in 2001!
Do you know how to select a DMC that not only measures up to tangible industry standards but can perform these “miracles” as well? A buyer’s choice of a DMC partner is crucial to the program’s success. The best companies do their homework and are staffed by professionals who know how to deal with crises that unavoidably occur during a program. Whether it’s a natural disaster or a medical emergency, how well prepared is your DMC partner to respond quickly and intelligently? Is the on-site staff CPR certified? Does the company have risk management and emergency communication plans in place?
Here’s a quick checklist to consider:
Who: Learn about the company’s reputation by talking with both planners and suppliers. Often, suppliers such as restaurants and transportation companies are the best sources for recommendations. They know how the DMC operates behind the scenes, and your DMC should have outstanding supplier relationships. A DMC’s ability to perform a miracle on site often depends on how far suppliers are willing to go for them by adding that extra vehicle or coming up with last-minute meals, sailboats, theatre tickets, tee times or spa appointments.
What: Does the firm offer unique signature events or have a special forte? Some DMCs excel at large transportation systems, others specialize in creative event production. Some DMCs may focus on the convention/association market or thrive in the demanding but rewarding incentive market. Does the firm’s style of service match your organization’s culture? The intangible part of this equation is the relationship. You may feel like you’re married to your DMC during planning and program operation. The relationship should be a good “fit” and not allow grounds for divorce.
When: You need a DMC that provides quick responses. Ask if they have a company standard for responding to client requests. Can they email photos of venues and event designs? Sometimes specific technologies such as web-based participant communication come into play as it relates to response time.
Where: How well connected is the DMC in the destination? Can they unlock doors to exclusive clubs, get a table at the best restaurant, and pull a few strings for special parking at the airport?
Why: Ask the DMC: “Why should I choose your company?” Their response will speak volumes and will help you make this crucial decision.
Finding a perfect fit may require doing substantial homework, but the results can be extremely rewarding. Think of your DMC partners in terms of long-term relationships rather than focusing on a single program. These companies may not always be called upon to perform miracles, but it’s comforting to know that they can!