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FAQ — Table Top Displays

October 5th, 2010 COMMENTS

Sacagawea VK-1292

When it comes to trade show displays, Table Tops are all too often the Rodney Dangerfield of exhibits — they just don’t get much respect. That’s unfortunate since table tops are the exhibit and event lifeblood of many for profit and non-profit organizations.

At Classic Exhibits, we offer more table top designs than anyone. Choose the two-sided Intro Fabric Table Top or the contemporary Aero Tension Fabric Table Top. Or, select the always popular Quadro Pop Up or the economical Classic Presentation Briefcase Display.

To select the perfect table top display for your needs, start with these helpful FAQs:

1. I see a variety of table top designs with prices ranging from several hundred dollars to several thousand. What are the differences?

  • Quadro EO and S Pop Ups: Traditional pop up table tops with an expanding metal frame and channel bars. Excellent for any company showing a large graphic(s) on a lightweight, easy-to-assemble display.
  • Classic Presentation: Lightweight 3-panel briefcase table tops with a durable plastic frame, carrying handle, and Velcro compatible fabric. The table top of choice for recruiters, colleges, non-profits, and anyone needing a table top that’s ready to go in 5 seconds or less.
  • Sacagawea: Aluminum extrusion and tension fabric table tops with accessories such as standoff graphics, headers, and shelves. Perfect for just about any situation.
  • Aero Freestanding: Powder-coated aluminum push-button tubes in contemporary shapes with tension fabric and first surface graphics. Hi-tech and pharmaceutical companies love these upscale shapes.
  • Perfect 10: Curved aluminum extrusion table tops with tension fabric. Attached knob assembly. Large, easy-to-assemble, and dramatic.
  • FT (Intro): Two-sided folding fabric panel table tops in varying widths and heights. These are perfect for anyone with an extensive trade show schedule where you expect the table top will take a beating.

2. Are graphics included with the table top displays?

It depends on the system. Aero Table Tops include the larger tension fabric graphic (backwall) but not the direct print graphic. The Quadro Pop Up table tops have a two options — with and without graphics. Sacagawea and Perfect 10 include all graphics. However, graphics are not included on the Intro and and Classic Presentation systems.

3. Will these table top displays fit on a 6 ft and 8 ft table?

With the exception of a few Intro Table Top designs, which are built exclusively for 8 ft. tables, all the tabletops will fit both 6 ft and 8 ft tables.

4. What are my options for Table Throw Covers?

See the Table Throw Cover Gallery to see all your options.

Next, Trade Show Table Throw Gallery FAQ

Word on the Street — September 26th thru October 1st

October 3rd, 2010 COMMENTS
Why we participate in the TS2 Show

Word on the Street by Kevin Carty

Survey Results and Responses — Part 2 of 2

Once again, thank you for participating in our recent survey. This week, I’d like to share some of the numbers from the survey in addition to answering many of your comments and questions.

Quantitative Data

“How would you rate the response time from Classic Exhibits (compared to competitors)?”

Much Faster 16.0%
Somewhat Faster 33.3%
Comparable 35.6%

“How would you rate the overall customer service from Classic Exhibits (compared to competitors)?”

Much Faster 13.7%
Somewhat Faster 43.6%
Comparable 34.4%

If we weren’t Classic, we would view these numbers as positive since you rated us 85% and 91% Faster or Comparable to our competitors. But given our history of consistently responding faster than our competitors, the 35% Comparable numbers are troubling. I’ll respond specifically to this a little later in the blog since we received a comment on this topic.

“How often do you visit the Classic Exhibits website?”

Several times a week 56.3%
Once a month 28.7%
Once a year 1.1%

These numbers are encouraging and gratifying since we’ve devoted considerable time, effort, and money to our website over the past five years. When you visit our website, you told us you use the following features most often:

  1. Exhibit Design Search
  2. Product Pages
  3. Rental Displays
  4. Trade Show Tales Blog
  5. Past 5 Days
  6. Exhibit Specials

On a follow up question, we asked, “Which features of Exhibit Design Search do you use? Check all that apply.” Again, in order, you said:

  1. Photos
  2. Filter and Sort
  3. Design Details
  4. Additional Images
  5. Email Designs
  6. My Gallery
  7. Product Videos (when available)

Finally, in the response to the question, “How would you rate Classic Exhibits on the following?”, you rated us Excellent or Above Average on these (with the corresponding percentage):

  • Ease of Purchase — 77%
  • Manufacturing Flexibility — 76%
  • Setup Instructions — 82%
  • Cases and Packaging — 85%
  • Product Quality — 86%
  • Exhibit Designs — 84%
  • Distributor Communication — 76%
  • Marketing — 82%

Comments and Responses from the Survey

Classic has long been the fastest at getting quotes, orders, and designs turned around as it relates to the industry as a whole. In the past few months this has slipped a little. Why?

Answer — Let me start off by saying that this is not something that we like to hear. However, it is also a reality, and it is by no means the fault of any one PM or Designer. Rather, it is quite simply due to market conditions. We (Classic) do not have as many people working in those departments as we did two years ago. And that is not an excuse, but from a transparency standpoint, we want to be honest with you.

Our PM’s and Designers are doing as many quotes and designs as always, but the orders are smaller than they were 24 months ago. Therefore, you have fewer people trying to do more. Having said that, we need to set more reasonable expectations on turnaround times. Over promising and under delivering is never a good thing. We realize that. And as a management team, we are addressing it.

Can your Design Team and Project Management Team communicate better at the “hand-off” stage? Meaning when a design is sent to Project Management for quoting?

Answer — While this was not an overriding theme in your survey responses, it was mentioned and deserves a response. Communication has been a consistent theme at Classic over the past four years, both internally and externally. Hearing that we are failing with some of our distributors is troublesome. Some of it may be a direct reflection of asking fewer people to do more. I know that occasionally causes people to cut corners to meet existing time expectations. However, when proper communication does not happen, it causes us to go back and forth more often which lengthens the turnaround time. I promise you that we are working on this, and we will get better.

Can you include Distributor News and Updates in Design Monday along with new designs?

Answer — Yes. And to some extent we already do. Several years ago, we discontinued our monthly newsletter because we felt we were inundating you with email broadcasts. Instead, we shifted those routine updates on products, services, and specials to periodic emails, Design Monday (via “Word on the Street”) and postings in the Trade Show Tales Blog. Please let us know if you would like us to resume the monthly newsletter. In the newsletter, we would be very happy to discuss Classic updates as well as information in your world — whether it is new hires, current projects that you wish to share, or other pertinent news as it relates to the industry within your local markets.

Classic needs to do a better job of Customer Appreciation and Acknowledgment.

Answer — Ouch! That really hurts. While I feel like we do a good job of this “on the fly,” for the most part, I do agree that we need to do this more publicly. And more often. Our management team will make this a focus moving forward. You are our lifeblood. No one can deny that, and I am sorry if we have not done a good job of acknowledging that daily, monthly and quarterly.

ClassicMODUL is great. The variety of extrusions and accessories are unmatched. Why do you not promote the variety more in your Classic Exhibits designs and broadcasts?

Answer — At first I thought this comment may have come from Tom Jones, who manages our ClassicMODUL division. 😉 But it didn’t. I spent a lot of time thinking about this. In looking through past Design Mondays and other e-broadcasts that the Classic Exhibits division has sent over the past several months, it is clear that while we use a variety of extrusions and accessories in our broadcasts, we do not always “highlight” them. Recently, we have been promoting the TSP profiles which hold Silicone Edge Graphics, but we do need to do a better job of describing the extrusions in particular designs so that you gain a deeper and better sense of what is available from Classic and ClassicMODUL. Great suggestion. Thanks!

In conclusion, we have work to do and some issues to resolve. Thank you for your feedback, and we sincerely appreciate your constructive criticism.

And thank you for the many, many kudos we received as well in the survey (which we elected not to share). I am not going to lie, hearing that “Classic Rocks!,” that the “Customer Service Team is Wonderful” and that you appreciate coming to work each day knowing that you get to “Work with friends,” makes me not just happy, but exceptionally proud of our team.

Thanks again!

–Kevin Carty

http://twitter.com/kevin_carty
http://www.linkedin.com/pub/kevin-carty/3/800/32a

Shooting from the Hip — 14.10 (Making Customers Happy)

October 1st, 2010 COMMENTS
Shooting from the Hip (trade show tips)

Shooting from the Hip by Reid Sherwood

(4+1) Ways to Make Your Customers Happy

A while back, I posted “6 Surefire Ways to Tick Off Your Customer.” Now let’s address this topic from another angle, namely how to make your customers happy, satisfied, and most importantly, loyal. We all know how much easier it is to retain a customer than to find a new one. This applies to the manufacturer/distributor model as well as a typical retail setting. Since I’m most familiar with the manufacturer/distributor model, I’ll discuss it from that perspective.

Over the years, I’ve learned that there are many ways to make customers happy that don’t involve alcohol, massage parlors, or gift certificates from Rodeo Drive.

1. Make it a partnership not a dictatorship. I work for Classic Exhibits Inc. Every year we send a survey and ask what we can do to be better. There are a couple reasons for this. One — we want to know – heck we are begging you to tell us what we “don’t” want to hear. The other is because we value your input and you need to know that. Our customers’ input is priceless because it allows us to change, tweak, or implement policies, practices, and products that impact our customers and our business.

Are we sometimes disappointed by the comments or scores? Of course. Then we go to work and examine how we can fix the problem. After that we go one step further. We share the results with our distributors. They deserve to know what others said and how we plan to address these issues.

Happy Customers 2. Do the simple things. Return calls quickly. Admit when you are wrong. Fix problems as soon as possible. Keep them in your camp. You worked hard to cultivate a good relationship because you know that your customers are the “heart and soul” of your business. This isn’t rocket science — just good old fashioned common sense.

3. Visit them on their turf. Too often as manufacturers, we stage events either on at neutral site or at tradeshows and conferences and fail to put ourselves in our customer’s shoes. In our survey, we had a customer request that we visit their showrooms/offices more frequently. Optima Graphics was my employer for eight years. My primary function was to travel and see customers on their home court. Jim Hoffmann (CEO of Optima) had a goal of seeing every customer at least four times a year. That simple plan not only helped put Optima on the map, but it also put them on the fast track when nobody else was growing.

4. Be willing to help your customers when THEY have a problem. I am not advocating pointing fingers, but you have all received calls where someone says – “Hey! Can you help me? I have a problem.” Here is a golden opportunity to build loyalty, friendship, and sales!

Sometimes it is as simple as answering a question or directing them to the right person. Other times, your customer simply wants reassurance that what seems “odd”or “hinky” is not really odd at all and will be fine. Then there are the situations where your customer deserves to be compensated because, frankly, you screwed up. Or let’s say they screwed up and need your help. Yes, you’ll fix the problem but a little price massaging may take the sting out of an order that was placed wrong or where they received the wrong part. It could be anything. Take the opportunity to be the good guy and fix it at cost, or split the cost with them. They will forever remember that you were there when they needed you most.

+1. People want to buy from their friends. That is not earth-shattering news, assuming your friends are not criminals, idiots, or pyramid marketing zombies. Frankly, I like most of our customers, and I treat them as friends, because they are. When you work with them on their turf, you get to meet their colleagues, employees, and families. That’s a bonus. They are more likely to be themselves than at a convention or corporate meeting with other “stuffed shirts” there.

Cindi Cody @ XzibitsOn one trip to visit Steve Gable at Innovation Exhibits, I was expecting to go to dinner at the Springfield Grille with him and his wife Monica. I arrived in business attire. He looked at me and said, “Do you have other clothes with you?” I always have, but I wasn’t sure why he was concerned. He said, “Would you mind, instead of going to dinner, if we take my son Andrew to the county fair to watch the demolition derby?” No problem at all. I would love to do that. So now a few years later, Andrew is my pal and so are Steve and Monica.

Several weeks ago, Cindi Cody from Xzibits in Atlanta came to Michigan to fish with me. It was a good time to relax for several days with a friend, who just happens to be a customer. The loyalty this creates is priceless.

At the end of the day, business does not have to be difficult. Let your conscience be your guide and PLEASE make friends with your customers. The alternative is just too difficult.

Until the next time,

–Reid Sherwood
reid@classicmodul.com

FAQ — Fabric Pop Up Displays

September 29th, 2010 1 COMMENT
Xpressions 8' Kit H

Xpressions 8' Kit H

Is there any trade show display more familiar that Xpressions and Burst? The Fabric Pop-up has become popular with exhibitors because it’s portable, attractive, assembles fast, which combines for a great trade show experience. As familiar as you are with these products, you probably still have questions. We hope the following FAQs answer many of them.

1. Are self-locking pop ups a good option for tension fabric pop ups? I have seen them advertised on other websites.

Self-locking pop-ups are perfect for Velcro compatible fabrics and murals, but are not ideal for tension fabric graphics We use a frame with manual locks because it creates a more rigid structure which evenly pulls out any wrinkles or folds in the fabric graphic. The result is a taut flat graphic that mimics a hard panel graphic.

Self-locking frames are fantastic when you have a rollable mural graphic or fabric panel with stiffener hardware. But when it comes to fabric pop-ups, steer clear of a self-locking pop up.

2. Can I ship the Xpressions Express in its hard rolling case?

Yes and No. No, the Express kit is a rolling hard case that makes it convenient to transport and can be checked as airline luggage but it is not designed as a shipper. However, you can ship the kit if you retain the original cardboard counter.

3. After a few shows, my Xpressions skins are starting to get dirty from handling and the dirty show floor. What are my options?

Rest easy. Xpressions skins are dye sublimated graphics and can be cleaned! Spot clean any specific areas or just throw them into the washing machine on cold with mild detergent. The skins will look like new again. Dry on very low heat or hang dry on the frame.

4. Four questions regarding the Xpressions Express.

* Is Xpressions Express case clear?

Answer: No, the case is solid black. The clear case that appears on some literature was for demonstration purposes only.

* Is there room in the Xpressions Express case for literature?

Answer: There is some extra room in the case but it’s very limited. The display was designed to be light weight so that the display could be checked as luggage on an airplane and not exceed the 50 lb limit. Adding literature may cause the unit to exceed that limit.

* What is the advantage of having the back wall as two 1×3 units instead of a single 3×3?

Answer: There are several advantages. First, eliminating the center hardware reduces the price of the unit and cuts down on the weight. Second, the design allows more versatility. The unit can be used as a full back wall or as two merchandizing units. The 1×3 unit can be placed on its side and used as a table top unit on an 8’ table.

* Can existing Xpressions XSnap frames be retro-fitted with the special shelf-hub?

Answer: Yes. Simply contact your account representative and explain your request. You may be able to do this yourself or it may require sending your frame out for refitting. Keep in mind that only the Xpressions Express unique shelves work with the clip to connect two 1x3s. These shelves are available for individual sale. Two shelves are required to connect 1×3 snaps.

5. I get asked all the time about wrinkles in tension fabric pop-ups and how to eliminate them.

Fabric will wrinkle and fold lines may appear if a fabric graphic has been stored or folded for a long time, but the wrinkles are not permanent. Whenever possible, always store your displays set-up. Many people have their display set-up in the company waiting or conference room!

Use a good quality fabric on a structure (like Vburst) that when set-up pulls the wrinkles out of the fabric. Carry a small travel steamer in your display case. These are inexpensive and simple to use. The steamers can lift out any remaining wrinkles after your set-up.

6. What is the warranty on fabric pop ups?

All fabric pop ups have a lifetime warranty on all hardware products. The policy applies to original purchaser. No product registration is required. We will replace or repair all hardware supplied to our customers purchased after 7/7/09. However, we reserve the right to inspect hardware and exclude warranty claims that have resulted from vandalism, theft, negligence, fire, natural disasters, modifications, or losses in shipment that may be covered by your insurance and/or freight carrier. The lifetime hardware warranty does not apply to graphics or to electrical components.

All shipping costs are the responsibility of the customer.

Next, Table Top Displays FAQ

FAQ — Euro LT Modular Laminate Exhibits

September 29th, 2010 COMMENTS

Euro LT LTK-5005

When you select a Euro LT Custom Modular Exhibit, you get modular flexibility, solid construction, and sophisticated laminate designs for your trade show exhibit. The Euro LT Custom Modular Exhibit does what no other trade show display system can do because no other exhibit can match the Euro LT for price, performance, flexibility, and elegance.

1. What is a “Modular Laminate System”?

Most modular laminate displays consist of lightweight 23 x 46 in. laminate panels, both curve and flat, that connect without tools. The panels are two-sided, typically with laminate on one side and fabric on the other. Modular Laminate Displays mimic many traditional custom designs but at considerably less weight and fewer shipping containers.

2. What are the advantages of a Modular Laminate System?

First, there are hundreds of laminate choices from traditional wood grains to funky bright colors. Second, laminate panels can be combined with aluminum extrusions, standoff graphics, and hybrid components to create distinctive and elegant displays. Third, they are easy to assembly and reconfigure. Modular Laminate Displays are a less expensive and lightweight alternative to traditional custom exhibits.

3. What makes the Euro LT unique?

The Euro LT is the only third generation modular system in the world. The panels are just 5/8” thick, the connector clips are virtually indestructible, and the accessory options are unrivaled. No other portable modular system even comes close to the Euro LT.

Next, Fabric Pop-up Displays FAQ