The Miller Tanner difference is our people. That’s why we want to introduce you to our team of superstars that bring our corporate meetings and events to life for our clients. Today, we introduce you to Bonnie Sheets, Global Conference Director, who excels at delivering exceptional customer service to each and every one of our clients and attendees.
MeetMTA: Bonnie Sheets
Tell us about your current role with Miller Tanner – what do you do? What are your primary responsibilities?
I’ve been blessed with the role of Global Conference Director (GCD) for Miller Tanner Associates for several years. With this position, I’m responsible for ensuring all my client’s meetings are executed flawlessly and the client is pleased with our service. Customer service is a key ingredient to having happy clients. Listening to their feedback is crucial, but I listen more carefully to what the client leaves unsaid, as this is where I learn the most. I take these details to my colleagues and our vendors to ensure they are met or exceeded to produce an event that meets their vision.
How long have you been with Miller Tanner?
I started as an on-site contractor with MTA back in February of 2004. It was like no other job. The environment at Miller Tanner Associates was one of a close-knit group of full-time and on-site personnel. Everyone had the same goal of implementing successful meetings for the clients.
What did you do before joining Miller Tanner?
Before I joined Miller Tanner, I was an event planner in the telecommunications industry. I had the privilege of working on a plethora of events including the Super Bowl, Final Four, Arnold Palmer golf outings, the Byron Nelson annual golf event, large annual sales kick-off meetings, as well as the end-of-the-year sales meeting, honoring all those who had made or exceeded their quotas. These events were held not only in the United States but internationally.
In Prague, a large crowd of tourists waits for the Old Town Astronomical Clock to chime.
What’s been your favorite event destination as an event planning professional?
If I have to choose one, it would be Prague. I love history, and Prague is filled with many wonderful things to see as well as historic sites. You will always find a large crowd of tourists waiting for the clock to chime. I had the pleasure of being in Prague during the winter and it was like a winter wonderland. We stood outside listening to a band play and watching everyone dance. A wonderful memory!
What are the most fulfilling aspects of your job?
I love seeing each meeting come to life! There’s nothing like being on-site and working with the different hotels to create the plan and see the smiling attendees. I have had the pleasure of working with hotel staff and vendors all across the world – so learning different cultures is an added benefit!
What do you think is the biggest challenge for a client in regards to planning?
Having the client understand the timing issues. My goal is to provide them with assistance so they know they do not have to worry about the meeting itself. It is a challenge, but the challenges are what energize me and help me to become more innovative.
Do you have a few great travel tips that you could share?
When I first started traveling for my job, it was a nightmare. I would have two suitcases and not use half of what I packed. So lessons learned are these: I pack a few black basics with different colored sweaters and scarves that will dress up the outfit. Scarves are easy to pack and take up very little space but add so much to a basic black dress. Also, make sure to pack one extra outfit in your carry-on in case of flight delays or luggage doesn’t make it through to your destination. I also make sure I have some healthy snacks in my carry-on luggage as well. And never forget that good book to read. It might be the only time for a while to relax and enjoy so take advantage.
At the Global Workshop, your Miller Tanner colleagues voted you as the recipient of the Unsung Hero Award, the person who went above and beyond to provide excellent customer service to clients. Tell us why you feel customer service is so important in your role. What has working with MTA and/or in the meeting planning industry taught you about customer service?
At Miller Tanner, customer service is key to our philosophy. We call it “White Glove Service.” We are the first person attendees and clients see when they arrive. They are sometimes tired, had bad travel experiences and just want to be greeted in a friendly and professional manner. True customer service requires us to have attributes that are necessary. First, you have to be patient and listen to the person. Patience is important to be able to reach out to support when someone might be confused and frustrated. And as an international meeting company, we also have to add in the mix of language and cultural differences. Therefore, the ability to really listen is crucial. As a global conference director, I like to be prepared to anticipate issues that might arise, and be a little more prepared to respond. For me, it is about treating others as I would like to be treated. If that premise is used, customer service is easy to achieve.
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