The Future of Client Relationships: H2H

By Christine Born, January 31, 2014

Last month, a snowstorm greeted attendees arriving for the start of our Diversity Summit in Washington, D.C. Fortunately, there were few cancellations or other repercussions, and the conference was well received.

Bad weather is only one of many unpredictable events that those in the meetings and travel industry have to manage, for better or worse. How we handle the people involved in the business of our meetings—from the suppliers and venue staff to the participants—is the most important factor in the outcome of any event, no matter what circumstances might develop along the way. Too often, we talk about the importance of relationships in our business, yet allow anger over mistakes to damage important relationships, instead of applying grace and understanding to resolve a situation.

Our editorial staff works diligently to be as accurate as possible in our reporting, but mistakes slip through. When they do, we correct them, for our readers’ sake as well as whoever else might be affected. Overall, our record is good. Every year, we produce hundreds of stories that our editors and proofreaders fact check before they go to print or are posted online. When we do miss something, our readers are pretty quick to let us know, which we appreciate. Most want to be helpful, but we do get the occasional angry email or phone call that gives us pause and makes us one wonder how that person deals with others in this relationship business.

In a somewhat related post on, “There Is No more B2B or B2C: There Is Only Human to Human (H2H),” the writer posited the idea that technology and social media have blurred the lines between today’s more sophisticated buyers and sellers. “Social and marketing need to work together to personalize individual conversations,” says Bryan Kramer. “This is what our social and digital mediums have gifted us, and how humans interact and feel more compelled to take action.”

Communication, he says, shouldn’t be complicated. “It should just be genuine and simple, with the humility and understanding that we’re all multi-dimensional humans, everyone of which has spent time in both the dark and delightful parts of life.”

It’s a good truth to keep in mind when we come up against someone’s error. We all know the importance of F2F; let’s remember the importance of H2H.

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