Recently, as I was out and about with my son Aidan – me running short on time and Aidan running short on patience because he was thirsty – I uncharacteristically swung by a McDonald’s to pick up something quick. It was my first time at Mickey-D’s in more than 20 years …. and it will certainly be my last.
In days gone by, McDonald’s was the gold standard of fast food [long before Chick-fil-A exploded, that is]. You could stop in and find a clean store, friendly team members with smiling faces, and food that looked like it did in TV commercials and on billboards. And as I recall, it tasted pretty good, too. Ah, the good ol’ days!
In my most recent visit, we encountered a dirty store with tables uncleaned, trash cans overloaded, and the dining area looking like routine, periodic wipe-downs occurred every other day. Staff members [I wouldn’t even insert the word “team”] were rude. Lines were backed up and impatient customers were irate.
And all I wanted was two bottled waters!
Long story short, we did eventually get our bottled waters but I walked out the door knowing I will never return. In retrospect, it occurs to me that this experience is a microcosm of a much larger problem … service, quality and value in hospitality seem to have gone AWOL in America.
Yikes!
You may have seen the recent American Customer Satisfaction Index [ACSI] 2025 Travel Study which was released a few weeks back and reveals a notable, cross-the-board decline in customer satisfaction in major U.S. travel and hospitality sectors – airline, ground transportation, lodging, rideshare services, online travel agencies, etc. I’ll spare you the dismal details but suffice to say travelers are not very happy with how they’re being treated when they have to hit the road. [If you care to review the document in detail, I’ve included a link at the bottom of this blog.]
What’s going on out there …?
If you sense you’re getting less – less service, less reliability, less product – and paying more for it, you’re not alone. We’re all feeling it across so many sectors in our personal and professional lives. And certainly, the ASCSI study reflects that for those of us who toil in the vineyards of corporate meetings and events.
For example, in 2024, dynami produced a major event in Las Vegas and rigging costs were a little over $41,000. One year later, again in Las Vegas with the same client and the exact same rigging demands, our bill exceeded $68,000. A 60% increase in just 12 months!
Again, I ask, what’s going on out there?
Is it good ol’ fashioned supply and demand and we’re simply on the lesser end of the equation right now? Is it a widespread callousness brought on by pandemic fallout, political hostility, or hardening social norms? Maybe a combination of the above? Whatever the reason[s], it’s palpable and undeniable.
What can we do?
As planners, it’s obviously our responsibility to deliver the greatest possible value for every dollar that you, our client, chooses to spend. This has always been a point-of-pride for the dynami team. Our adrenaline rushes occur when we’ve delivered a compelling, creative and imaginative event that’s memorable for all, and we do it on time and on budget. We want you, the client, to be seen as a superstar by your peers when the event adjourns. For a planner, there is no greater high. Accomplishing this has always been a challenge but it’s incredibly more challenging in the current climate.
Alas, there’s a simple solution …
Go where you’re most wanted and work with people who truly want to work with you!
When you’re looking to book in high-demand cities like Orlando, Las Vegas, Atlanta, Nashville, Dallas, Chicago, etc., you find yourself over a barrel. Properties and local providers know they’re in great demand so they have the advantage of gravitating towards those willing to pay top-dollar for rooms, meeting space, AV, food and beverage, transpo, etc.
Look beyond the major city itself and research second- or third-tier cities in further reaches of the above-mentioned locations. For example Richardson or Fort Worth outside Dallas, or Coconut Point about 90 minutes from Orlando. Or seek out other mid-sized cities such as Huntsville, Charlotte, Louisville, Columbus OH, Pittsburgh or Milwaukee. dynami is currently researching several tier-2 and tier-3 cities for a client as greater-value alternatives to the pricier cities listed above. Costs will be much more manageable and service-providers more eager to please and willing to extend pricing that works within the confines of a tight budget.
When you do this, you quickly realize, like the planner, these properties and local providers want to put their best foot forward, not just cash a check. They’ll hustle for you and they typically have a mindset of “overdelivering”. The level of teamwork and collaboration is also elevated because everyone operates as a project partner, not an in-demand provider. Needless to say, it makes for a far more enjoyable meeting/event experience for clients, attendees, planners, vendors and venues.
Go Beyond …
And if you’re researching sites for international programs or unique incentives, expand your search beyond the obvious. Consider offshore destinations like Vietnam or Cambodia that offer great value and are equally as exotic and beautiful as many of the more well-traveled locations. Also for incentives, look beyond the knee-jerk sun/sand/surf options and check out states like Montana, Utah, Wyoming and South Carolina. The American West and the Carolina Lowcountry are both spectacular and deliver an experience unique to those of us who live and work primarily in major cities on the East Coast or in the Midwest.
Take heart, rising costs and lower levels of service can be combatted. These days, you will find the greatest value by expanding your choices and taking roads less traveled. It is there where you will find service, pricing and quality like we were accustomed to in days gone by.
And one last note, be strategic in the structure of your agenda. Consider eliminating mid-conference “dark days” and load out a day early in favor of a more basic AV set-up for your Farewell Session on the final day. You’ll save money. It’s important to listen to your planner when it comes to site recommendations, and be flexible with dates, arrival/departure days, and length of overall program and individual sessions [business and social].
Cheers,
Kenneth Jones
P.S. – Here’s the link to the ACSI 2025 Travel Study: https://theacsi.org/wp-content/uploads/2025/04/25apr_Travel-Study-FINAL-1.pdf
