Unparalleled service: the standard, not the goal
Service Excellence starts at the beginning of the event journey.
The events industry thrives on exceptional service. Many strive for it, hoping their teams, ideas, and processes will align to achieve it. At Encore, service excellence isn’t the goal, nor is it seen as the final product of a job well-done. It’s the foundation of our business, shaping every decision we make and every experience we deliver. And truly unparalleled service doesn’t just mean meeting the expectations of the end client; it begins long before they walk through the door, through empowering your internal teams and forging strong partnerships with your suppliers. Encore’s signature service excellence starts here: with the service we offer to our teams and to our partners, to co-create transformative experiences that our clients can trust in.
This threefold approach to unparalleled service begins with the tools, training and support we offer to our employees. We ensure they are given everything they need to perform at their best, and to be proud of the work they do. A motivated, well-equipped team delivers flawless execution and unwavering commitment to excellence every time.
We then turn to our venue partnerships. These should never be seen as transactional. Success comes from collaboration, not division. By working closely with venues, we can identify opportunities, enhance our shared brand experience, and support the sales process of offering transformative events in iconic spaces. It’s a shared journey, one built on trust, adaptability and expertise.
Finally, once our teams are equipped to deliver extraordinary events, and we have built a trusting relationship with our venue partners based on mutually-beneficial goals and aligned strategies, we can turn to ensuring our end clients receive world-class service.
Cvent CONNECT – Partnership and Service in Perfect Harmony
A prime example of this philosophy in action is Cvent CONNECT 2024. This two-day hybrid conference brought thousands of event professionals together, with Encore at the helm to deliver a flawless experience, both in-person and online.
From day one, collaboration with our venue partner, the London Hilton Metropole, was essential. By aligning on objectives and leveraging each other’s strengths, we maximized every event opportunity. Our internal teams coordinated seamlessly, ensuring every technical and logistical element was executed to perfection.
Given the event’s scale and complexity, service excellence could have been seen as an afterthought, or something to address once logistics were in place. Not at Encore. We weave service excellence into every stage, ensuring that from initial planning to final execution, no detail is overlooked. That’s why we work so closely with our venue partners, because events of this scale demand a united approach to deliver true excellence.
No “I” in Excellence
Working within venue spaces presents unique logistical and structural challenges. Add in exacting demands of clients, and the pressure is immense. But Encore thrives in this environment because we embrace a team-first mentality. Our experts work side by side with venue partners – the people who know their spaces best – to create a seamless, surprise-free experience.
We trust our venue partners to provide insight into their spaces, and they trust us to deliver extraordinary production. This ‘one team’ approach sets the stage for unparalleled service excellence. Good service can be provided by an individual. True excellence is achieved when a team unites under a shared vision, using their expertise to exceed expectations.
More than just AV
In our modern world, where innovative technologies offer to make all aspects of our lives simpler, quicker, more efficient, it seems that even good service can be bought via a digital platform. The reality, we have discovered, for live event management is seldom this way. Service excellence does not come ready-made or out-of-the-box, it comes from the humans behind the experiences, who demonstrate true pride in their work. Our in-house production teams do not hide behind the scenes; they are front and centre, representing both our brand and our venue partners with professionalism and passion.
This is the Encore difference. We don’t just provide standard AV material for hotel conference rooms. We create immersive experiences that transform spaces, shape emotions, and elevate events beyond expectations. Every venue, every room, every client idea sets the stage for something extraordinary. For our team members, having the knowledge that they are adequately equipped to transform these ideas into reality, working within the supportive parameters of their trusted venue relationships, nurtures a uniquely deep sense of pride. It’s what makes our clients trust in us, and what makes our service truly unparalleled.
Encore doesn’t just meet expectations, we redefine them, and service excellence isn’t our aim; it’s our standard.
So, what are you waiting for? Ready for an Encore? Contact us today
