What impressions do your guests take away at the end of a visit? Are they merely satisfied, or are they eager to tell their friends about the great time they had? Have you just given them something to do, or have you made their day? Will they remember this as one of the best museum experiences they have ever had?

To help you improve the experience guests receive at your institution, Qm2 is offering a two-day best practices seminar on serving visitors, members, customers, users, constituents … anyone who receives service from your organization. Attendees will learn about exemplary practices in several businesses that are noted for customer service, and will discover ways to apply these insights to the museum environment.

The seminar will emphasize practical application of concepts. Participants will receive a seminar workbook containing specific information about each customer-service model, a comprehensive bibliography for further study, and exercises aimed at identifying and adapting ideas to match one's specific situation. An essential aspect of the program is the opportunity to dialogue with counterparts from other museums, to learn from one another, and to build a network of support.

The seminar is designed for staff responsible for serving your guests. This may include executive directors in organizations where guest service is particularly important and challenging, department heads with guest services as one of their responsibilities, front-line managers or supervisors, and front-line staff. Guest service includes not only ticket sellers and store clerks, but also receptionists, educators, interpreters, docents, guards, custodians, etc.

You will get the most from the seminar if you send more than one person. Working together allows people to bring back a real improvement plan for their museum.

Organizations that participate in a Qm2 / REX roundtable for museum directors or senior museum professionals receive a discounted fee. (If you are not a roundtable member and would like to become one, contact John Durel at JohnDurel@qm2.org.)

Early Bird Registration: receive an additional $20 off if received by August 1, 2005.

Attendees are responsible for arranging their own transportation and lodging. Click here for a list of hotels that are convenient to the Metro Red Line which stops directly in front of the National Building Museum.

We will be starting at 9:00 a.m. on Thursday, so if you are traveling a distance you should plan to arrive the evening before.

Dinner on Thursday will be Dutch Treat. Lunches on Thursday and Friday are included in the registration.

Also, make a copy of the completed form and send it with a check made out to Betsy Bowers:

    Betsy Bowers
    Qm2 - Quality Management to a Higher Power
    1107 P Street NW
    Washington, DC 20005