DMC Hello Scotland identify the top 5 mistakes that DMC's can make, and how to avoid choosing a DMC who makes these mistakes. Incentive travel planning advice from a quality Destination Management Company.

1. The
Top
5
Disastrous
Mistakes
a
DMC
Can
Make…
(And
how
to
avoid
DMCs
who
make
these
mistakes!)
Brought
to
you
by
Hello
Scotland
(©
2011)
www.helloscotland.com

2. The
Top
5
Disastrous
Mistakes
DMCs
Can
Make…
(And
how
to
avoid
DMCs
who
make
these
mistakes!)
Dear Reader, !
Firstly, many thanks for choosing to download our report. In over 15
years in the industry we’ve seen everything from the best DMC service to
the worst and everything in between!! What
is
a
DMC?
This report will arm you with the right questions, expectations and First
thing’s
first,
what
is
a
DMC?
Many
of
you
who
are
warning signs you need to know when you’re choosing a DMC partner. ! reading
this
will
of
course
know
exactly
what
a
DMC
is
and
what
they
do,
but
for
those
who
are
perhaps
new
to
Even if like us, you’ve been in the industry for a long time, it can be easy
the
industry,
here’s
a
brief
outline…..
to get caught up in your own world and miss the warning signs that this
report points out – even during the writing of the report, we all took a
step back to evaluate our own decision making processes!!
A
DesHnaHon
Management
Company
(DMC)
is
an
In the following pages you’ll find out how to avoid DMCs who:!
professional
service
company
who
have
extensive
experHse,
knowledge
and
resources
within
their
local
1. Don’t offer a comprehensive duty of care to visiting groups!
desHnaHon.
2. Suggest and sell activities / venues / concepts they can’t deliver or
are unfamiliar with !
A
DMC
provides
ground
services
to
their
clients
through
3. Are not up front with their costs and who hid ‘extras’!
the
design,
creaHon
and
implementaHon
of
corporate
4. Don’t communicate effectively with the program suppliers!
events,
acHviHes,
incenHves,
product
launches
and
the
5. Don’t understand the dynamics of the relationship you have with your
accompanying
logisHcal
program,
for
example,
own clients !
accommodaHon,
venues,
restaurants,
team
building
acHviHes,
transfers
and
incenHve
rewards.
Please do take the time to read each dilemma and the ‘avoid’ solution for
each DMC problem – it will save you time, money and effort in the long
DMCs
differ
from
tour
operators
in
that
they
don’t
run!!
normally
deal
with
the
end
client
(the
buyer),
but
rather
through
agents
–
who
may
be
tour
operators.
Warmest wishes!
Bill Thomson!
Hello Scotland Ambassador!
Brought
to
you
by
Hello
Scotland
(©
2011)
www.helloscotland.com

3. The
top
5
disastrous
mistakes
DMCs
can
make
(And
how
to
AVIOD
DMCs
who
make
these
mistakes)
Why
would
I
use
a
DMC?
When
most
of
us
book
holidays
we
go
straight
to
the
internet
for
advice
and
booking,
for
•
FrustraHng
for
you
as
you
have
lifle
Hme
to
bond
and
build
a
rapport
with
your
example,
Skyscanner
for
flights,
hotels.com
for
accommodaHon
–
not
forge]ng
trip
client
as
you
are
pre-­‐checking
and
doing
the
jobs
a
DMC
would,
meaning
you
can’t
a)
adviser
to
see
what
others
have
to
say
about
our
chosen
desHnaHon
or
resort.
tend
to
their
needs
efficiently,
or
b)
build
a
lasHng
relaHonship
with
them
That’s
fine
when
you’re
booking
it
for
yourself
and/or
your
family
and
if
anything
goes
•
Not
as
you
or
your
client
had
expected
it
to
be
in
terms
of
the
venue
atmosphere,
wrong,
you
might
have
a
bad
holiday,
but
that’s
the
end
of
repercussions.
service,
creaHvity
and
overall
experience
–
resulHng
in
disappointed
parHcipants
But
when
you’re
booking
it
for
a
client,
they
are
pu]ng
their
faith
in
you
to
make
the
What’s
the
answer
to
stop
all
of
these
scenarios…choosing
a
local
DMC
who
has
skills,
right
choices
for
them…that
puts
a
lot
more
pressure
on
you
as
the
agent
than
you
as
experHse
and
knowledge
to
give
you
a
professional
service
and
a
soluHon
to
your
the
‘family
holiday
booker’!
clients
needs.
Consider
the
average
number
of
desHnaHons
each
client
asks
you
to
present
to
them,
it
could
be
1,
it
could
be
3,
heck
we’ve
even
know
it
to
be
as
many
as
6
desHnaHons!
About
the
DMC
Industry
Imagine
managing
all
of
the
opHons
(including
accommodaHon,
venues,
acHviHes,
There
are
some
great
service-­‐driven
and
creaHve
DMCs
out
there
and
transfers
etc)
for
up
to
6
desHnaHons
you’re
mildly
familiar
with,
for
each
of
your
clients,
the
compeHHve
nature
of
the
industry
means
that
organizaHons
have
for
each
of
their
potenHal
groups?!
had
to
find
ways
of
adding
extra
value
for
their
clients
through
best
Enter
your
local
DMC…!
DMCs
are
like
an
extension
of
your
own
office,
a
‘local’
part
of
pracHce
and
high
quality
offerings.
you
in
another
desHnaHon.
Their
knowledge
of
the
local
market
should
be
second
to
none,
making
your
job
of
presenHng
the
possible
opHons
to
your
client
easy.
This
is
great
news
for
travel
buyers,
but
unfortunately
the
law
of
averages
means
there
are
always
going
to
be
a
few
rogues
in
the
pack
A
service-­‐driven
and
efficient
DMC
should
offer
you:
who
aren’t
up
to
the
standards
of
the
rest.
•
Local
experHse
on
accommodaHon,
venues,
acHviHes,
transfers
etc
This
guide
will
help
anyone
looking
for
a
new
desHnaHon
partner
•
Excellent
relaHonships
with
local
suppliers
for
best
prices
and
flexibility
weigh
up
the
risks
of
who
to
choose,
through
explaining
the
top
5
•
The
ability
to
translate
your
clients
needs
into
a
logisHcally
possible
ground
program
mistakes
that
DesHnaHon
Management
Companies
can
make
with
Without
choosing
to
partner
a
DMC
your
client’s
trip
could
be:
your
group’s
booking
–
making
it
a
vital
read
for
business
travel
professionals!
•
Much
more
stressful
for
you
in
the
planning
stage
as
you
juggle
the
desHnaHon
choices
and
all
of
the
communicaHon
/
provisional
bookings
with
venues
&
suppliers
Not
only
will
you
learn
what
these
mistakes
are,
but
you’ll
discover
how
to
spot
the
early
warning
signs
and
avoid
DMCs
who
could
make
•
A
logisHcal
nightmare
with
late
/
early
transfers,
or
a
program
that
doesn’t
flow
these
mistakes
that
put
the
success
of
your
incenHve
/
business
travel
smoothly
as
a
result
of
language
or
cultural
barriers
between
you
and
the
local
suppliers
arrangements
at
risk.
Brought
to
you
by
Hello
Scotland
(©
2011)
www.helloscotland.com

4. The
top
5
disastrous
mistakes
DMCs
can
make
(And
how
to
AVIOD
DMCs
who
make
these
mistakes)
Disastrous
Mistake
Number
One
The
DMC
doesn’t
offer
a
comprehensive
duty
of
care
to
visiCng
groups
The
travel
industry
is
parHcularly
prone
to
external
crises
with
recent
events
like
volcanic
ash
disrupHon
and
industry
strikes
reminding
us
of
the
potenHal
disrupHon
traveling
groups
can
be
exposed
too.
It’s
always
going
to
be
difficult
to
plan
for
unpredictable
events
and
although
many
DMCs
may
have
sound
crisis
communicaHon
plans,
process
and
risk
scenarios
in
place,
there
are
some
disasters
that
are
simply
unavoidable.
This
doesn’t
mean
that
in
the
middle
of
a
crisis
your
DMC
can
step
back,
hold
AVOID!
up
their
hands
and
say
‘there’s
no
way
of
predicHng
this
would
have
happened
–
it’s
out
of
our
hands
and
there’s
nothing
we
can
do
to
help’,
yet
There’s
a
simple
soluHon
to
avoiding
the
stress
of
having
to
sort
out
some
DMCs
may
give
you
lifle
help
in
a
disaster
situaHon.
problems
on
your
own
–
make
sure
you
don’t
choose
a
‘sleeping’
DMC!
In
truth
most
groups
will
enjoy
travel
without
any
real
crisis,
but
you
would
hope
that
in
any
problem
situaHon,
your
DMC
would
offer
you
support
for
Ok
that’s
probably
easier
said
that
done,
but
by
asking
your
even
the
smallest
on-­‐site
problems,
for
example
delayed
/
cancelled
flights,
potenHal
DMC
two
simple
quesHons
during
the
tendering
process,
lost
luggage
or
illness.
you
can
either
be
safe
in
the
knowledge
that
you’ll
have
their
support,
or
a
concerned
that
you
will
not.
No
mafer
the
scale
of
the
problem
your
DMC
should
offer
you
a
sufficient
level
of
professional
&
accessible
care,
through
open
and
honest
The
two
quesHons
are:
communicaHon.
1. What
is
your
duty
of
care
to
visiCng
clients
in
the
case
of
any
For
example,
the
most
common
occurrence
encountered
is
lost
luggage.
It’s
crisis?
not
life
or
death
but
can
be
a
stressful
Hme
for
the
individual
concerned.
2. What
on-­‐site
support
guarantees
do
you
offer?
Your
DMC
needs
to
be
able
to
react
to
this
in
a
compassionate
and
caring
way,
whilst
keeping
in
constant
contact
with
you
and
the
airline.
If
they
can’t
answer
you
or
you’re
not
confident
in
their
response,
you
should
consider
whether
using
their
services
is
Other
more
serious
incidents,
like
stranded
passengers
will
of
course
going
to
be
the
right
choice.
demand
the
full
afenHon
of
your
DMC,
to
assist
you
in
helping
your
client
through
a
crisis.
Brought
to
you
by
Hello
Scotland
(©
2011)
www.helloscotland.com

5. The
top
5
disastrous
mistakes
DMCs
can
make
(And
how
to
AVIOD
DMCs
who
make
these
mistakes)
Disastrous
Mistake
Number
Two
The
DMC
has
suggested
and
sold
you
acCviCes/venues/concepts
that
they
are
unfamiliar
with
The
scenario…
“You’re
planning
a
unique
and
exci?ng
incen?ve
trip
for
a
high
profile
group
and
you’ve
requested
something
‘out
of
the
ordinary’
from
your
DMC.
They
present
you
with
fantas?c
awe-­‐inspiring
ideas
that
everyone
loves.
But
what
you
don’t
know,
is
that
the
DMC
have
never
ran
the
program
before,
or
they’ve
never
been
to
the
venue,
despite
their
seemingly
good
knowledge.
AVOID!
None
the
wiser
you
arrive
and
something’s
not
quite
how
they
had
sold
it,
or
Like
mistake
number
one,
you
can
avoid
this
risk
by
really
listening
how
you
had
expected
it
to
be.
Your
client
is
disappointed
and
you’re
leJ
to
your
DMC
when
they
tell
you
about
the
program
they’re
answering
why
it’s
different
that
what
you’d
told
your
client
it
would
be.”
suggesHng.
If
they
get
excited
about
it,
have
quirky
or
personal
insights,
can
discuss
previous
examples
and
have
videos
and
A
DMC
can’t
be
expected
to
know
100%
of
everything
in
their
desHnaHon
–
images
to
show
you,
then
you
can
be
sure
that
they
are
providing
unless
they’re
some
kind
of
Super
DMC!
But
that’s
ok,
as
long
as
they’re
you
with
an
incenHve
soluHon
that
has
been
‘tried
and
tested’.
honest
with
you
and
tell
you
why
they
don’t
know.
If
they
can’t
give
you
an
in-­‐depth
descripHon
of
the
program
or
For
example,
perhaps
your
client
has
an
unusual
request,
or
there
is
a
new
venue,
then
you
should
most
certainly
ask
for
images
and
videos
to
venue
that
your
DMC
hasn’t
worked
with
yet.
These
are
acceptable
back
up
their
proposal.
If
you’re
sHll
not
sure
then
simply
ask
them
reasons…as
long
as
they
are
open
and
upfront
about
it.
if
this
is
new
for
them?
If
they
are
honest
and
acknowledge
they
don’t
have
experience
with
They
should
have
idenHfied
this
at
the
beginning
of
your
something,
you
should
expect
them
to
do
further
research
for
you.
For
interacHon
with
them,
so
if
you’re
not
convinced
of;
example
to
liaise
with
the
supplier,
perhaps
do
a
quick
FAM
trip
for
you,
or
suggest
you
can
visit
it
together
on
a
site
inspecHon.
a) their
openness,
and
b) their
ability
to
provide
you
with
a
sound
incenCve
program;
Then
you
should
consider
another
DMC
that
gives
you
confidence,
is
honest
about
their
limitaHons
and
offers
you
a
soluHon.
Brought
to
you
by
Hello
Scotland
(©
2011)
www.helloscotland.com

6. The
top
5
disastrous
mistakes
DMCs
can
make
(And
how
to
AVIOD
DMCs
who
make
these
mistakes)
Disastrous
Mistake
Number
Three
The
DMC
isn’t
upfront
with
their
costs
and
they
hid
‘extras’
There’s
nothing
worse
than
agreeing
costs
and
finding
out
during
or
aker
your
group
have
travelled
that
there
were
hidden
extras.
You
won’t
have
budgeted
for
these,
and
if
you’re
working
on
behalf
of
an
end
client
the
chances
are
you
could
end
up
absolving
the
addiHonal
cost,
as
AVOID!
you
didn’t
make
them
aware
of
it
earlier.
There’s
no
sure
way
of
finding
out
if
a
DMC
is
trustworthy
with
Your
chosen
DMC
should
always
make
you
aware
of
ALL
costs
that
are
their
costs
unHl
you’ve
done
business
with
them.
However
there
involved
in
your
program
including
any
surcharges,
variable
costs
(like
drinks)
are
some
warning
signs
you
can
look
out
for
and
a
few
things
you
and
VAT.
can
request
from
your
DMC.
If
they
don’t
inform
you
about
all
costs
in
advance
of
you
making
the
Analyse
their
communicaHon,
their
program
and
costs…does
it
booking,
there
are
either
problems
in;
appear
‘slap-­‐dash’,
messy,
full
of
mistakes
or
unprofessional?
If
so
there
could
be
a
forgelul
/
inefficient
culture
within
the
a) Their
communicaHon
process
or,
organisaHon
which
could
increase
the
chances
of
errors
in
your
b) The
integrity
of
their
organizaHon
costs.
A
more
comprehensive
communicaHon
system
and
a
clear
program
means
a
befer
chance
of
comprehensive
costs
up
front.
Either
of
the
above
can
be
detrimental
to
your
own
business
acHviHes
and
the
success
of
the
travelling
group.
Also
consider
their
general
percepHon
and
evidence
of
previous
business
and
saHsfied
clients
–
case
studies,
tesHmonials
and
It’s
crucial
to
avoid
organizaHons
who
operate
in
this
way,
but
it’s
also
social
media
menHons
are
a
good
way
to
gauge
their
difficult
to
determine
their
business
acumen
in
advance.
The
advice
opposite
trustworthiness
in
the
marketplace,
from
both
clients
and
should
help
you
miHgate
against
this
risk.
suppliers.
Finally,
ask
your
DMC
for
‘line-­‐by-­‐line
costs’
so
you
can
see
exactly
how
much
money
is
allocated
against
each
element
of
the
program
–
minimising
your
risk
of
hidden
extra
costs.
Brought
to
you
by
Hello
Scotland
(©
2011)
www.helloscotland.com

7. The
top
5
disastrous
mistakes
DMCs
can
make
(And
how
to
AVIOD
DMCs
who
make
these
mistakes)
Disastrous
Mistake
Number
Four
The
DMC
hasn’t
communicated
effecCvely
with
the
program
suppliers
The
scenario…
‘You’ve
worked
hard
to
understand
what
your
client
wants
to
achieve
from
their
incen?ve,
it’s
purpose
and
their
expected
ROI.
You’ve
then
spent
?me
communica?ng
this
to
your
DMC,
who
despite
the
language
barrier,
seems
to
fully
understand
the
underlying
theme
of
the
incen?ve
or
business
trip
and
have
presented
you
with
some
op?ons
that
seem
to
fit
the
bill
perfectly.
AVOID!
Like
in
disastrous
mistake
number
two,
you
arrive
on
site
with
your
client
and
things
aren’t
what
you
expected
and
suddenly
you’re
in
a
very
difficult
Like
most
of
the
AVOID!
soluHons,
ge]ng
recommendaHons
from
posi?on
with
your
client.
They’re
not
happy
with
the
program,
but
there’s
tesHmonials,
online
media
etc
is
a
great
ways
to
gain
iniHal
trust
very
liSle
you
can
do
as
the
group
have
already
arrived!’
from
a
DMC.
This
is
definitely
a
mistake
that
you
want
to
avoid
as
it
can’t
be
fixed
once
A
site
inspecCon
is
the
best
way
for
you
to
see
the
relaHonship
you’re
on-­‐site
with
the
group,
but
you
can’t
possibly
be
involved
in
all
of
the
between
the
DMC
and
the
venues
/program
acHvity
suppliers/
communicaHons
between
your
DMC
and
the
local
suppliers…otherwise
accommodaHon.
A
site
inspecHon
will
allow
you
to
:
there
would
be
no
point
in
partnering
a
DMC
at
all!
a)
Analyse
the
rapport
between
DMC/Supplier
to
give
you
an
Instead
you
must
be
able
to
trust
your
DMC
to
communicate
your
client’s
indicaCon
of
the
strength
of
the
relaConship
requirements
effecHvely,
which
can
be
difficult
to
do
if
you’ve
never
worked
with
them
before.
b)
See
how
the
DMC
has
communicated
the
underlying
theme,
expectaCons
&
expected
ROI
to
the
supplier.
A
DMC’s
relaHonship
with
their
local
suppliers
is
crucial…in
fact
it’s
one
of
the
reason
why
organizaHons
choose
to
partner
DMCs
in
the
first
place!
If
the
rapport
is
strong
and
the
supplier
understands
what
you’re
trying
to
achieve,
you’re
DMC
has
communicated
your
expecta?ons
effec?vely
and
you’ve
got
nothing
to
worry
about
on
this
front!
Brought
to
you
by
Hello
Scotland
(©
2011)
www.helloscotland.com

8. The
top
5
disastrous
mistakes
DMCs
can
make
(And
how
to
AVIOD
DMCs
who
make
these
mistakes)
Disastrous
Mistake
Number
Five
The
DMC
doesn’t
understand
the
dynamics
of
your
relaConship
with
your
client
By
it’s
very
nature,
desHnaHon
business
travel
like
corporate
incenHves,
have
a
long
chain
of
involved
organizaHons,
starHng
with
your
client
at
the
very
top
of
the
chain.
The
management
of
each
relaHonship
in
the
chain
is
criHcal
to
the
success
of
the
project
for
everyone
involved.
You
would
expect
that
any
DMC
would
have
a
clear
understanding
of
this
relaHonship
chain,
but
if
the
last
4
Disastrous
Mistakes
have
taught
us
anything…you
should
be
prepared!
AVOID!
Your
DMC
should
understand
what
we
call
the
‘tri-­‐part
relaHonship’:
Expect
most
DMCs
to
have
a
comprehensive
understanding
of
the
relaHonship
between
you
and
your
client.
The
DMC
–
You
the
Agent
–
Your
Client
However
to
double
check
you
don’t
choose
a
DMC
who
will
let
you
Unfortunately
if
DMC
lacks
understanding
of
this
and
the
intuiHon
needed
to
down,
you
need
a
lifle
intuiHon
of
your
own!
facilitate
and
manage
everyone’s
expectaHons,
you
many
not
discover
this
unHl
it’s
too
late
and
your
client
is
on
a
site
inspecHon
with
you,
or
worse
sHll
Communicate
as
much
as
you
can
with
your
DMC
to
get
a
feel
for
the
group
have
arrived.
how
they
do
business
and
listen
carefully
about
how
they
talk
about
your
end
client.
This
can
present
an
awkward
atmosphere
for
everyone
involved
so
it’s
best
to
avoid
this
if
you
can!
Do
they
understand
that
you’re
not
the
final
decision
maker?
Are
they
offering
you
informaHon
to
help
you
help
your
client?
For
example
can
they
provide
you
with
unbranded
informaHon
for
the
group?
E.g.
important
travel
info
for
their
desHnaHon.
The
answers
to
all
of
these
quesHons
should
give
you
an
overview
of
how
the
DMC
operaHons
and
what
their
understanding
of
the
‘tri-­‐part
relaHonship’
is.
Brought
to
you
by
Hello
Scotland
(©
2011)
www.helloscotland.com

9. About
Hello
Scotland
The
Hello
Scotland
‘CUSTOMER’
Guarantee
CreaCvity
Hello
Scotland
is
a
dynamic
DMC,
dedicated
to
giving
you
creaHve,
handcraked
Handcraked
incenHve
programs,
individually
brainstormed
to
include
experiences
that
deliver
value
and
long-­‐lasHng
impressions.
innovaHve
&
fresh
ideas,
unique
to
you
Your
visit
to
Scotland
will
be
planned
and
delivered
by
a
team
who's
excepHonal
Unprecedented
Quality
levels
of
afenHve
hosHng
brings
a
uniqueness
to
your
Scotland
experience,
Standardised
operaHng
processes
means
you
receive
the
same
level
of
making
it
an
unforgefable
visit.
service
and
consistency
for
every
incenHve
For
the
last
15
years,
the
team
at
Hello
Scotland
have
been
passionate
and
On-­‐Site
Support
commifed
to
bringing
you
the
finest
Scotland
has
to
offer,
in
a
way
that
We
promise
the
personal
touch,
so
you
clients
have
a
designated
Project
perfectly
fits
your
requirements
and
budget,
so
you
get
the
best
ROI
for
Manager
on
call
24-­‐7
during
their
visit,
so
you
can
relax
incenHves
and
corporate
events.
We
Talk
to
You
By
conHnuous
communicaHon
and
listening
to
client
feedback
we
can
Hello
Scotland
specialise
in
assisHng
you
with
the
following
types
of
travel
to
improve
our
processes,
moHvate
staff
&
efficiently
problem
solve
–
giving
Scotland:
you
a
fine-­‐tuned
&
proven
service
•
IncenCve
Travel
Achieving
Your
ObjecCves
•
Product
Launches
We
create
a
program
that
is
specifically
designed
to
help
you
achieve
the
•
SporCng
Event
Support
Services
(Team
/
Board
&
Sponsors
/
Supporter
Groups)
goals
&
objecHves
for
your
incenHve
•
Conference
Support
Services
Member
Experience
We
share
knowledge,
experiences
&
ideas,
giving
you
programs
created
by
individuals
with
years
of
experience
in
the
industry
Hello
Scotland
143
Dalsefer
Avenue
That
Li^le
Bit
Extra
Glasgow
G51
8TE
It’s
the
small
things,
with
no
cost,
that
someHmes
create
an
emoHonal
and
+
44
(0)
141
944
7224
memorable
experience.
Tell
us
what
will
add
value
for
you
or
your
clients!
Website:
www.helloscotland.com
Our
Responsibility
In
2008
we
were
the
first
UK
DMC
to
be
awarded
CarbonNeutral®
status.
We
conHnued
to
operate
with
these
values,
seeking
greater
sustainability
&
Blog:
hfp://corporateincenHvetravel.wordpress.com/
responsibility
to
local
communiHes.
Follow
Us
on
Twifer:
hfp://twifer.com/HelloScotland
Brought
to
you
by
Hello
Scotland
(©
2011)
www.helloscotland.com