FAQs

Rapid Industry Growth - to sustain rapid growth and expansion, our industry needs enhanced communication capabilities among companies that supply services to exhibitors at shows, and the shows and customers they service. Prior to the EACA no organization communicated regularly on the day-to-day issues which impact trade show logistics and exhibitor services on the showfloor. EACs are in the best position to "take the temperature" of exhibitor's satisfaction with showfloor services on a nationwide basis, and make this information available to all other stakeholders in the trade show industry.
Growth of EAC Companies - the rapid expansion of trade shows has impacted the growth of exhibitor-appointed contractors as well. This has raised a number of issues among facility managers and show organizers as to the suitability of these contractors. Prior to the EACA there was no nationwide organization focused on the establishment of an EAC Code of Conduct and the development of a nationwide training program for EAC workers.
Media Choices. The exhibiting companies that have fueled the growth of trade shows, have more choices every day on where to spend their marketing dollars. In order to sustain the growth in trade show marketing, every part of the exhibitor value chain must make continuing improvement. Prior to the EACA no industry association was focused on "raising the level of service excellence on the showfloor."
Exhibitor Sophistication. As trade show exhibits continue to increase in size and sophistication, and constantly require new skills and services for their successful set-up and tear down, the need for an ongoing nationwide training program for showfloor workers gets ever larger. Prior to the EACA there was no nationwide organization focused on the development of a nationwide training program for EAC workers.
New Financial Pressures on Exhibitors. As trade shows have continued to grow and prosper, they have become prime targets for acquisition by companies that seek accelerated paybacks on their investments. These fast payback plans many times are achieved at the expense of customer satisfaction. Prior to the EACA no industry association was focused on creating continuous effort to benchmark, track, and improve the exhibitor's customer satisfaction index.
Tip of the Iceberg. All this growth in trade shows has happened in spite of the fact that 40% of first time trade show exhibitors don't return. Prior to the EACA no industry association has undertaken a campaign to drive that number down.

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WHAT ARE THE MOST COMMON SERVICES PROVIDED BY EXHIBITOR APPOINTED CONTRACTORS (EAC)?

The EACA has members who provide services to exhibitors on the show floor in 10 different categories.

The most common service categories are:

• I&D Labor

• Exhibit Transportation

• AV

• Carpet / Flooring

• Furniture

EACA members also provide the following services

• Computer rental

• Floral

• Models / Talent

• Photography

• Security

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ARE THERE BENEFITS OF USING AN EAC RATHER THAN A GENERAL SHOW CONTRACTOR (PLEASE ADDRESS SAVINGS, EFFICIENCY, WORK QUALITY, FAMILIARITY WITH EXHIBITOR, ETC.)? PLEASE LIST THREE KEY BENEFITS.

Exhibitors choose EACs to provide their showfloor-based exhibit services for the same reasons that show organizers prefer to establish a long term relationship with a general service contractor (as opposed to changing contractors every year). It’s about consistency, familiarity with customer needs and goals, sensitivity with customer budgets, and the development of a customer knowledge base that has unspeakable value.

The three primary benefits are:

• Hiring/firing control

• Quality of services provided

• Value delivered

Probably the best testimonial for the value of the services that EACs provide to exhibitors is that most major general service contractors have formed their own EAC divisions.

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DOES A FAIR SHARE OF SOLICITATION FROM EACs OCCUR ON THE SHOW FLOOR? IF SO, HOW COMMON IS IT? DOES YOUR ASSOCIATION OR TRADE SHOW INDUSTRY DISCOURAGE SOLICITATION AT SHOWS? WHAT IS ACCEPTABLE? WHAT IS THE STANDARD PRACTICE? HOW IS IT ENFORCED?

The long-standing myth in our industry is that EACs brought their businesses to prominence by soliciting clients on the show floor.

In reality, EACs have become a vital and very important part of the trade show industry because of their ability to respond to customer needs and deliver a brand of customer service that consistently exceeds expectations.

An EAC’s ability to keep its customers is based upon their performance in their last job. A general service contractor’s maintains their ability to have an opportunity to service an exhibitor based upon their performance with show management – not with the exhibitor necessarily. If an EAC has a significant service failure with the exhibitor, they will most likely be gone before next year’s show. If a general service contractor has a significant service failure with an exhibitor, they will still most likely be the general service contractor at next year’s show.

Exhibitors know this.

Exhibitors also know they, in large measure, subsidize the general service contractor’s revenues, whether they use their elective services or not. In spite of this most exhibitors, still prefer to use EACs.

Show floor solicitation, by EACs, does not exist for all practical purposes. In the 10 year history of the EACA, there have been three (3) incidents brought to our attention about show floor solicitation. Of those, two were not members of the EACA.

The industry standard is that there is to be no solicitation of present, or future, business on the show floor from prospective customers. Of course, EACs, like anybody else, are free to discuss present, or future business, with existing clients.

Every EACA member, upon joining the association, signs a professional code of conduct and ethics that specifically states that the trade show floor is a “no marketing zone”. I don’t know of any other association that so clearly spells that out, or is willing to contact a member that violates this policy. As far as I know, we are the only industry association that takes a stand on business practices that are widely seen as unethical.

If a member should be in violation of a policy like “no solicitation” (which has happened once in our 10 years) the owner will receive a letter from the Executive Director of the EACA letting them know of the ethics violation with a recommendation for corrective action with the employee in question. While the EACA has no standing to tell any member how to conduct their business, we do remind them that EACs, and all industry stakeholders, trade principally on their reputation. And, if we have become aware of the cited ethics violation, they can be sure that others have heard as well – which can seriously damage the reputation they want to maintain and protect

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ARE MOST EACs MEMBERS OF YOUR ASSOCIATION?

Of the major trade show industry EACs, more than 95% are members of the EACA. However, there are still a great number of small mom and pop exhibit services companies that are not members.

All EACA memberships are corporate memberships. We currently have in excess of 200 members, out of the estimated universe of 500 exhibit services companies.

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DO EAC PRACTICES DIFFER IN NON-UNION AN UNION FACILITIES? PLEASE EXPLAIN?

Operationally speaking, EACs that work with unions to deliver their service must accommodate the work rules of the local union as specified in their collective bargaining agreements. While “right to work” cities create options for contractors (EACS and general service contractors alike) that might not be present in the “union cities”, most contractors tend to take advantage of the resources provided from a stand-by workforce like that presented from a union.

In short, the practices of all contractors differ from city to city as described in the union work rules spelled out in the collective bargaining agreement.

Having said that, the EACs business model doesn’t change, nor do their core values, no matter where services are delivered.

In a sense, EACs are hired to deliver a brand of service that overcomes limitations sometimes presented by changing work rules from city to city and convention center to convention center.

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WHAT IS THE NUMBER ONE ARGUMENT THAT EACs FACE IN THE INDUSTRY TODAY?

The number one challenge to EACs as they endeavor to service their exhibitor clients, are show management rules that intentionally, or unintentionally, impede their ability to deliver the highest possible level of customer service. In most cases where show management rules create such an obstacle, it would seem as if show management is trying to create even more of an advantage for their general service contractor than already exists by virtue of their “official” designation. In our experience, these misguided efforts only serve to diminish the level of service exhibitors might otherwise receive, and lowers the exhibitors experience of value and satisfaction with the show in question. .

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WHAT'S AHEAD FOR THE FUTURE? HOW HAVE AND WILL EACS AFFECT THE FUTURE OF THE TRADE SHOW INDUSTRY? WHAT IS THEIR IMPACT ON SHOW MANAGERS?

The EACA believes that the future is bright for the trade show industry, and EACs, as long as exhibitors retain the right to choose their own suppliers.

With the ability to maintain a sense of control for their exhibiting programs, and to have a direct say in the way they are serviced, exhibitors will continue to participate in trade shows in increasing numbers.

At the EACA, we say that EACs, as well as other exhibit service suppliers, are the customer service arm of the tradeshow industry. What better explanation is there for the fantastic growth that our industry has seen in EAC companies?

In 1979 there were only a handful of specialty service companies dedicated to providing booth installation and dismantle services at tradeshows. EAC companies today now number in the hundreds. In fact, most general service contractors now have special EAC divisions so they too can provide a more customized service solution for tradeshow exhibitors.

The EACA has determined that the presence of EACs in our industry creates value, and revenue, for show managers. Exhibitors make decisions about how much exhibit space, and which exhibit, to bring to a trade show based not only on market factors, but also their ability to control exhibit costs.

The show managers that limit their exhibitor’s access or use of EACs tend to have shows with smaller, unsophisticated displays. These events are smaller and require less native ability to move them in and out of convention centers.

The show managers that encourage exhibitors to utilize the supplier of their choice, whether it be EAC or general service contractor, have shows with larger, more elaborate displays that are daring, compelling and visually interesting.

In other words, when exhibitors are allowed to hold the reins of their buying and spending decisions, exhibitors spend more. When exhibitor’s choice is limited or taken away, they tend to spend less.

As I once heard said at a keynote session in a major trade show industry event as regards the future potential of that industry’s marketplace – “open is good, closed is bad” referring to why the western world has done better economically than those countries previously controlled by the Soviet Union.

EACs represent the open market approach to trade show exhibit servicing.

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WHY and HOW to Hire an EAC?

Exhibitors hire EACs for a wide variety of reasons, including

The ability to gain control over the suppliers that are servicing your exhibit. As your service supplier you have the power and authority to hire and fire based upon their ability to perform. You can't exercise that authority over the show contractor.
Improved accountability for the work provided. Since you can hire and fire your supplier based upon their performance, they are more accountable to delivering the kind of service you want when you want it.
Ability to control your budget. Your EAC supplier can take the time to become more familiar with your goals, objectives and budget. By focusing their service on your company and being sensitive to your budget, you gain predictability over your exhibit service expenses.
Familiarity with your exhibit properties. Not only is your EAC familiar with your budget, they can also become familiar with your exhibit property saving valuable time and money, event after event. And this familiarity will also mean your exhibit should enjoy a much longer and more productive life.
Your EAC may very well become a strategic component of your exhibiting program. When building or purchasing a new display you can bring all your EACs together to assist you in the process of budgeting for your shows, and gain a much more accurate picture of the true cost of exhibit ownership.

When it comes time to hire an EAC you should ask the following questions;

1. How long has the EAC been in business?

2. Describe the services you provide:

a. Labor

b. Warehouse

c. Exhibit repair

d. Graphic capabilities

e. Supervision

f. Trucking

g. Coordination Services

h. AV

i. Specialty furnishings

3. Tell me why your company is uniquely qualified to service my exhibit.

4. Are you registered with the facility/city convention bureau?

5. Do you have all the appropriate insurance coverages?

6. Will you provide me with a copy of Liability and WorkersComp. Insurance Certificate?

7. Describe your working relationship with a. General Contractors b. Show Managers c. Facilities

8. How many other clients do you have on this show?

9. How well equipped are you to service me and your other clients at this show?

10. How can I contact you after hours in the event of an emergency?

11. What do you charge for your services?

12. What are your payment terms?

13. I’m running a credit check, is there anything I should know?

14. Can you provide three exhibit manager references?

15. Can you provide two exhibit producer references?

16. Are you a member of the EACA?

17. If not, do you have a written code of professional conduct & ethics?

As bona fide trade show industry professionals, all EACA members pledge to conduct themselves, both on the show floor, and off, in a manner which is above reproach and serves only to enhance and improve the value of their exhibitor customers' trade show experiences, as well as the shows in which they work.

Should all trade show exhibitors follow these important steps when hiring an EAC, we believe that your sense of control, satisfaction and success for your trade show program will greatly improve. Otherwise, please remember that the EACA is always available to be of service whenever it’s necessary.

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