Tuesday, June 5
4:30 pm – 6:00 pm
Reception at the hotel Meet up with friends and colleagues in the Terrace Room for some light bites and a drink or two. It will be a nice time to catch up!
Pittsburgh Pirates vs. LA Dodgers
For those who elect to go to the game, we will take a short ride on the Pittsburgh Subway from the hotel to PNC Park for the Pirates game. PNC Park, which opened in spring 2001, is a classic-style ballpark, (widely viewed
as one of the finest parks in MLB.) It is an intimate facility that embraces the progressiveness of Pittsburgh while saluting the spirit of early ballpark originals such as Forbes Field, Wrigley Field, and Fenway Park. It is the fifth home of the Pittsburgh Pirates since their inception in 1887. This riverfront facility combines the best features of yesterday’s ballparks – rhythmic archways, steel trusswork, and a natural grass playing field – with the latest in fan and player amenities and comfort.
Tickets are $40.00, and separate registration is required. The last day to purchase game tickets is Tuesday, May 1. After this date, any extra tickets purchased by ITODA must be returned and will be available available for sale to the general public. Anyone wishing to attend the game can register on the Industry Forum registration form.
Wednesday, June 6
7:30 am – 8:30 am
Breakfast on your own in the Terrace Room Restaurant (included in your hotel room rate)
8:30 am – 10:00 am
The Psychology of the Consumer: External Forces
Participants will delve deep into the psyche of the consumer, probing how consumers make buying decisions and how others influence purchases. The breakout sessions will include discussions of purchase decisions, modeling the consumer decision process, and experimenting with various marketplace influencers such as market maven, connectors, and innovators.
10:00 am –10:15 am Break
10:15 am – 12:00 pm
The Psychology of the Consumer: The Forces Within
This session will look at the impact personality has on consumer purchases and how attitude shapes what we buy. Breakout sessions will include collaborating in groups with similar personality types, and exploring models of attitude.
12:00 pm –1:15 pm Lunch
1:15 pm – 2:45 pm
Delivering Amazing Customer Service: What it Takes to Satisfy your Customers
This session will examine customer service from a provider’s perspective. The causes of customer satisfaction will be investigated and specific helping behaviors of providers and customers will be discussed. Attendees will share their stories of how they helped their clients to improve the customer service experience. Tips will be provided for how to generate energy and passion in an organization that becomes contagious to customers.
2:45 pm – 3:00 pm Break
3:00 pm – 4:00 pm
Delivering Amazing Customer Service: Getting Your Customers to Help You
This session will examine customer service from a customer’s perspective. Actual techniques a business can use to get their customers to help will be shared. A sneak peek at Dr. Guskey’s upcoming book, Itching for Better Service: HELP YOURSELF!, including the rules and tools for obtaining better service, will be revealed.
At the end of the Summer Industry Forum, a project will be assigned that will expand on the learning experience from the first workshop. This project will be analyzed and shared during the Fall Industry Forum.
6:00 pm – 9:00 pm
President’s Reception and Dinner at Monterey Bay Fish Grotto
We will gather in the hotel lobby and board our transportation for the short trip up to Mount Washington. Mount Washington is a neighborhood in Pittsburgh’s south city area. It is known for its steep hill overlooking the Pittsburgh skyline, which was rated the most beautiful vista in America by USA Weekend. Mt. Washington’s funiculars, the Duquesne and Monangahela Inclines, are the oldest continuous inclines in the world. It is also widely acclaimed for the row of upscale restaurants paralleling the crest of the hill upon which the community sits.
We will dine at the Monterey Bay Fish Grotto, Pittsburgh’s premier seafood restaurant, which boasts stunning 360˚ views of Pittsburgh’s legendary skyline. The menu features flown-in-daily Monterey Bay Seafood Watch Certified Sustainable seafood paired with seasonal local ingredients, prepared expertly with a focus on fresh flavors.
Thursday, June 7
6:30 am – 8:00 am
Breakfast on your own in the Terrace Room Restaurant (included in your room rate)
Travel to Walker Supply
We will meet in the hotel lobby (please make sure you have checked out of the hotel) and then board our transportation for the trip to Walker Supply Inc. (For those who have return flights from the Pittsburgh International Airport, staff from Walker Supply will kindly shuttle you to your specific gate of departure.)
9:15 am – 11:00 am
Tour Walker Supply
We will enjoy a tour of Walker Supply Inc., which has been a Turf and Ornamental supplier since 1991. They are committed to providing you with unsurpassed dedicated service, product expertise, and local agronomic insight.
We will re-board our transportation for the return trip to the hotel, marking the conclusion of the 2018 Summer Industry Forum.
ITODA recognizes the care that must be taken at a gathering of this nature.
Accordingly, ITODA will ensure that the meeting is monitored according to a strict protocol to ensure that no violation of the anti-trust laws takes place.