How To Grow Your Business

Transcription

1 Empower your Call Center meeting the challenges of the future...today NATIONAL AMTELCO EQUIPMENT OWNERS 2006 ANNUAL CONFERENCE Welcome to Orlando! On behalf of the NAEO Board of Directors and the Conference committee, we would like to invite you to join us for the 2006 NAEO Annual conference in very sunny Orlando! No chance of being rained out, this time. The Gaylord Palms Resort is completely covered by a glass canopy. It can rain outside, but will continue to be dry inside. This year we want you to find ways to Empower your Call Center! We want you to learn how to grab onto future possibilities and make them work for you. It's not just about listening to speakers; we have interactive round table sessions where the information is personal and specific to your business. If you have not yet completed the NAEO test to receive a 10% discount on your service contract, this one session could pay for your conference experience! Don't miss out on this chance. So, no snow, no rain, lots of places to network with old friends and make new ones, a dynamite speaker plus sessions designed just for you! What more you could you ask for? Take a look inside and then hurry to register. Betty Bouchie & Cori Bartlett NAEO Conference Chair & Co-chair Conference Highlights March 25-28, 2006 Gaylord Palms Resort Orlando, Florida Steven S. Little: a keynote speaker with powerful information on growing your business Getting the most from the all-new NAEO website Real world ideas on sales & marketing, plus a host of Infinity features Benchmarking Operators: how do we know that our operators are performing as they should? Training Supervisors: proven methods for identifying, hiring and keeping great supervisors Systematize your business Different methods of customizing reports for your specific needs How to keep Infinity running smoothly Round table discussions on applications and programs important to you Put everything together in a strategic plan!

2 Orlando: A Dazzling Array of Entertainment Orlando is the one-stop meeting and take-a-break destination, where after the day's work is done, it's time to live and play. While Orlando is probably best known as a family destination for its lovable characters and fantastic attractions, there are so many other exciting things to see and do. Orlando is a place where you can be a kid at heart, but still enjoy happening happy hours and grown-up indulgences like fine dining, championship golf, late-night club hopping and pampering spa treatments. Those with a taste for the finer things will find ample opportunity for shopping in Orlando. The area boasts nearly every upscale department store in the United States as well as several luxury international brands and specialty stores. If the typical theme park experience just isn t your scene, you might try one of the parks behind the scenes, VIP or special interest tours which offer frontof-the-line access to the most popular rides, a personal tour guide, insider information and other perks. If your favorite way to spend some green is on the golf course greens, play one or more of the 168 golf courses within 40 minutes of Orlando, several of which were designed by legendary players and course architects including Jack Nicklaus, Arnold Palmer, Tom Watson and Greg Norman. Orlando is a truly unique meeting place that offers a dazzling array of exciting entertainment options guaranteed to make this event more than "just another meeting." Gaylord Palms Resort & Convention Center The Gaylord Palms Resort is Central Florida's newest attraction. The picturesque resort is located five minutes from the gates of Walt Disney World, and features 1,406 upscale guest rooms, world-class amenities, imaginative swimming pools, innovative shops, lively entertainment and colorful Florida themes that carry throughout an expansive 4.5-acre glass-topped atrium. Spacious guest rooms feature refrigerators and inroom computers with high-speed Internet access. The resort's Canyon Ranch SpaClub offers the most extensive menu of services in Central Florida, and is the only area spa to receive the prestigious Mobil Four Stars. Award-winning dining options include Old Hickory Steakhouse, Villa de Flora Marketplace, and Sunset Sam's Fish Camp. Nightly entertainment includes a spirited Sunset Celebration in the Key West atrium and a "Best of Florida LIVE!" exhibition features live alligators and native turtles. La Petite Academy Kids Station offers drop-in care. Transportation is provided to theme parks and nearby golf course. Rates: $174/night Rooms are blocked for 3 days pre- and post-conference. Rate cut-off date is February 28, Reservation line: Parking onsite rate: $7/day Website: reservations.gaylordpalms.gaylordhotels.com 2

3 What to Bring The Gaylord Palms has a computer available in every room, so you may want to take the opportunity to leave the laptop at home. Should you want to venture outside, Orlando s weather in March averages 79 F during the day and 56 F in the evening. Inside the Gaylord, the temperature is always 72 degrees. Gaylord Palms Meeting Facilities You will want to bring comfortable, lightweight, casual business attire for the sessions. Remember, we are under a glass canopy, so you can leave the boots and raincoats at home. There are two pools, so throw in a bathing suit, just in case. The opening reception has a calypso flavor, so you may want to pack something with an island feel. Don't forget a good supply of business cards to hand out to those new friends you will meet. Binders, nametags and a directory of attendees will be provided for you at check-in. Topic materials will be available during the sessions. With lots of theme parks in the immediate area, you may want to bring your spouse and children, so they can take advantage of the fun available in the surrounding area. 3

4 Schedule of Events Saturday, March 25 7:00-8:00 p.m. 8:00-10:00 p.m. Sunday, March 26 7:30-8:00 a.m. Welcome New Members Welcome Newcomers! If this is your first NAEO conference, please join us and meet the NAEO Board of Directors and membership committee members. Share a drink and find out all of the great reasons to belong to the NAEO. If this is your first time here and you don't know a soul, come and let us welcome you. There are no strangers in the NAEO, just friends waiting to meet you! Opening Reception Where have you been? It's been a whole year!!! Come and join us by the South Beach pool for some music, food and lots of friends. Network with people you may not have seen in a year, or who you may have never met. Relax and enjoy the evening together. Continental Breakfast & Registration 8:00-8:30 a.m. 8:30-10:00 a.m. Steven S. Little Opening Ceremonies The 7 Irrefutable Rules of Small Business Growth & the Future of Opportunity for NAEO Members In this timely and informative keynote presentation, Steven S. Little will present what it takes to grow your business effectively and profitably with his list of seven specific areas in which sustained growth companies concentrate their efforts. By combining a thorough understanding of proven growth initiatives with specific knowledge of trends affecting the future of call centers, participants will leave the session with their own concrete and actionable list of go-dos that will bring immediate results. KEYNOTE SPEAKER: Steven S. Little, Business Growth Expert Steven Little's experience as president of three high-growth companies through the 80s and 90s has made him a much sought after speaker, consultant, and writer on the subject ever since. Both FAME, Inc. and Erb Industries, Inc. achieved profitable growth rates of over 500% during his tenure. As President of The Queensboro Shirt Company, Steve helped to build one of the country's most successful sites for Internet commerce. In addition to being a senior consultant for Inc. Magazine since 1998, he is also the author of two books, The 7 Irrefutable Rules of Small Business Growth and The Future of Success...A Business Owner's Guide to Business Growth. In his highly energetic and always-entertaining presentations, Little delivers effective content such as actionable information business owners and managers can implement immediately and challenges the status quo with compelling and relevant illustrations of proven growth initiatives for the 21st century. Steve began his career in advertising with Foote, Cone and Belding/Chicago and DKB Advertising, where he worked with accounts such as Frito-Lay, Grandma's Cookies, Frigidaire, Pearle Vision Centers, and Jiffy Lube. Steve is a graduate of Miami University and has studied at The Institute for Management Development in Lausanne, Switzerland and The Future Studies Masters Program at the University of Houston/Clear Lake. Steve and his family live in both sunny Wilmington, NC and historic Merida, Mexico. 10:00-10:15 a.m. 10:15-11:15 a.m. Steven S. Little Break Keynote Breakout: 20/20 Vision: STEEP Climbs, Weak Signals, and Seeing Your Business in the Year 2020 Despite man's best efforts and greatest inventions, we simply cannot predict the future. However, one of the defining characteristics of any successful business growth leader is the uncanny ability to anticipate the future. While they may not be able to predict it, owners of sustained growth companies learn how to read the trends of today to help them meet the opportunities of tomorrow. Illuminating the future of opportunity and success in your near-term future, Steve identifies the greatest macro-changes certain to impact the world in which you compete and dovetails them with specific developments pertinent to NAEO members. 4

5 11:15 a.m. - Noon Joe Adam Schedule of Events Getting the Most from the NAEO Website This session will cover the new and improved NAEO website. We will demonstrate all the new features (webinar, event, conference registrations) as well as discuss all the other new additions. We will also discuss the Online Operator test as well as the new enhanced NAEO Tech Support (and its committee) available exclusively to our members. And finally, we will discuss the new bug tracker forum and its potential benefits to our members. At the end of the session, we will take suggestions from our members on additional features they would like to see in the upcoming year. Joe Adam, ACT Teleservices Joe joined ACT Teleservices in January 2006 with over 10 years experience in Call Center Operations and hospital based Answering Services. He also serves on the Board of Directors for NAEO and serves as Technical Chair. In his off time, he is an adult leader to his son's Boy Scout troop and enjoys amateur racing and website designing/programming. Noon - 1:30 p.m. 1:30-3:30 p.m. 3:30-3:45 p.m. Lunch & Candidate Introductions Amtelco Presents The Latest and Greatest Ideas! Labor Saving Features! Marketing Ideas! Don't Miss This! Break 3:45-5:00 p.m. Sharon Campbell & Jose Luis Tirado Real World Ideas on: Follow Me, Custom Status, Auto-Attend, Expiring Specials, Voic and evoicelink Learn how Follow Me, Custom Status, Auto-Attend, Voic and evoicelink can be sold, marketed and used in real world settings. Follow Me is currently not included with new systems. It is available on versions: 4.43, 5.04, 5.10, 5.11, 5.20 & Custom Status is currently not included with new systems. It is available on versions: 4.43, 5.04, 5.10, 5.11, 5.20 & Auto-Attend is currently included with new systems, but not included with First Link Systems. It is available on versions: 4.43, 5.04, 5.10, 5.11, 5.20 & Expiring Specials is currently included with all and greater upgrades and new systems. It is available on versions: and greater. Voice Mail is currently included in all new systems. It is available on versions: 4.43, 5.04, 5.10, 5.11, 5.20 & EVoicelink is an optional feature. It is available on versions: 4.43, 5.04, 5.10, 5.11, 5.20 & Sharon Campbell, Cal Johnson s Answering Service, Inc. Sharon is the owner of Cal Johnson's Answering Service, a call center with an interesting history. Cal Johnson was a disabled WWII veteran who had fused hips, which prevented him from sitting. Wanting to provide for his new bride, he and a local pharmacist came up with the idea of an answering service. Sharon worked for Cal Johnson in the 1970s as an overnight operator, yet it was the business itself, not answering phones, that most interested her. Shortly after buying his first Amtelco switch, Sharon assisted Cal with the upgrade to the Amtelco VCF 400, and she demonstrated her dedication to learning and contributing over the years. In June of 1986, Cal Johnson chose to sell her the business, which she did purchase and proudly runs today. Jose Luis Tirado, Teleconteste de Puerto Rico, Inc. Jose is a registered BD nurse and webmaster. He is currently studying for Microsoft Certifications. After living in New Orleans for ten years, Jose moved with his wife and 2 children back to his birthplace of Puerto Rico. Sunday Evening After a full day of sessions, kick back and relax. Join up with some old or new friends and find a nice spot on site for networking. There are plenty of places to eat, drink or just sit quietly and observe or chat, on the property. You could even book a massage at the spa or a golf game. Orlando is full of fun opportunities, if you would like to venture off site. Now is the time to take advantage of the sights in the area. You may want to check out the free shuttle, or rent a car onsite to go somewhere special. 5

6 Schedule of Events Monday, March 27 7:30-8:00 a.m. 8:00-9:30 a.m. 9:30-9:50 a.m. 9:50-10:00 a.m. Continental Breakfast & Registration Amtelco Special Presentation Tools to Manage Your Business! ATSI Presentation Break 10:00-11:00 a.m. Breakout Session A: Bill Smith & Sales & Marketing: Real World Ideas that Work! Maryann Wetmore Get ready for some good ideas for marketing and sales from people who have used them! This interactive panel discussion will tell you about marketing ideas such as Direct Mail, Yellow Pages, Telemarketing, and Referrals and try to help you with what works for your particular situation. We will also discuss the results of the Sales and Marketing survey that will be sent out to the membership so that you can get an idea of what other people are doing. Bring your questions and don t be afraid to share. Bill Smith, AnswerOne Bill has been in the answering service for 38 years. His company, AnswerOne, serves the New York City metropolitan area with answering and voice messaging services. He has been a proponent of maximum pricing, hence his motto, if in doubt, bill it out. A firm believer in aggressive, low-cost marketing, Bill has spoken on the subject at ATSI, NAEO and several regional association meetings. Maryann Wetmore, Network One Communications Maryann is the President and CEO of Network One Communications in Tampa, Florida. Founded in 1990, Network One has seen many seasons of change and growth within the telecommunications industry. Recognized as a creative salesperson and marketer, Maryann has shared her theories and practices as a presenter during various NAEO, regional and national telemessaging meetings across the country. She has been a published author on marketing and public relations issues, as well as being recognized by NAEO as Member of the Year and Writer of the Year. Maryann has served on the NAEO Board of Directors (NAEO Past President), ATSI Board of Directors, HIPAA Agreement Committee and currently serves on the ATSI Marketing Committee and STA Board of Directors. 10:00-11:00 a.m. Jody Laluzerne, Susan Kirkpatrick & Greg Strehlow 11:00 - Noon Barbara Bradbury Breakout Session B: Equipment Maintenance: When and How to Backup, Purge and Test Amtelco representatives walk through the best ways to keep the Infinity system, and its components, working at peak performance. Breakout Session A: Proactive Customer Service Come learn a few of the ideas that AnswerPlus has tried over the years to ensure that they "touch" each and every one of their clients several times each year. Discussions will cover traditional and not so traditional ways to keep in touch with customers, and attendees will be encouraged to share their best ideas with the group. Barbara Bradbury, AnswerPlus Barbara is Vice-President of Operations, and has been with AnswerPlus for 20 years. Barbara is an active participant in the industry; she has been Past President, Past Education Chair, and is currently Conference chair for CAM-X. She is also Treasurer for M-Plus, a TAS group that shares marketing ideas. While Barbara may claim to have no unique skills, she enjoys sharing her personal experiences with others in the industry, and how those experiences have improved her life, the lives of those around her, and her company's bottom line. 6

7 11:00 - Noon Allan Fromm & Angus Campbell Schedule of Events Breakout Session B: Custom Reporting and Unified Reports In this session we will take a look at commonly used records and statistics in the Infinity MDR, what they mean and how they can be used in reports. We'll then take a look at Amtelco's new Editing option for Unified Reports, which is based on the popular Crystal Reports reporting engine, and demonstrate how to customize existing reports and create new ones from scratch. Unified Reports are currently included with new systems, but not First Link Systems. It is available on versions: 5.20 & Allan Fromm, Anser Services Allan Fromm has been in the teleservices business since He is president of Anser Services which has offices in Wisconsin, Iowa and Mississippi. He is a member of the ATSI Board and has served as president of NAEO and of WSTA. He helped to develop XLScheduler, a workforce management software program. He is a graduate of Bucknell University with a degree in Business Administration. Angus Campbell, Aegis Management Associates Angus owned and operated New York City-based Harriet Campbell Inc., an all medical TAS founded in 1931, until November 2004, when it was acquired by American Medical Alert Corp. (AMAC), and rebranded as H-Link OnCall. After managing the OnCall Division of AMAC for three years, Angus left to join his wife Joan's consulting practice, Aegis Management Associates, Inc. in order to provide consulting, report writing and educational services to the call center industry. In January of 2006 Angus and Joan relocated Aegis Management Associates to Brunswick, Georgia. Noon - 1:30 p.m. 1:30-2:30 p.m. Tory Johnson Awards Luncheon Breakout Session A: Benchmark for Ops What benchmarks make for an average, good or great operator? What statistics can you look at to find the operators who are giving their best? How can you compare statistics to show areas that need improvement? Tory Johnson, ACT Teleservices Tory was introduced to the industry in June of 1997 when she began working for ACT Teleservices as a Telephone Operator. She quickly moved up to Administrative Assistant/Customer Advocate, where she performed all billing functions, account collections, customer service and all new account programming. She was then promoted to Operations Coach/Trainer. Tory was promoted to Trainer/Coach and later promoted to Operations Manager in March of In September of 2004 Tory relocated out of state but has continued to work for the team as the Product Development Programmer. 1:30-3:30 p.m. John Ratliff Breakout Session B: Systematize Your Business All businesses are run by systems; the question is, who is creating the system? Is it created intentionally or through chaos, someone's memory or dumb luck? The intentional creation of systems to run your business is key to a successful outcome. Are you tired of people you cannot depend on? Things not getting done on time or correctly? Customer correspondence that is missing or incomplete? Effective systems in your business will not only help with these problems, they will ELIMINATE them forever! Come to this session to learn how to build a systems-based business, how to amaze your customers with your ability to remember the details and how to implement contact management software to really drive the system. If you are working in your business, and feel trapped, this may just be the session for you. If you are working on your business, but feel it needs to improve, this may just be the session for you. Highly interactive, informative and fun! 7

8 Schedule of Events 2:30-3:30 p.m. Josue Leon & Tina Marti John Ratliff, Appletree Answering Service John Ratliff started Appletree Answering Services from scratch in The business grew steadily through summer of 2000, and allowed Appletree to upgrade from a small paperless system to an Amtelco Infinity. At the same time they tripled their advertising budget and hired a salesperson. The business began to take off from that point, and has experienced at least 40% per year growth every year since Today Appletree has 182 employees and handles calls in five US call centers. The corporate headquarters are in Wilmington, Delaware and additional centers are in Pensacola, Florida; Reston, Virginia; Anaheim, California; and Portland, Maine. Appletree handles well over six million incoming calls per year. John graduated from the University of Delaware in 1992 with a double major in Marketing and Finance. Prior to his call center career he owned and operated two wireless phone retail stores in Pennsylvania. John is active in many industry groups including ATSI, CAM-X, SNUG and NAEO. He is a former ATSI Board Member and is currently an NAEO Board Member. Breakout Session C: Supervisor Training Finding and keeping a qualified supervisor to oversee your call center operations is priceless. Should you recruit externally or should you promote from within? Learn the advantages and disadvantages of both hiring practices. What are the essential supervisory skills needed to not only survive but thrive in a call center environment? What resources and training should you expect to provide once you have identified and hired your front-line supervisor? Join Josue Leon and Tina Marti as they present proven methods for identifying, hiring and developing a great safeguard to your business an effective supervisor. Josue Leon, The AnswerNet Network As Corporate Operations Manager, Josue has owner-like decision making responsibility for over one dozen of AnswerNet/Signius centers; these sites' general managers report to him. Josue manages, assists and trains GMs on how to run their businesses while teaching them to see the big picture not losing short term goals and attention to detail while growing their offices. Josue also manages all aspects of AnswerNet's disaster backup program. He planned AnswerNet's successful response to the disastrous 2004 and 2005 hurricane seasons. Learning from past experience he coordinated rented backup generators and contracted for third-party network routing to shift inbound calls to alternative AnswerNet sites on an agent-available basis before the hurricanes struck. Josue's efforts are prominently mentioned in the June 2005 Connections magazine article "Delivering Disaster Response." Tina Marti, St. John s Mercy Health Care As manager, Tina is responsible for overseeing activities such as staffing, operator performance, client recruiting and retention, technical troubleshooting, issue resolution and quality improvement. Tina led the database conversion from a DOS-based system to Infinity in 2002 and has been responsible for many service enhancements utilizing Infinity's features since then. Tina obtained a Master in Business Administration (M.B.A.) degree from the University of Missouri-St. Louis in :30-3:45 p.m. 3:45-5:30 p.m. 7:00-10:00 p.m. Break NAEO Business Meeting *Note: The NAEO business meeting is open only to those who are current members of NAEO. Amtelco Sponsored Party Gala Event with international food, stimulating music, fabulous drinks and the best camaraderie in the industry! 8

9 Tuesday, March 28 Schedule of Events 7:30-8:00 a.m. 8:00-9:45 a.m. Mike Burkinshaw & Jamey Hopper Continental Breakfast Strategic Planning for your Call Center What are your long-term goals? Are you working to pass on the business to a family member? Are you positioning your company for sale? Are you focused on current and/or long-term profitability? Do you have the staff members to allow you to focus on your personal life goals or are you spending all of your hours working? Are you working in your business or on your business? Are you taking the appropriate steps to achieve your short-term and long-term goals? This session will spend a brief time examining long-term opportunities in our industry, then attendees will be given a step-by-step description on how to plan for and achieve success. Mike Burkinshaw, Comm-Link Mike is Managing Director of Comm-Link, a call center based in Mansfield, England. He's been an Infinity user since 1998 and his center has since grown to 18 stations. Mike was a business management consultant for the 7 years before he started Comm-Link, providing assistance with business strategy, IT and quality management systems. As a business, Comm-Link has focused on staff relationships. On November 17, 2004, Comm-Link was awarded the Investors in People standard. This is a national UK award that honors businesses that invest time, effort (and occasionally money!) in their staff. Mike is quick to point out that receiving the award is as much a testament to my staff as it is to me. If you want to find Mike at the conference, just know that he is the Mad Brit from the listserv whose uh-oh it's those speech marks again messages appear to have infected the listserv, more than the worm32 virus! Jamey Hopper, Dexcomm Jamey has been owner and president of Dexcomm since He has served on the Board of Directors of NAEO and is a past president. Jamey's focus the past few years has been sales and marketing. His company has seen internal growth averaging over 20% annually for the past five years. Presently he is spending time on Strategic Planning. Long-term goals are continued growth, improved quality, increased profitability and emphatically, more time on the golf course. To learn the secrets to success in all of the above be sure to attend his session on Strategic Planning. 9:45-10:00 a.m. 10:00 a.m. - Noon Noon - 1:30 p.m. 1:30-3:30 p.m. Break Round Table Discussions Round Table discussions are designed to allow everyone the opportunity to talk about the things important to them. Each discussion topic lasts for one hour. Participants then move to another round table, for a new discussion. These are not teaching sessions, but learning sessions. Each participant is asked to bring one idea and one question relevant to the topic at the table, for discussion. Notes will be taken and posted on the NAEO website. Lunch Round Table Discussions (continued) Round Table topics and speakers are listed on page 10. 9

10 Schedule of Events Round Table Schedule Hour 1 Hour 3 10:00-11:00 a.m. 1:30-2:30 p.m. Hour 2 Hour 4 11:00 a.m. - Noon 2:30-3:30 p.m Service Contract Discount John Ratliff John Ratliff Sales & Marketing Chris Marshall Jamey Hopper VOIP Clayton Robinson Chuck Boyce Operator Training & Quality Assurance Dan Hogan Janet Livingston Customer Service Barbara Bradbury Cindy Roma Macro Magic & Dial Strings Jose Tirado Tory Johnson Remote Operators Jason Lumbruno Kelli Harrigan 1 Call vs. 2 Calls vs. 3 Calls Dawn Newborn Joe Denes Operator Statistics Chuck Boyce Allan Fromm UltraComm Jake Phillips Lana Solem Billing Link Michael Leibowitz Mike Burkinshaw Call Distribution Scott Harbin Amy Kritzman VM/EvoiceLink, Follow Me, Auto-Attendant Alan Knight Renee Dunn Infinity Timeclock Sharon Campbell Eric Smith Intelligent Series #1 Joe Adam Woody Adamson Intelligent Series #2 Louie Wederich Jake Phillips Voice Logger Rob Bennett Pam Mims OnCall Scheduler Mike Eastwood Joe Miller XL Scheduler Allan Fromm Kristy Cooley Disaster Preparedness Maryann Wetmore Alan Knight Macro Magic is currently included with all new systems. It is available on versions: 5.11, 5.20 & UltraComm is an optional application. It is available on versions: 4.43, 5.04, 5.10, 5.11, 5.20 & Billing Link is an optional application. It is available on versions: 4.43, 5.04, 5.10, 5.11, 5.20 & Infinity Time Clock is an optional application. It is available on versions: 4.43, 5.04, 5.10, 5.11, 5.20 & Intelligent Series is an optional feature enhancement for Messaging, Info Pages, Directory, Dispatching and OnCall. It is available on version: Voice Logger is an optional application. It is available on versions: 4.43, 5.04, 5.10, 5.11, 5.20 & OnCall Scheduler is an optional application. It is available on versions: 4.43, 5.04, 5.10, 5.11, 5.20 & :30-5:00 p.m. Wrap-up Session Bidding us all a fond farewell! Join us for a final toast to a successful conference and news on the next conference location. Say goodbyes and make plans for keeping in touch during the year or meeting at next year's conference. The evening has barely started, you may want to gather some friends and take in the sites for the evening. Whether you are staying or leaving, safe travels! 10

11 GAYLORD PALMS ORLANDO, FL Annual Conference Registration March 25-28, 2006 One person per registration. Please photocopy for additional registrants or register online with a Visa or MasterCard at Name Title Company Address City State Zip Phone Fax Web Site Is this your first NAEO Conference? Yes No Do you have special dietary needs? Vegetarian Kosher Other: Fees Please check the appropriate boxes. All fees are listed in U.S. dollars. Full Conference includes all sessions, continental breakfasts, breaks, luncheons, and the Saturday and Monday evening receptions. Member Registration Early Registration Late Registration (on or before 3/3) (after 3/3) Full Conference (Sunday-Tuesday) $470 $540 $ I plan to attend the complimentary: Saturday reception Monday Amtelco reception International Discount - Non-U.S. NAEO members may subtract 20% to assist with travel costs. $ Non-Member Registration Early Registration Late Registration (on or before 3/3) (after 3/3) Full Conference (Monday-Wednesday) $670 $740 $ I plan to attend the complimentary: Saturday reception Monday Amtelco reception Additional Tickets for friends and family NOT attending the conference (for multiple names, please attach separate list) Saturday Opening Reception $65 x Name(s) $ Sunday Luncheon $40 x Name(s) $ Monday Luncheon $40 x Name(s) $ Tuesday Luncheon $40 x Name(s) $ Round Tables see page 10 for numbers and list your top 6 choices. We will try to accomodate 4 of your choices. Participants not pre-registered will be added to a session, if there is room, on a first-come first-served basis. Round tables hold 10 participants. Choices: 1) 2) 3) 4) 5) 6) Merchandise NAEO is offering some great conference merchandise to commemorate the 2006 Annual Conference and to promote your user group, NAEO. Polo shirts are available in blue for women and stone for men, and khaki windshirts will look great over either polo shirt! You can order shirts that can be picked up at the conference by including them on your order form. A limited number of extra shirts will be available onsite Women s Polo - $35 XS S M L XL Men s Polo - $35 XS S M L XL XXL 3XL 4XL 5XL 6XL Windshirt - $55 XS S M L XL XXL 3XL 4XL Total Due: $ Payment Information Check (made payable to NAEO) VISA MASTERCARD Credit Card # Exp Date Cardholder Name (print) Phone Signature Mail Payment To: NAEO, 1000 Westgate Drive, Suite 252 St. Paul, MN or fax to Questions? Call NAEO at Cancellation Policy: Full refunds, minus a $35 administrative charge, will be given if a written cancellation is received by February 25, After this date, all requests for registration fee refunds are subject to approval by the NAEO President. Notice of cancellation must be faxed to the NAEO Office at Substitutions for a registrant are allowable up to 7 days prior to the first day of the conference. No shows will not receive a refund. 11

12 Join us in Orlando! March 25-28, 2006 First Class US Postage PAID Minneapolis, MN Permit No National Amtelco Equipment Owners 1000 Westgate Drive, Suite 252 St. Paul, MN