Could you share any evidence that would demonstrate the productivity, quality of work, or the impact of the engagement?
Since we have a much better website, online bookings have gone up. They've done a rebrand and they helped us launch a sales campaign which has been very successful. I don't know how much is due to their work but they have given us everything we've asked for. They've introduced us to people who we buy our collateral from and they have always come through on time.
We are one of the highest performing resorts in the country right now. I think IdeaWork’s success is based on our success. We see them as partners; we don't really see them as separate consultants that we want to trade out every few years. They really are partners in what we do and help us drive business. They're very cognizant of our brand so they are not too over the top with it. It really comes down to them understanding our guests and demographic.
How did IdeaWork Studios perform from a project management standpoint?
The project management has been great. They have been consistent. On a project level, we have a gentleman, David Rayner, who we work with all the time. Meanwhile, we communicate mainly with Jay, the principal. We had one other person on the account, a junior person that has changed a couple of times, but we don't really interface with them. Ever since we've engaged them, we speak to them on a weekly basis through a conference call.
IdeaWork didn't have that much experience in the residential game. Our project was a first for them but we were very confident in what they did with us. We were thorough with them, so I think it was more project-oriented. We've had times when we've seen them 3 times a week, and we've had times when we haven't seen them in 2 months, but we do have a set weekly call.
What did you find most impressive about IdeaWork Studios?
IdeaWork is very responsive. Their team is very thoughtful and very honest. If you put those together, that's exactly what we're looking for. One of the things that sets them apart from our previous firm is they don't get stagnant. They're always thinking of something new. A lot of times, firms give you a lot in the beginning and then they coast on a retainer. It's important that IdeaWork is always trying to create or suggest new ideas to help the brand, especially in the offseason. Again, I think it's because the principals are great consumers in our business. They're the type of people that would come out to our resort in the winter and understand what they would need to get out there. They're always thinking in a way that is consistent with how we think.
Are there any areas IdeaWork Studios could improve?
None. They charge more, but that’s probably it.