GES Customer Service — Expert Operational Guide

Overview and Scope of GES Customer Service

GES (Global Experience Specialists) customer service functions as the operational backbone for exhibitors and show organizers: booking labor, handling material handling (drayage), coordinating freight, managing on-site installation & dismantle (I&D), providing rigging, AV and electrical coordination, and resolving claims. Effective GES customer service blends logistics account management with event operations — the team typically liaises with show managers, general contractors, carriers and exhibitor contacts to meet tight, show-driven timelines.

From contract to closeout, the customer-service remit includes pro forma estimates, real-time order changes, on-site troubleshooting, and post-show invoicing. Expect GES reps to work with exhibitor manuals and key metrics such as order cutoffs, service-level agreements (SLAs) and claim windows to reduce show-day disruptions and limit cost overruns.

Contact Channels and What to Prepare

To contact GES customer service, use the official website for region-specific portals and order forms: https://www.ges.com. Most accounts go through a combination of an online exhibitor portal (for orders and invoices), dedicated account managers for national accounts, and local on-site operations teams during move-in/move-out. When you first engage, ask for an explicit point of contact and escalation path (email + phone) recorded on the event order confirmation.

Before calling or submitting a ticket, prepare complete logistical details so the rep can act immediately. Have this information ready to avoid back-and-forth delays: show name and dates, exhibitor company name as it appears on orders, booth number, PO number, shipper/tracking numbers, expected arrival time at the show facility, crate count and gross weights, contact name and mobile number for on-site day-of-contact.

• Essential data to provide: show name, exhibitor name, booth number, PO number, carrier, PRO/tracking number, arrival date/time, crate counts, dimensions and weights, full return shipping instructions, and a clear description of the issue (photos are highly recommended).
• Documents to upload: signed exhibitor order form, carrier bill of lading, packing list, inbound/outbound shipping labels, and photographs showing damage or incorrect setup.

Timelines, Cutoffs, and SLA Expectations

GES and general show contractors operate on strict calendar cutoffs tied to exhibitor manual deadlines. Typical industry cutoffs are: advance order pricing closed 7–21 days before move-in; standard labor and material requests accepted up to 48–72 hours prior; custom builds and rigging generally require 2–6 weeks’ lead time. Expect expedited processing fees for orders placed after cutoffs — commonly 20%–50% surcharges depending on service type and how close to move-in the request is made.

Operational SLAs you should negotiate or expect in writing include first-response time (target 24 hours for email tickets, immediate acknowledgement for on-site calls), on-time delivery to booth (industry target ≥95%), and invoice accuracy (discrepancy rates in well-run programs typically under 2%). For critical shipments or international freight, secure written arrival and drayage windows to align carriers and customs clearance.

Pricing Structure, Estimates and Billing Practices

GES customer service will provide itemized estimates that typically break pricing into labor, material handling (drayage), installation & dismantle labor (I&D), material/specialty services (rigging, carpeting, electrical), and taxes/service fees. Example illustrative ranges (industry averages, vary by market): technician labor $85–$160/hour; material handling per CWT (hundredweight) $80–$200; small-crate flat-rate drayage $150–$450. Always request a written, itemized quotation to avoid surprise line-item charges at closeout.

Billing terms are usually net 30 for established accounts; cash/credit card or certified funds may be required for first-time customers or on-site emergency services. Review the invoice for duplicate charges (e.g., identical labor applied to setup and teardown) and ensure credits for services not rendered are processed within the billing cycle. If you anticipate disputes, flag them within the invoice period and follow the formal claim process (see below).

Operational Best Practices for Exhibitors

To minimize issues, submit orders early (ideally 30–45 days pre-show), consolidate shipments when possible, and label crates according to the show’s and GES’s labelling standards. Provide clear onsite contact information (mobile + backup), detailed booth layouts with dimensions, and an advance photo of any custom components. Keep a “day-of-show kit” with spare fasteners, tools, gaffer tape and printed order confirmations to resolve small problems quickly.

For complex builds, run a pre-show coordination call with your GES project manager to confirm delivery windows, staging area constraints, weight limits, and lift/ramp availability. If you use subcontractors (carpentry, AV), ensure they are credentialed in advance and that their insurance certificates are on file per show requirements — failure to do so commonly results in denied access or stoppage fees.

Problems, Claims and Escalation Path

If goods arrive damaged or services are not rendered, immediately document the condition with time-stamped photos and submit a written claim to GES customer service within the claim window specified in the exhibitor manual (commonly 24–48 hours for on-site damage). Retain all original packing materials and BOLs for inspection. Typical claim resolution timelines run 30–90 days depending on liability complexity and insurance involvement.

Escalation should follow a clear path: initial customer-service ticket → on-site operations supervisor → regional operations manager → national accounts representative for unresolved financial disputes. If resolution stalls, ask for a formal incident report and use it as the basis for reimbursement or credit requests. Consider purchasing show-freight insurance; policies often cost $10–$25 per $1,000 of declared value and cover transit and on-site risk gaps.

Measuring Service and Continuous Improvement

Track KPIs after each show to evaluate performance and reduce recurring issues. Recommended metrics to capture: first-response time, order accuracy, on-time delivery rate, claim rate, and final invoice variance. Collect qualitative feedback from booth staff about setup efficiency and on-site support responsiveness.

• Key KPI targets (industry benchmarks): response time ≤24 hours, on-time delivery ≥95%, order accuracy ≥98–99%, claim rate <1%, invoice variance <2%.

Use post-show debriefs with your GES account team to convert measured gaps into action plans (training for on-site crews, revised packing lists, updated transport partners). Well-documented postmortems—complete with photos, timelines, and cost impacts—are the most effective tool to secure permanent process improvements and better pricing in future engagements.