Advocacy Update: Where’s that Invoice?

In this day and age when budgets are tight and spending needs more and more justification, having those final invoices is imperative to wrapping up a budget cycle for an event. Why then is it like pulling teeth with some of these smaller independent decorators and even some large hotel chains to get my invoice in a timely manner? 

I recently did an event in a large city at a major hotel chain which was a rather pricey event with sleeping rooms, hospitality suite, and meeting space that was concurrent with a trade show. When I saw that my credit card had been charged for some of the food and beverage and some of the services, I called the hotel and asked for an itemized invoice. I needed this to not only close out my event but also to get reimbursed.  Several days went by and nothing. I called again. Again, several days went by and no invoice. I then called and spoke to the accounting supervisor who informed me that they had their auditors in and they took priority. I hung up and called the General Manager and politely told him that if his accounting department had time to process my card, they had time to email me an invoice. Enough said. I had my invoice 15 minutes later.

Same goes with the smaller, independent show decorators. I wait for my card to be processed and call for an invoice. Sometimes I get one right away sometimes I have to call back. Once, I had to send in a fax request to get the invoice. I still don’t understand that one and it still took another two faxes and a week to get an invoice for $148.49. C’mon folks. In this day and age of technology we should be able to get invoices emailed to us as the show decorator is closing out the books.  They can charge your credit card quickly enough and they want their payments immediately.

Mind you, I do understand that a small company may not have the resources but that doesn’t excuse them from not returning my calls and not sending me an invoice. I’m surprised AMEX doesn’t have a customer support line just for me. The only way I get invoices sometimes is to challenge the charge on my card. It is just plain sad that I have to waste my time and AMEX’s resources doing this.

Customer service seems to be lost somewhere here and I just don’t know what the answer is anymore. I am open to suggestions if anyone would like to share.

Response by Invoice Guru

Large contractor or small, there is no excuse for not returning your call. Furthermore, you should expect to receive an itemized invoice prior to leaving the show and/or any time you call with a request for an invoice.

Why is often difficult to get a ‘final’ detailed invoice?

Having worked for both large show decorators and smaller decorators, the standard practice is as follows:

• All exhibiting companies are required to have a credit card on file.
• A detailed invoice is distributed to each exhibitors’ booth prior to the show close.
• Services provided during move in are ‘final,’ but outbound charges are typically estimated.
• Invoices are expected to be approved and paid prior to leaving the show.

There are a few unique aspects to shows which make it take a little longer to receive a ‘final’ invoice:

• Invoices are expected to be approved and paid prior to leaving the show. Services, such as labor, are still being provided through the show move-out. Estimates need to be reconciled with actuals and invoices adjusted. The larger and more complex the show is, the longer this process can take.
• For a shipment to reach its final destination, it could take anywhere from three to seven days.
• The general contractor has to move out too. The exhibitor service representatives who do the invoicing have to pack up the service desk and all of the files and ship them back to their office, which may or may not be in city where the show was held. There is often a one or two day lag before the files and the exhibitor service representative reach the office to finalize the invoice.

Why do I have to call to request an invoice?

Sometimes there are multiple people who have used different credit cards to pay for services for the same booth. Who should the general contractor send the invoice to?  In this case, they usually send it to the primary contact designated for each exhibitor.  This may or not be the person whose credit card was utilized for the services.Therefore, if you are not the primary contact, but you paid for services, you might not automatically get an invoice and would have to call the general contractor to receive one. 

Where has the service gone?

That being said, your point is well taken.  We are general service contractors, and we are in the business of providing service.  In my opinion, show decorators, large or small, should respond to your request – whatever it is – within twenty-four hours or less.  And, of course, you should absolutely be able to receive a detailed invoice via email or fax with your charges incurred to date at any time. If you do not receive your invoice automatically, but have to request it, you should only have to ask once.

Where do we go from here?

In conclusion, despite the challenges inherent to a show environment, it would seem with the technology available today, that the person who paid for the services should be able to access and print their own invoice online, as you can do with virtually every online shopping experience.  Hopefully, that day is coming soon.

About the Authors

Ann Exhibitor is pseudonym of a member of the Trade Show Exhibitors Association.

Invoice Guru is pseudonym of a member of the Trade Show Exhibitors Association.