A Christmas book playfully demonstrated how NOT to conduct personal communications: goodwill messages for every possible 2002 occasion. Including, the message as it should be: the invitation for the Major Maintenance, a real sitting-room party. ('Groot Onderhoud' means both 'Major Maintenance' and 'Major Conversation'). Receivers submitted their preferences through a special website.No answer = email reminder. At New Year, all received a teasing SMS. The venue had a truly personal atmosphere: lined with bookshelves, log-fire, birthday-calendars, photographs of contacts, all based on preferences and details provided by the guests. Even their names on mini-flags, identifying their favourite titbits.

The invitations were sent to 250 contacts at clients and suppliers. We received 40 declining replies. We were happy to welcome 175 guests during the Major Maintenance. Thus a participation level of 70% and a response level exceeding the 80% mark.The Major Maintenance was a resounding success. This was evident from the excellent, informal atmosphere that prevailed throughout the entire evening, and from the flood of confirmations received during the following day, by mail and by phone. The evening has subsequently been frequently and pleasurably recalled during discussions between the employees and their business contacts.