In preparing for a recent event in Atlanta I reached out to local press for coverage. I knew not to call cold and developed an in house contact that made sure I had the direct phone numbers and email of the parties I needed to reach while giving me a credible introduction. I left 21 messages (all without any malice or anxiety in my voice) and at least 12 emails without receiving one reply or acknowledgement. This led me to start looking at how other entertainment related businesses responded to customer needs.
What I have found is appalling.
There is a current lack of customer service that is very much interrelated to the lack of respect generated within today’s instant gratification society. People are laboring at their daily vocations without the belief in moral ethics, customer service or customer satisfaction. At fast food and full service restaurants I have found servers that are impatient, rude and want you to order immediately so that they can get on with their individual schedules. In clothing and food stores I see frowning faces, “chicken neck” eyeball rolling men and women that feel they are doing you a favor by waiting on you.
The cliché “The customer is always right” is now archaic and no longer relevant to the marketplace. Today’s version cites “Hurry Up and don’t get me upset”.
This very same negative customer service has blossomed within the entertainment industry. Artists have a “better than” attitude directed towards their audiences and an even more negative attitude directed toward stage, video and studio support personnel. Walking in on a recent rehearsal I found the artist treating their band, backup singers and session leader with the nastiest attitude I have witnessed in years. An attitude that is best described as being negative, malicious, vicious, revolting and offensive. Because the band, backup singers and session leader received paychecks from the artist they took this behavior without complaining. This particular artist hasn’t had any semblance of a hit recording in their entire career; you might say that they are “faking it until they make it”.
Publicity services, public relations, online email blast services, marketing services and more take delivery of your money then start treating paid clients with disdain and aloofness. The most problematic and condescending treatment comes from Promotion People who charge for a service that can not be completed then tell you that your song was not good enough to sustain momentum to stay on the charts or radio. I have seen this type of disservice in multiple forms used since I first started in the industry some 40 plus years ago.
Why be so narrow?
Why create a wall between you and the consumer?
The actions you create follow you throughout your career and form the basis for interaction between you, your fans, your support people and the press.
People who change their phone numbers every year or two have a history of bad stability and character. What is interesting is that you know exactly who I am talking about while you are reading this article. There is a person either in your family or who you are familiar with that has no clue on how to treat other people.
This person maybe you in denial, attempting to confuse this negative attitude with someone else who you personally don’t like or really desire to be.
This industry needs to grow and expand, just think the more we expand our reach the larger the audience and the more revenue streams we acquire.