Take 2 Productions is a Management/Production company.
TV and Film placement
I’ll be honest here. This post was spurred by the fact that today I had to resort to twitter to get a companies attention. I ordered something for my boyfriend’s impending birthday and when I got it, it wasn’t the one I’d ordered. They did a great job, it just wasn’t what I ordered. I emailed the company and they offered to fix it. Awesome. Then they stopped returning my emails. Needless to say I’m pretty irked. I’d go to another company but so far they’re the only ones who could do what I wanted… and they know it. So, after two weeks of emailing and emailing, I tweeted them asking why I couldn’t get a little customer service.
As the owner of a small business I hate the possible loss of potential customers that a negative review can cost them over a simple mixup in an order. However, by ignoring my emails, they forced me to go more public to get their attention.
This got me thinking: The majority of interactions musicians have with their fans are completely public; be it in person, or through a social site such as Twitter or Facebook. Negative interactions can be just as detrimental to a band as they are to the “standard” business.
What does customer service mean for a musician, and how to make it work for you.
Musicians don’t have to deal with customer service, because they don’t have customers, they have fans.
Wrong. Wrong. Wrong.
It takes money and support to be in music, money in support that in large part comes from your fans. They pay for a concert ticket and in return, a band plays for them. Yepp, thats right for, not to, for. Without those paying fans you would not be up on that stage. Every time one of your fans buys your CD or one of your songs, every time they buy a concert ticket they’re paying for a service: your music. Even when they’re not spending any money, when they tell their friends about how great your music is, voting for you in a contests, or calling in to radio stations to request your music they’re paying with their time.
In a perfect world, repaying them with your music would be enough to not only keep but expand your fan base. That is not the case though, especially not in this economy. In order to keep your fans you need to go above and beyond with your customer service.
How can I do that?
Above all, remember that without your fans, you wouldn’t be where you are.
What do you guys think your customer service should include?