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This post highlights a straightforward communication issue on the part of the client. This client could have simply indicated from the outset (11/10/2013) that they were not willing to offer any feedback, which wouldn't have been an issue. However, their inability to communicate has rebounded on them leading to frustration. Ultimately, it amounts to a pending/unresolved database query - which was eventually resolved and ticked off. ✅ From: Claire This is a follow-up article to the one from last July, and explores unresolved queries after the booking has happened.
Read More... Unresolved Queries (1) Enquiries Jason @ Book Live Testimonial - 01/09/2013 - Diáspora
From: Claire Example #1: ElasticHere is an example of an agent restricting our right to ask. This effectively engenders a breakdown of communication. Since we were not even permitted to ask, we got around this issue by bringing a box of chocolates (Celebrations) to each of the events and offering it to the venues, in return for them scribbling some feedback on a piece of paper. This way, the query wasn't digital and therefore couldn't be traced or evidenced back to the client. It resulted in Fiesta Latina receiving 20+ excellent reviews in 3 months, which has helped them secure future bookings. It goes to prove people always have something to say if they have an opinion on something. Begin forwarded message: Example #2: ParfettsThis well-documented example demonstrates an extreme example of client gas lighting. It became apparent that the client in question was insulted by our persistence in obtaining some sort of written feedback from him - despite his positive verbal feedback on the day. However, it's clear that we were polite and courteous to him at every step of the way, and that it was simply his inability to communicate that ultimately came back to haunt him! Read More... Jason @ Book Live On 10 Sep 2014, at 19:07, Jason @ Book Live Music & Entertainment wrote: Example #3: GlasgowsIn this example, the agent was reluctant to contact the client again after 5 months. In this case, feedback was received after we approached them ourselves. It's nice to see emails forwarded internally in organisations and reassuring to know that their communication systems/structures are working. How easy was that? Had we not chased for feedback, then this event would have become unaccounted for. By "unaccounted for", we mean that the fact of the matter - the reality of the event ever happening - simply vanishes into thin air without a trace, almost as if it never actually happened. This distorts our sense of reality. Who was that client again? Where was that gig again? When was it? Don't know - it properly doesn't matter anymore. Imagine if we'd given up on our insight before and during the event when it actually "mattered"! We would have looked back and the past would have seemed fuzzy and blurry, and we would have wondered "what if?"! No: enough is enough. This is both psychologically counter-productive and potentially harmful because it makes us question our own perceptions. It's also an obstacle to future progress. This 'smoke screen' effect is precisely what's wrong with today's music "industry" and we want to target it at its root source. Our two primary values of communication and accountability effectively feed off one another. Communication allows us to account for things, take stock of any KLU (Knowledge, Learning & Understanding) derived from the fact, and use this for evaluation and future development, i.e., communication putting actuality into account. From: PL From: RW What is an "Unresolved Query"?An "Unresolved Query" is a record on our system whose status has been marked as "Pending". A "Query" is a written question or request that solicits an answer or action, a "call to action" (most of the time, simply a positive or a negative affirmation, i.e., a "yes" or a "no").
Our number one value is communication.
Query TypesQueries come in a variety of types, and we categorise/code these according to the type of query. The 2 most common query types are "1121s" (client enquiries) and "1161s" (client reviews). These different query types all feed into a central query table that resides at the heart of our system, which allows us to track and monitor which queries have/haven't been responded to, thus allowing us to resolve queries more efficiently. For example, many client enquiries simply go dead and you never hear back, as NJ rightly observes. From: NJ We analysed the data of enquiries from W Entertainment in terms of the proportion of enquiries that go dead, and this came to a ratio of 3:1. The reality is that many inconclusive enquiries we won’t hear anything about and this is why we place a reservation period on all of our enquiries. If it's a direct booking, we'd pursue all clients for feedback regardless of whether they intend to make a booking or not because communication is one of our primary values, alongside the individual's freedom to ask and answer questions (after all, what's so difficult about providing a 'yey' or 'ney' and giving a reason other than forgetfulness?) From: JM However, some agents have been a bit cagey about us pursuing unresolved queries until they are resolved. We explored this tension/dynamic through 2 enquiries received from a "James" via both W Entertainment and FM. We discovered that the agent views this as 'hounding'. But there is nothing wrong or illegal about asking neutrally for a 'yes' or a 'no'; as long as a 'no' hasn't already been specified, and as long as the communication is polite. It's incredible how agitated clients can respond through their own inefficiency of not responding, when their inability to communicate rebounds on them and becomes their problem! From: Jo A client called James phoned Rory up prior to booking and was dead set about booking. Now, usually, a phone number isn't provided until after the point of contract. However, this client in particular had showed a lot of interest and had specific questions about the lineup/instrumentation and the styles of music prior to booking. On the phone, they were 100% certain that they wanted to book, but a booking never materialised. Because this conversation happened in a verbal format (via phone), we are of course unable to evidence this; another reason why we frown upon phone conversations, because it means we cannot relay these examples quite as easily. Nevertheless, the enquiry stands out as a classic example of a client giving us their verbal word but then not following it through in a written format such as a contract. From: SM - W Entertainment |
BlogRed & Black Music was set up in 2012 to stop musicians cancelling. PurposeAt Red & Black Music, we believe in accountability = learning from experience. This blog serves as a record of challenges we’ve faced and how we’ve worked to resolve them. By sharing this, we aim to demonstrate our commitment to professionalism, problem-solving, and continuous improvement. Archives
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