I have been thinking about good customer service today. Sometimes I think of a customer’s thoughts in regard to service in terms of points. They probably are not thinking, “You just lost 10 points!” but I know they are keeping a tally in their head to weigh the pros and cons of remaining a customer.

This is an ongoing process too. We cannot rest on our laurels. After setting up a good customer service program, it has to be ongoing because the customer keeps tallying.

If you don’t get back to a customer in a timely fashion, you lose points. If you follow up and through, you gain points. When running a ticketing system, if the system is user friendly, you get tons of points. If not, you will lose many, many points.

I guess what I am trying to say is that each little interaction, both online without your presence and in person will go on record for the customer’s tally.  In a world of uncertainty at times, the economy, the “competition,” the subjective nature of the arts, you can control customer service!

It’s time to stop losing points, and patrons, and instead, go for the ultimate point total! They will be happy, they will rave about you, they will remain your audience member, donor, etc, and help to bring you more support. The points matter! 

Cheers to happy and loyal audiences,
Shoshana

Shoshana Fanizza
Chief Audience Builder, ADS

I do not do this often, but if any of you decide to vacation this summer from June 30 – August 7 in the Boulder/Denver area, let me know! I am working with the Colorado Music Festival & Center for Musical Arts, and the concerts this season are really ingenious! You can join me for the Summer of Ingenuity!