When preparing for a recent event in Atlanta, I reached out to local press for coverage. Aware of the importance of connections, I obtained direct contacts and introductions through an in-house source. Despite leaving 21 messages and sending at least 12 emails—delivered calmly and without urgency—I received no replies or acknowledgments. This experience prompted me to scrutinize customer service practices across entertainment-related businesses.
What I discovered was disheartening.
There's a widespread deficiency in customer service, closely tied to a lack of respect in today’s culture of instant gratification. Many people go about their daily work without upholding moral ethics, prioritizing customer satisfaction, or delivering satisfactory service. At restaurants, both fast food and full service, servers often exhibit impatience and rudeness, eager to rush through interactions to accommodate their own schedules. In retail stores, employees frequently wear frowns and show dismissive body language, acting as if serving customers is a burden rather than a duty.
The cliché "The customer is always right" seems outdated and irrelevant in today's marketplace, where the prevailing sentiment is more about expediency and avoiding conflict.
This declining standard of customer service extends to the entertainment industry as well. Artists sometimes adopt an entitled attitude towards their audiences and display even harsher treatment towards their support teams in rehearsals and studios. Recently, I witnessed an artist exhibiting particularly abrasive behavior towards their band and session leaders, creating a toxic atmosphere that went unchallenged due to their status.
Similar disappointing behavior can be seen in publicity, public relations, and marketing services, where paying clients are often met with indifference or condescension once transactions are completed. Promotion services, in particular, have been known to take money without delivering promised results, then blame the quality of the product for their failure.
Why this narrow-minded approach?
Why build barriers between yourself and consumers?
These actions have long-term consequences, shaping how you are perceived by fans, industry peers, and the media.
Just as people who frequently change phone numbers signal instability and poor character, these negative practices in the industry reflect poorly on its growth and expansion potential. Imagine the possibilities if we focused on broadening our reach and nurturing more meaningful relationships with our audience and stakeholders.
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