Recently, while organizing an event in Atlanta, I reached out to local press for coverage. To ensure I didn't make cold calls, I obtained direct contact information and a credible introduction through an internal contact. Despite leaving 21 voicemails and sending at least 12 emails—each conveyed with a courteous and professional tone—I received no responses. This lack of engagement led me to investigate the broader state of customer service in the entertainment industry.
What I discovered was troubling.
There's a noticeable decline in customer service, largely due to the instant gratification culture that pervades today’s society. Many people seem to approach their work without a sense of moral responsibility or commitment to customer satisfaction. At fast food and full-service restaurants, for instance, I've encountered servers who are impatient and dismissive, eager to rush through orders to meet their personal timelines. In retail environments, I’ve observed staff members displaying visible disdain, treating customers as if they are a burden.
The old adage "The customer is always right" now seems outdated. The prevailing attitude seems to be "Hurry up and don’t bother me."
This poor customer service extends into the entertainment industry as well. Artists often display a condescending attitude towards their audiences and even more so towards their support teams, including stage, video, and studio personnel. During a recent rehearsal, I witnessed an artist treating their band, backup singers, and session leader with unprecedented hostility—behavior that was not only unprofessional but also deeply offensive. Despite receiving compensation, these individuals endured the abuse without complaint, which speaks volumes about the lack of respect and professionalism.
The same negative trend is evident in publicity, public relations, marketing services, and other professional services. Many of these businesses, once they have your money, treat clients with disregard and condescension. Promotion professionals, in particular, often charge for services that they fail to deliver, then blame the quality of the music for any lack of success, a problem I've seen for over 40 years in the industry.
Why create barriers between yourself and your clients?
Such attitudes can have long-lasting effects, shaping interactions with fans, support personnel, and the press. People who frequently change contact details often exhibit instability and poor character, and you likely know someone fitting this description—perhaps even yourself, if you’re in denial about your own behavior.
The industry needs to evolve. Expanding our reach and improving how we engage with others can lead to a larger audience and more revenue streams.
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