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Sunday, July 25, 2010

You're such a lovely audience, we'd like to take you home with us.

Some entertainment acts I’ve experienced are among the best service providers I know. Last night I had the opportunity to see Paul McCartney in concert, a tremendous player and a businessperson committed to connecting with his audience (we, the customers) by delivering on expectations, involving them in co-production of the experience, and showing gracious appreciation for their choice.

It would be easy for someone who holds the titles of “Knight of the Realm” and “Beatle” to be self important and disconnected from his customers. I’ve seen far lesser acts disengage completely as if to say, “Your inability to appreciate what I’m doing is your problem.” (Does that sound like a company or two you may know?)

Sir Paul ended a near-perfect evening perfectly, playing an amped-up version of Sgt. Peppers Lonely Hearts Club Band, working special emphasis into the stanza thanking the audience. The audience reciprocated the appreciation, singing and well & as loudly as they /we could.

Throughout, the elements of a successful service encounter were present – the reliability that the band would play to (and above) audience expectations, the empathy to understand that most in attendance would hang on stories from his Beatles days and the tributes to John & George, the responsiveness to sense the crowd and involve them in co-producing the event.

But in the end, the most striking element of the encounter was the appreciation that an act that needs no adulation had for his audience, serving as a reminder for the rest of us that work in less high profile - but no less important - service businesses.

He ended the concert with the famous line “The love you get is equal to the love you give.” As a provider of an entertainment experience, that is exactly what occurred.

8 comments:

Cory C said...

Nice observations. Link to 2 gentlemen who know how to deliver the service experience...
Here

陳璇竹陳璇竹 said...

老天爺賦予了強者的能力,就是要他比弱者多擔待..................................................

蔡書豪蔡書豪 said...

快樂,是享受工作過程的結果..................................................

collsdad said...

I really dug this article and I fully appreciate your sentiment. I saw Sir Paul recently too and for 2hrs 40 minutes he rocked Hampden Park in Glasgow connecting with the audience and talking the whole way through. It's a life affirming sentiment the quote you mentioned from The Beatles sonng 'The End' and you are right it's also true in respect of how businesses treat their customers.

Nice one!

@collsdad

collsdad said...

Or...as I meant to say...SHOULD treat their customers and manage their customer relationships.

黃子楊琬和和 said...

愛情不是慈善事業,不能隨便施捨。.................................................................

王丁佳燕文均 said...

弱者困於環境,智者利用環境~~加油!............................................................

黃子黃麗旺軒 said...

If you can not be kind, at least have the decency to be vague...................................................................