Your customer service experience might be okay. But what if it were tweaked and fine tuned to bring out the best sound/experience possible? Wouldn't that make for a more memorable occasion that is sure to garner positive publicity? Unfortunately, my customer experience with High Tide Entertainment is memorable, but not for the reasons one would expect!
Broken Promises aka Failing to #MakeItRight
This is the email I received from Matt at High Tide Entertainment:
We just processed your refund and you will receive the full amount on your credit card within 7 days.
Sorry for the cancellation and hopefully Burton will be back soon in the future.
Matthew Laundrie CEO, High Tide Entertainment Ltd.
Tel: (250) 478-1888 | Mobile: (250) 884-7625
email@example.com | www.hightideconcerts.net"
In going back over my statements, the $246.00 refund was never credited back to my account. Three subsequent emails I sent to Matt, asking if this was an oversight and to look into it, were never answered.
Before booking a show with High Tide Entertainment, carefully consider whether you can afford to lose the money for the concert if it happens to get cancelled. It appears that Matt is happy to take your money, but unwilling to make it right.
As a performer, the company you keep, the promoters you use might end up damaging your reputation or causing unnecessary aggravation, much like this Bon Jovi concert fiasco in the summer of 2015, although it was for different reasons.
I was looking forward to my first live Burton Cummings concert! The time was right to see this talented singer/songwriter and Order of Canada recipient perform.
The day of concert, the quiet voice of intuition was singing a refrain - wondering whether the concert would be cancelled that night. In fact, I kept checking my email to see if there was an announcement to that effect. In retrospect, I should have gone one further and emailed the promoter to verify the tickling of my intuition.
Lesson learned. Trust established.
The event was held in the intimate Clarke Theatre in Mission. It's a small, well-designed theatre that seats 702 people. From the looks of things, I think there's a good vantage point from every seat.
The show started on time with the opening act - a two-person band called Wil. I have to give credit for the original guitar playing - what a range of interesting sounds and beats. Speaking of beats, I'm not a drummer. I don't presume to know anything about drumming, but this drummer was talented.
After the six or seven songs, the promoter came out with the announcement that Burton would not be performing as he had come down with laryngitis. We were given the option of attending a make-up show or getting a refund, as long as it was within seven days.
Fine tuning the customer experience
I'm glad that Burton Cummings looked after himself; making the hard decision to stay off the stage. There's no point in injuring vocal cords that obviously needed rest. This is a good lesson for everyone, by the way. Look after yourself so you have staying (and singing) power.
The Key of C - Communication
Communication counts as do your customers. Fine tuning can make all the difference.
- I assume that most people bought their tickets on-line, so it would have been fairly simple to send out an email cancelling the event as soon as it was known that the show wouldn't go on. It took us over an hour each way to get to the venue. Two plus hours, which could have been spent doing something else. Although we did hear both Wil and the Carpet Frogs, Burton Cumming's back-up band, they wouldn't have been enough of a draw to travel all that distance.
- It was not until after the opening act that it was announced that Burton Cummings would not be performing that night. We were told that we could request a refund within seven days or attend the rescheduled show. As a gesture of good will, I believe that an email should have followed that announcement explaining our options and answering questions like whether we could change our seats and if there would be another opening act. Some people may have even been on top of their In-Box and erased the ticket information. The onus is on the promoter to play the right tune - make it easy for the customer so they'll want to come back for an encore.
- I went to go look at the merchandise table, where CDs, t-shirts and jewellry were on display. People were crowding around three different Burton Cummings CDs to look at the playlist on them. In the dim light, it was hard to read the script. I suggested that they print up a large poster so that people could easily see the title and tracks on each of the CDs, without having to squash around a very small area.
- When you say you are going to provide a refund, do so. Keep your promises.
Instruments require regular tuning; so, too, does the business of customer service.
We finally did see Burton Cummings at the River Rock Casino earlier this year. It was a concert that left a positive, indelible memory that I can activate to help me address and undress my stress, unlike the bad memory from High Tide Entertainment. Thank you for the gift of your music, Mr. Burton Cummings.