Tuesday, March 18, 2008

Please and Thank You are the Magical Words

My Friend Dan invited me to go see Matchbox Twenty last night. Had a great time with Dan, Richelle, Kristi, Chris and Nicole (they all wanted their name in the Blog). This was the second to last show before the end of their “Exile in America” tour and you would never know it. The show was electrifying and full of energy! This is a band that you can tell really enjoys playing with each other.

As I have written before, I’m big on customer service. Customer service comes in all ways, shapes and forms, across all businesses and industries. It is know different in the concert business. As a matter of fact, it is well known that the Greatful Dead, back in the day, was so big on customer service that they conducted exit surveys at their concerts to feel the pulse of their fans so they could always give them what they want. Thus, the “Dead Heads” would follow them from city to city and show to show.

Back to Matchbox Twenty….. Beside form the show being great and thoroughly enjoying myself, Rob Thomas, the front man for the band did something that I have never seen done before at a concert. As the show was ending, the music stopped. Rob was standing at center stage and he humbly addressed the audience. He thanked everyone for coming to the show and supporting the band. He said that if it wasn’t for the fans, they could not do what they enjoy doing. He went on to say that he knew that time was precious and he appreciated everyone making the time and coming out to see them. This was not your obligatory, “Thank you, thank you very much Phoenix……Elvis has left the building.” You could tell that this was sincere, from the heart and that he really meant it.

Finally, as the band was leaving the stage, and the lights were still down, the huge, jumbo video screen that served as a backdrop for the entire stage, lit up with what looked like a posted note. It said, “Thank You”. It was big enough for even the people in the back of the lawn section to see it.

I walked away and said to myself, WOW, these guys get it. They make great music, give you your moneys worth at the show and then let you know how much they appreciate your business and support. This is smart marketing and good business. There in lies a big reason why this band has sold 28 million records,has three multi-platinum albums and has had a successful tour when the economy stinks.

I remember what my parents tried to impart on me when I was growing up. Always say "Please and Thank You", it will go a long way. You know what? They were right!

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