Do you really know what people hear?
This month, my column is a time capsule. I wrote this post
two weeks ago, then set my e-mail service to deliver it to you this morning. In
the intervening time, I’ve gotten married.
Planning my own wedding was a lot of work and tons of fun. From
a professional standpoint, one massive benefit has been the way it’s put me in
my clients’ shoes. I run a wedding business. I’ve played ceremonies, booked DJs
and led dance bands for years. I have brides and grooms at my conference table
most weekends, giving me dance requests and asking my professional advice. But
last month I crossed the table. I became the client.
Big retailers do this all the time. Starbucks pays “secret
shoppers” to buy lattes and critique their service. They know it’s the
customer’s perspective that matters, and they do everything they can to
experience their business as customers do. Music’s more personal, though. We
don’t have customers – we have listeners. Our “products” are the songs we
write, the mixes we create or the experiences we provide at live performances.
You can’t sit with the audience and watch yourself perform. You can’t hear a
song you wrote as if you’ve never heard it before.
What if you could? If the music you make wasn’t yours, what
would it mean to you?
Here’s what I learned by swapping places with the brides and
grooms I usually work for:
- Small things are big. Like
communication – we hired folks to help out with our wedding who returned
calls promptly, e-mailed contracts right away and always kept us notified
on what they needed us to do by when. We also hired folks who were tough
to get in touch with, didn’t call us back for weeks and sent us e-mail
messages that were vague and confusing. Guess what’s better?
- Big things might not be. Like
overdone CD samplers. When I shopped my competition to find the other best wedding band in Chicago, most mailed
a demo to us on CD. Some bands sent us two or three separate CDs. Did this
make a difference? Not to me. We booked the band that sounded best and
treated us with the most professionalism – not the one that cluttered up
the mailbox most.
- I’m special. For me this was the
most important part – by seeing things from my clients’ perspective, I
realized what I’m already doing that’s different from what others do. This
doesn’t mean my band’s for everyone – but by understanding what makes us
unique and putting those qualities front and center, I make it easier for
people who do want to hire us to discover us in the first place.
So what about you? You may not be in the wedding business –
but if you make music, you have listeners. Who are they? What does your music
offer them?