SERVICE QUALITY | CUSTOMER SERVICE | CUSTOMER LOYALTY: Knowing Your Customer

I had the occasion to go to a concert / fundraiser for Rotary International Exchange Students this past Saturday in Vacaville, CA.  The headliner was Antsy McClain and the Trailer Park Troubadours, a great band that I’ve been trying to catch live for the past few years in person.  I was introduced to the band by a friend of mine who had been a fans for some years.

I didn’t expect too much to be honest.  We have several large entertainment venues as clients, and perhaps I’ve become somewhat jaded over the years.  I had been at a Rotary event during the day, and both my wife and I had been working since 7AM.  On top of that, I got only 2 hours of sleep the night before, for no apparent reason.  Some would say I might be cranky.  I didn’t notice it.

Back to the story, when we arrived, I was pleasantly surprised to see a number of fans arriving in “Flamingohead” wear. (Think Jimmy Buffet’s “Parrot Heads”)  The atmosphere was light and fun.  There was a table in the lobby selling various and sundry cd’s and band gear. I was already having a good time and the band hadn’t even started playing yet!  Heck, the band’s slogan is “Enjoy the Ride” — what more can you ask for?

Well, over the next three plus hours, I was blown away.  During a brief intermission a couple of members of the band came out to “meet and greet” which pumped up merchandise sales even more.  These guys seemed to be having a lot of fun, too.  Antsy, never stopped dancing from start to finish.  I was truly energized at the conclusion of their performance.  Every member of the band had a chance to shine.

They promoted a number of different opportunities during the performance, without selling themselves short.  My favorite was the Woodflock in Red Bluff, California.  Now, I’m not a camper.  As a matter of fact, if you see me in a tent, the plane crashed, and I took it out of the overhead bin!  By the time Antsy was done, I was ready to go to Walmart and pick up some camping gear!

I went to the band’s website on Monday and purchased a fair amount of music.  As it turns out, I had a problem with a couple of the tracks.  These were immediately fixed and replacement links issued.

Great music, fun times, great service!  They’ve got me as a fan for life!

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