In today’s music scene, being a musician isn’t just about making great tunes and belting out killer vocals. It’s also about something more unexpected: customer service.
Yep, you read that right!
And you might be thinking: “That’s just handling orders, easy peasy.” Well, yeah, you’re right. But the last bit? Not so much. As someone who has handled customer service for artists for 18 years, it definitely is no walk in the park!
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Some of the challenges you might encounter along the way:
#1. FANS CALLING AT THE SAME TIME
This is a very possible scenario, especially if there are a lot of problems with the merch and the tour.
You will definitely need a lot of manpower to cater to all of them and not risk adding to their negative emotions.
#2. HAVING A HARD TIME RESPONDING TO INQUIRIES AND RESOLVING PROBLEMS QUICKLY
Aside from fans calling all at once, you might also encounter inquiries and problems that are hard to answer and give a solution to.
This might frustrate fans more as it would seem that the team is not prepared or you really don’t know what you’re doing.
#3. TALKING TO AN INFURIATED OR ENTITLED FAN
This is one of the hardest to manage because fans high on their emotions or those who feel like you owe them would not be calm at all.
They will definitely say unreasonable stuff that might just trigger you and make you go ballistic too.
#4. DEALING WITH RETURNED PRODUCTS
The logistics of this would definitely be a nightmare, especially if a lot of them are returned.
You will have a hard time looking for a place to store them if you have utilized a fulfillment service or print-on-demand.
LET US DO THE CUSTOMER SERVICE FOR YOU
These challenges, if not overcome, will for sure tarnish the reputation of your musician. Well there’s no need to worry because you can work with us and let us help in providing exceptional customer service for the fans.
We’ve been providing customer service for 18 years now and so we’re confident we would be doing a great job treating your musician’s fans as our very own customers.
If you would have us here’s what we could do for you:
1. We try to respond within ONE HOUR after an order or complaint has been submitted. With our advanced technology via our partners, we are confident we would be able to help handle real time customer service wherever they may be. If they mention an issue on a platform, we will be responding to them on the same platform.
2. We give email updates. On average, you will get 15% of your fans wanting to know where their orders are within the first 24 hours of inquiry. We can have a chat box set up on your shop site to provide them with tracking numbers for their orders.
3. We can handle the whole customer service leg work or just some segments of it. So think it through. You can talk to us via Slack or our in-house communication system. Whatever works best for you and your needs, we aim to please.
DOES CUSTOMER SERVICE REALLY MATTER THAT MUCH?
Well, think about it: When you go the extra mile to make fans feel special, it’s like hitting the sweet spot. It’s not just about selling tickets or t-shirts; it’s about giving fans an experience they’ll rave about.
But here’s the kicker: Mess up on customer service, and it’s like dropping your guitar on stage – everyone’s gonna notice. Social media’s a beast, and one slip-up can spiral into a PR nightmare. Ain’t nobody got time for that!
Oh, and you wanna talk numbers?
Studies shout loud and clear that good customer service wins hearts. Over 90% of peeps say it’s a game-changer for their loyalty. But flip the script with bad service? Nearly 70% will bail on a brand. Ouch.
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It’s not just about the music. It’s about how you groove with your fans.
Exceptional customer service isn’t just a bonus, it’s a must in today’s music world.
So, let’s blend your talent with top-notch service and create a fanbase that’ll stick with you through thick and thin. Rock on!
James Hill is a veteran of the music industry. He first worked at Warner Reprise Records then later joined Interscope/ Geffen Records where he managed producers and songwriters and got his first platinum record for Keyshia Cole’s The Way It Is. He is now helping indie artists with branding and manufacturing through his company Unified Manufacturing, a CD/DVD, custom vinyl records and merch company in LA.