- Think before you act! Making snap decisions can have long-term negative consequences. Customer service should be planned out as any other part of your business. Decide what you're going to do to keep your best customers happy. The women were THRILLED to get to come in (one of them was crying later because she TOUCHED him). But, they were his best customers AT THAT MOMENT. The long-term effect of his decision will not immediately be known but I assume some of his long-term fans were mad enough that they will never come back to one of his concerts.
- Know WHO your best customers are and consistently treat them like your best customers. We had paid quite a bit MORE to be where we were and yet, he didn't seem to realize that. We were his BEST customers that night and we got tossed under the bus. Much of that section was filled with Fan Club members and VIPs. Not the crowd to mess with!
It WAS a great concert and I assume that I'll never get any response from the Chateau St. Michelle Winery. So, I won't let it ruin my evening, but I really think there was a good lesson in customer service in what happened on a beautiful Saturday night!