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I have just taken two honesty pills and washed them down with a cold Mountain Dew. I am ready to bear my soul and be realistic with five questions that need to be addressed.
Question #1 “How Do We Handle Late-Paying Customers?”
I recently overheard a clown on the telephone who was booking a show. I heard him say to the customer, “You must meet me at the front gate with a check paid in full before I come into the picnic area. If you have no check then I am not coming in.” During a grand opening I heard another entertainer become agitated with the store manager because they didn’t have his check on the day he worked. He turned to the manager and said, “I am a busy man too. so where in the ^&*% is my check?!”
Now folks if you are anything like me, and I know I am, I think these entertainers are way out of line. Is the customer always right? No. But they are always the customer. We need to remember that. Bobbi Staten, a friend of mine in the speaking business, says she would be mortified to have a customer mad at her because she hounded them for a check. When we do pester the client I believe it gives them the impression that we are unsuccessful entertainers and we need every dollar as quickly as possible.
Do yourself and your business a favor, do not harass the client for money. I suggest you ask for 50% for the money up-front or even 100% of money up-front. Here’s what we do in our office: One week before the deposit is due we call the client and ask if they have any questions before sending in the agreement. If you are working for a government organization, keep in mind they were probably meteorologist at some time and when they tell you the check will be ready in 30 days. Count on it to be 60 or 90.
Question #2 “What do I do if I am double-booked?”
Perhaps this has happened to you. You get booked for the $100 birthday party and then a call comes in from a long-time client and they’ve got a $2000 job for you that will cover several days. What to do? Remember that I told you that I just took two honesty pills so here it goes. Recently I had a $195 library program booked when I received a call for an $800 performance. I called the library and told them I was very excited about being there as they were a new library customer. I informed the librarian I had received a call for a performance from long-time client and asked if she would she mind if I sent a substitute in my place.
If she was kind enough to do that I would pay half to the substitute or if she really wanted to have “Salty” there I would give her a comp show the following summer. Either way I would be ahead of the game. I did tell her my first obligation to her and I had intentions of honoring that. She felt that since advertising went out we need to stay with plan. So I did the library and I gave the $800 to a friend and kept 25% commission. Well, I did have to make some money from it didn’t I? I would never suggest that you call in to customer that you are sick and not able to do the program or that you had some other excuse not to be there. Be honest in your dealings with the clients and your reputation will grow.
Question #3 “How do I deal with being late?”
Of course, as a professional entertainer I know you have a cell phone and you have the cell phone and home number of your clients. Plan ahead so you never have to tell clients that you overslept, can’t find props, or some other excuse. Really, the only acceptable excuse is if you were delayed in traffic. And consider this, if there was no one else driving you would be there a lot faster!
Every person who has driven an automobile has had a delay due to traffic but not many will tolerate being late for any other reason. Let the folks know that you would like them to prepare the area of the performance and that they have the children ready so as soon as you come in you can begin. And in a show of professional courtesy you may knock off $25 from the performance. The birthday mom or dad may turn it down and you may get a tip at the completion of your performance or show.
Question #4 “The customer is unhappy with a substitute that you assigned to the performance.”
In our business we have the good habit of calling the customer after one of our performers has completed their program. I ask them to give me a score from 1-10. I also ask if the performer was on time and stayed the entire length of the program.
We often send out evaluations and we take this opportunity to ask about their next event. Wink wink. If we discovered that someone was totally unhappy with the subcontractor we offer them a gift certificate for another program from another entertainer. We also require the performer, after being counseled, to send a letter of apology to the customer. Susie Klein, aka Pancakes, has a 100% guarantee on the performance. She is willing to do whatever it takes to make it right, including a free performance. What we do want is another chance with this client, and not leave them with bad feelings. I would rather do a second show at a reduced rate and make them happy with our company than to turn away from the issue. Unresolved problems often return with a vengeance at a future date.
Question #5 “What do we do if we miss a program?”
This question I think is covered by common sense. We must do everything we can to provide substitute entertainer at any coast. If that means you have to pay more than what the job pays than you must do it. That is the price you pay for being a reputable entertainment agency. In the past I have lost thousands of dollars of work due to family illness and death and somehow I have managed to find substitutes for job and the customers, of course, have been very understanding. If personal illness is the issue and it’s too late to get another performer than I offer a free program at earliest convenience of client.
It may be more work, and sometimes more money, to keep your clients happy but in the long run it’s worth it to maintain your professional reputation.
About SteveKissell
As a clown, humorist, author and motivational speaker, Steve has performed in 46 states and 5 countries! Yes, Steve Kissell has been performing for 25 years at conventions, schools, churches, libraries, birthday and holiday parties. He also shares the performing arts of clowning, comedy magic, and storytelling.
Contact Steve at: kisselltalks@cs.com or Visit Steve's Website
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