One of The Bizzy Life’s favorite lawyers, Jeff Merrick, has a contribution today that has nothing to do with legal issues, but instead discusses concerts, online marketing, Keb Mo, and your favorite Los Lonely Boy’s song.
Los Lonely Boys & Keb’ Mo’ Teachings on Customer-Centered Business
by Jeff Merrick
Customer testimonials online sway buying decisions, and those “billboards” last for years. That’s why, in this age of Web 2.0, it is more important than ever to put your customers first if you want additional customers in the future. Los Lonely Boys and Keb’ Mo’ reinforced this message to me with their contrasting approaches to concerts performed months apart at the Aladdin Theater in Portland, Oregon.
Keb’ Mo’ is a blues musician with a strong fan base. He started his concert promptly at 8:00 p.m. with one of his most popular songs. His band played with professional precision, accurately recreating the recordings that brought people out on a work night. Sound quality was excellent. Keb’ displayed some of his good personality between songs. Enough so the fans felt like we were appreciated, but not so much to distract from the music.
Following the concert, TicketMaster E-mailed requests for reviews. People raved. Personally, I would see Keb’ Mo again in an instant. Additionally, people posted to their networks on Facebook and MySpace.
On a work night last week, we attended a concert by Los Lonely Boys. The group is best known for a song called, “Heaven,” a melodic ballad with a good beat that displays a lovely harmony from three brothers singing together. Two lesser-known acts delayed the start time from 8:00 p.m. to about 9:40 p.m.
The brothers played with a lack of precision: it seemed like they were a ½-beat apart on everything. Sound quality was tinny. When they alluded to getting munchies after being with Willie Nelson in times past, I wondered if they had smoked away the last the 1 hour and 40 minutes. When they played kazoos — before getting to any recognizable hit—Los Lonely Boys had lost the audience, despite the fact that they seemed to be enjoying themselves.
I was itching to leave 25 minutes before the people in front of us left. We left a couple of songs later.
Los Lonely Boys is unlikely to build a following with that performance and the negative buzz that followed. One thread read as follows:
J: Last night, in Portland, Los Lonely Boys concert was not very good.
K: Really? I’m sorry. Is that because they only have one song?
J: Yes, and I thought we were going to die before they ever got to “Heaven.”
That “billboard” is out there. It was seen by many people, and may be seen for a long time.
So, the lesson taught by the tale of two bands: treat every customer like a broadcast journalist, because, these days, we all are.
About the Author – Jeff Merrick is an attorney practicing in Lake Oswego, Oregon. Having worked at big-time firms, he now practices on his own, helping people who need to sue insurance companies and others who are trying to screw them.