Any producer who’s been in the industry a while has heard their fair share of guest complaints. This inevitably includes complaints not about the venue, employees, or sound quality, but about something the artist has done or said while on stage.
Sometime the complaints are almost absurd. I recall during one
Motley Crue show several years back, my guest service manager had to deal repeatedly with the same guest, who was surprised and aghast at the band’s “satanic” message. Never mind fact that their breakout album was called “Shout At The Devil”, and was released nearly 25 years before this particular event; she had no idea that her children would be exposed to such immoral behavior (yes, this is sadly a true story). Less entertaining but far more common, an act will let loose with a few profanities, or express a political opinion that the guest disagrees with. Suddenly, your staff is left dealing with the blow-back. When that inevitable assistance call does arrive, here’s a few hints on how to handle it:
Lend an ear - Often times, simply allowing offended guests to vent their frustrations is sufficient to put them at ease. Most angry people simply want to express their displeasure with someone willing to listen. Instead of brushing off their concerns, be quick to offer a “sympathetic” ear. Following a few tense moments, most complainants will move on to other matters (hopefully, happily enjoying the rest of the show).
Show empathy - You may personally feel that your guest’s complaints are ridiculous. And many times, you’re probably correct in that assertion (complaining about violent language at a hip-hop show? Suggestive dancing while watching the latest Pop Tart perform? Do you know where you are?!) Never the less, do your best to be empathetic. If people feel as though they have an “ally” within your organization, they’ll be much more likely to accept whatever solution you offer them (even if you can do nothing for them at all). This is often difficult to do, especially when dealing with outlandish complaints, but your efforts at faking it will be well worth it. And whatever you do, never, EVER laugh at them. Save it for the post-show bar talk.
Never apologize for an artist’s actions, apologize that your guest was offended - There’s a very practical reason for this delicate language choice. By apologizing for the artist’s actions, you are essentially admitting to the guest that they (the artist) have done something wrong. By doing so, you open the door for the complainant to demand greater reparations, and possibly expose yourself to further action down the road should they decide to escalate their complaint (a rare occurrence, but one that does happen more than you might imagine). If an apology is demanded (or if you feel the need to offer one), apologize that they were offended by the artists actions and leave it at that. If they’re the type of person to notice such a distinction in your language, they’re the type that would escalate the situation regardless of your apology. Start covering your ass now.
Stay out of it - Since the promoter rarely has control over the artist’s content, you shouldn’t put yourself in the position of being their public relations ambassador. Your best bet is to direct any complaints to the acts website, or to locate the contact information for someone on their management team. If that doesn’t suffice, offer them the opportunity to fill out your event’s complain form. However, never say that you’ll address the issue with the act or with their management team. Most artists have no time or interest in dealing such matters during the event, if at all. You should avoid making that your problem.
For the REALLY offended - If you have a guest who is so offended by the artist’s action that they demand a refund, you’ll need to take a different approach to their complaint. First and foremost, never agree to any financial reparations during the event. Tell the complaintants that you will negotiate any refunds with them at a later time (24-48 hours after the event), take their information and ticket stubs, and escort them off the premesis. If they are demanding a refund, they should know that they will not be able to participate in the rest of the event. The TRULY offended will be perfectly accepting of this situation. Those looking to scam the system will put up a fuss, and likely reassess their demand for a refund. Be friendly and sympathetic, but firm in your assertion that this process is non-negotiable.
Finally, remember that if you do agree to some financial reparations and escort the complaintants off property, you must follow through with some acceptable form of compensation. Otherwise, you’ve simply thrown them off property for complaining, which is a huge mistake that can become a public relations nightmare.
