During a meeting I had today I was reminded of a series of problems I had with a group of traveling artists some time ago. I think enough time has passed that I can talk about it without revealing the identity of the group to any but the most ingenious of researchers.
One of the things I am often most anxious about when a performing group arrives is that they won’t find the arrangements we have made suitable to their needs. Following the advice of the man who trained me in the business, I am pretty meticulous about advancing a show with a road manager. I double check the details of a rider just in case personnel changes result in different dietary or technical needs. It isn’t foolproof but generally the worst that happens is the group arrives and says, “Oh, you must have the old rider,” and accommodates what is usually the lack of something minor.
I am also upfront about anything we can’t provide as soon as the topic comes up. If I suspect there might be a problem brewing with something, I send off an email confirming conversations so that I have it in writing and time stamped. In one case, I reiterated a fact in three different emails because it didn’t seem to be sinking in to the guy’s brain. Fortunately, it did before he arrived.
There was an instance where despite a lengthy conversation with the road manager the group had issues with the food, hotel and transportation after they arrived. The only thing that didn’t emerge as a problem was the technical equipment we provided. What contributed to the problem was that the agent and the road manager apparently did not communicate the information to the artists. The artists did not communicate their needs with the road manager or have them written into the contract. What seemed strangest to me was that they had been touring for years upon years and hadn’t ironed these details out. There were plenty of “you must haves” listed in the contract but a lot of basic details omitted, too.
The night before the group arrived the road manager called and said that the group would like to exercise the option I had mentioned (and expected them to exercise) a month earlier and have their rooms upgraded to suites. They would pick up the cost difference. So I scramble and as luck would have it, there are enough suites available. I am also asked to make a dentist appointment for the first business day after the concert for a group member who is having a problem with a tooth. Even more amazingly, I find someone at a dentist office near the hotel that late at night and make the arrangements during the specific time frame the performer requested.
When the group arrives, we go to the venue and I am asked to go grab food for the group because they hadn’t gotten to eat before their flight and their technical director doesn’t want them leaving the theatre. (Come to find out, they went swimming instead of eating earlier that day.) Later when dinner arrives, we discover the caterer has decided to embellish a little and stuffed the entree with crab. One of the group won’t eat it because of the crab.
Now my mother is deathly allergic to shellfish and has almost died on a number of occasions. The two questions about food I specifically address is seafood allergies because of her and vegetarian requirements because the term means different things to different people. There were no allergies of any sort mentioned. So off I go for two more meals because one of the other people decides that since I am going anyway they would rather have something else.
An hour before curtain the road manager comes and asks if I can move them to another hotel. Now note that at this point, they haven’t checked in to the rooms I upgraded for them the day before. The reason is due to a minor feature, the lack of which I revealed to the road manager a month prior. Since I had made the reservations month earlier to secure good rates during high season and a purchase order had been issued to cover the estimated cost at that hotel, there was nothing I could do.
I think they secretly wanted to stay at a specific hotel because they ended up staying there on their own dime which equaled four times the amount they would have paid for the upgraded rooms I arranged. Unfortunately, due to the fact I had canceled the rooms hours before they were to be occupied, I ended up paying for them. Fortunately, the hotel took pity on me and only charged me the regular room rate rather than the suite rate.
After the show, I discovered that instead of one trip to the airport, they had changed their plans and would now be leaving at four different times. The next day was a non-travel day for the company and all seemed well. No messages at all from the group. Still, after I went home I checked my voice mail and email regularlly for problems. Then at 11 pm I got a call at home (a number I didn’t give them) from the road manager saying the group wanted to alter their pick up times.
That was about the end of the troubles, fortunately. If I recall, the performance was great. The audience loved it and had no clue what was happening behind the scenes. The one thing I appreciated was that they let the road manager do all the talking. Maybe it was because they didn’t like confrontational situations. But I was glad that as I drove them to the hotel I didn’t book, they didn’t try to explain themselves. They kept thanking me and my staff for all we did and talked about how grateful they were. I grinned and bore it while looking forward to their departure thinking all the while that if they were really grateful, they would stop making my life a living hell. Revisiting a frustrating topic while driving would probably not have been a good idea so I was just as happy to have them ignore that elephant in the room.
Were I to offer any advice to people starting out and those who have been lucky enough not to have a couple days like these. This was one of those fluke occurrences that transpire despite your diligent efforts to address issues well in advance. In fact, good advance planning allowed the situation not to get worse. The night of the performance everything that I would usually wander around checking on was completed by staff and volunteers doing their jobs. That left me the time to address these problems without overtly freaking out. Following this incident, I am sure I annoyed the next few road managers coming through on tour to no end double and triple checking their requirements. But I guarantee you that everyone has been happier that I have wanted to be better safe than sorry.
