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Recognizing Your Customers

May 8, 2012

by:

Joe Patti

There has been a post on The Drucker Exchange that has been nagging at the edge of my unconscious for a couple weeks now. Actually, it was one line from a news piece about how the Massachusetts Department of Transportation has been able to replace bridges in days rather than years.

“The highway department didn’t use to see the drivers as customers,” Frank DePaola, administrator of the highway division for the department, told the Times. “For a while there, the highway department was so focused on construction and road projects, it’s almost as if the contractors became their customers.”

There is obviously a lesson here for all businesses, including arts organizations about taking a step back and re-evaluating who your customer is. Often times it is multiple people.

Adam Thurman illustrated this in a post he made yesterday about buying a suit.

“He told me that he understood that no one really needs a suit…
[…]
He understood that people aren’t really paying for a suit, they are paying to work with a person that truly gives a damn about how they look. They are paying for the feeling they get when they look good.

It takes a certain humility to embrace that thought. It takes a humble artist to understand that it isn’t all about her or her art, it’s about the audience and the feeling they get from the experience.”

I actually took the time to follow a link in the Drucker Exchange post to one of Peter Drucker’s books, Management: Tasks, Responsibilities, Practices where he talks about the fact that there are often many customers that have to be pleased. For example, in some cases, it might be both the consumer and a government regulator, each of which have vastly different definitions of what they value.

Another example Drucker gives addresses how people’s priorities change over time–a teenage girl wants the most stylish shoes with price being a lesser concern and durability being of no concern. Her older sister (or the same girl in a few years) will have these same priorities in different proportions.

Arts organizations have seen this effect. When people reach a certain age, they tend to gravitate toward the arts more frequently than when they were younger because their priorities change. The challenge being faced now is that overall social priorities have gradually shifted over time as well so while people’s priorities still mature over time, the way they choose to express those priorities are manifesting in a different manner.

So in the context of all this, one of the challenges I constantly face in serving my customers is the perception that our theatre is hard to find and get to. Even though I recognize this is a need to be served, it really confounds me and is therefore somewhat akin to my not recognizing who my customers are.

There are standard department of transportation road signs directing people to us from 2-3 miles out. To get to the theatre from the highway, you make a right, go three lights, make left, go to the bottom of the hill, make a right, make a left and you are pretty much delivered to the campus. It is generally straight drives and right angles. There are no confusing one way streets to navigate. Everything is well lit and on major thoroughfares with regular signs. Parking is free and plentiful.

I understand that people might overlook the signs, obvious though they are. We offer directions and maps for download off our website that include reverse directions so that you can get back home. We have copies of those directions available in the lobby as well as people depart.

We have a dedicated directions line you can direct dial to, which from the feedback we have gotten, I suspect people are listening to on their cellphones as they drive.

My suspicion is that “hard to find” really means they are unfamiliar with the location because they don’t drive by the neighborhood on a regular basis. We are separated from the local retail area by an interstate and there is no reason to drive across unless you attend school or live in the neighborhood.

The other problem is that most people probably use GPS or Google Maps instead of checking our website for directions. Unfortunately, the shortest distance route actually makes you get off the highway three miles early and takes you through a zillion stop lights. At certain times of the day, that route can easily add an hour travel time due to traffic.

These aren’t things I can solve, though I am always looking for options. One thing I will try to do is communicate the sources of reliable information more frequently via various channels before people embark on a trip to the theatre.

If anyone has suggestions or stories of how you solved this sort of problem, I would love to hear about them.

Audience Relations

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Info You Can Use: There Are No Dumb Questions, Just People Who Attract Them

May 7, 2012

by:

Joe Patti

Audience Engagement being something of a buzz word du jour, (yeah, I have used it a bunch of time here and am aware I am complicit), one of the easiest ways to make your audience and community feel involved with an event is to allow them to ask questions.

In the last two years, we have had some really good audience discussion sessions with our touring artists. Some of the questions and observations that have been made have blown my socks off. However, the greater part of my career experience has left me a little cynical about the experience. Most of the time the conversation and questions have bordered on the inane (and quite often jumped over the border.)

I often attributed it to people’s lack of familiarity and comfort with the material and attendance experience. Maybe they weren’t as savvy as I assumed.

However, according to a recent piece on HowlRound, the audience is plenty smart, the wrong people may have been involved in the discussion sessions. Brant Russell who leads the post-show discussions at Steppenwolf Theatre offers 11 (or so) rules for post-show discussions, writing:

“If you’re an actor in the production being discussed, and you want to come out for the discussion, please be aware that your presence affects the tone of the room far more than you know. You inadvertently change the kind of discussion that is possible. The audience wants to talk to you, and they want you to talk to them, and as a result they will ask questions that they don’t really care about (How did you memorize all those lines?). What’s more, the audience will hold back some of what they would otherwise express because they don’t want to hurt your feelings….The best case scenario when an actor was onstage for a discussion was that the conversation turns into a moderated interview, and we would end up discussing what it was like to work with XYZ director, rather than the big questions the play asks…I try to partner with the actor to lead the discussion, rather than direct questions toward him or her. That way, everyone is participating in the same project…”

He has a similar rule about leading the discussion if you directed or produced the work because criticism will color the way you conduct the conversation.

My assumption has always been that people will want to have someone who has been involved with the artistic elements of the performance present at the discussion. While that certainly is the case, Russell’s observation that their presence will limit the scope of the conversation makes perfect sense. The audience is perfectly able to conduct a discussion in the absence of artistic personnel.

Most of his rules are to basically get out of the way of the conversation – Rule 3 – You are not an expert, Rule 4: You’re not a teacher, Rule 5: Keep it short, Rule 7: Get out of the way. Basically, you moderate an exploration of the production and keep it from being hijacked or waning, but otherwise let the discussion continue.

The one rule that intrigued me most was number 9 –

“If you really hate the production you’re discussing, just wait. I’ve found that if I lead enough conversations on a play, something will emerge that I will fall in love with. I have never liked a production less as a result of continued discussion.”

I like the idea that the audience can help those involved with the creation of the production to appreciate it more. We often think of an arts event as something we offer to audiences for their entertainment and education. Typically our end of the transaction involves receiving money and applause.

The idea that audiences can teach us something about our own work makes the exchange seem somehow more complete. Perhaps the next iteration of the intrinsic value of the arts survey should ask the arts organizations what things they learned from their audiences.

It is probably a good piece for leading discussions pretty much anywhere, including conference panel discussions and the like. If you are like me and feel you haven’t been thinking enough about how you could do the post-show discussion thing better, the article is definitely a good place to start.

Audience Relations, Info You Can Use

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Talking About Your Debates

May 2, 2012

by:

Joe Patti

I had an interesting conversation the other day that convinced me I don’t spend enough time talking to people from other arts disciplines. We were backstage talking to some visual arts professors about the mural project I wrote about a couple weeks ago.

The wall the mural is on is slated to come down soon. While I think it is is a little too soon, I was a little surprised to learn one of the professors (who wasn’t present) really wanted to preserve the mural and have it mounted. To me, the very media it was on–a plywood construction wall–implied a certain impermanence.

This got us to talking about theories of visual arts preservation and the extent you go to in order to keep art around. For example, if you take the chunk of wall a Banksy is on and put it in a gallery of some sort, aren’t you missing the point and leaving it bereft of its context?

When you restore a painting, how good a job do you do? Should it be absolutely indistinguishable from the original or is that fraudulent?

We talked about how theatre embraces the transitory nature of art. Sure you can have a video of the performance, but we always stress that it isn’t the same as having been there. (As it is with some visual arts pieces.) With the exception of the quest to exactly replicate all the original elements of Shakespeare’s plays, theatre people pretty much strive to find some new way frame a performance. (Some times trying far, far too hard to find an original approach.)

What theatre often obsesses about is the process of creating illusion. How does the performer depict their character? Whose approach do you subscribe to? Strasberg? Adler? Meisner? All of the above? None of the above?

There is a famous story that illustrates the conflicting theories. Dustin Hoffman is said to have stayed up two days while filming Marathon Man in order to fully empathize with his character who had also been awake for two days. Sir Laurence Olivier reportedly said, “Why don’t you try acting?”

Hoffman addresses this story in a 2003 NPR interview (around 15 min mark) giving a great testimony to Olivier.

Where theatre people don’t worry overly much about presentation, visual artists don’t really view embracing another artist’s emotional state as crucial to understanding and replicating their technique. While emotion is important to dancers, discussing how one moves through space is of much greater importance.

Yet the conversation got me thinking that someone could make an interesting project out of focusing on those areas that other disciplines find important. For instance, trying to embody the emotions of a famous painter while creating a painting or explore if improved body awareness impacted sculpting techniques.

I am not sure how it would work in the opposite direction since attempts at preservation would make a performance static and dull.

Really, my concern isn’t really with creating new approaches to artistic expression. My point is that talking about the biggest points of debate in your artistic discipline with people from another discipline can be fun and informative. The folks from the other discipline will have a basic understanding about why things like preservation of an artistic expression would be a concern, but since they are not as emotionally invested in the debate, they can bring interesting perspectives.

Who know, it the conversation might plant the seeds for a collaboration on your next project.

Art(ist) Education, creativity, General Musings

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More Thoughts On Organizational Structures

May 1, 2012

by:

Joe Patti

When I was applying to graduate programs in arts administration, the head of the program I eventually joined said something to the effect of I shouldn’t enter the program if I was a frustrated actor. I wasn’t.

Just in case, you know, you hadn’t already gotten the sense that I really like the arts administration field after blogging on the topic for eight years.

I have always been a little unsure where I should fall on the subject of how devoted to arts administration one should be. I agree with those who say that we lack well trained arts administrators and think that more people should devote themselves to its pursuit.

On the other hand, I have recently been writing about the arts and culture sector adopting new business and organizational models. I think of necessity some of that will include fewer distinctions between administration and performers.

Yes, people can fulfill both functions. I have occasionally talked about how I have been involved in providing the initial artistic vision and leadership on some projects. But once you reach the point of trying to deliver a certain level of excellence, something is going to suffer unless responsibilities are delegated.

At that point, even if you continue to perform many of the functions of your dual roles, some portion of the responsibility has to be delegated to at least one single person who is solely dedicated to one role or the other. Dispersing responsibility and decision making across many people will only work to a certain point before it becomes unwieldy.

I am not saying organizations which have these sorts of structures can’t be successful. At a certain point it becomes clear that specialization is required. That said, recently it has appeared that large arts organizations may not be the best structure for the future. Perhaps as we move forward, some of the most successful structures will be of a smaller size and be quite effective with all members contributing to both the creative and administrative life of the group.

One thing I haven’t really talked about is the situation of the frustrated artist my grad school adviser referenced. I have worked with people who were competent at the administrative side of things, but were clearly more interested in their art. They were essentially doing the administrative thing to support their artistic pursuits.

It certainly isn’t a new story. Inevitably the artistic desire won out and they moved on in the hopes of sating it. As much as I would like to live in an ideal world where everyone has an opportunity to support their dreams, I have to tell you, the organization was not as well served by these people as those who were fully invested in the job they were hired to do.

The difference in the quality of work between those with a split focus and those who preceded and followed them was marked. Arts organizations have enough challenges and deserve better than “what I really want to do is direct,” though that is often what they choose to settle for.

It occurs to me that one of the benefits of the current structure for arts organizations is that when you apply for a position, the expectations are pretty standard from job to job. Even if the duties differ, you generally know what roles you will be expected to fulfill based on the job description. If arts organizations develop new structures that include artists who also handle administrative duties, then the expectations would be particular to that group.

In light of this, it would almost be better to form the organization with the intent to dissolve after a certain period rather than with an indeterminate end. When the group forms, a certain dynamic will develop that everyone acknowledges and at least tacitly approves. If everyone knows that one person is more inclined to the administrative duties and another is more inclined to avoid them, when the first person leaves it might be difficult to find someone who shares the same exact view on how their duties should be split and doesn’t become resentful that the other person isn’t pulling their weight.

Better that the organization dissolves and reforms to tackle the next project in a manner that plays to the strengths of the existing members rather than to continually attempt to shoehorn new people into the group with the expectation that the founding dynamics remain preserved.

In contrast to the aforementioned current structure, in arts organizations with a more flexible approach to their structure and position descriptions, the frustrated artist may not feel that they need to leave to pursue their artistic expression. Less concrete expectations in a job description may allow greater latitude for how employees/members contribute to the company. With the understanding that there will be an opportunity to express themselves, there may not be a sense of a divided focus. But again, it is all going to hinge on the dynamics of the company.

Business Models, Leadership, Management Philosophy

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