Grouse: What You Do When Your Salary Is Too Meager To Afford It

by:

Joe Patti

It looks like it was a weekend for griping about performing arts. Ken Davenport at Producer’s Perspective opened the floor on an atypical Saturday post asking people to share their gripes. He promised to make it a monthly ritual if he got more than 10 responses and he easily passed that mark. A summary of the comments in one sentence would be – “How can they charge such high prices for tickets, yet pay me so little if I can shoehorn my way into a position at all.” There are a few complaints about audiences thrown in for good measure. The general source of the comments seem to be people living in and around New York City with a few people coming form other places. The tenor of most of the comments will be familiar to you if you work in the arts at all and are familiar with the New York City scene. Those aspiring to careers are following the same path those before them followed. This includes tales of people both inside and outside the business wanting them to work for fun or for experience.

My initial thought was that Broadway won’t change because it doesn’t have to and that people need to look elsewhere for their experience. While a similar situation is just about as institutionalized outside of New York City, those organizations are at least marginally aware that they need to find a better way to run their business and interact with their employees.

Which brings us to the second post I came across. Barry Hessenius posted an entry on his blog noting that essentially every job description for an executive director and senior management of an arts organization seems to be taken from the same template without any effort to acknowledge the actual specific needs of their organization.

He provides a tongue in cheek translation of this:

“The successful candidate will be a strong leader with excellent management and interpersonal skills. S/he will have the proven ability to build productive relationships with a broad range of internal and external constituencies, and have the demonstrated ability to work collaboratively with the various segments of the community. S/he will be an experienced supervisor with the ability and willingness to mentor staff and encourage staff development. S/he will foster an atmosphere of teamwork and collaboration among staff and volunteers throughout the organization. S/he will have a strong working knowledge of programs, production, board relations and operations. S/he will have excellent financial management skills and a track record for achieving budget goals…”

Into this:

“We want someone smart enough to help us figure out a cool vision for our future (that one is stumping us); someone who will attract great talent to the staff (though we can’t pay the staff very much) and whom the staff (despite working conditions that are hardly ideal) will love and follow anyway (someone who will hopefully get them to perform above their potential, because actually we’re understaffed by all reasonable criteria). We want someone who can make various factions of the board (currently somewhat dysfunctional and at each other’s throats) work harmoniously together and take on an ever greater workload (or in the alternative someone who will assume the board’s workload for them because it’s highly unlikely they will do much more than they are doing right now – which isn’t that much). We try not to micromanage, but we still do. We’re looking for someone who can get the best out of us, but someone enough like us so we are comfortable with them; someone who will push themselves, but not necessarily push us too hard. Did we mention that we want someone who can raise a lot of money? “

I have only excerpted a small portion of his translation so you will want to visit the entry to read the whole thing. I have also excerpted a portion of his sample job description. Trust me when I say you don’t need to go to the entry to read that. You have seen it many times before. I did a verbatim Google search on a couple phrases from Barry’s sample and found a number of job listings using them. I understand a desire not to reinvent the wheel, but if you are looking for the same person as everyone else, most organizations are bound to be disappointed. There are only so many of those paradigms to go around. The truth is, most organizations are indeed looking for someone a little different from the rest.

Bidding to Be Bumped

by:

Joe Patti

You may or may not have heard that Delta Airlines has a new process by which the airline allows passengers to bid how much they would be willing to accept to be bumped off an over sold airplane. While I suppose this is an improvement over the old process by which they factored in when a person bought their ticket and how much they paid for their ticket when the airline decided who to bump in the absence of volutneers, the move seems to announce they are giving up any pretense at offering customer service. It seems like they are announcing their intent to overbook and that if you fly with them, you take your chances. Granted, every other airline may hold to the same philosophy and Delta is just being honest and open. I am just saying that it is bad customer service and public relations.

I can’t find who said it, I believe it might be Malcolm Gladwell or Daniel Pink, but I have seen someone cited a number of times in recent months that any policy decision which is made to benefit employees/your company is not a customer service decision. This seems especially the case here as it appears Delta is counting on a little game theory to reduce the amount in travel vouchers they give out by having people bid secretly against each other.

The basic thing I think they need to ask is- does anyone really come to the airport and go through full body scan/pat down at security with the intention of not flying? The fact that there have to be compulsory bumps can attest to the fact people generally don’t. I am sure someone will do an analysis of the most overbooked flights and the best bidding strategies and then go on the Today Show to talk about how someone can fly around the country virtually free if their travel plans are flexible enough. Most of us will be arriving at the airport with the specific intent to fly that day. Offering money doesn’t build a relationship with a customer, even when it is done openly and voluntarily at the gate.

Heck, do people show up to a performance willing to be turned away or have a disappointing experience even though they don’t have to arrive an hour early to get through security? Does getting your money back improve your relationship with a performing arts organization even if the parking was free and easy to find and the cost of dinner and a babysitter weren’t factors in the evening?

Perhaps other performing arts venues have changed their approaches, but even though I know not everyone will show up to a sold out show, I don’t oversell the house. Regardless of whether it is a reserved seating or general admission event, I always have a few seats held back to use at my discretion to resolve problems. I suspect there aren’t many places that would regularly oversell their houses. This is not just because of fire regulations, but because unlike the airlines, many places view performance tickets as a contract to provide a service. You can refuse people entry, but selling tickets you have no intention of honoring can be considered fraud. It is also pretty bad public relations so most of us avoid it even if we have no idea if the state would consider overbooking to be fraud.

My point isn’t so much to pillory the airlines. You could read enough of that over the last 10 years to have gotten your fill of it. I just wanted to provide a reminder about customer service being about relationships. Something that can’t be improved by providing an easier way to inconvenience people. Voicemail putting people on hold did not improve the experience over having a live person doing the same. This is something to remember when you consider emulating the airlines and their fluctuating pricing schemes. Yes, it may provide an improved yield per seat, but if your organization has been working to improve its relationship with the community, a more opaque pricing system is not going to accomplish that.

Cheating For Literacy

by:

Joe Patti

Hat tip to Philanthropy 2173 for calling attention to a wild fund raising event being sponsored by the San Francisco literacy organization, 826 Valencia, called A Spelling Bee for Cheaters. Essentially, you join or form a spelling bee team which raises money for an entrance fee and then uses additional money to do everything from getting hints, getting a do over, using a dictionary, skipping a round or skipping straight to the finals round. They are doing this in conjunction with the creators of the musical, The 25th Annual Putnam County Spelling Bee.

Though, alas, it doesn’t appear that they are performing the show, too. That would be a real event! Still, this sounds like a great idea for a fund raising event.
One can buy tickets to watch the fun. They are having some cool celebrities at their pre-event VIP reception it might be worth the price to attend.

One of the things I liked about the event set up is that they have a page which allows you to form your own team, join another team or sponsor a specific competitor after searching for them and viewing their personal fund raising page. (Actually, until I copied the link for the previous sentence, I didn’t realize I left their webpage and was on a page hosted by their donation processor, Gifttool.com.) Though not a lot of people availed themselves of the personal pages, yet.

Get Your Cheat On!

Stuff To Ponder: Volunteer Bill of Rights

by:

Joe Patti

One of the many items I bookmarked to write on when I returned from my holiday break was an entry Robert Eggers did on the Volunteer Bill of Rights he helped institute at DC Central Kitchen. He said he took his inspiration from a concept championed by restaurant reviewers in the 1960s and 70s that diners had rights and didn’t have to take what was set before them if it was sub-par. (Hard to imagine there was a time when you didn’t send cold food back to the kitchen.) Eggers says this is what drove restaurants to offer better service and improved and expanded diners’ culinary knowledge to the point where we are now focused on the provenience of our food. One result he says is that every city now has great dining establishments rather than just a few cities.

In the same way the Internet provides a channel for customer driven feedback, Eggers feels that encouraging volunteer feedback and involvement will drive innovation faster than hiring expensive consultants. (DC Central Kitchen has 14,000 people volunteer every year which certainly does represent a lot of brain power.)

DC Central Kitchen’s bill of volunteer rights is:

ALL volunteers have the right to:
* Work in a safe environment.
* Be treated with respect by all staff members.
* Be engaged in meaningful work and be actively included regardless of any physical limitations.
* Be told what impact your work made in the community.
* Ask any staff member questions about our work.
* Provide feedback about your experience.
* Receive a copy of our financial information or annual report upon request.

They want their volunteers to ask the tough questions that will help them operate better, but Eggers says the middle right is the most important.

“….but the most purposeful of these is the one right in the middle—the right to “be told what impact your work made in the community”. THAT’S the kicker. We want, and think it’s critical, that every nonprofit in America be prepared to answer that question, in detail. No more fuzzy, feel good platitudes. No more bromides, brothers and sisters—it’s about facts and figures. Verifiable, Hard Core, Detailed Deeds.”

And following his philosophy of using the feedback of volunteers to make DC Central Kitchen run better, he solicits the assistance of the reader and offers some himself.

“We are an open source organization, so feel free to use this Bill of Rights in your shop. Add more rights if you see fit. If they rock, let us know so we can adapt our version. Call if you want and we’ll talk about how we trained our staff to translate talking to volunteers about these rights into opportunities to elevate the idea of what we are doing, together, so that folks can’t wait to come back—with friends, time and wallets in tow.”