For Every Audience It’s Opening Night – The Taylor Swift Approach To Customer Service
On Saturday evening, I attended Taylor Swift's 'Eras Tour' concert at the iconic MCG, surrounded by my fellow 96,000 fans. The energy, collective excitement, and sheer euphoria of the event will stay with me forever.
For Taylor, it was the second show of the weekend and is part of 151 shows across 5 continents. She played for over 3 hours and it was honestly one of the best nights of my life. Whenever I attend a live concert, as much as I love watching the artist, I also love watching the crowd and the feeling of excitement and anticipation just before they walk onto the stage.
I have always loved the quote “For every audience it is opening night”.
I am fascinated watching artists perform. For the singer, musician or performer, this could be the tenth, twentieth or even seventieth time they have performed the show. Imagine if they were to step onto the stage and deliver it as though it were their fiftieth run-through.
Working in customer service is similar. You may interact with multiple customers, take phone calls or be asked the same question for the hundredth time. Embracing a performer’s mindset and treating each customer as if they are the first person of the day, is guaranteed to make a difference to their experience.
As I continue to bask in the magic of Taylor Swift's performance, I couldn't help but draw parallels between the atmosphere of the concert and the essence of exceptional customer service.
Here are five key takeaways inspired by the concert experience:
1. Treat Every Interaction as Opening Night
Just as Taylor Swift treats every performance as if it were her first, approach each interaction with customers as if it were the first encounter of the day. Embracing this mindset ensures that every customer feels valued, appreciated, and receives the highest level of service possible.
2. Consistency
Despite the countless performances Taylor Swift has delivered, she consistently brings her best, delivering an unforgettable experience every time. Similarly, in customer service, maintaining consistency, regardless of repetition or familiarity, is essential for building exceptional experiences.
3. Creating Memorable Moments
I am so proud to be the customer service training partner for the MCG and know what an extraordinary and committed team they are. This includes the leadership, event, permanent teams and partners. This time I was there as a customer (and very grateful to my daughter for securing tickets!) It is truly mind boggling to think about the logistics of serving 96,000 customers at one time, let alone over three consecutive nights!
One of my personal highlights of the concert was witnessing the exceptional service provided by the team at the MCG. From warm greetings to personalised interactions, they went above and beyond to create memorable moments for each customer. Taking photos, swapping friendship bracelets, dancing, singing and engaging with the crowd or proactively letting customers know where shorter food and restroom queues were, they were part of the joy and experience. I saw many instances of the team going the extra mile and this level of focus fosters such strong emotional connections with customers. The positive feedback, viral videos and stories I have heard from those who attended and compliments I have read have been truly inspiring.
4. Acknowledging and Appreciating Customers
Taylor Swift's heartfelt expressions of gratitude towards her fans serve as a reminder of the importance of acknowledging and appreciating customers. A genuine expression of thanks, makes customers feel seen and strengthens relationships.
5. Fostering a Culture of Kindness
During the show, Taylor emphasised the kindness her fans exhibit towards one another and this was so visible during the event. Fostering a culture of kindness in customer service both externally and internally makes a difference. Encouraging empathy, respect, and compassion among team members not only enhances the work environment but also translates into positive experiences.
And while appreciating everyone has different music tastes, in the words of Steve Jobs:
“Life is about creating and living experiences worth sharing”