Change Management and Consumer Feedback

This week’s Muse is a video message in support of my friends at Oktoberfest USA in La Crosse, Wisconsin and philanthropic festival/event organizers everywhere. In the video, I talk about the balancing act festival promoters play between tradition and modernization. Change is hard and it gets even more complicated when passion and emotion are involved for both attendees and organizers.

I also discuss the lens that consumers of philanthropic events—which are primarily run by legions of volunteers—should apply when evaluating the success and challenges of their experience.

My main point is this: philanthropic events are a team sport. They are a place where “we” should apply before “me.” Therefore, when providing feedback regarding your individual experience, pause to ensure you’re providing constructive, actionable advice for how to improve. A bit more grace, patience, and gratitude should be afforded when a customer service failure occurs in a philanthropic or community event setting.

Balanced against the need for more grace and patience on the part of consumers is the need for philanthropic and community organizers to remember that the customer experience is the lifeblood of your event and to continually have the needs of the consumer in mind. Maintaining a keen focus on the customer is essential in commercial and non-profit ventures alike. When the needs and goals of both organizers and attendees are balanced, a beautiful symbiotic relationship is established that benefits everyone.

Finally, I make a general plea regarding the value-for-money assessment that consumers apply to live entertainment experiences. Spoiler alert, live entertainment is expensive to produce and deliver. The vast majority of entertainers are woefully underpaid relative to their skill level, time commitment, and investment into perfecting and performing their craft. Yes, there is the rarified air of internationally recognized performers and artists who command outsized performance fees, but for most entertainers, scratching out a living is brutal. Again, a bit more grace, understanding, and gratitude is in order.

Disclaimer: I am not directly affiliated with Oktoberfest USA but am a supporter as a sponsor. In addition, my band, The Remainders, typically performs at the event.