The basics of "customer service" include patience, attentiveness, knowledge, responsiveness, and consistency. So, here's a simply beautiful example of one company's practice that far exceeds those basics - courtesy of a friend who discovered this letter in her hotel room at the Renaissance Hotel in Washington, DC: Hello my name is Lichi & I am your room Stylist (A.K.A. Housekeeper). While you are here in Washington, D.C., I hope you get … [Read more...]
Engagement is Everything
“Perfect moments.” That’s the beautiful insight that David Ira Goldstein, the beloved Artistic Director Emeritus of Arizona Theatre Company shared with me during my tenure as his administrative partner as ATC’s Interim Managing Director. When the story is compelling… when the direction is inspired… when the actors’ delivery is flawless… when the set design is beautiful… when the sound is resonant… when the house is full... when the audience is … [Read more...]
NEA Funding: Beyond Votes, We Must Grow the Applause
The President's budget proposal to eliminate the National Endowment for the Arts is merely an "opening argument." A very long legislative process now begins which will, hopefully, culminate in a budget that reflects moderation and compromise. Our advocates at Americans for the Arts have long prepared for this day - and it's reassuring to know that the arts have friends on both sides of the political aisle. Of course, nothing is assured until … [Read more...]
Your Mood is Understandable but Unacceptable
I haven't worn a Mood Ring since the late 1970's but it's time for that fad to return. I know, I know... they never really worked all that well. Regardless of how I was feeling inside (and as a teenager, well, you know...) the color remained a murky green. Still, I recall how friends would playfully grab each other's hands and exclaim, "Let's see how you're feeling!" So go ahead and slip an imaginary mood ring on your finger right now. … [Read more...]
Resilience: The Spirit of 9/12
On September 12, 2001, the theater was dark, the museum galleries were empty and the phones didn't ring. I was a shared-services marketing director then - with responsibilities to sell subscriptions and single tickets at the dawn of the Scottsdale Center for the Performing Arts' new season as well as to launch the new season of the not-quite-2-year-old Scottsdale Museum of Contemporary Art. We remember the fear and uncertainty of 9/11. … [Read more...]
Can you be Optimistic for just 90 Minutes?
How will the world be different in 5 years? That's the question I'll ask leaders of arts & cultural organizations in a series of FutureCast exercises I'll be facilitating around the country starting next month.* When the program was conceived last Spring, its intention felt timely, refreshing, and productive - to study the trajectories of demographics, technology, and the economy (and more!) and imagine the exciting opportunities ahead … [Read more...]
Art Is As Art Does
A recent dinner conversation with friends rolled around to the question: "What is art?" A long conversation ensued. Someone offered up Wikipedia's definition: "Art is a diverse range of human activities in creating visual, auditory or performing artifacts, expressing the author's imaginative or technical skill, intended to be appreciated for their beauty or emotional power." This group of arts administrators was unsatisfied. As … [Read more...]
7 Audience Development Resolutions for 2017
“Your beliefs become your thoughts; Your thoughts become your words; Your words become your actions; Your actions become your habits; Your habits become your values; Your values become your destiny.” - Mahatma Gandhi Together, let's make these resolutions for 2017: I BELIEVE: Arts & cultural experiences are an essential public good, critical to a healthy and truly democratic society, and invaluable as a source of personal enrichment … [Read more...]
75 Days to Decide: Is Your Organization Part of the Solution – or Part of the Problem
In her Jumper blog, Diane Ragsdale delivers a stirring message for the dawn of the Trump Presidential era that deserves to be shared and contemplated with the staff, management and Board of every arts & cultural organization: "...those working in nonprofit professional cultural organizations across the US—we in the so-called Creative Class—are, without a doubt, among those who did not understand our country, its culture, or its values. If we … [Read more...]
Nominations for Audience Development Innovation
No Good Deed Goes UNPUBLISHED. That's my motto - and why I ask: Have you seen an example of an arts organization doing something REMARKABLE in the pursuit of audience development - something especially CREATIVE, AMBITIOUS and/or EFFECTIVE? If so, would you jot me a quick note and tell me about it? Reach me at: MLehrman@audienceavenue.com. A new year demands NEW examples and FRESH perspectives. No need to write a long & … [Read more...]