Unresolved Queries (2) Reviews

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• Correspondence

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This is a follow-up article to the one from last July, and explores unresolved queries after the booking has happened.

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Unresolved Queries (1) Enquiries
​​Jason @ Book Live
Testimonial - 01/09/2013 - Diáspora

Query Unresolved Queries cause anxiety. An anxiety over whether we have pursued it enough, or whether there is the potential to send a follow up without causing distress. An anxiety over whether we have done enough or tried our best, keeping at the back of our minds how this might impact on when an agent asks an artist to provide evidence of previous client feedback when they apply to go on their books. Unresolved Queries (i.e., lack of communication) is one of the two major problems in today's music "industry". The other is unreliability (i.e., lack of accountability). Unresolved Queries are a cancerous illness in today's music "industry" and breed the negative effects listed to the right. How hard is it to simply say "no"?

Anxiety Cloak & Dagger Confusion Delusion Denial Depression Disillusion Distance Distress Doubt/Self-Doubt Indefiniteness Indeterminacy Lack of insight Lack of foresight Lack of self-confidence Lack of self-esteem Lack of precision Miscommunication Misunderstanding Smoke & Mirrors Uncertainty Unease Unpredictability Vagueness

Action ​We seek to challenge the culprits of these psychologically damaging effects by exercising our right and freedom to ask questions and pursue them until we have an answer, so that no stone is left unturned. We address these queries in a purely systematic way to ensure we are polite, yet firm, at all times. Reply This query is sent to the client after an event, requesting them for a review, and it is in 3 parts. ​It's been copy-edited. The message clarifies that ​if you prefer not to provide a testimonial, it's not a problem; we appreciate feedback in all forms (including a 'no'). Certainly, a client is not obliged to answer if they don't wish to. But this works both ways. Equally, we are not obliged to stop asking if an answer hasn't been received.

Accommodation Analysis Assurance Certainty Communication Confidence Consequence Conviction Diplomacy Education Evaluation Facilitation Faith Honesty Information Learning Mediation Practicality Pragmatism Problem-solving Knowledge Resolution Stability Trust Truth Understanding

From: Claire
Subject: Re: Feedback
Date: 29 April 2016 at 11:27:28 BST
To: Rory

Hello Kelly,

Message 1

Thank you for inviting Rory to perform at your event on 23/04/2016.

I hope you enjoyed the performance, and that all on-the-day arrangements went smoothly and satisfied your requirements.

I would like to ask whether you could write a short testimonial for Rory, based on your experience of working with us.

We are not looking for anything too substantial; just a couple of lines commenting on the energy, style, performance and professionalism, and how you felt the band/set made an impact on your event.
This feedback would be very much appreciated. Please let me know if you prefer me not use your full name for privacy purposes.

Rory will also send you a personal message to say thank you.

Meanwhile, and on behalf of Rory, I would like to thank you for the opportunity, and I send you our best wishes.

Message 2

I hope this message finds you in good health.

I'm following up on my previous message regarding a possible testimonial. As discussed, I would really appreciate it if you were able to provide us with a testimonial for your booking of Rory on 23/04/2016.

Once again, let me highlight that we are not looking for anything substantial; just a quick comment on the performance, the professionalism and how you felt it contributed to your event. We do not need to use your full name if you have any concerns over privacy. We'd really benefit from the feedback.

Please would you be able to let me know if this is at all possible?

On behalf of Rory, thank you again for the opportunity and hope all was well.

Message 3

Hope you're well and healthy.

Following up on my previous messages regarding feedback, would you be able to provide us with a short testimonial for your booking of Rory on 23/04/2016? Feedback is extremely useful for us, and testimonials allow us to give a fairer representation of our services to future/other customers.

We don't need anything too substantial; just a quick few words on the performance, the professionalism and how you felt it contributed to your event. We do not need to use your full name if you have any concerns over privacy. 

Please would you be able to let me know if it is possible? If you prefer not to provide a testimonial, it's not a problem; we appreciate feedback in all forms.

On behalf of Rory, I would like to thank you again for the opportunity, and I send you our best wishes.

Hope to hear from you soon,

Best Regards,
Claire Maillot

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Example #1: Elastic

Here is an example of an agent restricting our right to ask. This effectively engenders a breakdown of communication.

​Since we were not even permitted to ask, we got around this issue by bringing a box of chocolates (Celebrations) to each of the events and offering it to the venues, in return for them scribbling some feedback on a piece of paper. This way, the query wasn't digital and therefore couldn't be traced or evidenced back to the client. It resulted in Fiesta Latina receiving 20+ excellent reviews in 3 months, which has helped them secure future bookings. It goes to prove people always have something to say if they have an opinion on something.

Begin forwarded message:
From: Jo
Subject: Re: Fiesta Latina - 12/07/2014 - London (Enfield)
Date: 30 July 2014 at 15:07:01 BST
To: DG
Hi DG,
No problem, thank you for letting me know.
Thanks_Jo

On 30 Jul 2014, at 14:15, DG wrote:
Hi Jo,
Thanks.
I've already done that and asked her to do it for all bookings where possible.
As I said, the client is Elastic. We are working for them not the venues, and they have no obligation to follow up on these requests.
Best,
DG

From: Jo
Date: Wednesday, 30 July 2014 14:13
To: DG
Subject: Re: Fiesta Latina - 12/07/2014 - London (Enfield)
Hi DG,
No problem, thank you for letting me know.
Please would it be possible to request Elastic / Roz to pass on the message to the client?
Thanks_Jo

On 30 Jul 2014, at 14:10, DG wrote:
Hi Jo,
We have asked the client to request feedback from all the venues. So, there is no need for you to send individual emails like this.
I understand how important feedback is but technically we can only approach our client for this which is Elastic.
Best,
DG

From: Jo
Date: Wednesday, 30 July 2014 13:37
To: DG
Subject: Re: Fiesta Latina - 12/07/2014 - London (Enfield)
Hi DG,
Please would it be possible to pass on the following message re: the gig(s) with Fiesta Latina on:
12/07/2014
Hi RVT / AT,
I hope you are well.
I'm following up on my previous message re: possible feedback / testimonial. As discussed, I would really appreciate it if you were able to provide us with some feedback / testimonial on your recent booking with Fiesta Latina on: 
12/07/2014
We are not looking for anything substantial, just a couple of lines commenting on the energy, style, performance and professionalism of the artist, as you see appropriate, and, if you prefer, I need not use your full name for privacy purposes.
Please let me know if it is possible?
Meanwhile, I would like to send again my best wishes for future, and I look forward to hearing from you soon.
Thanks_Jo

On 23 Jul 2014, at 13:22, Jo wrote:
Hi DG,
No problem, thank you for letting me know.
Please pass on to RVT to forward to the client(s) as appropriate.
Thanks_Jo

On 23 Jul 2014, at 13:20, DG wrote:
Hi Jo,
Thanks for your feedback emails.
We do not have direct contact the venues. They are clients of your client which is Elastic.
I'm happy to ask RVT to ask venues for feedback, but I don't think this is something that we should do directly.
Best,
DG

From: Jo
Date: Wednesday, 23 July 2014 11:23
To: DG
Subject: Fiesta Latina - 12/07/2014 - London (Enfield)
Hi DG,
Please would it be possible to pass on this message re: 12/07/2014 - London (Enfield) @ King’s Head?
Dear AT,
Thank you for inviting Fiesta Latina to perform at your event on:
12/07/2014
I hope that you enjoyed the performance, and that the on-the-day arrangements were smooth and satisfactory to your requirements.
Please could I ask for your help? I'm writing to ask whether you would be kind enough to write a short testimonial for Fiesta Latina, which we can use to promote the artist. We are not looking for anything substantial, just a couple of lines commenting on the energy, style, performance and professionalism of the artist, as you see appropriate.
This would be warmly received. If you prefer, I need not use your full name for privacy purposes.
On behalf of Fiesta Latina, I'm sending you our best wishes, and we look forward to hearing from you soon.
Thanks_Jo

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Example #2: Parfetts

This well-documented example demonstrates an extreme example of client gas lighting.

​It became apparent that the client in question was insulted by our persistence in obtaining some sort of written feedback from him - despite his positive verbal feedback on the day. However, it's clear that we were polite and courteous to him at every step of the way, and that it was simply his inability to communicate that ultimately came back to haunt him!

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Jason @ Book Live

On 10 Sep 2014, at 19:07, Jason @ Book Live Music & Entertainment wrote:
We usually find that if no feedback is received from the client that they - are at - best satisfied. You decided to contact the client directly when we had previously indicated that the client had not relayed any feedback despite our efforts.

​From: Jo Mantini
Subject: Re: Booking Confirmation | 20.05.14
Date: 12 September 2014 at 09:49:06 BST
To: "Jason @ Book Live Music & Entertainment"
Although you indicated that the client had not relayed any feedback, you did not indicate that the client was not willing to relay any feedback. Therefore, the case remained as an unresolved query on our system.

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​Example #3: Glasgows

In this example, the agent was reluctant to contact the client again after 5 months. In this case, feedback was received after we approached them ourselves. It's nice to see emails forwarded internally in organisations and reassuring to know that their communication systems/structures are working.

How easy was that?

​Had we not chased for feedback, then this event would have become unaccounted for. By "unaccounted for", we mean that the fact of the matter - the reality of the event ever happening - simply vanishes into thin air without a trace, almost as if it never actually happened. This distorts our sense of reality. Who was that client again? Where was that gig again? When was it? Don't know - it properly doesn't matter anymore. Imagine if we'd given up on our insight before and during the event when it actually "mattered"! We would have looked back and the past would have seemed fuzzy and blurry, and we would have wondered "what if?"!

No: enough is enough. This is both psychologically counter-productive and potentially harmful because it makes us question our own perceptions. It's also an obstacle to future progress. This 'smoke screen' effect is precisely what's wrong with today's music "industry" and we want to target it at its root source.

Our two primary values of communication and accountability effectively feed off one another. Communication allows us to account for things, take stock of any KLU (Knowledge, Learning & Understanding) derived from the fact, and use this for evaluation and future development, i.e., communication putting actuality into account.

From: PL
Subject: Fwd: FW: FAO Bridget, Re: 27th February
Date: 16 July 2014 at 15:43:14 BST
To: Rory
Hi Rory
Pleased to help ...
The Rory Duffy Trio provided an ideal backdrop to our charity drinks reception.
The choice of music was perfect for the occasion and enjoyed by all our guests.
PL
Director, Glasgows

---------- Forwarded message ----------
From: FN Foundation
Date: 15 July 2014 17:11
Subject: FW: FAO Bridget, Re: 27th February
To: PL
Dear PL
Forwarding you this from Rory Duffy.
Kind regards
Stephanie

From: Rory
Sent: 11 July 2014 11:37
To: FN Foundation
Cc: Jo
Subject: FAO Bridget, Re: 27th February

Hi,
This is a message for Bridget re: FN Charity Gala Dinner, Victoria Park Plaza on February 27th, 2014. I would be grateful if you could pass this on!
Many thanks :)
Rory
​
Dear Bridget,
It’s Rory Duffy here, saxophonist from the jazz trio at your event at London Victoria Park Plaza on February 27th. I hope all is well with you. I’m just working on my music website, and I wanted to feature you as one of our clients. I was wondering whether you would be kind enough to send me a couple of lines feedback / reference that I can use with your logo and a link to your website?
Nothing substantial, just a short line or comment would be fabulous and much appreciated!
Let me know if it is possible.
Thanks, look forward to hearing from you soon.
Best wishes,
Rory

From: RW
Subject: Re: Event Confirmation 27th February 2014
Date: 11 July 2014 at 11:11:06 BST
To: Rory
Cc: Jo
Hi Rory,
No I'm afraid they didn't come back to me, I did write to them at the time to ask but am reluctant to write again now 5 months on...
Best,
RW

On Fri, Jul 11, 2014 at 11:07 AM, Rory wrote:
Hey RW
Did you ever hear anything back from the client on 27th Feb? (the one in Victoria Park Plaza)… ? No worries if not, but would be good if you could chase for me.
Thanks :)
Rory