Dispute and Termination of Profiles – RD at The Swan Hotel, Bibury, Gloucestershire

Title
Dispute and Termination of Profiles – RD at The Swan Hotel, Bibury, Gloucestershire

Description
On 16/03/2024, RD, performing as "RD the Saxophonist," faced significant issues related to a booking for a performance at The Swan Hotel, Bibury, Gloucestershire. The booking, handled by WE and EN, was cancelled due to a lack of response and commitment from the client, CH . RD attempted to address unresolved queries with the client and agents via email.
In response to his emails, which included all relevant parties, EN determined that RD's communication violated their professional standards. Consequently, both his "RD the Saxophonist" and "Nova Boss" profiles were removed from their agency platforms on 27/11/2024, citing unprofessional conduct.

Action Taken
By RD:
Multiple attempts to seek clarity from both the client and agents, including K at WE and Sophie at EN, were made.
Direct emails to CH  to resolve the outstanding queries were sent on 10/01/2024 and 17/03/2024, but no response was received.
Suggested improvements to booking processes, including earlier confirmation and payment protocols, to mitigate financial risks.
By Agencies:
WE released the March 2024 booking due to non-payment and non-response from the client.
EN provided courtesy notifications regarding protocol violations and removed RD’s profiles from their platform on 27/11/2024.

Resolutions
By RD: Drafted an appeal email to EN to clarify intent, address concerns about professionalism, and seek reinstatement of profiles.
By Agencies: Affirmed existing protocols on cooling-off periods and upheld their decision to terminate RD's profiles.

Notes Comments
Notes and Comments
RD’s proactive communication, while well-intentioned, highlighted gaps in understanding and adherence to agency policies.
EN’s response emphasized strict adherence to their protocols to maintain professional relationships and prevent client discomfort.
The incident underscores the need for clearer communication of terms and policies between artists and agencies to avoid similar conflicts in the future.

Reported
Reported Date: 27/11/2024
Reported By (Individual): RD
Reported By (Organisation): R

INDIVIDUALS

Responsible, Passive, A, Agent
Struck RD off both agencies.

Involved, Responsive, A, Agent
Spoke to RD on the phone but later reinforced A / EN's decision citing the prioritisation of customer service.

Responsible, Passive, CH, Client
Failed to respond to RD's and K's communications thus necessitating further action.

Involved, Passive, K, Agent
Failed to address RD's concerns and escalated the issue to EN.

Impacted, Responsive, RD, Artist
Attempted to repair the relationship, but was refused dialogue.

ORGANISATIONS

EN
Agency removed from.

WE
Agency removed from.

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Parent incidents...
Client Ignored Direct Communication Attempts

Hi RD,
I hope you're well.
This is a courtesy email to let you know that we've removed your Nova Boss and RD The Saxophonist profiles from EN and WE respectively.
We found it highly unprofessional to question our booking process and contracting system, which works with all our other acts across both agencies, via email whilst copying in a client and sharing the email thread we share with you as an act. We have to offer a cooling-off period by law in our contracts, and it's made clear in the Ts & Cs in both the WE and the EN contracts.
We completely understand that you need to ensure you have full confirmation of a booking going ahead, and we don't want to cause any unnecessary strain on your earnings because of this.
You still have one outstanding booking with EN for 5th July 2025 (2810198039) which is still booked in and will go ahead. However, as you have no other bookings with either agency, aside from this, we have decided to remove the profiles and wish you all the best moving forward.
KIND REGARDS,
The New Acts Team
EN