Vegas Customer Connection

Posted by Deborah Chaddock Brown on November 29, 2009 under Connecting Moments, Perceptions | Be the First to Comment

I just got back from six days in Vegas over the Thanksgiving holiday weekend.  Wish I could tell you details, but you know what they say, “whatever happens in Vegas….”

But I can share some thoughts on customer-focused performances based on the four shows I attended:

The Fabulous Four (A Beatles Tribute Band at the V Theatre at the Miracle Mall)

Cher (at Caesars Palace)

The Mentalist (At the V – inspiration behind the current CBS hit show)

Donny and Marie (at the Flamingo)

Ticket prices ranged from $30 for two (the Mentalist – we had to buy one drink each) to almost $200 each for Cher and we weren’t in the front row.  In all fairness we had terrific seats for all of the performances however we were in the very front for Donny and Marie and I got to hold his hands TWO TIMES during the performance.  If it weren’t for the Swine Flu, I probably wouldn’t wash my hands!

The theatre staff for all of the performances was top notch – no complaints, personable, informative, helpful – all of the stuff of great customer service.

However, if I had to rate the performances for customer connections – I would rank Donny and Marie first (and not because he touched me) and the Mentalist second.  Here’s why:

• Customer interaction – both shows involved the audience – answering questions, responding to shouts, bringing people up on stage or coming out into the audience to make a connection. 

In Marie’s portion of the show she explained the reason they chose the Flamingo for their show although many other larger venues wanted their act. She said – and I’m paraphrasing:

We chose the Flamingo because it was a small enough theatre that we could actually see all of you and really connect. 

They learned audience member names, they acknowledged the crazy fans waving a host of albums from the 60s and 70s, they kidded with those that shouted their love (nope that wasn’t me… however, my Mom…well, once again, whatever happens in Vegas).  They picked a place to perform that allowed them a PERSONAL CONNECTION with their customer.  And then they took full advantage.

The Mentalist – Gerry McCambridge did the same thing, but then that is the nature of his act.  He is totally involved with the audience and once again, that included me.  It was the interaction that made his humor and amazing mental capabilities all the more enjoyable.

That’s not to say the Fab Four and CHER weren’t incredible performances.  They were terrific.  But when you think about the money you spend and the feeling you get at the end of the night – we walked away saying “That was good.” 

When we left Donny and Marie we said “That was the best show we’ve ever attended” and no amount of money for that kind of a connection would have been too much money.  The perception of our value as audience members to the stars was higher the more interaction there was.

In fact, Cher actually insulted her audience in her opening chat.  She flies across the stage in a cage which hovers for a few moments over the crowd while she sings.  Don’t get me wrong – she LOOKED amazing and she sounds INCREDIBLE and not for a woman of her age – she was fantastic no matter what her age.  However in her chat she talks about her fear of the cage falling in on the audience.

“The newspaper would say Cher dies at Caesars in freak accident and then in a related article “Several unknown tourists die at Caesars.”

It was joke but it also let us know there is the Star and then there are the rest of us.  No connection.  The perception of our value to her?  None.  Our desire to pay $40 for a program of her show?  None.

Bottom line – the customer connection is what sets us apart from our competition – whether it is Cher, Donny and Marie or you.  We all have a customer to connect with.  The question is – do you take the extra step to make the connection?