I had the pleasure of seeing Bruce Springsteen playing in Kilkenny on Saturday night and boy what a concert. While I was in recovery mode yesterday I was thinking about lessons that Bruce could teach us business people about delivering great customer service.
The Perfect Product The Best of Music delivered by Top Class Professional employees – in this instance an 18 piece Backing band and then the whole road crew who make sure that Springsteen’s sound and delivery is top quality and exceeds “customer” expectations.
On time delivery Bruce was scheduled to come on stage in Kilkenny at 7:30pm and right enough at 7:30 The E Street Band and Bruce came on stage. No Delays; No Excuses; No complacency, just did what they promised.
Give the Customer what they want If you have ever been at a Springsteen concert Bruce collects requests from the Audience and plays these songs – so sometimes they veer off their set, to play what the customer wants.
Caring Delivery On Saturday night Springsteen played nonstop up to 10:00pm (ish.) Then came another half hour of encores and then when he had seen the E Street Band safely off stage , he grabbed an acoustic guitar and mouth organ and did an extra song for the audience. He finally walked off stage at 10:45.
Consistency Springsteen first came to Ireland 28 Years ago and has been back numerous times. He never fails to deliver delighted “customers” at every concert he plays and the boomerang principle certainly applies to Bruce & the E Street Band, his delighted customers constantly come back for more at every opportunity.
A real lesson in delivering exceptional customer service.