After 38 years of putting on shows and doing everything I can to create great spaces and make the business sustainable, I am finally giving in to a drink minimum (in our case a food and beverage minimum).
Directly addressing customers concerns one by one is showing commitment and respect. Authenticity through sharing of information is critical to showing guests that they are heard - and that their questions and constructive criticism are valid and appreciated. Reality is what it is, and laying it out openly with humility is what those who care about CW continuing to provide great shows, wines, food will want to hear. More info, more respect, more engagement.
You asked, "[a]m I providing too much detail in trying to make every customer understand this?"
I don't think so.
The more you are willing to share about the economics of the independent music venue, the greater the benefit to the whole industry. Folks fear/lash out at what they don't understand, as evidenced by your post. It sounds like each time you explained the economics to someone, you changed their opinion about the "minimum." At a minimum making and widely sharing a playful "Why in the Hell did We do THAT? video & other media" (aka FAQs) might help, and the more economic details you're willing to include, the better.
I certainly don't envy the position you're in. Here's a genuine question that I'm curious about: Did you at all consider adding $25 to each ticket as a credit towards food/drink/merch at shows? Not sure if that was even an option, or if it would have cut down on the criticism at all, but it might be logistically easier than trying to collect money from people who don't drink or eat at the end of each night.
Honesty goes a long way. Some of the negative feedback, can’t help but laugh at it because you wonder if they’d be singing a different tune if they were in your shoes. If you really care about a business and your customers, you’re going to be open w them even if it’s sucky news.
Oh my Mr. Dorf... "requiring" us to drink more wine... such a problem...
Your honesty, integrity, and care for others speak loud now and always.
You do what you need to do to keep such a classy venue alive and thriving.
Mike and I remain honored to be part of the "family". Btw, we need more wine dinners that are not on Friday nights (just saying)...
Mylissa and Mike Bauman
Directly addressing customers concerns one by one is showing commitment and respect. Authenticity through sharing of information is critical to showing guests that they are heard - and that their questions and constructive criticism are valid and appreciated. Reality is what it is, and laying it out openly with humility is what those who care about CW continuing to provide great shows, wines, food will want to hear. More info, more respect, more engagement.
You asked, "[a]m I providing too much detail in trying to make every customer understand this?"
I don't think so.
The more you are willing to share about the economics of the independent music venue, the greater the benefit to the whole industry. Folks fear/lash out at what they don't understand, as evidenced by your post. It sounds like each time you explained the economics to someone, you changed their opinion about the "minimum." At a minimum making and widely sharing a playful "Why in the Hell did We do THAT? video & other media" (aka FAQs) might help, and the more economic details you're willing to include, the better.
I certainly don't envy the position you're in. Here's a genuine question that I'm curious about: Did you at all consider adding $25 to each ticket as a credit towards food/drink/merch at shows? Not sure if that was even an option, or if it would have cut down on the criticism at all, but it might be logistically easier than trying to collect money from people who don't drink or eat at the end of each night.
Increasing the ticket price doesn't solve the economics when the artist gets a % of the door. The house margins are too small.
Honesty goes a long way. Some of the negative feedback, can’t help but laugh at it because you wonder if they’d be singing a different tune if they were in your shoes. If you really care about a business and your customers, you’re going to be open w them even if it’s sucky news.