Note: this is a simulblog, posted on both D-Theory and Positive Music Place.
The story sounds familiar: a restaurant consistently received bad reviews, so they looked over surveillance videos to see what’s going on. The plot twist came when management looked over the film. The results were surprising–not because they were shocking, but just the opposite. There were no bodily functions performed on the prime rib; no one playing Words with Friends as a grease fire broke out; no managers putting the make on waitresses in the office; none of the employee hijinks that might be expected. In fact, when they compared the recent footage to tapes from ten years earlier, the employee behavior was pretty much the same. It was the customers that were different.
According the article about this restaurant’s findings, seven out of the 45 customers observed on the recent video asked their servers for the Wifi password. Twenty-seven of the 45 requested that their waiter take a picture of their group; 14 of those 27 asked for a second picture. Long story short: the restaurant’s conclusion was that customer behavior increased the average length of stay by 50 minutes compared to ten years ago.
Here’s where the restaurant missed the mark. “We are grateful for everyone who comes into our restaurant, after all there are so many choices out there. But you please be a little more considerate?” they implore at the end of the article.
The problem is, the restaurant doesn’t accept the fact that–whether or not they agree with it–for many customers, the cell phone is as important a part of the meal as the locally sourced vegetables and the craft beers. The restaurant customer of 2014 expects to be able to take photos of their food and themselves enjoying it. Savvy restauranteurs embrace the free advertising and integrate cell phones into the dining experience they provide; proprietors stuck in the past complain about how kids today have no manners instead of trying to figure out how to better cater to them, thus resulting in poor online reviews.
So far you’ve read over 300 of my words (which I appreciate, thank you!); none of which is “music.” What does this restaurant and their grievances with cell phones have to do with music?
Musicians face a similar dilemma in terms of getting their product out to new audiences. Yes, we all want to do it our way, but trends, buying habits and tastes change. Many consumers expect to be able to get music for free. Music fans often see Facebook, Instagram and Twitter as ways of connecting with their favorite bands. (Check out this post on CD Baby’s DIY Musician blog for more thoughts on the subject.) The musician who evolves to fit the needs of 2014′s audience will likely have more gigs than the one who shakes his fist and rants about how no one appreciates AC/DC, Zeppelin or Sabbath anymore (the fact that I am writing this blog instead of playing a show might give a hint about the category in which I belong).
Elitism can have its place. Fattburger’s slogan is “We’re not for everyone”; the Stone Brewing Company Arrogant Bastard’s bottle reads, “You’re not worthy.” Businesses sometimes have funny have signs mocking Wifi obsessiveness. Similarly, the independent musician who doggedly sticks to their guns and refuses to cave in to any trends, technological or otherwise, sometimes succeeds. Let’s be honest though; these are usually the exception, not the rule.
I don’t claim to have much experience in the food service business (unless you count the lemonade stand my brother and I had as kids) but I do know this: the restaurant’s choices are to either to brand themselves as a cell-phone free zone (a move which may make their following smaller but more loyal) or adapt to changing times and train waiters to accept taking pictures of drunken customers as part of their job description.
Today’s consumer typically has more options for night life, dining and entertainment than they do time or money; as a band, restaurant or other purveyor of goods and services, you have a lot of competition for customers/fans. If you look down on Wifi use at your restaurant, customers will likely go to the place down the block where it’s embraced.
Let’s face it, time can be a harsh mistress. Yesterday’s rock star is today’s grumpy old man telling kids to get off their lawn. Today’s rock stars–culinary, musical or otherwise–are often ones that let people on their lawn, but charge extra for Wifi.