It's all about service...

Once in a while something happens that reminds you how important service really is and the notion that going the extra mile is really what service is all about.

Tonight one of our artists, Clint Wiley's None Other, played for a client's wedding. A really nice couple who almost seemed a little apologetic when they asked if the band could play a particular song. It was supposed to be a beautiful evening...an outdoor reception for a group of people who had traveled a long way to celebrate a couple's commitment to each other.

The ceremony went off without a hitch, as did the cocktail hour. And then the heavens opened and it poured! What else can you exepct in Florida in mid-June? It was bound to rain sooner or later as every local knows.

Everyone ran for cover. The band pulled tarps over their equipment and the hotel staff began to regroup and set up in an empty ball room. Of course, water finds it's way in to everything it can and some of the amps were wet as were the instruments.

Being the pros that they are, the band grabbed what they could and set up a small PA in the ball room so they could at least play some music while everyone dried off and settled down to the business at hand...the celebration of this marriage.

Clint, the band leader, is a perfectionist and he was frustrated that they could not give the client exactly what they had contracted. The event was going to be over without anyone really enjoying a great 6 piece band that takes pride in constantly updating their repertoire, rehearsing two or three times a week and always striving for perfection with every performance. He felt bad that he couldn't fix things and that in spite of the elements the bride and groom were calm and appreciative of anything and everything that was being done for them.

To make lemonade out of lemons, the hotel offered to extend the hours of the event and keep the bar open another hour at no charge. The band's gear was still wet but they cobbled together the D.J. system and Clint set about entertaining everyone with great dance music. The dance floor was packed as the guests applauded each and every song, greeting one song intro after another with a loud burst of appreciation! It was a resounding success.

As I talked to Clint he expressed his frustration at the events that led up to where they were right then and disappointment that they could not give the bride and groom exactly what they were hoping for.

In reflection though, the band gave them so much more.

When things were at their worst the band could have said "That's it, we're done!" and gone home leaving everyone with no music. I've seen it happen. After all, that is what the contract said if there was inclement weather. Instead they, like the hotel, rallied around to do their best with what was available and go the extra mile.

The bride and groom will one day undoubtedly look back on their wedding day and laugh about the turn of events. If it is the worst challenge they face in a long and happy life together then that isn't so bad. They will also remember the band, not just for how awesome they were but for the extra mile everyone went to make sure they had music as a backdrop to their celebration.

In the end it's not how you perform when everything is going great, it's how you perform under pressure, when everything is coming apart at the seams. And that is the hallmark of great service!