Back of the line, front of the mind.

So yesterday, we talked about how to reach your employees/ie manage your team of volunteers that is honest and secure. Using REAL TALK or being as honest and upfront with people as possible in a way that creates constructive results is often times the best management style.

Today, we talk about WHY it's important to manage your audience in a way that is totally different than your staff.

Audiences are mainly using shows as forms of pleasurable entertainment. And the more pleasurable the experience, the more likely they are to return. In order to maintain that sensation of effortless entertainment, your team needs to flow correctly. Think of it this way, your House Manager can't provide a sustainable response to someone needing an extra ticket or directions to the nearest bathroom, if they're worried about something else.

Real talk is just a tool in order to get to FLOW. Real Talk bridges the gap between the House Manager telling the Box Office Manager that printing out lists or taking up additional space can hinder mob management. Audience members can feel when there is tension among staff, or if they are moving as a cohesive, communicative unit that most importantly, likes one another.

In other words, your employees need to be given the right amount of space, time, objectives and incentives to serve your real customer; the AUDIENCE MEMBER.

Your Frontline Employees ARE Your Brand

“You can worry about the reach and frequency of your ad dollars, but they will never rival your employees as the most pervasive and valuable asset for your brand. Or the single greatest liability.”

By the way, keep on reading FastCoDesign, for amazing new products and information available on the web. It's a great site.