Last night's event was a disaster. It kills me to say that. I've been entertaining for nearly 30 years now, and this is the first time something of this magnitude has happened. We tried our best to work around the obstacles, but it just was not meant to be. And it just makes me a little sick and a lot mad. The client paid good money for a good show and we - through no fault of our own - were not able to deliver. So how does one recover from this?
- Assess the issue.
- Determine steps to make sure this never happens again.
- If you haven't already, communicate to the client.
The first part - assessing the situation - is fairly easy. The place we were set up was beautiful. Three huge bigscreens had the lyrics on them and we had an extra pair of powered speakers to make sure that our sounds could reach every part of the huge ballroom. We worked with a person who routinely set up sound systems there and did testing before any guests showed up. What we did NOT notice during these tests was that the microphone sound and the music were coming from different places. The mic sound was coming from our speakers, but the music sounds were being broadcast over the hall's sound system. We played a series of videos from the client throughout the night, then background music for dinner. Then our system was used for the comedian (Scott Long - funny dude!) and then it was our turn. Remember that we had been using the system now for about 5 1/2 hours straight at this point with the same setup. We got five songs in to karaoke and in the middle of a song we lost everything. Sound? Gone. Screens? Gone. We immediately started cuing songs up on an iPad and cell phone while patching them directly in to the amp. Between each song we had to unplug the cord & plug it in to the other device. And every time you plugged the cord into the phone it would mute. Not sure why but holy cow.
So assessing the situation shows that the hall's sound/video system got overwhelmed and just quit. The main problem is it took them over an hour to get someone there to diagnose the issue and attempt to fix it. Meanwhile there were a bunch of very unhappy people - ourselves included - and the hall emptied.
What steps am I taking to make sure this never happens? Never again am I patching into someone else's system. Never ever. Not for sound. For the screens, yeah, but sound will never go anywhere but through my speakers. If mine go out and the client is unhappy, so be it. That would be my fault. But to have this whole thing happen because of someone else's gear? Not acceptable.
The most difficult part of all of this will be communicating to the client, which I am doing tomorrow. I have his number and I will use it to follow up on the email that I sent when I got home at 4 am this morning. I had to write that email. I wouldn't have been able to sleep had I not reached out & apologized, even if it wasn't our fault.
The bartender asked last night if any of our gear was damaged. I responded, "Nothing but my pride and credibility." Maybe that was a bit harsh, but at the time I meant it. We'll recover and go on to do many great shows filled with fun, but for now it stings that I wasn't able to deliver. But I'll keep telling myself: Assess, Fix, Communicate. Assess, Fix, Communicate...