Early in my career, some of the best advice that I received is that the entertainment industry is predicated upon people, not stuff. We can have all the gear in the world, but if our clients and customers are not satisfied, we will not last for long. One key factor in maintaining optimal satisfaction is by managing expectations. In an industry that relies upon meeting grand expectations, this can be a tricky task. All too often, our clients can ask for grandeur without knowing that the lofty visions they have conceived in their heads cannot be achieved in reality. Inevitably, I have had to tell clients that they can’t have all that they desire. This article will go over some tactics that I have used to let them down lightly and mitigate disappointment.
Clear Communication
Communication forms the cornerstone of managing expectations. We must establish transparent dialogues with everyone involved, including organizers, artists, stage managers, and fellow crew members. Clearly delineating roles, responsibilities, and timelines is paramount to avoiding misunderstandings that can lead to unmet expectations. This becomes most apparent when we are asked to build a show on a short timeline. Recently, I had the pleasure of filling in for an esteemed colleague, Nate Cromwell, of Na’cho Production and Design on the Alanis Morissette tour. Nate readily acknowledged that his show file was too complex to learn in a few days so it would be easier to build my own show file. This is a long running tour and Alanis has grown accustomed to the way Nate has been providing light for several years. I knew that my show would look great, but I also know that it would be different from past shows. After building my show, I went to the Production Manager, Don Muzquiz and made sure to manage expectations. I let him know that I had studied the previous show reels and did my best to recreate them, but my timing would not be the exact same. I let him know that my spot calling would deviate from previous shows because I have not had the time to hone my skills to Alanis. Without underselling my skills, I had to be perfectly clear that my show would be different, but no less than anyone who was thrown into a similar situation.
Setting Realistic Goals
IIt’s crucial to set achievable goals. I like to opt for honesty over overcommitment and ensure that the envisioned design aligns with the practical aspects of the production. After explaining the situation, Muzquiz understood the limitations and returned with some crucial requests. Alanis absolutely did not want to be lit while drinking her tea, which she does a lot. He also let me know that there are two key points in the show where the strobe function should be used liberally. I let Don know that I was happy to oblige these requests and that his expectations were realistic.
Navigating Technical Limitations
Transparency about technical limitations is essential. Conveying the possibilities and constraints of the equipment and venue honestly can be challenging when presented with budgetary constraints. For this event, the primary constraint was going to be the height of the followspots. FOH was limited and the only practical placement was atop a 25’ Genie lift. Most artists and technicians will agree that this solution is not optimal, but it can get the job done. After a long tour of arenas and theaters with much more favorable spot placement, I didn’t want anyone to think that Alanis was blinded for any reasons that I had control over. This prevented any disappointment when she was blinded by the lights. Presenting alternative solutions can often be our saving grace, but in the situation where there are no alternatives, it’s best to manage expectations early.
Time Management
Time is a precious commodity in entertainment. Agreeing upon a timeline that encompasses setup, sound checks, programming, and troubleshooting before the performances can often be a juggling act. Accounting for fine-tuning and unexpected delays often falls upon the technicians and programmers responsible for ironing out these issues. In this case, I asked early and often for any programming time that could be allotted to me. I was lucky enough to be lighting the headliner, so I was able to get in the day before and program throughout the night. These crucial hours made all the difference. If I had not asked early, this time could have easily been forgotten or dismissed.
Documentation
I love a good phone call as much as anyone, but many times we can forget key details during a casual conversation. Texts and emails can quickly become a pillar of accountability. Maintaining comprehensive records is indispensable. Even after a phone call, I often document crucial phone calls with a follow up email just to confirm. I often CC anyone else on the crew who might be affected by any verbal changes that we made during the conversation. This digital paper trail serves as a valuable resource for resolving disputes, clarifying decisions, and attributing responsibilities.
Preparing for Change
In the realm of live entertainment, spontaneity often takes the stage. Being prepared to adapt on the fly is crucial. Contingency plans for various scenarios, be it technical hitches or modifications to the setlist are a necessity. This agility can transform potential chaos into a seamless performance. During the process of learning the show, in addition to watching the reels that were sent to me, I also reviewed amateur footage of previous shows on YouTube. I wanted to see if the footage from the reels was consistent with other shows. Artists are well known for spitballing and straying from the agreed-upon setlist. I made sure to ask Nate and Don if Alanis varied from the setlist often. I was assured that she has varied from the set list in the past, but it was not a frequent occurrence. Because of this, I made sure to have an emergency front wash, punt page, and band solo specials always available. Don was clear that an unexpected song is rare, but a random nod to one of her band members is always on the table.
Constructive Criticism
Failure to meet all expectations is inevitable. The hedonic treadmill idea is the observed tendency of humans to quickly return to a relatively stable level of happiness despite major positive or negative events or life changes. Feedback, whether praise or critique, is our perpetual companion. Embracing constructive criticism can be viewed as an avenue for growth instead of a personal attack. When faced with challenging feedback, remain professional and open-minded. Transform issues into opportunities, nurturing an environment of collaboration.
As purveyors of visual enchantment, we encounter a barrage of challenges to navigate. By maintaining clear communication, embracing flexibility, and keeping our cool, we can manage expectations with finesse, while cementing the bridge between imagination and reality, leaving audiences enthralled and artists fulfilled.
