Can your Grandmother improve your bottom line?

My grandma Hazel was a great cook and a sharp wit.  She'd also set you straight in a hurry if you didn't say "thank you".   

"It's what properly raised people do", she'd tell us.  

Many arts organizations are cutting staff and programs in an attempt to stay afloat in the current economy.  Letting details slip is an inherent danger when there are fewer people and resources.  

While you aren't going to be able to do everything you did before with 30% less budget, there are certain areas that should be preserved at all costs.  I would argue that customer service falls into this category.

Your "customers", whether big donor or one-time ticket holder, are feeling today's pinch as well. But despite more limited budgets, these are the individuals still choosing to come to your performances and support your exhibitions.  They could have selected any number of other options, including leaving those hard-earned dollars in the bank, but they chose you.  That deserves your appreciation and recognition.  

So make sure you're providing a warm greeting at the box office window.  Make sure visitor services are at their best.   And for goodness sake, send your follow-up notes after meetings or when donations are given.  

Remember also, not all your competitors will attend to these details as carefully right now.  So by maintaining your customer service you may truly set yourself apart from other organizations.  It can mean that your budgets don't suffer as greatly in this lean time and you'll be remembered when greater prosperity returns.  

It's possible.  And it starts by doing the simplest of things.  Like saying "Thank you".  Your customers will notice and your grandmother will approve.