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  • Barry's Blog: Keep Your Customers Happy, and When You Don't, Find Out Why and Make It Right
    site less frequently than do managers and thus are more sensitive to subtle changes e g peeling paint worn rugs than are managers who see the facility every day and who are likely to overlook gradual deterioration of the supporting facility The quality of customer service can also deteriorate and be less noticeable to employees as well as to managers A sample Walk Through Audit for the Helsinki Museum of Art and Design included everything from asking if it was easy to get to the museum were the operating hours convenient to questions about ticketing information signs language available friendly staff to the experience of being in the museum lighting clear paths background noise to questions about the facility toilets cafe gift shop etc Such a detailed feedback response allows the museum to evaluate the service experience from the customer perspective The best way to administer such a survey is thought to be immediately after the customer s service experience and offering a future discount or gift certificate helps to increase participation Fitzsimmons and Fitzsimmons op cit Once a service failure has been identified then it is essential to have ways to make it right for the customer Companies have developed all kinds of ways to address service failure so as to minimize the damage done to their businesses and have employed devices ranging from unconditional guarantees warranties refunds future discounts free replacements and letters of apology The literature suggests that customers are primarily interested in 1 early acknowledgment of the service failure 2 an apology and by a real person 3 a willingness to quickly offer some remedy to make it right 4 some kind of symbolic atonement or form of compensation 5 a follow up and 6 a sincere promise to remedy the problem for the future Binder et al 1990 suggested that it is not necessarily the failure itself that leads to customer dissatisfaction as most customers do accept that things can go wrong It is more likely the organization s response or lack thereof to a failure that causes dissatisfaction They suggested that for a successful service recovery an organization s response should include four key elements 1 Acknowledgment of the problem 2 Explanation of the reason for the failure 3 An apology where appropriate and 4 Compensation An organization must also watch out for a kind of double dissatisfaction where there is not only a service failure but the attempt at a service recovery is also perceived as a failure And it isn t just the dissatisfied customer Research indicates that one dissatisfied customer will tell as many as 10 people of their negative experience and that can result in the loss of potential customers On the other hand successful responses service recovery can have a positive impact on word of mouth According to Christine Ennew and Klaus Schoefer the potential benefits of effective service recovery include improvements in cumulative satisfaction increased loyalty repurchase and positive word of mouth The question is To what extent

    Original URL path: http://blog.westaf.org/2015/11/keep-your-customers-happy-and-when-you.html (2016-05-01)
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  • Barry's Blog: December - The Lost Month
    unbelievable These people need to stay home more Oh and the Christmas budget you swore to adhere to You exceeded that two weeks ago There is no choice at work you ve just got to cut back to those things that absolutely positively have to get done no excuses You wonder if that is even possible You suspect correctly that it s not The last few days before Christmas yield no breaks Still a last minute gift or two to buy perhaps and even if that s done you got to wrap them and distribute them and OMG did you get that Silent Santa gift for your work colleague yet You rush out at lunchtime Half your meals are at events the other half are eaten standing up or at your desk You re eating too much you know drinking a bit more often too what exactly is in egg nog anyway and you are dog tired Boy the holidays are a lot of work By now if you are seriously considering that you can still finish the workload you are faking it In the back of your head you are rationalizing that a lot of stuff can wait until next week or maybe next year That damn report Maybe a Christmas eve all nighter And then there is the day itself Family friends and too much of everything Hopefully the day goes by without incident though there is no guarantee of that Somebody may get on somebody s nerves Remember no discussing politics or anything controversial You hope you can keep quiet You promise you ll try Once it s over you can begin to recover Resolve to do better in the coming week But New Year s is on a Friday and thus New Year s eve is on Thursday and so your head won t be much into work from Wednesday on With Monday a kind of December Christmas season hangover day that leaves you with Tuesday to actually get anything done Oh dear So much to do in one day Your mind wanders If everybody would just leave you alone for the whole day you know you could actually get a lot done on Tuesday but there is little chance they will leave you alone It s December you are in open season play Your time is simply not your own Deal with it Monday January 4th With December gone life can return to normal and you can again take some control of your life That comforting feeling is only interrupted by the realization of how much work you have on your plate Aaarrggg We will all resolve to get healthy and to get organized in 2016 A small percentage of us have any chance of staying that course Our intentions are good anyway It is after all now an eleven month year December is just a holiday But despite the stress and the pitfalls of an unforgiving December despite too much work much of which doesn t get done the holidays still bring to most of us some joy and magic of a season where people are kind and humanity s better impulses are on display We celebrate moments of joy and find comfort anew in the smiles of people s good will And for those lucky enough to share these holidays with kids the magic is apparent and it becomes obvious why we can cope with the bad stuff The hope and innocence of children is why we are able to steel ourselves against the cruelty and insanity of a world that sometimes seems hopeless The holidays and December may be a whirlwind but there is much joy to embrace No we don t get all the work done but it s ok it will still be there when we return It always is Of course for those out there who are the ultra managers who are organized and on top of it all this Christmas season is likely a piece of cake and enjoyable on every level To all of you I can only say Go Away No matter what or how you celebrate at this time of year I wish you all the happiest of holidays And so as to lighten your December burden and get you in the holiday mood and spirit I have taken the liberty of updating some Christmas Carols to more meaningfully relate to our nonprofit arts lives Sing along with me The 12 Days of Christmas On the first day of Christmas my great staff gave to me a Patron in a pear tree On the second day of Christmas my great staff gave to me 2 arts presenters And a Patron in a pear tree On the twelfth day of Christmas my great staff gave to me 12 teaching artists 11 arts advocates 10 funders funding 9 data researchers 8 arts administrators 7 bloggers blogging 6 service providers 5 Golden Donors 4 board chairs 3 development directors 2 arts presenters And a Patron in a pear tree Joy to the World Joy to the world the researchers have come Let the arts receive their king Let every E D prepare them room And funders everywhere sing And funders everywhere sing And funders and funders everywhere sing Data rules the world with numbers supreme And makes the stories real In strategies and plans and all of our dreams Repeat the complex schemes Repeat the complex schemes Repeat repeat the complex schemes Jingle Bells Cold calling on the phone oh please do let me say We do important work So please send a check our way Our artists must be fed Our accounts are in the red Oh what fun it is to ride in this same old tired sled Jingle bells Jingle Bells Jingle all the way Oh what fun it is I m sure to fund raise every day Jingle bells Jingle Bells Jingle all the way Oh what fun it is I m sure to

    Original URL path: http://blog.westaf.org/2015/11/december-lost-month.html (2016-05-01)
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  • Barry's Blog: How Do We Break Into the Tweens and Teens Busy Schedule So We Have a Future?
    a day so if the tweens and teens are in front of a screen for 9 of those hours and in school for say 6 of those hours and sleep for seven of those hours and they need at least that much sleep and eat exercise maybe or whatever else for the remaining two hours then IF we want to get to them and we can t get to all of them in the schools and not likely in their sleep then we have to figure out how to get onto those screens they are in front of every day television you tube instagram video games vine movies social networks etc etc etc because there is no other choice So how do we do that How do we get more television shows they relate to that feature the arts in a positive way like Glee or So You Think You Can Dance How do we embed the arts in video games How do we make a percentage of the you tube videos they watch center on the arts How do we embed the arts more on Instagram And on Vine And on social networks How do we allow the average tween teen to personalize the celebratization of the arts so that we can compete with a Kardashian and Transformer world How do we make involvement in the arts a form of a new selfie that transcends the shallowness of the simplicity of the current form of a selfie one with a bigger payoff on Facebook Instagram or Pinterest How do we present the arts so they capture both the novelty and then the utilitarianism of AirBnb Uber or other innovative changes in the way people move but scale it for a tween teen cohort How do we begin to ask questions that directly relate to the changes in growing up and that will have arts as part of real answers And if we can do that how do we include the thread that the arts are fun cool valuable and warrant the tween teens interest time loyalty and involvement and make sure the kids get that the arts are for them Whew I don t know either But we have got to get more on the edge We can t be so complacent in relying on the past approaches to reaching out Consider this If you often take Lyft cars you might just end up in your next one alongside Justin Bieber The pop star is releasing his new album Purpose in a rather novel way Shirking the traditional release strategy Bieber is literally taking to the streets with a promotion facilitated by the SF ride share app Between November 12 19 Lyft users who select the Bieber Mode function within the app and take a ride for 5 will be rewarded with a download code and a 5 credit for their next ride Now Justin Bieber has like 25 million twitter followers is the king of You Tube and

    Original URL path: http://blog.westaf.org/2015/11/how-do-we-break-into-tweens-and-teens.html (2016-05-01)
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  • Barry's Blog: Unreality in Our Goals and Objectives
    our continued attempts to do whatever we might to facilitate that reality that s arguably unrealistic There simply isn t the political will to allocate that kind of funding Highly unlikely it will happen no matter what we can put together including winning federal support private support and districts willing to do almost anything to find the money Clearly we don t abandon the goal of a meaningful arts education for every student K 12 We don t give up But are the relentless plans put forth to achieve the ultimate goal doing us any good Should we continue to press for that ideal as our strategy Or should we revamp our objectives to be more aligned with a step by step approach Which approach will work the best long term What are the factors to consider when trying to make a judgment Does a radical change in tactics directly address the unreality on the ground and by so doing make the goal more realistic or possibly so The Arts Education Partnership recently released a 2020 Action Agenda for Advancing the Arts in Education an excellent setting forth of what we want The goal of universal arts education by 2020 is ambitious The question is Is it realistic The priorities set forth in the paper and the things that must be done to realize the goals of the priorities are clear and concise What is missing is exactly how we get those things that are necessary to do done Now at this point I want to state categorically that I have the highest respect and admiration for the AEP people and for all those working so hard so tirelessly so selflessly in the arts education field to try to move us towards out goal In no way do I wish to diminish their work or their contributions let alone their commitment and dedication This isn t meant to criticize or disparage their current plan but rather to raise the issue of the wisdom of a tactic that frames our approach in such a way that flies in the face of reality I am merely using their plan to illustrate a larger point The AEP blueprint is flawed flawed in the sense that it is unrealistic and that it fails to even offer a roadmap as to how we might achieve the steps that it correctly lists as things we need to do to move towards universal arts education in the schools And even if it had laid out a step by step process to move forward there is the question of how realistic that would be And to do it all in five years by 2020 when we have been struggling for five decades and have lost as much ground as we have gained five decades and the result has been two or more generations who have gotten zero arts education in school Now a report that suggests we do it all in five years Really To be fair this

    Original URL path: http://blog.westaf.org/2015/11/unreality-in-our-goals-and-objectives.html (2016-05-01)
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  • Barry's Blog: Post GIA Conference Thoughts
    don t expect it will soon change Before there can be any wholesale change in that allocation system we would have to change the culture of the Boards that run these organizations and which have sworn allegiance to the way its always been as the admission ticket to a Board seat Funding the haves that have always been haves is not in itself totally wrong as these are valuable assets to any community and they need every funding dollar they can get But on an equity basis it s largely indefensible I just don t think the change many call for is coming soon And frankly token efforts will not do us much good at all 4 There are a number of areas where the news is nothing but positive and where great strides are being made with results that promise to be of enormous benefit to us all including in the arts and aging healing field in the research arena in the policy area in placemaking particularly as the same relates to working with cities governments and business and finally though in pockets more all the time in arts education Too often people only have complaints against funders I would like to thank them I admire their tenacity their positive attitudes and their creativity And now that I have thanked them I would like to encourage them to push the envelope more to have a sense of urgency about changing the dynamic and move us quicker in the area of equity It s frustrating not to move quicker where the need is great There is so much that might get done if society had the right priorities and we had the necessary tools and resources But things are getting a little bit better all the time Have a great week Don t Quit Barry Posted by Barry at 9 28 PM No comments Post a Comment Newer Post Older Post Home Subscribe to Post Comments Atom Creative Vitality Suite Defined by the 59 SOC codes used in CVSuite Subscribe via email Enter your email address Delivered by FeedBurner Subscribe via Reader Subscribe in a reader Barry s Blog is a service of the Western States Arts Federation WESTAF The opinions expressed here do not necessarily reflect the views of WESTAF Followers Buy Barry s Book HARDBALL LOBBYING FOR NONPROFITS Barry learned political advocacy the hard way convincing the California legislature to multiply many fold its investment in arts funding In his new book Barry extracts the lessons of his long experience into a readable and impassioned tutorial that has broad application throughout the nonprofit sector John Kriedler former President Community Initiative Fund This is a powerful provocative and daring look at the ups and downs of fighting for beliefs The book straightforwardly mixes together simple clear definitions strong opinions new ideas and in your face strategies all designed to help the good guys win Robert L Lynch President CEO Americans for the Arts Hardball Lobbying is an essential tool

    Original URL path: http://blog.westaf.org/2015/10/post-gia-conference-thoughts.html (2016-05-01)
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  • Barry's Blog: GIA CONFERENCE - DAY 2
    Shake up the organization chart with an integration of digital competency positions including training Put audiences first and be prepared for constant change This is of course a big complex area where many arts leaders feel lost and or incompetent and there are numerous obstacles to embracing full digital knowledge But as the generational shifts become more urgent so too is the necessity of overcoming reticence and fears to understand the basics of IT and appreciate the rapidity of change as a constant I think the message is to be bold and take risks in digital technology as it relates to our publics and to do that you have to at least have a working knowledge of the possibilities It is incumbent on us all to seek out that training and knowledge understanding There are resources out there The day ended with a visit to the newly opened BROAD Museum which is housed in a stunning new building situated across from LA s iconic Disney Hall and the modern museum MOCA along the Grand Avenue corridor which must rival or exceed any cultural district in the country The BROAD collection is eclectic and varied and the experience is a joy I loved it There are the expected name collections the Warhols Jasper Johns Ellsworth Kelleys Ruschas Lichtensteins Koons and Basquiets and more and while not always the premier pieces in each collection all are extraordinary And there are many more less known including media installations that are provocative and stunning As a lay person I was thrilled Have a good day Don t Quit Barry Posted by Barry at 6 01 PM No comments Post a Comment Newer Post Older Post Home Subscribe to Post Comments Atom Creative Vitality Suite Defined by the 59 SOC codes used in CVSuite Subscribe via email Enter your email address Delivered by FeedBurner Subscribe via Reader Subscribe in a reader Barry s Blog is a service of the Western States Arts Federation WESTAF The opinions expressed here do not necessarily reflect the views of WESTAF Followers Buy Barry s Book HARDBALL LOBBYING FOR NONPROFITS Barry learned political advocacy the hard way convincing the California legislature to multiply many fold its investment in arts funding In his new book Barry extracts the lessons of his long experience into a readable and impassioned tutorial that has broad application throughout the nonprofit sector John Kriedler former President Community Initiative Fund This is a powerful provocative and daring look at the ups and downs of fighting for beliefs The book straightforwardly mixes together simple clear definitions strong opinions new ideas and in your face strategies all designed to help the good guys win Robert L Lynch President CEO Americans for the Arts Hardball Lobbying is an essential tool for every nonprofit leader who wants to see systems change and public dollars flow to the causes they care about Tim Wolfred Psy D Director of Leadership Services CompassPoint For those who want to begin a nonprofit I can think

    Original URL path: http://blog.westaf.org/2015/10/gia-conference-day-2.html (2016-05-01)
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  • Barry's Blog: GIA CONFERENCE - DAY 1
    Los Angeles based arts organizations Alas this project pointed up that even in this area of capitalization there are so many variables and likely unanticipated complications that can undermine the effort that it impossible to consider each individual situation as anything other that completely unique and a standalone situation Lessons learned included An 18 month timeline is too short A three year timeline is suggested as it takes longer to cultivate existing or new donors who would give to a reserve fund and to build the culture of capitalization and fundraising within the organization There needs to be a consistency of leadership participation by the grantee and the Board president should be involved from the outset Consider the challenges of whole organizational change and be prepared for different outcomes across the spectrum Assure understanding of all roles and responsibilities of the various participating resources and consultants for the benefit of the cohort and the building cash reserves team When I asked about the reality that some arts organization s situations might suggest that scarce resources ought to be deployed where they might have a chance of succeeding there was the suggestion that the value to a community might trump that consideration In subsequent conversations with other attendees there seems an equally vocal group that rejects the idea that we can save everyone or that with finite resources it is smart to try I think the answer lies somewhere in the middle we need to both consider all kinds of criteria in determining where to invest scarce resources while at the same time accept the realities that things can and do go wrong and that we cannot always control when that happens nor fix it after the fact Every decision funders make results in a choice to invest here instead of investing somewhere else That reality will not change The challenges of trying to promote adequate capitalization for arts organizations is daunting and mired with the fact that each organizational situational circumstances are unique and that each organization s level of financial sophistication varies widely IV The day s last session for me was entitled People of Color and Arts Giving a 360 Degree View While people of color maintain a deep interest in the arts lead active cultural lives and want to participate particularly in art making and art learning there is evidence that they don t yet give in support of arts organizations nearly to the level of their White counterparts 39 of California s population is Latino a but they account for only 6 of arts giving The why is varied They do give philanthropically but to other areas such as churches There are fewer high income members in the cohort The culture of giving to nonprofits is still developing They have other investment priorities The question is how can arts funders promote the message that the arts strengthen communities of color and the answer to that questions will be tempered by 1 a likely long generational timeline

    Original URL path: http://blog.westaf.org/2015/10/gia-conference-day-1.html (2016-05-01)
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  • Barry's Blog: Grantmakers in the Arts Annual Conference Opening
    and the ecosystem as a whole is currently a daunting challenge and we simply do not yet have the wherewithal to make it right again So what do funders do Where ought their priorities lie There is no one simple answer to that question There are all different kinds of funders in our field with a full range of priorities and constraints and different circumstances Yet year by year funders are agreeing on some points and some approaches I think that is encouraging For example for a long time arts funders focused on projects but did not include nor factor in the overhead costs of those projects Now increasingly funders have embraced the notion that unrestricted operating costs are not only a valid funding approach but that the strategy ought to be the defacto norm Some may argue that it took too long to get to that realization and that may well be true but we re essentially there now 2 Equity Racism The second big issue is equity in funding and resource allocation in the face of demographic shifts and growth in the arts field including communities of color and the legacy of funding large or larger white Euro Centric cultural organizations arguably now at the expense of all the rest of the arts community Racism or more specifically the specter of structural racism and bias in favor of those that have for so long gotten the lion s share of the pie and not prejudice per se is the challenge While there has been a measurable increase in programs trying to at least begin to address the disparity and inequality of funding and resource allocation studies continue to confirm that the most money goes to the same small slice of established organizations that it has gone to for a long time This is not an easy issue to deal with and a lot of funders are struggling to protect and sustain what has been of value and to simultaneously nurture and support that which has value but has for far too long been neglected and gotten the short end of the stick Funders are trying all kinds of approaches and it s too early yet to pass judgment on what might work and what won t But time is part of the problem for delay in equity is denial of equity and the field must make some giant leaps to address the inequity issue That extra billion dollars might have made this issue at least party academic It will be interesting to me to try to get a handle on where the funding people s thinking is at this juncture on the financial picture and the equity equation Most of the other issues we face are arguably offshoots of these two elephants in the room Every funder has different priorities and ranks differently the challenges out there There are geographic territories where the equity issue isn t as front burner as it is elsewhere there are communities where

    Original URL path: http://blog.westaf.org/2015/10/grantmakers-in-arts-annual-conference.html (2016-05-01)
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