Lots of talk recently in my neck of hte woods about the Amnesia Rock Festival. It happened June 14-15, with 90 acts from Anthrax to Alice Cooper to Fucked Up to the Dropkick Murphys filling a field in the small West Quebec town of Montebello.
By all accounts, the music was great. But some are calling the festival an “organizational shitshow“, some bands weren’t happy that they had to pay to play, and a village councillor and others are pointing at an “ocean of pee”, giant unwieldy lineups to get in and out, shuttle buses that stopped running with thousands of people waiting to get back to campsites… And a few days afterward, the site is still quite a mess.
Organizer Alex Martel spent several days incognito, then began to speak with reporters yesterday, explaining that people were congratulating him onsite on pulling the festival off.
I know the territory that Martel is on a little bit. Music festivals are giant endeavors. There’s the money side — you contract to spend money that you hop you’ll earn back; there’s the logistics side — thousands of people showing up at an outdoor site expecting to be fed, watered, and go to the bathroom in relative comfort while the sound and lights are tip-top. In this case, there’s the complication of remote campign sites and shuttle buses. So much can go wrong, so quickly.
Since I wasn’t at the festival, I can’t say with any certainty just how gigantic a failure or success it was. But it’s a great demonstration of the difficulties all businesses can experience in scaling up.
When you start a project, it can be easy — you do EVERYTHING, and everything comes back to you. When it grows, you have to start growing with it. Maybe that means staff, or volunteers, or renting an office, or hiring subcontractors… and it gets complex. Sometimes you discover that you’ve gone from someone doing what you’re best at and passionate about to someone doing things that you really don’t enjoy.
There was a time when I was doing media relations, and then I became a manager of media relations. It was only after I left the job that I realized just how little I had enjoyed managing people who reported to me.
I’ve seen lots of friends join startup companies that are hiring like crazy, growing like mad. And many times, those companies have crashed and burned. If you’re on the upswing as an organization, hooray! But don’t get so enthralled with the venture-capital money, the kudos, the excitement that you forget that you’re always just a few missteps away from total calamity.
And when you are blowing up the world with your products or services, remember that you’re most vulnerable to customer service prolems, communication breakdowns, and the things that can start out small but end up as fully-fledged crises. The solution?
Stay open. Use all the communication channels you’ve established. Meet your audiences where they are — at the checkout, on Twitter, Facebook or whatever other social media tools they use. Acknowledge problems, work to solve them, explain why they’re happening, and try not to make the same mistakes twice. Shutting down the lines of communication, hiding away, and moaning that people “just don’t understand how hard it is.”
If you talk to them about what you’re doing, they WILL understand. If you get defensive, they’ll stop caring and stop listening.