What is an "Unresolved Query"?
An "Unresolved Query" is a record on our system whose status has been marked as "Pending". A "Query" is a written question or request that solicits an answer or action, a "call to action" (most of the time, simply a positive or a negative affirmation, i.e., a "yes" or a "no").
Our number one value is communication.
Queries come in a variety of types, and we categorise/code these according to the type of query. The 2 most common query types are "1121s" (client enquiries) and "1161s" (client reviews). These different query types all feed into a central query table that resides at the heart of our system, which allows us to track and monitor which queries have/haven't been responded to, thus allowing us to resolve queries more efficiently.
For example, many client enquiries simply go dead and you never hear back, as Nina rightly observes:
We analysed the data of enquiries from Warble Entertainment in terms of the proportion of enquiries that go dead, and this came to a ratio of 3:1. The reality is that many inconclusive enquiries we won’t hear anything about and this is why we place a reservation period on all of our enquiries.
If it's a direct booking, we'd pursue all clients for feedback regardless of whether they intend to make a booking or not because communication is one of our primary values, alongside the individual's freedom to ask and answer questions (after all, what's so difficult about providing a 'yey' or 'ney' and giving a reason other than forgetfulness?).
However, some agents have been a bit cagey about us pursuing unresolved queries until they are resolved. We explored this tension/dynamic through 2 enquiries received from a "James" via both Warble Entertainment and Freak Music. We discovered that the agent views this as 'hounding'. But there is nothing wrong or illegal about asking neutrally for a 'yes' or a 'no'; as long as a 'no' hasn't already been specified, and as long as the communication is polite. It's incredible how agitated clients can respond through their own inefficiency of not responding, when their inability to communicate rebounds on them and becomes their problem!
Enquiry #2: Freak Music
Enquiry #1: Warble Entertainment
A client called James Taylor phoned Rory up prior to booking and was dead set about booking. Now, usually, a phone number isn't provided until after the point of contract. However, this client in particular had showed a lot of interest and had specific questions about the lineup/instrumentation and the styles of music prior to booking. On the phone, they were 100% certain that they wanted to book, but a booking never materialised. Because this conversation happened in a verbal format (via phone), we are of course unable to evidence this; another reason why we frown upon phone conversations, because it means we cannot relay these examples quite as easily. Nevertheless, the enquiry stands out as a classic example of a client giving us their verbal word but then not following it through in a written format such as a contract.
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A category naming and shaming unreliable musicians.
A category reporting unscrupulous venues and traders.
A category exploring the issues faced working via agents.