Does Your Email List Come Wth Customer Service?

I was helping one of the bands we represent get out a blast to their email list of 5000. Yes, in Music 2.0 everyone does a litle bit of everything. By mistake, I put my email as the "from" address. To my surprise 30 people hit reply and asked questions.

Previously the "from" address was some mailbox dead zone. Who thought people replied to mass emails?  Any info they needed was already linked to online; or so we assumed.

But these 30 people had questions. "I see you're playing in North Carolina. Why aren't you coming back to my town?"  (The venue closed. Where else can the band play?) "Has the show changed much since the last time I saw it?"  (Yes a lot. Every show is unique.) Where do I buy….?". (Gee, maybe we should make more of that…).

If you want fans to care about you (or the bands you're working for), give them a way in

your emails and on your web site to ask questions. Then take the time to give them real answers. You could have another fan help or try rotating who answers between band members or people in your office.

In a future Dail D.I.Y. we'll talk about taking polls of your fans to learn more and drive traffic. You'll be surprised how much fans have to tell and teach you.

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