Springsteening Your Organization (and Your Life)

Professional and Personal Lessons We Can Learn from Bruce Springsteen and the E Street Band

I’ve seen Bruce Springsteen and the E-Street Band quite a few times - more than some folks and less than others - and every time, I come away energized, engaged, optimistic and happy!

His tickets are not cheap. But I have never second-guessed whether the performance was worth the price because the show is always so damn good. Bruce takes care of his own (the audience) and gives them his all…and it shows.

My most recent show made me think how people treat their customers, colleagues and friends – in and out of the business world. The result? Three observations which translate the Springsteen experience into daily life.

 Exceed Expectations

Bruce is drenched with sweat 30 minutes into a show yet performs 3+ hours every night. Many bands “only” play 90 minutes (if that). The 9-piece ESB runs like an expensive Swiss watch in a highly textured yet Zen-like manner. There’s never an opening act and the audience always wants more. That’s exceeding customer expectations.

 Be Flexible and Nimble

One of the band’s trademarks is people bring signs imploring the band to play a favorite song. I’ve seen Bruce pull 6 signs out of the audience and add them into the playlist. They know music top to bottom – theirs’ and others’. We all have to be equally as knowledgeable and fast-on-our-feet to serve our stakeholders.

 It’s All About Your Audience(s)

The band’s DNA is to always provide a great entertainment experience. Their music addresses real issues – things which matter and affect people at a core level – and they pour their hearts into it. The entire band and crew is passionate about their craft and cares about their fans. We can all learn from them by focusing on our business and personal relationships the same way.

I’m now looking at the rest of the tour schedule to determine when I can see them next. Imagine…spending money today and immediately looking to do it again. It’s a connection which results in loyalty, retention, referrals, incremental revenue and customer (personal) satisfaction. We should all be so fortunate to have such a passionate relationship with our customers, colleagues and friends.

Richard Abels          

Abels Communication Company                 April 2016