Live music is a relationship-based business. To be successful, you’ve got to create  and maintain good relationships with booking agents, artists and managers, and even fans.

In other words, reputation is everything.

Whether you like it or not, reputation is a fragile currency: Here today, gone tomorrow. It’s crucial to stay one step ahead of all your constituents’ needs. The dream, of course, is to give everyone (choosy fans, mercurial artists, demanding agents and managers, and so on) what they want — without them needing to ask for it.  

But despite your best intentions, have things slipped through the cracks that could sabotage your success? Here are some common problems you might be overlooking.

1. Not acknowledging the significance of handshake requests

There are countless contracts and informal agreements involved in running a music venue, whether with artists, sponsors, or partners.

With artists, for example, you might agree to provide a meal, book hotel rooms, do a certain amount of promotion, or provide whatever particulars are in the artist’s contract rider. If your team isn’t ready with these things when the artist arrives, you can be sure this will get back to the booking agent. The good news? People love to talk about bad experiences, but they’ll talk up good ones, too.

The challenge is that handshake requests — asks you might receive in a last-minute email, text message, or airport pickup with an artist — can sometimes be as crucial (or moreso) as those you’ll find on the contract or rider.

You’ll never be able to accommodate them all, but savvy judgment, quick thinking, and streetwise resourcefulness will keep you in good graces.

Solution: Under-promise and over-deliver. For example, you could promise the band snacks, but also provide a full meal in the green room. By exceeding expectations, fans will be happy, and bands will want to play your venue again. And remember: Sometimes being owed a favor is worth whatever it takes.

2. Not knowing when to give in

The music industry is full of big personalities. But the personalities on your team should never be bigger than those of your performers — or even your fans.

Whether it’s with artists, agents, fans, or staff members, every time you deal with people is a prime opportunity to ruin — or bolster — your reputation. Even if a request or question seems silly, your team should respond with respect. The artist requests no green M&Ms? Pick them out — or say no, but with a smile and a joke.

Be humble, know when (and where) to eat crow, and respect seniority. In the music business, indulging eccentric personalities — and there are many — is almost always worth your while.

Solution: Treat everyone with respect, all the time. Model professionalism in how you talk with fans and hold team members to the age-old mantra: The customer is always right.

3. Letting the chaos of the music business overwhelm you

There are many opportunities for disorganization when you’re putting on shows night after night. There could be a confusing, long line at entry. A bartender could call in sick, leaving you understaffed. You may not have enough security. Everything could run late.

Any one of these challenges can spell out disaster. All of them at once, and you’ll tank your venue’s rep.

So it’s essential that you take pains not to let the inherent chaos of the music business overwhelm you. Remember that you’ll never be able to solve every problem or fulfill every request, no matter how hard you try. Keep a sense of humor, be willing to forgive yourself, and hire for reliability and a “can-do” attitude above all.

Solution: Start by making sure you have the right team, holding them to a high standard, and setting the example from the top. It always helps to use a checklist to make sure nothing slips through the cracks.

4. Not receiving criticism with grace — even if it’s unwarranted

When things don’t go right, nothing makes a situation worse than not owning up to it.

When people point out problems — and with shows every night, they’re bound to come up — consider it an opportunity to make things better.

Sometimes, these problems will be out of your hands entirely — you couldn’t have solved them if you tried. But it’s important to receive feedback (and criticism) with grace, even when you feel it isn’t warranted. It’s vital for artists and fans alike to feel heard — and they’ll reward you with repeat business for doing so.

Solution: Take a breath, apologize, and focus on solutions. This sets an example for your team. And — if the situation is public knowledge — consider responding (tactfully) on social media.

Want to start your rep strong? Check out How to Make Artists Love Your Music Venue: A Free Gig Checklist.