Always Under Promise and Over Deliver!
Since this is the weekend, I thought I’d have some fun and share another band story.
So would you like me to tell the story of how Kaju’s Off the Hook was able to go the “extra mile” to make a crazy unique wedding happen?
Okay, I hear you!
I remember it like it happened yesterday. This would be one insane challenge that would either blow up in my face, or turn into one shining and proud moment for me as a band leader.
Off the Hook was never your typical wedding band, from the start we approached every wedding as a live concert performance sans a few toasts in between.
We’d take every client seriously but never ourselves too seriously. These hallmarks and qualities we possess to this day, are ones that always excite our audiences and bring repeat customers back for 2nd and 3rd return engagements.
Affirmative acts more than words have always been most important to me. Always provide every customer with outstanding service beyond all expectations.
Always under promise and over deliver.
Now Onto that Unique Wedding…..
One day I received a call from my wife that her sales vendor, an orthodox Jewish man in his early 50’s, was getting married to a beautiful young Indian woman in her late 20’s. The autumn wedding ceremony and reception would be at Tavern on the Green in New York City and was scheduled in three months.
He’d seen our band perform for the first time two weeks earlier and absolutely loved us! So he told my wife that he wanted to hire our band for his wedding. Although several of his colleagues tried persuading him otherwise suggesting he should hire a more conventional “seasoned” wedding band, he was absolutely convinced that only WE could provide a unique “off the hook” experience for his over 200 guests.
This man placed all his faith in me and my band. Believe me, there was no way I was letting this guy down!
So he and I talked on the phone and I scheduled a date and time to meet the couple in person to give them a free consultation where and I could make recommendations and we could discuss all of their special needs and preferences, i.e., wedding party names, song selection preferences, special ceremonies, when the toasts should occur, etc. This is a first gratis service I ALWAYS provide every potential customer.
As a result we fleshed out all the details for a happy agreement. I prepared our standard wedding contract, which was for the same musical lineup he experienced and loved at the club date, and added a saxophone for the cocktail hour and full reception. Nothing more or nothing less, and certainly nothing unusual.
All of us being very clear and satisfied with the agreement, the orthodox Jewish man signed the contract and booked Off the Hook for their wedding.
Sometimes Life Throws You a Curve Ball
Well, two months three weeks and four days went by, it was 3 days before the big wedding at Tavern on the Green and I was making standard preparations for the wedding with the singers and other musicians in my band. In addition to planning for the big event, this was an ordinary day, nothing unusual. My plate was full handling business for other gigs and private events. I was multi-tasking as usual. Otherwise all was quiet, everything was on schedule and not a word for my Tavern on the Green clients.
That’s when I received another call from the orthodox Jewish groom to be.
He said plans had suddenly changed. Several of his bride-to-be’s family members had decided to fly in from India to attend the wedding. All of her siblings were already married, and all experienced traditional Indian weddings back in the old country where there was always a musical accompaniment during the cocktail hour and reception by a sitar and tabla player.
The family from India insisted they wanted the same for their youngest child. Being the youngest sibling and last to marry, she did not want to disappoint her family.
Yes, plans had suddenly changed indeed. Now the new overall plan was for this happy inter-racial couple to make their grand entrance by riding into a major New York City landmark together on a “white horse” and to dismount this horse under a chuppah (canopy) where they would make their wedding vows followed by the Jewish ceremonial “breaking of the glass” and then ending with traditional Indian sitar and tabla music that Off the Hook would provide?
What??
I told my client we would TRY to do it without making any promises, however I really had no idea this was going to be possible or how I would get this done!
Oh gosh, where on earth was I going to find a competent professional sitar and tabla player this late in the game? These players are so rare! I couldn’t even think of any sitar and tabla players in the city, let alone know competent professional and AVAILABLE ones who could do this gig on short notice.
But I didn’t want to disappoint the client either, this same client who placed so much faith in me, despite having every right and reason to reject their 11th hour request. I had to try to find them!
I could’ve just told the client, “I’M REALLY SORRY, THIS IS JUST TOO SHORT NOTICE, WHAT YOU ARE ASKNG FOR ISN’T IN THE CONTRACT”. That would have been so easy. However, as I said earlier, my mission statement has always been to provide every customer with outstanding service beyond customer expectations. That’s the only way I roll!
There was just no way I could look at myself in the mirror and live with myself if I didn’t at least TRY to accommodate this client’s late special request, even if it wasn’t in our original contract.
My Fight-or Flight Response
So the next day I called every musician contact I knew in town who might know a sitar and table player. No luck. Later that afternoon, I called the 802 local musician union to see if they could find me the same professional players. None available.
Naturally by now I would be lying if I didn’t tell you I was getting a bit stressed out. Time was ticking away. How could I not, I had to deliver and failure wasn’t an option.
I told myself, “Kaju, take a deep, take deep breath. Relax and try to calm down. Brainstorm, brainstorm!!”
Just when I thought I had no choice but to give up the hunt and tell the client I’d done everything but could not deliver the goods, I remember a friend telling me awhile back there were some great Indian restaurants on one street in Lower Manhattan, It was a gamble but where there’s good local ethnic food there is music.
That night I paid a visit to that one street on the lower East side of Manhattan, and walked into EVERY restaurant. My search seemed futile, there was nothing. I was losing hope. However, I did not give up.
By the time I reached the 5th Indian restaurant, I could not believe my eyes – hoilla!
There they were right in front of my eyes - MY sitar and tabla playing in the street window! And not only were they players I needed, they were really, really GOOD players!
When they finished their set, I walked up and introduced myself to these total strangers and cut to the chase, telling them I was the band leader of Off the Hook and needed them BOTH for a special wedding at Tavern on the Green over the weekend – and I was willing to pay them very well for their services.
Through my good fortune - and perhaps divine intervention - both players were not only available over the weekend, but were very friendly and thankful I had offered the work. They both graciously accepted the gig. I got their emails and shortly after sent them all the information. Success!!
Although it was never promised, my client the orthodox Jewish man and his beautiful Indian fiancé had no idea I was so close to NOT delivering their special request. When I broke the news that I succeeded in finding the players we needed, they both were absolutely ecstatic!
An Orthodox Jewish-Indian Wedding!
We played their wedding that Saturday afternoon at Tavern on the Green, as the handsome inter-racial couple rode their white horse into the ceremony (and later into the sunset) to the joy of the huge gathering.
To my delight and relief, not only did my new friends the reliable sitar and tabla players do a GREAT job, for the entire wedding the band’s exciting and energetic performance was a tremendous success.
To this day I receive a Christmas card every year from that beautiful happy couple telling me they will never forget how Kaju’s Off the Hook saved their special day – and how all of their guests still rave of how incredible the band was and how unforgettable the total experience was at their very special wedding that Fall evening.
The moral of the story: Never give up, and never take “No” for an answer.
And if you want to stand out from the competition -
Always Under promise and Over deliver!
Cheers,
Kaju
Recent Comments
84
LLoveyourwell presented article Kaju. If you don't know the answer promise anyway, allow enough time and research like crazy to overdeliver!
Lol Mike! I am most guilty of challenging myself by saying "Yes" even though inside I may be saying "No".
But then I do everything to turn the No to a "Yes". And when that happens, it is extremely gratifying!
Thank You for so enjoying this true story Janielle, it's something I wanted to share. Greatly appreciate it.
Have a Great Day!
Kaju
Good afternoon Kaju,
I really enjoyed this story with such a happy end. Well done for not giving up!
Greetings from the south of Spain, Taetske
Thank You Taetske, these happy endings are beautiful when they come. Happy you enjoyed my story.
Kaju
Dearest Kaju
Oh my goodness, you had me on the tip of my seat! What a valuable lesson - to go look for them at the restaurant! It is so easy to miss the most obvious solutions in life, isn't it? I will remember this lesson - thank you!
Is that a Fender guitar in the photo? My Dad had a similar one - oh the memories! ;-)
Thanks for sharing this lovely story and its various lessons, Kaju! You are a huge inspiration and an excellent writer too!
Sharlee (Chocolate IceCream)
Yes indeed, that is a Fender Stratocaster in the photo, my Dearest Sharlee. There is another interesting story behind that one!
In college many years ago, I had a very generous friend from New Zealand who would give me that '89 Strat on loan - the only thing is he never wanted it back! I've owned that Strat ever since, and it has been through 1500+ shows!
Thanks for enjoying my story, and experiencing a "slice" of what it is to be me!
Kaju
Dearest Kaju
WOW - how lovely! I always say that we take a little bit of each other everywhere with us - and you are literally taking a little bit of your generous friend with you on every gig! How precious!
Thanks for sharing Kaju! I enjoyed your post very much! Reading how you went out of your way, was truly inspiring.
We have adopted the words of a very special friend of ours (many years older than Hubby and I) who always said that if he hadn't gone out of his way to help somebody else, what has he really done? Therefore your lovely story pulled one of my heart strings, Kaju. You are special!
Sharlee (Chocolate IceCream)
Awwwww Sharlee!!! You are now "melting me with your words" like Delicious Chocolate Ice Cream cone on a 100 degree Day!! Thanks so very much my friend!! :):)
LOL! Yip, same thing, just different terminology, depending in which corner of paradise you live! ;-) LOL!
There we go with "corner of paradise" again!! Is the stretch limo coming to pick you up soon again Sharlee?? I am SO jealous!!
[big grin + naughty twinkle in eyes] Of course Kajo!
But being special as you are, I thought the stretch limo picks you up every night as well? Not? [wink] Will have to share the "secret" on that one then! ;-) LOL!
[naughty grin again] But first I'll have to beg you to play something for me on that lovely Stratocaster first! ;-) LOL!
Awwww, My Dearest Sharlee!! You know I am absolutely a sucker for dear friends who VERY generously share their Delicious Ice Cream Treats!! :):):)
Here let me serenade you my Dear, with my beautiful Stratocaster and lovely Hawaiian ukelele !!
https://bit.ly/2jHynvT
Awwww, Kaju! Wow, Bora Bora is indeed another beautiful corner of paradise! Thank you for this beautiful gift! Where was your Stratocaster though? I only saw your ukelele! ;-)
Over the Rainbow... Thank you so much Kaju, that was really lovely! You are very talented indeed! ;-)
I think I hear that stretch limo arriving... ;-)
I thought for a minute this was a different story lol. Love the wee horse and cart, did you spend all night making that out of lego? I bet you were in your element lol.
That's the first time I have seen you mention your wife, I did wonder if you were married or not. Well done you and I can imagine you stressing and fretting that you were not going to be able to provide what they requested. A lot of people would have just turned round and said it was too late, but you went the extra mile Kaju and did not disappoint so very very well done.
I am coming to NY to see you and this band in action one of these days.
Now I am away to blow my trumpet for my blog today as it is my Anniversary today. Watch this space lol. xxx
Oh, Happy Anniversary C!! Blow that trumpet hard, if you come to NY we hit Happy Hour First!
Thank you and I most certainly will do. Not if I come to NY, when I come to NY we most certainly will hit Happy Hour first. xxx
I adorn MANY images C, some with Magic, some with long pointed noses, and others in red and white regalia!!
Don’t you mean red and yellow lol. Good picture by the way. Where were you in the image? Xx
A t the Prudential Center in Newark, NJ getting ready to play in front of 20,000 people for GospelFest. No, really, this is a true story.
I played guitar in front of 20,000 people.
I thought it looked like a stadium of some sort. Wow, that is a lot of people and well done you. Were you on your own playing or with the band? Xxx
I played guitar and sang for a 50 piece All Japanese Choir, the "Don't Give Up Gospel" Choir. Amazing experience!
Awesome Kaju, you certainly delivered, never gave up and didn't take no for an answer.A good lesson for all. Thanks for sharing.
Jenny
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Great story Kaju. Well written too.
Tried and True
Elaine
Thanks Elaine. A totally tried and true one.
Kaju