Following the 1/19/22 policy meeting, the following updates have been made to SOPs:
Item 1: Player Preference on Generated Bookings (Rep vs Hierarchy)
Description:
If a sales rep generates a gig but is technically “out-ranked” in the hierarchy system, can the sales rep put themselves on the gig anyway? Or does the hierarchy outweigh the generated event? Who gets first right of refusal (assuming the client hasn’t dictated a preference)?
Previous Policy:
Current policy is unclear as these two designations (generated vs hierarchy) never really conflicted. This is no longer true, so an update/clarification is needed.
NEW POLICY MOVING FORWARD (Documented in S-40)
If a lead is generated, per the definition of S-119, the rep is able to book themself on the event over another player, regardless of hierarchy, provided this doesn’t conflict with the client’s player preferences. The rep should list themselves in PIP as lower case, showing that they can be removed from the event if the rep is required on a different event (ex. If a client selects said rep as part of a GBOF package). This doesn’t apply to inbound leads though, and the rep should be booking via the hierarchy unless the client opts for a package that allows them to select their player.
Item 2: Booking 3rd party performers as F&F vs booking them as independent companies
Description:
As we continue to grow, we take greater risks with diluting the brand. When we’re overbooked, we can put to random people on a gig and call it F&F (probably an easier sell because we’re leveraging the name), or we can tell the client these two people are with a different company, we’ll handle the details still but they technically aren’t getting an F&F show.
Previous Policy:
Current policy is unclear. We do this with Jon Li (he books as Rockitman), but it hasn’t really been standardized, especially in our newest regions.
NEW POLICY MOVING FORWARD (Documented in S-128)
All F&F gigs must have at least one player that the REDs trust to lead an F&F event per our brand standards. Depending on the type of event, whether or not a player is qualified to uphold the brand is up to the discretion of the RED.
If two players are booked as F&F but neither is qualified, it is the responsibility of the RED to train at least one of the players using the bootcamp/training module already designed for this purpose.
If two players are booked as F&F but neither is qualified and neither is willing to attend the training, the gig should be booked with F&F acting as agent to an external dueling pianos company. F&F will still manage the payments and planning details, but the execution will be under the brand of the players, not F&F. The players will take more ownership of the result if they know it’s their name, and provided that F&F sales follow up is good after the event, we should be able to maintain these client relationships.
If a player change is needed, it is not acceptable to switch out a qualified player with non qualified players, unless training is scheduled and agreed to by the players. Otherwise, the player switch is not to be approved.
Following gigs performed by recently-qualified players, REDs are to review the client feedback and lead a phone call with the player(s) to assess the players’ commitment to the brand standard. If there is a clear misalignment of DoS and expectations, or the player(s) seems difficult to work with and resistant to our brand, this is to be documented in PIP for future bookings and the player is no longer approved to represent F&F (unless performing with a qualified F&F member).
Item 3: Covid Cancellations (Client Facing)
Description:
With a new round of cancellations, how do we want to handle refunds/reschedules? Is our last published policy still good? Previous Policy
Previous Policy:
This is client-facing only, not player-facing. Player-facing options can be discussed at a later time after we decide the client policy.
NEW POLICY MOVING FORWARD (Documented in S-25C)
Covid Cancellations are to be treated like any other cancellation. Covid 19, in and of itself, does not constitute an “act of God” unless the government has prohibited the execution of the event. If there is an outbreak and a client decides to reschedule/cancel, provided this was not required by the government, this change is to be considered voluntary and subject to the terms of the F&F contract. Reschedules are to be treated the same way as a cancellation, F&F does not allow for free rescheduling of an event date. Exceptions may be granted for special circumstances or relationships.