Turning unhappy customers into allies

No one likes hearing they’ve done a bad job, but if handled correctly, negative feedback can be used to great advantage.
one female and one male person sitting together in an otherwise empty theatre looking at bad customer reviews on their phones.

Unhappy customers can be a cause of genuine grief for individual practitioners and companies in the arts industry.

For as long as Perth arts devotees can remember, PICA (Perth Institute of Contemporary Arts) ­has had the most uncomfortable theatre seats west-side of Sydney.

‘Our performance space seats outlived their welcome a long time ago!’ PICA’s General Manager Georgia Malone tells ArtsHub.

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ArtsHub's Arts Feature Writer Jo Pickup is based in Perth. An arts writer and manager, she has worked as a journalist and broadcaster for media such as the ABC, RTRFM and The West Australian newspaper, contributing media content and commentary on art, culture and design. She has also worked for arts organisations such as Fremantle Arts Centre, STRUT dance, and the Aboriginal Arts Centre Hub of WA, as well as being a sessional arts lecturer at The Western Australian Academy of Performing Arts (WAAPA).