As Director of Customer Experience at The Cleveland Orchestra, Robert Phillips leads efforts in creating a new vision for the arts and culture customer experience. He previously led similar efforts at Carnegie Hall, Lincoln Center for the Performing Arts, and The 5th Avenue Theatre. Robert has also worked in hospitality consulting for BARE International and FreemanGroup Solutions. In this episode, Robert and Erik discuss what the arts can learn from the hospitality industry and how The Cleveland Orchestra has made customer service part of its organizational culture.  Robert also explains why arts organizations can benefit from focusing less on service recovery, less on "surprise and delight" and more on the everyday interactions with patrons.