Heading for an SSO concert? Chances are that you would be first greeted by Randy Teo, Customer Experience Manager of the Singapore Symphony Group, at the concert hall’s doors.
Donned in a smart blazer or clad in our organisation's distinguishable red polo tee, Randy is seen at almost every SSO event to facilitate its proceedings, from subscription concerts in the Victoria Concert Hall to outdoor performances at public venues such as the Botanic Gardens.
“It’s knowing that I have helped create memorable experiences for the audience,” Randy said when asked about the most fulfilling part of his role. To put his words into action, Randy sets out to find unique ways to elevate the concertgoing experience. For instance, he arranged food trucks to be stationed at Music in the Meadows at Gardens by the Bay, so that concertgoers can enjoy SSO’s outdoor community performance with a full belly.
A former tubist (in his schooldays) and a cat dad with a flair for word puns, Randy spoke with Bravissimo on the customer-facing nature of his position in the Group.
What drew you to this profession in the arts?
My journey in customer experience began in polytechnic, when I worked part-time at the Esplanade as an usher. Over the years, I have learnt to appreciate the arts through serving like-minded art enthusiasts. The dynamic interactions with these colourful individuals have made my work environment fast-paced and ever-changing – there was never a dull moment! I had similar experiences in other industries, but it was never quite the same as working in the arts sector.
Tell us more about your role.
I lead the Customer Experience team at the SSO Box Office, located in the Victoria Concert Hall. As a team, we manage all ticketing aspects of our programs and try our best to make every concert experience a pleasant and memorable one. I also manage the SSO Friends Season Pass scheme that cultivates our relationships with audience members through exciting opportunities such as meet-the-artist sessions. At most SSO concerts, you can find me either at the merchandise cart or at autograph sessions, where I ensure everything runs smoothly and safely for both artists and concertgoers.
What are your observations of the concert culture during the pandemic?
The pandemic tested the commitment of our regular concertgoers due to the changing restrictions. I remember sitting down with my team to discuss the best ways to make the concertgoing seamless and painless for everyone. When the restrictions eased up and concerts were back to near-normal, the returning audience numbers were very encouraging, and we were very grateful for the support of our concertgoers.
How has the concertgoing behaviour changed since then?
The pandemic has redefined the way people experience concerts. When the SSO rolled out digital concerts, some were sceptical as watching a performance live can be a sacred and personal experience. Today, there are others who prefer watching concerts digitally due to the convenience. Furthermore, the online audience can enjoy close-up shots of musicians and conductors, which you may not be able to see clearly when watching from your seat in the concert hall.
Compared to listening to the radio or watching on streaming platforms, how does experiencing live symphonic performances differ for the little ones?
I would say the main difference is that at SSO concerts designed for children, such as Babies’ Proms, they can see how the various instruments come together to form an orchestra. Some children are visual learners and attending these concerts helps develop them appreciation for orchestral music. To create lasting memories, these concerts sometimes provide the chance for the little concertgoers to meet and interact with conductors and musicians in person! I’m sure this cannot be done just by listening to the radio or watching concerts through streaming platforms.
Behind the success of every SSO concert is a team of art administrators such as Randy. Their good work, on the sidelines, is essential to not only help create memorable musical experiences, but also contribute to the legacy of the orchestra.
