Hi
We are in the midst of creating a formal policy to handle the dissolution of households and are wondering how other organizations handle this. Our main questions have to do with the following:
1. How much information do you need before breaking apart a household?
2. Which partner retains the donation and ticket history?
a. A main point of concern for San Francisco Opera is who keeps the subscription seats. Our subscribers can renew into their same seats year after year.
3. How are you interacting with the partner who does not keep the transactional history? As a new patron? As a long-time patron? How do you track this?
Our thought is to give the transactional history to the patron making the request (with the caveat being if they were just recently added to the account, the partner associated with the account for longer would retain the history) and if we don’t have new contact information for the partner being spun off the account marking that account as do not solicit until we get additional contact information. Is anyone doing anything different? I am particularly interested in hearing if any organizations are not giving anyone the history and starting each partner with a new account.
ThanksJess Levy
San Francisco Opera
415-565-3283
Hello,
We are in a consortium at Segerstrom Center and have a firm policy for how to handle deceased and divorced patrons. I've uploaded our documentation to My Account page, which you should be able to access via this link:
http://www.tessituranetwork.com/Community/members/amberalbert9442/files/Tessitura-Version-11-Policy-_2D00_-Deceased-Divorced-Patrons-_2D00_-FINAL.pdf.aspx
If not, just go to my profile page and click on the file titled Tessitura Version 11 Policy - Deceased Divorced Patrons - FINAL.
We also have a hard rule that subscription changes must be provided in writing, and that we will not split a subscription between a divorcing couple: the asset may only go to one patron of the dissolved couple. I know this doesn't work for all organizations, and we do receive complaints from time to time, but we have found it is the best way to protect our organization.
If you have any questions about our policy (how-to and screen shots included in the PDF), please let me know. Also as a side note, the screen shots are of a faux group of patrons that were created specifically for training purposes so we wouldn't have to mask information between the Tessitura users in the consortium. You might notice that the family are close friends with a lady named Mary Poppins. :-)
_______________________________________________________
Amber Newsome
Manager of Special CampaignsSegerstrom Center for the Arts
600 Town Center Drive, Costa Mesa, CA 92626
T (714) 556-2122 x 4259 F (714) 755-2712E ANewsome@SCFTA.org
Thanks so much for sharing this, Amber! I've been working on a similar document and this is fantastic to have.