Hi all,
I'm looking for some specific information on how you handle waiting lists. Keeping the list is not really the question - I know you can either do the unpaid order route or use an excel spreadsheet - what I'm really looking for is how you go about contacting the patrons. Do you call and leave a message if they don't answer? How long do you hold their place in line before moving on to the next person?
Any guidance would be most appreciated! Thanks.
Lesley Chaney
Saint Louis Symphony Orchestra
Hi Lesley,
We’re pretty tough- if someone doesn’t answer, we move to the next name on the list (this helps us collect mobile/cell phone numbers for eventually doing sms messages). That being said, we don’t remove people off the list if they don’t answer, so if we get more tickets later on, they’ve still got a chance.
Cheers,
Kathleen
Kathleen Smith
Sales Manager
Royal and Derngate
Guildhall Road
Northampton
NN1 1DP
tel: 01604 655708
e: kathleen.smith@royalandderngate.co.uk
Fri 9 November marks the start of Royal & Derngate’s Young America Season. Beyond the Horizon by Eugene O’Neill, arguably the first modern American tragedy, plays until Thu 15 October when it is joined in rep by Spring Storm by Tennessee Williams- a European Premiere and another first for Northampton. To book call the Box Office on 01604 624811 or select your seat online at www.royalandderngate.co.uk
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We’re straight with people- we let them know if we don’t get an answer, we’ll call the next name down, but that we won’t delete them off the list. We’ve had a few instances where we had more seats than people who answered right away, so we then went down the list again.
Hope that helps!
From: Tessitura Ticketing Forum [mailto:forums-ticketing@tessituranetwork.com] On Behalf Of Lesley Chaney Sent: 05 October 2009 18:05 To: Kathleen Smith Subject: RE: [Tessitura Ticketing Forum] Waiting lists
Thanks all.
Kathleen, do you tell people up front that there will be only one attempt to contact them? If you get a no-answer, I'm assuming that you do not leave a message?
I don't expect to get more than 20-ish seats, but I want to be as fair as possible with the process.
Lesley
Patrick SchleyAcademy Services Manager
First Stage 325 West Walnut Street
Milwaukee, WI 53212(414) 267-2970 direct
(414) 267-2976 fax
Website: www.FirstStage.org | Facebook: www.facebook.com/firststage | Twitter: twitter.com/firststageYouTube: www.youtube.com/user/firststage | Blog: firststagechildrenstheater.blogspot.com
Thanks Patrick, thats really helpful
Best wishes
Jean
Hi Daisy,
We use an unseated lineitem, then track it with the Single Sale Order Listing report. It works a treat for us! Feel free to contact me directly (kathleen.smith@namtrust.co.uk) if you’ve got any specific questions.
From: Tessitura Ticketing Forum [mailto:forums-ticketing@tessituranetwork.com] On Behalf Of Donna Marsh Sent: 27 January 2012 14:53 To: Kathleen Smith Subject: [Tessitura Ticketing Forum] Waiting Lists
We try to avoid the waitlist situation but sometimes it's inevitable and we would like to find a way of tracking requests through Tessitura.
If anyone could share their approach that would be really helpful!
Thanks
Daisy
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The Northampton Theatres Trust Ltd. Registered in England and Wales. Company Registration No. 3640915. Registered Office: Royal & Derngate, Guildhall Road, Northampton NN1 1DP
At the Huntington when a performance is sold out we will begin an advanced wait list with the expectation we may eventually go into Standby seating. The patron is sold into the Standby GA performance and charged a "wait list deposit" which is refunded if the patron does not get to see the performance (but not if they don't show up that evening for the wait list). If something opens up prior to the show we will automatically upgrade them into requested seats and charge the card which is on account due to the deposit payment.
2 Hours before, we stop upgrading in advance and handle all inquiries at the box office. If we cannot accomodate people, they are already in the Standby house, so depending on if they are interested in Standby we can either print their ticket for them or return the deposit for them. The deposit and Standby price are the same, so no further payment is needed.
We find this to be very successful, especially as we have an almost constant queue of people that we can sell into a sold out performance as seats become available.
Feel free to e-mail if you have any questions on specifics: dmartin@huntingtontheatre.bu.edu
We create an unseated ticket order to the concert in the customer’s name and add to the order note extra information
eg:
4 any reserve
1 D res only
2 tix together B res
4 not together any res
Etc
That way we can use order search which shows the date of the booking and we can see the notes to for the order to indicate who we should next call and the order is part processed when we talk to the customer
Interested in what others are doing as always open to suggestions for improvement!
Brenda
At the Park Avenue Armory we use CSIs for our waitlists with the category “Ticketing”, Activity Type “Waitlist” and no origin. When we have available tickets that we need to fill, we use Tools/View All Customer Service Issues and search by the performance and sort by the date so that we reach out to people in the order that they contacted us.
We haven’t found it to be too cumbersome, but I like Brenda’s idea of unseated orders! That’s an interesting way to do it.
Best,
Jennie
Jennie Herreid
Ticket Services Manager
Thompson Arts Center at Park Avenue Armory
643 Park Avenue at 67th Street
New York, NY 10065
(212) 933-5827
(212) 933-5812 Box Office
jherreid@armoryonpark.org
www.armoryonpark.org
From: Tessitura Ticketing Forum [mailto:forums-ticketing@tessituranetwork.com] On Behalf Of Brenda FehlbergSent: Sunday, August 28, 2016 9:12 PMTo: Jennie HerreidSubject: RE: [Tessitura Ticketing Forum] Waiting Lists
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We have found creating an interest for a sold out performance the easiest way to track people who want to get into the room. After all of our subscriber exchanges are complete we then start pulling names from the interest list.
Rachael
Hi, Justin,
When using the waitlist MOS, do these unseated performances show up as dollars on your sales reports?