Hello!
How do you manage access to ticketing with your Development departments?
We just implemented Development. In our organization, it's a small three person team. They do not sell tickets to donors. We do not have a Major Gifts Officer or VIP Services managing donor purchases.
When a donor feels they're not getting what they want or have been "mistreated" by the box office, they call development.
I want our donors to be VERY happy, but also need to mitigate the issues that occur with too many hands in the ticket jar.
Would love to "hear" how other organizations manage.
Many, many thanks!
We have two positions called "Donor Associates". They report to both a Development Supervisor as well as a Ticket Sales Supervisor. They are trained heavily in customer service, how to deal with difficult patrons, and have access to donor and VIP seating within Tessitura.
They are stationed in our phone room with the rest of our phone room ticket selling team, but have a direct line that the donor and board members can call into to get "white glove" treatment. If for whatever reason our Donor Associates cannot pick up the phone, then the patron goes to voice mail.Donor Associates have regular office hours. There are two of them so that at least one of them would work on weekends to have a full 7 day coverage for our donors and board members.
Hi Skypp:
This is the direction I would love for us to move into. Outside of your "Donor Associates" does the development department have full view rights of all ticketing information?
Thank you!
Michelle