Hello,
During this slower time, our ticket center reps are working on some data clean up projects. I am trying to create some training documentation for them and have come across a couple of issues. I thought I would reach out to the Tessitura world for help.
1) I have a household record that also includes an individual account for both the husband and wife. The wife recently passed away and we have inactivated her account. Do we keep the household and just change the salutation to only Mr's name or do we remove the household and merge Mrs into Mr's individual record?
2) I have a few patrons who have a specific salutation they prefer, which is not consistent with the standard Mr. and Mrs. John Smith. They prefer Mary and John Smith. Is there any way to "lock" or "freeze" a salutation so it doesn't get changed by a ticket rep trying to standardize it. I have the same issue for a same-gender couple. I have one name in outside salutation 1 and the other is in salutation2.
Any suggestions would be appreciated.
Hi Tina,
1) So in our database when one spouse in a household dies, we inactivate the record of the deceased and adjust the salutations to just the remaining member. I can't imagine a scenario in which we'd want to essentially "delete" the deceased person by merging them with their spouse. We always want to know that person existed as part of the membership, and as part of...I dunno, history I guess. The one complication I can think of is if Mr. decides to remarry or even just wants a different secondary person on his membership, and you need to take that A2 spot for the new person. In that case, we would need to remove the deceased Mrs. from the household (like you would do if a couple divorces), but then still add her as an Affiliate of the household to preserve the history.
2) We are actually going through a call project right now where we are contacting every single active member to confirm their preferred salutations (we have the time while we're closed). We've decided that there is no standard to assume, and are asking people directly what they prefer. I don't know if there's a way to lock or freeze the salutation once updated, but our plan is to add a a note of some kind in Plans that these records are as the customer prefers, and were part of this project. Most of our frontline staff are part of the project, so I don't anticipate them messing around with salutations after going through this, and we'll just have to train future employees not to make assumptions I guess.
I would love to know if someone else knows a way to freeze the salutation!
We use control-grouped salutation types for salutations that are manually entered and not calculated by a formula in TR_SALUTATION_FORMAT- ; these hold values we don't want the system or other users to edit.