Hello
Random Question time....
Are any of you expecting to change your ticketing departments/ customer service opening times as a response to the changing ways the customers interact with your venues?
In Leeds, we have surveyed the customer base, and coupling that with the experiences of operating a telephone service 100% of the time through COVID, we aren't expecting huge demand for in-person service outside of showtimes.
Are you expecting to change your service times?
Also interested in orgs. operating mismatched telephone and in-person service times and the rationale. I expect to make savings on overtime/casual staffing expenditure because of this.
Thanks
Adam
This is a great question. Following this thread. Adam, would you mind sharing the content of the survey you did with patrons? This is something I am trying to deal with at my org and making a plan has been difficult.
Hi - absolutely.
Just to give you some background. Currently there are around 1250 response. 72% of which are over 50, and 53% over 65.
Also asked about going cashless, which 73% it would cause no concern, 24% don't mind either way, 3% don't agree.
From this data we are proposing that with will provide an in-person box office
12:00 - 18:00 (or un-till 15 minutes after show start) Tuesday to Saturday.
This will help curb expenditure whilst maintaining service across the majority of the time outlined in the survey results. Also give us time for training, admin and other work.
(also just to note customers can select multiple options on the days OR not planning to use...this gives the view that its over 100%!)