Hi there -
When reimagining the patron experience after reopening, did anyone pivot to e-tickets/PAH being your default option? It is the only option we have available on our website and we send member tickets out two weeks before the first performance of each production. Wonder if anyone else has run into any pain points with a similar system and have you discovered solutions? The biggest roadblock we've encountered is members |don't know their dates| - we're in the process of encouraging members to use their account page on the website to view upcoming performances but for some it is a challenge. Looking for suggestion to maybe create a catalog of best practices for this new world.
Rachael
Hi Rachael - we also switched things fully to e-tickets, including subscriptions, so we're very much in the same boat. E-tickets are the only option available for web purchases so physical tickets or holding at will call needs to be specifically requested by contacting us, and we deploy tickets starting 7 days before each performance date (the new e-ticket release date functionality is a lifesaver!). And like you, we try to direct people to their online My Account page as the fastest way to confirm their show dates and make changes.
One extra step we took last year - knowing that a lot of subscribers have relied on receiving their physical bundle of tickets in the mail each year to mark their calendars for the season, we still sent out a physical 'sub guide' mailing that focused more on how to manage their tickets online. We also worked with our printer to put a block of dynamic text in there, and provided them with a list of performance dates printed in ink for those who struggle with their online account. This was a good deal of grunt work involving a data dump from the ticket history table, consolidating rows where people had seats together but sold to different price types, and then a bunch of Excel formatting to organize it all into nice text strings. But it felt worth the effort just to help patrons along with the new status quo of e-tickets being our default. Of course, a printed list of show dates gets out of whack the moment they make their first exchange (which we called out as a warning), so it's far from perfect. I'm not sure if I can attach files to this post, but let me know if you want me to email you a sample copy of the mailing, I'm at evan.cartwright@seattlerep.org.
Following this thread to see what other ideas are out there to work through this giant analog-digital transition!
Hi Evan!
Hope all is well in Seattle, Chicago misses you! I'm glad to know we aren't all along in our boat. Do you plan on continuing this process next season? This is our new normal. We've had a few productions this season which added to the confusion.
We've created an attribute that helps us keep track of those who only want their tickets mailed but we are hoping everyone moves digital with us.
We have done essentially the same exact thing this year. PAH is the default unless specifically requested to Hold at Box Office (still an option on our website). Earlier in the season when we were processing subs, we had an email confirmation (HTML template) with the dates and times. The email confirmation doesn't work well after exchanges have occurred. We also have a "Your Upcoming Performance" page on the website for patrons to see their dates. Depending on what type of e-marketing platform you have (we have P2), you may be able to pull a list of subs with their performances date and send a mass email that way.
Some of our biggest roadblocks. We set e-tickets to be sent 1 week prior to each performance (via e-ticket release date), which means subs will receive separate tickets to each production. You can also send the tickets all at once in one pdf if no e-ticket release date is set, but this may become confusing as any exchanges will be sent separately. One of the most common requests we have from patrons is to re-send the e-tickets. If you 'Request PAH Reprint', any tickets with an e-ticket release date that has passed will send. As far as I am aware, you are not able to re-send tickets to one performance in a sub order (or an order with multiple perfs/productions). In this case, what we do is assist the patron in trying to find their initial PAH ticket (from sender noreply@... with the subject line "Your Studio Theatre Print at Home Ticket") which works at least half the time). If they can't find it, we tell them that we will print it for them at the Box Office when they arrive at the theatre.
Another tip to tell your Box Office staff. If you are using e-ticket release date and also send an acknowledgement/email confirmation from the "Print Ticket" screen, make sure your staff unselects "Print Unprinted" before finishing the order, otherwise the order will be marked as printed (regardless of what delivery method is selected) and the pah will not be sent on the e-ticket release date.
I am hoping the function of resending a PAH for one performance (or one sub line item) might be in the works for a future upgrade. Let me know if you need me to expand or clarify on anything above!