Oct 2017–In this age when we do everything online, including choosing and purchasing event tickets, customers still appreciate some “old fashioned” services.
Services such as “will call.”
Jean Moffett, who has worked as Box Office Manager at Fredericksburg Theater Company (Texas) for more than a decade, kept hearing a request from ticket purchasers.
“People still thought when they bought tickets online, paper tickets would be waiting for them when they showed up at the theater,” she said.
Lobby volunteers were efficient, but sellout crowds are common at this award-winning community theater.
“When you get to the theater and there is a line of people waiting for tickets, it can be difficult to find their one specific ticket,” she explained. “Especially when they show up at 7:29 for a 7:30 show!”
So Jean asked if there were a way to know whether customers had already printed out their own tickets. If they had not, then the theater staff could print them and have them ready for the customer to pick up when they arrived in the lobby.
So we added that feature.*
Now, when someone buys a ticket online, before completing the transaction they indicate whether they will print the ticket at home, or if they plan to pick it up at will call.
“Then it prints out a list,” Jean said. “We just have to pull the list up and print the tickets that we need.”
Since Jean is basically “the staff,” she prepares ahead by printing out all will call tickets daily leading up to a show. That way, when the evening arrives, she will have all the tickets placed in individual ticket envelopes and arranged in an accordion file, ready for pickup.
While the Texas Hill Country has a significant retirement population, over 70% of theater-goers purchase their tickets in advance online. For those who still call or drop by the office to reserve tickets, Jean places them on the will call list.
“It’s just awesome, for several reasons,” Jean said of the new feature. “People who come in the night of the performance are happy the tickets are there like they thought they would be, and people don’t need to stand in line waiting for tickets at the last minute.”
For Jean, this latest upgrade is just part of the responsive, direct customer service she has come to expect from eReserve Ticketing.
“Absolutely,” said Jean, who claims it doesn’t take much to make her happy. “As I’ve said so many times, when I buy anything–whether it’s a product or an appliance–customer services means a lot. I can talk to Ian directly, and he even would come to the theater to help set up. It’s nice to have them around.”
Find out how eReserve Ticketing can make your next event or performance more efficient and enjoyable. Call 830-456-6849 or visit www.adweb-ereserve.com
*The will call feature’s availability is dependent on which merchant account provider you use. Call to discuss.