Recently I went to a modern dance event at a large venue in New York City that had around 3,000 seats. I was lucky I had bought tickets online and didn’t have to print them out — they were right there on my phone. But that wasn’t the case for the line of what looked like hundreds who were forced to stand in the 27-degree cold outside the theatre, queuing for 10 minutes (at least) to pick up their tickets from the box office at 7:45 PM. Here’s a perfect example of how old-world thinking is still applied to today’s reality.
The venue had three will-call windows, only two of which were staffed. Pushing 200 people through a line with two box office staffers, with a serve time of, say, 20 seconds, is going to take a while. And the experience will not be good for anyone — not the patrons, and certainly not the box office staff. And of course, the number-one cause of anxiety for your patrons will be “Will the performance start before I can get through this line?”
So why let this happen? You know this situation will occur — in fact, you have precise information about how many people are going to expect to pick their tickets up. Come up with your “Plan B,” which can include any (and all) of the following: Read the Article