What Department Gets Assigned Community Engagement?

Who Is In Charge of Engagement? Someone comes up to you and says they really enjoyed the program they attended and want to spread the word to their friends and get them involved, to whom do you refer them? Is there someone who will offer to collect the contact info of the person and their friends and perhaps follow up with them later to see if they need more information? In short, who is your community engagement person? If you are at a loss to answer that, it may be because for … Read more

let the hate flow through you

Embracing The Online Anger

My experience in managing social media for an arts organization was overwhelmingly positive. More than 99% of the time, patrons on Twitter had wonderful things to say about the venue, the performances, and the customer care they received. But as anyone who’s managed an organizational account knows, it’s not all sunshine, lollipops and rainbows when something goes wrong. It’s easy to complain on Twitter, and, dare I say it, it’s easy to be downright nasty. So when your online ticketing goes down the morning a big show goes on sale, how do you deal with … Read more

Top 5 Reasons Why ‘The Customer Is Always Right’ Is Wrong

I have always believed in this phrase. This doesn’t mean I don’t strive to deliver the best customer service I can to each and every patron, but sometimes a patron becomes so toxic or argumentative, that breaking up with them is the best thing to do for your organization, and for the employees or volunteers who man the box office. I found this great article on Huffington Post that explains why the customer isn’t always right. Here’s a quick overview of the author’s top 5 reasons. After reading this article, and watching the … Read more