The hard part is over – you’ve managed to pick a ticketing software system. Hooray! Now what? Training the staff.
It’s likely that upper-level management and senior staff members will have been involved in the choosing and initial training process. It’s important to remember that this information will need to be taught correctly to associates and part time workers. Training is a delicate balance of instruction and practice, so make sure you’re adequately prepared to help your staff find success with the new box office platform.
Basic Training Plan
- If this hasn’t happened already, involve managers in the initial set up. Your box office manager or front of house manager should be in the room for the introductory sessions as the system is set up for you by the company you chose.
- Set aside enough time for associates to practice before they’re patron-facing and alone on the job. Expect your staff to need time to familiarize with the new software before they are trying to juggle customer service as well.
- Start with the most essential job functions and build from there. Make sure your staff knows how to sell a ticket, issue an exchange, print a receipt or send an email before diving into more complicated things. This is especially imperative if you want to keep track of ticket sales and monitor guest habits correctly.
- Make sure everyone is using the same vocabulary when interacting with the software. Clearly identify what constitutes a discount, a ticket type, a special event, etc. (Consistent vocabulary is an important note to keep in mind when working with associates. Here are a few other tips for box office success).
- Communicate how problems should be addressed. If an associate is having trouble remembering something about the software, clarify if you’d like them to troubleshoot or call a manager. Let your staff know how to seek support as they gain confidence with the new practices.
- Build up a trustworthy collection of resources. Take notes, make videos and demonstrations, design a handbook – whatever you choose, just make sure your staff has somewhere to look for answers in a pinch.
Training may feel overwhelming, but it’s a crucial step as you bring in new software. For your staff and organization’s success, take extra time at the beginning of the transition to make sure everyone understands how the software works and what it’s capable of doing. The change will feel intense initially, but eventually it will be a source of empowerment for your company. Give your staff a chance to feel calm and collected with the technology before they take on guests at the same time. With the right amount of training and patience, you’ll see the results that made you so excited to pick your software in the beginning!