Emailed tickets in person
Good morning fellow Pros,
I have bit of a rant post but also in need of some advice. Let me give a bit of background to better understand. I work at a Museum that uses Tessitura. Our Tessitura team is me and the Assistant manager for the Visitor services team. We dont see a large amount of traffic at our museum, about 600-700 per day on average. I have been here for 3 years and in my current position for 1 year. We have a super data driven, AI loving Vice President of our department. Okay, so problem number 1 is how we sell tickets at the box office. We started by simply asking people which type of admission, then paying for the tickets and then handing the tickets to them as regular printed tickets. Great right?
Since about last year we have changed it so that if you approach the box office you are either asked to buy tickets on your phone in the lobby, give us your email so we can create a constituent with the customer in front of us and then process the transaction and have them scan the e ticket at the gallery entrance, or scan a QR to also do it on your phone. This took what would normally be a 1 min transaction to a 3-4 minute per customer.
There are many reasons for why we have gone this direction, first being to save paper which frankly i am on board with. second being so we can collect emails in order to re connect with the visitors after they have left. From here we have gone completely over the rails for email collection and has caused a lot of friction with the front facing staff and visitors. Imagine walking up to a box office and the person says can you give me your email so i can send you the ticket to your phone.
For this point I would love some feedback to understand if I am the crazy one thinking this is so backwards or if I am right in feeling this sentiment of friction at the box office.
Additionally, in my role as I mentioned my workload is focused on the maintenance of the Tessitura system which as anyone who knows Tess, is a solid chunk of time. I also manage the call center for our general line of inquires. As well as our gift shop system of Sales Vu. Lately due to management not hiring people there has been times when I have went to work as a Front line staff for the day. Which in turn created this delay for my projects I have and a cascading effect for mistakes. I have spoken to my superior and they mentioned that i dont agree. I have been told that everybody is making mistakes and that i should be a team player. Is this toxic or am i overreacting.
Thank you to all who read this and apologies for the jumble.