Bank of America MOU tickets

At the last VS Department meeting, I brought up how to process MOU tickets for visitors who need to pay for their tickets. Here is the follow up to that conversation and how to do it!

When a group of visitors comes on BoA weekend, we want to make sure we are accounting for all tickets correctly. When a group of visitors checks in, but not everyone has a bank card, we should be processing the free BoA ticket and the paying tickets TOGETHER in the same transaction. Here is how:

1. For those who have the bank cards, add the correct tickets to the basket (ie, Adult, Senior, etc.).
2. For those who do NOT have the bank cards, add their special MOU tickets to the basket by hitting the "More" button (MOU Adult, MOU Senior, MOU Student, MOU Youth).
3. Apply the MOU Coupon like normal.
1. The MOU Coupon will only apply to the eligible tickets (Adult, Senior, etc).
4. Process payment as normal.

It is important to process the tickets in this way because I send monthly reports to BOA with attendance numbers. We want the attendance numbers to be as accurate as possible to show who all is coming specifically for BOA weekend.

If you have any questions about this procedure, please ask!

Member Online Accounts

As a benefit to Members they automatically receive an online account!
Patron Edge will automatically create one for them when an email is entered into their account.

ISSUE: Most of the time members do not know this. When they go to either renew their membership or purchase member discounted tickets online they create a new account.

Consequence:

• This new online account is not linked to their membership
•  they cannot renew their membership or receive their member discounted tickets.
• There are now duplicate accounts for them
• Creates confusion and frustration for our members when trying to use our online site
• Not good customer service

REMEDY:
Inform our members more often, especially when they are signing up, that they have an online account already created.

Going forward we need to be diligent and add to our language whenever we sign someone up for membership that the email they provided is their email login name. We also need to inform current members too whenever it is possible.

Example when signing up a new member:
After they have filled out the membership form, circle their email and write on the form "Online email login" and tell them that is their online login and to click the Forgot Password link to create their password.
This will do two things
#1 It will verbally inform them of the account, and they can ask questions if they want to
#2 by writing the instructions on the form they can refer to it later.


LOGISTICS OF AN ONLINE MEMBER ACCOUNT:
Whenever an email is entered into the email field in PE/RE a login is created for them
Nightly, the system will check any new emails entered and copy the email into the login name filed of their record.
The login email and record email are not attached, so if a member changes their email, we need to ask them if they also want their login changed and that would need to be updated as well.
When the email is added to the login field, a temporary password is created. We found that just having them use the Forgot Password link to reset their password online is easier to communicate than the temp password.

CHALLENGE:
Did you know, you are a Museum Member and therefore have an online account! the challenge is to try an log into your account online without looking at your information in PE.
This will show you how difficult is can be for Museum Members to log into their account online without knowing the email we have on file for them, and why we need to help educate them on the account.

Please comment that you took the challenge and how you did.





Can a record have multiple logins?
Yes and No

YES, an account can have multiple logins by each of the card holders having their individual  email address listed on their name.
Example:
Amy and FrankE have an account. Amy is the primary account holder and has the email amy@gmail.com. Their membership was originally purchased under her name.

FrankE also has his email, franke@gmail.com on his account, so he can log into the account as well.

This is not ideal though because the membership is originally purchased under Amy's account. If FrankE logs into the account under his name and wants to renew the membership- the system looks at it that FrankE just purchased a new membership and it does not renew the membership that is on Amy's account and creates back office clean up in RE. Confusing, yes, but there you have it.

NO
As far as logins are concerned there can be no other record that can have the same login name.
Example:
Using Amy and FrankE again
Amy and FrankE had two logins for the same account because each email address on each account name was different. If  instead on FrankE's record we added the same email of Amy's amy@gmail .com, FrankE would not have a login because that login name was already used for Amy. If you were to look at FrankE's login field in his record you would see the login name as blank.

Could an email that is on a record ever be different that the login name?
YES
The account email and the login email are two different entities and are NOT connected.
The only time they sync is when the system is doing it's nightly job of looking to fill in an empty login field with the account email.
You may see a different email than login name when a member called in to update their email address on the account and the login was not updated as well. This can also cause confusion because the member  assumes both are the same and try to login online with the updated email.

IMPORTANT If you have a request to update an email be sure to ask and update the login too.

Does your brain hurt yet? If you would like more clarification on this information, please let me know!


Please comment on other ways we can inform members of this benefit at the desk.

Adding Tickets to a Group Reservation

When I book a group reservation, I book tickets into an "Event" that I have created in PE specific to this group. There are 2 types of events for groups: Adult Group Tour (docent-guided tours) and Self-Guided Group Tour. Education follows the same process for events like "Art Smart," "School Special Request Tour," "Self Guided School Group," etc. 

All tickets we sell in PE are created within events, and some events include the same ticket types. The events General Admission and Adult Group Tour have the same tickets: Adult, Youth, Member... However, they are NOT the exact same tickets and are reported differently because they are in different events. For an example, I'll use NTL:

Each NTL is it's own event: Superman, Hamlet, etc. They all have member tickets to sell. But, we would not sell a member ticket for Superman if they wanted a member ticket to Hamlet even though the tickets have the same name and price. Further, we would not pull a report showing all tickets sold for Superman when we really want to see attendance for Hamlet. 

All of that seems intuitive and easy to follow, but it gets a little more complex when you need to confirm a group reservation and add new tickets because the reservation is lacking what you need. We need to be adding/confirming group reservations with the correct event tickets. I have been noticing some group reservations confirmed incorrectly lately. So, if you need to add tickets to a group reservation because they are not already included, see below :)

So, what if you know how to do, and follow, all of the correct steps, but when you go to pull the correct event into the GA screen to process there aren't any tickets available once you do? 

This means the event is over and tickets are no longer available to sell. Well, at least sell this way. Tickets can still be sold through the CRM. 

Using the example above, see below:

This same process can be followed for school groups as well.

It's very important that we are confirming groups correctly. Please ask if you have any questions! 

Family Memberships and Kids

Great kid benefits for Family and above memberships!

I wanted to do a mid-week post about a little change to our Family Kid's Membership cards to help you engage with our youth at the Museum, as my Friday post will talk more about engaging kids at the desk:

First what is the Kid's Membership card and the benefits associated?
For Family memberships and above any youth 17 and under receive their own Membership card!
It is a really cute card with Fireflies on the front.
With this card they can bring in an adult with them that is not listed on the membership card. WHAT does this mean!???

Example#1
If a youth comes to the Museum and brings, lets say, their nanny, but the nanny is not listed as one of the adults on the card- the nanny would still be able to get in.

Example#2
A grandmother purchased a membership and added her grandchildren to the membership. The grandmother, grandchildren (with membership card) and the children's parents come for a visit- 3 adults and youth- they would all get in under the membership since each youth can bring in an adult with them. Since this scenario is very confusing, it is not something we should use as a selling feature, but just to know when they come to visit with their kid's card.
Example #1 is a great selling feature, especially for grandparents.
When processing Example #2, use the Guest Pass for the additional adult that is with the youth.

Lani and I have discussed 2 little improvement to the kid's cards:

#1 Right now we do not give out the kid's cards when a family and above membership is purchased, but I think that is a missed opportunity to interact with kids at the desk.
So, when time permits- you can now fill out kids membership cards and give them to the kids on-the-spot! Mark on the membership form in the notes section that you handed out the kid's cards, so Membership does send a second set in the mail.
When you give the cards to them, make it fun and special that they are now a member!!
If it is busy you do not have to do this, just let them know about the frequent visit program and that they will receive the cards in the mail.


BE SURE TO MARK ON THE MEMBERSHIP FORM THAT YOU ALREADY GAVE OUT THE KIDS CARDS!

#2 When a youth presents their membership card at check-in- make it special that they are presenting it to you. Let me tell you what a big deal it is for them to remember to bring it- we should reward them and make it worth while.
We now have an incentive program to reward them when the present their card at the desk!!
In the 1st cabinet their are stamp letters. Each time a youth presents their card we will give them a letter. Once they spell out the word PHXART, they will get a prize!

Here is what you can do with  kids to get them excited about being a member:
When a family checks in with their family membership, ask the kids if they brought their cards. Sometimes they may not event know about them!
Let them know about the frequent visit program, and ask them if they would like a temporary card with a stamp on it for their visit. Tell them we can combine it next time they come in with their card.
If they lost their card, you can give them a new one!

have fun with this- you will see how much it  turns an apprehensive youth into one that is excited about the Museum:)

Springis in the Air...

Spring is in the air, so this post is on how one "bad egg" can spoil the roost.

WARNING this post may have some sensitive material from an unhappy visitor, but is only for example purposes and NOT FINGER POINTING.

I was so happy to see the Yelp review that says that reflected how helpful and happy we are to visitors!
Recently, though, we received a comment from a visitor explaining their unsatisfactory visit to the Museum. They were unhappy with several things, but in the first portion they mentioned  they did not receive, nor were offered, a map or daily sheet not to mention a scavenger hunt or i'm here for the youth.


I know there could have been many reasons why this happened, but this is an opportunity for reflection, and now we have a first star to attain for our 5 STAR DEPARTMENT!

To receive our first star we must always provide tools to the visitor to help navigate the Museum to get the most out of their visit. This goes along with our Mission Statement to be a vibrant destination!

 

*First Star*:

Hand out a map and daily sheet to every visitor/group that comes to the Museum and write direction on the map.

This includes groups, members and during free time.

Here is a tip I do:
I rarely offer a map or daily sheet. I always assume they want it and hand it to them. I let them make the decision to leave it or take it with them. This also puts me in the habit of writing on the Membership voucher.
There is an assumption to not hand maps or daily sheets to Members because either they don't want it or they already know the layout.
Don't assume-
Always give or ask a member if they want a daily sheet or map!

I am still seeing people give directions to people and not writing it on the map.
**Remember it takes the same amount of time to write the arrow on the map as you are giving the directions. Be sure to put circle the lobby to remind them where they started.

Think back on the time when you first started here and getting the layout of the Museum was confusing; now add in someone telling you to put a sticker on/ sign here/ buy a membership!! Are you going to remember everything they said?

 

Here is the comment for you to review. I see within the comment other things VS could have done to alleviate some of the other displeasures that occurred in the Museum. Please make comments as to how VS could have helped with this family- besides offering the map- I would like to hear what else we could have done to help because the visit starts with us.

Remember: It does not matter who this was, and I don't want us to try to figure it out, because we have ALL slacked on giving maps/daily sheets to everyone- me included!!

 

My family and I went to the museum today (April 3) and it was an interesting visit.  I was a little put off from the beginning as the person who waited on my husband at the front desk didn't ask if we wanted a map or tell us anything about the museum and we could hear some of the other people at that front desk saying what was good etc.

 

Then, my daughter's small backpack was an issue which when I agreed to carry it as a purse was not a problem.  As it was smaller than many purses and a couple of camera bags I wasn't sure why it was an issue in the first place as my daughter was carrying it like a purse but the nice person at the front put a tag on it if I agreed to carry it.  However, after waiting in line for Da Vinci exhibit it was since she had sketching pens in it.  If there had been a list at the beginning of the line I would have been more understanding but this was at the end of the wait and I (the adult)was carrying the bag. This list talked about cameras water etc not children's art supplies which by the way are sold in your museum store.

 

Also, a museum personnel was a little over the top with my daughter as she was a gallery ahead and I found it unnecessary.  My daughter is more aware of art and museums than most adults and as I didn't see a sign and we were not told that since she was under 13 she couldn't view the galleries without being attached to us not very welcoming to the out of town visitor. 

 

After that I observed that there were very few children in the regular galleries outside of what appeared to be a school group tour.  The children's gallery is a lovely idea but not the only part of the museum that children should be exposed to during a visit.

 

The other issue that just wrapped up the non welcoming aspect was we went to the museum's cafe and wanted to sit outside and we were told it was closed. I asked what hours did it close as there were people eating outside and I was told it was too hot and they were short of servers.  There were two servers serving the people outside and they continued the entire time we were eating. 

 

On that note the volunteers in the museum gift shops were lovely.

 

I have worked for three museums in the past and it was always stressed that the visitors were as an important part as the art or exhibit to the museum structure.

 

You have a lovely museum and hopefully on our next visit it will be more welcoming.

 

PS:
Most comments do not get widely circulated when they go through the correct comment card channel, but this one did not, so many eyes reviewed this comment before it got to me.  Although it was not bad, per se, but how awesome would it have been if this circulated comment being passed around was positive about VS being helpful?
Hence the statement that one bad egg can spoil the roost. All the good comments we receive can have a damper when one of these comes through.
So my suggestion is to treat all visitors the way we want to be represented.
Do I think if we do this that we will never have receive a bad comment again? No, but the chances will be slimmer and when they do have a bad visit at the Museum at least VS was a positive for them. Maybe that will be enough to have them give us another chance.

You are all wonderful at providing great customer service, please keep up the great work!!!

Just Keep Swimming!

We have all been working SO hard lately with our non-stop attendance flow and daily job responsibilities. You ladies are all so impressive! Thank you for always giving 110% to our visitors and to each other. 

Just to keep things into perspective, and to share a little moral support while we push through the last couple weeks of Leonardo, here are some lovely quotes from a very impressive and inspirational woman, Georgia O'Keeffe.

[go upstairs to check our her paintings, they will make you feel good :) ]

(For when the line is out the door and you just can't even.)

(For when you're berated over a pen...)

(Leave a stressful day at the door when you leave. You're all doing amazing things for our department and the Museum. People are noticing.)

(We are very proud to be able to work at such an amazing place with such amazing, passionate people.)

New Art Museum in LA

There is a new art museum opening this fall (September) in LA: The Broad Museum!

Check out the website.

Who else think it looks like a cheese grater... or a speaker?...

 

 Read more about the building design and collection here.

 Who wants to go on a field trip?...