Currently I am doing research work for new audiences for a theatre company in Philadelphia. In looking at what else is around their area, I came across a theatre that had an old fashioned customer service set up. In their About section, they chose to leave the “Leave A Reply” on their blog format. Patrons were filling out the section with questions, and they would answer in this area as well.
At first, I thought this was very old school, but then it dawned on me that everyone could not only see the answers to the frequently asked questions, but it showed they cared to get back to people in a timely fashion. There’s that C word again – Care!
Perhaps there are other old school website functions that could add a human touch to your interactions with your audience members. Let me know if you think of one, and “Leave A Reply!”
Cheers to happy and loyal audiences,
Shoshana
Shoshana Fanizza
Chief Audience Builder, Audience Development Specialists
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I personally appreciate when board and staff members are listed, with a photo to make it more personal, AND with their email address or at least a link to email them. This gives the visitors a sense that they can contact them easily if they wish creating a nice sense of ownership and investment on the part of the staff and board members.
Patrick, I also really like having a picture with the name of the customer service people. It makes me much more disposed to be friendly, even if I have a complaint.
And Shoshana, I really appreciate how you framed the response as an indicator of caring…especially if the response rate IS very quick. It does take intention, though, to make sure that responses are responsive.
Thank you, Patrick and Susan. I do agree that the more personal you make your website, with photos and contact information, the more the audiences will know you are there for them and that you making it easier for audiences to get to know the people of your organization.
I also advocate for making sure all the actors, dancers, musicians, etc., have pictures and short bios and links to their own websites for the same reason. Building relationships begins with having this information so the audiences can get to know them too. It is the beginning of being more personal.
Responding in a timely fashion is important as well if someone does contact you. It’s always the little touches of care that leave the biggest impressions.