Many companies have guarantees for their ticket sales. Most websites, including the largest internet resale marketplace, only offer a full refund if a buyer has a problem with tickets. Another popular site offers a 125% money back guarantee if there are problems with the tickets or if they do not arrive in time. That is great, but it does not address the fact that tickets are not just items, they are part of an experience. For the parent dealing with unmet expectations and disappointment, the “extra” money back doesn’t matter. For the person who drives 2 hours each way, or plans a weekend trip and books travel and hotel rooms, offering back money after the fact is not acceptable.
How is what we do different? Well, we don’t just hide behind a guarantee to get sales. We actually stand behind everything, and if there is a problem, we work to make it right so that the experience can be salvaged. In the moment, the experience is often more valuable than the money. Unfortunately, we screwed up on an order last night where we mistakenly re-printed a set of Indiana Pacers tickets and our customer had the original set which had been invalidated. It was a simple mistake that slipped through the cracks, but it left a customer of ours at the gate with tickets that would not scan. Instead of simply saying, sorry, we’ll refund your money tomorrow, we immediately went to work to make sure our customer got into the game they had planned their evening around. It turns out, the customer ended up getting a substantial upgrade to lower level seats that were much more expensive.
Epictetus, a stoic philosopher, once said, “First say to yourself what you would be; and then do what you have to do” (Discourses 3.23). That is what we do. We say all the time that we are fans of events who know what having a good experience means. We mean that. We aren’t just people answering phones who follow a script; we use our brains and we relate to our customers. We want people to work with us because they know that we have their back. Even on the rare occasion when we screw up; we have our customer’s backs. That means when there is a problem, we don’t just hide behind a guarantee, we go out and make it right for our customer on the spot to make sure that they have a good experience. We know what we want to be, and we do what we have to do.