A woman and toddler came rushing into the theater lobby just literally mere moments before I was about to shut the door for the 2:30 music show. She asked if this was the planetarium, and I told her it was, and she said–half a question, half a statement, “We’re here to see Peter and some Wolf or something…?”
I said, “The show is just about to start, may I see your tickets please?”
She says, “We need tickets?”
(Warning: Incoming Guest Service Rant)
Now, I try to be a patient person, and give folks the benefit of the doubt, but come on people, help me out here… YES you need tickets. Do people just assume that shows are free (or something)?
So they rushed off to get tickets, and of course there was a line, so of course the show started really late, which maybe isn’t a big deal to some people, but I look at it like this: the buck needs to stop with an employee. That is to say, if a visitor has some kind of an issue, then the issue needs to be dealt with by an employee, not handed off to other visitors.
In this case, the visitors that ran up at the last second passed the buck to me, and by me waiting past start time for them to go buy tickets, I passed the buck to the guests already in the theater, who are waiting for the show to start on time.
I could have been a jerk and told them that the show was about to start, that they weren’t going to make it, and they could come to the next showtime on the schedule, but since they asked specifically for Peter and The Wolf (only one show today), I wanted to try to accommodate them.
I hate having to pass the buck back to visitors, and as a rule I try to avoid it.