Me? I had a vacation planned with two of our grandchildren for March of 2020. We were packed and ready, but then…cancelled…inconvenient, but not life threatening.

A Shocking Gift and Nate Bargatze

For years we lived within walking distance of a famous performing arts center in West Palm Beach. Though there were events like the Nutcracker and artists like Kristen Chenowith, Jay Leno, Michael Bolton (an old bandmate of mine), and so many more, we had never gone. Then we were given a shocking  gift.

On a family visit, my wife and I saw a TV special starring comedian, Nate Bargatze. He was incredibly funny without swearing. We all loved it. When the grandkids walked in, nobody had to cringe and grab the remote to hit mute. We found another equally impressive special. “I wish there were more,” I told everyone.

Opening a Christmas present from our kids, I was blown away finding two tickets for the Nate Bargatze show at that performing arts center for April 26, 2020. But when Covid closed the world, the center closed too. We got notification the show would be rescheduled, but that too wound up being cancelled, with another promise to reschedule. The performing arts website said anyone with tickets for April 26th would have their tickets honored for the October 10th Nate Bargatze Raincheck Tour. Our tickets were row 2, orchestra, right down in front. At a famous venue known for great customer service, we anticipated a wonderful night to remember. We were excited!

Customer Service at the Performing Arts Venue

On our way out the door, Kim reminded me they were still requiring attendees to wear masks. I put mine in my pocket and off we went. A gentleman with an official looking name tag approached. “Good evening. Do you folks have your tickets for the Nate Bargatze show?” After checking ours he said, “And remember you will be required to wear your masks during the performance. Do you have your proof of vaccination card or a negative Covid test within the last 48 hours?”

What? I never thought to bring my vaccine card. Florida Governor Ron DeSantis had mandated businesses could not ask patrons for personal information. With irritation in my voice I said, “I could run back to our condo and get mine.” I was really hoping he might just let me in without my card. Kim had hers. We were a couple. Customer service would suggest finding a way to be accommodating. But, with a big smile, he said, “You should have plenty of time.” With even more irritation in my voice, I told Kim to wait and I would be back as fast as possible.

I got home and back with my Covid vaccine card with just minutes to spare. We showed our tickets and were escorted to the front of the theater. People were still coming in. I was on the end of the second row in seat #1 and with Kim next to me in seat #2. Another couple scooted past us to sit in #3 and #4. Seats were still open next to them. Many seats in the higher levels remaining empty too. Though I knew Nate Bargatze would have international recognition someday, I figured there were empty seats because he had yet to become a household name. The theater lights dimmed. A single microphone and stand and a water bottle on a stool were within 10 feet of us up on the stage. We were ready!

Kicked Out of The Performing Arts Center

Just then I was jarred by an irritated voice. “Excuse me sir, but you are sitting in our seats!” I looked up and a couple was expecting to sit where we were sitting! Our tickets showed we were in the right seats. The guy said, “We have the first 4, 1 through 4. We have tickets.” The couple seated next to us showed their tickets too, and the dejected folks slunk away.

We were enjoying an opening comedian until two ushers came up with their tiny flashlights asking to see our tickets. “They sold them twice,” I heard one of them mumble before they disappeared into the darkness. I wasn’t worried. If they sold the seats twice due to the confusion of cancelling and rescheduling the show, at least Kim and I were planted in the seats. No one was going to ruin our night. We’d ignore the interruption and enjoy the show.

Minutes later the ushers were back. Sounding intimidating like police on a drug bust, they said, “Your tickets are invalid! You need to accompany us to the box office where we will sort this out! They will explain everything!”

Yep, we were thrown out of the auditorium! The couple next to us was too. Do they call that acceptable customer service? We learned our original tickets were purchased by Stub Hub. They resold the tickets. Stub Hub had been notified of the cancellation and issued a full refund. The refund got to Stub Hub, but not to my kids, so we assumed all was good. We even had an email telling us our tickets were valid for this rescheduled October show.

The other couple, talking to the Box Office Manager, said, “Unlike those folks,” pointing at us, “we just got our tickets. Obviously, we have been scammed. Is there anything you guys can do? We want to see the show. Can we buy tickets and maybe you could give us a discount or something?”

My Approach to this Customer Service Situation

As I stood waiting to hear the response of the Box Office Manager, I thought to myself, “If I were the Box Office Manager, first I would apologize, not admitting any responsibility, but letting them know I could feel their pain. Next, I would have told them there were no premium seats available for the night’s performance, but there were balcony seats still open. I would have looked at their eyes to see if they seemed open to sitting in the balcony, hoping they would ask how much those seats cost. If they did ask, I would have gone to the ticket window with them and checked on availability and pricing. But before giving them a chance to say they would buy the tickets, I would have said, ‘Here at our performing arts center, we always do whatever it takes to keep our patrons happy, so we are going to give you these two balcony tickets at no charge. We apologize for any issues you have experienced here tonight.’”

That is how I would have handled the issue, but that’s me, and not at all how it ended. There were still dozens of empty seats, and every seat had great views of the stage. If they were to remain empty, it would cost virtually nothing to make these customers happy. Show them extraordinary customer service and give them free tickets, right?

No! The Box Office Manager told them, “There is nothing we can do. If you want to purchase tickets for the show, we have seats available.” He gestured toward the box office, turned, and walked away. Hearing that, totally disappointed and thoroughly pissed off, Kim and I left for home.

Customer Service Required

In my book, How to NOT Lose Friends and Fight with Other People, I have a story of a car dealership taking a disappointing situation, and through overcompensating, giving the customer an experience they felt compelled to tell the world about. They turned a negative into a positive with customer service that builds loyal clients and grows a business. The same thing could have happened here. But the performing arts center that boasts of a half-million patrons each year blew it! If they had helped, I could be using that event as a shining example of superlative customer service!

Bend over backwards for your customers, and they will love you for it! Go way above and beyond. Your customer base will grow, and your online ratings will soar!