Championing customer service and performance
We are absolutely thrilled for one of our customers, The Isaac Theatre Royal in Christchurch who recently took top honours at the largest business awards in New Zealand for their significant efforts following the devastating 2011 earthquakes.
The iconic Christchurch theatre that was completely rebuilt and reopened its venue in 2014 was honoured with an award for Retail/Hospitality Small Enterprise for ‘dynamic professionals providing a phenomenal customer experience’ as well as picking up The Press Champion Canterbury Supreme Small Enterprise Award.
The Isaac Theatre Royal sustained considerable damage in the 2011 earthquakes, but after a major $40M rebuild and restoration project, reopened to extensive national media and public acclaim. Since reopening, the theatre’s business has continued to grow month-by-month, with over 180,000 patrons walking through the historic venue’s front doors.
Part of their success in rising like a ‘phoenix from the flames’ can be attributed to its hugely impressive building, a stellar line-up of stage performances and visiting artists and of course its dedicated staff. Yet in light of the theatre’s recognition for service, it’s also worth considering how important the whole business of customer satisfaction is for busy venues that are booking and hosting events across multiple spaces.
In the case of the Isaac Theatre Royal, they were essentially faced with the challenge of starting from scratch, so like any new venue, providing the best possible service is fundamental to nurturing or reviving customer relationships. As a Priava user, the Isaac Theatre Royal has been able to automate some of the booking and events team’s more time-consuming administrative work, so they can focus more on communicating with the client and ensure that all their requirements are met.
In many other ways, technology can also enhance the overall customer interaction with the theatre, including the initial checking of availability of spaces, elimination of double bookings or confirming the catering or number of tables necessary for a performance or function.
With more simplified processes and quick access to information, it is far easier for an events team to manage the complexities of both confirming and running an event. In turn, the ability to retrieve up to date data from a centralised source means that you can answer any customer questions instantly.
After nearly two years of operation, Isaac Theatre Royal is now beginning to take advantage of the historical customer data they have built up, which can be used to encourage repeat business and on-going loyalty.
As many venues including theatres acknowledge, it is the hard work and preparation that goes on behind the scenes that ensures everything is ‘alright on the night’. For dedicated venues, customer service can be a way of standing out from the competition, but it is also key to staging the best possible business performance for your venue over the longer term.
The Isaac Theatre Royal is the premiere theatrical venue for hosting performing arts in Christchurch for Canterbury and the South Island. For more information visit: isaactheatreroyal.co.nz