7 Tips to Create a Welcoming Experience for First-Time Patrons
By On The Stage Team
New patrons are an exceptionally important part of the long-term success of your organization, but it takes more than a couple of emails or a wave in the lobby to gain their repeat business. In fact, earning that loyalty starts with – or even before – their very first visit. First impressions, after all, shape how new patrons feel about your theatre, your front-of-house staff, your operations, and your brand at large … and these gut feelings will determine if they return or not.
If you’re looking for practical and scalable ways to make first-time patrons feel comfortable and excited to visit your theatre, having the right tools (and expert advice) can make all the difference. On The Stage offers 7 tips for creating a welcoming experience for first-time patrons, as well as ways we can help.
1. Know Who’s New Before They Arrive
You can’t roll out the welcoming red carpet if you don’t have any idea who’s new. Identifying new patrons before they arrive allows your front-of-house and box office teams to be more intentional with greetings, guidance, and overall support. Additionally, having this one-on-one attention will surely make a strong impression on new patrons, helping them feel valued rather than lost in the crowd.
With built-in analytics from On The Stage, you can easily review customer history to see who’s attending your theatre for the first time. This real-time insight can empower your staff to recognize new guests, offering an extra layer of hospitality sure to impress.
2. Communicate Clearly Before Show Day
If patrons have never been to your theatre, they’re likely going to have some questions. Where do I park? Do you sell concessions? When should I arrive? What happens if I’m running late? Proactive communication helps reduce that anxiety, long before these new patrons even step inside your venue.
Luckily, automated email tools through On The Stage allow you to send tailored welcome messages, alongside idiosyncratic info like specific parking instructions and performance reminders that are delivered at just the right time. By integrating your ticketing system with your broader marketing efforts, you ensure that this all-important information reaches patrons consistently, without creating extra work for your team.
3. Make Buying Tickets Effortless
One of the fastest ways to lose a potential new patron? A complicated, long-winded ticket-buying process. We’ve spoken about attention spans in this space – and today’s audiences expect checkout to be fast, intuitive, and mobile-friendly. That said, your ticketing process needs to be as simple and fast as possible.
On The Stage streamlines ticket sales with a seamless booking experience that works across devices. By simplifying everything from seat selection to payment, we help remove friction from the very start of a patron’s experience. After all, a smooth ticket-buying process sets a positive tone for your theatre and reassures patrons that your organization values their time.
4. Empower Your Front-of-House Team
New patrons may be looking for friendly faces and helpful guidance, so smiling ushers, clear signage, and helpful volunteers can transform their experience … but only if staff aren’t bogged down by clunky systems or disorganization in the interim.
With On The Stage, you can simplify your front-of-house operations, so your team can focus on what matters: helping patrons, both new and old. We offer a bevy of helpful features like mobile ticket scanning, flexible ticket formats (printed or digital), and expedited entry, which frees up your FOH team to answer questions and offer guidance.
5. Share Accessibility Information Up Front
Accessibility is a critical part of making every patron feel welcome, especially those attending your theatre for the first time. Clear, accurate seating charts and helpful venue information help guests choose seats that meet their comfort and accessibility needs, ensuring they arrive confidently to your show.
On The Stage provides detailed, customizable seating charts that reflect your venue’s exact configuration, whether it’s a traditional theatre, theatre-in-the-round, or a special event setup. We also offer tools that allow you to design sections, levels, and tables of any shape, giving patrons an accurate preview of their experience before they buy.
6. Offer Helpful Add-Ons During Checkout
For customers of all kinds, convenience is king – and it can play a major role in shaping a new patron’s first impression of your theatre. Promoting helpful add-ons before patrons arrive, such as premier parking spots, prepaid concessions or merchandise, or VIP experiences, can simplify their night out, enhance the experience, and increase your Average Order Value.
On The Stage makes it easy to present these options directly within the ticket-buying process. By offering thoughtful, personalized add-ons, you not only pad your bottom line but also help patrons feel prepared and taken care of. Win-win!
7. Follow Up After the Curtain Falls
If a new patron doesn’t hear from you after the show ends, they may feel undervalued or like they’re just another cog in the machine. That’s why post-show communication is so important: it reinforces the positive experience and opens the door to future engagement and ticket-buying.
Automated (yet personalized) thank-you emails, alongside post-show feedback surveys and recommendations for upcoming performances, can all be scheduled through On The Stage. You can also promote season packages, subscriptions, or exclusive offers/promo codes to encourage repeat visits.