5 Strategies to Keep Lines Short at Your Next Event
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[Your Name] [Today’s Date] 5 Strategies to Keep Lines Short at Your Next Event
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You’ve set up your event and are expecting quite a turnout. Now it’s time to get excited crowds through the door. So how do you create a smooth check-in experience for your guests, and avoid the common pitfalls that lead to long lines to get into your event? Learn how the best events in the industry create a smooth entry experience. We’ll share tips to: Design a great door or gate entry plan Hire the right people to support check-in Avoid common pitfalls that kill the experience Use technology to inform broader decisions Producded by: Tommy Goodwin Tommy is the Head of Field Operations at Eventbrite, leading a team of event professionals who specialize in developing efficient ingress and egress systems for the largest and most complicated events on the Eventbrite’s platform, including Governors Ball Music Festival, Tough Mudder, Tribeca Film Festival, Calgary Expo, and dozens of others. Prior to joining Eventbrite, Tommy was Co-Founder and Director of Operations at Ankh Marketing and Communications, a full-service event production and management company based in San Francisco. Tommy's past clients include NASA, Current Television, Red Bull, Pandora and Google. Keiko Tokuda Keiko is the Director of Marketing at Eventbrite, currently overseeing teams responsible for understanding and addressing big challenges for event organizers with Eventbrite's platform and tools. Prior to Eventbrite, Keiko held marketing positions at Google and led her team’s industry events strategy for 2 years. She began her career on the US launch marketing team for a Japanese sports drink company, and worked closely with endurance race directors as the official sports drink for their events. In total, she’s attended more than 150 events in her professional career and is passionate about identifying and improving inefficient systems.
Transcript of 5 Strategies to Keep Lines Short at Your Next Event
[Your Name][Today’s Date]
5 Strategies to Keep Lines Short at Your Next Event
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Your attendee’s experience at the entrance impacts their overall event experience.
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Long lines leave negative brand impressions
Make sure you have a plan.
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5 Strategies to Keep Lines Short at Your Next Event
Build a plan that’s right for you
Communicate early and often
Rely on technology to save time
Prime your people for speed
Use data to inform your entry plan
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Build a Plan That’s Right For You
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Ticket scanning area 5 18” wide tables6 bag checkers6 ticket scanners 2 wristbanders
Ticket sales area 4 8 ft tables8 chairs 6 sales devices6 ticket sellers 1 box office manager1 customer service rep
Eventbrite’s map for Maker Faire
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Badge Pick UpWaiting Area
Example of consumer convention map
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Multiple entrances can pose multiple challenges
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General rules to keep in mind
• Put box offices near the entrance but not too close
• Ticket sales, will call and customer service should be close to each other
• Offer VIPs a speed lane or separate entrance
• Put security screenings before ticket checkpoint
• Put information booths inside but close to entry to be able to direct people there
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Planning your gate design
1. How many lanes do I need?
2. How many devices do I need?
3. How many people do I need?
Scanning speed
Expected # of attendees
Target wait time
8000 1000 / hour 30 minutes
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Don’t forget your exit strategy.
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Communicate Early and Often
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Provide the basics and tips on your site
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Remind guests on order confirmations & tickets
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Encourage early arrival to avoid long lines
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Set expectations and share tips on social media
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Provide venue maps
• On your site
• Mobile maps
• Printed maps at all entry points
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Create prominent signage to guide the way
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Rely on technology to save time
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Use mobile ticket scanners for flexibility and speed
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Gilroy Garlic Festival uses Eventbrite’s fast, mobile point of sale solution
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Prime your people for speed
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Create a lot of little tasks
• Ticket scanning
• Bag check
• ID check
• Badge distribution
• Lanyards
• Goodie bags
• Customer service
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Recruit and on-board your volunteers
• Set expectations
• Clear directions
• Keep lines of communication open
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Host an on-site orientation
• Venue tour
• Share the event schedule
• Remind them of the rules they need to enforce
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Rely on a professional security company for faster ID and bag checks
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Rely on your own team with money and have an onsite supervisor empowered to make decisions
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Use data to inform your entry plan
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Inform your strategy based on past data
• Estimated number of attendees
• Know when rushes are
• Figure out your scan rate
• Set up your check-in process
• Determine when you open doors
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See how many people actually showed up
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Analyze peak check-in times
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Drill in hour-by-hour entry data
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5 Strategies to Keep Lines Short at Your Next Event
1. Build a plan that’s right for you
2. Communicate early and often
3. Rely on technology to save time
4. Prime your people for speed
5. Use data to inform your entry plan
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