Small ticket broker refocuses and explains why customer service can suffer in a fast evolving industry. While premium ticket brokers grow and merge to rise to the top, emphasis on personal attention is losing ground.
Jerry Raynor announces today the redesigning and relaunching of his site: www.ticketsontime.com "It wasn’t too long ago that when you called the same ticket broker you had for years, you knew their name and they knew yours," says Jerry Raynor, owner of "Tickets On Time" located in Fairfield, CT. He notes: "Today, chances are that same broker now works in another, larger office and you may have lost track of each other altogether." With the recent shakeout of the resale industry, ticket offices are fighting for a national presence by merging and spending wildly on advertising. New broker websites are popping up almost daily and nearly the entire nation’s collective brokered inventory is neatly assembled and displayed on a single web page in real time. "Never before has the end consumer had so many choices of what to buy and where to buy it from and it can become confusing for some." he adds "The Internet has improved availability immensely, but in ordering online, the human element has almost been taken out entirely of the equation"
Jerry explains: "Smaller brokers, in general, offer more personalized service than their larger counterparts." Announcing the new changes to his site, Jerry says, "In my attempt to offer something different for ticket buyers, I decided to head in the opposite direction of my much larger competition. I recently redesigned my site and left it with only basic features. Similar to Google’s home page, it still has all the same events and choices that you will find with other broker sites, only faster and without distraction of content laden pages."
Another issue that Jerry is passionate about and hopes his new site addresses is his belief that the evolution of his industry has created an "order processing center" atmosphere among its leaders where they would rather attract and "fill" orders placed online than build personal relationships one sale at a time. Jerry adds, "If you are looking for a cheap pair of seats for a Yankees game, you can buy those easily anywhere. However, if you are looking for exceptional seats for an event that may have great meaning to yourself or a client and you need help navigating through the sometimes hundreds of choices and prices, you are going to do better with a smaller broker. Look for a broker who can go over the considerable inventory, work with your preferences and identify the best value in a sea of choices. Most often, the big brokers are too busy working on previously placed web orders to consistently spare that kind of time on an individual sale."
Jerry concludes, "What you want to look out for in choosing a broker in today’s marketplace, is a broker who operates more as a consultant than a sales agent, a broker that suggests a choice that he would buy himself relative to what’s currently available. He should know the venues, how the rows and seat numbers run, will pay attention to detail and understand your preferences. Ideally, he can work on short notice, offer advice and is highly available day or night and most importantly, will secure and deliver your tickets immediately."
