Today, while reading the Monster Mash at the LA Times, I got the urge to look at the Pasadena Playhouse website. Imagine my surprise when I saw a note about subscriber meetings, indicating that they were going to be held:
- Monday, June 14th 7:00 – 8:30 pm
- Tuesday, June 15th 2:30 – 4:00 pm
- Wednesday, June 16th 11:00 am – 12:30
I should note that (as a subscriber) they never provided me with an announcement of these meetings: there was no mail (although they knew where to mail the bankruptcy paperwork); there was no phone call (even though they have my phone number); there was no email; and there wasn’t even a posting on their blog (to which I subscribe via RSS). Thus, although I would have been interested in attending, I found out too late, only by happenchance.
Given there was an email address for the Operations person, I dropped her a note as soon as I saw the page. Interestingly enough, she had called me at work early last week to talk, but I was in a meeting. I told her to call me back the next day… but she never did. I didn’t receive a response to my email, nor a call today. I’m writing this off as yet another example of the Playhouse’s problems with the care and nurturing of subscribers.
So, as she didn’t call, here are my suggestions about what the Playhouse should have done, subscriber-wise:
- As soon as the closing was announced, created a mailing list for subscribers (this would be free at someplace like Yahoo). In their letter, provide an address for people to confirm they are on the mailing list.
- They should also have created a special announcement blog just for subscribers. Again, easy to do.
- They should have kept both lists updated regularly. Transparency of information is the best approach.
- I understand that they could not provide confirmation of the bankruptcy filing before it was made public. But they could have indicated they were contemplating filing, and if they filed, what forms people would get and how to fill them out.
- They should have passed on good-will offers from other organizations. Those wouldn’t have cost the Playhouse anything, and would have kept subscribers happy. More importantly, it would have created positive impressions and benefitted the entire theatre community.
Simple ideas. Ideas that would not cost the Playhouse anything, but would have indicated that the subscribers were part of the family. As for us, right now, I’ll keep watching what is happening. I want them to succeed and return, but I’m hesitant about resubscribing until I see a change in attitude. What I was buying there with my subscription dollar has bought an equivalent subscription elsewhere, plus left enought to fund attending a large number of productions around the Los Angeles area.
