In our recent poll “Is it ever right to charge for Print at Home” only one respondent said yes.
So, it was a small industry-insider voluntary sample, but really, can a venue ever be justified for charging for the customer to do all the work, using their own paper? During some recent usability research we were carrying out, we found venues that charged a booking fee, a convenience fee, and then an additional print at home fulfillment fee. I guess a straight $10 charge on a $27 dollar ticket would make us think, but incremental charges help some push the basket cost to lofty heights.
This post is not about such skulduggery, but more about vendors responding to venues needs, even if they personally don’t agree with the purpose.
David Leek from PatronBase got in touch in relation to the poll and some work they had recently added to their system.
It is not up to us as a supplier to decide if this is an appropriate course of action for an organisation – David Leek, PatronBase
They have added the ability to charge a fulfillment fee for collection as well as print at home, in addition to their provision of per ticket, percentage and flat rate fees, all possible to be set-up at a system or production/perfromance level.
In light of what seems very strong opposition to charging for print at home (and to a lesser extent collection), we asked David for the rational behind adding this feature:
“As with many of the features in PatronBase, it is an option that clients can choose to implement if they wish, and is by no means compulsory
“It is not up to us as a supplier to decide if this is an appropriate course of action for an organisation (and by looking at the survey results we can see it is in the minority of opinion at the moment) but reacting to our clients’ needs is a fundamental aspect of PatronBase, so we’ve enabled the functionality for all our clients should they want to use it.
This is by no means a new process for PatronBase, who were one of the first out of the blocks to respond to the UK Advertising Standards Authority rulings on fees and provide Committee on Advertising Practice (CAP) compliance to their customers but allowing venues to choose how exactly to display pricing.
There is a clear line between ‘best’ practice and choice. Like so many things within the ticketing system, venues will choose to use features differently. If they feel the need or desire to charge for print at home, who are suppliers to stop them? As the saying goes, the customer is always right!