Jo Michel
Michel Consultancy
What were you doing in 1979?
I had just started my first university studies in 1979. I was training to be a diagnostic medical radiographer in my home town of Newcastle, New South Wales. I completed the course, and it wasn't until 1988 that I began to work in a box office.
What drew you to INTIX?
There was no ticketing organization within Australia, but I had heard stories from colleagues of BOMNet meetings and these had been held in conjunction with INTIX. I was eager to learn and decided that an association that celebrated ticketing might provide me with resources. This was around 1997 or 1998 and I had taken on my first ticketing manager role with Ensemble Theatre in Sydney.
Talk about a mentor you met through INTIX and how that person helped better you personally and professionally.
That's a difficult one as I have met so many inspiring people within INTIX. I remember the person who was influential in me joining INTIX was Keith Robinson, Ticketing Manager at the Sydney Opera House. Keith extolled the benefits of a shared experience and one of his many practical ideas was arranging a small group of people within the Sydney area to meet over lunch and just talk about and share their experiences, stories and ideas. I learnt as much over lunch as in my day to day practice. Keith also introduced me to a number of colleagues across the world through INTIX and Europe Talks Tickets. And as a result of these contacts, I ended up working in the U.K. for a number of years.
What’s an INTIX membership benefit that has been especially helpful to you?
The benefits of INTIX membership for me have been the opportunities to meet new people all of whom are like me, forging a career in this industry. Having the ability to share experiences with others who are doing a similar job in various places across the world is truly inspiring and exciting. I amazed by the generosity and spirit of my ticketing tribe.
What business challenge has kept you awake at night the most over the course of your career?
The challenge I have faced most in my career is balancing the needs of the organisation with the needs of the customer. The Ticketing department is often referred to as the face of the organisation as they are usually the only people that interact personally with our customers. It is often difficult for management to understand that this means having staff available even when sales are light. The internet and technology do allow us to service our customers outside of business hours, but it shouldn’t mean we reduce our service levels within opening times. Finding that balance is key, monitoring service and calls and being able to show value for the organisation is how I have always managed to maintain this.
Given the constant advancements in technology, what’s the best way to maintain the human touch and personal service in ticketing?
One of the enduring challenges facing our industry is maintaining the front-line services in conjunction with consumer pressure and technology. The face of our businesses has changed, and we are now needing to provide the best customer service opportunities for our customers and internal business partners in a way that is seemingly less personal than in the past. Instead of having face-to-face conversations we now have virtual ones. What is fantastic is that the technology available to us such as chat and AI options that dovetail with our ticketing and CRM solutions allow us to understand our customers preferences and deliver the services in a new way.
How do you see INTIX leading the way into the future of ticketing?
INTIX leads the way by providing a platform for conversation, for education and for access to technology. It is a space for sharing ideas, meeting and revisiting colleagues and friends and exploring the possibilities for growth within our industry. The INTIX membership, which covers all aspects of the live entertainment space and welcomes anyone who contributes to this industry. As an International member, I learn from other members daily and we share the differences in our cultures and ways of working, what better way to ensure the future.
What’s your favourite INTIX memory?
My favourite INTIX memory was in 2017 at the New Orleans conference, I was one of only three Australians attending the conference and I remember ending up in a conversation with people from several Broadway theatres, Cirque du Soleil and others and it was fantastic as we were all there for the same reason, Ticketing. It was later that night, after the INTIX Bash, when Angela Gahan and I decided to try and bring a conference back to Australia. We formed a company and I am proud to say that in November 2019 the Australian Ticketing Professionals Conference will take place.