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We had a similar problem several years back.  Our first step to solving it was developing a base line.  Historical data showed that we had an annual no show rate of 2.6%.  We toughened up our reservation/deposit/cancellation policy, requiring a 20% deposit for group reservations with forfeiture of the deposit for a no show.  We then follow up with phone calls.  We will book a reservation and allow them to send the deposit in.  We cancel the reservation, with notice, if we don't get the deposit.  

An interesting side note is that we keep an "evil" list of the groups that no show.  At first we would consult the list and if they appeared we would require the deposit in advance. The excuses, denial and anger that came from those on the list was such that we discontinued the advanced deposit requirement.  We still counsel those on the list; however, they are not punished.  

Last year's no show rate was 1.24%  1.5% is acceptable for us.  Focusing on fewer no shows will result in poor customer service and lower attendance.  Keep in mind that the only way you can eliminate no shows is to stop taking reservations. 

Richard Pugh
Manager of Retail Services
Pink Palace Family of Museums
Memphis, TN
www.memphismuseums.org

>>> Signe Pereira <[log in to unmask]> 4/21/04 9:03:19 AM >>>

Good Day All!

In the interest of simplicity and not cramming your e-mail boxes I'm
posing two questions for you all.

1)  I have recently experienced several no-shows for workshops.
Aside from having groups pay in advance, could you tell me how this
has been handled at your institution?

2) I am currently working to design a day long workshop with the
Elder Hostel Group.  There is a  10-12 morning session, a 12-1
curator lecture, Lunch, and afternoon tours of our 2 satellite
galleries.  I am interested in suggestions for the morning session.
I will be doing a tour of our Main Museum Galleries but if anyone has
worked with Elder Hostel or if your Institution has any Senior
Citizen Programs I'm very interested in hearing what you have done.

Thank You,

Cheers!
--
Signe Pereira, M.Ed.
Education Coordinator
MIT Museum
265 Massachusetts Ave.
Cambridge, MA  02139
Tel: 617-253-9607
Fax: 617-253-8994
http://web.mit.edu/museum/ 

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message  SIGNOFF ISEN-ASTC-L in the BODY of a message to
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