The moment someone walks through your venue's doors, you can feel it: they’re carrying expectations, nerves, excitement, and a very specific picture of how the night should go. We sit down with Ashley Voorhees, VP of Patron Services at Omaha Performing Arts, to talk about what happens when venues treat patron services as far more than ticketing and treat every touchpoint as part of the show.

We dig into the real mechanics of building loyalty in live events and performing arts: the “know before you go” communication that prevents a bad parking experience from souring a great performance, the power of active listening when a patron is frustrated, and why flexible policies often create more long-term value than rigid rules. Ashley shares how empowering staff with de-escalation training, coaching, and scenario practice turns customer service into confident, cross-department problem-solving.

We also explore accessibility as experience by design, including Omaha Performing Arts’ Sound Shirt testing and how inclusive planning affects everything from reservations and sizing to arrival logistics and promotion. Then we look forward: one-click buying patterns, 24/7 purchasing behavior, frictionless entry, and the privacy questions that come with emerging technology in arts and culture.

If you care about audience development, customer experience, accessibility, and the future of ticketing, hit play and take notes. Subscribe, share this with a colleague, and leave a review telling us what detail venues still underestimate.

Recorded Friday, September 25th, 2026
Hosts: Damian Bazadona, CEO & Founder, Situation & Maureen Andersen, President & CEO, INTIX
Guest: Ashley Voorhees, Vice President of Patron Services at Omaha Performing Arts
Producer: Peter Yagecic, Founder, A Mind at Work