In Answer to a Question from Obama NYC

What could have been done differently in Brooklyn?

That's what I was asked by the Obama NYC staffer during our phone conversation. I'd finally like to answer that question here.

I realize that I'm posting this as a reminder to myself, more than for anyone else, and ask your indulgence. This blog is a space to create a sort of public record of personal concerns for a very public effort, and I'm loathe to omit these observations.

I aspire to tilt this blog toward reporting on opportunities to change the future, rather than critically dissect the past. In the interim, I'll spend one more post offering a few tactical suggestions that could be applied to future events.

These aren't secrets, and they're not things that took me nights of reflection to invent. These strike me as good politics, good business practices, and just good sense.

I'm going to overlook the most obvious answer, which is simply: Do not admit people without tickets to a sold-out event when you have a line full of people who have already purchased tickets to said event. I will start with a theoretical problem based on what they claimed caused them difficulty.

Problem: People arrive at a sold-out, ticketed event without tickets, in the company of ticket-holding supporters, and we don't want to turn anyone away.

Option 1: Create a stand-by line. Graciously explain that it is a sold-out event, but offer them the option to wait. If there's room after all donors who have pre-paid are in, start collecting donations and fit as many people as the law will allow.

While people are waiting in line, break out the clipboards (or, better yet, a laptop) and sign them up as supporters. Offer to alert THEM about the next time Barack will come to town. Have literature on hand to distribute to them while they wait. Consider having some merchandise on hand to sell them for their donations. No one has to walk away empty-handed.

Option 2: Have spill-over rooms reserved expressly for people without tickets. If you suspect that you are going to have people arriving who don't have tickets and you know that you'll want to accommodate them in some fashion, create the capacity to do it. You don't have to undersell the main room (that could look bad), but you can risk spending money on extra space.

Problem: We've misjudged the room's capacity, let in too many people, and have a sidewalk full of donors holding tickets that should guarantee them entry. Many of them have been waiting for more than an hour, but we have to turn them away.

Option 1: Be prepared to offer on-site refunds. If you ever doubt that you will be able to give someone what you've promised them in exchange for taking their money, be prepared to give them their money back. Nothing will do more to encourage people to tell you to keep their donation than for you to demonstrate that you respect for its value.

Option 2: Go to the hotel copy center and create a few hundred IOU flyers. If you can't put money back in people's hands, you better give them something.

Put down the basics of your message (admission to future event or refunds available, details to follow), someone's name and contact information specific to this issue, and a basic apology. If that appears on page one of the next day's New York Times, you'll have nothing to be ashamed of but your original mistake anyway.

Option 3: Give away Obama merchandise. Let the celebrity (rock star) comparison be an asset. We're a materialistic, consumerist nation. Even those of us who hope for change and care about the environment.

Want to placate people? Give them a button. Give them a sticker. Give them a sign.

It's not that hard to make people happy. Spend a little money to offset your mistake. Everyone in that line knows you have $50 million and don't forget that.

Enough already. There are more $25 per ticket events scheduled around the country, and I hope that better event planning supports them.