The biggest complaint at any reasonably sized event is the queue, queue at the entrance, bar, toilets, cloakroom, etc. Some queues simply can't be avoided, for example after an artist finishes there may be a rush to the bar. Customers want to be served instantly and any length of waiting time can cause a negative impact on your event you have spent so long organising.
1. Visualise the venue with a detailed site map
The first step in your on-site planning is to create a detailed, to-scale sitemap of your entire venue. That includes planning not only where each trader, stage, and toilet will go, but also where there will be overflow space or a secure location to store cash and other valuables. Do a walk-through of where the main attractions will be at different times of the day. Make sure the walkways and spaces are big enough to accommodate the expected crowds.
Keep in mind that traders and performers will need their own entry points to get equipment in and out of the event. Backstage areas, Catering, loading areas, all the unseen parts of the event need careful planning, too.
2. Plan entry flow
The entrance to the festival is where lines and crowds are most likely to form. Again, map out the traffic flow, starting from the parking lot or public transit stop, all the way through the gates to the traders or stages.
Create a strategy ahead of time for managing your biggest rush of scanning tickets. Think about how you’ll staff up, and how you’ll adjust according to the size of the crowds. Make sure there is some sort of barrier to funnel customers smoothly into your scanning point. And put security ahead of ticket scanning. Checking bags takes longer than checking tickets.
3. Coordinate on-site staff
A vital part of planning a smooth event experience is staffing entry points and customer service locations within the event. After you’ve delegated staff, make sure the staff are well briefed. Then assign each individual a specific task to avoid confusion on the day.
You’ll want dedicated team members to check wristbands, IDs, and bags to keep the lines moving. Hire line shouters to make sure people are in the right lines and have their IDs or tickets ready. Assign another staff member who has experience using your event technology to help troubleshoot at the gate.
And don’t forget about security as you assign roles and responsibilities to your event staff. Make sure security knows exactly how and what you want them to be searching for. Most importantly, make sure there’s enough of them — hopped fences not only mean lost revenue, they can mean potentially dangerous overcrowding.
4. Get the right scanning equipment
In addition to trained, motivated staff, your success will depend on having the right equipment — and knowing how to use it. Your scanning equipment needs to quickly process a large volume of customers at the event entrance.5. Be flexible with your plans on the event day
The day of your event is finally here, but your planning isn’t done. Conduct a quick, last-minute training on the equipment and layout of the event. Walkthrough the whole site to make sure equipment was unloaded and set up according to plan. Ensure emergency exits aren’t blocked, and go over contingency plans with your staff.
Throughout the day, continue to monitor key areas like scanning points, cash ticket sales, and total scanned in. Real-time monitoring allows you to adjust your strategy and redistribute resources or traffic flow as needed.
Get all these points planned out and you’ll have a fun, problem-free event your customers will rave about for the rest of the year.
