I’d do anything to skip a line. Wouldn’t you?

I travel a lot, and thanks to the international success of My First Time, and my love of London, I find myself crossing a lot of borders.  And as many of you know, I’m sure, there is nothing worse than getting off an 8+ hour flight home to find a huge line at customs and immigration when you’re oh so close to your own apartment and own bed.

Last time I re-entered the US through Newark, I noticed this guy walk right up to an ATM-like machine, slap his passport down, put his fingers on a scanner, and then scoot right past the long line and into the arms of his awaiting family.

It’s called Global Entry.

I felt like I was 10 years old again and saw my best friend playing with Pac Man on his new Atari.  All I could think was, “I want that.”

A chance to skip a line?  A chance to get through a process faster?   Sign me up.   No matter what the cost.

So I did. I paid $100 bucks, went through a background check and an interview at JFK by Customs and Border Patrol Officer Poluzzo (nice guy – I promised to get him tickets to any show except Book of Mormon).  And now I can speed through customs like a greased Pac-Man.

The US border isn’t the only place I’ll pay to skip a line.  I go to Six Flags with my entire staff, the casts of my shows, etc., every year on my birthday as our office retreat, and you can bet your Blinky I’m the first in line for a Flash Pass.

And this got me thinking.

First of all . . . how come we can go through customs and immigration with an ATM but we still can’t buy tickets with one?  Grrrrr.  But that’s not what this blog is about . . .

More on topic is . . .

What else can we offer to our customers to make their ticket buying or show going experience easier that they might want to pay for?   Or what extra value can we give to full price buyers to speed up their process, thereby encouraging more people to rely less on discounts?

Do full price buyers get seated in the theater first?  In larger venues, can certain sections of the house have their own restrooms?  What about separate windows at box offices for those people paying for premium tickets?  Valet parking for subscribers?

One of the challenges we face in the age of on-demand entertainment everywhere is that in order to enjoy going to the theater . . . you actually have to go to the theater.  And sometimes, like customs and immigration, that can be a necessary but no-fun part of the process.

It’s our job to find ways to make that process easier, especially for our frequent “travelers.”

And if we discover what bugs these folks most, I bet we’ll also find that some would even pay for a better, faster experience.

Side note:  Surprise, surprise, but Customs and Border Patrol happen to be a great bunch of marketers. The first question Officer Poluzzo asked me when I sat down for my interview wasn’t, “Have you ever been convicted of a felony?” That was his second question.  His first was . . .

“How did you hear about Global Entry?”


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Ken created one of the first Broadway podcasts, recording over 250 episodes over 7 years. It features interviews with A-listers in the theater about how they “made it”, including 2 Pulitzer Prize Winners, 7 Academy Award Winners and 76 Tony Award winners. Notable guests include Pasek & Paul, Kenny Leon, Lynn Ahrens and more.