1stBalconyBooks

Hjem
Danmark
Copenhagen
1stBalconyBooks

Welcome to 1stBalconyBooks. We are a publishing company, resident in the danish capital Copenhagen, founded by author Maria Christensen.

We develop and publish customer service training books. Visit Amazon: Act 1 opens with you
for more information

21/01/2026

Welcome to my/1stBalconyBooks page🤗.

This page is currently not being updated with new posts, due to the busyness of my daily work at Christiansborg Palace.
Although I am not active here, I am still very active working with audience service in my daily work, where I practice exactly
what I preach about audience service.

The previous posts on this page are still very relevant, and I still also do lectures on audience service, based on my book🤓📖👍
in Denmark and Europe.

You can read much more about these lectures on my/1stBalcony Books website.

Best regards
Maria

30/11/2024

Customer service is fundamentally about insight and understanding of human behavior. A complicated and extensive science in itself 🤓📚
.. and then, from time to time, it happens that clever minds, with very few words, can boil it all down to one sentence 🤩

My favorite (visitor services 😉) quote:

23/11/2024

You can go a long way with a free gesture 🤔

Studies show that it is not about the actual value of a free gesture. It is said that we as humans unconsciously react very positively to a free gesture, just because something positive happens to you 🤩👏

So, the next time you want to spoil your audience, for example at a premiere night, why not give them with a free bottle of water at the entrance to the hall, or perhaps a small box of cough pastilles 😉

A free gesture, such as a drink at the bar or an upgrade of the seats in the hall, in connection with dealing with complaint, is also a very good idea, as the audience will feel welcomed and know that you are prepared to compensate for an unfortunate experience ❗

I was very excited when I met this (picture 1) free gesture at a hotel in Berlin, a Candy Bar for free use. This initiative doesn't cost them much money, but I immediately had a positive attitude towards the hotel ... and I did probably pass by more than once 🙈😁
.. I have the habit of including some cough pastilles, when I send out my book to customers ... the options are many (picture 2) ✔

16/11/2024

Are you working on a tight budget, at your venue? 🤔 Don´t worry, you can still work on improving your customer service❗

… and although working with your customer journey can be quite complicated, there is still simple ways to move forward.

Like it has been suggested here in a very funny way, by the American customer service expert Shep Hyken 😀🤷‍♀️

09/11/2024

Successful customer journeys are when everything works 🎶🎷👌

From cleaning to interior design in the foyer and the service training of foyer employees. If you have worked thoroughly with audience experience – that is, from every aspect, so that everything plays harmoniously together, the audience will not be able to avoid having a good evening ✔

Just as a conductor is vital for the musicians in a symphony orchestra to express the music as harmoniously as possible and in the same interpretation and direction, you must work with your various “instruments” to create harmony in the audience’s experience in the foyer.

Staying in that universe, the guide “Act one opens with you” is divided into a symphony orchestra line-up, where the oboes, violins and all the other instruments that are part of the orchestra are replaced with items that create the best conditions for successful and service-minded customer journey 🤓👍

30/10/2024

Went to beautiful Malmö 🤩 in Sweden today, as I was booked to give a lecture followed by a workshop, for a museum in the city.

It is always such a great pleasure to travel around and meet other colleagues in the industry, also outside Denmark’s borders, especially if we can talk about visitor services 😉

26/10/2024

… about dealing with complaints 😨

As a visitor service employee, it is inevitable that you will find that one or more visitors are dissatisfied with the experience or the external setting from time to time. It is therefore important that you are prepared for when a visitor approaches you with a complaint – so that when it happens, you know exactly what to do.

As the person who receives a complaint, you can either be part of the solution or contribute to the problem, and you should, of course, strive to be part of the solution – and even if you can’t always help, it is important that you show courtesy and understanding in every single complaint.

Here are a few things to remember 👀👍:
* Always listen without interrupting the visitor – and listen with open body language (for example, never cross your arms)
* Keep a friendly and professional tone, do not get carried away by the visitor’s anger, keep calm
* Take the complaint seriously
* Be loyal to your workplace – never demean the employer
* Show empathy and say you are sorry that the visitor has had an unfortunate experience

In the guide “Act 1 opens with you” you will find many more good advice – as well as some things you should avoid doing 🤓📚✔

12/10/2024

… fun facts about body language 📚🤓

Body language is a form of communication without words. Before you start talking to another human being, your body is already in the process of expressing emotions and revealing what kind of a mood you are in.

It is extremely difficult to control and manage body language and express anything other than what you are feeling in a given situation – but it is possible to practice discipline and use your body language consciously, and that ability can be of huge benefit to a service employee ✔👍

The most important thing is that you are aware that it matters! It matters how you stand, where your hands are, and how your posture is. It all sends unconscious signals to the audience about whether you are present and ready to help them.

05/10/2024

✨Everything communicates ✨

From cleaning to interior design in the foyer and the service training of foyer employees. If you have worked thoroughly with audience experience – that is, from every aspect, so that everything plays harmoniously together, the audience will not be able to avoid having a good evening.

Just as a conductor is vital for the musicians in a symphony orchestra to express the music as harmoniously as possible and in the same interpretation and direction, you must work with your various “instruments” to create harmony in the audience’s experience in the foyer.

It is said that the conductor is the composer’s ambassador – in that same vein, you are the venue’s ambassador, who, from your base in the foyer, helps to bring together the venue’s efforts to maximize the experience for its audience 🎭👍

14/09/2024

Successful customer journeys contribute to customer loyalty and preference ✔🤩
.. and when I look for inspiration about customer loyalty, there is one book I always return to. It is “Lovemarks” by former CEO of Saatchi & Saatchi, Kevin Roberts. The first edition was published in 2004 and has since then been translated into 17 languages and published in an updated version, with the addition of several chapters. The book has now become an icon within branding/customer loyalty and has achieved great recognition 🤓👏

The book leaves you with the following thought:
Imagine if you could build customer loyalty for your company, like a football club, a beer brand, or a cola. In all cases, the customer's choice is no longer guided by reason, but by the emotions surrounding the product. Neither price nor other similar competitive parameters can change the customer's choice 😍

A Lovemark can also be a venue. A place where the audience prefers to come. A place where they know that their night out always will be a success, no matter what, because everything before and after the show works beautifully 🎭👌

07/09/2024

Last time I went to London, I spent three inspiring and wonderful days, meeting English colleagues at The Royal Opera House and Royal Albert Hall and I brought back lots of visitor service inspiration 😘👍

I stayed at Premier Inn hotel, near by the London Eye, and I just love the way they communicate and their level of customer service. Their staff is very well trained, and these pictures shows posters hanging in the hotel corridors.

I am a fan of how they ask me to respect their employees and the other guests, all with a bit of humor 🤩👌

31/08/2024

You are in no doubt of what this pictogram shows the way to … right? 🤔😂

Wayfinding at venues, is an eternal source of concern for most employees, working in the visitor service department. There is so much you would like to show the way to, and so much information you would like to give to your visitors, preferably in several languages.

Unfortunately, it often ends up with an enormous number of signs, some looking very homemade, and your visitors will often overlook all of them ↪❓👀.

That is why, using pictograms is a good idea. They speak an international language and need no translation. This pictogram was seen in Illum Rooftop in Copenhagen. It catches your eye, and is elegantly executed and very funny to! 😉👍

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