1 00:00:00,200 --> 00:00:02,880 Speaker 1: Welcome to an all new episode of her Playbook. Her 2 00:00:02,920 --> 00:00:06,560 Speaker 1: Playbook podcast is presented by Kendra Scott. Game Day Just 3 00:00:06,680 --> 00:00:09,719 Speaker 1: Got Personal. Find your winning look at Kendra Scott where 4 00:00:09,760 --> 00:00:13,840 Speaker 1: team spirit meets personal style. Shop jewelry, accessories and more 5 00:00:13,880 --> 00:00:16,880 Speaker 1: at your New York area Kendra Scott store or online 6 00:00:17,079 --> 00:00:20,360 Speaker 1: at kendrascott dot com. I'm Madeline Burke and I am 7 00:00:20,440 --> 00:00:24,000 Speaker 1: thrilled to be joined by Marla Ostrov on this episode, 8 00:00:24,120 --> 00:00:27,280 Speaker 1: the managing director of North America at Ticketmaster. Marla, First 9 00:00:27,280 --> 00:00:28,600 Speaker 1: of all, thank you so much for taking the time. 10 00:00:28,760 --> 00:00:31,880 Speaker 2: Oh, thank you fjoring being here, having you here. 11 00:00:32,040 --> 00:00:34,400 Speaker 1: It's such a cool space. And thank you for hosting 12 00:00:34,479 --> 00:00:38,280 Speaker 1: us here in New York City. You've been in the 13 00:00:38,280 --> 00:00:41,400 Speaker 1: ticketing industry for over thirty years. First of all, how 14 00:00:41,440 --> 00:00:44,560 Speaker 1: did that start? I love the story of a young 15 00:00:44,640 --> 00:00:47,520 Speaker 1: bartender at college, kind of having a Kismet conversation. 16 00:00:48,880 --> 00:00:51,720 Speaker 2: Yes, well, you know, first of all, in college, I 17 00:00:51,800 --> 00:00:55,520 Speaker 2: was really interested in sports, like I'm a big spectator 18 00:00:55,560 --> 00:01:00,680 Speaker 2: sport fan. Did not play basketball or football for that matter, 19 00:01:00,800 --> 00:01:04,080 Speaker 2: in college, but I played basketball in high school. So 20 00:01:04,120 --> 00:01:06,120 Speaker 2: when I got to college, really interested in it. But 21 00:01:06,160 --> 00:01:08,800 Speaker 2: I needed to work part time and I needed to 22 00:01:08,880 --> 00:01:11,880 Speaker 2: do my studies. So I ended up working at a 23 00:01:12,040 --> 00:01:15,080 Speaker 2: bar where a guy who was really involved in the 24 00:01:15,160 --> 00:01:19,080 Speaker 2: university and really involved with the basketball program. He would 25 00:01:19,080 --> 00:01:22,600 Speaker 2: come in every day, not drink, he would clean my tables. 26 00:01:23,040 --> 00:01:24,720 Speaker 2: He would talk to me and say, I love the 27 00:01:24,760 --> 00:01:27,200 Speaker 2: fact that you study and you're doing this at the 28 00:01:27,240 --> 00:01:31,360 Speaker 2: same time. And he said, I'd love your personality. And 29 00:01:32,280 --> 00:01:34,080 Speaker 2: he just said one day I'm going to hire you. 30 00:01:34,240 --> 00:01:36,400 Speaker 2: And I found out what he did, and he worked 31 00:01:36,400 --> 00:01:41,080 Speaker 2: in ticketing, and I went away and went to Europe 32 00:01:41,160 --> 00:01:45,480 Speaker 2: after college, and he then found me and said I 33 00:01:45,520 --> 00:01:47,840 Speaker 2: need you to go to New York and interview for 34 00:01:47,880 --> 00:01:49,800 Speaker 2: a job. And that was it. 35 00:01:50,120 --> 00:01:53,840 Speaker 1: Wow. And now, I mean, over three decades later, you've 36 00:01:53,880 --> 00:01:58,280 Speaker 1: seen so much evolution in the ticketing space, watching it 37 00:01:58,320 --> 00:02:02,240 Speaker 1: evolve from paper ticket to digital and when you look 38 00:02:02,360 --> 00:02:04,960 Speaker 1: at all the transitions over the years, what has been 39 00:02:04,960 --> 00:02:07,080 Speaker 1: the most surprising change for you? 40 00:02:08,720 --> 00:02:12,200 Speaker 2: Well, I think the biggest change was when we really 41 00:02:12,280 --> 00:02:15,160 Speaker 2: went to the internet and started selling tickets on the internet. 42 00:02:15,160 --> 00:02:19,240 Speaker 2: And that is when Ticketmaster was primarily owned by Paul 43 00:02:19,320 --> 00:02:24,400 Speaker 2: Allen from Microsoft, and he and Fred Rosen are chairman 44 00:02:24,480 --> 00:02:28,720 Speaker 2: at the time, really pushed to get the clients even 45 00:02:28,800 --> 00:02:31,440 Speaker 2: comfortable with the idea of people are going to be 46 00:02:31,480 --> 00:02:35,800 Speaker 2: putting credit cards online. So it was a huge transition 47 00:02:36,200 --> 00:02:38,920 Speaker 2: and that's been the exciting part for me is seeing 48 00:02:39,720 --> 00:02:43,120 Speaker 2: the teams and the even on the concert and. 49 00:02:43,120 --> 00:02:46,239 Speaker 3: Theater side, how they've evolved. 50 00:02:45,800 --> 00:02:48,960 Speaker 2: From going on the internet feeling comfortable with that, to 51 00:02:49,040 --> 00:02:52,880 Speaker 2: then going to paper tickets, to then going to digital 52 00:02:52,919 --> 00:02:55,720 Speaker 2: tickets and now we're going into the world of AI 53 00:02:55,919 --> 00:02:58,080 Speaker 2: and that can open up a lot more as well. 54 00:02:58,280 --> 00:03:00,680 Speaker 1: Yeah. Well, and you mentioned too that the comfort level 55 00:03:00,720 --> 00:03:02,799 Speaker 1: of putting a credit card in is something new, and 56 00:03:02,960 --> 00:03:05,520 Speaker 1: you know, each new frontier poses new challenges, right you 57 00:03:05,560 --> 00:03:08,359 Speaker 1: go from waiting around the block in a long line 58 00:03:08,440 --> 00:03:12,080 Speaker 1: to you know, a long queue or dealing with bots 59 00:03:12,200 --> 00:03:15,760 Speaker 1: or what have you. How do you continue to navigate 60 00:03:15,800 --> 00:03:18,560 Speaker 1: the different challenges that come up with each new iteration 61 00:03:18,800 --> 00:03:20,200 Speaker 1: of the growth. 62 00:03:20,480 --> 00:03:22,960 Speaker 2: Yeah, well that's you know, when I look at Ticketmaster 63 00:03:23,280 --> 00:03:26,560 Speaker 2: has been around for a long time, and part. 64 00:03:26,400 --> 00:03:28,720 Speaker 3: Of it is because we have to always be ahead 65 00:03:28,720 --> 00:03:28,960 Speaker 3: of that. 66 00:03:29,720 --> 00:03:34,080 Speaker 2: And it is complicated because if you're sitting at your computer, 67 00:03:34,240 --> 00:03:38,040 Speaker 2: you don't really realize how many people want that show, 68 00:03:38,080 --> 00:03:40,120 Speaker 2: and you think I want to go to that show 69 00:03:40,320 --> 00:03:42,960 Speaker 2: or I really want to go to that game, and 70 00:03:43,240 --> 00:03:44,520 Speaker 2: you don't understand. 71 00:03:44,080 --> 00:03:46,520 Speaker 3: That there are other people who also are. 72 00:03:46,360 --> 00:03:49,160 Speaker 2: Interested in that. And so I think for us, it's 73 00:03:49,200 --> 00:03:52,240 Speaker 2: also being now transparent to show people how many people 74 00:03:52,280 --> 00:03:55,360 Speaker 2: are in the queue. It might be daunting and upsetting 75 00:03:55,440 --> 00:03:58,400 Speaker 2: to know that there are probably twenty thousand other people 76 00:03:58,480 --> 00:04:01,000 Speaker 2: or maybe more who want to go, But at the 77 00:04:01,040 --> 00:04:05,400 Speaker 2: same time, I think being transparent and then and being 78 00:04:05,440 --> 00:04:09,960 Speaker 2: able to tell people who are purchasing tickets, here's the reality, 79 00:04:10,160 --> 00:04:14,080 Speaker 2: here's what the stadium holds. Having people understand our business 80 00:04:14,120 --> 00:04:17,760 Speaker 2: a little more, because I think we've so many times 81 00:04:17,760 --> 00:04:21,680 Speaker 2: sold out so many big events that it becomes sort 82 00:04:21,680 --> 00:04:26,080 Speaker 2: of like expected. And at the same time, there's even 83 00:04:26,440 --> 00:04:29,240 Speaker 2: from my when I started, there are people who try 84 00:04:29,240 --> 00:04:33,120 Speaker 2: to gain the system, and they try to whether they 85 00:04:33,200 --> 00:04:36,560 Speaker 2: used to stand at ticket outlets and put people there 86 00:04:36,640 --> 00:04:39,480 Speaker 2: to buy tickets, whether they put people on the phone 87 00:04:39,520 --> 00:04:41,480 Speaker 2: to try and get them through phone orders back when 88 00:04:41,520 --> 00:04:45,000 Speaker 2: we did that, to now having people online or through 89 00:04:45,040 --> 00:04:48,880 Speaker 2: bots trying to get tickets. So we have a huge 90 00:04:48,960 --> 00:04:54,000 Speaker 2: group that just deals with bod control security because that's 91 00:04:54,040 --> 00:04:57,000 Speaker 2: always you know, a ticket is a very hot commodity. 92 00:04:58,040 --> 00:05:02,440 Speaker 2: It's a passionate purchase. Different than buying anything else online. 93 00:05:02,640 --> 00:05:05,320 Speaker 1: Yeah, it's an experience, it's a memory that you're buying. 94 00:05:05,839 --> 00:05:10,039 Speaker 1: I'm always curious to how are price points decided? Is 95 00:05:10,080 --> 00:05:12,880 Speaker 1: that something that you work with an artist, a team, 96 00:05:13,000 --> 00:05:15,520 Speaker 1: a venue on Is that something that's the supplying de man. 97 00:05:15,640 --> 00:05:18,240 Speaker 1: How does the price of a ticket get decided? 98 00:05:18,880 --> 00:05:23,839 Speaker 2: Good question, because contrary to popular belief, the team or 99 00:05:23,880 --> 00:05:27,560 Speaker 2: the artist decides the ticket price. It's always their decision 100 00:05:27,640 --> 00:05:31,600 Speaker 2: what they're going to charge. So, you know, teams make 101 00:05:31,640 --> 00:05:35,320 Speaker 2: a decision every year as to how their ticket prices 102 00:05:35,320 --> 00:05:37,960 Speaker 2: should be laid out, and an artist, as they go 103 00:05:38,040 --> 00:05:41,200 Speaker 2: on tour decides the same thing. And I think that 104 00:05:41,440 --> 00:05:44,520 Speaker 2: people have seen prices go up. Some of it might 105 00:05:44,560 --> 00:05:46,960 Speaker 2: be that an artist or a team is putting more 106 00:05:47,000 --> 00:05:47,679 Speaker 2: money into. 107 00:05:47,520 --> 00:05:49,719 Speaker 3: The product, whether it's the players, whether it's. 108 00:05:49,560 --> 00:05:53,599 Speaker 2: The stadium, or in the case of a concert, it 109 00:05:53,720 --> 00:05:56,119 Speaker 2: might be that the you know, an artist like Billie 110 00:05:56,160 --> 00:05:59,960 Speaker 2: Eilish might have twelve trucks to put everything on her 111 00:06:00,120 --> 00:06:05,000 Speaker 2: stage and do an incredible concert, and that costs money, 112 00:06:05,200 --> 00:06:08,799 Speaker 2: so you know, they too want have to be paid 113 00:06:08,839 --> 00:06:11,280 Speaker 2: for what they're doing and putting on this incredible event. 114 00:06:12,440 --> 00:06:16,160 Speaker 2: I just think that also because of resale, and sometimes 115 00:06:16,160 --> 00:06:18,760 Speaker 2: it's blurry to people when they're going on resale sites 116 00:06:18,800 --> 00:06:21,760 Speaker 2: as to what is the artist or the team's price 117 00:06:21,880 --> 00:06:24,560 Speaker 2: versus what is someone reselling that ticket. 118 00:06:24,760 --> 00:06:28,520 Speaker 1: Yeah, no, that's interesting and it's such a different experience 119 00:06:28,560 --> 00:06:31,400 Speaker 1: for the consumer for each one. Ticketmaster also recently got 120 00:06:31,440 --> 00:06:35,360 Speaker 1: into Broadway and theater earlier this year in a different capacity. 121 00:06:35,920 --> 00:06:39,760 Speaker 1: How would you characterize the different experience with Ticketmaster and 122 00:06:39,800 --> 00:06:45,200 Speaker 1: working with you know, a sports team, a musician, Broadway show. 123 00:06:45,279 --> 00:06:47,160 Speaker 1: How is that a different approach? 124 00:06:47,400 --> 00:06:48,680 Speaker 3: Yeah, you know, it's. 125 00:06:48,800 --> 00:06:52,720 Speaker 2: So it's interesting. We have well, we have been working 126 00:06:52,760 --> 00:06:57,080 Speaker 2: with Broadway for a long time. The difference now is 127 00:06:57,360 --> 00:07:00,159 Speaker 2: we actually have more theaters that we sell for broad 128 00:07:00,880 --> 00:07:04,320 Speaker 2: So not only do we sell you know, we were 129 00:07:04,440 --> 00:07:09,000 Speaker 2: selling about ten theaters. Now we're selling over forty some theaters. 130 00:07:09,600 --> 00:07:14,000 Speaker 2: And with that we're able to, you know, again because 131 00:07:14,040 --> 00:07:18,480 Speaker 2: our brand is sort of ubiquitous with you know, in 132 00:07:18,520 --> 00:07:21,640 Speaker 2: many markets across the country. With oh I'm going to 133 00:07:21,720 --> 00:07:25,080 Speaker 2: look for entertainment, like I'm looking at Amazon for maybe 134 00:07:25,120 --> 00:07:27,880 Speaker 2: a product, I'm looking at entertainment, I'm gonna go to Ticketmaster. 135 00:07:28,440 --> 00:07:31,440 Speaker 2: So someone in Ohio might look at Ticketmaster to go 136 00:07:31,480 --> 00:07:34,920 Speaker 2: to Broadway and so we're able to bring more eyeballs 137 00:07:35,280 --> 00:07:37,720 Speaker 2: to people who are coming to New York. But we 138 00:07:37,800 --> 00:07:41,240 Speaker 2: also sell theater across the country. So we have probably 139 00:07:41,240 --> 00:07:45,440 Speaker 2: about a few hundred theaters that we do season tickets with. 140 00:07:45,920 --> 00:07:49,400 Speaker 2: And that's why. It's actually very similar to sports, and 141 00:07:49,440 --> 00:07:53,440 Speaker 2: many times we actually put together our sports and theater 142 00:07:53,520 --> 00:07:57,040 Speaker 2: clients because they're dealing with the same kind of things 143 00:07:57,080 --> 00:07:59,680 Speaker 2: when they're talking about what they can offer. 144 00:07:59,480 --> 00:08:02,080 Speaker 3: Their season ticket holders. 145 00:08:01,360 --> 00:08:06,360 Speaker 2: As part of you know, what added benefits can they 146 00:08:06,400 --> 00:08:09,000 Speaker 2: have as being a season ticket holder. It doesn't matter 147 00:08:09,040 --> 00:08:11,520 Speaker 2: if it's theater or sports. It's very very similar. 148 00:08:11,720 --> 00:08:13,920 Speaker 1: Yeah, it's so unique too to be a part of 149 00:08:14,000 --> 00:08:18,280 Speaker 1: a company, of an organization that has such a solid brand. Right. 150 00:08:18,320 --> 00:08:21,800 Speaker 1: Ticketmaster is a name that you'd say and everyone knows 151 00:08:21,840 --> 00:08:23,880 Speaker 1: what you're talking about. I think most of us have 152 00:08:24,000 --> 00:08:26,440 Speaker 1: the app on our phone and have used it to 153 00:08:26,520 --> 00:08:30,040 Speaker 1: buy and experience a ticket to an event, a game, 154 00:08:30,160 --> 00:08:33,440 Speaker 1: a concert, or whatnot. It's one thing to get to 155 00:08:33,480 --> 00:08:35,920 Speaker 1: that point in an industry, but to stay there and 156 00:08:35,960 --> 00:08:38,640 Speaker 1: to maintain that top spot. What is the secret to 157 00:08:39,520 --> 00:08:42,160 Speaker 1: staying on top once you've established yourself as the. 158 00:08:42,160 --> 00:08:46,000 Speaker 2: Go to Well, you know, we always have competition, and 159 00:08:46,040 --> 00:08:50,080 Speaker 2: I think that like any other company, I think for 160 00:08:50,240 --> 00:08:54,480 Speaker 2: us it's about being really connected to our clients and 161 00:08:54,600 --> 00:08:58,160 Speaker 2: listening to them, understanding what their needs are, and then 162 00:08:58,240 --> 00:09:01,880 Speaker 2: trying to bring them products, new products that are going 163 00:09:01,920 --> 00:09:05,760 Speaker 2: to whether help them get people into their venues or 164 00:09:05,840 --> 00:09:08,440 Speaker 2: whether it's helping a season ticket holder be able to 165 00:09:08,480 --> 00:09:12,720 Speaker 2: transfer their ticket in a different way. Just I think 166 00:09:12,960 --> 00:09:16,560 Speaker 2: you know, for us, it's always about bringing new people 167 00:09:16,559 --> 00:09:19,160 Speaker 2: into our company as well, who are. 168 00:09:18,960 --> 00:09:21,400 Speaker 3: Married up with people like me who have a. 169 00:09:21,559 --> 00:09:25,200 Speaker 2: Passion all my life for ticketing and what we do 170 00:09:25,559 --> 00:09:28,680 Speaker 2: and understand that side of the business with technology, people 171 00:09:29,000 --> 00:09:32,280 Speaker 2: who say, okay, why don't we think about what's the next. 172 00:09:32,080 --> 00:09:34,120 Speaker 3: Best way to purchase a ticket. 173 00:09:33,800 --> 00:09:35,880 Speaker 2: How to make it easier, and how to make the 174 00:09:35,920 --> 00:09:37,680 Speaker 2: fan experience always a good one. 175 00:09:38,280 --> 00:09:40,640 Speaker 1: And when you first got into this industry and into 176 00:09:40,679 --> 00:09:43,080 Speaker 1: this business, it was a very male dominant field and 177 00:09:43,120 --> 00:09:47,439 Speaker 1: it still perhaps is. How have you seen that evolve 178 00:09:47,559 --> 00:09:48,559 Speaker 1: over the years. 179 00:09:48,520 --> 00:09:52,720 Speaker 2: You know, I'd like to see it evolve more. So 180 00:09:52,840 --> 00:09:57,520 Speaker 2: hopefully before I end my career, I will see it 181 00:09:57,640 --> 00:10:00,920 Speaker 2: even grow more because I see so many great women 182 00:10:01,679 --> 00:10:05,200 Speaker 2: that I think would like to be in more senior 183 00:10:05,240 --> 00:10:08,400 Speaker 2: positions in particular in sports, but I see it on 184 00:10:08,440 --> 00:10:11,640 Speaker 2: the concert side of our business as well. For me, 185 00:10:12,520 --> 00:10:15,080 Speaker 2: I didn't even think about it. It's I think about 186 00:10:15,080 --> 00:10:18,840 Speaker 2: this a lot. I didn't even think about going into 187 00:10:18,960 --> 00:10:23,000 Speaker 2: a room with men. I thought more about the fact 188 00:10:23,000 --> 00:10:26,280 Speaker 2: that I was the youngest person, because I think the 189 00:10:26,920 --> 00:10:29,079 Speaker 2: two men that I worked for that had the greatest 190 00:10:29,080 --> 00:10:31,800 Speaker 2: influence on me, because at the time I worked with 191 00:10:31,840 --> 00:10:35,840 Speaker 2: a lot of men were both like, do not think 192 00:10:35,880 --> 00:10:38,160 Speaker 2: about anybody. 193 00:10:37,679 --> 00:10:40,040 Speaker 3: Else but yourself, like say to yourself. 194 00:10:39,640 --> 00:10:43,120 Speaker 2: I can do this, and they never brought up the 195 00:10:43,160 --> 00:10:46,680 Speaker 2: woman word or none of that. So it was more 196 00:10:46,800 --> 00:10:50,120 Speaker 2: about me and what I should be doing. So I 197 00:10:50,200 --> 00:10:54,480 Speaker 2: think that you know, in particular, the first person I 198 00:10:54,520 --> 00:10:58,040 Speaker 2: worked for, who I met at the bar, he really 199 00:10:58,320 --> 00:11:01,400 Speaker 2: was I don't care what people think I'm gonna wear 200 00:11:01,559 --> 00:11:04,480 Speaker 2: if i'm if I want to wear jeans to work, 201 00:11:04,520 --> 00:11:06,960 Speaker 2: I'm gonna wear jeans to work, And back then you 202 00:11:06,960 --> 00:11:09,640 Speaker 2: didn't wear geens to work. He said, people should accept 203 00:11:09,720 --> 00:11:13,880 Speaker 2: you for you, but you need to be really really direct, 204 00:11:14,120 --> 00:11:17,280 Speaker 2: really open, so that people know you and it does 205 00:11:17,280 --> 00:11:22,000 Speaker 2: shouldn't matter who are what you are. So I think 206 00:11:22,040 --> 00:11:26,920 Speaker 2: that for me between him and then, and his name 207 00:11:26,960 --> 00:11:30,000 Speaker 2: was Mark Schoener. And then the other person was Fred Rosen, 208 00:11:30,120 --> 00:11:33,480 Speaker 2: who was a very and is a very direct person 209 00:11:34,040 --> 00:11:37,720 Speaker 2: and he really promoted women men. It didn't matter like 210 00:11:37,840 --> 00:11:40,480 Speaker 2: I didn't see a difference, and he put a lot 211 00:11:40,520 --> 00:11:45,160 Speaker 2: into me and helping me be a more I think, bold, 212 00:11:45,480 --> 00:11:53,000 Speaker 2: emboldened person. And so I see now that when people 213 00:11:53,040 --> 00:11:55,520 Speaker 2: ask well did you ever see a difference, as I 214 00:11:55,559 --> 00:11:58,840 Speaker 2: say to you, I really I really didn't, even though 215 00:11:58,880 --> 00:12:00,840 Speaker 2: I had a couple experien variances where. 216 00:12:00,720 --> 00:12:01,480 Speaker 3: It was brought up. 217 00:12:01,640 --> 00:12:07,600 Speaker 2: Sure I could relay one if you'd like. Yeah, it 218 00:12:07,679 --> 00:12:12,040 Speaker 2: was many years ago. I was with a team president 219 00:12:12,800 --> 00:12:16,320 Speaker 2: and were sitting at the table and negotiating a contract, 220 00:12:16,960 --> 00:12:19,560 Speaker 2: and I had in this probably was now about eighteen 221 00:12:19,600 --> 00:12:23,600 Speaker 2: years ago, and I had a group of men who 222 00:12:23,640 --> 00:12:26,360 Speaker 2: worked for me at the table as well. I was 223 00:12:26,400 --> 00:12:28,679 Speaker 2: the only woman in the room. Again, I didn't really 224 00:12:28,720 --> 00:12:31,160 Speaker 2: think about that. I was thinking more that I really 225 00:12:31,160 --> 00:12:33,520 Speaker 2: didn't know this man. He was old, a little bit older. 226 00:12:34,200 --> 00:12:38,160 Speaker 2: And actually it was longer than eighteen years ago. It 227 00:12:38,200 --> 00:12:41,679 Speaker 2: was probably more like twenty eight. It was probably thirty 228 00:12:41,760 --> 00:12:48,160 Speaker 2: years ago. How time high is? Yeah, and he wouldn't 229 00:12:47,440 --> 00:12:50,400 Speaker 2: he I was like right across, just like you are 230 00:12:51,320 --> 00:12:54,040 Speaker 2: and he was talking, but he was looking at the 231 00:12:54,040 --> 00:12:55,840 Speaker 2: man next to me, and he wasn't looking at me. 232 00:12:56,760 --> 00:12:59,360 Speaker 2: And the man next to me, who was older than 233 00:12:59,400 --> 00:13:03,320 Speaker 2: me worked for me, kicked me and said, why isn't 234 00:13:03,320 --> 00:13:06,000 Speaker 2: he looking at you? And I said, don't worry about it. 235 00:13:06,120 --> 00:13:08,880 Speaker 2: I'll do the talking. We'll get this deal done. I'll 236 00:13:08,880 --> 00:13:13,920 Speaker 2: worry about it later. So got the deal done. Two 237 00:13:13,960 --> 00:13:17,000 Speaker 2: years later, I had to renegotiate with this man and 238 00:13:17,559 --> 00:13:21,319 Speaker 2: came in and he's looking at me the whole time 239 00:13:21,360 --> 00:13:25,240 Speaker 2: I'm talking. He's smiling, he's engaged, and I was like, 240 00:13:25,400 --> 00:13:27,599 Speaker 2: what happened in two years? And I hadn't talked to 241 00:13:27,640 --> 00:13:29,760 Speaker 2: him a lot in those two years, a few times, 242 00:13:29,840 --> 00:13:33,360 Speaker 2: but you know, I've had enough conversation that I felt 243 00:13:33,360 --> 00:13:37,160 Speaker 2: comfortable again just looking at him. And at the end 244 00:13:37,200 --> 00:13:39,520 Speaker 2: of our meeting, he said, you know, Marla, I just 245 00:13:39,559 --> 00:13:42,800 Speaker 2: want to tell you we have a mutual friend. And 246 00:13:42,920 --> 00:13:45,800 Speaker 2: he mentioned the person. And at first I thought, oh gosh, 247 00:13:45,800 --> 00:13:48,560 Speaker 2: what did this person say, because it's sort of it 248 00:13:48,640 --> 00:13:51,120 Speaker 2: was another It was a person I knew in sports 249 00:13:51,160 --> 00:13:55,920 Speaker 2: who was a little had always a lot of strong opinions. 250 00:13:56,200 --> 00:14:00,120 Speaker 2: But he said, you know, Marley, he told me that 251 00:14:00,360 --> 00:14:03,480 Speaker 2: you will always tell me the truth and you have balls, 252 00:14:03,840 --> 00:14:07,400 Speaker 2: And I was like at first, says whoa. And after 253 00:14:07,440 --> 00:14:11,440 Speaker 2: that we had the best relationship. We still do have 254 00:14:11,480 --> 00:14:15,160 Speaker 2: a great relationship, and you know, I sort of asked 255 00:14:15,240 --> 00:14:19,080 Speaker 2: him why he didn't really directly look at me, and 256 00:14:19,080 --> 00:14:21,600 Speaker 2: he said, well, I didn't really know you, and for me, 257 00:14:21,760 --> 00:14:24,000 Speaker 2: he said, I really have to know you. But and 258 00:14:24,040 --> 00:14:27,680 Speaker 2: it wasn't again, it wasn't about what sex I was. 259 00:14:27,840 --> 00:14:30,200 Speaker 2: It was more I think at the time though he 260 00:14:30,240 --> 00:14:33,760 Speaker 2: had never really negotiated with a woman and he had 261 00:14:33,800 --> 00:14:37,040 Speaker 2: to get sort of my seal of approval from this 262 00:14:37,160 --> 00:14:37,760 Speaker 2: other person. 263 00:14:38,920 --> 00:14:40,640 Speaker 3: So it all worked out great. 264 00:14:40,840 --> 00:14:43,440 Speaker 1: Yeah, it's his own comfort level in terms of okay, 265 00:14:43,440 --> 00:14:45,960 Speaker 1: this is a new experience for me, and combined with 266 00:14:46,040 --> 00:14:48,280 Speaker 1: I think you know a lot of women in fields 267 00:14:48,280 --> 00:14:50,320 Speaker 1: that are more male dominant would experience the same thing. 268 00:14:50,360 --> 00:14:52,600 Speaker 1: It's that, okay, it takes somebody else to vouch for 269 00:14:52,640 --> 00:14:56,280 Speaker 1: this person is actually for real to be seen in 270 00:14:56,320 --> 00:14:59,080 Speaker 1: that way. At times. I do like, though, how you 271 00:14:59,120 --> 00:15:02,040 Speaker 1: brought up the just bold and honest conversation and I 272 00:15:02,080 --> 00:15:04,520 Speaker 1: know that in your mentorship of you know, especially of 273 00:15:04,560 --> 00:15:06,880 Speaker 1: younger women, but a lot of people coming up in 274 00:15:06,880 --> 00:15:09,400 Speaker 1: this business that's the point of emphasis for you is 275 00:15:09,480 --> 00:15:14,240 Speaker 1: just being bold, direct, honest. It seems like so simple 276 00:15:14,280 --> 00:15:18,120 Speaker 1: of a concept. But how important is that and how 277 00:15:18,280 --> 00:15:21,400 Speaker 1: you know? Have you seen challenges with that with some 278 00:15:21,440 --> 00:15:22,600 Speaker 1: people coming up in the business. 279 00:15:25,200 --> 00:15:31,360 Speaker 2: Yes, I think that sometimes people hold back because they're afraid. 280 00:15:31,440 --> 00:15:34,840 Speaker 2: They're afraid if they say the wrong thing. And I 281 00:15:34,880 --> 00:15:37,760 Speaker 2: think if you're passionate about you In my case, I'm 282 00:15:37,760 --> 00:15:40,040 Speaker 2: passionate about my clients and I'm passionate about the team 283 00:15:40,080 --> 00:15:42,320 Speaker 2: that I work with, and I always feel like if 284 00:15:42,360 --> 00:15:44,520 Speaker 2: I don't say something, but you just have to know 285 00:15:44,680 --> 00:15:47,560 Speaker 2: when and where to say it. You can't just blurt 286 00:15:47,600 --> 00:15:51,120 Speaker 2: out every time you have a feeling or emotion. But 287 00:15:51,400 --> 00:15:55,760 Speaker 2: I think from a business standpoint, there should be no 288 00:15:55,920 --> 00:15:58,920 Speaker 2: reason that you don't sit down and if you have 289 00:15:59,040 --> 00:16:02,640 Speaker 2: your facts together as to why you're bringing this up, 290 00:16:02,720 --> 00:16:07,560 Speaker 2: and yes it might be very direct, everybody knows where 291 00:16:07,600 --> 00:16:10,360 Speaker 2: you stand. And then I think in my case, I 292 00:16:10,400 --> 00:16:13,000 Speaker 2: think you know the clients I work with know that 293 00:16:13,680 --> 00:16:16,800 Speaker 2: I'm always going to be that person for them, as 294 00:16:16,840 --> 00:16:19,120 Speaker 2: well as I hope the team that I work with 295 00:16:19,200 --> 00:16:21,160 Speaker 2: feels the same way. 296 00:16:21,240 --> 00:16:23,400 Speaker 1: You've become such a force to be reckoned with in 297 00:16:23,440 --> 00:16:27,600 Speaker 1: this industry and have garnered so much respect around it, 298 00:16:28,160 --> 00:16:31,080 Speaker 1: and I find it fascinating how well you balance that 299 00:16:31,280 --> 00:16:35,560 Speaker 1: with also being a mother and the experience it took 300 00:16:35,920 --> 00:16:38,960 Speaker 1: to become a mother. And I think that I mean, 301 00:16:39,000 --> 00:16:40,960 Speaker 1: you were telling me a little bit about this story, 302 00:16:41,080 --> 00:16:45,080 Speaker 1: which I find mind blowing and fascinating. If you don't mind. 303 00:16:44,880 --> 00:16:48,000 Speaker 2: Sharing, sure, sure, because I like to tell people all 304 00:16:48,040 --> 00:16:51,000 Speaker 2: the time. Number one, do not put a time frame 305 00:16:51,040 --> 00:16:55,120 Speaker 2: on anything on yourself, whether it's your career, whether it's 306 00:16:55,160 --> 00:16:58,280 Speaker 2: finding a partner, whether it's having children. Sort of, I 307 00:16:58,320 --> 00:17:01,920 Speaker 2: don't have a time clock in my head. I just 308 00:17:01,920 --> 00:17:04,040 Speaker 2: say sooner or later, these things will happen, and if 309 00:17:04,040 --> 00:17:06,879 Speaker 2: they don't happen, other things will happen to me that 310 00:17:06,960 --> 00:17:09,879 Speaker 2: will be just as fulfilling. And so that was always 311 00:17:09,880 --> 00:17:13,960 Speaker 2: in my head. I'm very fortunate. Everything I'm going to 312 00:17:14,000 --> 00:17:18,840 Speaker 2: tell you about my experience of my pregnancy, I credit 313 00:17:18,960 --> 00:17:23,280 Speaker 2: my partner, my husband, who is an incredible partner for me, 314 00:17:23,400 --> 00:17:26,000 Speaker 2: because I wouldn't be able to have gone through that 315 00:17:26,160 --> 00:17:31,920 Speaker 2: without him. So I know I had challenges getting pregnant. 316 00:17:31,960 --> 00:17:36,400 Speaker 2: I was an older mom, and once I got pregnant, 317 00:17:36,440 --> 00:17:41,240 Speaker 2: super excited, and I had a complication they said I'd 318 00:17:41,240 --> 00:17:44,080 Speaker 2: have to be on bed rest for two weeks at 319 00:17:44,080 --> 00:17:46,879 Speaker 2: the most. They thought maybe a week ended up that 320 00:17:47,280 --> 00:17:51,960 Speaker 2: it wasn't. I was having issues with amniotic fluid on 321 00:17:52,040 --> 00:17:54,119 Speaker 2: one of my twins, which I was having twins, So 322 00:17:54,119 --> 00:17:56,439 Speaker 2: they said, you need to be on bed rest in 323 00:17:56,480 --> 00:17:59,480 Speaker 2: the hospital. So they put me in the hospital. Well, 324 00:17:59,480 --> 00:18:01,520 Speaker 2: I didn't want to anybody at work to know so, 325 00:18:01,680 --> 00:18:03,280 Speaker 2: and I didn't want my clients to know. I was 326 00:18:03,320 --> 00:18:06,200 Speaker 2: in the middle of negotiating. Actually it was twenty five 327 00:18:06,280 --> 00:18:07,399 Speaker 2: years ago right now. 328 00:18:08,000 --> 00:18:08,600 Speaker 3: I was as a. 329 00:18:08,560 --> 00:18:11,240 Speaker 2: Matter of fi, right now, I was negotiating the US 330 00:18:11,320 --> 00:18:14,520 Speaker 2: OPEN and we hadn't had the US OPEN contract. So 331 00:18:15,840 --> 00:18:19,480 Speaker 2: the president of the USTA at the time said to me, 332 00:18:19,760 --> 00:18:21,679 Speaker 2: you really need to come up here to White Planes 333 00:18:21,680 --> 00:18:24,239 Speaker 2: when they had an office there, and he said, I 334 00:18:24,320 --> 00:18:26,320 Speaker 2: really want your team. I want to see the passion 335 00:18:26,359 --> 00:18:28,000 Speaker 2: that you have for getting this business. 336 00:18:28,600 --> 00:18:29,320 Speaker 3: So here I am. 337 00:18:29,440 --> 00:18:32,199 Speaker 2: I'm in the hospital. I'm like oh. So I thought, okay, 338 00:18:32,280 --> 00:18:36,400 Speaker 2: my team will go up, I will be on conference call. 339 00:18:36,480 --> 00:18:42,280 Speaker 2: They'll well back then again, no smartphones, right, so I 340 00:18:42,320 --> 00:18:45,439 Speaker 2: was on conference call several times because I said to 341 00:18:45,520 --> 00:18:49,399 Speaker 2: my EA at the time, transfer all the calls to 342 00:18:49,520 --> 00:18:53,159 Speaker 2: my hospital phone. Don't tell them I'm in a hospital, 343 00:18:53,240 --> 00:18:55,520 Speaker 2: Just say hold on please. She would tell me who's 344 00:18:55,520 --> 00:18:59,000 Speaker 2: on the line. Meantime, the nurses would come in in 345 00:18:59,040 --> 00:19:02,040 Speaker 2: the morning. They would say, what's your conference call schedule today? 346 00:19:02,720 --> 00:19:04,760 Speaker 2: And I would let them know so they could do 347 00:19:04,840 --> 00:19:09,440 Speaker 2: their tests during the In the middle of that, and 348 00:19:09,680 --> 00:19:11,960 Speaker 2: next thing, I knew that I'm on the phone with 349 00:19:12,000 --> 00:19:15,960 Speaker 2: this person from the USTA and I hear him say 350 00:19:16,040 --> 00:19:19,359 Speaker 2: you know. I hear him mumbling something, and then out loud, 351 00:19:19,359 --> 00:19:21,600 Speaker 2: he goes, you know, Marla, I just said, why aren't 352 00:19:21,640 --> 00:19:22,040 Speaker 2: you here? 353 00:19:22,280 --> 00:19:23,360 Speaker 3: Like this is crazy. 354 00:19:23,480 --> 00:19:27,480 Speaker 2: You want my business, but you're not here. And I 355 00:19:27,520 --> 00:19:29,680 Speaker 2: hear a person who worked with me at the time 356 00:19:29,800 --> 00:19:34,600 Speaker 2: say she's in the hospital. She's having twins, blah blah blah. 357 00:19:34,840 --> 00:19:39,000 Speaker 2: And he like got very quiet, and he goes, well, Marla, 358 00:19:39,080 --> 00:19:40,960 Speaker 2: why didn't you tell me? He goes, you remember, my 359 00:19:41,080 --> 00:19:43,960 Speaker 2: wife had triplets and was on bed rest at home 360 00:19:44,440 --> 00:19:47,000 Speaker 2: for weeks, and he said, I said, because I didn't 361 00:19:47,000 --> 00:19:48,879 Speaker 2: want you to stop calling me. I didn't want you 362 00:19:48,920 --> 00:19:52,800 Speaker 2: to stop dealing with me. So I ended up being 363 00:19:52,800 --> 00:19:58,600 Speaker 2: in the hospital for one hundred and eight days and 364 00:19:58,600 --> 00:20:00,720 Speaker 2: then I actually one of my twins had to stay 365 00:20:00,720 --> 00:20:03,160 Speaker 2: there for a month, So I was going back and 366 00:20:03,200 --> 00:20:06,280 Speaker 2: forth from the hospital to my house, so my baby 367 00:20:06,320 --> 00:20:08,480 Speaker 2: at home. Then i'd go to the baby at the hospital. 368 00:20:09,960 --> 00:20:12,359 Speaker 2: But more about the work, and I would say that 369 00:20:12,520 --> 00:20:16,440 Speaker 2: number one, I am very fortunate. I have worked with 370 00:20:16,800 --> 00:20:20,360 Speaker 2: great people. I take amaster and so it's the support 371 00:20:20,400 --> 00:20:22,879 Speaker 2: of those people that has really helped me as well. 372 00:20:24,200 --> 00:20:27,439 Speaker 2: So I could have that ruse for a while without 373 00:20:27,760 --> 00:20:30,960 Speaker 2: Finally it did get out, but you know, again, I 374 00:20:31,040 --> 00:20:33,840 Speaker 2: was so exhausted every day. Mentally, I would be so 375 00:20:33,960 --> 00:20:36,359 Speaker 2: thrilled that by seven o'clock I'd go, Okay, no more 376 00:20:36,400 --> 00:20:38,440 Speaker 2: phone calls. Didn't really get out of. 377 00:20:38,400 --> 00:20:41,000 Speaker 3: Bed, but was really excited about that. 378 00:20:41,040 --> 00:20:43,439 Speaker 2: And then I would really think about the fact that 379 00:20:43,520 --> 00:20:46,320 Speaker 2: I was going to leave there with two babies no 380 00:20:46,359 --> 00:20:50,000 Speaker 2: matter what. I was just projecting that in my head. 381 00:20:51,520 --> 00:20:55,520 Speaker 2: But I think that for other women and other women 382 00:20:55,560 --> 00:20:59,240 Speaker 2: that I talked to who are having children and complications. 383 00:20:58,960 --> 00:21:01,640 Speaker 3: Over the years that I've with, I always say, if. 384 00:21:01,520 --> 00:21:03,160 Speaker 2: You don't have a job that you could do from 385 00:21:03,160 --> 00:21:06,600 Speaker 2: your hospital bed, not everybody is as fortunate as I was. 386 00:21:06,920 --> 00:21:10,719 Speaker 2: If you don't have that, find projects things that you 387 00:21:10,760 --> 00:21:13,760 Speaker 2: can do if you you know, because you want to 388 00:21:13,800 --> 00:21:17,119 Speaker 2: have that baby, but hopefully you can. If you can work, 389 00:21:17,440 --> 00:21:21,520 Speaker 2: there are things that you could still do. So I'm 390 00:21:21,640 --> 00:21:25,400 Speaker 2: very lucky Ticketmaster was incredibly supportive, probably because we did 391 00:21:25,440 --> 00:21:29,000 Speaker 2: get the US open and three other contracts done from 392 00:21:29,040 --> 00:21:31,880 Speaker 2: my hospital bed, so it was quite It was quite 393 00:21:31,880 --> 00:21:32,360 Speaker 2: a good year. 394 00:21:32,520 --> 00:21:34,960 Speaker 1: Honestly, that is a very particular skill set. To be 395 00:21:34,960 --> 00:21:38,040 Speaker 1: able to negotiate a huge contract from a hospital bed 396 00:21:38,240 --> 00:21:40,080 Speaker 1: is incredible. I don't think a lot of people can 397 00:21:40,119 --> 00:21:43,200 Speaker 1: put that on their resume, I hope not over not. 398 00:21:43,680 --> 00:21:45,840 Speaker 1: It is also too kind of a testament to how 399 00:21:45,960 --> 00:21:47,840 Speaker 1: you know the experience of being a woman in an 400 00:21:47,840 --> 00:21:50,359 Speaker 1: industry like this, when you kind of feel like you 401 00:21:50,400 --> 00:21:52,359 Speaker 1: want to have to, you know, keep that a little 402 00:21:52,359 --> 00:21:55,320 Speaker 1: bit secret at times to be able to be taken 403 00:21:55,359 --> 00:21:57,520 Speaker 1: as seriously or considered as seriously as some of your 404 00:21:57,520 --> 00:21:58,720 Speaker 1: counterparts in the industry. 405 00:21:58,840 --> 00:22:02,200 Speaker 2: Right, And that's why I say, you don't I didn't want. 406 00:22:02,760 --> 00:22:05,560 Speaker 2: And again I'm not sure if it was just about 407 00:22:05,600 --> 00:22:08,720 Speaker 2: being a woman, but maybe that was in my head like, oh, yes, 408 00:22:08,760 --> 00:22:11,840 Speaker 2: I'm having these babies, but they're not going to call 409 00:22:11,920 --> 00:22:17,040 Speaker 2: me now, and how do I continue that conversation? 410 00:22:18,240 --> 00:22:20,280 Speaker 3: But I did. I will say also. 411 00:22:20,040 --> 00:22:23,080 Speaker 2: I think it's extremely important to then take that time 412 00:22:24,160 --> 00:22:28,240 Speaker 2: and be able to, you know, those couple of months afterwards, 413 00:22:28,600 --> 00:22:31,600 Speaker 2: be able to spend that time. I'm very fortunate for 414 00:22:31,720 --> 00:22:35,879 Speaker 2: my team here. My team gets six months attorney and 415 00:22:36,040 --> 00:22:40,000 Speaker 2: pat leave. So I think that is a really great 416 00:22:40,040 --> 00:22:44,200 Speaker 2: thing for women today. Back I got three months. I 417 00:22:44,320 --> 00:22:46,119 Speaker 2: was I will admit I was sort of excited to 418 00:22:46,119 --> 00:22:48,960 Speaker 2: walk into my office though, after being in the hospital 419 00:22:48,960 --> 00:22:49,600 Speaker 2: all those months. 420 00:22:49,640 --> 00:22:52,600 Speaker 1: I think something about your story tells me you enjoy. 421 00:22:52,320 --> 00:22:54,520 Speaker 3: What you do for work. I do. I do. 422 00:22:54,760 --> 00:22:57,200 Speaker 1: Yeah, that is great. I mean and you know, thinking 423 00:22:57,240 --> 00:22:59,600 Speaker 1: about all of the experiences that you've had with your 424 00:22:59,600 --> 00:23:01,720 Speaker 1: time at time maket master is there. You know, you've 425 00:23:01,720 --> 00:23:04,600 Speaker 1: negotiated a lot of big deals. Obviously this US open 426 00:23:04,640 --> 00:23:06,679 Speaker 1: one from the hospital bed is a standout one. But 427 00:23:06,760 --> 00:23:11,560 Speaker 1: is there another story or perhaps the most rewarding experience 428 00:23:11,600 --> 00:23:13,320 Speaker 1: that you can remember from your time? 429 00:23:15,680 --> 00:23:19,239 Speaker 2: You know, I've had, really, I've had so many. I 430 00:23:19,280 --> 00:23:21,919 Speaker 2: think for me when we first when I came to 431 00:23:21,960 --> 00:23:26,399 Speaker 2: take a master, they had been probably for ten ten years, 432 00:23:26,480 --> 00:23:31,320 Speaker 2: a small company, and then Fred Rosen came into the 433 00:23:31,320 --> 00:23:33,760 Speaker 2: companies said I really want to grow this thing. So 434 00:23:33,920 --> 00:23:36,119 Speaker 2: I think for me, being part of really it was 435 00:23:36,160 --> 00:23:39,920 Speaker 2: like being part of a startup and opening offices and 436 00:23:40,080 --> 00:23:43,560 Speaker 2: being flexible. And I think that's really what helped me 437 00:23:43,560 --> 00:23:47,320 Speaker 2: in my career. Really from the very beginning, I would. 438 00:23:47,160 --> 00:23:49,760 Speaker 3: Go work box office that I'd offer. 439 00:23:49,600 --> 00:23:51,080 Speaker 2: To help behind you know. 440 00:23:51,080 --> 00:23:53,320 Speaker 3: Do will call, do whatever I could to help. 441 00:23:53,359 --> 00:23:56,560 Speaker 2: Because I really want to also understand how people were 442 00:23:56,600 --> 00:24:01,399 Speaker 2: working with our product and what they went through. So 443 00:24:01,480 --> 00:24:04,879 Speaker 2: I think that opening all those offices, training people. I 444 00:24:07,119 --> 00:24:10,359 Speaker 2: had a senior position then, but I still didn't feel 445 00:24:10,400 --> 00:24:13,800 Speaker 2: like just because I had this title that I couldn't 446 00:24:13,840 --> 00:24:16,960 Speaker 2: do these other things. And I think that is actually 447 00:24:16,960 --> 00:24:21,600 Speaker 2: what really has helped my career because I've never thought about, well, 448 00:24:21,680 --> 00:24:25,760 Speaker 2: I'm now a general manager, I'm now an EVP. It 449 00:24:25,760 --> 00:24:27,879 Speaker 2: doesn't matter what your title. You have to work together 450 00:24:28,400 --> 00:24:31,920 Speaker 2: as a team and do anything to sort of help 451 00:24:31,960 --> 00:24:34,880 Speaker 2: grow your business. And so at the time we were 452 00:24:34,880 --> 00:24:38,960 Speaker 2: going into Buffalo, New York, we were going into Virginia 453 00:24:39,000 --> 00:24:42,520 Speaker 2: and to I can name many markets Philadelphia, and it 454 00:24:42,600 --> 00:24:44,440 Speaker 2: was exciting for me. I didn't, you know, and I 455 00:24:44,480 --> 00:24:49,480 Speaker 2: really offered to travel a lot. I probably gave up 456 00:24:49,560 --> 00:24:54,840 Speaker 2: some great activities that you know, back home, and I remember, 457 00:24:55,520 --> 00:24:57,639 Speaker 2: you know, I remember thinking to myself that this is 458 00:24:57,720 --> 00:25:00,760 Speaker 2: so exciting that what we're going to end up accomplishing, 459 00:25:01,320 --> 00:25:03,880 Speaker 2: and so I think, really, I can't. I can tell 460 00:25:03,920 --> 00:25:07,840 Speaker 2: you that a lot of contracts and negotiating that I've 461 00:25:07,840 --> 00:25:10,639 Speaker 2: done over the years has been really fun and some 462 00:25:10,720 --> 00:25:14,199 Speaker 2: of them not so fun sometimes, but that to me 463 00:25:15,160 --> 00:25:16,719 Speaker 2: was so rewarding. 464 00:25:16,960 --> 00:25:19,480 Speaker 1: When you know people who are watching or listening. This 465 00:25:19,720 --> 00:25:22,480 Speaker 1: perhaps might not understand too the process of negotiating a 466 00:25:22,520 --> 00:25:25,040 Speaker 1: contract from a ticket master's side with a team, with 467 00:25:25,160 --> 00:25:29,720 Speaker 1: a league, with a event. How would you describe what 468 00:25:29,800 --> 00:25:32,600 Speaker 1: that process is and what is being negotiated there. 469 00:25:33,400 --> 00:25:37,600 Speaker 2: So we negotiate many times with the venue and whoever 470 00:25:37,720 --> 00:25:41,040 Speaker 2: comes into that venue, whether it's the team, and the 471 00:25:41,080 --> 00:25:45,120 Speaker 2: team might own the venue, or it's a promoter, it's 472 00:25:45,200 --> 00:25:47,840 Speaker 2: really with the venue. And because what you're doing is 473 00:25:47,960 --> 00:25:53,040 Speaker 2: we negotiate for giving them not only hardware that they 474 00:25:53,080 --> 00:25:57,240 Speaker 2: can use for coming into the venue, the accessing now 475 00:25:57,359 --> 00:26:01,720 Speaker 2: digital tickets and scanning those to inside, which is the 476 00:26:01,800 --> 00:26:05,280 Speaker 2: part that the general fan doesn't see, and that's all 477 00:26:05,359 --> 00:26:09,800 Speaker 2: the software that is for a season ticket holder. Then 478 00:26:09,960 --> 00:26:14,960 Speaker 2: our third thing is the distribution, so we offer whether 479 00:26:15,000 --> 00:26:18,240 Speaker 2: it used to be phones and outlets, to now ticketmaster 480 00:26:18,320 --> 00:26:21,399 Speaker 2: dot Com as an extension to the team or the 481 00:26:21,520 --> 00:26:26,400 Speaker 2: venue's website. So it's offering all those services. And then 482 00:26:26,440 --> 00:26:30,439 Speaker 2: we also have marketing and we offer marketing services. So 483 00:26:30,480 --> 00:26:35,159 Speaker 2: it's really all about helping sell the ticket. It's also 484 00:26:35,240 --> 00:26:39,280 Speaker 2: about post sale, how someone comes into a venue. It's 485 00:26:39,320 --> 00:26:43,240 Speaker 2: about reporting for the team or the artists so that 486 00:26:43,320 --> 00:26:47,560 Speaker 2: they have reports on and then it's also for knowing 487 00:26:47,600 --> 00:26:50,520 Speaker 2: who's coming into the venue. You want to know that 488 00:26:50,560 --> 00:26:54,880 Speaker 2: Marla's coming in and ultimately we want to know now 489 00:26:55,000 --> 00:26:58,119 Speaker 2: like does Marla like hot dogs and French fries? We 490 00:26:58,160 --> 00:27:01,000 Speaker 2: should be making sure that she knows that we're serving 491 00:27:01,040 --> 00:27:03,159 Speaker 2: that today and here's where she can go get that. 492 00:27:04,160 --> 00:27:06,640 Speaker 3: So it's it's really all about. 493 00:27:07,200 --> 00:27:09,600 Speaker 2: And that's where I say we work with our teams 494 00:27:09,720 --> 00:27:13,760 Speaker 2: and our venues to make sure that we're providing tools 495 00:27:13,760 --> 00:27:17,160 Speaker 2: that they can talk to their fans, because our fans 496 00:27:17,200 --> 00:27:19,440 Speaker 2: are their fans, right and we're just trying to help 497 00:27:19,480 --> 00:27:21,400 Speaker 2: them sell as many tickets as they can. 498 00:27:21,600 --> 00:27:25,560 Speaker 1: Yeah, So in negotiating with a venue, perhaps you get 499 00:27:25,600 --> 00:27:29,000 Speaker 1: a deal with MetLife Stadium, which you know covers the 500 00:27:29,040 --> 00:27:32,040 Speaker 1: Giants and the Jets games, but also the musicians that 501 00:27:32,080 --> 00:27:33,919 Speaker 1: are coming to perform there, and that's kind of all 502 00:27:34,000 --> 00:27:35,440 Speaker 1: under one umbrella. 503 00:27:35,600 --> 00:27:38,000 Speaker 3: Correct, Okay, correct, that's fascinating. 504 00:27:38,720 --> 00:27:41,640 Speaker 1: There's so many nuances to this industry that I think 505 00:27:41,680 --> 00:27:45,040 Speaker 1: people you know, use on a daily basis and see 506 00:27:45,040 --> 00:27:47,359 Speaker 1: on a daily basis. But there's so much going on 507 00:27:47,400 --> 00:27:48,600 Speaker 1: in so many layers to it. 508 00:27:49,760 --> 00:27:51,919 Speaker 2: Well, that's what we say all the time, like, no 509 00:27:51,920 --> 00:27:55,280 Speaker 2: one really understands ticketing because all you got, I got 510 00:27:55,280 --> 00:27:57,960 Speaker 2: my ticket, I have my ticket, and it's the on sale, 511 00:27:58,080 --> 00:28:00,240 Speaker 2: but it's all the things that go behind it. And 512 00:28:00,280 --> 00:28:02,919 Speaker 2: then that's the technology. And you know, that's why a 513 00:28:02,920 --> 00:28:05,359 Speaker 2: lot of ticketing companies have sort of come and gone 514 00:28:07,400 --> 00:28:11,160 Speaker 2: because to put money into that technology to make sure 515 00:28:11,200 --> 00:28:15,280 Speaker 2: that massive on sales go smoothly, and you know there 516 00:28:15,280 --> 00:28:20,280 Speaker 2: are always a couple that might not and hopefully the 517 00:28:20,320 --> 00:28:23,800 Speaker 2: majority of them. In our case. Do we sell millions 518 00:28:23,800 --> 00:28:27,160 Speaker 2: and millions of tickets a month and you know we 519 00:28:27,840 --> 00:28:31,920 Speaker 2: also unfortunately get billions of bot attacks and it's, as 520 00:28:31,920 --> 00:28:34,439 Speaker 2: we talked about earlier, how do you block that and 521 00:28:34,480 --> 00:28:36,400 Speaker 2: how do you have a great on sale? And you're 522 00:28:36,440 --> 00:28:39,640 Speaker 2: never going to make everybody happy because either they didn't 523 00:28:39,640 --> 00:28:42,120 Speaker 2: get the seat they wanted, they didn't get a ticket 524 00:28:42,400 --> 00:28:44,720 Speaker 2: because it got you know, the event was sold out, 525 00:28:45,160 --> 00:28:47,120 Speaker 2: But how do you then make them come back and 526 00:28:47,160 --> 00:28:49,680 Speaker 2: note that they're always going to have a real ticket. 527 00:28:49,760 --> 00:28:54,080 Speaker 2: Number one is that these days is extremely important and 528 00:28:54,360 --> 00:28:57,480 Speaker 2: that it was an easy process. Even if you didn't 529 00:28:57,560 --> 00:29:00,400 Speaker 2: have to didn't get the ticket you wanted, it wasn't 530 00:29:00,400 --> 00:29:01,680 Speaker 2: an arduous process. 531 00:29:02,920 --> 00:29:06,200 Speaker 1: Now, as a professional in this industry as long as 532 00:29:06,200 --> 00:29:09,040 Speaker 1: you have been, when you look back at the earlier 533 00:29:09,120 --> 00:29:11,000 Speaker 1: days of your career, or perhaps look at some of 534 00:29:11,000 --> 00:29:14,560 Speaker 1: the younger professionals coming into whether it be ticketing or 535 00:29:14,880 --> 00:29:17,160 Speaker 1: an industry of their choice, what is one piece of 536 00:29:17,240 --> 00:29:19,920 Speaker 1: advice that you would want to give either your younger 537 00:29:19,960 --> 00:29:22,840 Speaker 1: self or the younger generation as they kind of venture 538 00:29:22,920 --> 00:29:25,880 Speaker 1: into trying to establish themselves in their chosen field. 539 00:29:27,840 --> 00:29:30,280 Speaker 2: Well, my younger self, I'm not sure what advice i'd 540 00:29:30,320 --> 00:29:33,240 Speaker 2: give myself. Probably none of it relates to work. 541 00:29:34,800 --> 00:29:37,520 Speaker 1: That's also fair though, I mean life is just as 542 00:29:37,560 --> 00:29:38,840 Speaker 1: important as work. 543 00:29:38,760 --> 00:29:41,760 Speaker 2: Yes, And I think I think for myself though, like 544 00:29:42,960 --> 00:29:45,640 Speaker 2: I was open to moving. I moved a bit for 545 00:29:45,800 --> 00:29:48,400 Speaker 2: my career, so I was open to moving. And as 546 00:29:48,440 --> 00:29:52,000 Speaker 2: I said, I was open to doing anything. And I remember, 547 00:29:52,760 --> 00:29:56,800 Speaker 2: I remember that one of my vice presidents said to 548 00:29:56,800 --> 00:29:59,160 Speaker 2: me at one point early early in my career, well, 549 00:29:59,200 --> 00:30:03,320 Speaker 2: you seem very mature, and that's why they promoted me. 550 00:30:03,680 --> 00:30:08,120 Speaker 2: And I remember thinking, I'm not that mature. But I 551 00:30:08,160 --> 00:30:10,480 Speaker 2: think it was more the fact that I was so 552 00:30:13,160 --> 00:30:16,520 Speaker 2: into what I was doing, and I was probably immature 553 00:30:16,560 --> 00:30:20,680 Speaker 2: on my personal side and maybe more mature on my 554 00:30:20,760 --> 00:30:23,880 Speaker 2: work side, because I really found something that I could 555 00:30:24,240 --> 00:30:29,480 Speaker 2: be passionate about. And so I think that making sure 556 00:30:29,560 --> 00:30:34,560 Speaker 2: that you're number one really getting in there and not saying, well, 557 00:30:34,560 --> 00:30:37,840 Speaker 2: what's next for me? Like I never thought about what 558 00:30:38,080 --> 00:30:41,120 Speaker 2: is next? As I said in my personal life as well, 559 00:30:41,400 --> 00:30:44,560 Speaker 2: I didn't think for in advance, like oh, well, if 560 00:30:44,600 --> 00:30:46,720 Speaker 2: I'm doing this, what's going to happen in two years? 561 00:30:47,240 --> 00:30:50,600 Speaker 2: Like I actually think that I talked to my kids 562 00:30:50,640 --> 00:30:54,440 Speaker 2: about this a lot, because their friends talk about, oh, 563 00:30:54,440 --> 00:30:56,719 Speaker 2: I've been somewhere a year, where am I going next? 564 00:30:57,120 --> 00:30:59,520 Speaker 2: And I say to them, what have you done in 565 00:30:59,560 --> 00:31:01,920 Speaker 2: that year? That makes it that you should move on? 566 00:31:02,160 --> 00:31:04,800 Speaker 2: What you have learned everything you should at that job. 567 00:31:04,960 --> 00:31:11,040 Speaker 2: Whereas I really took on so many things that people 568 00:31:11,120 --> 00:31:13,760 Speaker 2: noticed me. For what I was taking on, I wasn't 569 00:31:13,840 --> 00:31:18,720 Speaker 2: thinking about people noticing me, and moving to the next position. 570 00:31:18,800 --> 00:31:22,440 Speaker 2: So I got promoted without like having to ask or 571 00:31:22,480 --> 00:31:28,360 Speaker 2: without thinking about it because I volunteered. Hey, can I 572 00:31:28,560 --> 00:31:31,760 Speaker 2: go help you in Pittsburgh because I heard there's a 573 00:31:31,760 --> 00:31:34,640 Speaker 2: big event there and you guys need help. There was 574 00:31:35,000 --> 00:31:39,480 Speaker 2: a Grateful Dead show at MetLife. Can I help get 575 00:31:39,520 --> 00:31:44,800 Speaker 2: people into the venue with the ticket takers? That's you know, 576 00:31:45,080 --> 00:31:47,720 Speaker 2: that's how you move ahead because A you're learning more 577 00:31:47,760 --> 00:31:51,720 Speaker 2: about the business and B you know, you're showing your 578 00:31:52,200 --> 00:31:56,560 Speaker 2: coworkers also you're there in there with them. It just 579 00:31:57,000 --> 00:32:03,040 Speaker 2: I think it just makes you more more marketable and 580 00:32:03,160 --> 00:32:07,480 Speaker 2: more uh and more have more leadership qualities in the future. 581 00:32:07,640 --> 00:32:10,080 Speaker 1: Yeah, and almost more dimensional in terms of what you 582 00:32:10,120 --> 00:32:13,000 Speaker 1: can offer too. I love that perspective. It's not necessarily 583 00:32:13,040 --> 00:32:15,280 Speaker 1: the time as much as it is you know, the 584 00:32:15,360 --> 00:32:17,440 Speaker 1: task and the experience of it all that kind of 585 00:32:17,600 --> 00:32:21,000 Speaker 1: propels you forward. Marla Ostrov, thank you so much. This 586 00:32:21,040 --> 00:32:23,080 Speaker 1: has been a really great conversation. Thank you joining this 587 00:32:23,240 --> 00:32:25,240 Speaker 1: and I really appreciate you taking the time to join 588 00:32:25,320 --> 00:32:27,280 Speaker 1: us on her playbook brought to you by Kendra Scott. 589 00:32:27,680 --> 00:32:30,920 Speaker 2: Absolutely and I love wearing my Kendra Scott today, so 590 00:32:31,120 --> 00:32:31,520 Speaker 2: thank you. 591 00:32:31,720 --> 00:32:32,760 Speaker 1: She's game day ready. 592 00:32:33,080 --> 00:32:35,520 Speaker 3: I am, thank you, thank you so much,