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Author Topic: Crazy Customer Comments... Ron Yost Master Film Handler Posts: 344 From: Paso Robles, CA Registered: Aug 2003 posted 07-13-2004 08:57 PM                     Sounds like some of you folks need a small sign that used to appear in almost every 'service' establishment out here: "We reserve the right to refuse service to anyone." Probably violates some 'PC' law nowadays, tho. Ron Yost  |  IP: Logged Ken Lackner Phenomenal Film Handler Posts: 1907 From: Atlanta, GA, USA Registered: Sep 2001 posted 07-14-2004 01:02 AM                     LOL, Dave. I was working on the floor a few nights ago. A customer came up to me. He started something like this: "I missed a dinner engagement. I'm going to tell you why I missed it....." Turns out, he was bitching about the fact that the actual movie did not start at the advertised 4:10, but at 4:30 because there were 20 minutes of previews. I have three things to say to this. First, it's more like 10 to 12 minutes. Fifteen, tops. Second, all you have to do when you purchase your ticket is ask the box cashier what time the movie is over. The time in the computer accounts for 15 minutes of previews. Third, IT'S BEEN LIKE THAT SINCE THE DAWN OF TIME! I explained to him that it has always been like that. He claimed that it wasn't. Maybe he's one of those people that cannot differentiate between different theater chains, and maybe some other theater actually starts the feature at the advertised start time. But I explained to him that it has always been like this at our company. "Well, you're gonna loose a lot of business because of that." Yeah, buddy. That's why we're only the number one circuit in the world. On top of that, he asked my why we had the same trailer, Bourne Supremacy showing twice. I said I did not know, but that I would look into it. I watched the trailer pack the next show. WTF was he talking about? There was no duplicate trailer.  |  IP: Logged Brad Miller Administrator Posts: 17775 From: Plano, TX (36.2 miles NW of Rockwall) Registered: May 99 posted 07-14-2004 01:39 AM                     Maybe the pre-show slides/video had a slide for Bourne Supremacy???? (Just a guess. People are stupid.)  |  IP: Logged Mike Olpin Chop Chop! Posts: 1852 From: Dallas, TX Registered: Jan 2002 posted 07-14-2004 01:52 AM                     Actually, the 2wenty is running a "featurette" for Borne Supremacy right now.  |  IP: Logged Thomas Procyk Phenomenal Film Handler Posts: 1842 From: Royal Palm Beach, FL, USA Registered: Feb 2002 posted 07-14-2004 11:04 AM                     I would have explained to the customer that there are 10-12 minutes of previews, but also 10-12 minutes of credits. If his dinner engagement was that important, he would have left before the credits and the running time would be exact. People always gotta start with a story... "Dramatic" customers are the worst. They're also the most fun to rationally talk down to. Like the ones that start with the ambiguous question, "EXCUSE ME? What kind of place are you running here?" Reply: "A theater!" My absolute favorite are the customers that present a problem that's not really a problem and then ask, "How am I supposed to _____ ?" It's fun to start "collaborating" with the customer. "But I threw away my bag! How am I supposed to get a refill?" "Hmmm. Do you know which trash can you put it in?" "That's gross! I'm not going to get it out!" "Okay. Hmmm. What about.... I can give you this courtesy cup, (5oz) and you can come back and fill it up as much as you want." "Don't be rediculous!!" "I'm only trying to help, ma'am." =TMP=  |  IP: Logged Ken Lackner Phenomenal Film Handler Posts: 1907 From: Atlanta, GA, USA Registered: Sep 2001 posted 07-14-2004 11:37 AM                     I think you're right about the preshow running a Bourne feature. Still, that's not a trailer, it's a behind-the-scenes thing. This guy was really an idiot. Apparently he couldn't differentiate the preshow from the trailers. He was also pissed that the screen said your feature presentation will begin momentarily, yet there were more trailers. Well, the policy trailer does clearly say, "Your feature presentation will begin after the following previews." I didn't see him walking out with a h/i device, so he must not be deaf, just stupid.  |  IP: Logged Emma Tomiak Expert Film Handler Posts: 238 From: Carrollton, TX, USA Registered: Aug 2003 posted 07-14-2004 11:34 PM                        One time a lady came up to me at door and I just knew she was going to complain about something. Lady: "Are you a manager?" Me: "Yes ma'am, I'm an assistant manager, how can I help you?" Lady: "Feel my nose!!" Me: "Um, I beg your pardon?" Lady: "Feel my nose! It's frozen! It was f**king freezing in that theatre the whole movie....bitch bitch bitch...." I hate dramatic customers, too. I wish people would just state thier problem and stop wasting my time by causing a big production and having me guess as to why they're yelling at me.  |  IP: Logged William Hooper Phenomenal Film Handler Posts: 1879 From: Mobile, AL USA Registered: Jun 99 posted 07-15-2004 12:56 AM                        quote: Ken Lackner I think you're right about the preshow running a Bourne feature. Still, that's not a trailer, it's a behind-the-scenes thing. This So it's being perceived & reacted to as two "ads" running twice. In this case, you wouldn't neccessarily need to get a direct report of the perception & response, it's sort of obvious upon examination. It's the sort of programming which would previously be avoided, except now when the decisions are made by folks not concerned with the response of the audience, but just assembling content by sales & availability. Audiences come to be engaged by novelty, & when the novelty stops & some other agenda becomes apparent, they have a response of feeling that their time's being wasted, therefore to whoever's putting this in front of them their time & response is unimportant or only to be exploited, & they get resentful. "First, our short featurette on 'Bourne Supremacy'! followed by a trailer for 'Bourne Supremacy'! Then, an ad for 'Bourne Supremacy's video release date! No, it's not all the same thing, what's wrong with you? Stick the 'Bourne Supremacy' where? I don't think this hostility is called for!"  |  IP: Logged Ken Lackner Phenomenal Film Handler Posts: 1907 From: Atlanta, GA, USA Registered: Sep 2001 posted 07-15-2004 10:49 PM                     William, I'm not sure if that was English, but I honestly didn't understand a word of what you were trying to say.  |  IP: Logged Christian Volpi Master Film Handler Posts: 349 From: Arlington, NE Registered: Apr 2004 posted 07-16-2004 11:56 AM                        I love it when customers point to the scrolling LED sign in front of the auditorium and ask "Is this the one I'm supposed to go into?" I don't know, does it say the title of the movie that you came to see?  |  IP: Logged Ethan Harper E-dawggg!!! Posts: 325 From: Plano, TX, USA Registered: May 2000 posted 07-18-2004 04:50 PM                     I once knew someone who had a customer come up to him and wipe his dripping wet hands all over his shirt and said that the men's bathroom is out of paper towels.  |  IP: Logged Thomas Procyk Phenomenal Film Handler Posts: 1842 From: Royal Palm Beach, FL, USA Registered: Feb 2002 posted 07-19-2004 11:43 AM                     I would have called the police and have that guy arrested for assault. And press charges. Just because I like to be a bigger smartass. =TMP=  |  IP: Logged Brian Michael Weidemann Expert cat molester Posts: 944 From: Costa Mesa, CA United States Registered: Feb 2004 posted 07-19-2004 03:01 PM                        This goes back to customers thinking they're entitled to everything just because they bought a ticket. The theatre is just playing host. Imagine if you went to someone's house for dinner, someone you don't know well, and they were your host. Sure, you'd expect simple things like them offering and bringing you a drink ... but think about how much it would just be inappropriate to ask for, expect, and complain about. If there were no more paper towels (or toilet paper, perhaps), you don't just walk up to your host and use his clothing to wipe! Do you? I must have missed that day in school.  |  IP: Logged Steven Jantzen Film Handler Posts: 30 From: goodwell, Oklahoma, USA Registered: Jul 2004 posted 08-08-2004 04:59 PM                     I love it when your tearing tickets, and a customer comes up to you with their hands just full of popcorn, nachos, and drinks, and expect you to pull the tickets out of the back pockets of their jeans. The first one to do that to me was this 62 year old woman. It scared the **** outta me. Out of the courtesy for the elderly, i did get the tickets, but with everyone seeing me do that for the elder woman, they all thought I would do it for them. I pulled tickets out every (almost every at any rate) customers butt for an hour. Even the guys wanted me to get the tickets. My GM witnessed this and she just laughed  |  IP: Logged Jason Black Phenomenal Film Handler Posts: 1723 From: Myrtle Beach, SC, USA Registered: Nov 2000 posted 08-08-2004 11:37 PM                        Better taken outta their ass pocket than their MOUTH. I politely tell them that they can tear it and drop 1/2 in the hopper for me. I compare it to your server bringing your soup to you with their finger in it...  |  IP: Logged

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