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Topic: Make Your Theatre Better

Geoff Jones
Jedi Master Film Handler

Posts: 579
From: Broomfield, CO, USA
Registered: Feb 2006

posted 02-12-2009 07:38 PM

As a film-goer, I could not care less if an employee is there after the movie. No offense, but I'm done with you for now. I am moving on to something else.

I'd rather you welcome us to the movie before it starts, and promise us the following:

- You will monitor the auditorium regularly for disruptions and eject anyone who is causing them.

- You will monitor the film occasionally and make sure that it is focused and properly framed.

- You will monitor the sound at the start and make sure the volume is appropriate.

- You are keeping your equipment in good shape. Your speakers aren't clipping. Your bulb is bright. Your screen is free of marks.

If you did all that, you would really stand out against your competition.

Other ways to make your theatre better:

- When I'm sitting there waiting for the film to start (before your wonderful speech), I'd like to be able to have a quiet conversation with my companions and NOT be disrupted or distracted by advertising.

- If you have more than one screen and they aren't all the same, please let me know which films are on which screens. I don't want to visit you only to find that the film I chose (or worse, the showtime) is playing on a tiny screen in analog sound.

- And it would be nice if you would show a classic film from time to time, especially when there isn't much good out.

Cheers,
Jonesy

(Edited to correctly represent my amount of caring) [Smile]

[ 02-12-2009, 11:26 PM: Message edited by: Geoff Jones ]

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Chris Slycord
Film God

Posts: 2986
From: 청주시, 경북도, South Korea
Registered: Mar 2007

posted 02-12-2009 09:57 PM

[Pedantic mode]I find it amusing every time someone says "I could care less" when they mean to say "I couldn't care less." If you could care less, you care.

[Razz]

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Robert E. Allen
Phenomenal Film Handler

Posts: 1078
From: Checotah, Oklahoma
Registered: Jul 2002

posted 02-13-2009 01:27 AM

quote: Chris Slycord
What part of "Northern Iowa" is that? I've got relatives in those parts.

And with exit greeting, Loews liked having samples handed out, usually candies or mints that some company wanted to promote. I remember how a couple boxes of peanut butter rice crispy treats were gone over a week before the promotion was starting.

Sumner about 35 miles north of Waterloo.

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Chris Slycord
Film God

Posts: 2986
From: 청주시, 경북도, South Korea
Registered: Mar 2007

posted 02-13-2009 03:48 AM

My Grandfather's sister lives out there. Although I think she's been moved into a nursing home now.

I've got relatives in Osage/St Ansgar and really all over Northern Iowa/Southern Minnesota.

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Dominic Espinosa
Phenomenal Film Handler

Posts: 1172
From: California, U.S.A.
Registered: Jan 2004

posted 02-13-2009 12:56 PM

With regard to the exit greeting, I'd rather have the ushers holding the door open saying "Good night!" or "Have a good evening!"

Hardly anybody cares but it's icing.

The feedback should go to the manager that's visible on the floor keeping an eye on things.

As far as other ideas, one of my favorites is the movie host. Some might call them a concierge, I call them a host, whatever.
It was one of the good things I first heard about at Wallace but is certainly not limited to them.

The host simply goes in on cue from the projectionist (who mutes the non-sync, thank you) and delivers a quick speech (less than 30 seconds) and the show goes on.

What makes it stand out is even though they're saying "I'm here to help if you have a problem" is when the customer never has a problem...That's what it's all about.

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Scott Jentsch
Phenomenal Film Handler

Posts: 1061
From: New Berlin, WI, USA
Registered: Apr 2003

posted 02-17-2009 02:35 PM

quote:
The film had a rather dramatic end and some good credits, so our friend and I tried to talk about the film but all we heard at the back was:

"So how'd you like it?"
"So how'd you like it?"
"OH NO! hahaha!"

It just goes to show that even a good idea can be implemented badly.

As with all customer service techniques, this could probably be solved by some analysis and coaching by the management.

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Tony Bandiera Jr
Film God

Posts: 3067
From: Moreland Idaho
Registered: Apr 2004

posted 02-22-2009 04:04 PM

I'm gonna paste in a part of a post I made in the "Lost that Moviegoing Mojo" thread, as it fits here:

quote: ME
Now, anyone remember SRO? They had a wonderful 5-plex in La Mirada, Calif. (Gateway 5) When SRO had it, talk about film done right!!! Sharp, bright, nicely-sized images, sloped floors, great sound (Dolby SR and DTS) and..hold on to your units.. WATERFALL DRAPES!! IN EVERY HOUSE!! All five auditoria were average sized, about 200-250 seats. (Sorry Jesse, this location disproved your 200 rule) IIRC all five were 70mm capable. Screen floodlights, used tastefully. The Drape was raised and lowered between trailers and feature, and timed perfectly. The only negative I could say about it was the projection port was one of those single-pane, big swing-open windows, so you could hear the projectors.

Front of house, an actual doorman in tux and tie, (elderly gent) with white gloves. Greeted each guest or group as they entered. Whole staff in nice uniforms, despite being teens they were ALL very polite and smiled. Manager was virtually ALWAYS in the lobby, not hiding in his office and he also greeted patrons.

Saw "Amadeus" there in 70mm. Beautiful presentation first time around. Second time (about mid-run) had one minor glitch. a splice at the worst possible moment which drew unintentional laughs. (As Salieri is waxing poetic about hearing Mozart's first piece, there was a drop in sound right after the line "...a single note, hanging there unwavering... ") I let the manager know and was told by my friend that the NEXT DAY the reel had been replaced.

Classy staff, nice decor, a manager who was a visible presence, great presentations aided by curtains and a competent projectionist..all made for a great experience and sold-out shows. [Smile]

Sadly, SRO theatres tried to expand too rapidly and went under.

So do do things right, build a solid customer base (and good financial stability) then make cautious, phased expansion and you could eventually have a very successful chain of cinemas. [Smile]

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